3 Replies Latest reply on Sep 4, 2014 8:19 AM by sylvia_intel

    Issue with Surface Pro, Netflix "Metro" app and DD5.1 audio -combination

    ransutin

      Hi,

       

      I was instructed by Intel member, Lois or lhill, to start a new discussion here about my issue with my Surface Pro. Original thread can be found here: https://communities.intel.com/message/249304#249304

       

      Issue is that when I watch a movie using Netflix "Metro" app on my Surface Pro and I select DD5.1 audio track the playback framerate drops to 2 fps and no audio comes out. If I switch back to stereo playback, picture and audio work just fine again. This happens when my SP is connected to home theater system with HDMI cable. I have read that also other Surface Pro users are facing the same issue but no-one has a solution to this.

       

      My Surface Pro has a 3rd Generation Intel Core Processors with Intel HD Graphics 4000. I just updated the driver to the newest 10.18.10.3910 which was supposed to fix the problem but it did not help at all.

       

      Any ideas?

        • 1. Re: Issue with Surface Pro, Netflix "Metro" app and DD5.1 audio -combination
          sylvia_intel

          Hello Ransutin, I’m sorry to hear you are having issues with your system.

           

          Regarding your issue, the recommendations we can give you are almost the same as the ones provide to NUC users.

          • Since you are using the latest Graphics driver provided by the system manufacture, I would recommend you to try with the previous driver version or the one available at our download center which is Version 3621.

           

           

           

          • You can also try using another HDMI cable
          • Check for BIOS updates for your system

           

          In the mean time would you please send me the graphics report from your system? Check the following URL; it will give you the steps  Graphics — Intel® Graphics Driver Report   

          • 2. Re: Issue with Surface Pro, Netflix "Metro" app and DD5.1 audio -combination
            ransutin

            Hello Sylvia,

             

            Thank you for your answer! I will try recommended actions. However, I don't think that earlier driver will help as the problem has existed for quite long time already. Also before upgrading to newest driver version.

             

            Here is the graphics report, hopefully it gives more information for you:

             

            Intel(R) HD Graphics 4000

             

             

             

             

            Report Date: Wednesday, September 3, 2014

            Report Time [hh:mm:ss]: 12:10:59 AM

            Driver Version: 10.18.10.3910

            Operating System: Windows* 8.1 Pro(6.3.9600)

            Default Language: English (United States)

            Installed DirectX* Version: 11.2

            Supported DirectX* Version: 11.0

            Shader Version: 5.0

            OpenGL* Version: 4.0

            OpenCL* Version: 1.2

            Physical Memory: 3979 MB

            Processor: Intel(R) Core(TM) i5-3317U CPU @ 1.70GHz

            Processor Speed: 1696 MHz

            Vendor ID: 8086

            Device ID: 0166

            Device Revision: 09

             

             

             

             

            * Processor Graphics Information *

             

             

            Processor Graphics in Use: Intel(R) HD Graphics 4000

            Video BIOS: 0.0

            Current Resolution: 1920 x 1080

             

             

             

             

            * Devices connected to the Graphics Accelerator *

             

             

            Active Displays: 1

            Inactive Displays: 1

             

             

             

             

            * Built-in Display *

             

             

            Display Type: Digital

            Serial Number: SEC3242

            DDC2 Protocol: Supported

            Gamma: 2.2

            Connector Type: LVDS

            Device Type: Built-in Display

             

             

            Maximum Image Size

            Horizontal Size: 9.06 inches

            Vertical Size: 5.12 inches

             

             

            Supported Modes

            1920 x 1080 (60p Hz)

             

             

             

             

             

             

             

            * Digital Television *

             

             

            Display Type: Digital

            Serial Number: MJI002d

            DDC2 Protocol: Supported

            Gamma: 2.2

            Connector Type: DisplayPort

            Device Type: Digital Television

             

             

            Maximum Image Size

            Horizontal Size: 62.99 inches

            Vertical Size: 35.43 inches

             

             

            Supported Modes

            640 x 480 (60p Hz)

            720 x 576 (50i Hz)

            720 x 480 (60i Hz)

            720 x 576 (50p Hz)

            720 x 480 (60p Hz)

            1280 x 720 (60p Hz)

            1280 x 720 (50p Hz)

            1440 x 480 (60p Hz)

            1440 x 576 (50p Hz)

            1920 x 1080 (60i Hz)

            1920 x 1080 (30p Hz)

            1920 x 1080 (24p Hz)

            1920 x 1080 (50p Hz)

            1920 x 1080 (60p Hz)

            1920 x 1080 (50i Hz)

            2880 x 480 (60p Hz)

            2880 x 576 (50p Hz)

             

             

             

             

             

            Raw EDID:

            00 FF FF FF FF FF FF 00 35 49 2D 00 01 01 01 01

            00 17 01 03 80 A0 5A 78 0E DE 50 A3 54 4C 99 26

            0F 50 54 20 00 00 01 01 01 01 01 01 01 01 01 01

            01 01 01 01 01 01 02 3A 80 18 71 38 2D 40 58 2C

            45 00 40 84 63 00 00 1E 02 3A 80 D0 72 38 2D 40

            10 2C 45 80 40 84 63 00 00 1E 00 00 00 FC 00 6D

            61 72 61 6E 74 7A 2D 41 56 52 0A 20 00 00 00 FD

            00 18 55 0F 5C 0F 00 0A 20 20 20 20 20 20 01 60

            02 03 52 F2 59 90 1F 20 22 05 14 04 13 03 02 12

            11 07 06 16 15 01 0F 0E 1E 1D 23 24 25 26 35 0F

            7F 07 3D 1E C0 15 07 50 5F 7E 01 57 06 00 67 7E

            00 4D 02 00 83 5F 00 00 72 03 0C 00 15 00 B8 2D

            E0 51 33 4C 33 C0 04 01 00 00 C7 E3 05 00 00 E2

            00 FB 01 1D 80 18 71 1C 16 20 58 2C 25 00 40 84

            63 00 00 9E 01 1D 80 D0 72 1C 16 20 10 2C 25 80

            40 84 63 00 00 9E 00 00 00 00 00 00 00 00 00 E2

             

             

            * Other names and brands are the property of their respective owners.

            • 3. Re: Issue with Surface Pro, Netflix "Metro" app and DD5.1 audio -combination
              sylvia_intel

              Ransutin, it is very important to bear in mind that the graphics engine for tablets computers is not the same as the one from a desktop or mobile motherboard or NUC. Therefore the graphics driver needs to be different.

               

              The graphics drivers for tablets needs to be provided by Microsoft.

               

              I will send this information to the graphics engineer so they can take a look, but I cannot assure you they are going to develop a driver to solve this behavior.