Intel Arc 140v HEVC Hardware Decoding Not Working In Browser

[Nick39]

System Info:

• Laptop: Dell Pro 16 Plus (PB16250)
• CPU: Intel Core Ultra i7
• GPU: Intel Arc 140V
• Driver Version: 32.0.101.6989

Issue:
HEVC hardware decoding works in windows media player after purchasing HEVC extension from the Microsoft store. However, When I attempt to play an embedded HEVC video in chrome it doesn't recognize HEVC when looking at chrome://gpu/. In Microsoft edge HEVC does appear to be recognized in edge://gpu/ and when I go to a HEVC test site the canPlayType, IsTypeSupported, and MediaCapabilities all show that it should it work but the video just becomes a white screen with a shade of grey and black at the bottom of the video and doesn't play. I did have a chat with dell support and they told me it's nothing on the computer itself that should be blocking HEVC from playing in browsers.

Testing Scope:

I have tested on 2 different Dell Pro 16 Plus (PB16250) machines with the same specs and the same results happen on both. I have also tested with an i5 and a 130v and resulted in the same results. In edge://media-internals I did notice error here when attempting to play a video ("cannot select ffmpegvideodecoder for video decoding").

Has anyone else encountered this issue with Intel Arc graphics?

[JezreelZ_Intel]

Hi Nick39,

Thank you for providing detailed information about your setup and issue. HEVC hardware decoding works correctly in Windows Media Player and partially in Edge, but not fully in Chrome or during embedded playback. The error message “cannot select ffmpegvideodecoder for video decoding” points to a compatibility or software-level issue preventing Chrome from properly using hardware acceleration for HEVC. Since Dell support confirmed there’s no hardware blockage, the problem likely lies with browser-specific support or driver integration with the browser’s video pipeline.

To assist us in investigating the issue, please provide the following details:

1. Have you tried using the OEM driver for testing?
2. Can you confirm if the issue occurs with all browsers, or is it specific to certain ones like Chrome and Edge?
3. When did the issue start? Was it after a specific driver installation?
4. Have you used Display Driver Uninstaller (DDU) to completely remove all residual drivers and installed a new one?
5. Have you checked for any updates or patches for the browsers that might address compatibility with HEVC decoding?
6. Are there any specific error messages or logs generated when attempting to play HEVC videos in the browser? Can you provide us with a screenshot or video?
7. Is there a difference in behavior when using different video players or media formats outside of the browser?

Additionally, 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.

If you have any questions, please let us know. Thank you.

Best regards,

Jezreel Z.

Intel Customer Support Technician

[cuspis]

I experienced a similar issue with hardware video decoding on my integrated Intel Arc A140V graphics card.
When playing HEVC (H.265) video, CPU usage spikes (close to 100%), while the GPU video decoding graph in Task Manager remains at 0%. It appears the hardware decoder isn't being used.

System Info:

• Laptop: Dell Pro 14 Premium (PA14250)
• CPU: Intel 268v
• GPU: Intel Arc 140V
• Driver Version: 32.0.101.7029

[Nick39]

I'm testing on another Dell Pro 16 Plus PB16250 currently with similar specs. Only difference is this machine's GPU is intel(R) Graphics. I'm getting the same results

1: This machine is freshly unboxed and I haven't done any updates on it. Intel GPU driver version is 32.0.101.6881

2: I have tried Firefox, opera, chrome these all don't recognize HEVC when looking at the gpu info page on the web browsers. Only Microsoft Edge recognizes HEVC existing and I've attached the report file from edge://gpu. I have also made sure that the flags in edge://flags "Hardware-accelerated video decode" and "Hardware-accelerated video encode" are set to enabled. 

3: This issue happens first thing when I unbox one. The first thing I do is attempt to play HEVC video on Microsoft edge but HEVC isn't recognized and no video is working. When downloading the video it will say I need the correct codec and that when I download the HEVC extension from the Microsoft store. After this HEVC videos play locally in windows Media Player but Microsoft Edge it's a blank white screen and doesn't play. I've attached images showing it playing when downloaded and what it looks like when trying to play embedded HEVC videos in Microsoft Edge

4: I have tried to use a DDU to completely uninstall and re-install a new one but the same outcome happens

5: Microsoft Edge is up to date and on version 140.0.3485.81. The other browsers I tried as well were up to date.
 

6: Attached is the edge://gpu report, and a log file from what edge://media-internals shows me for why the video is currently suspended from playing. I also provided a screenshot of what the video looks like when trying to play on a HEVC player test Site in edge and a video of it playing when I download the same video. I have also put this video in my own html code to make sure it wasn't something wrong with the website and the same outcome occurs when I open the html in Microsoft Edge.

7: I have tried to play in Windows Media Player which works with no problem. I have also tried HEVC and it will play the sound and show the image but sometime the image skips around and isn't as smooth as windows media player

I have also attached the System Support Utility report you mentioned.

[JezreelZ_Intel]

Hi cuspis,

Thank you for sharing the similar issue you are experiencing. To ensure we address your concern effectively and avoid any confusion, we kindly ask you to create a separate thread for your specific issue.

Once you have created the thread, one of our support team members will be ready to assist you promptly.

If you have any questions or need further guidance on how to create a thread, please feel free to reach out.

Thank you for your cooperation and understanding.

Best regards,

Jezreel Z.

Intel Customer Support Technician

[JezreelZ_Intel]

Hi Nick39,

Thank you for your response and for providing us with the necessary details. I will be reviewing the documents you provided and will give you an update once the review is complete.

Your cooperation is greatly appreciated, and we are committed to ensuring a thorough and efficient resolution to your inquiry.

If you have any questions or need further assistance in the meantime, please feel free to reach out.

Thank you for your understanding.

Best regards,

Jezreel Z.

Intel Customer Support Technician

[JezreelZ_Intel]

Hi cuspis,

I hope this message finds you well. Since you mentioned that the unit was freshly unboxed, I would like to know if you have already tried installing the latest driver version 32.0.101.6881. This step is crucial for us to determine if the issue still persists and to help isolate the problem you are experiencing.

Your feedback will help us better understand the situation and determine the most effective solution. If you have any questions or need assistance with the driver installation, please feel free to reach out.

Thank you for your cooperation.

Best regards,

Jezreel Z.

Intel Customer Support Technician

[cuspis]

Hi!
No, the issue is not resolved!
I tried to report the problem here:
https://github.com/intel/media-driver/issues/1956

My current graphics driver is 32.0.101.6881
I also tried installing drivers 32.0.101.7026 and 32.0.101.8132
I purchased the codec from the Microsoft Store
Also tried the codec Microsoft.HEVCVideoExtension_2.4.17.0_neutral_~_8wekyb3d8bbwe
In all cases, video decoding is done only via CPU
No issues with H.264 or AV1 codecs — they work perfectly!

[JezreelZ_Intel]

Hi cuspis,

Thank you for providing the System Support Utility (SSU) report regarding the issue you are encountering. Upon further review, we highly suggest coordinating with your Original Equipment Manufacturer (OEM) for support. OEMs have specialized knowledge and resources tailored to their specific products, ensuring you receive the most accurate and efficient assistance.

Additionally, as part of troubleshooting, please check if the issue still persists when you disable hardware acceleration in your web browsers. This step can sometimes resolve display-related issues.

If you have any questions or need further guidance on how to reach your OEM, please feel free to reach out to us. We are here to assist you in any way we can.

Thank you for your understanding and cooperation.

Best regards,

Jezreel Z.

Intel Customer Support Technician