Difficulty playing UHD 4k (3840×2160) video.

[DUrza]

Thanks for your time and attention,

I'm having mixed results playing 4k (3840 × 2160) video. Though mp4 seems to be okay, HEVC x.265 mkv is giving mixed results (none good).

The video seems to play best using the native Windows video player. The audio seems fine, but the video stutters significantly.

Any advice or suggestions?

Thanks again,

Dugen

Operating System: Microsoft Windows 10 Home(10.0.16299 Build 16299)

Physical Memory (Installed): 8 GB

Processor: Intel(R) Core(TM) i7-6500U CPU @ 2.50GHz

System Type: x64-based PC

Total Installed Updates: 16 Updates - See Detailed View for more information

Display Adapter(s): Intel(R) HD Graphics 520 22.20.16.4771

System Manufacturer: Dell Inc.

System Model: 0GN5VG

Network Adapter(s): Intel(R) Dual Band Wireless-AC 3165 19.51.8.2

Disk(s): SanDisk Z400s 2.5 7MM 256GB 130.10 GB (available) 10.0.16299.15

Adapter Compatibility Intel Corporation

Adapter DAC Type Internal

Adapter RAM 1.00 GB

Availability Running or Full Power

Bits Per Pixel 32

Caption Intel(R) HD Graphics 520 http://www.intel.com/content/www/us/en/search.html?keyword=HD+Graphics+520

CoInstallers oem17.inf,iSKLD_w10_DS,Internal,Intel(R) HD Graphics Family

Color Table Entries 4294967296

Dedicated Video Memory Not Available

Driver igdkmd64.sys

Driver Date 08/12/2017 05:00 PM

Driver Path C:\WINDOWS\system32\DriverStore\FileRepository\igdlh64.inf_amd64_453d2af85bf95078\igdkmd64.sys

Driver Provider Intel Corporation

Driver Version 22.20.16.4771

INF oem17.inf

INF Section iSKLD_w10_DS

Install Date Not Available

Installed Drivers C:\WINDOWS\System32\DriverStore\FileRepository\igdlh64.inf_amd64_453d2af85bf95078\igdumdim64.dll,C:\WINDOWS\System32\DriverStore\FileRepository\igdlh64.inf_amd64_453d2af85bf95078\igd10iumd64.dll,C:\WINDOWS\System32\DriverStore\FileRepository\igdlh64.inf_amd64_453d2af85bf95078\igd10iumd64.dll,C:\WINDOWS\System32\DriverStore\FileRepository\igdlh64.inf_amd64_453d2af85bf95078\igd12umd64.dll

Last Error Code Not Available

Last Error Code Description Not Available

Last Reset Not Available

Location PCI bus 0, device 2, function 0

Manufacturer Intel Corporation

Microsoft DirectX* Version 11.X

Monochrome No

Number of Colors 4294967296

Number of Video Pages Not Available

PNP Device ID PCI\VEN_8086&DEV_1916&SUBSYS_06FF1028&REV_07\3&11583659&0&10

Power Management Capabilities Not Available

Power Management Supported Not Available

Refresh Rate - Current 60 Hz

Refresh Rate - Maximum 60 Hz

Refresh Rate - Minimum 48 Hz

Resolution 3840 X 2160

Scan Mode Noninterlaced

Service Name igfx

Status OK

Video Architecture VGA

Video Memory Unknown

Video Processor Intel(R) HD Graphics Family

Availability Running or Full Power

BIOS 1.17.0, DELL - 1072009

Caption Motherboard

Chipset Intel(R) 100 Series http://www.intel.com/content/www/us/en/search.html?keyword=100+Series

Date 06/19/2017 05:00 PM

Install Date Not Available

Last Error Code Not Available

Last Error Code Description Not Available

Manufacturer Dell Inc.

Model Not Available

Part Number Not Available

PNP Device ID Not Available

Power Management Capabilities Not Available

Power Management Supported Not Available

Product 0GN5VG

Serial Number /41GDB82/CN7620662N0211/

Status OK

Version A00

KB2468871 Microsoft .NET Framework 4 Client Profile [Not Available]

KB2468871 Microsoft .NET Framework 4 Extended [Not Available]

KB2468871v2 Microsoft .NET Framework 4 Client Profile [Not Available]

KB2468871v2 Microsoft .NET Framework 4 Extended [Not Available]

KB2478063 Microsoft .NET Framework 4 Extended [Not Available]

KB2478063 Microsoft .NET Framework 4 Client Profile [Not Available]

KB2533523 Microsoft .NET Framework 4 Extended [Not Available]

KB2533523 Microsoft .NET Framework 4 Client Profile [Not Available]

KB2544514 Microsoft .NET Framework 4 Extended [Not Available]

KB2544514 Microsoft .NET Framework 4 Client Profile [Not Available]

KB2600211 Microsoft .NET Framework 4 Client Profile [Not Available]

KB2600211 Microsoft .NET Framework 4 Extended [Not Available]

KB2600217 Microsoft .NET Framework 4 Client Profile [Not Available]

KB2600217 Microsoft .NET Framework 4 Extended [Not Available]

KB4048951 Security Update [11/26/2017]

KB4048955 Security Update [11/23/2017]

Architecture x64

ATPO Not Available

Availability Running or Full Power

Caption Intel64 Family 6 Model 78 Stepping 3

Chipset Name Intel(R) Core(TM) i7-6500U CPU @ 2.50GHz http://www.intel.com/content/www/us/en/search.html?keyword=Core+i7+6500U+CPU+

CPU Speed 1.10 GHz

Current Voltage 1.7 volts

Driver Not Available

Driver Date 04/21/2009 12:00 AM

Driver Path C:\WINDOWS\system32\drivers\intelppm.sys

Driver Provider Microsoft

Driver Version 10.0.16299.15

Ext. Family Not Available

Family Intel Core™ i7-2760QM

FPO Not Available

INF cpu.inf

INF Section IntelPPM_Inst.NT

Install Date Not Available

Last Error Code Not Available

Level 1 Cache 2 x 64 KB

Level 2 Cache 2 x 512 KB

Level 3 Cache 4 MB

Load 14%

Manufacturer GenuineIntel

Model 78

Name Intel(R) Core(TM) i7-6500U CPU @ 2.50GHz

Number of Cores 2

Number of Cores Enabled 2

Number of Logical Processors 4

Part Number To Be Filled By O.E.M.

Power Management Capabilities Not Available

Power Management Supported No

Processor ID BFEBFBFF000406E3

Revision 19971

Serial Number To Be Filled By O.E.M.

Service Name intelppm

Status OK

Stepping 3

Version Not Available

BaseBoard Manufacturer Dell Inc.

BIOS Mode UEF...

[idata]

Dugen: You are welcome. Thank you very much for letting us know those updates.

You can always use the following tool to send the video:https://uploadfiles.io/ https://uploadfiles.io/ The content on the above site is not controlled by Intel. This information is offered for your convenience and should not be viewed as an endorsement by Intel for the merchants or services offered there Any questions, please let me know. Regards,Alberto R

[DUrza]

Here is a random video clip that I downloaded from YouTube. It was saved as a 4k .mkv file.

https://ufile.io/rarbt https://ufile.io/rarbt

With Windows Media Player - Only Video, No audio, and the video is choppy (a consistent maybe 3 stops per second).

With VLC - Only audio, no video. Occasionally tries to render something, but it just comes out at large light gray squares.

This is consistent across numerous video clips. This being only just one of them.

Thanks so much,

Dugen

[idata]

Dugen: Thank you very much for providing the video. We will do further research on this matter, as soon as I get any updates I will post all the details on this thread.

Any questions, please let me know. Regards,Alberto R

[idata]

Dugen: I just received an update on this matter, actually this problem seems to be the same issue as reported here: https://communities.intel.com/thread/116723 https://communities.intel.com/thread/116723

We are already aware of this situation and it has already been escalated internally, please keep checking the thread above for updates in regard to a possible solution.Any questions, please let me know.Regards,Alberto R

[Ede_J1]

On my pc i have difficulties playing uhd videos too.

Dell precisiontower 3620, intel hd graphics 630 (C236 chipset with 7700k):

Movies & TV, media player, vlc player: cannot play video

Custom pc with asus prime B250M-K, intel hd graphics 630 (B250 chipset with 7700):

Movies & TV, media player, vlc player: video plays ok

Now I tried media player classic (https://mpc-hc.org/ https://mpc-hc.org/) and surprisingly the video plays ok,

with a cpu load of 3% and a gpu load of 55%.

Perhaps you could try this player too, and if it works, what is different to the Movies & TV application?