detection verification failed

[TL-SEEL]

Hello 
i use a Intel NUC10i7TNK and we would use a USB C-HDMI Adapter for a 2nd Display. In the system manager is allways a fail in detection verification process. Also it isn't possible to update the thunderbolt software update. 

what can we do? thx for your support!

an ssu scan is attached

[Victor_G_Intel]

Hello TL-SEEL,

Thank you for posting on the Intel® communities.

To better assist you please provide the following information.

-Have you tested a different cable/adapter?

- Were you able to have a normal/expected performance with this configuration before? If yes, was there any recent change related to the point when the issue started?

- Did you try using a straight-through connection (e.g. HDMI-to-HDMI, DVI-to-DVI) with a single cable for both monitors?

-Is the issue the same if you test only one display at a time or if you swap out the displays testing "other video ports" on the NUC?

- With both displays connected to the NUC, please provide a Report for Intel® Graphics Drivers following the steps on the link.

https://www.intel.com/content/www/us/en/support/articles/000005848/graphics.html

-Were you able to check the Thunderbolt option in BIOS:

Note: If you didn’t please follow the steps below to do it.

Steps:

• Press F2 during boot to enter BIOS Setup.
• Go to Advanced > Devices > Onboard Devices.
• Check that the Thunderbolt Controller is enabled.
• Press F10 to save and exit BIOS Setup.

I look forward to hearing from you.

Regards,

Victor G.

Intel Technical Support Technician  

[TL-SEEL]

Hello Victor

my answers tp your questions:

To better assist you please provide the following information.

-Have you tested a different cable/adapter?

tested three adapters
2 different adapters from i-tec 
C31DUAL4KHDMI | i-tec USB-C 3.1 Dual 4K HDMI Video Adapter | i-tec (i-tec.pro)
C31METALDP60HZ | i-tec USB-C Metal Display Port Adapter 4K/60Hz | i-tec (i-tec.pro)
> still not working

USB to Dual HDMI Adapter - 4K - USB Video Adapters (startech.com)
> working fine with 2 monitors

- Were you able to have a normal/expected performance with this configuration before? If yes, was there any recent change related to the point when the issue started?

>Yes normal performance; is a new system setup build on november 2020. 

- Did you try using a straight-through connection (e.g. HDMI-to-HDMI, DVI-to-DVI) with a single cable for both monitors?

yes with both monitors. is working fine on the hdmi port with multiple diffrent cables

-Is the issue the same if you test only one display at a time or if you swap out the displays testing "other video ports" on the NUC?

there is no diffrence

- With both displays connected to the NUC, please provide a Report for Intel® Graphics Drivers following the steps on the link.

>attached

-Were you able to check the Thunderbolt option in BIOS:

Thunderbolt Driver is enabled

Thx for your support!

Kind regards 

Oliver

[Victor_G_Intel]

Hello TL-SEEL,

Thank you for posting on the Intel® communities.

Based on the issue that you're experiencing please try the following:

- Reinstall the latest thunderbolt driver

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

How to install

Double-click Thunderbolt™ Software Installer.exe.

Note: The Thunderbolt Control Center should load automatically after the driver is installed and if you're connected to the Internet. If it doesn't, you can download it from the link down below.

• https://www.microsoft.com/en-us/p/thunderbolt-control-center/9n6f0jv38ph1

Note: The Thunderbolt Control Center allows you to approve and manage Thunderbolt

devices.

-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

- Complete a BIOS recovery

Instructions

• https://www.intel.com/content/www/us/en/support/articles/000033291/intel-nuc.html

*There are two methods in the link above please try the power button menu one. If the problem persists, continue to the next step.

Latest BIOS:

• https://downloadcenter.intel.com/download/30073/BIOS-Update-FNCML357-

- Restore BIOS factory defaults:

• Press F2 during boot to enter BIOS Setup.
• Press F9 to set factory defaults.
• Press F10 to save and exit BIOS Setup.

I look forward to hearing from you.

Regards,

Victor G.

Intel Technical Support Technician  

[Victor_G_Intel]

Hello TL-SEEL,

Were you able to check the previous post?  

Please let me know if you need further assistance.  

Best regards,

Victor G. 

Intel Technical Support Technician

[TL-SEEL]

Thx Victor
I'm looking with a college of our company it. The problem is in my eyes the thunder bolt software. we can't install this in a proper way > critical abandon. 

We have a temporar solution for our events and we will look later to fix the problem.

Regards TL-SEEL

[Victor_G_Intel]

Hello TL-SEEL,

Thank you for posting on the Intel® communities.

We understand that you have found a temporary solution; however, please bear in mind that even though there is always a possibility for the port to be damaged or the software not be working as it’s supposed to, when we talk about adapters there is always a possibility that those can cause no display issues or even a flickering display; therefore, in case you want to give it a shot in the links down below you will see the cables and combinations supported for this unit, I would recommend if possible to try them out and let us know if the port reacts differently if not we can check a different approach from our end.

Cables and Video Adapters for Intel NUC Display Connections

https://www.intel.com/content/www/us/en/support/articles/000056401/intel-nuc.html

Note: You will see in this link all the cables we have tested with our NUCs and in regard to a USB-C - to HDMI adapter, that one hasn’t been validated; therefore, limitations and issues may occur.

Multiple Display Configuration Options for Intel® NUC Kits NUC10i7FN, NUC10i5FN, NUC10i3FN

https://www.intel.com/content/www/us/en/support/articles/000056438/intel-nuc.html

Note: On this link, you will see the recommended configurations you just need to bear in mind that we are talking here about straight connections only from NUC port to monitor port.

It is worth mentioning that even though some adapters might not be recommended we understand that third party brands will develop different options for NUC users and if you want you can use the following tool to find the ones that we have validated and check with the different manufacturers to see which one would you like to test.

Intel® Product Compatibility Tool

https://compatibleproducts.intel.com/

Note: The path to finding them is the following: Intel®  NUC >MINI PCS > NUC10i7FNKPA > Cables, Thunderbolt™ and USB Type C Devices, or Adapters and Dongles.  

Regards,

Victor G.

Intel Technical Support Technician 

[Victor_G_Intel]

Hello TL-SEEL,

Were you able to check the previous post?  

Please let me know if you need further assistance.  

Best regards,

Victor G.  

Intel Technical Support Technician

[Victor_G_Intel]

Hello TL-SEEL,

We have not heard back from you.

If you need any additional information, please submit a new question as this thread will no longer be monitored 

Victor G. 

Intel Technical Support Technician