topic Re: Re:There is a problem with GPU hardware acceleration in the Chrome browser. in Graphics

There is a problem with GPU hardware acceleration in the Chrome browser.

wanisea — Mon, 21 Dec 2020 05:25:15 GMT

I know that hardware acceleration in Chrome is GPU acceleration.

However, in the N4020 CPU, the base clock of UHD 600 is 200Mhz, but the base clock does not appear in the web browser.
It comes out at 0Mhz. When surfing the web, it is quite stuttering.
I am not sure if this is due to the latest windows update.

I would like you to suggest a solution.

Re: There is a problem with GPU hardware acceleration in the Chrome browser.

Sebastian_M_Intel — Mon, 21 Dec 2020 23:26:41 GMT

Hello wanisea,

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. Run the Intel® Processor Diagnostic Tool and send the results either in a screenshot or .txt file. To save the report, once the test is done, click on "File >> View Results File" and attach the .txt file to your reply.

3. Please provide screenshots of the Performance and Processes tabs of the Task Manager. Include different screenshots with hardware acceleration enabled and disabled so we can see the differences.

4. Did this feature use to work before? If yes, did you make any changes before the issue started like the Windows update you mentioned?

Regards,

Sebastian M

Intel Customer Support Technician

Re: There is a problem with GPU hardware acceleration in the Chrome browser.

wanisea — Tue, 22 Dec 2020 02:40:01 GMT

Attach the file.

Re:There is a problem with GPU hardware acceleration in the Chrome browser.

Sebastian_M_Intel — Tue, 22 Dec 2020 23:08:51 GMT

Hello wanisea,

Thank you for your reply.

Can you also include the following?

1. Please provide screenshots of the Performance and Processes tabs of the Task Manager. Include different screenshots with hardware acceleration enabled and disabled so we can see the differences.

2. Did this feature use to work before? If yes, did you make any changes before the issue started like the Windows update you mentioned?

3. Is this behavior occurring if you use the driver provided by your system manufacturer (OEM)? Please follow these steps to install it:

1. Download the latest DCH driver and save it on the computer https://pcsupport.lenovo.com/us/en/products/laptops-and-netbooks/ideapad-duet-series-laptops/duet-3-10igl5/82at/downloads/driver-list/component?name=Display%20and%20Video%20Graphics

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 DCH driver that was downloaded in step 1.

8. Restart the computer.

9. Reconnect to the Internet.

Regards,

Sebastian M

Intel Customer Support Technician

Links to third-party sites and references to third-party trademarks are provided for convenience and illustrative purposes only. Unless explicitly stated, Intel® is not responsible for the contents of such links, and no third-party endorsement of Intel or any of its products is implied.

Re: Re:There is a problem with GPU hardware acceleration in the Chrome browser.

wanisea — Wed, 23 Dec 2020 11:57:36 GMT

It is the same even though I did the above method. Lenovo drivers are also slow to install.

It feels like using a standard VGA graphics adapter driver. It's too slow.

Re:There is a problem with GPU hardware acceleration in the Chrome browser.

Sebastian_M_Intel — Thu, 24 Dec 2020 00:01:44 GMT

Hello wanisea,

Thanks for the update.

With the info you have provided so far we believe that this can be a problem with your specific laptop, in fact; many users have reported issues with hardware acceleration in Lenovo PCs, as you can see here: https://community.intel.com/t5/Graphics/Lenovo-C940-Flickering-Distortion-with-HWA-enabled-in/m-p/1224189#M91128

You can see on the above thread, other problems with hardware acceleration have also appeared with latest Microsoft updates on Lenovo computers. Based on that, I will recommend you to reach out Lenovo which is the system manufacturer (OEM) and Microsoft for further help on this matter.

Regards,

Sebastian M

Intel Customer Support Technician

Re:There is a problem with GPU hardware acceleration in the Chrome browser.

Sebastian_M_Intel — Tue, 29 Dec 2020 00:03:48 GMT

Hello wanisea,

As previously advised, we believe that you should be reporting this problem with Lenovo directly as the problem appears to be specific with these laptops and the latest Windows updates.

We will close this inquiry from our side. If you have any additional questions, please submit a new thread and we will gladly assist you.

Regards,

Sebastian M

Intel Customer Support Technician