Nuc NUC11PABi5 audio cuttting out.

[RayBlock]

Hi,

I have a Nuc NUC11PABi5 which I have spent may frustrating hours trying to get working properly, and thanks to people here, it is now working as it should.

Except for the audio!

The audio keeps cutting out for a second or so. You could compare it to video playback dropping a few frames intermittently every 10 or 20 seconds or so.

I'm running the latest version of Windows 10 Home. It is connected to a Hisense TV via HDMI.

I also have a PC and a Mac connected to this TV via HDMI and have NO issues. I've tried updating the audio drivers. Disabling different devices at different times etc., etc. I have used different HDMI cables (including the cables that are working properly with the PC and the Mac.

Any suggestions?

I am beginning to regret ever buying this thing. 

[ClariceStarling]

Did you run your audio troubleshooter in Windows?

[RayBlock]

Yes. It found nothing to change.

[ClariceStarling]

Intermittent problem is much harder to fix than if audio didn't work at all imo.   So it could be a lot of things.  Before I did all the things asked, I would check first for corrupted files.  Might not be it, but start with the easy things and work your way up ... is good advice I once received!

[David_G_Intel]

Hello RayBlock

Thank you for posting on the Intel️® communities. 

We need more information to help you with this request:

• Did the audio work properly at some point before?
• Did you install a fresh image of Windows? (not used before)
• Did you try other TVs/monitors? If you did, do you see the same behavior?
• Do you get this problem with other audio devices?
• If it worked before, do you know which change might have caused this?
• Did you install new software recently?
• Did this start after a Windows/driver update?
• If you tested different graphics and audio drivers, please share some versions with us.
• Did you do a clean installation of those drivers?

Finally, please provide the Intel® System Support Utility (Intel® SSU) results 

• Download the Intel SSU https://downloadcenter.intel.com/download/25293/Intel-System-Support-Utility-for-Windows- 
• Open the application and select "Everything" 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".  

Regards, 

David G 

Intel Customer Support Technician 

[RayBlock]

Hi David and thanks for replying.

To see what has been happening, you might want to look at this post from me. https://community.intel.com/t5/Intel-NUCs/Nuc-NUC11PABi5-crashes-system-when-ethernet-driver-installed/m-p/1290564/emcs_t/S2h8ZW1haWx8dG9waWNfc3Vic2NyaXB0aW9ufEtRMENYMTNNVDhHWFBZfDEyOTA1NjR8U1VCU0NSSVBUSU9OU3xoSw#M83895

As for the audio, problem it just gets curioser and curioser.

I'm away from home visiting a friend so I tried it out on his Samsung and HiSense smart tvs without any problem at all. It works perfectly. His internet speed is way faster than mine so we slowed it down to mine and below...no problem.

What now? When I get back home next week I'll give it another try and see what happens.

Regards,

Ray

[RayBlock]

Hi David,

I am back home and tried the following:

Just connected as before...same audio dropout problem.

My friend suggested connecting to my phone hotspot to see if it is something to do with my router settings...same problem.

Connected a set of external speakers via headphone jack...works perfectly.

Conclusions:

It is not the Nuc audio as such.

It is not the HDMI cables (I have tried several different) because it worked perfectly at my friend's house on his smart TVs.

It has to be something in the audio settings which I am now going to check by comparing the settings in my PC (which works fine) and the Nuc.

To be continued.

Regards,

Ray Lennon

[RayBlock]

Hi David,

I did a full install of Windows 10...re-partition drive etc. Let Windows update and then installed and ran Intel Driver Software Assistant and installed all the recommended drivers EXCEPT the ethernet driver. I didn't install the ethernet driver because this has previously caused system crashing issues.

I then tried the audio through HDMI and the problem of audio drop-out was still happening although to a lesser extent.

I then installed the recommended ethernet driver just to see what would happen. Much to my amazement it worked and, so far a day later, no crashes.

Conclusions:

Prior to this Windows re-install I had updated the Bios to PA0040. That combined with Windows updates has, I think, fixed the system crashing problem and slightly improved the audio problem.

I guess I'll just have to wait now for more updates so that eventually (hopefully) I can use the Nuc as the media computer that I bought it to be. Until that happens, well it doesn't take up a lot space sitting there on my desk and it's not chewing up any electricity.

Regards,

Ray

[RayBlock]

I have checked the audio devices/drivers on the PC and the Nuc and they are both the same.

[David_G_Intel]

Thank you for the information provided RayBlock. As a friendly reminder, please share with us the SSU results to investigate this request.

Regards, 

David G 

Intel Customer Support Technician 

[RayBlock]

Hi David,

I have the SSU scan results for you to look at,

Regards,

Ray

[David_G_Intel]

Thank you for the information provided, we are currently working on this request, the updates will be posted on the thread.

Regards, 

David G 

Intel Customer Support Technician 

[vincentwen]

Hi David,

I have the same problem here with NUC11PAHi5 and Sony 65X8500F.

Cable changed multiple times

Fire TV Stick 4K works perfectly with the TV

Newest OS and drivers

But the sound through HDMI just drops out again and again. At the same time, the video is just fine.

[Ronny_G_Intel]

Hi @RayBlock ,

I totally understand your frustration and I apologize for that, someone mentioned that it may be easier to troubleshoot no audio situations than audio intermittent issues and I have to agree with that, with that in mind, can I kindly ask you to record a quick video? I would probably have to escalate this up and a quick video will help.

I also need some additional clarification, see below:

- You mentioned that you are using a Hisense TV, can you provide the TV model? 
- You mentioned that you tested a Samsung and a HiSense smart TVs when visiting a friend and had no issues. Can you also provide the tv models as well?
- Is this happening when playing anything with audio component: Youtube*, Netflix*, Music*, local or online? I guess a better question may be: is there any situation in which the audio doesn't exhibit this behavior?
- Is the issue only happening when the audio goes via the HDMI port? No issues when using the 3.5mm jack?

Hi vincentwen,

I see that you are reporting the same issue, can you provide equivalent information?

Regards,

Ronny G

[RayBlock]

Hi Ronny,

My Hisense TV model is 65R7.

I have sent my friend a text asking for the models we tried at his house. He's probably at work so it might take a day or so to get that info.

It happens when playing any type of audio through HDMI to the TV. I've tried all types both local and online and it happens all the time.

As previously stated, when playing through the 3.5mm jack there is no problem.

What do you mean by "make a short video"? Do you want me to download something? Do you want me to record something on my phone and transfer to the Nuc for playback?

What I'm going to try on Thursday (Sydney, Australia time) is to do a complete re-install of Windows (delete and re-partition drive) and then I'm going to download the Intel Software Driver Assistant and just install the drivers that are suggested BUT I AM NOT GOING TO INSTALL ANY TYPE OF ETHERNET DRIVER. The ethernet device will show in Device Manager as "other devices". I am willing to bet that the audio problem will be GONE.

I'll get back to you when I've done it.

Regards,

Ray

[RayBlock]

The Nuc works just fine using Wi-Fi.

[David_G_Intel]

Thank you for the updates @RayBlock. Let us know if you still want to continue troubleshooting to resolve this problem, if you agree we will need the following information:

• Video of the audio issues. You can use your phone to take the video, this will help us get a better understanding and replicate the problem.
• Model of the Samsung and other Hisense TV that you tried.
• A new SSU (because of the Windows re-installation)

If you want us to close this thread, you can also let us know.

Regards, 

David G 

Intel Customer Support Technician 

[RayBlock]

Hi David,

I still want to get to the bottom of the problem but I've been very busy at work. I'll be able to get the info and the video organized over the weekend.

Regards,

Ray

[RayBlock]

Hi David,

Attached are the files and info that you wanted. I made a second, longer video but it is too large to upload here and I didn't want to compress it in any way.. The problem varies in frequency of occurrence with what appears to be a random pattern.

Regards,

Ray

[David_G_Intel]

Thank you for the information provided. We are working on this request, we will keep you posted.

Regards, 

David G 

Intel Customer Support Technician 

[Ronny_G_Intel]

Hi everyone,

I have gotten a couple of reports similar to what is described in this post, especially when combining 11th generation NUCs and Hisense TVs. I don't have a Hisense display available for debugging and don't see any equivalent model in our tested components list <Intel Product Compatibility Tool>. Based on previous experience I would recommend testing other graphics ports, this NUC model comes with HDMI 2.0a; USB-C (DP1.4) and MiniDP 1.4. Some customers are reporting that using a Mini Display Port to HDMI cable (active) resolves the audio issue.

We are currently investigating this issue but since it involves a third-party device, the resolution (if any) may take additional time and we cannot ensure compatibility with all third-party devices available in the market.

I hope this helps.

Regards,

Ronny G