Intel UHD 770 Windows Media Player Problem

[EnginK]

Hello

When I try to open a video with mp4 extension on Windows media player, it gives the attached error.

If I disable the video card, the video plays. If I plug in an external graphics card, it still turns on.

K-Lite is also installed on the computer.

I have to use this because it runs Powerpoint presentation videos via media player.

Operating System: Windows 10 LTSC 2019 (1809)
Driver Version:31.0.101.3616 and 31.0.101.4255

Thanks

[Jose_Intel]

Hello @EnginK

Thank you for posting on the Intel️® communities.

We understand the issue with the Windows Media Player, we will be more than happy to assist you.

Was it working before?

We highly recommend keeping your operating system up to date. Please go to Start, and then go to Settings > Update & Security > Windows Update.

Then, please follow these steps:

1.    Access Download Center, search for the Intel® UHD Graphics 770 using the Search box located in the top-right corner.

2.    Select the driver from the list that is designated for the operating system (Windows 11/10).

3.    Download the .exe file.

4.    Download and run the Display Driver Uninstaller (DDU) to uninstall the graphics driver.

5.    Click the .exe file downloaded back in step 3 to initiate the driver installation.

6.    Agree to the Intel Software License Agreement.

7.    Click the checkbox to Execute a clean installation.

8.    Click Start to begin the install.

9.    Reboot the system if prompted.

Also, in order to have more information about your system, please download, install and run Intel® System Support Utility for Windows. Make sure you check “Everything” before you scan, then save the report and attach it to your response.

Best regards,

Jose B.

Intel Customer Support Technician

[Jose_Intel]

Hello EnginK

We hope you are doing fine. 

Were you able to perform the clean installation of the driver? 

Let us know if you still need assistance by attaching the required report. 

Best regards,  

Jose B.   

Intel Customer Support Technician 

[Jose_Intel]

Hello EnginK

We hope you are having a nice day. 

We have not heard back from you. So, we will close this thread. If you need any additional information, submit a new question, as this thread will no longer be monitored. 

Best regards. 

Jose B.  

Intel Customer Support Technician. 

[gintarasarm]

Hi Guys,

Windows 11 64-bit  is installed on an unsupported device

Dell Inc. Inspiron 15-7568

Intel® HD Graphics 520

Processor: Intel(R) Core(TM) i7-6500U CPU @ 2.50GHz

Conexant SmartAudio HD

USB Audio 2.0

Intel® Display Audio

When I launch Windows Media Player, the image appears without any problems. Everything is displayed, but there is no sound. How to can I make the sound appear or solve it this problem...? Maybe do need to install some special Codecs in Vindows 11 Media Player? If yes, then which ones?

Thank you all in advance for your answers!