Creating a new post bc they locked my old one bc it took a while for me to get back to them Ill post original message with replies:
I've noticed when I turn on HDR in the Windows settings with my Intel UHD 630 graphics card doing the decoding video stops after a few seconds. Turning off HDR or turning off Hardware Acceleration fixes the problem. How do I get HDR not to freeze my videos and these sites to work with it turned on? Windows 10 latest version. Issue in Chrome and Edge, Firefox works fine.
Tried updating my drivers didn't fix anything and tried uninstalling chrome, clearing cache cookies, none of that fixed it.
I noticed it was happening in Twitch streams, Pre-Recorded non-live videos on Reddit, and DLive
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RESPONSE from support
Hello Graphixx,
Thank you for posting on the Intel® communities.
To better assist you, please provide the following information:
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- Live and pre-recorded videos both
- Changes made besides turning HDR on no, just turning HDR on causes the error and turning HDR off fixes it, I'd rather have HDR just on the entire time because I enjoy using for YouTube and Netflix videos.
- Version 84.0.4147.135 (Official Build) (64-bit)
Please give me more time to respond before locking my post thanks
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Hello Graphixx,
Thank you for posting on the Intel® communities.
In addition to the information that you already provided, we would appreciate if you could provide the following:
1. Run the Intel® System Support Utility (Intel® SSU) and attach the report generated:
2. Get the DxDiag report and attach it to the thread:
3. Please check the "Graphics bug report" document attached, it requests several information that is already included in the DxDiag.txt and SSU.txt reports. The most important parts of the document are the "Configurations" and "How to repro" categories, please fill out the document and attach it to the thread (use the Drag and drop here or browse files to attach).
Please let us know when can we proceed to follow-up on this matter with you.
Regards,
Sebastian M
Intel Customer Support Technician
Hello Graphixx,
Thank you for your reply.
Based on those reports, please try the following:
I can see that you have 2 graphics cards, meaning that your system is using hybrid graphics, this changes a little bit since the behavior might also rely on the Operating Sytem (OS) and the other NVIDIA graphics card that you are using. However, you can try the following:
1. You are using the BETA driver version 27.20.100.8581, please try using a stable version and see if the issue persists, please follow these instructions:
2. Are the pre-recorded videos stored locally on your system or do you see them through an application? For testing, please try a locally stored video and let us know about the outcome.
Regards,
Sebastian M
Intel Customer Support Technician
Hello Graphixx,
Were you able to check the previous post and check the information provided? Please let me know if you need more assistance.
Regards,
Sebastian M
Intel Customer Support Technician
Hello Graphixx,
We have not heard back from you, and could not get your confirmation using the latest stable version of our graphics driver.
Since you are using 2 different cards, chances are that this is related to the dual graphics configuration in your system, you can also check with your system manufacturer (OEM) for further support, check more information here.
Since we tried following up on this with you and got no response, we will close this inquiry. If you need further assistance or if you have additional questions, please create a new thread and we will gladly assist you.
Please keep in mind that this post will no longer be monitored by Intel.
Regards,
Sebastian M
Intel Customer Support Technician
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