We received your inquiry and I understand that you are having a graphics error on your display. Please accept our apologies for any inconvenience this may be causing. We will be more than happy looking for a solution.
Could you provide us with the following information?
- The Intel® System Support Utility for Windows* report on the following link:
- A screenshot of the problem
- What applications are you having troubles with?
Please attach the files to the thread
Hi Leonardo, thank you for your reply it is greatly appreciated. Please bear with me I am new to using a forum format.
Answers as follows
I have completed the system support scan and attached.
I cant capture a suitable screen shot sorry as the flashing is too quick for me to capture but I have attached a small video file. This is a mild case but you can see the tracking distortion near the top through the hills
Using google browser we watch Amazon Prime TV and MotoGP and during these shows a line appears horizontally across the screen distorting the picture sideways in a thin straight line and becomes very pronounced when the action or motion of the camera/subjects becomes faster.
During normal browsing through google the picture is perfect.
I hope this is enough information to reach a verdict.
Thank you for your response.
The information you have provided will help to start looking into the solution,
The file you send for the video is a .html and I was not able to reproduce the video, could you send the file with a video extension or upload it to a web video service like www.youtube.com to access it?
Are you using any splitter docking station or adapter to connect the display or straight connection?
Does this error happen in every web browser? please let us know which ones
Sorry for the incorrect video file. I have now created a youtube channel and the video should be available at
The display connection is via high speed high quality HDMI cable.
I have not used any other web browsers to view content but I can give that a try and let you know the outcome tomorrow.
Thanks again I look forward to your comments after you have seen the clip.
Thank you for the information provided.
I see error you were referring to in the reproduction of the video,
Please let me know if it happens in other browsers and in which ones at your earliest convenience.
Does it happen when you are playing videos in applications like Windows® media player or VLC?
Could you verify if Google browser has the hardware acceleration enabled on its settings?
Hello again Leonardo,
I can confirm that the hardware acceleration has been enabled in the advanced settings.
I can also confirm that the problem occurs when running Internet Explorer, I have not had time as of yet to run a file on windows media player etc.
I will get back to you as soon as I have, I hope this additional information helps.
That looks like screen tearing.
Try to force vsync (vertical sync) in the Intel video drivers (3d -> general settings -> custom settings).
Also, running the videos in fullscreen mode rather than in a window can help.
Sometimes it is tricky to force vsync on all the time, as it is mainly a gaming setting. As mentioned, try various browsers and applications (e.g., VLC).
Just checked and v-sync has always been switched on.
I have just set another laptop up and used both the network and HDMI cables that the NUC uses to view the above mentioned streaming programs and had no issues viewing or visual disturbances through Explorer, Google browser and Firefox so the issue is clearly pointing to the NUC hardware/software.
Would appreciate a prompt resolution as the NUC is only 2 years old and I can no longer use it for viewing media with out issues which leaves me questioning why I purchased it in the first place.
Thank you for your reply and the information provided,
I would like you to try a previous version of the graphics drivers; you can find that at the following link:
on the keyboard press WinLogo key + r, then type in devmgmt.msc, double click on Display Adapters -> Intel HD Graphics -> Driver tab -> Uninstall -> Select the check box Delete the driver software for this device -> OK, restart the computer, and then reinstall them on the previous
Let me know if the issue persists
Thanks for your suggestion however, I have followed the uninstall and re-install instructions and this has unfortunately not solved the issue.
Any other suggestions please?