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After installation on a i7-7500U in my Gigabyte BRIX HTPC the HDR playback is broken

EStam2
Beginner
3,405 Views

Hi,

after installation on a i7 7500 U in my Gigabyte BRIX HTPC. the HDR playback is broken.

Additionaly it is not possible to activate HDR and WCG in Windows10 x64 1803 (the option is available!).

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22 Replies
idata
Employee
1,592 Views

Hello Case39,

 

Thank you for contacting us, I understand that you are experiencing issues playing HDR files on your system.

 

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.

 

 

https://downloadcenter.intel.com/download/25293/Intel-System-Support-Utility-for-Windows- https://downloadcenter.intel.com/download/25293/Intel-System-Support-Utility-for-Windows-

 

 

I hope to hear from you soon.

 

Best regards.

 

Diego S.

 

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EStam2
Beginner
1,592 Views

Hi,

the last newest Driver was installed (that was included in the Windows10 Spring Creators Update). Before that (before installing the Windows Spring Creators Update), the HDMI LSPcon Firmware was updated (source: Gigabyte Support!).

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idata
Employee
1,592 Views

Hello Case39

 

Thank you for your response and for the additional information.

 

We are waiting to receive the system report.

 

I hope to hear from you soon.

 

 

Best regards.

 

Diego S.

 

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EStam2
Beginner
1,592 Views

SSU attached

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idata
Employee
1,592 Views

Hello Case39,

 

Thank you for your response.

 

Based to the report that you attached, we noticed that your machine is not running the latest Intel® Graphics Driver for Windows® 10.

 

Please go ahead and perform a manual installation of latest Intel® Graphics Drivers for your unit, here's the direct download: https://downloadcenter.intel.com/download/27847/Graphics-Intel-Graphics-Driver-for-Windows-10?product=96551

 

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.

 

 

I hope this helps.

 

 

Best regards.

 

Diego S.

 

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EStam2
Beginner
1,592 Views

After install of the latest driver and activation of HDR and WCG in Windows, the OS is not more accessible in any way. I have to reinstall the OS :-<

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idata
Employee
1,592 Views

Hello Case39,

 

Thank you for your response.

 

In order to perform further issue regarding your issue please let us know, was the Intel® Core™ i7-7500U pre-installed in your system or did you buy it separately?

 

We were actually able to activate HDR and WCG in different units with the same graphic controller that support those settings without any problem, so we would like to investigate deeper on your thread.

 

I hope this helps.

 

Best regards.

 

Diego S.

 

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EStam2
Beginner
1,592 Views

Hi,

no, it is not seperatly build in. This is a Gigabyte BRIX System that include the CPU, Motherboard and WIFI M2 Card on one Board in a small factor Case (like a INTEL NUC). The only thing i have seperatly build in, was the RAM (16 GB), the M2 SSD (500 GB) and the SATA SSD(4TB).

There are no changes made to the HW.

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EStam2
Beginner
1,592 Views

After reinstall of Windows 10 and testing the Windriver for HD620, HDR works fine. After install the latest driver, HDR is still broken.

Here is the Scan with the Windows Driver:

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idata
Employee
1,592 Views

Hello Case39

 

Thank you for your response.

 

Now that you reinstalled the OS, please go ahead and (for testing and documentation purposes) send to us two DxDiag.exe reports; one with the system on its current state, and another one after updating to the latest drivers again.

 

If you have any question on how it works, please go ahead and take a look to this Microsoft* article:

 

https://support.microsoft.com/en-us/help/4028644/windows-open-and-run-dxdiagexe https://support.microsoft.com/en-us/help/4028644/windows-open-and-run-dxdiagexe

 

As well please make sure that your Gigabyte* BRIX HTPC is running the latest BIOS provided by its manufacturer.

 

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.

 

You can download our latest drivers again here:

 

https://downloadcenter.intel.com/download/27847/Graphics-Intel-Graphics-Driver-for-Windows-10?product=96551 https://downloadcenter.intel.com/download/27847/Graphics-Intel-Graphics-Driver-for-Windows-10?product=96551

 

In addition, please let us know If you are using any dongle/adapter in your setup.

 

 

I hope this helps.

 

Best regards.

 

 

Diego S.

 

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EStam2
Beginner
1,592 Views

Here it is. The result for installing the new driver is still the same. No HDR possible!

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idata
Employee
1,592 Views

Hello Case39

 

Thank you for your response.

 

We will research further on your case along with our escalated team.

 

Please go ahead and provide us the information as requested in the following link in order to try to replicate your issue:

 

/thread/77761 https://communities.intel.com/thread/77761

 

As well, as shared before go ahead and provide us with your cable's model and brand, and please let us know If you are using any dongle/adapter in your setup.

 

 

I hope this helps.

 

Best regards.

 

 

Diego S.

 

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EStam2
Beginner
1,592 Views

The HDMI CABLE is a OMARS Premium Certified Cabel from Amazon.com. directly plugged into the LG OLED 55 B7D TV.

Further Sys Infos following next...

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idata
Employee
1,592 Views

Hello Case39,

 

Thank you for your response and the information provided.

 

I am going to keep on monitoring your case so we can have the system information.

 

Regards,

 

Diego S.
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EStam2
Beginner
1,592 Views

Here is the Default Level Information...

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idata
Employee
1,592 Views

Hello Case39,

 

Thank you for your response and your patience.

 

We are going to try to replicate the issue that you are experiencing in our facilities with all the information that you provided to us.

 

This may cause a little delay in our answers; however we will reach you back as soon as we have news.

 

I hope this helps, please

 

Best regards.

 

 

Diego S.

 

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EStam2
Beginner
1,592 Views

Hi,

here one additional detail: With the latest drv, the Windows Option for "HDR and WCG" is available (it is not greyed out,)

. But if you activate the Button (on), the display turns a short time black and the button remains in the same position (off).

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idata
Employee
1,592 Views

Hello Case39,

 

Thank you for your patience.

 

We would like to inform you that it has taken longer than expected to reproduce your issue, since we have not been able to replicate it, we are still working on it, we will reach you back as soon as possible with further details.

In the meantime, perform a manual installation of latest Intel® Graphics Drivers, here's the direct download: https://downloadcenter.intel.com/download/27892/Intel-Graphics-Driver-for-Windows-10?v=t https://downloadcenter.intel.com/download/27892/Intel-Graphics-Driver-for-Windows-10?v=t

Please go ahead and try to update the drivers through a manual installation.

 

I hope this helps.

 

Regards,

 

Diego S.
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idata
Employee
1,592 Views

Hello Case39,

 

Thank you for patience.

 

 

During these past weeks we have tried to replicate the issue reported by you.

 

We used two machines that are not the same model as the Gigabyte BRIX HTPC that you own, however they all share the same HD Intel® 620 graphics controller and Microsoft Windows* 10 Pro 10.0.17134 Build 17134 (Intel® NUC Kit NUC7i3BNH and Intel® NUC NUC7i5DNKE)

 

We also ran the latest Intel® Graphics Driver for Windows® 10 (24.20.100.6229) and previous versions of it (24.20.100.6136, 24.20.100.6194)

 

I regret to inform you that we were not able to replicate the issue as HDR and WCG did not show up any sort of issues.

 

As, well based on the description of your case, we do not really think that this is an issue cased by the actual OS, even if the Win drivers seemed to work for a short period of time, we strongly encourage you to contact Gigabyte* for issue replication in one of their own systems, so they can discard a hardware failure on the graphic portion of your device.

 

Here is Gigabyte* direct contact:

 

https://www.gigabyte.com/Support https://www.gigabyte.com/Support

 

I hope this helps.

 

Regards,

 

Diego S.

 

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idata
Employee
1,344 Views

Hello Case39,

 

We just wanted to double check if were able to contact Gigabyte*.

 

I hope to hear from you soon.

 

Best Regards,

 

Diego S.

 

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