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

PrashanthZoapi · ‎03-15-2021

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

Windows 10 without our software
Ubuntu installation
With just the BIOS
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.

PrashanthZoapi · ‎03-15-2021

Few questions were asked in the previous thread. Please find my replies below

I am attaching the output from the Intel SSU tool (with LG TV UU series TV which where we are having the issue). Also, find the reply to your other queries.

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 High speed with ethernet cable (bluerigger) 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 some configuration from the Zoapi software. But the behavior 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.

Ronny_G_Intel · ‎03-24-2021

Hi PrashanthZoapi,

I am sorry to hear that you are having issues with one of our products.

I checked the SSU log that you attached to the community post and the first thing that called my attention is that your system is running a old Graphics driver version > Intel ® Graphics Driver Version:"24.20.100.6229".

Please update the Graphics driver to the latest version available, find it here https://downloadcenter.intel.com/download/29911/Intel-Graphics-DCH-Driver-for-NUC8i3BE-NUC8i5BE-NUC8i7BE

Along with the necessary updates to mitigate this issue, I would strongly recommend that you update the HDMI FW to the latest version as well. This firmware is available here https://downloadcenter.intel.com/download/30261/HDMI-Firmware-Update-Tool-for-NUC8i3BE-NUC8i5BE-NUC8i7BE

Please run those updates and report back the results, include a new SSU log file and also a screenshot of the HDMI FW update tool reporting the actual version, similar to this one:

Regards,

Ronny G

Ronny_G_Intel · ‎03-24-2021

Hi PrashanthZoapi,

Note that the drivers and FW update that I mentioned on my previous comment are only for Windows 10.

We dont provide Graphics drivers for Linux (Ubuntu* in this case) and unfortunately the HDMI FW update tool that we currently have available only runs on Windows.

I would also recommend that you reach out directly to our Technical Support Service via Phone or Chat to expedite resolution if this issue is very urgent but I will also keep a close look at this community.

Here is our contact us information in case you want to call us: https://www.intel.com/content/www/us/en/support/contact-support/apac-contact.html

Regards,

Ronny G

David_G_Intel · ‎03-18-2021

Hello PrashanthZoapi

Thank you for posting on the Intel️® communities.

We will open an investigation with the information provided, we will post the updates on this thread.

Regards,

David G

Intel Customer Support Technician

David_G_Intel · ‎03-31-2021

Hello PrashanthZoapi

Did you check the previous information? There were instructions sent to your email address as well, let us know once you try them.

Regards,

David G

Intel Customer Support Technician

PrashanthZoapi · ‎04-02-2021

Hello David,

We did try the steps suggested over the mail but it did not solve the issue.

We are yet to try upgrading the graphic driver as suggested by Ronny. We are not able to test as the whole setup is in one of our customer's offices which is in a different location. I will try these steps when we visit them next and keep you posted.

It would also help us if you could provide a list of experiments that we can try when we visit them next time. We were unable to reproduce the issue with our testing setup.

Prashanth
www.zoapi.com

DeividA_Intel · ‎04-02-2021

Hello PrashanthZoapi,

Thank you so much for the update,

In this case, please let's try first the steps provide by Ronny (the whole process) with the full setup to discard any variants. WE will be waiting for your next update.

Best regards,

Deivid A.

Intel Customer Support Technician

David_G_Intel · ‎04-07-2021

Hello PrashanthZoapi

Did you get the chance to test the previous steps? Let us know if you have any questions

Regards,

David G

Intel Customer Support Technician

David_G_Intel · ‎04-12-2021

Hello PrashanthZoapi

We have not heard back from you, so we will close this thread. If you need any additional information, please submit a new question as this thread will no longer be monitored.

Regards,

David G

Intel Customer Support Technician