Acer AIO display issue

RRuo58 · ‎05-01-2025

I had Aspire C27-1655 as my computer for some years now and among other used it to view my Network video recorder with EseeCloud program.

Now I bought a new computer an Aspire C27-195ES and for quite a surprise I cant see the live preview of the Eseecloud on this new computer. Everything else works. I can use PTZ for moving cameras, I can hear sound from cameras, so this is probably not an network issue.

I didnt believe the hardware and display driver could be so bad it cant do this so I did some test to figure out what the problem could be.

Tried “repair” windows with sfc/scannow and dism but no luck. Tried to uninstall and install display drivers, DDU and so – no luck. I have pair of harddrives so I tried to install a fresh windows 11 - and windows 10 . . . no luck

The stream disappears somewhere between networkadapter and display. With wireshark I can see TCP and websocket trafic from NVR to computer.

The graphics is integrated in core ultra5 125u

Mike_Intel · ‎05-04-2025

Hello RRuo58,

Thank you for posting in Intel community Forum.

For me to further check this, please help provide the following details:

How did you connect the cameras to your laptop?
When you changed the laptop, your are already having this issue and when you connect the old laptop, everything is working fine?
Can you also share to us how did you connect the cameras with the old laptop?

If you have questions, please let us know. Thank you.

Best regards,

Michael L.

Intel Customer Support Technician

RRuo58 · ‎05-04-2025

1. Cameras are connected to Network Video Recorder that is on my home WLAN. My Acer AIO desktop is on that same wlan.

2. Connection to the NVR is still working with my old Acer AIO and I can also see the live preview on my 300€ android device thru that same wlan. The only device that is NOT showing live preview is my new 1000€ pc.

Mike_Intel · ‎05-06-2025

Hello RRuo58,

Thank you for the update.

Upon checking, you are using an older Graphics driver which is 32.0.101.6737.

The latest that we have right now is version 32.0.101.6790.

Kindly update the driver using DDU method, kindly refer to the link below for the link of the latest driver and steps to follow DDU.

https://www.intel.com/content/www/us/en/download/785597/intel-arc-iris-xe-graphics-windows.html

https://www.intel.com/content/www/us/en/support/articles/000091878/graphics.html

If you are still having the same issue, kindly generate a new set of SSU logs for me to have this issue checked.

If you have questions, please let us know. Thank you.

Best regards,

Michael L.

Intel Customer Support Technician

RRuo58 · ‎05-07-2025

Updated the driver using DDU in failsafe mode and installed the new driver. Did not change anything

Picture showing old computer via tightvnc and eseecloud running on new computer.

Mike_Intel · ‎05-07-2025

Hello RRuo58,

Thank you for the information provided.

I will do further research on this matter and post the response on this thread once it is available.

If you have questions, please let us know. Thank you.

Best regards,

Michael L.

Intel Customer Support Technician

Mike_Intel · ‎05-08-2025

Hello RRuo58,

I hope this message finds you well.

I just want to update you that we are now looking into this issue. However, we have some questions. Please help provide the following details:

We want to clarify who provided the screenshot, there are two windows visible. One window displays the output, while the other is just loading and shows a black screen. Does this mean that only certain windows are functioning correctly? Is that accurate?
Have you tried reaching out to EseeCloud technical support? They may have several troubleshooting steps available, and we are not yet certain if the issue is related to graphics or WiFi connection. Here's the article we found: https://eseecloud.app/frequently-asked-questions/
Please update the wireless and graphics drivers using the OEM website. Here is the link: https://www.acer.com/us-en/support/product-support/C27-195ES
Did you also tried to contacted HP regarding this issue?

If you have questions, please let us know. Thank you.

Best regards,

Michael L.

Intel Customer Support Technician

RRuo58 · ‎05-09-2025

Picture is taken from my new computer display showing the old computer running eseecloud seen via TightVNC viewer and eseecloud program running on my new computer at the same time.

I have been trying to troubleshoot this problem for a while now installing and uninstalling drivers and installing windows versions. Tried network connections with wifi, disabling wifi and connecting my computer to router with ethernet cable.

Asked questions on Acer forum and Microsoft but have all ready tried uninstalling and installing drivers and tried fsc/scannow and dism and installed fresh windows 11 installing OEM drivers from Acer website.

Tried googling internet but found nothing I have not yet tried. Have read eseecloud frequently asked questions.

If this issue could be solved by uninstalling and installing drivers I believe it would have already been solved. I think this is some new feature either in windows or intel driver software.

Must try to ask eseecloud about this, but will probably get “uninstall-install-drivers”. . .

4. Not tried to contact HP because do not understand why? This is an ACER computer.

Thank you for listening to my useless rant about this issue that cant be solved – should not have bought a new computer.

Mike_Intel · ‎05-11-2025

Hello RRuo58,

Thank you for the update.

We are trying to help you also or at least direct you to the correct support.

One thing that we are also trying to figure out is since the display is connected to the Wi-Fi, it should be the Wi-fi or the decoder of the program that is now transferring the display. That is why we also asked if you tried contacting the support of the program if they is a known issue.

If you have questions, please let us know. Thank you.

Best regards,

Michael L.

Intel Customer Support Technician

Ernesto_C_Intel1 · ‎05-13-2025

Hi @RRuo58,

I hope this message finds you well. I am writing to you on behalf of Mike_Intel to sincerely apologize for overlooking the computer brand and model you provided during our previous interaction. I understand the importance of accurate communication and regret any inconvenience this may have caused.

I am currently investigating the issue you cited with the Aspire C27-195ES. As this is an OEM device, I will do my best to assist you with general troubleshooting steps, even if it falls outside the traditional scope of our support. However, if the issue persists, I will recommend contacting the Original Equipment Manufacturer (OEM) of your device. The manufacturer may have altered features, incorporated customizations, or made other changes to some components for better compatibility with your system.

Since you are reporting a CCTV software, working to troubleshoot the issue may contain personal information which can't be shared publicly. I'll contact you via email to discuss the potential troubleshooting first via email before we post here in the community.

Would it be possible for you to send the following so I can further investigate the issue:

SSU scan of the Aspire C27-1655? I'll be using it as a point of comparison with the SSU log you've provided for the Aspire C27-195ES.
Software wise, I'll need to obtain the links directly from you so that we can have the exact software that you're using to further investigate the issue.:
1. Can you share the system requirements needed to run the application EseeCloud?
2. Can you share the download link where you can download EseeCloud?
3. What is the software version of the EseeCloud app that you are using?
I understand your apprehension in communicating with EseeCloud cloud support, it would be best to know if they have any reported issue similar to what you've encountered while utilizing the integrated graphics driver from Intel® Core™ Ultra processors (Series 1) or if this is an isolated issue? additionally, the can provide any work arounds for this issue.

Regards,

Ernesto C.

Intel Customer Support Engineer

RRuo58 · ‎05-13-2025

Have download newest version from this link

https://jdownload.oss-cn-qingdao.aliyuncs.com/%E8%BD%AF%E4%BB%B6/%E6%98%93%E8%A7%86%E4%BA%91CMS%20%203.0.8.4/EseeCloud_Setup_3.0.8.4.exe

On the old computer I use previous version 3.0.7.2 that I had also tried on my new computer and it behaves same.

Emailed eseecloud tecnical support, but they have not replied yet. In fact You are only who had payed any attention to my rant.

At Microsoft and Acer forums have only got "uninstall-install".

Thank You for your kind help, but more and more I start to believe this is just an new windows feature

Ernesto_C_Intel1 · ‎05-14-2025

Hi @RRuo58,

Thank you for quickly reverting to my message. I'll wait for your feedback if the eseecloud tecnical support provides any assistance or information on the issue. In parallel to your efforts, I'll be investigating the issue on my end as well and will provide you an update as soon as possible.

However, I need to set your expectation that Intel Customer Support does not have any CCTV camera on hand for simulation but I'll try to work around that limitation.

Regards,

Ernesto C.

Intel Customer Support Engineer

RRuo58 · ‎05-15-2025

Tried fresh installation of windows 11 on the old computer. Did not change anything. It still shows the eseecloud live view without problem. In the old computer there is also a Nvidia GeForce MX330 so tried to disable it but no changes.

The eseecloud requirements for promgram is

Latest OS: Make sure you're running the latest version—either Windows 7 SP1 or Windows 8.1 Update. ...
Processor: 1 gigahertz (GHz) or faster processor or SoC.
RAM: 1 gigabyte (GB) for 32-bit or 2 GB for 64-bit.
Hard disk space: 16 GB for 32-bit OS or 20 GB for 64-bit OS.

Called Acer tecnical support and they said drivers should be downloaded from device manufacturer. They dont do any "modifications" because it would only lead to troubles.

Ernesto_C_Intel1 · ‎05-19-2025

Hi @RRuo58,

I'll shift my message via email since the questions I'll raise would be related to your CCTV setup.

This information should not be disclosed publicly.

Regards,

Ernesto C.

Intel Customer Support Engineer

RRuo58 · ‎05-19-2025

I am now using version 3.0.8.4 on both computers. By my understanding it is the newest version.

I do not know if Eseecloud uses DirectX. I think it uses OpenGL.

I have four cameras connected to network video recorder. It is connected with ethernet cable to router for internet connection needed for cloud services.

I use wlan or ethernet connection to the router to connect to NVR. Very basic installation.

Have not used browser after flash player was banned. Moved to eseecloud.

Ernesto_C_Intel1 · ‎05-20-2025

Hi @RRuo58,

Thank you for your prompt response. I appreciate the information you provided, and I will use it to further investigate the issue. I will keep you updated and get back to you as soon as possible.

Regards,

Ernesto C.

Intel Customer Support Engineer