Dawson Visual issue

This document exists to go over the current information we have for troubleshooting the Dawson video flickering issue. We are looking to gather as much info as possible regarding this. Whenever a support case is worked where we see this issue, encourage the customer to send an Intel SSU report.

Intel SSU tool (System Support Utility):

https://downloadcenter.intel.com/download/25293/Intel-System-Support-Utility-for-Windows-

Troubleshooting:

Drivers: Always start with Drivers. I’ve been encouraging people to use the Driver assistant (DSA) - https://www.intel.com/content/www/us/en/support/intel-driver-support-assistant.html

Monitor: There are two things of note here.

• Cable: Verify the HDMI cable being used. Verify that good accessories are being used and that the monitor had good connection.
  
• Settings: A flicker can be due to the resolution being set to the wrong size. To resolve this follow the steps provided; Right click the desktop and select "Display settings" > Scroll to the bottom and click "Advanced Display Settings" > (Note there is a drop down on the top to select which monitor you're adjusting. Repeat for both monitors) Click "Display adapter properties for display #" > Click the "Monitor" tab > Set refresh rate to desired frequency (recommended 60) > Apply.
  

HDMI Firmware:

This one has a bit of contention. I believe that when a driver is released. We will want our hardware on this version. At this time simply doing this step doesn’t resolve the problem.

Troubleshooting Video Failure on NUC - https://www.intel.com/content/www/us/en/support/articles/000031497/mini-pcs.html

HDMI 2.0 Firmware - https://www.intel.com/content/www/us/en/support/articles/000024118/mini-pcs/intel-nuc-kits.html

HDMI 2.0 Update guide - https://www.intel.com/content/dam/support/us/en/documents/mini-pcs/nuc-kits/NUC7ixDN-HDMI-Firmware-Update-Guide.pdf

Tool Download for Dawson series - https://downloadcenter.intel.com/download/27315/

*When running tool my current on-board F/W Version: Bobcat App: MC2800 v1.66  (cut2.2) CMDB: Ver:0.3  (Custom Ver: 1.1)

*Updated to F/W Version: Bobcat App: MC2800 v1.71  (cut2.2)

CMDB: Ver:0.3  (Custom Ver: 1.6)

My next step was to dig into Regedit and attempt to resolve the problem through there. I did notice that there was an issue with the Intel Management Engine that was consistently reporting as an error when looking up the HDMI visual packet loss. Booted into Safemode to delete Intel Management Engine without issue, then removed all trace through Registry and File Explorer

Regedit file remnants found in:

(HKEY_CURRENT_USER\Software\ Intel Management Engine Components)

(HKEY_LOCAL_MACHINE\Software Intel Management Engine Components)

File Explorer remnants found in:

(C:\Program Files\)

(C:\Document and Settings\All Users\Application Data\)

(C:\Documents and Settings\%USER%\Application Data\)  

Then Installed Intel Management Engine 1909.12.0.1236 Via Driver assistant tool listed above.