Phantom Canyon - PHK - Audio dropouts and random reboots

[SamRyan]

I have recently purchased the Intel Phantom Canyon PHK Nuc and am having audio issues after day 1. 

I have all the latest installed Nvidia drivers for the graphics and audio, as well as up to date BIOS, drivers etc. however when playing any media music or videos through Youtube, potplayer, etc the video will start to skip and the audio cuts out. This will happen after 30 seconds or 3 minutes when using the HDMI cable. 

This has happened on the latest drivers for NVIDIA as well as the last few drivers and the issues are still present.

I am also having issues where the unit will randomly reboot (black screen, and goes back to the skull logo and login screen). This has happened several times where I will be displaying youtube, or the internet and the PC will randomly come back to the login screen after the skull logo boot screen. 

Device details:
- Display being used: TV Samsung NU8000 65 inch

- Phantom Canyon NUC

- Samsung 970 Evo Plus 500gb SSD (boot drive)

- WDSN750 500gb SSD

- Crucial 2666mhz 8gb memory x2

any help will be appreciated, I went through 2 Hades Canyons which were returned and have had this for a week and now having issues....

[DeividA_Intel]

Hello SRyan10,  

Thank you for posting on the Intel® communities.   

In order to better assist you, please provide 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://downloadcenter.intel.com/download/25293/Intel-System-Support-Utility-for-Windows-  

· 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. Have you received a Blue Screen of Dead? If so, what was the error code?

3. As per the reboots, if you have a NUC Kit, have you tried with different components (RAM, SSD)?

4. Have you tried with different TV/monitors and video cables (Display port, Thunderbolt)?

5. Does the issue only appears on the speakers or with headphones too?

Best regards,  

Deivid A.  

Intel Customer Support Technician 

[SamRyan]

Hi David

Thanks for getting back to me. 

Please see attached Intel Utility scan as requested. re your questions:

- No Blue screen of death.

- No different components tried,  dont have.

- No different TV monitor, only through HDMI as its used with a TV.

- Issues seems to be present over HDMI only

hope this helps.

Sam

[SamRyan]

Hi David

Update: Have tried several different NVIDIA drivers both video and audio back to Jan 2021, same issues present with sound dropping out and video going sluggish. 

Also tried Microsoft standard drivers for audio, same issues.

[SamRyan]

Hi David

Update:

I have tried the past 3 drivers from NViDa, no luck. I have also tried:
- active mini dp to hdmi cable
- hdmi to another tv
- hdmi to another monitor
- mini dp to another monitor
- active mini dp to hdmi to monitor and another tv
- hdmi through an av receiver to tv
- active mini dp to hdmi through av receiver to monitor

The issues are still present across all of these tests.

I have run out of options…

Regards

Sam

[DeividA_Intel]

Hello SRyan10, 

Thanks for the information provided.

In this case, I would like you to try the following:

1. Update Intel graphics drivers:

- Driver: https://downloadcenter.intel.com/download/30381/Intel-Graphics-Windows-10-DCH-Drivers

2. BIOS recovery:

- Steps: https://downloadmirror.intel.com/30541/eng/NUC-AptioV-UEFI-Firmware-BIOS-Update-Readme.pdf

- BIOS: https://downloadcenter.intel.com/download/30541/BIOS-Update-PHTGL579-

Best regards,  

Deivid A.  

Intel Customer Support Technician 

[SamRyan]

Hi David,

Both methods and updates to the DCH Generic driver for the Intel Xe and the BIOS recovery have been conducted, same audio issues are present. The sound in Youtube and Potplayer for instance (even Microsofts Fims and TV) at random points cuts out and the videos begin to move slowly. 

I have even tested older NVIDIA Drivers (Audio 13.38.40 as well as 13.38.60) to no avail, same issues present. 

The PC is basically unusable at the moment for any media content or streaming. 

regards,

Sam

[DeividA_Intel]

Hello SRyan10, 

Thank you for the information provided 

I will proceed to check the issue internally and post back soon with more details. 

Best regards,

Deivid A.  

Intel Customer Support Technician 

[SamRyan]

Hi David

Any update to this request? My pc is unusable for media content currently..

[Ronny_G_Intel]

Hi @SamRyan 

I apologize for the delay in getting back to you.

We tested this very same combination (of course with a different display) and had no issues and I see that you have done extensive testing as well and in all scenarios the issue is present.

My recommendation would be to replace the NUC, we cannot process warranty requests over the community due to privacy concerns, can you please reach to Intel Customer Support via Phone, Chat or Webticketing, make reference to case #05128414, and request warranty replacement for your product.

Here is our Contact Support information, make sure that you have the system markings available: Serial and SA numbers.

Regards,

Ronny G

[Homerious]

Hi, Ronny, I have the same problem as SRayn10 with my Phantom-canyon NUC. Before a BIOS update(I guess), my PC was working very well, but after that BIOS update, my PC occured this problem. I don't think this problem cause by my PC's hardware problem. I think Your advice that replace a new PC  is unacceptable. because we have the system and the data on it,  replace a new PC means a big trouble to us. I request you should retest this problem very carefully and give us a perfect solution. Give us a new update of the BIOS or old version BIOS to fallback is also accepted. Hope you can find the reason and solve the problem.

[SamRyan]

Hi Ronny

I logged a case as mentioned above however they have closed the case saying I have case 05128414 open that needs to be closed or processed through for the RMA. I have now put a comment against this case for the RMA.

Can you please advise if this is correct and next steps?

Regards,

Sam

[PRyan4]

Hi

I had a skull canyon replaced doing weird stuff with video playback a few years ago.

The replacement exhibited the same behaviour.

Anyway, a few graphics driver and bios updates later, and the problem disappeared. The issue I was having was also experienced by other users at the time too.

[Medoc]

Hello,

I have exactly the same problem than SRyan10.

It happens when I use a "NVIDIA High Definition Audio" Interface in "Sound>Playback".
- When watching a video on Youtube
- When playing some games such as Control (DX11 & DX12) and Red Dead Redemption 2

What happens :
- The sound stops (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).

With my TV (HDMI) :
- If I use "NVIDIA High Definition Audio", it happens.
- If I connect to my soundbar with 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, 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 Interface disapeared from "Sound>Playback".
After a reboot it appeared again, but the problems happened again.

It's REALLY annoying as it seems to alter GPU performances, and I'm sure we are a lot to encounters this problem.

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

Best regards

[SamRyan]

Hi Medoc,

Unfortunately my unit NUC11PHKi7C000 (Barebones) had this and other major issues so is being dealt with under RMA. I tried all drivers and BIOS including older drivers back several versions, even did clean windows installs and checked on my dads equipment (monitors and TV’s with DP and HDMI ports) same issues arose.  Intel advised that this issue was reported in one other case currently being investigated by the engineering team. 

Instead, I managed to purchase a NUC11PHKi7CAA model from a local retailer which is the one that comes preconfigured with Windows 10, Ram and SSD. I have had no further issues with this unit, everything works flawlessly. The production date is July 21 where as my old NUC11PHKi7C000 was May 2021. My new unit has all the current drivers and latest BIOS except for the NVIDIA ones which are an older video and audio driver. I would suggest trying to download the older and latest drivers for NVIDIA (new one came out two days ago) as well as the latest of the intel driver and see how that goes.

From other forums and pages I have read, there doesn’t seem to be any issues with people using HDMI and the NVIDIA HDMI audio interface, so it seems to be only a small group affected.

[Medoc]

Hi SRyan10,

Thank you for the update.

By curiosity, what were the other major issues you were talking about?

I also tried a lot of drivers... I will open a new case and follow the Intel investigations you were refering to.

[SamRyan]

Hi Medoc,

My unit was having major crashing in any application, program or game including Youtube and the browser to wear it became unusable. I was also having issues running applications, which even after checking everything and doing all the steps did not rectify anything. 

I would try now the new NVIDIA driver thats out (7411) plus install the Chipset 8258, Xe DCH 9415 driver and BIOS063 from the downloads page and then do a BIOS restore original defaults and see how you go.

Intel® NUC 11 Enthusiast Kit - NUC11PHKi7C

btw: I purchased another unit the CAA model  that comes preconfigured with Intel H10 SSD with Optane and 2x5gb 3200 ram and W10 Home and it works flawlessly, no issues with audio at all. I have been assisting Intel with providing feedback to assist with their investigations. 

[SpongePica]

I purchased my Phantom Canyon from SimplyNuc and I have been experiencing the same problem as you did.  I really hope Intel can come out with a solution asap.  This issue is really annoying.

[SamRyan]

Hi SpongePica,

I would try now the new NVIDIA driver that's out (7411) plus install the Chipset 8258, Xe DCH 9415 driver and BIOS063 from the downloads page and then do a BIOS restore original defaults and see how you go.

Intel® NUC 11 Enthusiast Kit - NUC11PHKi7C

I purchased another unit the CAA model  that comes preconfigured with Intel H10 SSD with Optane and 2x5gb 3200 ram and W10 Home and it works flawlessly, no issues with audio at all. I have been assisting Intel with providing feedback to assist with their investigations. 

[mejason83]

I want chime in and say that I am experiencing the very exact issue with my phantom canyon that I got from SimplyNUC.    Randomly audio just starts breaking up and then a reboot or Audio breaks up and then internet drops out and I have to hard reset to get it working again.   If I try to reboot when the issue happens I get a BSOD, so I always have to hard reset. 

[n_scott_pearson]

@mejason83,

While they may seem similar, every user's issues are different. You have different hardware, different driver mix, different installation order, etc. In addition, Intel Customer Support wants to track each user's issue to completion. They can't do that if you are a rider on someone else's issue. Please open your own conversation for your issue (using the Post a Message button on the main (root) Intel Community page). Please include a full description of your issue, the model of your laptop, etc. in your post.

...S