Graphics
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Difficulty playing UHD 4k (3840×2160) video.

DUrza
Beginner
8,901 Views

Thanks for your time and attention,

I'm having mixed results playing 4k (3840 × 2160) video. Though mp4 seems to be okay, HEVC x.265 mkv is giving mixed results (none good).

 

The video seems to play best using the native Windows video player. The audio seems fine, but the video stutters significantly.

Any advice or suggestions?

Thanks again,

Dugen

Operating System: Microsoft Windows 10 Home(10.0.16299 Build 16299)

Physical Memory (Installed): 8 GB

Processor: Intel(R) Core(TM) i7-6500U CPU @ 2.50GHz

System Type: x64-based PC

Total Installed Updates: 16 Updates - See Detailed View for more information

Display Adapter(s): Intel(R) HD Graphics 520 22.20.16.4771

System Manufacturer: Dell Inc.

System Model: 0GN5VG

Network Adapter(s): Intel(R) Dual Band Wireless-AC 3165 19.51.8.2

Disk(s): SanDisk Z400s 2.5 7MM 256GB 130.10 GB (available) 10.0.16299.15

Adapter Compatibility Intel Corporation

Adapter DAC Type Internal

Adapter RAM 1.00 GB

Availability Running or Full Power

Bits Per Pixel 32

Caption Intel(R) HD Graphics 520 http://www.intel.com/content/www/us/en/search.html?keyword=HD+Graphics+520

CoInstallers oem17.inf,iSKLD_w10_DS,Internal,Intel(R) HD Graphics Family

Color Table Entries 4294967296

Dedicated Video Memory Not Available

Driver igdkmd64.sys

Driver Date 08/12/2017 05:00 PM

Driver Path C:\WINDOWS\system32\DriverStore\FileRepository\igdlh64.inf_amd64_453d2af85bf95078\igdkmd64.sys

Driver Provider Intel Corporation

Driver Version 22.20.16.4771

INF oem17.inf

INF Section iSKLD_w10_DS

Install Date Not Available

Installed Drivers C:\WINDOWS\System32\DriverStore\FileRepository\igdlh64.inf_amd64_453d2af85bf95078\igdumdim64.dll,C:\WINDOWS\System32\DriverStore\FileRepository\igdlh64.inf_amd64_453d2af85bf95078\igd10iumd64.dll,C:\WINDOWS\System32\DriverStore\FileRepository\igdlh64.inf_amd64_453d2af85bf95078\igd10iumd64.dll,C:\WINDOWS\System32\DriverStore\FileRepository\igdlh64.inf_amd64_453d2af85bf95078\igd12umd64.dll

Last Error Code Not Available

Last Error Code Description Not Available

Last Reset Not Available

Location PCI bus 0, device 2, function 0

Manufacturer Intel Corporation

Microsoft DirectX* Version 11.X

Monochrome No

Number of Colors 4294967296

Number of Video Pages Not Available

PNP Device ID PCI\VEN_8086&DEV_1916&SUBSYS_06FF1028&REV_07\3&11583659&0&10

Power Management Capabilities Not Available

Power Management Supported Not Available

Refresh Rate - Current 60 Hz

Refresh Rate - Maximum 60 Hz

Refresh Rate - Minimum 48 Hz

Resolution 3840 X 2160

Scan Mode Noninterlaced

Service Name igfx

Status OK

Video Architecture VGA

Video Memory Unknown

Video Processor Intel(R) HD Graphics Family

Availability Running or Full Power

BIOS 1.17.0, DELL - 1072009

Caption Motherboard

Chipset Intel(R) 100 Series http://www.intel.com/content/www/us/en/search.html?keyword=100+Series

Date 06/19/2017 05:00 PM

Install Date Not Available

Last Error Code Not Available

Last Error Code Description Not Available

Manufacturer Dell Inc.

Model Not Available

Part Number Not Available

PNP Device ID Not Available

Power Management Capabilities Not Available

Power Management Supported Not Available

Product 0GN5VG

Serial Number /41GDB82/CN7620662N0211/

Status OK

Version A00

KB2468871 Microsoft .NET Framework 4 Client Profile [Not Available]

KB2468871 Microsoft .NET Framework 4 Extended [Not Available]

KB2468871v2 Microsoft .NET Framework 4 Client Profile [Not Available]

KB2468871v2 Microsoft .NET Framework 4 Extended [Not Available]

KB2478063 Microsoft .NET Framework 4 Extended [Not Available]

KB2478063 Microsoft .NET Framework 4 Client Profile [Not Available]

KB2533523 Microsoft .NET Framework 4 Extended [Not Available]

KB2533523 Microsoft .NET Framework 4 Client Profile [Not Available]

KB2544514 Microsoft .NET Framework 4 Extended [Not Available]

KB2544514 Microsoft .NET Framework 4 Client Profile [Not Available]

KB2600211 Microsoft .NET Framework 4 Client Profile [Not Available]

KB2600211 Microsoft .NET Framework 4 Extended [Not Available]

KB2600217 Microsoft .NET Framework 4 Client Profile [Not Available]

KB2600217 Microsoft .NET Framework 4 Extended [Not Available]

KB4048951 Security Update [11/26/2017]

KB4048955 Security Update [11/23/2017]

Architecture x64

ATPO Not Available

Availability Running or Full Power

Caption Intel64 Family 6 Model 78 Stepping 3

Chipset Name Intel(R) Core(TM) i7-6500U CPU @ 2.50GHz http://www.intel.com/content/www/us/en/search.html?keyword=Core+i7+6500U+CPU+

CPU Speed 1.10 GHz

Current Voltage 1.7 volts

Driver Not Available

Driver Date 04/21/2009 12:00 AM

Driver Path C:\WINDOWS\system32\drivers\intelppm.sys

Driver Provider Microsoft

Driver Version 10.0.16299.15

Ext. Family Not Available

Family Intel Core™ i7-2760QM

FPO Not Available

INF cpu.inf

INF Section IntelPPM_Inst.NT

Install Date Not Available

Last Error Code Not Available

Level 1 Cache 2 x 64 KB

Level 2 Cache 2 x 512 KB

Level 3 Cache 4 MB

Load 14%

Manufacturer GenuineIntel

Model 78

Name Intel(R) Core(TM) i7-6500U CPU @ 2.50GHz

Number of Cores 2

Number of Cores Enabled 2

Number of Logical Processors 4

Part Number To Be Filled By O.E.M.

Power Management Capabilities Not Available

Power Management Supported No

Processor ID BFEBFBFF000406E3

Revision 19971

Serial Number To Be Filled By O.E.M.

Service Name intelppm

Status OK

Stepping 3

Version Not Available

BaseBoard Manufacturer Dell Inc.

BIOS Mode UEF...

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25 Replies
idata
Employee
2,087 Views

Dugen: Thank you very much for contacting the Intel® Graphics communities. We will do our best to try to fix this problem.

 

 

Since you already installed the driver provided by Dell, 4771, now we can try to install the latest graphics driver for the Intel® HD Graphics 520 controller, which is version 4849:

 

https://downloadcenter.intel.com/download/27266/Graphics-Intel-Graphics-Driver-for-Windows-15-60-?product=88355 https://downloadcenter.intel.com/download/27266/Graphics-Intel-Graphics-Driver-for-Windows-15-60-?product=88355

 

 

Just to confirm some information about your system, please provide the graphics report. Open the Intel Graphics control panel, select "Options and Support" then look for 'Information Center" and save the file. To attach a file, you must click "Use Advanced Editor" in the top right corner of the response box, then the "attach" option will appear in the bottom right corner of the response box.

 

 

Are you using adapters or converters?

 

 

Any further questions, please let me know.

 

 

Regards,

 

Alberto R

 

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DUrza
Beginner
2,087 Views

Thanks Alberto,

After trying to install version 4849:

Error Message: Computer Manufacturer Graphics Driver Detected

Last Reviewed: 01-Nov-2017

Article ID: 000005469

Also, I'm not certain as to what type of adapters or converters you might be referring. My guess would be that I'm not using either.

Thanks so much for your time,

Dugen

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idata
Employee
2,087 Views

Dugen: You are welcome. Thank you very much for sharing those details. Another option to try will be to install the graphics driver 4849 manually:

 

https://www.intel.com/content/www/us/en/support/articles/000005629/graphics-drivers.html https://www.intel.com/content/www/us/en/support/articles/000005629/graphics-drivers.html

 

 

If the problem persists after that, then we will do further research on this matter, for us to be able to do that, please provide the information requested on the following thread:

 

/message/319025 https://communities.intel.com/message/319025

 

 

Any questions, please let me know.

 

 

Regards,

 

Alberto R

 

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DUrza
Beginner
2,087 Views

Hello Alberto,

After installing the 4849 driver manually, the video would no longer play at all. After reinstalling the previous driver, we are back to where we started.

Thanks again, and I hope we can find a solution soon. If there is any additional information needed lease don't hesitate to ask.

Dugen

Category

Questions

Answers (N/A if not applicable)

Description

Provide a detailed description of the issue

Stuttering during HEVC x265 3840x2160 4k video playback

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")<p> 

Always (100%): X

Often (51-99%):

Sporadic (20-50%):

Very Sporadic (<20%):

Hardware (HW)

Brand and Model of the system.

Dell Inspiron 15 7568

Hybrid or switchable graphics system?

 

ie Does it have AMD or NV graphics too?

No

No

<span style="font-weight: inher...

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idata
Employee
2,087 Views

Hi Dugen: Thank you very much for providing the files. We are sorry to hear the issue persists and we will start a research on this matter, 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

 

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DUrza
Beginner
2,087 Views

Hello Alberto,

Just following up as I haven't heard anything in a while. The problem persists. Is there any additional information that I may be able to provide? I'd love to resolve this a bit, as the 4k screen was one of the driving factors when choosing to purchase this product.

Thanks again for your time and attention to this matter.

Good luck,

Dugen

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idata
Employee
2,087 Views

Hi Dugen: You are very welcome. I just received an update on this subject, in order to try to fix this problem, please install driver version 15.60.01.4877

https://downloadcenter.intel.com/download/27355/Graphics-Intel-Graphics-Driver-for-Windows-15-60-?product=98909

Also we recommend to try a BIOS update to version 1.17.0 ,1.17.0:

 

http://www.dell.com/support/home/us/en/04/product-support/product/inspiron-15-7568-laptop/drivers http://www.dell.com/support/home/us/en/04/product-support/product/inspiron-15-7568-laptop/drivers

Any questions, please let me know.

Regards,

 

Alberto R
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DUrza
Beginner
2,087 Views

Well Alberto, what can I say. 🙂

After things were looking up, things have gone downhill rapidly since then. I started with the Dell BIOS update, as it seemed the most logical place to begin. Unfortunately, now my native video player won't load 4k .mkv video files at all.

(error 0xc00db3b2)

Also, my VLC player is now having much more difficulty as well.

Following the BIOS update, I did install the .4877 driver update hoping that might help. Still nothing from Windows Video, but the VLC attempt improved slightly.

Things are now worse than ever, and it seemed like we were so close.

Suggestions?

 

Thanks so much for your time,

Dugen

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idata
Employee
2,087 Views

Dugen: Thank you very much for letting us know that information, we are sorry to hear the problem remains. We will do further research on this matter, 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

 

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idata
Employee
2,087 Views

Dugen: I just received an update on this matter, please try latest 15.60.4901 driver again:

 

https://downloadcenter.intel.com/download/27412 https://downloadcenter.intel.com/download/27412

 

 

Any questions, please let me know.

 

 

Regards,

 

Alberto R

 

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DUrza
Beginner
2,087 Views

Thanks,

No real change.

A few updates ago I started getting an error... Does 0xc00db3b2 mean anything to you?

Thanks,

Dugen

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idata
Employee
2,087 Views

Dugen: Thank you for providing those results. We will continue doing further research on this matter. As soon as I get any updates I will post them on this thread.

 

 

Any questions, please let me know.

 

 

Regards,

 

Alberto R

 

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idata
Employee
2,087 Views

Dugen: I just received an update on this matter, this error seems to be related to HEVC Video Extension from Microsoft.

 

 

Please try uninstalling the extension then download and install a new one:

 

https://www.microsoft.com/en-us/store/p/hevc-video-extension/9n4wgh0z6vhq https://www.microsoft.com/en-us/store/p/hevc-video-extension/9n4wgh0z6vhq

 

 

Any questions, please let me know.

 

 

Regards,

 

Alberto R

 

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DUrza
Beginner
2,087 Views

Thanks Alberto,

So here is the crazy update.

With the patch, Windows Media Player is now the best player on my laptop. The resolution and sound are significantly better than both VLC and 'Movies & TV'.

Except.

HEVC x.265

Windows Media Player only plays the video, no audio. The video playback is still slightly choppy, but the skip occurs at a constant rate. Almost watchable, in a pinch maybe, but with no audio.

VLC, on the other hand, plays ONLY the audio. The video freezes right out of the gate, and checkerboards a bit, but really doesn't do much of anything.

 

'Movies and TV' still gives me an error code of 0x80070057

Now, i have not tried an HEVC x.265 file running in 1080p on any of the players. If you would like me to try, and to report the results, I would be happy to do so.

Thank you so much for your effort. The video playback quality improvement in Windows Media Player is quite significant.

Would still love to be able to take advantage of the expensive UHD 4k (3840×2160) video screen that i paid for, but I'm hoping that we are getting closer.

Dugen

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idata
Employee
2,087 Views

Dugen: You are welcome. Thank you very much for providing those updates. We are glad to hear there was an improvement on the video quality when using Windows® Media Player.

 

 

Yes, if you have the option to test an HEVC x.265 file running in 1080p with both players, please try that just to confirm how it works.

 

 

Any questions, please let me know.

 

 

Regards,

 

Alberto R

 

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DUrza
Beginner
2,087 Views

Well, the good news is that HEVC x.265 running at 1080p runs well on all three video players.

Windows Media Player still seems to have the best resolution, but all three look and sound quite good.

That just leaves HEVC x.264 (which I haven't tried) and

 

HEVC x.265

 

trying to play at a resolution higher than 1080p.

Windows Media Player will play the video, with a rapid chop, but without audio.

 

VLC will play the audio, intermittently, but with frozen video..

Argh,

I'm still waiting for the day I can play UHD video on this screen.

🙂

Thanks for all the help, and please keep me updated.

Dugen

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idata
Employee
2,087 Views

Dugen: Thank you very much for sharing those results. We will do further research on this matter, as soon as I get any updates I will post them on this thread.

 

 

Any questions, please let me know.

 

 

Regards,

 

Alberto R

 

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idata
Employee
2,087 Views

Dugen: I just received an update on this matter, Skylake and newer generation graphics controllers have HEVC and AVC hardware decoding capabilities. Could you please provide samples of the videos for us to test them?

 

 

Did you installed a codec pack like CCCP or Klite? If so, please test the videos without the codec pack and instead rely on the codecs provided by the video playback application itself.

 

 

Just to let you know, we have been testing HEVC HW decoding on SKL and it works correctly on Kodi 17.6 and to a lesser degree MPC-HC.

 

 

Any questions, please let me know.

 

 

Regards,

 

Alberto R

 

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idata
Employee
2,087 Views

Dugen: I just wanted to check if you saw the information we requested previously and if you need further assistance on this matter?

 

 

Any questions, please let me know.

 

 

Regards,

 

Alberto R

 

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DUrza
Beginner
1,852 Views

Apologize for the delay,

I have not installed any codec pack.

I'll send a video clip. Please let me know the maximum file size that I can attach here.

Thanks again,

Dugen

PS - By the way, even UHD 4k videos from YouTube don't play perfectly. Even when I pause the video to let it load all the way, the playback is sometimes choppy, and other times stops completely for half a second or so before resuming.

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