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Cannot play smooth 1080p mkv on m3 stick STK2m3W64CC

GermanErnst Mar 27, 2018 12:53 PM

Have been using this Intel Compute Stick for a while, with Windows 10.

During last couple of weeks, I am unable to play smooth 1080p video using any player (Windows Media Player, VLC, and some others). Also tried using several mkv files.

Graphic interface is slow and laggy. had to disable all visual effects to get decent performance, but no luck with video playback.

Updated all drivers to latest version from Intel site, looking specifically for STK2m3W64CC versions.

No luck either. Interface keeps laggy. Even windows button when slide-opening the start menu is laggy if I don't disable all visual effects.

Definitely a software / drivers issue, it was working fine until 2-3 weeks.

1. Re: Cannot play smooth 1080p mkv on m3 stick STK2m3W64CC

Mar 28, 2018 10:45 AM (in response to GermanErnst)

This message was posted on behalf of Intel Corporation

Thank you very much for sharing your issue with the Intel® Communities Team, GermanErnst.

In order for me to assist you better, please provide me with the .txt file that the System Support Utility will generate. To attach a file, you must click the “Attach” option on the bottom right-hand corner of the response box. Also, I would like to know the model of the monitor or TV you are using. Furthermore, what are the resolution set for the display and the refresh rate? In the meantime, please download the 0054 BIOS version and update it on your Compute Stick by following this guide.

Antony S.
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2. Re: Cannot play smooth 1080p mkv on m3 stick STK2m3W64CC

Apr 2, 2018 4:07 PM (in response to GermanErnst)

This message was posted on behalf of Intel Corporation

Hello, GermanErnst.

I would like to double check if you were able to perform the troubleshooting steps that I attached to the post above and the results.

Antony S.
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3. Re: Cannot play smooth 1080p mkv on m3 stick STK2m3W64CC

GermanErnst Apr 2, 2018 9:38 PM (in response to Intel Corporation)
Hello Anthony, sorry for the late reply, been out for the weekend.
Please find attached System Support Utility log.
Already double checked for latest driver versions.
I'm now following the BIOS update you mentioned

ssu_log_German_EC.txt.zip 67.5 K
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4. Re: Cannot play smooth 1080p mkv on m3 stick STK2m3W64CC

GermanErnst Apr 2, 2018 9:38 PM (in response to GermanErnst)

Just completed the BIOS update, already had that version installed. No changes.
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5. Re: Cannot play smooth 1080p mkv on m3 stick STK2m3W64CC

Apr 3, 2018 4:13 PM (in response to GermanErnst)

This message was posted on behalf of Intel Corporation

Thank you very much for your reply, GermanErnst.

Can you please confirm the model of your monitor or TV? And, can you please provide me with the resolution and refresh rate set on the display?

Antony S.
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6. Re: Cannot play smooth 1080p mkv on m3 stick STK2m3W64CC

GermanErnst Apr 3, 2018 5:55 PM (in response to Intel Corporation)

Hi Antony.

TV is a 42 inch Philips LCD, model 42pfl3615/77 connected via HDMI.
Resolution has been always set to 1920x1080 and for refresh rates I've tried 59Hz and 60Hz. Intel HD Graphics Control Panel defaulted to 59Hz and I also tried 60Hz, with no better performance after the change.

Thanks!
German
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7. Re: Cannot play smooth 1080p mkv on m3 stick STK2m3W64CC

Apr 4, 2018 4:23 PM (in response to GermanErnst)

This message was posted on behalf of Intel Corporation

Thank you very much for your reply and the information provided, GermanErnst.

I will escalate this case to a different level of support, once I have an update I will let you know.

Antony S.
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8. Re: Cannot play smooth 1080p mkv on m3 stick STK2m3W64CC

GermanErnst Apr 4, 2018 7:08 PM (in response to Intel Corporation)

Thanks Antony.
One additional detail, is that even when playing Netflix video on Chrome or Edge, the computer becomes excessively slow, and streaming video isn't smooth either.
Seems like an overall graphic performance issue that turns the Intel Stick unusable, since its main purpose is living room tv.

Regards,
German
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9. Re: Cannot play smooth 1080p mkv on m3 stick STK2m3W64CC

GermanErnst Apr 6, 2018 7:47 AM (in response to GermanErnst)

intel_corp any updates on this? Has the issue been escalated?
Thanks!
German
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10. Re: Cannot play smooth 1080p mkv on m3 stick STK2m3W64CC

Apr 6, 2018 12:49 PM (in response to GermanErnst)

This message was posted on behalf of Intel Corporation

Thank you very much for your patience, Germanernst.

This case is being escalated and under investigation. By the way, can you please share with us which videos or games are the ones that are giving you this problem? It would be very helpful as well if you can share a video when the issue occurs. And, if possible, can you test your Compute Stick with another TV or monitor? This will help us a lot in our research.

Antony S.
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11. Re: Cannot play smooth 1080p mkv on m3 stick STK2m3W64CC

GermanErnst Apr 6, 2018 12:56 PM (in response to Intel Corporation)

Thanks Antony.
Right now hit is happening with just any Netflix movie, both in Chrome and Edge browsers.
Overall performance drops terribly.

Already tested in second monitor, other HDMI input, no luck either.
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12. Re: Cannot play smooth 1080p mkv on m3 stick STK2m3W64CC

Apr 6, 2018 1:28 PM (in response to GermanErnst)

This message was posted on behalf of Intel Corporation

Thank you very much for your reply, GermanErnst.

Just to clarify, the monitor you tested, is it smaller than your Phillips TV? If so, can you please specify the inches of it?

Antony S.
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13. Re: Cannot play smooth 1080p mkv on m3 stick STK2m3W64CC

GermanErnst Apr 8, 2018 8:19 AM (in response to Intel Corporation)

I've tested on a different monitor, with 1360x768 resolution. Samsung SyncMaster TA350.

Played Netflix fullscreen and 1080 .mkv 11Gb x264 file with no issues. Of course, the video didn't played at 1080 but 768 since the monitor is not full HD.

The issue occurs when going to 1080 full HD resolution, the Stick just cannot handle it...
Since this system should be able to handle 4k video, I'm surprised to see that it can't even handle 1080 properly.
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14. Re: Cannot play smooth 1080p mkv on m3 stick STK2m3W64CC

Apr 9, 2018 3:20 PM (in response to GermanErnst)

This message was posted on behalf of Intel Corporation

Hello, GermanErnst.

Thank you very much for that information, it will help us a lot in our research. Once I have an update I will be back to you.

Antony S.
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