This message was posted on behalf of Intel Corporation
I understand monitors flicker after a few minutes of usage.
Let me apologize for any inconvenience this issue may be causing to you.
I would like you to try different version of the graphics driver. Please download the driver that is on this link https://downloadmirror.intel.com/26772/eng/win64_154518.4664.exe
As soon as the file has been downloaded on the keyboard press WinLogo key + r, then type in devmgmt.msc, double click on Display Adapters -> Intel HD Graphics -> Driver tab -> Uninstall -> Select the check box Delete the driver software for this device -> OK, restart the computer, and then reinstall the driver I provided.
Does the issue happen only when you use the monitors in dual display? Has your customer tested the monitors in Single Display?
I recently started receiving this same (or very, very similar) issue last week. I've been in discussion with a tech about it, but we have not come close to a resolution.
I first noticed the issue after a slew of updates, including Windows updates and a BIOS update. I'm using an NUC6i7KYK (BIOS 48 and graphics 4678) with a similar dual monitor setup, and have been on Windows version 1703 for a while now. The first monitor is connected using an HDMI cable. The second monitor is connected using an HDMI cable to an mDP-to-HDMI adapter. I can confirm that this only happens (to me) while using both monitors. Using either port for a single monitor works just fine, so it doesn't appear to be from the adapter.
Per the tech's request I tried rolling back the BIOS to 46 and then 45, neither worked. I tried uninstalling the graphics driver completely to install the latest one again. That did not solve it, but I did notice the problem did not happen on the default Driver that Windows installed (4331). I tried three previous graphics drivers (4590, 4627, and 4664) and all three resulted in the same behavior. Given the timing in my situation, I do think it may have to do with a Windows update, but I have not had a chance to dig into that.
To clarify on the issue a bit, it happens for me when the monitors are allowed to turn off from the Power Options but before the NUC itself enters sleep mode. I have a large window between those two times (monitors at 10 minutes, sleep at 3 hours) for a specific reason. The only current workaround is to set the monitors to never sleep, but this is not ideal. The behavior is exactly the same as the OP describes, both monitors black with the mouse cursor flickering. Unplugging either HDMI cable is the only way I can get it out of this state (turning off the monitors manually does not).
I found this thread:
I tried uninstalling KB4022716 and it appears to be working fine for now.
gopack13, thank you so much, the KB4022716 uninstall fixed it immediately. However, it's a "quality rollup", so will it reinstall itself with automatic updates enabled if we're set to Current Branch for Business with a 1yr feature delay? I don't believe it will reinstall.
It looks like it was pulled from Windows Update, so you'll probably be fine (see my post in the aforementioned thread). You can search the web for a few different discussions regarding KB4022716, including one that discusses the fact it appears to no longer be available.
Excellent, thank you again!