black screen freezing when using alt+tab key or exiting from graphic games

[JChoi49]

hello there.

I am using Intel NUC HVK model and often play Blizzard games such as Diablo III and Overwatch and what not...

I frequently use Alt+Tab to escape to Windows desktop screen when playing game.

It works sometimes, but I face black screen many times. it also happends when exiting from the games as well. so I re-installed Windows 10 and Drivers several times to solve this issue. all drivers are up to date but still I am still suffering black screen.

well, I am using LG Ultrafine 5K as a display monitor and I tested my NUC with another lg 5k monitor but still black screen comes up many times. So I guess there is hardware problem on my NUC.

just let me know if there is a nice way to aviod the black screen freezing when escaping from high quality graphic games through alt+tab.

Thank you for your help in advance.

J. Choi

[Abigail_G_Intel]

Hello JChoi49,

Thank you for posting on the Intel Communities.

I would like to ask you for a few more details regarding your system and the issue that you are experiencing, please provide the following information:

1. Which video port are you using on the NUC?
2. Is this a single display set up? Or do you have more displays/monitors connected beside the LG UltraFine 5K?
3. Have you tested if the issue persists with a 4K or lower monitor? If so, please provide details.
4. Please provide your RAM brand, model and if possible the part number.
5. Does it happen only with that shortcut? Or only when doing that action? Is there any other scenario on which you can replicate the issue?
6. For how long does it freeze? How do you get the system back to work?

• Please run the Intel® System Support Utility to have the details about the drivers and hardware installed: https://downloadcenter.intel.com/download/25293/Intel-System-Support-Utility-for-Windows- 

1. Click the menu where it says summary to change to Detailed View. 
2. To save your scan, click Next and click Save. You can save the file to any accessible location on your computer. 
3. Please attach the document to the next post. 

Best Regards,

Abigail G

Intel Customer Support Technician

Under Contract to Intel Corporation.

[Abigail_G_Intel]

Hello JChoi49,

Were you able to see my previous post?

If you need further assistance please let us know.

Best Regards, 

Abigail G 

Intel Customer Support Technician

Under Contract to Intel Corporation. 

[JChoi49]

Hello Abigail,

I also asked about my issues to Intel Korea and they recommended me to send my NUC to Malaysia through RMA Service.

So the NUC is now in Malaysia and I am waiting for a response from you guys. I left a message in the NUC box regarding the issues in Korean and English as well.

I hope the message would be helpful to fix the NUC.

Thanks.

J Choi.

[Abigail_G_Intel]

Hello JChoi49,

Great to know that you were able to start the warranty replacement process. I appreciate that you have shared with me the updates.

So based on your updates, I will close this inquiry now. If you need further assistance, please post a new question.

Best Regards, 

Abigail G 

Intel Customer Support Technician

Under Contract to Intel Corporation.