Core Ultra 255H doesn't display 4K@60Hz video stream fluently

[g255]

Hi all,

I recently purchased a Lenovo ThinkBook 14 G8 IAL with a 255H processor, which should be pretty capable. However I have serious problems just watching 4K video via Amazon Prime in Chrome. 

I have an external 4K@60Hz screen (LG 27UL850-W) connected via USB-C and disabled the internal screen. In balanced mode the video has hickups every few seconds (more than one in 10s), in high performance mode it's way better, but still it has some hickups now and then (and a crazy loud fan). 

I'm using Windows 11 and the latest Intel Graphics Software with driver version 32.0.101.6874. 

In case it's relevant: the notebook complains that the display only delivers 60W. But when adding the original 65W power supply the warning disappears, but the problem persists.

Internet bandwidth is no problem at all. Also other computers (even >10 year old ones) have no issues at all with the 4K playback.

[DhannielM_Intel]

Hello g255, 

Thank you for posting in the community. I have a few questions and clarifications regarding this issue. Please provide answers to the following:

1. Are you playing the 4K video online or offline?
2. Have you tried reverting to your OEM driver for testing?
3. Did the issue start after updating the driver to version 32.0.101.6874?
4. Have you tested with the latest graphics driver?
5. When updating, did you select the "Clean Installation" option?
6. Have you used Display Driver Uninstaller (DDU) to completely remove the driver before installing a new one?

Also, please note that this is an OEM device, so we will try to assist you with general troubleshooting steps. However, if the issue persists, you will have to contact the Original Equipment Manufacturer of your device. Your device manufacturer may have altered features, incorporated customizations, or made other changes to some components for better compatibility with your system.

Furthermore, to gain a comprehensive understanding of your system, please use the System Support Utility (SSU). This tool will generate a text file compiling all your system information. You can follow the instructions at this link and send the text file here: Help Guide for the Intel® System Support Utility

Best regards,

Dhanniel M.

Intel Customer Support Technician

[g255]

Hi Dhanniel,

thanks for your reply. I wasn't able to update the topic after it was first marked as spam and then disappeared completely.

Regarding your questions:

1. Online, but bandwidth shouldn't be a problem, since other computers didn't encounter any similar problems at all
2. Problems started with "intel graphics control center" (IGCC), which was installed by the OEM. I read online, that this app would be obsolete and "intel graphics software" (IGS) would be the successor, that's why I switched. But it didn't help.
3. It also occured before updating the driver via IGS
4. IGS says I would already be using the latest driver
5. Yes, I selected the "clean install" option when installing IGS and also most of the times when updating it. It repeatedly said there would be a newer version and updated again, even though it always was the same version. In the meantime it says it would be the latest version
6. No.

Since some days the problem is gone, I don't know why, there was nothing that has changed except a Chrome update. Maybe that caused it. It runs fluently no matter which power profile is picked. 

Best regards

[RandyT_Intel]

Hi @g255,

I'm reaching out on behalf of my colleague. I want to ensure we address your concern. Could you clarify if the issue is resolved? Based on your description, it seems like it was a fluke after the Chrome update. Please let me know if you still need further assistance so I can determine the next best action. Looking forward to your response.

Regards,

Randy T.

Intel customer Support Technician