14 Replies Latest reply on Aug 10, 2018 12:32 PM by obladi

    NUC7i3BNK - Broken PCM sound from and above 88.2/16 via HDMI

    obladi

      Hi

       

      No issue with DTS_MA (96/24) and with other encoded HD format but sound in case of PCM from and above 88.2/24 is broken more and more as quality is higher and higher.

      It is same problem with Direct Sound and WASAPI, with foobar2k and Jriver and Kodi.

      I tried latest three Intel Audio Drivers but problem is same.

       

      win64_154518.4664.exe

      GFX_WIN10_64_15.46.5.4771_BN.zip

      GFX_WIN10_64_win64_154702.4815.zip

       

      DAC is Pioneer Receiver SC-LX 59 which is working fine from other sources via HDMI too.

      OS: Win10pro 1703

       

      Update: I have tried over all HDMI port on the receiver. Surprisingly only 4K HDCP2.2 port were effected. I would emphasize that other sources can drive these ports too without issue.

        • 1. Re: NUC7i3BNK - Broken PCM sound from and above 88.2/16 via HDMI
          Intel Corporation
          This message was posted on behalf of Intel Corporation

          Hello obladi,

          Thank you for contacting Intel® technical support.  I will be more than happy to help you.

          I understand that you are having issues with the sound on an Intel® NUC Kit NUC7i3BNK.

          To better assist you with your request, I will need to check some more information.  Please let me know what is the name of the software that you are using to test the audio and to confirm that the audio is broken from and above 88.2/16, and let me know how is the issue happening so we can try to replicate it in our labs.  Also, if possible upload a file with this issue to a file sharing service so I can download it and use in my lab test.

          Regards,

          Xavier A.

          • 2. Re: NUC7i3BNK - Broken PCM sound from and above 88.2/16 via HDMI
            obladi

            Thanks for your reply. Please find example and setting detail and my answer in following link.

             

            https://drive.google.com/drive/folders/0B1xSPgrnJNWWd3dHYjkzaWpYZTA?usp=sharing

            • 3. Re: NUC7i3BNK - Broken PCM sound from and above 88.2/16 via HDMI
              Intel Corporation
              This message was posted on behalf of Intel Corporation

              Hello obladi,

              Thank you very much for the information.  We will perform a laboratory test to try to replicate the issue so we can look for a solution for you.

              This may take some time, so I will be contacting you back in a week or less to inform you about our results.

              Regards,

              Xavier A.

              • 4. Re: NUC7i3BNK - Broken PCM sound from and above 88.2/16 via HDMI
                Intel Corporation
                This message was posted on behalf of Intel Corporation

                Hello obladi,

                Thank you for your patience.  We were unable to replicate the issue with the latest driver version, which was recently released on November 7.

                I would recommend you to manually clean install the latest driver and test again to see if the issue was fixed with the update.  First, you will need to uninstall and delete the driver in your system, and then you can proceed to manually install the latest driver,

                Please follow the steps below to uninstall the graphics driver:

                1. On the keyboard, press WinLogo key + R, then type in devmgmt.msc
                2. Expand the Display Adapters section.
                3. Find the Intel® Graphics Driver. The driver can also be called the Intel® Graphics Media Accelerator Driver (Intel® GMA Driver).
                4. Right-click the Intel Graphics Driver and select Uninstall.
                5. Select the check box Delete the driver software for this device.
                6. Reboot the computer after the uninstall process has finished.
                Please follow these steps in order to update the graphics driver:
                1. Download the graphics driver ZIP file: https://downloadmirror.intel.com/27266/a08/win64_15600.4849.zip
                2. Unzip the file to a designated location or folder.
                3. Right-click Windows Start icon and open Device Manager.
                4. Click Yes when prompted for permission from User Account Control.
                5. Expand the Display adapters section.
                6. Right-click the Intel® graphics entry and select Update Driver Software.
                7. Click "Browse my computer for driver software".
                8. Click "Let me pick from a list of device drivers on my computer".
                9. Click "Have Disk".
                10. Click "Browse".
                11. Access the designated location or folder, and access a folder called "Graphics".
                12. Select the file called "igdlh64" or "igdlh".
                13. Click Open, then click OK, and finally click Next. Drivers are now being installed.
                14. Reboot your computer.
                If this process does not fix the issue, then we will need to escalate this issue to the next level of support.  If that becomes necessary, and if you have confirmed that the latest version does not fix the issue, per procedure to escalate the issue, please follow the next link to find a table.  Reply to this post and add that table answering all the requested information.

                https://communities.intel.com/thread/77761

                Regards,

                Xavier A.
                • 5. Re: NUC7i3BNK - Broken PCM sound from and above 88.2/16 via HDMI
                  obladi

                  Thanks for your reply Xavier. I did the following updates.

                   

                  1) I bought a new HDMI cable marked 2.0 on cover. Although my other cables should be 2.0.

                  2) BIOS was updated from 52 to 54. It didn't helped.

                  3) HDMI firmware was updated from 1.66 to 1.72. It did't helped.

                  4 I followed your guide is in previous post step by step. It didn't helped.

                   

                  So the root-cause can be due to

                   

                  1. Intel audio driver (HDMI2.0 compatibility)

                  2. Intel HDMI hardware or firmware (I am afraid that the device itself is wrong but proving it to dealer will be a bit difficult.)

                  3. Pioneer receiver HDMI input. (Unfortunately I have only the NUC as HDMI 2.0 source but driving amplifier from any other 1.4 compatible device it sounds good.)

                   

                   

                  Category

                  Questions

                  Answers (N/A if not applicable)

                  Description

                  Provide a detailed description of the issue

                  PCM sound from and above 88.2/24 is broken more and more as quality is higher and higher.

                  Problem exists with Direct Sound and WASAPI too. With foobar2k or Jriver or Kodi or any other player.

                  Please place an X to the right of the option showing how often you see this issue using specific steps. (Ex: 'Every few times a game is started it flickers.' <- This would be "Often")

                  X Always (100%):

                  Often (51-99%):

                  Sporadic (20-50%):

                  Very Sporadic (<20%):

                  Hardware (HW)

                  Brand and Model of the system.

                  NUC7i3BNK

                  Hybrid or switchable graphics system?
                  ie Does it have AMD or NV graphics too?

                  No

                  Make and model of any Displays that are used to see the issue (see note2 below).
                  LFP
                  = Local Flat Panel (Laptop panel)
                  EFP = External Flat Panel (Monitor you plug in)

                  EFP

                  How much memory [RAM] in the system (see note2 below).

                  8GB

                  Provide any other hardware needed to replicate the issue.
                  ie: Cables&brand, cable type [vga, hdmi, DP, etc], dock, dongles/adapters, etc

                  Pioneer Receiver SC-LX 59

                  Hardware Stepping (see note1 below).

                  attached

                  Software (SW)

                  Operating System version (see note2 below).

                  Windows 10 Pro v1703

                  VBIOS (video BIOS) version. This can be found in “information page” of CUI (right click on Desktop and select “Graphics Properties”.

                  ??

                  Graphics Driver version; for both integrated Intel and 3rd party vendors (see note2 below).

                  23.20.16.4849

                  SW or Apps version used to replicate the issue.

                  Built in Windows direct sound

                  Configurations

                  Single display, clone, or extended (see note2 below).

                  Single

                  Display resolution & refresh rate setting of each display (see note2 below).

                  Full HD 60Hz

                  AC or DC mode, i.e. is power cable plugged in or not?

                  AC

                  How to repro

                  Please provide steps to replicate the issue.  These steps are very crucial to finding the root cause and fix.
                  A screenshot to illustrate the issue is a huge plus. A video of the failure is even better! Attach to the post or provide the YouTube link.

                  1. Connect HDMI output  to 1 of 3 HDMI 2.0 of Pioneer Receiver SC-LX 59
                  2. Change sound format to 2 channel 176/24 in advanced tab of sound settings
                  3. Play something with any player via direct sound system which is usually the default setting.
                  4. Listen whether sound is broken or continuous

                  ...

                   

                  Also see attached files.

                   

                  Hoping in solution.

                  • 6. Re: NUC7i3BNK - Broken PCM sound from and above 88.2/16 via HDMI
                    Intel Corporation
                    This message was posted on behalf of Intel Corporation

                    Hello obladi,

                    Thank you for the information.  We will be escalating the issue to the next level of support to be able to look for a solution for you.

                    Please have in mind that it may take some time to get a result, but we will post back to keep you updated.

                    Regards,

                    Xavier A.

                    • 7. Re: NUC7i3BNK - Broken PCM sound from and above 88.2/16 via HDMI
                      rguevara

                      Hello obladi,

                       

                      The Intel® NUC Board NUC7i3BNB supports for the following formats:

                       

                      1.png

                      When you have your NUC connected to Pioneer Receiver SC-LX 59 and you play anything on 2 channels at 176.4Khz is when you get the audio broken? How broken?

                      Is it possible that you test the same but connected to the TV or to any other speaker set? I just want to rule out the receiver.

                       

                      Thanks,

                      Ronny G

                       

                      • 8. Re: NUC7i3BNK - Broken PCM sound from and above 88.2/16 via HDMI
                        obladi

                        Hi Ronny,

                         

                        Thanks for your answer. You can find examples how it sounds, what I mean by broken sound. Sorry if I use wrong expression.

                         

                        https://drive.google.com/drive/folders/0B1xSPgrnJNWWd3dHYjkzaWpYZTA?usp=sharing

                         

                        Breafly. This Pioneer receiver has several HDMI input channel but only 3 are HDMI 2.0 (and HDCP 2.2) compatible. I experience broken sound if I connect NUC to any of these 3 HDMI 2.0 port. If I connect to any other 1.4 compatible port, sound is perfect.

                        Unfortunately currently I have only these two HDMI 2.0 capable devices ergo I cannot try NUC with other HDMI 2.0 device. Also my TV set is HDMI 1.4 or 1.3 compatible. I know that in this way I cannot decide which device (NUC or Pioneer) has problem but any other 1.4 device I have (PCs, laptops) sound perfectly connecting to any port of Pioneer even with 192/24 stream.

                        BTW something is very strange. You copied part of specification here and max LPCM resolution defined as 176/24. Well when I bought this piece the following was written documentation.

                         

                         

                        It makes me think. If 176/24 is written there in that time I am not sure I would have bought it at all. May be. Anyway.

                        I hope you find the root-cause.

                         

                        Regards

                        Obladi

                        • 9. Re: NUC7i3BNK - Broken PCM sound from and above 88.2/16 via HDMI
                          rguevara

                          Hello obladi,

                           

                          We are currently investigating this issue and we will get back to you soon.

                           

                          Regards,

                          Ronny G

                          • 10. Re: NUC7i3BNK - Broken PCM sound from and above 88.2/16 via HDMI
                            obladi

                            Hi,

                             

                            Meanwile I tried a laptop with CPU 8250U. 

                            Acer Swift 3 SF315-51-59Y3

                            Video card is same 620. I don't know whether it is good news or bad news but it sounded perfecty in any way In any hdmi input of Pioneer receiver. Also the fresh spec of Acer does not contains 192/24 mode either. So something is not OK around 620. Or?

                            • 11. Re: NUC7i3BNK - Broken PCM sound from and above 88.2/16 via HDMI
                              rguevara

                              Hello obladi,

                               

                              I have been investigating this issue and also trying to duplicate with no success.

                              I have an equivalent system but connected to a different Brand/Model AVR and I am having no audio issues when playing the audio files you provided us with.

                              At this point and based on the fact that this issue has been pending for quite some time already, I would recommend that you run latest Graphics drivers (4901): Download Intel® HD Graphics Driver for Windows® 10* for Intel® NUC Kit NUC7i3BN, NUC7i5BN, and NUC7i7BN if the issue still persist please get in contact with our technical support service via phone: Contact Support  and please make reference to case: 3069255.

                               

                              Regards,

                              Ronny G

                               

                               

                               

                               

                              • 12. Re: NUC7i3BNK - Broken PCM sound from and above 88.2/16 via HDMI
                                obladi

                                I think that this is point where I have to give up. I have already used Nvidia or ATI for many years but I though that Intel have learned to manufacture video card. I need video option rather than game therefore it looked a good choice. I am very disappointed. Not just because of this issue. It is just the most bothering one. I am also facing to other issues too which are mentioned here in the forum. I know that that many of these will be solved (or not) by a future driver update and not Intel is responsible for all. Still.

                                 

                                Believe me I tried everything is possible from a user. I continuously check driver update as well MS updates and what is more a Pioneer firmware update has been released meanwhile. Nothing has helped. My opinion is that there is good chance for a unique error of my equipment. I would take (or send) it to the service but I am afraid it will be an endless process.

                                 

                                I mentioned the laptop with CPU 8250U and also I said that it sounds perfectly but I didn't mentioned that video was failed. I have got only blank black screen. It can be due to many reason but video card is same HD Grapics 620. I tried laptop a few monitors too and video output was perfect in every cases. I don't list the possible rootcauses. The point is that the two HD Grapics 620 cards behaves differently. Thanks for your help but I am sick of it. It would be best if I try to sell it and look for other manufacturer. I regret for my choice.

                                • 13. Re: NUC7i3BNK - Broken PCM sound from and above 88.2/16 via HDMI
                                  rguevara

                                  Hello obladi,

                                   

                                   

                                  I am really sorry to hear that you have been dealing with multiple issues with this NUC, I would really like to offer you a quick resolution but resolving issues of this nature, specially when it may involve 3rd party devices may take a long time.

                                  I would recommend that you contact us by Phone or Chat, here is the "contact us" information: https://www.intel.com/content/www/us/en/support/contact-support.html  and make reference to case: 3069255 to explore other possible solutions.

                                   

                                  Regards,

                                  Ronny G

                                   

                                  • 14. Re: NUC7i3BNK - Broken PCM sound from and above 88.2/16 via HDMI
                                    obladi

                                    Hi Ronny, All,

                                     

                                    I installed latest Graphic card driver GFX_Win10_64_24.20.100.6194_BN and see the miracle! It works! May be this is not the first release which works fine. I got tired of testing it every time I install new one sorry but usually I did.

                                    One more thing, the max LPCM output resolution is 192/24 again. :-) Well it is nice job finally. It was only matter of time isn't it.

                                     

                                    Thank you

                                    Best regards