topic Re: Screen flashing black with Netflix / Amazon Prime in Graphics

Screen flashing black with Netflix / Amazon Prime

ECW1973 — Mon, 07 Dec 2020 13:02:00 GMT

When using a browser or windows app with Netflix or Amazon Prime the screen will randomly flash back for 1-2 secs and then recover. When first loading the Netflix website (after logging in and choosing a user profile) the screen will always flash black once. After that just sitting on the home screen will resulting in random black flashing. This also continues when watching videos.

Problem does not occur with the Microsoft Basic Display Driver.
I have tried three different HDMI cables in all the ports available on the display and the problem persists.
Issue occurs regardless of display settings (e.g. Resolution, refresh rate, scaling, etc.)
YouTube doesn’t have the issue.
Plex doesn’t have the issue.
Issue doesn’t occur on another (non 4K) monitor I have

System:

Windows 20H2 Pro

NUC8i3BEH

Intel Iris Plus Graphics 655 GPU

Driver 27.20.100.8935 (latest)

Re: Screen flashing black with Netflix / Amazon Prime

ECW1973 — Mon, 07 Dec 2020 20:28:27 GMT

Full Details:

Intel® Driver & Support Assistant
Detailed Report
Last scan: 12/7/2020 3:15 PM

Computer
Intel® Client Systems NUC
System Manufacturer Intel® Client Systems
System Model NUC8i3BEH
System Type Desktop
Motherboard Manufacturer Intel Corporation
Motherboard Product NUC8BEB
Version J72693-308
BIOS Version BECFL357.86A.0085.2020.1007.1917
Date 10/7/2020
SMBIOS Version 3.2
Secure Boot On
Operating System
Microsoft Windows 10 Pro (64-bit)
Version 2009
OS Build 10.0.19042
Build Branch vb_release
Locale English (United States)
Windows Directory C:\Windows
System Directory C:\Windows\system32
.NET Framework Versions 4.0.0.0, 4.8.04084
Default Internet Browser Internet Explorer 11.630.19041.0
Installed Internet Browsers Google Chrome, Internet Explorer 11.630.19041.0, Microsoft Edge
Processor
Intel® Core™ i3-8109U CPU @ 3.00GHz
Device Details
Manufacturer GenuineIntel
Description Intel64 Family 6 Model 142 Stepping 10
Architecture x64
# of Cores 2
# of Threads 4
Processor Base Frequency 3000 MHz
Current Voltage 8.
Level 2 Cache 512 Kb
Level 3 Cache 4096 Kb
Processor Id 0x806EA
Availability Running at full power
Graphics
Intel® Iris® Plus Graphics 655
Device Details
Adapter Compatibility Intel Corporation
Video Processor Intel® Iris® Plus Graphics Family
Resolution 3840 x 2160
Bits Per Pixel 32
Number of Colors 4294967296
Refresh Rate - Current 60 Hz
Refresh Rate - Maximum 75 Hz
Refresh Rate - Minimum 23 Hz
Provider Intel Corporation
Version 27.20.100.8681
Date 9/5/2020
Adapter DAC Type Internal
Adapter RAM 1.00 GB
Availability Running at full power
Status This device is working properly.
Location PCI bus 0, device 2, function 0
Device Id PCI\VEN_8086&DEV_3EA5&SUBSYS_20748086&REV_01\3&11583659&0&10
Audio
Intel® Display Audio
Device Details
Provider Intel® Corporation
Name IntcDAud.sys
Version 10.27.0.9
Date 2/25/2020
Device Id INTELAUDIO\FUNC_01&VEN_8086&DEV_280B&SUBSYS_80860101&REV_1000\4&37A31CA1&1&0201
Realtek High Definition Audio
Device Details
Provider Realtek Semiconductor Corp.
Name RTKVHD64.sys
Version 6.0.8981.1
Date 6/30/2020
Device Id INTELAUDIO\FUNC_01&VEN_10EC&DEV_0235&SUBSYS_80862074&REV_1000\4&37A31CA1&1&0001
Networking and I/O
Intel® Wireless-AC 9560 160MHz
Device Details
Manufacturer Intel Corporation
Availability Running at full power
Status This device is working properly.
Installed True
MAC Address 0C:7A:15:C1:29:10
Service Name Netwtw08
Provider Intel
Version 21.120.2.1
Date 9/6/2020
Device Id PCI\VEN_8086&DEV_9DF0&SUBSYS_00348086&REV_30\3&11583659&0&A3
Revision 30
Intel® Ethernet Connection (6) I219-V
Device Details
Manufacturer Intel
Availability Running at full power
Status This device is working properly.
Installed True
MAC Address 1C:69:7A:66:4A:A8
Service Name e1dexpress
Provider Intel
Version 12.19.0.13
Date 8/26/2020
Device Id PCI\VEN_8086&DEV_15BE&SUBSYS_20748086&REV_30\3&11583659&0&FE
Revision 30
Memory
8 GB
Device Details
Physical Memory - Total 8 GB
Physical Memory - Available 6.28 GB
Virtual Memory - Total 9.80 GB
Virtual Memory - Available 8.27 GB
Page File C:\pagefile.sys
Page File Space 1.88 GB
Storage
Lexar 250GB SSD
Device Details
Capacity 232.88 GB
Version V1.0.5
Serial Number K38208R003659 _00000001.
Partitions 3
Provider Microsoft
Version 10.0.19041.1
Date 6/21/2006
Device Id SCSI\DISK&VEN_NVME&PROD_LEXAR_250GB_SSD\5&2558F256&0&000000
C:
File System NTFS
Compressed False
Capacity 232.28 GB
Free Space 174.03 GB

Re: Screen flashing black with Netflix / Amazon Prime

ECW1973 — Mon, 07 Dec 2020 20:32:37 GMT

Video of Issue:

https://photos.app.goo.gl/iPRSsFyWJLpUo8QB7

Re: Screen flashing black with Netflix / Amazon Prime

Sebastian_M_Intel — Tue, 08 Dec 2020 00:00:46 GMT

Hello ECW1973,

Thank you for posting on the Intel® communities.

In order to better assist you, please provide the following:

1. Run the Intel® System Support Utility (Intel® SSU) and attach the report generated:

Open the application, check the "Everything" box, and click on "Scan" to see the system and device information. By default, Intel® SSU will take you to the "Summary View".
Click on the menu where it says "Summary" to change to "Detailed View".
To save your scan, click on "Next", then "Save".
Use the option under the reply window to attach the report to the thread (Drag and drop here or browse files to attach).

2. Provide the Report for Intel® Graphics Drivers, follow this link.

3. Did this unit use to work before? If yes, did you make any changes like updating the graphics driver before the issue started?

4. Do you know if the issue happens using a USB-C connection?

Regards,

Sebastian M

Intel Customer Support Technician

Re: Screen flashing black with Netflix / Amazon Prime

ECW1973 — Tue, 08 Dec 2020 00:23:47 GMT

- I only got the NUC two days ago. It has always had this issue since setting it up.

- I have not tried the USB-C connection

Requested Reports attached.

Re:Screen flashing black with Netflix / Amazon Prime

Sebastian_M_Intel — Tue, 08 Dec 2020 01:10:32 GMT

Hello ECW1973,

Thank you for your reply.

Please try the following workaround and include some details:

1. Try doing a clean install of the latest DCH drivers:

1. Download the latest DCH drivers and save them on the computer.

Latest driver validated for the NUC: https://downloadcenter.intel.com/download/29911/Intel-Graphics-DCH-Driver-for-NUC8i3BE-NUC8i5BE-NUC8i7BE?product=126150
Latest generic driver: https://downloadcenter.intel.com/download/29988/Intel-Graphics-Windows-10-DCH-Drivers?product=140931

2. Disconnect from the Internet so no new drivers are automatically installed by Windows Update.

3. Uninstall the driver and the Intel Graphics Command Center from Control Panel > Programs and Features.

4. Restart the computer.

5. Confirm in Device Manager > Video Adapters the controller is listed as 'Microsoft Basic Display Adapter' > if not, repeat steps 2 through 4.

6. If the adapter continues to be listed as ‘Intel HD Graphics’ or similar, and no other Intel Graphics driver is listed under 'Programs and Features' for removal, then it means Windows has switched to a previously installed Legacy driver. At this point we can remove Legacy drivers from Device Manager:

Right-click on 'Intel HD Graphics' or similar, and select 'Uninstall Device'
In the pop-up window make sure 'Delete the driver software for this device' is checked.
Click on 'Uninstall'.
Restart. (Repeat steps 6.1.1 through 6.1.4 until the device gets listed as 'Microsoft Basic Display Adapter')

7. Install the drivers downloaded in step 1. Try first the generic and then the validated version.

8. Restart the computer.

9. Reconnect to the Internet.

2. Update the HDMI firmware using the update tool:

3. Is the content that you are trying to view 4K? If yes, please try the following: https://www.intel.com/content/www/us/en/support/articles/000029357/intel-nuc.html

Make sure that the HDMI cables that you are using support HDCP 2.2 for 4k Premium.
Enable HDR in Windows: Go to Settings > System > Display and make sure Use HDR is turned on under Windows HD Color.
Install the Windows HEVC Codec. This codec enables Windows 10 devices to stream 4K and HDR content. https://www.microsoft.com/en-us/p/hevc-video-extensions-from-device-manufacturer/9n4wgh0z6vhq?activetab=pivot%3aoverviewtab
Check if Intel® Software Guard Extensions (SGX) is enabled in BIOS:
- Press F2 during boot.
- Go to Advanced > Security > Security Features.

Regards,

Sebastian M

Intel Customer Support Technician

Re: Re:Screen flashing black with Netflix / Amazon Prime

ECW1973 — Tue, 08 Dec 2020 02:15:08 GMT

I followed all of the steps you outlined (full clean, reinstall, HDMI firmware) and the problem still occurs. I am not using the TV for 4K video and the issue occurs regardless of the resolution setting or refresh rate. This TV was previously connected to an older NUC5 and worked perfectly.

Re:Screen flashing black with Netflix / Amazon Prime

Sebastian_M_Intel — Wed, 09 Dec 2020 00:34:11 GMT

Hello ECW1973,

Thank you for the update.

We just tested a NUC8i3BEH with Netflix and had no issues, we were using a 1080p monitor.

Please allow us to double-check this behavior internally to see what other factors can be causing this issue.

In the meantime, I will recommend you to:

Check with the monitor manufacturer to check if all the drivers and firmware are up to date.
See if you can test a USB-C connection to verify if the problem is related to HDMI only.

Regards,

Sebastian M

Intel Customer Support Technician

Re: Re:Screen flashing black with Netflix / Amazon Prime

ECW1973 — Wed, 09 Dec 2020 01:59:02 GMT

Just to note:

The issue doesn't occur if I hookup to my other 1080p TV either. It only occurs on the 4K TV even when I am just running it at 1080p. The TV is up to date and works fine with a NUC5 and also laptop - both over HDMI. I now expect this is somehow related to DRM.

Re: Re:Screen flashing black with Netflix / Amazon Prime

Ronny_G_Intel — Thu, 10 Dec 2020 20:47:10 GMT

Hi ECW1973,

I am looking into this issue but I am maybe late and can't find the video that you shared before, when I click on the link you shared, it says: the album is empty.

Can I ask you to share the video file again? Can you add it directly to the community post?

Thanks,

Ronny G

Re: Re:Screen flashing black with Netflix / Amazon Prime

ECW1973 — Thu, 10 Dec 2020 21:34:23 GMT

Sorry, I accidentially deleted the video. I have uploaded another one at the same link. In the video I am in netflix and refresh the browser twice - each time causing the screen to flash black. This will also happen randomly (every few minutes) while just playing or sitting on this screen.

Re: Re:Screen flashing black with Netflix / Amazon Prime

ECW1973 — Thu, 10 Dec 2020 22:32:05 GMT

Also attached to this thread now.

Re: Re:Screen flashing black with Netflix / Amazon Prime

Ronny_G_Intel — Fri, 11 Dec 2020 02:55:04 GMT

I got the video file, thanks for uploading.

Let me check on this with the product team and I will get back to you.

Thanks,

Ronny G

Re: Re:Screen flashing black with Netflix / Amazon Prime

Ronny_G_Intel — Fri, 11 Dec 2020 03:52:49 GMT

In the meantime, can you try the latest generic driver that we have available for Intel UHD Graphics 620? Here is the location for the drivers: https://downloadcenter.intel.com/product/96551/Intel-HD-Graphics-620

Can you also check the following article and make sure that you have your system properly configure to play at 4k resolution, I understand that your system exhibits this behavior at lower resolutions as well but I would recommend applying our recommendations available here: https://www.intel.com/content/www/us/en/support/articles/000029357.html

Please provide me with the Brand and Model of the displays that you tested, this could be a compatibility issue and I cant promise a fix but I would like to bring up all available details for investigation.

Thanks,

Ronny G

Re: Re:Screen flashing black with Netflix / Amazon Prime

n_scott_pearson — Sat, 12 Dec 2020 05:11:31 GMT

Let me add that this "flashing" behavior is actually the monitor and the iGFX engine losing and then reestablishing their graphical connection. 99% of the time, this is fixed by simply replacing the video cable with a better quality one. Why the iGFX engine is so touchy about the cable used - especially when these cables have been used elsewhere without issue, is the really big question...

...S

Re: Re:Screen flashing black with Netflix / Amazon Prime

ECW1973 — Sat, 12 Dec 2020 11:12:44 GMT

Hi,

I appreciate the input and suggests.

Please Note:

- Problem only occurs when displaying DRM content (Netflix, Amazon, etc).

- I have tested three different HDMI cables (including a brand new one) and the issue still occurs.

- The problem doesn't occur when only the Basic Display Adapter is installed.

- Two other PCs using this same TV/cables work fine.

- I have tested the newest Intel driver and the problem still occurs.

Re: Re:Screen flashing black with Netflix / Amazon Prime

Ronny_G_Intel — Mon, 21 Dec 2020 16:58:16 GMT

Hi ECW1973,

We have been looking into this ticket and have also tried to replicate this issue with no success.

Unfortunately, I don't have any additional technical recommendation to try at this moment and I can only recommend that you reach out to our Technical Support Team via phone, Chat or Webticketing to explore other alternatives to resolve this issue.

Our contact us information is available here: https://www.intel.com/content/www/us/en/support/contact-support.html#@7 and please make reference to case number 04896146.

I hope that we can find a satisfactory resolution for this issue.

Regards,

Ronny G

Re: Screen flashing black with Netflix / Amazon Prime

Sebastian_M_Intel — Thu, 24 Dec 2020 16:16:07 GMT

Hello ECW1973,

Were you able to check the previous post and our recommendations? Please remember that our advice is to contact us directly to check further alternatives.

Regards,

Sebastian M

Intel Customer Support Technician

Re:Screen flashing black with Netflix / Amazon Prime

Sebastian_M_Intel — Tue, 29 Dec 2020 20:49:21 GMT

Hello ECW1973,

We have not heard back from you, so we will close this inquiry. Please remember that our advice is to contact us directly and reference this post once you contact Intel Customer Support https://www.intel.com/content/www/us/en/support/contact-support.html#@7

If you need further assistance or if you have additional questions, please create a new thread and we will gladly assist you.

Regards,

Sebastian M

Intel Customer Support Technician