14 Replies Latest reply on Sep 4, 2018 7:08 AM by Intel Corporation

    Intel UHD 620 issue with Youtube 4K@60Hz HDR

    JaimeFdezCaro

      Hello community,

       

      I have an Intel NUC7i7DNHE (i7-8650U + UHD 620) and I am facing issues (chop&slowdown) playing titles in Youtube 4K@60Hz with HDR mode active in Windows. I think is related to VP9 Codec, no issues with HEVC Codec on local files. Pending to test it with Local files with VP9.

      In here a video example where I can reproduce the issue.

      Morocco 8K HDR 60FPS (FUHD) - YouTube

      I need to remark that the issue is appearing under video 2160p60 quality (below that is not present) and only when I have HDR mode toggle activated on Windows 10.

      I have latest Intel Graphics drivers 24.20.100.6194, and latest Windows 10 (1803).

       

      Best regards

        • 1. Re: Intel UHD 620 issue with Youtube 4K@60Hz HDR
          Intel Corporation
          This message was posted on behalf of Intel Corporation

          Hello :  We will be more than glad to assist you with this scenario.

          I will try to replicate the issue in our lab in order to confirm if I get the same results you are describing. As soon as I get any updates I will post all the details on this thread.

          Any questions, please let me know.

          Regards,
          Alberto R

          • 2. Re: Intel UHD 620 issue with Youtube 4K@60Hz HDR
            Intel Corporation
            This message was posted on behalf of Intel Corporation

            : I tried to replicate the issue using 3 different Intel graphics controllers and the problem was not replicated. There is no chop slowdown or lagging when playing the video, the entire video works fine without getting freeze or showing any delay. In this case, the problem is not related to the Intel graphics driver, could be related to the cable you are using, make sure that is HDMI 2.0, could be related to the SSD/Hard drive or even the memory RAM.

             

            The following is the list of hardware/software that I used to try to replicate this scenario:

             


            NUC Model: NUC7i5BNK
            Processor: i5-7260U
            Graphics controller: Intel® Iris™ Plus Graphics 640
            Graphics driver version: 24.20.100.6194
            TV: LG 55UH8500
            HDR mode activated
            HDMI straight cable connection
            SSD Model: Intel SSDSCKGW080A4
            Memory RAM:
            Crucial CT4G4SFS8213.C8FDD2
            4GB DDR4-2133MHz 1.2V
            Operating system: Windows 10

             

            NUC Model: NUC6i7KYK
            Processor: i7-6770HQ
            Graphics controller: Intel® Iris™ Pro Graphics 580
            Graphics driver version: 24.20.100.6194
            TV: LG 55UH8500
            HDR mode activated
            HDMI straight cable connection
            SSD Model: Intel SSDSCKGW080A4
            Memory RAM:
            Kingston KVR21SE15S8/4
            4GB DDR4-2133MHz 1.2V
            Operating system: Windows 10

             

            NUC Model: NUC7i5DNHE
            Processor: i5-7300U
            Graphics controller: Intel® HD Graphics 620
            Graphics driver version: 24.20.100.6194
            TV: LG 55UH8500
            HDR mode activated
            HDMI straight cable connection
            SSD Model: Crucial CT120M5000SSD1
            Memory RAM:
            Crucial CT4G4SFS8213.C8FDD2
            4GB DDR4-2133MHz 1.2V
            Operating system: Windows 10

             

            There is a new Intel graphics driver available in our web site, version 24.20.100.6229, we can always try to install that version to try to resolve the problem:
            https://downloadcenter.intel.com/download/27894/Intel-Graphics-Driver-for-Windows-10?product=126789

             

            Any questions, please let me know.

             

            Regards,
            Alberto

            • 3. Re: Intel UHD 620 issue with Youtube 4K@60Hz HDR
              JaimeFdezCaro

              Thanks for your test but none of them is my specific NUC. You need to consider that my NUC has 2x HDMI outputs also.

              I am not at home until next week but I will do some extra tests because I am connecting it to my TV through a Soundbar, I will do a direct connection and will test both HDMI outputs and new drivers.

               

              Regards

              • 4. Re: Intel UHD 620 issue with Youtube 4K@60Hz HDR
                Intel Corporation
                This message was posted on behalf of Intel Corporation

                : You are very welcome. Perfect, thank you vey much for letting us know that information, take your time, once you get the chance please let us know the results.

                Any questions, please let me know.

                Regards,
                Alberto R

                • 5. Re: Intel UHD 620 issue with Youtube 4K@60Hz HDR
                  JaimeFdezCaro

                  Hello Alberto,

                   

                  Sorry to say, is not working yet, my configurations:

                   

                  NUC Model: NUC7i7DNHE

                  Processor: i7-8650U

                  Graphics controller: Intel® UHD Graphics 620

                  Graphics driver version: 24.20.100.6229

                  TV: SAMSUNG UE55MU7005

                  HDR mode activated

                  SSD Model: SAMSUNG SSD 970 EVO 500GB

                  Memory RAM: 2x Crucial CT8G4SFD824A (8GB DDR4, 2400 MT/s, PC4-19200, DR)

                  Operating system: Windows 10 (1803)

                   

                  I tested a HDMI straight cable connection to TV but also HDMI through LG SJ9 Soundbar. Same issue in both cases. I also tested two HDMIs connections at time with extended desktop-monitor configuration. Tested differnent cables. Issue still persists.

                  I have updated also to latest NUC BIOS available (0052) but no luck.

                   

                  The issue still persists whenever I active HDR mode in Windows and then I try to play 4K@60hz@bt.2020 youtube content. I have a massive frame drops. Look at attached image for reference (looks ugly but it is because of the snipping tool not working good with HDR).

                   

                   

                  • 6. Re: Intel UHD 620 issue with Youtube 4K@60Hz HDR
                    Intel Corporation
                    This message was posted on behalf of Intel Corporation

                    Hello : We are sorry to hear the problem persists.

                     

                    We wil 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/message/319025

                     

                    Any questions, please let me know.

                     

                    Regards,
                    Alberto R

                    • 7. Re: Intel UHD 620 issue with Youtube 4K@60Hz HDR
                      JaimeFdezCaro

                      Category

                      Questions

                      Answers (N/A if not applicable)

                      Description

                      Provide a detailed description of the issue

                      Youtube 4K@60hz@HDR(bt2020) is droping frames massively (about 75% loss)

                      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%): X

                      Often (51-99%):

                      Sporadic (20-50%):

                      Very Sporadic (<20%):

                      Hardware (HW)

                      Brand and Model of the system.

                      Intel NUC7i7DNHE

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

                      Integrated graphics (Intel UHD 620)

                      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)

                      Samsung TV UHD HDR UE55MU7005TXXC (latest firmware 1221)

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

                      16GB

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

                      - UGREEN 4K HDR 60Hz Cable HDMI 2.0 Certified 18Gbps

                      - OMARS Premium 21 Gbps 4k @ 60Hz HDMI V2.0b 5ft

                      Hardware Stepping (see note1 below).

                      PCI\VEN_8086&DEV_5917&SUBSYS_20708086&REV_07

                      PCI\VEN_8086&DEV_5917&SUBSYS_20708086

                      PCI\VEN_8086&DEV_5917&CC_030000

                      PCI\VEN_8086&DEV_5917&CC_0300

                      Software (SW)

                      Operating System version (see note2 below).

                      Windows 10 x64 (17134)

                      VBIOS (video BIOS) version. This can be found in “information page” of CUI (right click on Desktop and select “Graphics Properties”.

                      9.0.1066

                      Graphics Driver version; for both integrated Intel and 3rd party vendors (see note2 below).

                      24.20.100.6229

                      SW or Apps version used to replicate the issue.

                      Youtube website.

                      Configurations

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

                      Single. Also tested on Extended

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

                      3840x2160 - 60Hz

                      AC or DC mode, i.e. is power cable plugged in or not?

                      AC mode

                      How to repro

                      Please provide steps to replicate the issue.  Thesesteps 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. Activate HDR mode on Windows 10
                      2. Open any 4K@60Hz@HDR(bt2020) video in Youtube

                      Examples:

                      The World in HDR in 4K (ULTRA HD) - YouTube

                      Morocco 8K HDR 60FPS (FUHD) - YouTube

                       

                      Also failing 4K@24Hz@HDR(bt2020):

                      PANASONIC 4K DEMO HDR 2018 (60FPS) BIRDS EYES COLOURS - YouTube

                       

                      No issues on VP9 10bits local video files 4K@60Hz@HDR(bt2020) when played with Windows 'Movies & TV' integrated application. Example 'The world in HDR' from https://kodi.wiki/view/Samples

                       

                      No issues on Youtube when HDR mode is disabled: 4K@60Hz@SDR(bt709)

                      • 8. Re: Intel UHD 620 issue with Youtube 4K@60Hz HDR
                        Intel Corporation
                        This message was posted on behalf of Intel Corporation

                        : Thank you very much for sharing that information.  

                        We will do further research on this matter, as soon as I get nay updates I will post all the details on this thread.

                        Any questions, please let me know.

                        Regards,
                        Alberto R

                        • 9. Re: Intel UHD 620 issue with Youtube 4K@60Hz HDR
                          JaimeFdezCaro

                          Hi Alberto,

                           

                          Any feedback already?

                          Thanks!

                          • 10. Re: Intel UHD 620 issue with Youtube 4K@60Hz HDR
                            rguevara

                            Hi jerryn,

                             

                            See the images attached, I tried to duplicate the issue that you are reporting but it worked well for me, of course my connection speed is not as fast as yours and I have some buffering issues.

                            Please see the screens and let me know your comments, I am using the exact same NUC with latest firmware (including Download HDMI Firmware Update Tool for Intel® NUC Kit NUC7i3DN, NUC7i5DN, NUC7i7DN ) and software.

                             

                            Regards,

                            Ronny G

                            • 11. Re: Intel UHD 620 issue with Youtube 4K@60Hz HDR
                              rguevara

                              I forgot to mention: have you tried with different browsers? do you experience the same issue running a local file?

                              There are multiple reports of this issue with different systems (not specific to NUC) most of them point to HDR issues, HDMI versions, codecs and many more. I found this one interesting: 4K+HDR @ 60fps Youtube crazy frame drops - Systems

                               

                              Please let know if any of this helps.

                               

                              Regards,

                              Ronny G

                              • 12. Re: Intel UHD 620 issue with Youtube 4K@60Hz HDR
                                JaimeFdezCaro

                                Let me check today when I arrive home, if my HDMI Firmware is latest level, but I think it is.

                                 

                                In other hand, in your Tests pics, I can see you are not activating HDR, space color is BT709, instead of BT2020. In my case, with space color BT709 I do not have any issues at all. So, try activating HDR and assure it checking that space color is BT2020.

                                 

                                Regards

                                • 13. Re: Intel UHD 620 issue with Youtube 4K@60Hz HDR
                                  JaimeFdezCaro

                                  I have just tried MS Edge browser and seems to work perfectly

                                  I have also download a VP9 HDR 4K 60Hz video and:

                                  - No issues at all with "Movies and TV" windows integrated player.

                                  - Issues with VLC 3.0 --> but seems to be almost fixed on VLC 4.x nightlies.

                                   

                                  So seems that the issue at this point is not due to Intel Drivers but due to Chrome browser.

                                   

                                  Regards

                                  • 14. Re: Intel UHD 620 issue with Youtube 4K@60Hz HDR
                                    Intel Corporation
                                    This message was posted on behalf of Intel Corporation

                                    : Thank you very much for letting us know those results.

                                    Yes, based on your findings, the problem could be related to the chrome browser. In this case what we recommend is to get in contact with their support department to verify if they might have further suggestions for this scenario:
                                    https://support.google.com/chrome/?hl=en#topic=7438008

                                    Any questions, please let me know.

                                    Regards,
                                    Alberto R