NUC8i7HVK Stuck on Reboot when connected to Denon X8500H through HDMI

[XZhou33]

I just bought a brand new NUC8i7HVK and installed Windows 10. The Windows 10 is a clean install and there is no other software except the OS. The NUC8 is connected to Denon X8500H through HDMI and I've upgraded BIOS to the latest. Now every time I do a restart from Windows 10 it shuts down properly but it still stuck after that. I can see it's not booting because hard drive indicator is not flashing. Denon will report no output signal. I had to unplug the HDMI cable and do a hard reset on the NUC then reconnect HDMI cable. This does not happen if I connect NUC directly to a computer monitor using HDMI. Please help this is getting very frustrating. I've tried several HDMI cables and made no difference.

[LeonWaksman]

What is the Windows version? You can see the Windows version in Settings > System > About. See the attached image.

Leon

[XZhou33]

Hi there, thanks for replying. Just checked. Version is 1903 and OS Build is 18362.207.

[Wanner_G_Intel]

Hello XZhou33,

Thank you for posting on this Intel Community.

Also, you may review the following information to address this issue:

1. Make sure you are using the latest BIOS version and graphics driver version for your unit:

• BIOS version: 0057 (Latest)
• Graphics driver version 25.20.100.6519

2. We recommend using this setup with the AV Receiver:

1. Connect one end of an HDMI cable to the HDMI port on the Intel NUC. Connect the other end to an HDMI IN port on the AV receiver.
2. Using another HDMI cable, connect one end of the cable from the HDMI OUT port on the AV receiver to an HDMI IN port on the television.
3. Using the television's remote control, press the Input or Source button to select the HDMI port the receiver is connected to.

If possible, you can also try using a mini DisplayPort* or USB Type-C to HDMI cable.

3. Check for firmware updates for the Denon X8500H and the TV.

Denon X8500H - Downloads > Manual > Firmware (Pag 262)

Wanner G.

Intel Customer Support Technician

Under Contract to Intel Corporation

[XZhou33]

Hi Wanner, thanks. The BIOS is already on the latest. For the graphics, I'm on the latest for intel HD Graphics. For AMD Radeon RX Vega, I'm on version 25.20.15006.9. Not sure if that's the latest. I'm not using a TV but a JVC X790R projector. I have updated the Denon's firmware to the latest but made no difference.

[LeonWaksman]

The latest Radeon Driver for your NUC is version 18.12.2 https://downloadcenter.intel.com/download/28600/Radeon-RX-Vega-M-Graphics-Driver-for-Windows-10-64-bit-for-NUC8i7HNK-NUC8i7HVK?product=126143. The version displayed in Device Manager for this driver is 25.20.15002.58. So, it looks like you have some other driver installed. I suggest that you should download the driver from Intel site and reinstall it. I don't know if this is causing your problem, but you may try.

Leon

[XZhou33]

Thanks LWAKSMAN. I've updated the graphics driver to the above one but it made no difference.

[Wanner_G_Intel]

Hello XZhou33,

Thank you for your response.

Could you please let us know how you are connecting these devices?

For example:

Intel® NUC > AV Receiver (HDMI*) > Projector (HDMI*)

Have you tried using other HDMI* ports?

Are you able to use a mini DisplayPort* or USB Type-C to HDMI cable?

Also, please run the Intel® System Support Utility (Intel® SSU) and attach the report to gather system information:

1. Download the Intel® System Support Utility and save the application in your computer.

2. Open the application and click "Scan" to see system and device information. The Intel® SSU defaults to the "Summary View" on the output screen following the scan. Click the menu where it says "Summary" to change to "Detailed View".

3. To save your scan, click Next and click Save.

Wanner G.

Intel Customer Support Technician

Under Contract to Intel Corporation

[XZhou33]

Hi Wanner, okay here are some updates. The way I connect is exactly what you described above.

Intel® NUC > AV Receiver (HDMI*) > Projector (HDMI*)

Yes, I've tried other HDMI ports.

Regarding mini DisplayPort and USB Type-C to HDMI, here's something really interesting.

I bought a USB Type-C to HDMI cable and use it to connect the NUC and Receiver. All of sudden everything works BUT Windows 10 reports HDR is no longer available. This is not acceptable as I watch a lot 4K HDR movies from Kodi. Plus I don't see why HDMI to HDMI wouldn't work. I read somewhere there is an Intel HDMI 2.0 Update? Is this applicable to me?

I also tested with non-HDMI computer monitor using a mini-display port to display port cable. That is, receiver is out of the picture. Now reboot works but if I shut it down and press power button, it will stuck again. I will see Intel's logo but then it doesn't boot.

Thanks

[Wanner_G_Intel]

Hello XZhou33,

Thank you for the update. 

To enable HDR using USB Type-C to HDMI adapters, the adapter is required to convert USB Type-C to HDMI2.0, as well as to support HDCP2.2. It is worth noting that we are not saying that you need to purchase adapters, but testing other cables may help us resolve this issue.

We would like to do further research. Could you please run the Intel® System Support Utility and attach the report to this thread. The instructions to download, install and run the utility are found in a previous post.

Also, check the power plan selected and change it to High Performance.

Go to Start, and select Settings > System > Power & sleep.

Select Additional power settings

Select the plan settings as desired.

Wanner G.

Intel Customer Support Technician

Under Contract to Intel Corporation

[n_scott_pearson]

@XZhou33​,

For USB-C, it is your cable that is deficient. You need to use a dongle/cable that specifically says that it supports HDR (unlike your cable). In a search on Amazon, I found these adapters that specifically say that they support HDR:

https://www.amazon.com/pengo-Adapter-Thunderbolt-Compatible-Display/dp/B07SJ69JSF

https://www.amazon.com/StarTech-com-USB-HDMI-Adapter-HDR/dp/B07N8RFW86

https://www.amazon.com/Moshi-Type-C-Thunderbolt-Compatible-MacBook/dp/B07NN2PSTT

You will note that all of these adapters are brand new and that, in most cases, they have no reviews as yet. In this conversation: https://forums.intel.com/s/question/0D50P00004N9kkJSAR/intel-nuc8i5beh-dp-12-hdr, user @HWe00​ successfully enabled HDR using the above Pengo adapter (and Intel Customer Support has added it to the compatibility list for the NUC8i5BEH). I have ordered one of the StarTech adapters and will test its support for HDR sometime next week.

...S

[Wanner_G_Intel]

Hello XZhou33,

If you need further assistance, please let us know.

Wanner G.

Intel Customer Support Technician

Under Contract to Intel Corporation

[Wanner_G_Intel]

Hello XZhou33,

We have not heard back from you, so we will close this inquiry. If you need further assistance, please post a new question.

Wanner G.

Intel Customer Support Technician

Under Contract to Intel Corporation