Sometimes NUC multiple display graphics 'frozen' after sleep mode

[Anonymous]

Running multiple monitors. Sometimes when leaving NUC in sleep mode and opening again every monitor but the windows primary monitor is 'frozen.' It shows what was on screen before sleep mode but nothing updates. I have two NUCs and it happens on both. Never had or seen anything like this. These drivers are dodgy AF.

-I have 5 monitors and the problem is the same with all

-I can get one of the monitors to respond by making it the primary desktop but then the others freeze

-I have tried HDMI/mini-DP. No difference.

-All drivers updated.

Any solutions?

[Anonymous]

Only solution is to restart, but then I basically have non-functioning sleep mode.

[Oscar_A_Intel1]

Hello JWeis11,

Thank you for contacting Intel.

I understand you’re having freezing issues after sleep mode when having multiple displays connected. I really appreciate you provided the Intel® System Support Utility report.

I see you have the latest BIOS and Intel® Graphics Driver, please try the following steps:

1. Uninstall the current graphics drivers.

2. Install the Radeon* Graphics Driver for Intel® NUC Kit NUC8i7HNK.

Link: https://downloadcenter.intel.com/download/28600/Radeon-RX-Vega-M-Graphics-Driver-for-Windows-10-64-bit-for-Intel-NUC-Kit-NUC8i7HNK-NUC8i7HVK

3. Then install the Intel® HD Graphics driver.

Link: https://downloadcenter.intel.com/download/28599/Intel-HD-Graphics-Driver-for-Windows-10-64-bit-for-Intel-NUC-Kit-NUC8i7HNK-NUC8i7HVK

If the issue persists after performing the steps above, please provide the Intel® graphics report to perform further investigation.

Check the following link that will show you how to do get the report: https://www.intel.com/content/www/us/en/support/articles/000005848/graphics-drivers.html

Hope this helps!

Oscar A.

Intel Customer Support Technician

Under Contract to Intel Corporation

[Anonymous]

I've done as instructed. It still has the same issue. On two different NUC PCs.

The way I went out about removing the graphics driver was first in Apps & Features of Windows Control Panel: there I removed 'AMD Software' & then 'Intel Graphics Driver.' I then went to 'Device Manager' --> Display adapters, and removed 'Intel(R) HD Graphics 630' and 'Radeon RX Vega M GH Graphics.' I then installed as per your instructions 2 & 3, in that order.

The link you provided (https://www.intel.com/content/www/us/en/support/articles/000005848/graphics-drivers.html) tells me how to get a report, but none of the options it specifies work for me:

"Step 1: Open the Control Panel for Intel® Graphics

Hotkey method: Press Ctrl + Alt + F12 to directly open up the application. Select Advanced Mode if prompted."

Gives me a windows dialog box saying 'You'll need a new app to open this intel.gfxcontrolpanel.'

And

""Step 1: Open the Control Panel for Intel® Graphics Desktop method: Right-click the desktop and select Graphics Properties."

There is no 'Graphics Properties' on my desktop. I only have 'Radeon RX Vega M Settings.'

[Oscar_A_Intel1]

Hello JWeis11,

I'd like to know if you were able to fix the issue by following the prior steps.

Oscar A.

Intel Customer Support Technician

Under Contract to Intel Corporation

[Oscar_A_Intel1]

Hello JWeis11,

Please contact us if you have any questions.

Regards,

Oscar A.

Intel Customer Support Technician

Under Contract to Intel Corporation

[Oscar_A_Intel1]

Hello JWeis11,

Thank you for letting me know the outcome.

I see on your system report that you're running 0056 BIOS version, please update the BIOS to the latest version and let me know if the issue is fixed.

Here's the download link of the 0057 BIOS version:

https://downloadcenter.intel.com/download/28829?product=126141

*NOTE:

You can use the ".msi" file to install the BIOS in Windows* or ".bio" file to do it using the F7 method.

F7 BIOS Update instructions:

https://www.intel.com/content/www/us/en/support/articles/000005850/mini-pcs.html

Hope this helps!

Oscar A.

Intel Customer Support Technician

Under Contract to Intel Corporation

[Anonymous]

Hi,

I have that new BIOS version installed, but same issue.

[Oscar_A_Intel1]

Hello JWeis11,

Thank you for letting me know the outcome.

Please allow me some days to investigate the behavior you're experiencing.

Best regards,

Oscar A.

Intel Customer Support Technician

Under Contract to Intel Corporation

[Abigail_G_Intel]

Hello JWeis11,

Thank you for waiting for our response.

We have tried to replicate the issue with no success. Please check the details of what we have used and tried:

Intel® NUC Kit NUC8i7HNK/Intel® NUC Kit NUC8i7HVK

Graphics:

Intel® HD Graphics 630  Driver version: 25.20.100.6519

Radeon RX Vega M GH Graphics Driver version: 25.20.15002.58

BIOS version: 0057

Steps performed:

1. We used different display cables, HDMI and MiniDP.
2. We connected two displays ASUS.
3. Set the sleep configurations, to go to sleep after one minute. When it came back from the sleep mode we had no issues, the display did not freeze.
4. Then changed the sleep configurations in 10 minutes. When it came back from the sleep mode the results were the same no issues.

So based on this information, our recommendations would be to test with different displays/monitors or to get in contact with Intel Customer Support to check the warranty options on the unit.

Best Regards, 

Abigail G 

Intel Customer Support Technician

Under Contract to Intel Corporation. 

[Anonymous]

Hi,

Thanks for going to the effort of trying to replicate the issue.

I find this doesn't happen simply when I put the computer in sleep and back out of sleep, but when I leave it in sleep mode for a while, e.g., 6 hours+, overnight, etc.

The other thing I've recently found is I can restore the other screen if I set it to the 'primary' monitor in windows & then all the other displays become frozen. It really seems like a driver issue to me.

[Anonymous]

Also the platforms you tested with are same with mine. It happens across two different PCs / models, like you tested with. It's the same whether I use HDMI or mini-DP, etc. So it's either

(a) the monitors (but I don't see how monitors would cause this issue since they just display the graphical output)

(b) windows

(c) the graphics drivers

[Abigail_G_Intel]

Hello JWeis11,

Thank you for the details.

The issue could be related to the monitors since sometimes they have internal customizations for power savings or other power settings. If the issue persists with different monitors we would recommend you get in contact with Intel Customer Support to check the warranty options on the unit.

Best Regards,   

Abigail G 

Intel Customer Support Technician

Under Contract to Intel Corporation.