Bug report: Intel HD 630 and 15.47 drivers cause Netflix / Edge / IE 11 hangs

[AIvan20]

Category

Questions

Answers (N/A if not applicable)

Description

Provide a detailed description of the issue

15.47 drivers regression: Windows 10 Netflix app hangs / Edge and IE 11 hang on accessing Netflix.com

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%):

Hardware (HW)

Brand and Model of the system.

Dell XPS 15" 9560, i7 7th gen

Hybrid or switchable graphics system?

ie Does it have AMD or NV graphics too?

Switchable HD 630 + nVidia 1050

Make and model of any Displays that are used to see the issue (see note2 below). 

LFP = Local Flat Panel (Laptop panel) EFP = External Flat Panel (Monitor you plug in)

LFP – Sharp

How much memory [RAM] in the system (see note2 below).

16GB

Provide any other hardware needed to replicate the issue.

ie: Cables&brand, cable type [vga, hdmi, DP, etc], dock, dongles/adapters, etc

N/A

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[idata]

Hello Breach,

I understand our 15.47 drivers cause Netflix to hang. Let me apologize for any inconvenience this issue may be causing to you. We recently released newer version of the graphics driver and I would like you to give it a try. Please download it from this link https://downloadcenter.intel.com/download/27266/Graphics-Intel-Graphics-Driver-for-Windows-15-60-?product=98909 https://downloadcenter.intel.com/download/27266/Graphics-Intel-Graphics-Driver-for-Windows-15-60-?product=98909 As soon as the file has been downloaded on the keyboard press WinLogo key + r, then type in devmgmt.msc, double click on Display Adapters -> Intel HD Graphics -> Driver tab -> Uninstall -> Select the check box Delete the driver software for this device -> OK, restart the computer, and then reinstall the graphics driver with the steps that are on this YouTube video https://www.youtube.com/watch?v=S1KzoQDjMMY https://www.youtube.com/watch?v=S1KzoQDjMMY Let me know if issue persists or not. Regards,Fred D.

[AIvan20]

Hi Fred,

Thanks. The 15.60 driver did help with respect to Netflix playback in the Windows Store App and Edge.

Do note however that the issue is still reproducible for me in IE 11 - netflix.com not responding and IE 11 crashes.

Not critical for me of course, but it may be something you'd want to look into.

Regards,

Alexander

[idata]

Hello Breach,

I recommend updating Silverlight on your browser. You can download latest Silverlight version from this link https://www.microsoft.com/getsilverlight/get-started/install/default https://www.microsoft.com/getsilverlight/get-started/install/default If possible try different supported browser https://help.netflix.com/en/node/23742 https://help.netflix.com/en/node/23742 Let me know if issue persists or not. Regards,Fred D.

[AIvan20]

Hi Fred,

As mentioned, I am not blocked here and can use another browser such as Edge with these drivers (15.60) seemingly fine.

What I am saying is that, the problem still exists in IE 11 with the 15.60 drivers. IE 11 with 15.46 works fine with Netflix - hence there's still a regression. I don't need further assistance here, I just want to make sure this info reaches development (and no, installing Silverlight made no difference - it's not even supported on Windows 10 by Netflix it seems).

Thanks

[idata]

Hello Breach,

I am glad to hear issue has been fixed. Thanks for the additional feedback you are providing to us. Regards,Fred D.

[CRgt]

Hello,

I have kind of the same issue, i just found your thread. After my laptops goes to sleep, video playing in stock windows apps stop working (edge, movies app, IE). Did youtube worked for you ? I don't have netflix so I can't test that.

And same as you any other browser/app worked (chrome, vlc).

So there's definitely something wrong.

(My thread : )

[JAgne]

I had this issue too. Was able to verify the Netflix app and edge browser would both eventually timeout and crash. The crash was followed by a DCOM server registration time out error in the App/System Event logs on the computer.

I scanned the registry for the GUID referenced in the DCOM error and was able to track the problem down to the Intel Content Protection HECI Service and a second related Intel Content Protection Service. One service was set to a Manual Start but was stopped, the other was on an automatic start.

Disabling and stopping both related Intel Content Services and then restarting the system resolved the issue (even on the current drivers). The first time launching netflix after the restart still caused Netflix to hang briefly, but it proceeded eventually and content began to stream again normally. Subsequent system restarts and Netflix app launches are all performing normally.

There is some issue specifically with how the Intel Content Protection Services interacts with Windows 10.

[CSutt2]

I also have this problem with Dell laptop specific driver 22.20.16.4815 which dated September, 26 2017.

To solve my problem, I just change Intel(R) Content Protection HECI Service from manual to disabled and reboot my laptop.

Netflix app and also Netflix on Edge working properly after that.