Intel NUC X15 LAPKC71E USB C to DP Not Working

[abcd123333]

Hi.

I'm trying to set up a dual-monitor configuration on my Intel NUC X15 (LAPKC71E), but I'm running into issues with the USB-C to DisplayPort output.

Setup:

• ViewSonic VX2758-2KP-MHD – connected via USB-C to DP

• MSI PRO MP275Q – connected via HDMI

Issue:

• USB-C to DP only works **sometimes**, and never works when HDMI is also connected.

• When both displays are plugged in, HDMI takes priority and the USB-C monitor stays black.

• I can't get both monitors to output at the same time.

• HDMI works fine by itself.

• Both monitors and cables work fine on a Dell Latitude, so I believe it's not an issue with the cable or monitors.

What I've tried:

• BIOS, firmware, NUC drivers, and GPU drivers are all fully up to date.

• Verified that the LAPKC71E supports USB-C DisplayPort Alternate Mode.

• Swapped cables and monitors to rule out faults — no change.

Current cable (inconsistent):
https://www.amazon.com.au/dp/B0DSPPJ4V4

Ordered to test next:

• USB-C to DisplayPort adapter: https://www.amazon.com.au/dp/B088H5JTJ7

• DisplayPort cable: https://www.amazon.com.au/dp/B0C4DC6P4H

Intel support won't help me because the device is 'discontinued' so I am hoping someone on forums is able to help me.

Cheers.

[n_scott_pearson]

Can you do other things with these Thunderbolt USB-C ports? Can you, for example, plug in a USB flash device and access it?

I know that you say that BIOS, firmware, NUC drivers, and GPU drivers are up to date, but could you please provide us with the version numbers that are actually running? Do this by looking on the system, not at the installation files that you have. Specifically, I would ask for the version numbers of the following items:

1. BIOS (this can be found within (F2) BIOS Setup Program)
2. Management Engine (this can be found within (F2) BIOS Setup Program)
3. Chipset Device Software (this is difficult to determine, version number from installation package will suffice here)
4. Thunderbolt Driver
5. Graphics Driver

...S

[abcd123333]

Hi Scott.

Firstly I did another test, and it outputs to both displays + laptop display if I do it in this specific order (leaving a few seconds in between each step):

1. Turn on laptop with charger unplugged

2. Plug in USB C to DP cable

3. Plug in HDMI cable

4. Plug in charger cable

So strange, right? 

In regards to your questions, yes, a USB C USB works fine. 

1. BIOS: KCTGL357.0051.2024.1218.1352

*Downloaded .EBU BIOS file from here

*Link is broken for the driver pack

*However, I used Intel Driver and Support Assistant to scan my system, and it is up to date:

2. Management Engine: 15.0.50.2633

3. Chipset Device Software: 1.9, which I assume is from the latest version of the driver pack.

4. Thunderbolt Driver: 1.41.1193.0

5. Graphics Drivers:

NVIDIA: 32.0.15.7688

Intel: 27.20.100.9415

I hope I have provided enough information. Thank you.

[n_scott_pearson]

First of all, as a general rule, NEVER, NEVER, NEVER consider yourself as being up-to-date just because IDSA says it is. There are so many devices that it ignores to ever consider its up-to-date as being, well, up-to-date (consider this for starters: Intel Products That Aren’t Supported by IDSA). Yea, make sure you install the updates that IDSA identifies, but check regularly for updates to the other packages that is gloms over.

Secondly, 1.9 is the version number for the Driver Pack. The Chipset Device Software package version number we're looking for is (or should be) 10.1.19376.8374. In fact, however, the important thing is simply that you have installed this package. All sorts of issues can come up with (other) driver packages - including USB - if this isn't installed. Do not rely on IDSA or Windows to get the hardware configured right (they won't). This is the package that does it right. For others listening in, Intel has identified this version as being the universal version for all of the 7th-13th gen NUC products.

Thirdly, just as a BTW, the link on the page is not broken. It just takes a very long time to get the very large ZIP file ready to download. I agree that the page seems to lock up, but it doesn't really. I was able, with some patience, to download the package - which, after waiting all that time, found out i had it downloaded already (Doh!).

Ok, so far, I feel like I am just the cheerleader waving pompoms on the sidelines. Unfortunately, I just don't see anything obviously wrong.

1. If someone else with one of the KC laptops can see if they have the same problem, let us know. I only have the (M15) RC and older (71x) QC laptops, so my testing is not applicable (but I will say this, I am not seeing this issue).
2. Just to be complete, let's look at the overall driver picture. Please download and run the Intel System Support Utility for Windows. When you start the utility, select Everything and then click on Scan. Once it completes the scan process, click on Next and then Save. Pick a name for the text file to create and click on Save to create it. You can then close the app. Finally, open a response post here and then, using the Drag and drop here or browse files to attach dialog (below the edit box for the body of your response post), upload and attach this text file to the response post.

...S

[abcd123333]

Ok, thank you. I was able to successfully install the drivers.

I ran the Intel system support utility for windows and have attached the file.

After the drivers were installed, I'm able to actually boot up the laptop with everything plugged in (charger, HDMI, USB C > DP) and I just have to un-plug and plug back in the USB C > DP cable.  It's a bit annoying, but works better than the solution I had going on earlier

Ignore that last comment I strikethrough'd, that only worked as a once off...

[n_scott_pearson]

I can see nothing obvious in the report. I invite others (@AlHill, @LeonWaksman) to take a look and see if they can see anything. I have not heard of any issues like this with the TBT ports. There's been other issues, but mostly because the TBT ports failed completely.

Sorry I can't help more,

...S

[abcd123333]

That’s ok. Thank you for the help though, I appreciate it. I will have to plug everything in one by one until I find a better solution

[LeonWaksman]

Hi @abcd123333 

Check the following BIOS Settings:

Advanced>Video

1. IDG Primary Video Port -> HDMI

2. IDG Secondary Video Port -> Thunderbolt

(you may try other configurations as well).

Leon

[abcd123333]

Hi Leon,

I don't have that option in my BIOS settings. All there is in video is - IGD Minimum Memory, and IGD Aperture Size.

[LeonWaksman]

"IGD Minimum Memory, and IGD Aperture Size" are those parameters set to its default value?

Leon

[abcd123333]

Hi Leon,

As far as I am aware yes, here are the values:
IGD Minimum Memory: 64 MB
IGD Aperture Size: 256 MB

[LeonWaksman]

Hi @abcd123333 

The IDG values seems to be default values (in my opinion there are correct). However, after checking the SSU report (attached to your post above), I can see that the NVIDIA Graphics Adapter is in OFFLINE state.  I'm not familiar with this laptop, but please check in NVIDIA Control Panel how to control this adapter (right click on desktop and select the Nvidia Control Panel). 

Leon

[abcd123333]

Hi.

I am still unfortunately troubleshooting this issue and feel like I have tried everything under the sun at this point. It's driving me nuts.

I have attached an image of my Nvidia settings.

[LeonWaksman]

The drivers should be installed following certain procedure/order: Intel NUC X15 Laptop Kits-Driver Installation Guide.  

The Chipset driver should be installed first and then the ME Driver. After laptop rebooting, you may continue with the other drivers. 

Looks to me (after reviewing the SSU report) that your Chipset is undefined.  

Leon