No HDMI Signal with Auto turn off and turn on of TV

[PrashanthZoapi]

We have deployed 50 BOXNUCi5BEH in meeting rooms for conferencing along with our collaboration software running on windows 10. The LG TV is configured to automatically turn off at night and turn on in the morning. We are seeing No Signal on the TV in the morning in 5-8 rooms every day randomly (the rest of the rooms are fine which makes the problem random and difficult to troubleshoot). 

We need to restart the TV multiple times to get the signal back on.

We have tried the below experiments and the behavior remains the same

1. Windows 10 without our software
2. Ubuntu installation
3. With just the BIOS
4. After upgrading the BIOS to the latest version

This has become a major bottleneck for us as these devices are used in meeting rooms by the users for collaboration. We tried the same configuration with some android devices and were not able to reproduce the issue. 

Please help us solve this issue as our users are not able to use the meeting rooms due to this. 

[Victor_G_Intel]

Hello PrashanthZoapi,

Thank you for posting on the Intel® communities.

To better assist you please provide the following report and information to continue:

Intel® System Support Utility (Intel® SSU)

• Open the application and click on "Scan" to see the system and device information
• By default, Intel® SSU will take you to the "Summary View".  
• Click on the menu where it says "Summary" to change to "Detailed View".  
• To save your scan, click on "Next", then "Save".  

Note: You can use the option under the reply window to attach the report and any other files to the thread (Drag and drop here or browse files to attach).

1. When did the problem start to happen?
2. When were the NUCs purchased?
3. Are the TV’s running the latest firmware provided by the manufacturer?
4. Please provide the exact type of cable been used along with the brand and model of the TVs used.
5. When did you mention that you tried “Windows 10 without our software” what exactly do you mean? What kind of software are you guys using? Please provide as many details as possible
6. Are this auto-on and auto-off feature directly part of the TV software or is it only possible through third-party software? Please provide as many details as possible.

I look forward to hearing from you.

Regards,

Victor G.

Intel Technical Support Technician  

[PrashanthZoapi]

Dear Victor,

Sorry for the delayed reply. The notification emails were landing in the spam folder.

I am attaching the output from the Intel SSU tool (please note that I have connected a different monitor while taking these logs as the actual setup is in our customer's place. If you want the logs from exact same setup then I will get it when I visit next time). Also find the reply to your other querries. 

When did the problem start to happen?

[Prashanth] We deployed new NUC boxes and the problem is present from the 1st day. 

When were the NUCs purchased?

[Prashanth] Dec 2020

Are the TV’s running the latest firmware provided by the manufacturer?

[Prashanth] Yes

Please provide the exact type of cable been used along with the brand and model of the TVs used.

[Prashanth] We replaced the cable with Highspeed with ethernet cable but it did not solve the problem. 

When did you mention that you tried “Windows 10 without our software” what exactly do you mean?

[Prashanth] We run a collaboration software called "Zoapi" on Windows 10 for presentation and Conferencing. Initially, we suspected that it could be hsome configuration from the Zoapi software. But the behaviour remained the same even without our software and with Ubuntu OS as well. 

What kind of software are you guys using? Please provide as many details as possible

[Prashanth] We run collaboration and Video Conferencing software. But the problem continued to be there with a fresh install of Windows 10 and Ubuntu. 

Are this auto-on and auto-off feature directly part of the TV software or is it only possible through third-party software? Please provide as many details as possible.

[Prashanth] This is part of the LG TV features. 

[Victor_G_Intel]

Hello PrashanthZoapi,

Were you able to check the previous post?  

Please let me know if you need further assistance.  

Best regards,

Victor G. 

Intel Technical Support Technician

[Victor_G_Intel]

Hello PrashanthZoapi,

We have not heard back from you.

If you need any additional information, please submit a new question as this thread will no longer be monitored.

Victor G. 

Intel Technical Support Technician