10 Replies Latest reply on Nov 20, 2017 7:48 AM by Intel Corporation

    Violent Screen Flickering

    pjc123

      So this started happening a few months ago on my HP Stream 11 laptop and I have not been able to find a solution.  My Square Trade extended warranty is about to expire and I would like to use it if this is a hardware problem, otherwise fix it if it is software, driver or setting related.  The Problem: On any browser, if I am streaming content "and only when hardware acceleration is turned on", the entire laptop's screen will intermittently start flickering/flashing, not just the browser but the entire screen.  The screen will work fine for a while, then the flickering will start.  Turning off hardware acceleration and restarting the browser fixes the problem.  Unfortunately turning off hardware acceleration makes streaming video unwatchable because the video then stutters and lags. The Video driver and Graphics Control Panel from HP are current, as well as all Windows drivers and updates.  Here is the exact problem as shown in the video I made here:

       

      https://youtu.be/snlB186EcpM

       

      The display program that was included with the laptop is:

      Intel HD Graphics Control Panel

       

      NOTE: See attached files for all requested technical information.

       

      Category

      Questions

      Answers (N/A if not applicable)

      Description

      Provide a detailed description of the issue

      See Description above with Video.

      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%):X

      Sporadic (20-50%):

      Very Sporadic (<20%):

      Hardware (HW)

      Brand and Model of the system.

      HP Stream 11 (11-r010nr)

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

      Intel cpu/gpu.

      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)

      See attached files

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

      See attached files.

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

      NA

      Hardware Stepping (see note1 below).

      See attached Driver Details.doc

      Software (SW)

      Operating System version (see note2 below).

      See attached files.

      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).

      See attached files.

      SW or Apps version used to replicate the issue.

      Microsoft Edge or Chrome with Hardware Acceleration enabled.

      Configurations

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

      See attached files.

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

      See attached files.

      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. Use of any Browser results in the same problem.  I mostly use Microsoft Edge because it uses low resources.
      2. Hardware Acceleration in the Browser settings must be turned on.  For Microsoft Edge it needs to be turned on in Internet Explorer for it to be active in Microsoft Edge.
      3. Streaming Video from Xfinity/Comcast (Movies / TV shows).  I have not tried other streaming methods.
      4. Result is Intermittent Screen flashing.

      ...

      Note1:

        • 1. Re: Violent Screen Flickering
          Intel Corporation
          This message was posted on behalf of Intel Corporation

          Hello pjc123,

           


          Thank you for contacting the Intel Communities. I understand you are facing troubles with the system while streaming video online.

           

          We can check on this for sure to find a possible solution for this matter or the source of the problem.

           

          Let's test the system with the latest generic graphics driver from Intel to see how it behaves:

           

          This is the driver to be used: http://intel.ly/2wo6Gx8

           

          If you have troubles installing it, please follow these steps (attached as well):

           


          1. Extract the .zip file downloaded
          2. Access the device manager and look for display adapters (double-click on it, you should be able to see an Intel(R) HD Graphics adapter or Microsoft Basic Display Adapter")
          3. Right-click and select update driver for Intel HD Graphics
          4. Select "Browse my computer for driver software"
          5. Select "Let me pick from a list of device drivers on my computer"
          6. Click on "Have Disk" and find the extracted folder of the driver downloaded
          7. Go to "Graphics" folder within driver folder and select the **igdlh64.inf** file and hit open then ok
          8. Select Intel HD Graphics XXX under "model" and hit next

           


          Thanks,
          Esteban C

          • 2. Re: Violent Screen Flickering
            pjc123

            Thanks for the quick reply Esteban,

             

                 I have installed the driver and since the problem is intermittent I will test streaming over the next few days.

             

            Pete.

            • 3. Re: Violent Screen Flickering
              pjc123

              In less than than an hour the flickering started, so the driver did not help.

              • 4. Re: Violent Screen Flickering
                Intel Corporation
                This message was posted on behalf of Intel Corporation

                I am sorry to hear about that, pjc123

                 

                Let me get some tests done and get back to you.

                 


                Thanks,
                Esteban C

                • 6. Re: Violent Screen Flickering
                  Intel Corporation
                  This message was posted on behalf of Intel Corporation

                  pjc123

                   

                   

                  Due to security, I have been using another website to perform the tests related to this matter.

                  What I did was:

                  • Get a system very similar to yours
                  • Update to the latest graphics driver
                  • Made sure Chrome had hardware acceleration enabled
                  • Test the video streaming website for a while

                  At this point, I haven't been able to get the problem reproduced with this other website which is similar to the one you are using (a video streaming website).

                   

                  This is the website used: https://go.twitch.tv/

                   

                  This is the hardware used for the test:

                   


                  CPU: Intel® Core™ i3-4010U Processor
                  GPU: Intel® HD Graphics 4400
                  OS: Windows 10*
                  Driver: 4703

                   

                  I know you have a Celeron(R) based system, that system is the nearest configuration available as of now.

                   

                  Please let me know if you have been able to test that other website to see if the problem is present or not. If further details about the test are to be changed or there is something you would like to add, feel free to do so.

                   

                   

                   

                  Thanks,
                  Esteban C

                  • 7. Re: Violent Screen Flickering
                    pjc123

                    Thanks, will let it run and report back.

                    • 8. Re: Violent Screen Flickering
                      Intel Corporation
                      This message was posted on behalf of Intel Corporation

                      Sounds, perfect, thank you for letting me know.

                      Regards,
                      Esteban C

                      • 9. Re: Violent Screen Flickering
                        pjc123

                        I have been running videos from twitch for the last few days, 8 hours a day continuously, and there has been no flickering at all.  I chose only videos that download at the highest resolution to fully stress test things (1080p @ 60).  I then tested Xfinity again afterwards and the flickering started within 15 minutes.  Something I came across from the Xfinity forum is that it appears that Xfinity uses Flash to present their streaming content, so that might be part of the problem.  I have Adobe tech support looking into this as well.

                         

                        EDIT: I was going to try Xfinity with Firefox for the heck of it and I see indeed it asks to install Adobe Flash.  I am not going to bother because it will be yet another installation of the horrible Flash product that I will have to maintain.

                        • 10. Re: Violent Screen Flickering
                          Intel Corporation
                          This message was posted on behalf of Intel Corporation

                          Thank you for reporting back, pjc123

                           


                          Please let us know which are the recommendations or the answer provided by Adobe support team once available.

                           

                          I will further investigate this scenario and get back to you as soon as possible.

                           


                          Thanks,
                          Esteban C

                          • 11. Re: Violent Screen Flickering
                            Intel Corporation
                            This message was posted on behalf of Intel Corporation

                            Hello pjc123

                             


                            A new driver 4835 was released some days ago, and it would be good to test it with your system to check how it behaves related to the problem faced.

                             

                            Please get it installed and report back.

                             

                            This is the download page: Download Intel® Graphics Driver for Windows* [15.40] 

                             

                            If you face troubles while installing the driver, please use the .zip version and install it manually with these steps (screenshots attached as well):

                             


                            1. Extract the .zip file downloaded (to an empty folder)
                            2. Access the device manager and look for display adapters (double click on it, you should be able to see an Intel(R) HD Graphics adapter or Microsoft Basic Display Adapter")
                            3. Right click and select update driver for Intel HD Graphics
                            4. Select "Browse my computer for driver software"
                            5. Select "Let me pick from a list of device drivers on my computer"
                            6. Click on "Have Disk" and find the extracted folder of the driver downloaded
                            7. Go to "Graphics" folder within driver folder and select the **igdlh64.inf** file and hit open then ok
                            8. Select Intel HD Graphics XXX under "model" and hit next

                             


                            Regards,
                            Esteban C