Persistent Multi-Monitor Issues with NUC12WSHi7

Feejus · ‎09-27-2023

Hi,

I purchased the NUC12WSHi7 approximately a year ago, but I've been quite disappointed with the level of support and the quality assurance of the drivers. Unfortunately, I've encountered yet another issue.

Here are my system details:

Processor: 12th Gen Intel(R) Core(TM) i7-1260P 2.10 GHz
Installed RAM: 64.0 GB (63.6 GB usable)
2 TB NVMe disk

Monitors:

1 x Dell Monitor 2412M (Vertical orientation for reading)
1 x Samsung C49RG9x

Both monitors are currently connected to the USB-C connector at the back of the NUC via DisplayPort. This configuration was recommended to me after experiencing numerous issues with the initial NUC unit, which I eventually had to return and replace.

Problem Description:

Issue 1: Most time, during boot-up, the boot screen appears on the Dell Monitor (which is in Verticla position) however the picture is Horizontal orientation rather than Vertical.

Issue 2: Randomly, the main 49-inch Samsung screen fails to turn on during boot-up and only comes to life once I reach the Windows login screen.

Issue 3: Randomly, after booting up, the Samsung screen doesn't activate or send signal to main monitor, requiring me to manually disconnect and reconnect the USB-C cable to make it function properly. (The cable was brand new and I know it is not a cable issue as I swapped it and it does not matter).

Issue 4: When entering the BIOS, it displays on both screens but appears in the wrong orientation on the Dell (vertical) monitor, showing horizontally instead of vertically.

I comparison used to own a Zoltac from 2014, and even though it was older, it never exhibited such erratic behaviour.

My perspective is that the firmware may not have undergone sufficient testing, especially regarding multi-monitor support. It seems there might be a discrepancy between the firmware and how the graphics should function with multiple monitors. Of course, there's also the possibility of a hardware fault with the current NUC.

Has anyone experienced this, or am I the only person with a MultiMonitor setup? Can Intel engineering team look at this matter maybe and provide a solution?

Thanx

Attached are videos for reference.

Feejus · ‎09-27-2023

I'd like to provide further updates on this matter, as i wanted to ensure it is very clear what issue i am experiencing:

Pictures 1, 2, and 3 clearly illustrate the graphical issue, which is related to Issue 4. Additionally, I enabled Fast Boot.
In Video 1, you can observe that immediately after enabling Fast Boot, the boot process is supposed to be swift, but it appears slow. Notably, the screen loads on the Dell monitor instead of both monitors.
Video 2 showcases the subsequent boot, during which the logo correctly appears on both monitors.
In Video 3, you can see that Fast Boot is functioning as intended.

These visual references should help clarify the issues I've been encountering.

DeividA_Intel · ‎09-28-2023

Hello Feejus,

Thank you for posting on the Intel® communities. I realize how complicated is this behavior with your setup.

To have a better view of your system, I will need the following:

1. Run the Intel® System Support Utility (Intel® SSU) to gather more details about the system.

Download the Intel® SSU and save the application on your computer: https://www.intel.com/content/www/us/en/download/18377/intel-system-support-utility-for-windows.html
Open the application, check the "Everything" checkbox, and click "Scan" to see the 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".
To save your scan, click Next and click Save.

2. You mentioned that with an old Zoltac device, you never experienced any of these issues, is that right? If so, what is the exact model of that Zoltac device?

Regards,

Deivid A.

Intel Customer Support Technician

Feejus · ‎09-28-2023

Dear @DeividA_Intel

Thank you for getting back to me. I have attached the report for your reference. I also attached a screenshot from reliability monitor in Windows.

when i had the network issue i deleted all old logs and rebooted the machine to start a clean plate. That is why there is not much more of history.

Description
A problem with your hardware caused Windows to stop working correctly.

Problem signature
Problem Event Name: LiveKernelEvent
Code: 141
Parameter 1: ffff940f638a8010
Parameter 2: fffff80737397ca0
Parameter 3: 0
Parameter 4: 16d8
OS version: 10_0_22621
Service Pack: 0_0
Product: 256_1
OS Version: 10.0.22621.2.0.0.256.48
Locale ID: 2057

Description
A problem with your hardware caused Windows to stop working correctly.

Problem signature
Problem Event Name: LiveKernelEvent
Code: 117
Parameter 1: ffff940f58264050
Parameter 2: fffff80737397ca0
Parameter 3: 0
Parameter 4: 0
OS version: 10_0_22621
Service Pack: 0_0
Product: 256_1
OS Version: 10.0.22621.2.0.0.256.48
Locale ID: 2057

I also get this from time to time when i shutdown the computer, even if it looks like it is doing the right thing and shutdown is proper.

The previous system shutdown at 20:18:45 on ‎27/‎09/‎2023 was unexpected.

DeividA_Intel · ‎09-29-2023

Hello Feejus,

Thanks for the report and teh additional information. In this case, I noticed you are running the graphics driver Version:"31.0.101.3729" and the latest for your NUC is version "31.0.101.4575". I recommend you perform a clean install of this driver and let me know if teh issue continues.

If the issue persists, please run again the Intel® System Support Utility (Intel® SSU) and share the new report.

Regards,

Deivid A.

Intel Customer Support Technician

Feejus · ‎09-29-2023

Dear @DeividA_Intel,

I appreciate your prompt response, although I must admit this situation is quite perplexing.

To clarify, the issue I initially raised isn't contingent on the Windows Driver. The Windows driver only comes into play once the Windows kernel is loaded. The concern I brought up pertains to the behaviour during the boot process, and more critically, it extends to the behaviour within the BIOS.

As for the next steps, I will certainly proceed with updating the driver as per your recommendation. However, I'm curious about how this driver update relates to the BIOS configuration. Could you please shed some light on this?

Kind regards

DeividA_Intel · ‎09-29-2023

Hello Feejus,

Thanks for your response. I understand your doubt, however, as part of the process Intel recommends having the system completely updated and sometimes, based on what I have noticed, unexpected steps can solve the issue as well.

If you do not want or feel this step is unnecessary, I will understand. Just let me know I will continue with the process. Also, I would like to know the exact model of the Zoltac device that you mentioned that never gives this problem.

Thanks for your comprehension.

Best regards,

Deivid A.

Intel Customer Support Technician

Feejus · ‎09-29-2023

Dear @DeividA_Intel,

Certainly, I will update the Graphic driver. However, I believe it's a valid question to ask why the Intel Driver Support Assistant hasn't notified me about both the firmware and graphics driver updates. Could you please provide an explanation for this?

Also meanwhile can you investigate the matter while I do the Graphic driver update?

Thank you.

Feejus · ‎09-29-2023

Hey, updated to the latest version.

DeividA_Intel · ‎10-02-2023

Hello Feejus,

Thank you for the information provided.

I will proceed to check the issue internally and post back soon with more details. Related to the inquiry about the Intel® Driver & Support Assistant (Intel® DSA), this may have been related to a problem with the tool since this one was not able to recommend the proper driver.

Best regards,

Deivid A.

Intel Customer Support Technician

DeividA_Intel · ‎10-03-2023

Hello Feejus,

Thanks for your patience. I have checked with a specialist and confirmed that this is a normal and expected behavior when posting, the vertical display configuration applies when the OS is loaded.

If you have any other questions, just let me know.

Regards,

Deivid A.

Intel Customer Support Technician

Feejus · ‎10-05-2023

Dear @DeividA_Intel

Thank you for your prompt response. However, I must express that your explanation does not sufficiently address the erratic behaviour I've been experiencing. It only addresses one of the issues I raised.

I have also been able to reproduce a specific problem. When shutting down the computer in Windows 11 (232H) and then restarting it (using FastBoot), everything works as expected. However, if I simply restart Windows 11, the following issues arise:

1. Fast boot does not function properly, resulting in an extended boot time of over 40 seconds.

2. The primary large monitor does not receive a signal during the boot process, and only one monitor is active.

Additionally, there is an unanswered question regarding the Thunderbolt outputs. It remains unclear which one serves as the primary display and which one is considered the secondary display. This matter has not been addressed by either the support team or the developers.

Appreciate that these questions both require testing and further logs, but I just find the driver provided by Intel very buggy or maybe it is Windows 11 which does not feel mature with many bugs.

Thank you

Feejus · ‎10-05-2023

I will add two short videos which shows exactly what happens.

1. Restart video file is when i restart the computer

this one shows what happens when i restart the computer.

Feejus · ‎10-05-2023

This one will show what happens when i first shutdown windows 11 and restart the machine.

You can clearly see the behaivor is diffrent. So question is still standing, if i can reproduce the issue over and over again, is this not a firmware bug?

DeividA_Intel · ‎10-05-2023

Hello Feejus,

I am sorry for the misunderstanding. I will continue with the investigation and review the new information you provided and get back to you as soon as possible.

Best regards,

Deivid A.

Intel Customer Support Technician

Feejus · ‎10-11-2023

Hi @DeividA_Intel

Could you please provide an update on the progress of this matter? I can now definitively confirm that I am able to reproduce the reported issue.

Issue Description: The fast boot feature in the latest BIOS does not function as expected when rebooting in Windows 11 The startup takes over 40 seconds. However, when I perform a "Shutdown" and then restart, the fast boot works as anticipated. I can consistently reproduce this problem on my system every time.

Please let me know what logs you might need to be able to escalate this further.

Feejus · ‎10-18-2023

Dear @DeividA_Intel

It's been days since I had a response on my issue, can you please provide an update from the engineering team?

DeividA_Intel · ‎10-19-2023

Hello Feejus,

I am sorry for the delay in my response. In this case, related to the issue about the system that takes 40+ seconds to boot after restart and just 10 seconds to boot after shutdown when fast startup is enabled in the operating system. This is expected behavior: reboot and shutdown are different states, and fast startup reduces reboot time only.

You can check the following link for further information, "Updates may not be installed with Fast Startup in Windows 10"

Also, about the inability to select the Primary Monitor and, therefore, successfully control screen rotation in a dual-monitor setup. I would like to let you know that this feature will be added to the next BIOS version for Wall Street which will be released in Q4 this year. The detailed schedule is still under discussion.

If you have any other questions, just let me know.

Best regards,

Deivid A.

Intel Customer Support Technician

Feejus · ‎10-21-2023

Hi @DeividA_Intel

While the explanation doesn't satisfy me, after reading up on the distinctions between a shutdown and a restart, I have better understood the answer.

Could you kindly inform me if, when the new BIOS becomes available, the Intel app will function as intended?

DeividA_Intel · ‎10-23-2023

Hello Feejus,

Thanks for your response. In this case, there is no official release date for the new BIOS version other than it is dated to some point in Q4 this year and Intel intends to fix this issue.

Since the new version will be released later this year, I will proceed to close this thread and I recommend you to open a new thread if the issue persists.

Thanks for your comprehension.

Regards,

Deivid A.

Intel Customer Support Technician