Horizontal tearing on video in full screen

[JGraf1]

I have had this problem since I got the laptop last December. Video in full screen is erratic. In scenes where there is little motion there is no problem (or the problem exists but is not visible). The problem manifests as a horizontal "tear" about two inches down from the top. In order to capture the problem I had to record a video with a digital camera. I've attached a screen snap of a video frame. My guess is that I am seeing the top two inches of one frame and the rest of another frame. The three players (all current version) display the same problem. I've tried vlc media player, DivX player and Windows Media Player. All of my driver software is up to date. I built a Linux LiveCD on an external drive and boot to that. Try as I might, I could not get the problem to show up in Linux. I've also run a full slate of diagnostics. That plus the Linux success has convinced me it is not a hardware problem. My suspicion is that the rendering is showing a piece of one frame (the top) and a piece of another and this only shows up in high-action scenes because those are the only ones with enough differences between frames to be noticeable.

It doesn't matter if I am playing a low quality (320x240), medium (620x480) or high quality (1280x720) video.

I've spoken too Dell tech support and they are unable to help me. I would appreciate any suggestions. I find it unacceptable that my old Inspiron works fine but the new one is unable to perform properly.

Dell Inspiron 5748

Windows 7 Home Premium

all drivers and windows updates are current.

Computer Manufacturer

Dell Inc.

Computer Model

0KD5T3

Operating System (O/S)

Microsoft Windows 7 Home Premium Edition Service Pack 1 (build 7601), 64-bit

Operating System Build (O/S)

7601

Operating System (version)

1. 6.1.7601

O/S Language

0409

System RAM

1. 8.1 GB

Graphics Product [1]

http://www.intel.com/support/graphics/intelhdgraph Intel®HDGraphics4400

Graphics Driver Version

1. 10.18.10.3945

3D Acceleration

Yes

Hardware Transform & Lighting Support

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[Allan_J_Intel1]

Thanks for reporting this problem. Based on the report you have copied on this thread, the graphics driver version you are currently running is 3945.

The latest driver available at Intel site is version 4222, please try installing the driver linked below:

File name: https://downloadcenter.intel.com/downloads/eula/24964/Intel-Iris-Iris-Pro-and-HD-Graphics-Driver-for-Windows-7-8-8-1-64-bit?httpDown=http://downloadmirror.intel.com/24964/a08/win64_1563621.exe win64_1563621.exe

Allan.

[JGraf1]

I tried that one (and the other one on the same page that comes up for my hardware). Both versions say "not valid for your hardware". I have talked to Dell and we have definitely narrowed it down to a driver problem. Here's the kicker. My warranty covers only the hardware so because it is a "software" problem they want me to pay to get it fixed even though it is a bug with their software. The funny thing is that if they have a fix then it means they have a version of the driver without the bug and if they don't have a fix then they expect me to pay to fix a problem with their driver.

[Allan_J_Intel1]

There is another way to install the latest graphics driver. You could try to force the installation. Please follow step by step instructions here: http://www.intel.com/support/graphics/sb/CS-033916.htm Desktop graphics drivers — How to Manually Install a Driver in Microsoft Windows 8* or Windows 8.1*

File name: https://downloadcenter.intel.com/downloads/eula/24964/Intel-Iris-Iris-Pro-and-HD-Graphics-Driver-for-Windows-7-8-8-1-64-bit?httpDown=http://downloadmirror.intel.com/24964/a08/win64_153621.zip win64_153621.zip

Allan.

[JGraf1]

When I do that I just get

The best driver software for your device is already installed.

Windows has determined the driver software for your device is up to date.