7 Replies Latest reply on May 29, 2018 7:47 AM by Intel Corporation

    HD 630 Green mp4 in Adobe Premiere with Ver. 23.20.16.4982 to 24.20.100.6025

    NightL

      I downloaded the suggested update HD 630 Ver. 23.20.16.4982 in March this year and immediately mp4 files were appearing green in Adobe Premiere CC (latest version).

       

      I reverted back to 23.20.16.4849 to solve the issue.

       

      The latest April Windows 10 64 bit  update reintroduced the newer driver and I got the green screens again. I then downloaded latest driver today as recommended by Intel Driver and Support assistant which did not solve issue. I tried generic driver win64_15.65.5.4982 as suggested by one of your staff on this forum - no difference. I went to Gigabyte and downloaded their latest offering mb_driver_vga_intel_24.20.100.6025 - no difference.

       

      I have again reverted back to 23.20.16.4849

       

      Attached is SSU Scan Information

       

      I also see the problem is also with HD 620 Intel 620HD graphics drivers and Adobe.

        • 1. Re: HD 630 Green mp4 in Adobe Premiere with Ver. 23.20.16.4982 to 24.20.100.6025
          Intel Corporation
          This message was posted on behalf of Intel Corporation

          Hello NightL,

          I understand that you are experiencing green screen issues after the latest HD 630 Ver. 23.20.16.4982 update.

          Based on the detailed description of your issue and the video that you uploaded, the best troubleshooting step will be performing a full, clean installation of your OEM drivers (with no internet access so Windows* will not update them automatically) in order to isolate the issue

          Before starting, please uninstall manually all the graphic drivers (OEM)from device manager. Once that you delete them and the basic display driver is exposed, please reboot the computer and check again device manager to make sure that you got rid of them.

          Since you own an OEM equipment, the first thing to do will be updating the OEM customized drivers for your machine, found here:

          https://www.gigabyte.com/Motherboard/GA-B250M-HD3-rev-10#support-dl-driver-vga

          As well please go ahead and try to update the drivers through a manual installation.

          You will find all the steps here:

          https://www.youtube.com/watch?v=S1KzoQDjMMY

          The content on the above site is not controlled by Intel. This information is offered for your convenience and should not be viewed as an endorsement by Intel for the merchants or services offered there.
          Please let us know the behavior of the machine after the update so we can determine what is going to be the next step

          I hope to hear from you soon.

          Best Regards,

          Diego S.

          • 2. Re: HD 630 Green mp4 in Adobe Premiere with Ver. 23.20.16.4982 to 24.20.100.6025
            Intel Corporation
            This message was posted on behalf of Intel Corporation

             
            Hello NightL
            I was checking your case, and I just wanted to know if there is anything else that we can do for you at this time.
            Please do not hesitate on replying back if you need more assistance.
            Best Regards,
            Diego S.
             

            • 3. Re: HD 630 Green mp4 in Adobe Premiere with Ver. 23.20.16.4982 to 24.20.100.6025
              NightL

              Re. Please try the 6025 drivers


              I have downloaded the latest from Gigabyte and I have also tried every Intel update since about March this year - all the same issue - mp4 files (not all) displaying green in Adobe Premiere.

               

              based on Re: Intel 620HD graphics drivers and Adobe. discussion I also followed recent advice to try 6025 drivers which I replied as follows:

              I followed the link which prompted a newer version yet (24.20.100.6094)

               

              After downloading the driver I turned off internet and uninstalled all Intel display drivers until PC booted with basic Microsoft display.

               

              Installed 24.20.100.6094 and the green mp4 in Premiere problem came back

              2018-05-23 12_04_49-Window.png

              Once again I have reverted back to 23.20.16.4849

               

              There is also discussion about this issue on the Adobe forums as well since the April Win10 update.

              • 4. Re: HD 630 Green mp4 in Adobe Premiere with Ver. 23.20.16.4982 to 24.20.100.6025
                Intel Corporation
                This message was posted on behalf of Intel Corporation

                Hello NightL,
                Thank you for your response.
                While performing a research online regarding the driver issue that you have encountered and the green screens displayed by Adobe* Premiere we found out that apparently, based on Adobe’s* forums, the issue is caused by the codecs  inside of your MP4 files.
                They provide support for MP4 files, however as you may now, the codecs inside MP4 files may change since the actual extension will work as a container for all type of codecs in it.
                Please consider that some of those codecs are not supported by them.
                This actually explains why (based on your description) some of the files can be played and some of them trigger the issue.
                Here you will find one of the Adobe* Forums:
                https://forums.adobe.com/thread/2242866
                Please consider that this issue affects not only machines with Intel components, as you can check in this GEFORCE* forum:
                https://forums.geforce.com/default/topic/875798/shadowplay-video-files-show-up-green-in-adobe-premiere/
                I know that reverting the drivers for your machine may be fine as a workaround, however in order to actually fix the issue, we strongly suggest you to contact Adobe* support so they can provide you with more information regarding the error that their application is causing.
                I hope this helps,
                Best Regards,
                Diego S.
                 

                • 5. Re: HD 630 Green mp4 in Adobe Premiere with Ver. 23.20.16.4982 to 24.20.100.6025
                  NightL

                  There is a flaw in your argument; files that work perfectly in Adobe Premiere CC with 23.20.16.4849 don’t work with your releases since March. I can open up old projects that work perfectly under 23.20.16.4849 that now produce the green outcome with your recent drivers.
                  23.20.16.4849 – work
                  releases since March – don’t work

                  The change is your driver – the codecs within the files have not miraculously changed overnight.

                   

                  As for graphic drivers from other companies having this issue in the past – this is actually not my concern, maybe yours or for those who suffered the issue but not mine. Maybe those companies made the same mistake before Intel did? Rather than I contact Adobe I suggest Intel does as it is most definitely a change in your driver that has caused the issue.

                  To be honest, while annoyed for the time lost over this while trouble shooting testing out various versions of new releases of Intel drivers being pushed by Intel Driver And Support Assistant and the Win 10 April update I am content to stay with 23.20.16.4849 that works perfectly.

                  While I have the confidence and experience to swap official and recommended drivers around many people don’t and will have suffered through greater lost productivity than I have.

                   

                  You seriously suggest a change Intel makes that creates problems should be blamed on Adobe - to be honest I have witnessed Adobe trying to deny and divert many times, is this the approach Intel wishes to emulate?  

                  • 6. Re: HD 630 Green mp4 in Adobe Premiere with Ver. 23.20.16.4982 to 24.20.100.6025
                    Intel Corporation
                    This message was posted on behalf of Intel Corporation

                               
                    Hello NightL,
                    Thank you for your response.
                     In this case, as shared before, we do not have any type of control of the files supported by another company, or the codecs on the MP4 files that you are running, however, we really want to do our best to help you.
                    We will do further research on this matter, in order for us to be able to do that, please provide the information requested on the following link:
                    https://communities.intel.com/thread/77761
                     
                    I hope to hear from you soon.
                    Best Regards,
                    Diego S.
                     

                    • 7. Re: HD 630 Green mp4 in Adobe Premiere with Ver. 23.20.16.4982 to 24.20.100.6025
                      Intel Corporation
                      This message was posted on behalf of Intel Corporation

                      Hello NightL,
                      We just wanted to double check if you still need further assistance.
                      Please do not hesitate on contacting us back.
                      Best Regards,
                      Diego S.