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Intel HD Graphics 520 is not able to play 4K movies?

MSerd1
Beginner
6,624 Views

I have a Surface Pro 4 (i5, 8GB RAM, SSD, Intel HD Graphics 520) and, although I have a 4K resolution on both Surface Display and 4K TV Panasnic (3840x2160 30Hz), when playing 4K movies (2160p) the video is stuttering. I have installed the latest drivers from Microsoft, still the same. Then installed the drivers from Intel (latest 3 versions including the latest beta), still the same. I cannot watch a 4K movie on my Surface or on my 4K TV Panasonic Viera. What is the solution please?

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16 Replies
idata
Employee
3,074 Views

Hello mihai.serdean,

Could you please confirm your processor model?

What drivers version did you install?

Are you using a HDMI cable? Provide your cable brand and model.

Have you contacted Microsoft in regard to this issue?

What is the operating system you have installed?

Regards,

Amy.

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idata
Employee
3,074 Views

/thread/109972 mihai.serdean, I wanted to check if you were able to fix this issue.

If there is something we can help you with, please let us know.

Regards,

Amy.

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MSerd1
Beginner
3,074 Views

The issue is not resolved. Video is stuttering when playing mkv files with any media player. It's a Surface Pro 4.

Could you please confirm your processor model?

i5-6300U CPU @ 2.40GHz 2.50GHz, RAM 8GB, SSD 256GB, Intel HD Graphics 520

What drivers version did you install?

Intel HD Graphics 520 from Intel website:

win64_154014.4352

win64_154512.4552

win64_154510.4542

and from Microsoft website:

SurfacePro4_Win10_161521_0

https://www.microsoft.com/en-us/download/details.aspx?id=49498 Download Surface Pro 4 Drivers and Firmware from Official Microsoft Download Center

Are you using a HDMI cable? Provide your cable brand and model.

microDisplay to HDMI cable https://www.moshi.com/mini-displayport-to-hdmi-cable-66-ft-2-m Mini Displayport to HDMI Cable | Moshi

Have you contacted Microsoft in regard to this issue?

yes, but not resolved yet.

What is the operating system you have installed?

Windows 10

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idata
Employee
3,074 Views

/thread/109972 mihai.serdean, thank you for the detailed information.

Do you have any video I can test?

Let me know one of the video players you are using.

Regards,

Amy.

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MSerd1
Beginner
3,074 Views

http://downloads.4ksamples.com/downloads/sample-Elysium.2013.2160p.mkv http://downloads.4ksamples.com/downloads/sample-Elysium.2013.2160p.mkv

Movies (Default Media player for Windows 10)

VLC (latest version for Windows)

PowerDVD 16

In the past, I also tried other players. Same for all

CPU is at 90-100%

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idata
Employee
3,074 Views

Thank you that file.

Please let me review your case, as soon as I have more information I will update the thread.

I want to check something you mentioned about Microsoft, are they working on this issue? What did they say when you reported this to them?

Regards,

Amy.

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idata
Employee
3,074 Views

I am working in your thread; however, before continuing I would like to double check the information that Microsoft has provided you. Is Microsoft on this issue? What did they say when you reported this to them?

Regards,

Amy.

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idata
Employee
3,074 Views

/thread/109972 mihai.serdean, I will continue investigating this matter, and keep you updated.

Regards,

Amy.

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AFier1
Beginner
3,074 Views

Same on Linux, it has dropped frames every second.

[toni@toni-pc ~]$ inxi -G

 

Graphics: Card: Intel HD Graphics 520

 

Display Server: X.Org 1.19.3 driver: modesetting

 

Resolution: 1920x1080@60.02hz

 

GLX Renderer: Mesa DRI Intel HD Graphics 520 (Skylake GT2)

 

GLX Version: 3.0 Mesa 17.0.1

[toni@toni-pc ~]$ vainfo

 

libva info: VA-API version 0.39.4

 

libva info: va_getDriverName() returns 0

 

libva info: Trying to open /usr/lib/dri/i965_drv_video.so

 

libva info: Found init function __vaDriverInit_0_39

 

libva info: va_openDriver() returns 0

 

vainfo: VA-API version: 0.39 (libva 1.7.3)

 

vainfo: Driver version: Intel i965 driver for Intel(R) Skylake - 1.7.3

 

vainfo: Supported profile and entrypoints

 

VAProfileMPEG2Simple : VAEntrypointVLD

 

VAProfileMPEG2Simple : VAEntrypointEncSlice

 

VAProfileMPEG2Main : VAEntrypointVLD

 

VAProfileMPEG2Main : VAEntrypointEncSlice

 

VAProfileH264ConstrainedBaseline: VAEntrypointVLD

 

VAProfileH264ConstrainedBaseline: VAEntrypointEncSlice

 

VAProfileH264ConstrainedBaseline: VAEntrypointEncSliceLP

 

VAProfileH264Main : VAEntrypointVLD

 

VAProfileH264Main : VAEntrypointEncSlice

 

VAProfileH264Main : VAEntrypointEncSliceLP

 

VAProfileH264High : VAEntrypointVLD

 

VAProfileH264High : VAEntrypointEncSlice

 

VAProfileH264High : VAEntrypointEncSliceLP

 

VAProfileH264MultiviewHigh : VAEntrypointVLD

 

VAProfileH264MultiviewHigh : VAEntrypointEncSlice

 

VAProfileH264StereoHigh : VAEntrypointVLD

 

VAProfileH264StereoHigh : VAEntrypointEncSlice

 

VAProfileVC1Simple : VAEntrypointVLD

 

VAProfileVC1Main : VAEntrypointVLD

 

VAProfileVC1Advanced : VAEntrypointVLD

 

VAProfileNone : VAEntrypointVideoProc

 

VAProfileJPEGBaseline : VAEntrypointVLD

 

VAProfileJPEGBaseline : VAEntrypointEncPicture

 

VAProfileVP8Version0_3 : VAEntrypointVLD

 

VAProfileVP8Version0_3 : VAEntrypointEncSlice

 

VAProfileHEVCMain : VAEntrypointVLD

 

VAProfileHEVCMain : VAEntrypointEncSlice

 

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Bryce__Intel
Employee
3,074 Views

Hi mihai.serdean,

We were able to replicate the issue with this Elsyium clip, but testing any other clip on the 4K clip sites we're not seeing the issue. Do you have other clips that are failing for you? Please provide some links if you could. Thanks!

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MSerd1
Beginner
3,074 Views

Hello,

Thanks for your response. I can replicate with any large mkv file. Please find large mkv files. You should experience the same issue.

Mihai

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RonaldM_Intel
Moderator
3,074 Views

Hello Mihai,

We appreciate your patience while we work on this issue. Recently Intel released a new driver baseline (i.e. new driver code) and we would appreciate if you can give this one a shot.

https://downloadcenter.intel.com/download/26941 Download Intel® Graphics Driver for Windows* [15.46]

Please let us know if with the new 15.46 driver you still see stuttering on 4K videos.

Kindest Regards,

Ronald M.

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RonaldM_Intel
Moderator
3,074 Views

Hello Mihai,

Just following up to see if you have any results while testing with our latest 15.46 drivers?

Regards,

Ronald M.

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idata
Employee
3,074 Views

Hi Mihai,

I would like to request a test where you provide a video recording (perhaps from your mobile) showing the same video running fine in a different platform. Is there any chance you can do this?

Regards,

Amy C.

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idata
Employee
3,074 Views

Mihai, hope you were able to see the previous post.

Regards,

Amy C.

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PChol
Beginner
3,074 Views

Hi, Amy

I having exact problem with my ThinkPad T560, here are my post.

Best regards,

pipeCh

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