Intel HD Graphics 520 is not able to play 4K movies?

[MSerd1]

I have a Surface Pro 4 (i5, 8GB RAM, SSD, Intel HD Graphics 520) and, although I have a 4K resolution on both Surface Display and 4K TV Panasnic (3840x2160 30Hz), when playing 4K movies (2160p) the video is stuttering. I have installed the latest drivers from Microsoft, still the same. Then installed the drivers from Intel (latest 3 versions including the latest beta), still the same. I cannot watch a 4K movie on my Surface or on my 4K TV Panasonic Viera. What is the solution please?

[idata]

Hello mihai.serdean,

Could you please confirm your processor model?

What drivers version did you install?

Are you using a HDMI cable? Provide your cable brand and model.

Have you contacted Microsoft in regard to this issue?

What is the operating system you have installed?

Regards,

Amy.

[idata]

/thread/109972 mihai.serdean, I wanted to check if you were able to fix this issue.

If there is something we can help you with, please let us know.

Regards,

Amy.

[MSerd1]

The issue is not resolved. Video is stuttering when playing mkv files with any media player. It's a Surface Pro 4.

Could you please confirm your processor model?

i5-6300U CPU @ 2.40GHz 2.50GHz, RAM 8GB, SSD 256GB, Intel HD Graphics 520

What drivers version did you install?

Intel HD Graphics 520 from Intel website:

win64_154014.4352

win64_154512.4552

win64_154510.4542

and from Microsoft website:

SurfacePro4_Win10_161521_0

https://www.microsoft.com/en-us/download/details.aspx?id=49498 Download Surface Pro 4 Drivers and Firmware from Official Microsoft Download Center

Are you using a HDMI cable? Provide your cable brand and model.

microDisplay to HDMI cable https://www.moshi.com/mini-displayport-to-hdmi-cable-66-ft-2-m Mini Displayport to HDMI Cable | Moshi

Have you contacted Microsoft in regard to this issue?

yes, but not resolved yet.

What is the operating system you have installed?

Windows 10

[idata]

/thread/109972 mihai.serdean, thank you for the detailed information.

Do you have any video I can test?

Let me know one of the video players you are using.

Regards,

Amy.

[MSerd1]

http://downloads.4ksamples.com/downloads/sample-Elysium.2013.2160p.mkv http://downloads.4ksamples.com/downloads/sample-Elysium.2013.2160p.mkv

Movies (Default Media player for Windows 10)

VLC (latest version for Windows)

PowerDVD 16

In the past, I also tried other players. Same for all

CPU is at 90-100%

[idata]

Thank you that file.

Please let me review your case, as soon as I have more information I will update the thread.

I want to check something you mentioned about Microsoft, are they working on this issue? What did they say when you reported this to them?

Regards,

Amy.

[idata]

I am working in your thread; however, before continuing I would like to double check the information that Microsoft has provided you. Is Microsoft on this issue? What did they say when you reported this to them?

Regards,

Amy.

[idata]

/thread/109972 mihai.serdean, I will continue investigating this matter, and keep you updated.

Regards,

Amy.

[AFier1]

Same on Linux, it has dropped frames every second.

[toni@toni-pc ~]$ inxi -G

Graphics: Card: Intel HD Graphics 520 Display Server: X.Org 1.19.3 driver: modesetting Resolution: 1920x1080@60.02hz GLX Renderer: Mesa DRI Intel HD Graphics 520 (Skylake GT2) GLX Version: 3.0 Mesa 17.0.1

[toni@toni-pc ~]$ vainfo

libva info: VA-API version 0.39.4 libva info: va_getDriverName() returns 0 libva info: Trying to open /usr/lib/dri/i965_drv_video.so libva info: Found init function __vaDriverInit_0_39 libva info: va_openDriver() returns 0 vainfo: VA-API version: 0.39 (libva 1.7.3) vainfo: Driver version: Intel i965 driver for Intel(R) Skylake - 1.7.3 vainfo: Supported profile and entrypoints VAProfileMPEG2Simple : VAEntrypointVLD VAProfileMPEG2Simple : VAEntrypointEncSlice VAProfileMPEG2Main : VAEntrypointVLD VAProfileMPEG2Main : VAEntrypointEncSlice VAProfileH264ConstrainedBaseline: VAEntrypointVLD VAProfileH264ConstrainedBaseline: VAEntrypointEncSlice VAProfileH264ConstrainedBaseline: VAEntrypointEncSliceLP VAProfileH264Main : VAEntrypointVLD VAProfileH264Main : VAEntrypointEncSlice VAProfileH264Main : VAEntrypointEncSliceLP VAProfileH264High : VAEntrypointVLD VAProfileH264High : VAEntrypointEncSlice VAProfileH264High : VAEntrypointEncSliceLP VAProfileH264MultiviewHigh : VAEntrypointVLD VAProfileH264MultiviewHigh : VAEntrypointEncSlice VAProfileH264StereoHigh : VAEntrypointVLD VAProfileH264StereoHigh : VAEntrypointEncSlice VAProfileVC1Simple : VAEntrypointVLD VAProfileVC1Main : VAEntrypointVLD VAProfileVC1Advanced : VAEntrypointVLD VAProfileNone : VAEntrypointVideoProc VAProfileJPEGBaseline : VAEntrypointVLD VAProfileJPEGBaseline : VAEntrypointEncPicture VAProfileVP8Version0_3 : VAEntrypointVLD VAProfileVP8Version0_3 : VAEntrypointEncSlice VAProfileHEVCMain : VAEntrypointVLD VAProfileHEVCMain : VAEntrypointEncSlice

[Bryce__Intel]

Hi mihai.serdean,

We were able to replicate the issue with this Elsyium clip, but testing any other clip on the 4K clip sites we're not seeing the issue. Do you have other clips that are failing for you? Please provide some links if you could. Thanks!

[MSerd1]

Hello,

Thanks for your response. I can replicate with any large mkv file. Please find large mkv files. You should experience the same issue.

Mihai

[RonaldM_Intel]

Hello Mihai,

We appreciate your patience while we work on this issue. Recently Intel released a new driver baseline (i.e. new driver code) and we would appreciate if you can give this one a shot.

https://downloadcenter.intel.com/download/26941 Download Intel® Graphics Driver for Windows* [15.46]

Please let us know if with the new 15.46 driver you still see stuttering on 4K videos.

Kindest Regards,

Ronald M.

[RonaldM_Intel]

Hello Mihai,

Just following up to see if you have any results while testing with our latest 15.46 drivers?

Regards,

Ronald M.

[idata]

Hi Mihai,

I would like to request a test where you provide a video recording (perhaps from your mobile) showing the same video running fine in a different platform. Is there any chance you can do this?

Regards,

Amy C.

[idata]

Mihai, hope you were able to see the previous post.

Regards,

Amy C.

[PChol]

Hi, Amy

I having exact problem with my ThinkPad T560, here are my post.

Best regards,

pipeCh