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Answers (N/A if not applicable)
Provide a detailed description of the issue
shutter lines in video playback
Does it fail every single time, or only sometimes?
If you can offer a % rate please do.
continuously with MP4 HD files
Brand and Model of the system.
Hybrid or switchable graphics system?
ie Does it have AMD or NV graphics too?
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)
Panasonic Plasma screen, via HDMI
How much memory [RAM] in the system (see note2 below).
Provide any other hardware needed to replicate the issue.
ie: Cables&brand, cable type [vga, hdmi, DP, etc], dock, dongles/adapters, etc
Asus Z170M Plus motherboard
Hardware Stepping (see note1 below).
Operating System version (see note2 below).
Windows 7 64
VBIOS (video BIOS) version. This can be found in “information page” of CUI (right click on Desktop and select “Graphics Properties”.
Graphics Driver version; for both integrated Intel and 3rd party vendors (see note2 below).
SW or Apps version used to replicate the issue.
Single display, clone, or extended (see note2 below).
Display resolution & refresh rate setting of each display (see note2 below).
59p and 60p, It seems to default to 59p, but I tried both.
AC or DC mode, i.e. is power cable plugged in or not?
How to repro
Please provide steps to replicate the issue. These steps 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.
- just play video file
- just play video file
This problem appears to have been corrected by upgrading from Win 7 to Win 10.
BTW, (10 days with no response) your support team is not too efficient with responding to these issues.
Your feedback is important to us and we thank you for taking the time to communicate this information.
I extend to you a formal apology for lack of response received after submitting your issue. I've spoken with the Agent and updated our policies to mitigate responses from falling thru the cracks moving fwd.
That said, I fully understand you've resolved it by upgrading to Win10, but I would still like to forward the details up to my engineering dept for further review, in case there is a gap to fill for those who aren't making the move. But I would need some additional answers than what you provided. If you're willing, could you help me out answering what you can of them real quick?
Gfx driver versions you tested and failed?
Model # of your external panel - Panasonic [model]
Version # of PowerDVD
Do you have Win7 service packs installed?
Are all the WU (Win Updates) completed?
What’s the BIOS version?
Does it fail in the same manner with any other file formats like .mkv, or only mp4?
Are the failing vids H.264 or WMV?
Did you see this failure on any other system, or just the one you have?
Do you have a video file that failed for you which you can send us via dropbox or Google Drive to test?