1 2 Previous Next 24 Replies Latest reply on Feb 6, 2018 11:05 AM by Intel Corporation

    Difficulty playing UHD 4k (3840×2160) video.

    Dugen

      Thanks for your time and attention,

       

        I'm having mixed results playing 4k (3840 × 2160) video.  Though mp4 seems to be okay, HEVC x.265 mkv is giving mixed results (none good).

       

      The video seems to play best using the native Windows video player.  The audio seems fine, but the video stutters significantly.

       

      Any advice or suggestions?

       

       

       

      Thanks again,

      Dugen

       

      Operating System: Microsoft Windows 10 Home(10.0.16299 Build 16299)

      Physical Memory (Installed): 8 GB

      Processor: Intel(R) Core(TM) i7-6500U CPU @ 2.50GHz

      System Type: x64-based PC

      Total Installed Updates: 16 Updates - See Detailed View for more information

      Display Adapter(s): Intel(R) HD Graphics 520 22.20.16.4771

      System Manufacturer: Dell Inc.

      System Model: 0GN5VG

      Network Adapter(s): Intel(R) Dual Band Wireless-AC 3165 19.51.8.2

      Disk(s): SanDisk Z400s 2.5 7MM 256GB 130.10 GB (available) 10.0.16299.15

       

      Adapter Compatibility Intel Corporation

      Adapter DAC Type Internal

      Adapter RAM 1.00 GB

      Availability Running or Full Power

      Bits Per Pixel 32

      Caption Intel(R) HD Graphics 520 http://www.intel.com/content/www/us/en/search.html?keyword=HD+Graphics+520

      CoInstallers oem17.inf,iSKLD_w10_DS,Internal,Intel(R) HD Graphics Family

      Color Table Entries 4294967296

      Dedicated Video Memory Not Available

      Driver igdkmd64.sys

      Driver Date 08/12/2017 05:00 PM

      Driver Path C:\WINDOWS\system32\DriverStore\FileRepository\igdlh64.inf_amd64_453d2af85bf95078\igdkmd64.sys

      Driver Provider Intel Corporation

      Driver Version 22.20.16.4771

      INF oem17.inf

      INF Section iSKLD_w10_DS

      Install Date Not Available

      Installed Drivers C:\WINDOWS\System32\DriverStore\FileRepository\igdlh64.inf_amd64_453d2af85bf95078\igdumdim64.dll,C:\WINDOWS\System32\DriverStore\FileRepository\igdlh64.inf_amd64_453d2af85bf95078\igd10iumd64.dll,C:\WINDOWS\System32\DriverStore\FileRepository\igdlh64.inf_amd64_453d2af85bf95078\igd10iumd64.dll,C:\WINDOWS\System32\DriverStore\FileRepository\igdlh64.inf_amd64_453d2af85bf95078\igd12umd64.dll

      Last Error Code Not Available

      Last Error Code Description Not Available

      Last Reset Not Available

      Location PCI bus 0, device 2, function 0

      Manufacturer Intel Corporation

      Microsoft DirectX* Version 11.X

      Monochrome No

      Number of Colors 4294967296

      Number of Video Pages Not Available

      PNP Device ID PCI\VEN_8086&DEV_1916&SUBSYS_06FF1028&REV_07\3&11583659&0&10

      Power Management Capabilities Not Available

      Power Management Supported Not Available

      Refresh Rate - Current 60 Hz

      Refresh Rate - Maximum 60 Hz

      Refresh Rate - Minimum 48 Hz

      Resolution 3840 X 2160

      Scan Mode Noninterlaced

      Service Name igfx

      Status OK

      Video Architecture VGA

      Video Memory Unknown

      Video Processor Intel(R) HD Graphics Family

       

      Availability Running or Full Power

      BIOS 1.17.0, DELL   - 1072009

      Caption Motherboard

      Chipset Intel(R) 100 Series http://www.intel.com/content/www/us/en/search.html?keyword=100+Series

      Date 06/19/2017 05:00 PM

      Install Date Not Available

      Last Error Code Not Available

      Last Error Code Description Not Available

      Manufacturer Dell Inc.

      Model Not Available

      Part Number Not Available

      PNP Device ID Not Available

      Power Management Capabilities Not Available

      Power Management Supported Not Available

      Product 0GN5VG

      Serial Number /41GDB82/CN7620662N0211/

      Status OK

      Version A00

       

      KB2468871 Microsoft .NET Framework 4 Client Profile [Not Available]

      KB2468871 Microsoft .NET Framework 4 Extended [Not Available]

      KB2468871v2 Microsoft .NET Framework 4 Client Profile [Not Available]

      KB2468871v2 Microsoft .NET Framework 4 Extended [Not Available]

      KB2478063 Microsoft .NET Framework 4 Extended [Not Available]

      KB2478063 Microsoft .NET Framework 4 Client Profile [Not Available]

      KB2533523 Microsoft .NET Framework 4 Extended [Not Available]

      KB2533523 Microsoft .NET Framework 4 Client Profile [Not Available]

      KB2544514 Microsoft .NET Framework 4 Extended [Not Available]

      KB2544514 Microsoft .NET Framework 4 Client Profile [Not Available]

      KB2600211 Microsoft .NET Framework 4 Client Profile [Not Available]

      KB2600211 Microsoft .NET Framework 4 Extended [Not Available]

      KB2600217 Microsoft .NET Framework 4 Client Profile [Not Available]

      KB2600217 Microsoft .NET Framework 4 Extended [Not Available]

      KB4048951 Security Update [11/26/2017]

      KB4048955 Security Update [11/23/2017]

       

      Architecture x64

      ATPO Not Available

      Availability Running or Full Power

      Caption Intel64 Family 6 Model 78 Stepping 3

      Chipset Name Intel(R) Core(TM) i7-6500U CPU @ 2.50GHz http://www.intel.com/content/www/us/en/search.html?keyword=Core+i7+6500U+CPU+

      CPU Speed 1.10 GHz

      Current Voltage 1.7 volts

      Driver Not Available

      Driver Date 04/21/2009 12:00 AM

      Driver Path C:\WINDOWS\system32\drivers\intelppm.sys

      Driver Provider Microsoft

      Driver Version 10.0.16299.15

      Ext. Family Not Available

      Family Intel Core™ i7-2760QM

      FPO Not Available

      INF cpu.inf

      INF Section IntelPPM_Inst.NT

      Install Date Not Available

      Last Error Code Not Available

      Level 1 Cache 2 x 64 KB

      Level 2 Cache 2 x 512 KB

      Level 3 Cache 4 MB

      Load 14%

      Manufacturer GenuineIntel

      Model 78

      Name Intel(R) Core(TM) i7-6500U CPU @ 2.50GHz

      Number of Cores 2

      Number of Cores Enabled 2

      Number of Logical Processors 4

      Part Number To Be Filled By O.E.M.

      Power Management Capabilities Not Available

      Power Management Supported No

      Processor ID BFEBFBFF000406E3

      Revision 19971

      Serial Number To Be Filled By O.E.M.

      Service Name intelppm

      Status OK

      Stepping 3

      Version Not Available

       

       

      BaseBoard Manufacturer Dell Inc.

      BIOS Mode UEFI

      BIOS Version/Date Dell Inc. 1.17.0 , 06/20/2017 12:00 AM

      CD or DVD Not Available

      Embedded Controller Version 255.255

      Platform Role Mobile

      Processor Intel(R) Core(TM) i7-6500U CPU @ 2.50GHz , GenuineIntel

      Secure Boot State On

      SMBIOS Version 2.8

      Sound Card Conexant SmartAudio HD

      Sound Card Intel(R) Display Audio

      System Manufacturer Dell Inc.

      System Model Inspiron 15-7568

      System SKU 06FF

      System Type x64-based PC

        • 1. Re: Difficulty playing UHD 4k (3840×2160) video.
          Intel Corporation
          This message was posted on behalf of Intel Corporation

          Thank you very much for contacting the Intel® Graphics communities. We will do our best to try to fix this problem.
           
          Since you already installed the driver provided by Dell, 4771, now we can try to install the latest graphics driver for the Intel® HD Graphics 520 controller, which is version 4849:
          https://downloadcenter.intel.com/download/27266/Graphics-Intel-Graphics-Driver-for-Windows-15-60-?product=88355
           
          Just to confirm some information about your system, please provide the graphics report. Open the Intel Graphics control panel, select “Options and Support” then look for ‘Information Center” and save the file. To attach a file, you must click "Use Advanced Editor" in the top right corner of the response box, then the "attach" option will appear in the bottom right corner of the response box.
           
          Are you using adapters or converters?
           
          Any further questions, please let me know.
           
          Regards,
          Alberto R
           

          • 2. Re: Difficulty playing UHD 4k (3840×2160) video.
            Dugen

            Thanks Alberto,

             

            After trying to install version 4849:

             

            Error Message: Computer Manufacturer Graphics Driver Detected


            Last Reviewed: 01-Nov-2017

            Article ID: 000005469

             

            Also, I'm not certain as to what type of adapters or converters you might be referring.  My guess would be that I'm not using either.

            Thanks so much for your time,

            Dugen

            • 3. Re: Difficulty playing UHD 4k (3840×2160) video.
              Intel Corporation
              This message was posted on behalf of Intel Corporation

              You are welcome. Thank you very much for sharing those details. Another option to try will be to install the graphics driver 4849 manually:
              https://www.intel.com/content/www/us/en/support/articles/000005629/graphics-drivers.html
               
              If the problem persists after that, then we will do further research on this matter, for us to be able to do that, please provide the information requested on the following thread:
              https://communities.intel.com/message/319025
               
              Any questions, please let me know.
               
              Regards,
              Alberto R
               

              • 4. Re: Difficulty playing UHD 4k (3840×2160) video.
                Dugen

                Hello Alberto,

                 

                  After installing the 4849 driver manually, the video would no longer play at all.  After reinstalling the previous driver, we are back to where we started.

                 

                Thanks again, and I hope we can find a solution soon.  If there is any additional information needed lease don't hesitate to ask.

                 

                Dugen

                 

                 

                 

                 

                Category

                Questions

                Answers (N/A if not applicable)

                Description

                Provide a detailed description of the issue

                Stuttering during HEVC x265 3840x2160 4k video playback

                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")

                Always (100%): X

                Often (51-99%):

                Sporadic (20-50%):

                Very Sporadic (<20%):

                Hardware (HW)

                Brand and Model of the system.

                Dell Inspiron 15 7568

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

                No

                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)

                LFP

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

                8g

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

                 

                Hardware Stepping (see note1 below).

                 

                Software (SW)

                Operating System version (see note2 below).

                 

                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).

                Integrated 520

                SW or Apps version used to replicate the issue.

                 

                Configurations

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

                Single Display

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

                 

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

                Both

                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. Double-click the video file
                ...

                Note1:

                1. Go to “Device Manager”. Double click on “Display adapters”, right click on “Intel(R) HD Graphics…” and select “Properties”, select “Details” tab, select “Hardware Ids” in Property drop-down box.  Capture this info (save as screenshot) and include as an attachment in the Intel Community Forum posting.

                NOTE2:     Please follow these instructions below to collect info for the 3 areas. This greatly helps engineering with replicating the issue and investigating and is a requirement from them.
                Intel SSU (System Support Utility): (Note - This is a new Intel tool that will eventually incorporate gathering all the data needed in one click. Targeting end of year to be fully featured. Until then, please provide the DxDiag and DispDiag as well)Download Intel® System Support Utility

                1. Download the utility
                2. Run the exe and select 'Scan'
                3. Save and include as an attachment int he Intel Community Forum

                DxDiag Instructions:

                1. Click on the “Start Menu” -> Type “DxDiag” -> Press “Enter” -> Wait for the DirectX Diagnostic Tool to finish loading
                2. In the DirectX Diagnostic Tool, click “Save All Information” -> Save the file DxDiag.txt
                3. Include DxDiag.txt as an attachment in the Intel Community Forum

                DispDiag Instructions:

                1. Click on the “Start Menu” -> Type “cmd” -> Then a command shell window will open
                2. In the command shell, type “dispdiag -out %homepath%\Desktop\DispDiag-Intel-Issue.dat” -> The command shell will output something similar to “Dump File: C:\Users\[username]\DispDiag-########-######-#####-#####.dat”
                3. Locate the .dat file on your desktop and include DispDiag-Intel-Issue.dat in the Intel Community Forum
                • 5. Re: Difficulty playing UHD 4k (3840×2160) video.
                  Intel Corporation
                  This message was posted on behalf of Intel Corporation

                  Hi Thank you very much for providing the files. We are sorry to hear the issue persists and we will start a research on this matter, as soon as I get any updates I will post all the details on this thread.
                   
                  Any questions, please let me know.
                   
                  Regards,
                  Alberto R
                   

                  • 6. Re: Difficulty playing UHD 4k (3840×2160) video.
                    Dugen

                    Hello Alberto,

                     

                      Just following up as I haven't heard anything in a while.  The problem persists.  Is there any additional information that I may be able to provide?  I'd love to resolve this a bit, as the 4k screen was one of the driving factors when choosing to purchase this product.

                     

                    Thanks again for your time and attention to this matter.

                     

                    Good luck,

                    Dugen

                    • 7. Re: Difficulty playing UHD 4k (3840×2160) video.
                      Intel Corporation
                      This message was posted on behalf of Intel Corporation

                      Hi : You are very welcome. I just received an update on this subject, in order to try to fix this problem, please install  driver version 15.60.01.4877

                      https://downloadcenter.intel.com/download/27355/Graphics-Intel-Graphics-Driver-for-Windows-15-60-?product=98909

                       

                      Also we recommend to try a BIOS update to version 1.17.0 ,1.17.0:
                      http://www.dell.com/support/home/us/en/04/product-support/product/inspiron-15-7568-laptop/drivers

                       

                      Any questions, please let me know.

                       

                      Regards,
                      Alberto R

                      • 8. Re: Difficulty playing UHD 4k (3840×2160) video.
                        Dugen

                        Well Alberto, what can I say.  :-)

                         

                          After things were looking up, things have gone downhill rapidly since then.  I started with the Dell BIOS update, as it seemed the most logical place to begin.  Unfortunately, now my native video player won't load 4k .mkv video files at all.

                         

                        (error 0xc00db3b2)

                         

                        Also, my VLC player is now having much more difficulty as well.

                         

                        Following the BIOS update, I did install the .4877 driver update hoping that might help.  Still nothing from Windows Video, but the VLC attempt improved slightly.

                         

                        Things are now worse than ever, and it seemed like we were so close.

                         

                         

                        Suggestions?

                         


                        Thanks so much for your time,

                         

                         

                         

                         

                        Dugen

                        • 9. Re: Difficulty playing UHD 4k (3840×2160) video.
                          Intel Corporation
                          This message was posted on behalf of Intel Corporation

                          Thank you very much for letting us know that information, we are sorry to hear the problem remains. We will do further research on this matter, as soon as I get any updates I will post all the details on this thread.
                           
                          Any questions, please let me know.
                           
                          Regards,
                          Alberto R
                           

                          • 10. Re: Difficulty playing UHD 4k (3840×2160) video.
                            Intel Corporation
                            This message was posted on behalf of Intel Corporation

                            I just received an update on this matter, please try latest 15.60.4901 driver again:
                            https://downloadcenter.intel.com/download/27412
                             
                            Any questions, please let me know.
                             
                            Regards,
                            Alberto R
                             

                            • 11. Re: Difficulty playing UHD 4k (3840×2160) video.
                              Dugen

                              Thanks,

                               

                              No real change.

                               

                              A few updates ago I started getting an error...   Does   0xc00db3b2 mean anything to you?

                               

                              Thanks,

                              Dugen

                              • 12. Re: Difficulty playing UHD 4k (3840×2160) video.
                                Intel Corporation
                                This message was posted on behalf of Intel Corporation

                                : Thank you for providing those results. We will continue doing further research on this matter. As soon as I get any updates I will post them on this thread.
                                 
                                Any questions, please let me know.
                                 
                                Regards,
                                Alberto R
                                 

                                • 13. Re: Difficulty playing UHD 4k (3840×2160) video.
                                  Intel Corporation
                                  This message was posted on behalf of Intel Corporation

                                  I just received an update on this matter, this error seems to be related to HEVC Video Extension from Microsoft.
                                   
                                  Please try uninstalling the extension then download and install a new one:
                                  https://www.microsoft.com/en-us/store/p/hevc-video-extension/9n4wgh0z6vhq
                                   
                                  Any questions, please let me know.
                                   
                                  Regards,
                                  Alberto R
                                   

                                  • 14. Re: Difficulty playing UHD 4k (3840×2160) video.
                                    Dugen

                                    Thanks Alberto,

                                     

                                      So here is the crazy update.

                                     

                                    With the patch, Windows Media Player is now the best player on my laptop.  The resolution and sound are significantly better than both VLC and 'Movies & TV'.

                                     

                                    Except. 

                                     

                                    HEVC x.265

                                     

                                    Windows Media Player only plays the video, no audio.  The video playback is still slightly choppy, but the skip occurs at a constant rate.  Almost watchable, in a pinch maybe, but with no audio.

                                    VLC, on the other hand, plays ONLY the audio.  The video freezes right out of the gate, and checkerboards a bit, but really doesn't do much of anything.
                                    'Movies and TV' still gives me an error code of 0x80070057

                                     

                                    Now, i have not tried an HEVC x.265 file running in 1080p on any of the players.  If you would like me to try, and to report the results, I would be happy to do so.

                                     

                                    Thank you so much for your effort.  The video playback quality improvement in Windows Media Player is quite significant.

                                     

                                     

                                    Would still love to be able to take advantage of the expensive UHD 4k (3840×2160) video screen that i paid for, but I'm hoping that we are getting closer.

                                     

                                     

                                     

                                    Dugen

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