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Phantom Canyon NUC11PHKI7C - Sound frequently stop with NVIDIA HD Audio Interface +FPS drops, reboot

Medoc
Beginner
4,277 Views

Dear support,

 

My problem happens when I use a "NVIDIA High Definition Audio" Interface in "Sound>Playback" :

  • When I watch a video on Youtube
  • When I play some games such as Control (DX11 & DX12) and Red Dead Redemption 2

 

What happens :

  • The sound stops frequently (it comes back if I restart Windows Audio service)
  • The games/video suffers from big slowdowns.
  • Sometimes the screen goes black, after few seconds the PC reboot.
  • Sometimes the wifi stop (I noticed that few times, maybe just a coincidence).

 

With my TV (HDMI) :

  • If I use "NVIDIA High Definition Audio", it happens.
  • If I connect to my soundbar using Bluetooth, it doesn't happens.

 

With my Monitor (DisplayPort, HP E240c) :

  • If I use "NVIDIA High Definition Audio" (connected to DisplayPort), it happens.
  • If I use "Echo Cancelling Speakerphone" (connected to the monitor's USB port), it doesn't happens.

 

By manually updating NVIDIA drivers 471.41, I thought I solved the problem (no problem on Youtube/Control/Red Dead Redemption 2 for 1 hour), but after a reboot the NVIDIA HD Audio Interfaces disapeared from "Sound>Playback".

After another reboot, they appeared again, but the problems was back.

 

It's REALLY annoying, I basically alt/tab and restart Windows Audio services every 10 minutes, and sometimes the PC reboots by itself.

 

My Config :

  • NUC11PHBi7 Phantom Canyon
    • Bios : PHTGL579.0062.2021.0430.1451
  • Memory :
    • 2 x Kingston DDR4-3200 8 Go 1600 MHz
  • SSD : Samsung SSD 970 EVO Plus 1TB

 

My Driver (the last NVIDIA drivers 471.41):

  • NVIDIA GeForce RTX 2060 : 30.0.14.7141
  • NVIDIA High Definition Audio : 1.3.38.60 (5/3/2021)

 

Other people seems to suffer from the same problem:

 

Thank you in advance for the support;

Best regards

0 Kudos
25 Replies
Alberto_R_Intel
Moderator
3,756 Views

Medoc, Thank you for posting in the Intel® Communities Support.


We will do further research on this matter to try to find a possible solution for this scenario, for us to be able to do that, please attach the SSU report so we can verify further details about the components in your platform, check all the options in the report including the one that says "3rd party software logs":

https://downloadcenter.intel.com/download/25293/Intel-System-Support-Utility-for-Windows-?product=91...


Any questions, please let me know.


Regards,

Albert R.


Intel Customer Support Technician


Medoc
Beginner
3,736 Views

Thank you for the answer.

 

Here is the SSU file.

 

Also, my best way to quicky reproduce the problem :

  • 2 monitors : 1 TV 4K HDMI (Samsung), 1 Monitor 1080p Displayport (HP)
  • I open a Youtube video with the best quality such as: https://www.youtube.com/watch?v=LXb3EKWsInQ
  • Then I do a lot of these actions :
    • Entering/exiting fullscreen mode
    • Moving the Web Browser (containing the video) from a monitor to another

Best regards,

Alberto_R_Intel
Moderator
3,714 Views

Medoc, You are very welcome, thank you very much for providing that information and the SSU report.


We will now do further research on this matter, as soon as I get any updates I will post all the details on this thread.


Regards,

Albert R.


Intel Customer Support Technician


Ronny_G_Intel
Community Manager
3,652 Views

Hi everyone,

Can you please test BIOS version 0063 and report back?

Here is the URL for download: https://downloadcenter.intel.com/download/30593/BIOS-Update-PHTGL579- 

 

Regards,

Ronny G

business_scrub
Beginner
2,535 Views

I would just like to add another data point – I have exactly the same issue as described above, with sound for videos & games becoming corrupted and cutting out, and occasional BSODs.  My NUC is connected to a TV over HDMI.

 

Obviously, this is a frustrating situation for a media centre PC, and has been ongoing for 6 months.  I hope Intel is still working on a permanent fix.

Medoc
Beginner
3,635 Views

Hello Ronny,

As shown by the SSU file I've linked few days ago, I already use BIOS v0063. This version unfortunately didn't resolve this problem.

Best regard,

Medoc
Beginner
3,501 Views

Hi,

Please note that the last version of NVidia's driver (471.68) doesn't solve the issue, and the version of NVIDIA Audio Interface is the same since many versions: 1.3.38.60.

Best regards,

Ronny_G_Intel
Community Manager
3,423 Views

Hi everyone,

 

This issue has been escalated, we are currently trying to replicate and will potentially work on a solution but cannot promise anything at this moment.

I will get back to the community as soon as I have any updates.

 

Regards,

Ronny G 

smo763
Beginner
3,415 Views

I am having the same issue. Dual LG Ultrawide monitors. Watching youtube the audio stops. Reset output, mute/unmute and it comes back.. then goes out again.

 

Ran all updates, still an issue.

 

 

smo763
Beginner
3,374 Views

Switched to a TOSLINK cable to a soundbar = no audio issues.

 

10min later, poof NUC restarts. Error report:

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

Problem signature
Problem Event Name: LiveKernelEvent
Code: 141
Parameter 1: ffffdb82e0596050
Parameter 2: fffff8072a517894
Parameter 3: 0
Parameter 4: 44cc
OS version: 10_0_19043
Service Pack: 0_0
Product: 256_1
OS Version: 10.0.19043.2.0.0.256.48
Locale ID: 1033

Ronny_G_Intel
Community Manager
3,309 Views

Hi everyone,

 

We are currently investigating this issue and working on a potential fix but I can't promise anything at this point (when or which specific issue will be resolved).

In the meantime, can you please try the workaround below and report back?

 

Please make sure that you are running the latest Graphics driver.

Disable the ASPM option in BIOS.

  1. Access the BIOS (basic input/output system) for the Intel® NUC
  2. During boot, Press F2
  3. Click on Power tab
  4. Select Secondary Power Settings
  5. Uncheck PCIe ASPM Support
  6. Press F10 to save the settings

Turn off fast startup in Windows.

  1. Right-click Start menu
  2. Select Power Options
  3. Select Additional power settings
  4. Select Choose what the power buttons do
  5. Click Change settings that are currently unavailable
  6. Uncheck Turn on fast startup (recommended)
  7. Click Save changes

 

Regards,

Ronny G

smo763
Beginner
3,271 Views

This seems to have solved the audio glitch over HDMI & DisplayPort. Hasn't crashed/rebooted so far too.

 

I still plan to return to newegg. $1599 for a buggy NUC isn't worth it.

 

Medoc
Beginner
3,223 Views

Hi Ronny,

 

Thank you, it solved my problem!

I also noticed around 30% performance boost on all my games, I was not expecting that, it's really appreciable.

 

Best regards,

ZanY
Beginner
2,904 Views
Hello Ronny,

Is there going to be a permanent solution, maybe a BIOS update to solve this problem? Is anyone working on the resolution?

Thanks and Regards,
ZanY
Johnbob
New Contributor I
2,560 Views

Hello,

 

I made the changes:

1) in BIOS

Disable the ASPM option in BIOS.

  1. Access the BIOS (basic input/output system) for the Intel® NUC
  2. During boot, Press F2
  3. Click on Power tab
  4. Select Secondary Power Settings
  5. Uncheck PCIe ASPM Support
  6. Press F10 to save the settings

 

2) Then in Windows

Turn off fast startup in Windows.

  1. Right-click Start menu
  2. Select Power Options
  3. Select Additional power settings
  4. Select Choose what the power buttons do
  5. Click Change settings that are currently unavailable
  6. Uncheck Turn on fast startup (recommended)
  7. Click Save changes

 

And  I still have this ennoying issue where sounds disapears and I have to switch between Sound Cards to have it back.

 

It really sucks... and makes pretty unhappy. I hope it can be fixed soon.

Cheers

 

PowerDog
Beginner
3,288 Views

Hi, I am experiencing the same issue, just wanna know if you are using an ultrawide screen or not?

Because when I use Samsung G5 ultrawide screen (3440*1440@165Hz),  this issue appears very frequently, but when I switch to normal screen (1720*1440) the situation is much better, actually it never appears again.

 

Thanks

smo763
Beginner
3,269 Views

Yes I use dual 34" ultrawide LG monitors 3440x1440 @ 60hz.

ZanY
Beginner
3,028 Views

I was facing the same problem and disabling the ASPM option in BIOS is working for me.

This looks like a work around. Will there be a permanent solution maybe a new BIOS version to resolve this issue?

Thanks.

Johnbob
New Contributor I
2,605 Views

Hello,

I also have a problem here with NUC11 Enthusiast, windows 10 home edition.

When I plug a headset in front mini jack plug, I have some HDMI screen issues (shuts off and on). Then the screen stabilizes.

When I then open google chrome and start to view some content with sound (e.g: youtube) , no sound comes out.

Very annoying workaround: I have to switch the audio interface to another one (eg: optical output) and then back to realtek. Then the sound works. But as soon as I create a new Tab in chrome, same issue, I have no sound anymore.

 

H215
Beginner
2,495 Views

I'm having similar issues as well on Ubuntu 20.04

Fresh install with latest linux drivers and the nvidia 470 driver for the rtx.

1tb sp nvme and 32gb 3200mhz crucial ram.

 

Disabling ASPM doesn't resolve the audio cut off for me.

Also I had to disable the mic in the bios because they were on at the same time

creating an crackling echo sound.

 

It also took over my Bravia XBR900e in the cec department, shutting down my arc soundbar.

Turning off cec in bios didnt work at all. I had to attach a cec-less adapter.

 

I found most of these "fixes" across the net and it seems to point to tiger lake.

Just google "tiger lake sound problems"

 

Really annoying for a $1200 system.

Can these even be fixed with a bios update or is it a borked nuc?

 

 

 

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