Graphic Drivers issues

[vuongtruc]

My laptop is using the Intel Iris Xe graphics driver. However, when I watch music videos on YouTube, I encounter a problem like the one shown in this picture. This problem only occurs when I watch music videos.

When I watch other types of videos or use other apps, this problem does not occur.

I tried:

• Using another browser -> still have the error
• Reinstalling Chrome -> still have the error
• Reinstalling the driver -> still have the error
• Deleting the driver -> it works, but I don't think it's good to use a laptop without a graphics driver

[ACarmona_Intel]

Hello Vuongtruc,

Thank you for posting in our communities.

Please generate an SSU report to help me further analyze important details on your system, such as the OS build number, graphics driver version, complete model of your system, etc. To generate the SSU report, please refer to the article: How to get the Intel® System Support Utility Logs on Windows*. Please send us the generated SSU.txt file.

Furthermore, may we know when the issue started? And was the system working fine before? 

We look forward to your response!

Best regards,

Carmona A.

Intel Customer Support Technician

[vuongtruc]

Thank you for replying.

I found a way to resolve this issue by turning off the hardware acceleration in Chrome. However, I was still using it without any issues before. I haven't changed anything in my system, and I installed the driver from the Intel website.

[ACarmona_Intel]

Hello Vuongtruc,

Thank you so much for providing the information that we have requested.

Please follow the troubleshooting steps outlined below for a possible solution to the issue:

1.Update your graphics driver. Outdated or incompatible graphics drivers can cause problems with video playback.

• Graphics driver from Acer; if the issue persists, download the Intel generic driver:
  • Acer graphics card drivers
• Intel generic driver, please use the manual method for installing the graphics driver:
  • How to Install an Intel® Graphics Driver in Windows® 10 & Windows 11*
    • Intel® Graphics Driver 32.0.101.5762

2. Clear browser cache: Accumulated cache files can sometimes interfere with video playback. Clearing the cache in your browser settings may resolve the issue. Go to the browser's settings or preferences, find the option to clear the cache, and restart the browser.

3. Disable browser extensions: Certain extensions or add-ons can conflict with video playback. Try turning off any extensions that might be affecting the video player. Usually, this option is in the browser's settings or extensions menu.

4.Try a different browser: If the issue persists, try using a different browser to see if the problem is specific to one browser. Popular alternatives include Google Chrome, Mozilla Firefox, Microsoft Edge, or Safari.

5.Check for system updates: Ensure your operating system is current. Sometimes, OS updates can include important fixes for video playback issues.

6.Check your graphics card settings: If you have a dedicated graphics card, make sure that the settings for the graphics card are not causing conflicts. Check the graphics card control panel or settings and ensure the video playback settings are configured correctly.

If you have any questions, please let me know.

By the way, for your reference, please check out this article: Screen Flicker and Black Screen Issues Encountered in Browsers When Watching Streaming Video

Best regards,

Carmona A.

Intel Customer Support Technician

[ACarmona_Intel]

Hello Vuongtruc,

We would like to know if you have any questions regarding the recommendation that we have provided.

If so, kindly inform me, as we would be glad to assist you. 

Best regards,

Carmona A.

Intel Customer Support Technician

[ACarmona_Intel]

Hello Vuongtruc,

This will be my last follow-up with you; therefore, if you have any questions regarding the recommendation that we have provided, please let me know, as we would be glad to assist you. 

Best regards,

Carmona A.

Intel Customer Support Technician

[ACarmona_Intel]

Hello Vuongtruc,

We have not heard back from you, so we will close this enquiry now. If you need further assistance, please submit a new question, as this thread will no longer be monitored.

Bye for now, and thank you for your understanding.

Best regards,

Carmona A.

Intel Customer Support Technician