Screen flickering - Intel NUC10i7FNK

[ejstrup]

I'm experiencing numerous incidents of screen flickering on my new setup.

Typically I have experienced the screen switching briefly to complete black just for a second or two and then returning to normal.

Other problem is during videoplayback in Chrome - that could be YouTube or just embedded video on a newspage. The entire screen either flickers or a combination of both entire screen and the videoplayback itself being disturbed.

My setup is:

Intel NUC10i7FNK
32 Gb Kingston HyperX RAM
1 Tb  WD SSD
Dell U4919uw monitor running at 5120x1440 resolution - connected through USB-C on the back

BIOS is factory default

All drivers are updated according to Intel Driver & Support Assistant and I have tried uninstalling Intel UHD drivers and reinstalling without any positive result.

I have been though this Community and tried a few things, but so far nothing has made a difference.

Any advice would be much appreciated.

Thanks,
Carsten

I have attached a small video of the flickering happening on YouTube.

[ejstrup]

I downloaded Intel SSU and here is the System Information.

[ejstrup]

...and here is the Intel Graphics Command Center report generated

[LeonWaksman]

1. From the last report attached to your post I can see that your monitor is Dell U4919DW rather than Dell U4919uw

2. In the same report I can see that the maximum supported resolution is 3840 x 1080 (60p Hz, 4K)  rather than  5120x1440

3. I suggest that in order to support   5120x1440 resolution, you should download and install  Dell U4919DW Patch Update, Dell U4919DW Monitor Driver and you may also consider to Dell U4919DW Monitor Firmware Update. All of those you may download from Dell Download Site. Please read the installation instructions for each update, prior starting executing each update.

Leon

[ejstrup]

Thanks for replying

Yes... a typo-error in my part. The monitor is indeed a Dell U4919dw.

Actually I have already updated Firmware and applied the Patch Update following the instructions. It didn't make any difference. Still flickering.

I also tried adjusting the frequency (60, 59 and 30 hertz) without any result.

I might have to wait for an update from Dell or a new graphics driver.

Thanks again,

Carsten

[Victor_G_Intel]

Hello ejstrup,

Thank you for posting on the Intel® communities.

To better assist you please provide the following information and try our recommendations down below.

-Do you remember if this issue happened after a new OS update or Wireless driver update?

-Were you able to have a normal/expected performance before?

-Have you installed any recent software or hardware in your system before the issue started?

-Have tried a roll back to a previous driver version for testing?

-Did you test the NUC with any other monitor to see if the issue persists regardless of the monitor been used?

-Were you able to test the monitor with any other cables, maybe with another computer to check if the flickering behavior replicates itself?

-Did you try any other resolution than the 5120x1440?

-Are you using a straight-through connection without any adapter or converter from USB-C to USB-C?

-If you haven’t tried it yet please try to reinstall the latest Thunderbolt driver

https://downloadcenter.intel.com/download/28735/Thunderbolt-3-DCH-Driver-for-Windows-10-for-Intel-NUC

- Please try to reinstall the USB Type C Power Delivery Controller

https://downloadcenter.intel.com/download/27721/USB-Type-C-Power-Delivery-Controller-for-Windows-10-64-bit-for-Intel-NUC

-Please try the following driver by performing a clean installation of it and let us know if the issue persists

Version: 27.20.100.9168

https://downloadcenter.intel.com/download/30148/Intel-Graphics-Windows-10-DCH-Drivers

Clean Installation of Intel® Graphics Drivers in Windows® 10

https://www.intel.com/content/www/us/en/support/articles/000057389/graphics.html

I look forward to hearing from you.

Regards,

Victor G.

Intel Technical Support Technician

[ejstrup]

Hi Victor,

Thanks for taking a look at this issue.

I have answered all Your questions below:

-Do you remember if this issue happened after a new OS update or Wireless driver update?

It has been an issue since the very start, when I first installed Windows 10 - 64bit. Drivers was installed using Intel Support Assistant.

-Were you able to have a normal/expected performance before?

As mentioned above, it has been an issue since the very first startup and install of Windows 10 - 64bit.

-Have you installed any recent software or hardware in your system before the issue started?

No.
Running only standard software like Office 365 apps, Adobe Lightroom for light editing and various system management tools.

-Have tried a roll back to a previous driver version for testing?

No.
No rollback possible since the only driver ever installed was the original installation using Intel Support Assistant.

-Did you test the NUC with any other monitor to see if the issue persists regardless of the monitor been used?

No.
Sad to say I don't have any other monitor available to me at this point. I have however not had any issue at all using my HP Zbook laptop or my MacBook Pro with this monitor. Both laptops have been connected using USB-C (Apple Thunderbolt3 cable).

-Were you able to test the monitor with any other cables, maybe with another computer to check if the flickering behavior replicates itself?

Yes.
As mentioned above I have two laptops which works without any issues at all with the monitor.
On top of that I have tried using HDMI-cable instead of USB-C, but the issue is still active.

-Did you try any other resolution than the 5120x1440?

Yes.
But all others results in a totally distorted picture. Even standard VGA/SVGA and so on.

-Are you using a straight-through connection without any adapter or converter from USB-C to USB-C?

Yes.
I'm using Apple Thunderbolt3 (40Gbps) cable.

-If you haven’t tried it yet please try to reinstall the latest Thunderbolt driver

I have reinstalled the driver linked without any positive result.

https://downloadcenter.intel.com/download/28735/Thunderbolt-3-DCH-Driver-for-Windows-10-for-Intel-NU...

- Please try to reinstall the USB Type C Power Delivery Controller

I have reinstalled the driver linked without any possitive result.

https://downloadcenter.intel.com/download/27721/USB-Type-C-Power-Delivery-Controller-for-Windows-10-...

-Please try the following driver by performing a clean installation of it and let us know if the issue persists

Made a clean install of the driver linked without any possitive result.

Version: 27.20.100.9168

https://downloadcenter.intel.com/download/30148/Intel-Graphics-Windows-10-DCH-Drivers

Clean Installation of Intel® Graphics Drivers in Windows® 10

https://www.intel.com/content/www/us/en/support/articles/000057389/graphics.html

Thanks again for responding to this post. I hope You have something special up Your sleeve.
It's quiet annoying on a day to day basis.

Regards,
Carsten

[Victor_G_Intel · Accepted solution]

Hello ejstrup,

Thank you for posting on the Intel® communities.

We are deeply sorry to hear that our recommendations didn’t make any changes, in this case, based on the information provided and the troubleshooting completed, we consider that there is something wrong with the NUC’s port and the way is providing video playback; therefore, our strongest recommendation will be that if you are within the first 30 days from the date of purchase for this unit, try contacting your place of purchase to check the warranty options for your system; otherwise, try contacting us directly to check what will be the warranty options available for your unit; feel free to refer to this post once you contact Intel Customer Support.

Here is our "contact us" information:

https://www.intel.com/content/www/us/en/support/contact-support.html#@7

We would recommend phone or chat support venues during your regular working hours.

• U.S. and Canada: Intel Customer Support NA
• Europe, Middle East, and Africa: Intel Customer Support EMEA
• Asia-Pacific: Intel Customer Support APAC
• Latin America: Intel Customer Support LAR

Regards,

Victor G.

Intel Technical Support Technician  

[Victor_G_Intel]

Hello ejstrup,

Were you able to check the previous post?  

Best regards,

Victor G. 

Intel Technical Support Technician

[ejstrup]

Hello Victor,

Yes, I did

I ended up contacting the reseller and made a RMA on the Intel NUC.
It went by mail Monday and I included a printout of this discussion.

It reached their office today, so right now I'm waiting for a reply which I expect will be tomorrow.

Thanks again for Your assistance.

Carsten Ejstrup

[Victor_G_Intel]

Hello ejstrup,

Thank you for posting on the Intel® communities.

We will proceed to close this thread; however, if you need any additional information you are more than welcome to submit a new question, just bear in mind that this thread will no longer be monitored. 

Victor G. 

Intel Technical Support Technician