1 2 Previous Next 17 Replies Latest reply on Feb 24, 2017 8:34 AM by kevin_intel

    Intel NUC Win7 Media Center (No extenders involved) H.264 DRM video missing

    yoyoman

      Hello,

       

      This is a follow up to a previous thread on the same issue that got somewhat sidetracked without a resolution for the issue at hand.

       

      I have an NUC6I5SYH, running Windows 7 Media Center, using a SiliconDust HDHomerun Prime with a cable card from Comcast. The NUC is connected to my TV. In my area, Comcast delivers a lot of channels in H.264 instead of MPEG2 as before. Now some of these are DRM'd such as HBOHD. When playing these using Media Center, I get audio but no video (just a blank screen). I have a fully updated OS including the latest drivers from Intel. To be clear this issue is not about Media Center extenders.

       

      Here is a combination of what works and what does not work:

      • MPEG2 --------------> works
      • MPEG2 + DRM -----> works
      • H.264 ----------------> works
      • H.264 + DRM -------> does not work (no video, blank screen)

       

      In the previous thread it was concluded that the issue was not due to Intel graphics. However external community threads on this issue have concluded that on a system exhibiting this behavior, using a non Intel Graphics card fixes the issue. See No pictures with some channels - Page 3 - Silicondust.

       

      Unfortunately this is not a solution on a NUC and clearly indicates the issue lies with Intel Graphics and not anywhere else. Can Intel please re-evaluate this and see what is going on here? How can I help to debug/isolate the problem?

       

      Thanks.

        • 1. Re: Intel NUC Win7 Media Center (No extenders involved) H.264 DRM video missing
          Intel Corporation
          This message was posted on behalf of Intel Corporation

          Hello :
           
          In regard to your inquiry, after an investigation on this subject, Intel® came to the conclusion that the problem is not because of the Intel driver, and that this issue could be happening because of different things, like for example the codec the tool is using, so you might need to install a different codec that fully supports H.264 in order to for the channels to work.
           
          In the mean time please try the following driver, it is beta 4552:
           
          https://downloadcenter.intel.com/download/26464/Intel-Graphics-Beta-Driver-15-45-?product=88358
           
          Or you can the following driver, it is version 4542:
           
          https://downloadcenter.intel.com/download/26404/Intel-Graphics-Driver-15-45-?product=88358
           
          Also, the problem could be related to Microsoft Playready not fully supporting MPEG4/H.264, on the premium channels that are running that encryption. So another option to try will be to get on contact with Microsoft directly to confirm that information:
           
          Microsoft’s phone number: 1 800-642-7676
           
          Microsoft’s support site:
           
          https://support.microsoft.com/en-us/gp/contactus81?Audience=Commercial
           
          Any questions, please let me know.
           
          Regards
           
          Alberto
           

          • 2. Re: Intel NUC Win7 Media Center (No extenders involved) H.264 DRM video missing
            yoyoman

            Hello Alberto,

             

            Thanks for the reply and the links.

             

            I have tried out the beta driver as advised and no luck (Although looking at the README the only new additions in the beta driver when compared to the latest which I had was support for additional games and nothing related to this issue).

             

            Please take a look at the external thread I linked, which indicates the same setup works when using either an AMD or Nvidia graphics card instead of Intel. Although I have not tried it myself (I would have if I could, but cannot on a NUC), there are several reports indicating the same behavior so it does not be an issue with Windows. Now just to be sure I did try installing AMD Catalyst driver package, just to be sure the installer was not installing anything else or configuring the system in other ways to make it work. But no luck, so I am guessing that issue lies with the Intel graphics stack (hardware and driver) and/or its interaction with the overall software stack.

             

            Again, are there any diagnostics that I could run and logs that I could capture to diagnose the issue?

             

            Thanks.

            • 3. Re: Intel NUC Win7 Media Center (No extenders involved) H.264 DRM video missing
              Intel Corporation
              This message was posted on behalf of Intel Corporation

              Hello :
               
              In regard to your question, there is not a tool that will indicate if there is a problem with the driver, we do have a tool that does an overall test on the processor, but it will not show if the graphics driver is working properly, or not, the overall test includes temperature, clock speed, authentication among other details, if the processor passed the test then it should be fine:
               
              https://downloadcenter.intel.com/download/19792/Intel-Processor-Diagnostic-Tool
               
              Now, I checked the external link you gave us, and as you mentioned it says that works with AMD or Nvidia graphics card, so, in order for us to continue with the investigation we will need to gather some information from your system, if if you could please provide that information it will be very useful for our research.
               
              On the following chart, please provide as much information as you can:
               
                                                                                                                                                                                                                                                                                         

              CategoryQuestionsAnswers (N/A if not applicable)
              DescriptionProvide a detailed description of the issue 
              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%):
                 Often (51-99%):
                 Sporadic (20-50%):
                 Very Sporadic (<20%):
              Hardware (HW)Brand and Model of the system. 
              Hybrid or switchable graphics system?
                 ie Does it have AMD or NV graphics too?
               
              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)
               
              How much memory [RAM] in the system (see note2 below). 
              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). 
              SW or Apps version used to replicate the issue. 
              ConfigurationsSingle display, clone, or extended (see note2 below). 
              Display resolution & refresh rate setting of each display (see note2 below). 
              AC or DC mode, i.e. is power cable plugged in or not? 
              How to reproPlease 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.  
              2.    
              3.  
              4.    
              5.  
              6.    
              7.  
              8.    
              9.  
              10.   
                 ...
               
               
              Please install the SSU tool (System Support Utility):
               
              You will be able to download it on the following link:
               
              https://downloadcenter.intel.com/download/25293/Intel-System-Support-Utility
               
              Once you do that, the tool will allow you to save the information as a file, so, once you save it, please also attach it to this thread, in order for us to see it.
               
              Also, please Right click anywhere on the desktop and look for the option: Intel® HD Graphics control panel, once you open that, choose "options and support", then select "information center", and then choose where it says "file" at the bottom, you will get a text file, please attach it to this thread, so we can verify it.
               
              Any questions, please let me know.
               
              Regards
               
              Alberto
               

              • 4. Re: Intel NUC Win7 Media Center (No extenders involved) H.264 DRM video missing
                yoyoman

                Hello,

                 

                Here is the information that you asked for.

                 

                CategoryQuestionsAnswers (N/A if not applicable)
                DescriptionProvide a detailed description of the issue

                I have an NUC6I5SYH, running Windows 7 Media Center, using a SiliconDust HDHomerun Prime with a cable card from Comcast. The NUC is connected to my TV. In my area, Comcast delivers a lot of channels in H.264 instead of MPEG2 as before. Now some of these are DRM'd such as HBOHD. When playing these using Media Center, I get audio but no video (just a blank screen). I have a fully updated OS including the latest drivers from Intel. To be clear this issue is not about Media Center extenders.

                 

                Here is a combination of what works and what does not work:

                • MPEG2 --------------> works
                • MPEG2 + DRM -----> works
                • H.264 ----------------> works
                • H.264 + DRM -------> does not work (no video, blank screen)
                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.NUC6I5SYH
                Hybrid or switchable graphics system?
                   ie Does it have AMD or NV graphics too?
                Intel® Iris™ graphics 540
                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 - Sony KDL-40BX421 (TV)
                How much memory [RAM] in the system (see note2 below).16GB
                Provide any other hardware needed to replicate the issue.
                   ie: Cables&brand, cable type [vga, hdmi, DP, etc], dock, dongles/adapters, etc
                Comcast TV (Cablecard) ---> HDHomeRun Prime ---> NUC ---> HDMI TV
                Hardware Stepping (see note1 below).N/A
                Software (SW)Operating System version (see note2 below).Microsoft Windows 7 Ultimate Edition Service Pack 1 (build 7601), 64-bit
                VBIOS (video BIOS) version. This can be found in “information page” of CUI (right click on Desktop and select “Graphics Properties”.1036.0
                Graphics Driver version; for both integrated Intel and 3rd party vendors (see note2 below).21.20.16.4550
                SW or Apps version used to replicate the issue.Windows Mediacenter (Inbuilt in the OS)
                ConfigurationsSingle display, clone, or extended (see note2 below).Single (TV)
                Display resolution & refresh rate setting of each display (see note2 below).1280x720
                AC or DC mode, i.e. is power cable plugged in or not?AC
                How to reproPlease 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. Setup live TV from Comcast using a Cablecard connected to a HDHomeRun Prime.
                2. Setup Live TV in Windows Mediacenter using HDHomeRun tuners setup above.
                3. Open http://<HDHomeRun IP Address>/lineup.html to verify the channels that appear as AVC+DRM. On Comcast this generally is premium movie channels like HBO HD.
                4. In Windows Mediacenter tune to the AVC+DRM channel.
                5. Experience the sadness when you find that these channels (which you paid extra for) have no video.
                6. If possible use a non Intel graphics card (AMD, Nvidia) and verify the said channel now has video and be happy.
                   ...
                • 5. Re: Intel NUC Win7 Media Center (No extenders involved) H.264 DRM video missing
                  Intel Corporation
                  This message was posted on behalf of Intel Corporation

                  Hello :
                   
                  Thank you very much for providing that information, it will be very useful for us to better assist you.
                   
                  As soon as I get any updates from the investigation, I will post all the details on this thread.
                   
                  Any questions, please let me know.
                   
                  Regards
                   
                  Alberto
                   

                  • 6. Re: Intel NUC Win7 Media Center (No extenders involved) H.264 DRM video missing
                    Intel Corporation
                    This message was posted on behalf of Intel Corporation

                    Hello :
                     
                    I just wanted to let you know that we are currently still working on the investigation to try to find a possible solution for this issue.
                     
                    In the mean I just received an update, there are some suggestions that you will find on the following link, look where it says “Windows Media Center” please try those steps and let us know the results:
                     
                    https://www.silicondust.com/support/troubleshooting/#cablecard-blank-screen-or-service-unavailable-error-when-trying-to-access-copy-protected-channels
                     
                    Any questions, please let me know.
                     
                    Regards
                     
                    Alberto
                     

                    • 7. Re: Intel NUC Win7 Media Center (No extenders involved) H.264 DRM video missing
                      yoyoman

                      Hello,

                       

                      Thanks for the update. I reviewed the link you posted. However the link is about resolving an issue where DRM/CopyProtected channels cannot be played. I can play DRM/CopyProtected. Channels that are just DRM/CopyProtected are fine, so the link does not apply to this case. In my case a combination of H.264 and DRM is what has issues. See table copied below from my original post. For a good measure I have rerun the Digital cable advisor, but no luck.

                       

                      ======== Snip from original post =========

                      Here is a combination of what works and what does not work:

                      • MPEG2 --------------> works
                      • MPEG2 + DRM -----> works
                      • H.264 ----------------> works
                      • H.264 + DRM -------> does not work (no video, blank screen)

                      ====================================

                       

                      Thanks.

                      • 8. Re: Intel NUC Win7 Media Center (No extenders involved) H.264 DRM video missing
                        Intel Corporation
                        This message was posted on behalf of Intel Corporation

                        Hello :
                         
                        Thank you very much for letting us know that information.
                         
                        In that case we will continue with our research and as soon as I get any results I will post the details on this thread.
                         
                        Any questions, please let me know.
                         
                        Regards
                         
                        Alberto
                         

                        • 9. Re: Intel NUC Win7 Media Center (No extenders involved) H.264 DRM video missing
                          Haje

                          yoyoman,

                          Thank you for the detailed information you have provided to Intel on this matter. I am in the same boat where DRM'ed H.264 channel do not play after a recent upgrade from MPEG2 on the comcast network. I have been reading about this issue for over a year but did not get bit by the issue until last week myself due to the slow technology transition in my area. This is definitely an Intel Graphics issue and the reluctance by Intel to admit the existence of the issue is both astonishing and frustrating. I am not yet sure what to do about the issue. It MAY be that this is fixed in newer models, but I will most certainly NOT by another Intel machine before I see the issue described and a fix detailed by the vendor. Thank you again for your efforts.

                          • 10. Re: Intel NUC Win7 Media Center (No extenders involved) H.264 DRM video missing
                            Arthur Maravelis

                            Yes, my thanks as well. I was in a similar boat, using HP laptops as WMC machines for years. Now I'm replacing them with Dell 980 SFF i5 machines. Will also try AMD video cards recommended elsewhere that do not have this issue. I expect to pay less than $120 for such a setup, a small price to fix this problem.

                             

                            I have Comcast and Intel to thank for that...

                             

                            A final note: perhaps a SFF or NUC with embedded AMD graphics is a solution? I haven't looked into that as I'm taking the safe course of action: a large enough box to install a graphics card.

                            • 11. Re: Intel NUC Win7 Media Center (No extenders involved) H.264 DRM video missing
                              kjsanders86

                              I am having this issue.  Comcast HBO HD (DRM HD) with black screen in Seattle.  Regular HD channels work fine.  Have the drivers been updated for integrated HD graphics 4400?

                               

                              I have a fanless i7, 8g, 256g, with onboard intel 4400 to HDMI.

                               

                              Thanks,

                              • 12. Re: Intel NUC Win7 Media Center (No extenders involved) H.264 DRM video missing
                                Arthur Maravelis

                                Do not hold your breath for this as it's been ongoing for years. Intel has acknowledged the problem is NOT with them.

                                 

                                Just move away from Intel graphics and you'll be fine.

                                • 13. Re: Intel NUC Win7 Media Center (No extenders involved) H.264 DRM video missing
                                  kjsanders86

                                  If be fine with a hardware/software/version specification from Intel of what path support HD DRM from Comcast.  Many of my laptops use onboard intel graphics.

                                  • 14. Re: Intel NUC Win7 Media Center (No extenders involved) H.264 DRM video missing
                                    Arthur Maravelis

                                    I would not take that route, with a fixed graphics "card". The wise move is to flexible with your system. That means no laptop or NUC without the ability to swap video cards - not only when you have a situation of incompatibility, as we here, but also when it goes defective.

                                     

                                    While I loved my laptop setups (I had 4-5 identical systems) it's time to change. I'mnow hoing with a relatively small Dell 980 SFF (I need eSATA) that allows better cooling and has multiple slots for video or anything else.

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