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Intel UHD Graphics 770 Issues (HDCP compliance, Media SDK broke)

RamashankarAgrahari
2,366 Views

Hi,

I am facing following issues on my pc with upgraded hardware and I think it is related to graphics card driver.

1. HDCP compliant issue, content is not rendering.

2. Intel Screen capture plugin stopped working. Plugin load failed with error (-3). 

I know this plugin is obsolete but as I am using older version of media sdk so that package still works on other intel hardware. 

3. Intel Media SDK sample_decode stopped working when used for RGB32 output format. CreateAllocator() is failing in this case.

4. Microsoft EVR renderer is not working. (not sure if it is also related to graphics driver)

 

I have 2 pcs, an old one and a new one.

Old PC configs:

    CPU: Intel® Core™ i3-8100 CPU @ 3.60 GHz

    Graphics: Intel® UHD Graphics 630 (driver 26.20.100.7158)

New PC configs:

    CPU: 12th Gen Intel® Core™ i5-12500T

    Graphics: Intel® UHD Graphics 770 (driver 30.0.101.1371)

OS on both pc are same, which is Windows 10 Enterprise LTSC Version 1809 (Build 17763.4131)

 

All four issues are coming only on new pc, while everything is working fine on old pc. So it created doubt on graphics driver.

I used intel utility to update the driver, but it didn't show any update. Still I installed another updated version (win_101.4146) manually but that also didn't solve these issue. I also tried clean installation of graphics driver, that too didn't help.

 

So can you suggest what could be the cause of these issues? As OS are exactly same on both pc, so I don't have doubt on OS installation.

 

Thanks, 

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11 Replies
Alberto_R_Intel
Employee
2,335 Views

RamashankarAgrahari, Thank you for posting in the Intel® Communities Support.


We are sorry to hear about this issue and we will be more than glad to assist you with this matter. 


In order for us to provide the most accurate assistance on this topic, we just wanted to confirm a few details about your system:

When did you purchase the Intel® processor?

What is the model of the motherboard?

Did you build it?

Were HDCP compliance and Media SDK working fine before on this specific machine under the same configuration that you are currently using?

If yes, when did the issue start?

Did you make any recent hardware/software changes that might cause this problem?

Does the problem happen at home or in the work environment?

Please attach the SSU report so we can verify further details about the components in your platform, check all the options in the report including the one that says "3rd party software logs":

https://downloadcenter.intel.com/download/25293/Intel-System-Support-Utility-for-Windows-?product=91600


Any questions, please let me know.


Regards,

Albert R.


Intel Customer Support Technician



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Alberto_R_Intel
Employee
2,282 Views

Hello RamashankarAgrahari, I just wanted to check if you saw the information posted previously and if you need further assistance on this matter?


Regards,

Albert R.


Intel Customer Support Technician


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RamashankarAgrahari
2,260 Views

Hi Albert,

Sorry, I was not available in last few days so could not reply you earlier. Please find answers to your queries as following:

> When did you purchase the Intel® processor?

Around January 2023

> What is the model of the motherboard?

Its ASUS board.

> Did you build it?

No. But I manually installed intel chipset driver (Intel_Chipset_Driver_V10.1.18838.8284_Win10_64.zip) from ASUS website for this motherboard, to fix some unknown devices listed in Device Manager.

> Were HDCP compliance and Media SDK working fine before on this specific machine under the same configuration that you are currently using? If yes, when did the issue start?

No. On this new hardware it never worked from day1.

> Did you make any recent hardware/software changes that might cause this problem?

No. It is basically a complete new pc (device) with the latest hardware configuration.

> Does the problem happen at home or in the work environment?

Office. Basically it is our product (a compact box) which has this intel CPU. Our old generation box (having intel i3 8gen) is now being upgraded to new generation (having intel i5 12gen). So some of our product features, which were working fine on old gen hw, now started failing on this new gen hw. The major HW diff in both gen box is Intel CPU/GPU.

> Please attach the SSU report so we can verify further details about the components in your platform, check all the options in the report including the one that says "3rd party software logs":

SSU report is attached below.

 

Let me know if you need any further information.

~

Ramashankar

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Alberto_R_Intel
Employee
2,237 Views

Hi RamashankarAgrahari, No problem at all, thank you very much for providing that information a the SSU report.


Based on the details shown in the SSU document, the graphics driver version currently installed in your computer is 31.0.101.4255, which is provided by Intel®:

https://www.intel.com/content/www/us/en/download/726609/intel-arc-iris-xe-graphics-whql-windows.html?wapkw=arc


For this scenario, it is important to mention that, we always recommend to install the graphics driver provided by the manufacturer of the computer, since that driver was customized by them to work with your specific platform.


I looked on ASUS website and the latest graphics driver version they have available is 31.0.101.3678. Please try a clean installation of that driver following the instructions in the links below:

https://www.asus.com/motherboards-components/motherboards/csm/pro-h610t-d4-csm/helpdesk_download/?model2Name=Pro-H610T-D4-CSM

https://www.intel.com/content/www/us/en/support/articles/000057389/graphics.html


If the issue persists, even though the Intel® graphics drivers are generic, for testing purposes, please try a clean installation this time of our graphics Beta driver version 31.0.101.4311:

https://www.intel.com/content/www/us/en/download/729157/intel-arc-iris-xe-graphics-beta-windows.html?wapkw=uhd%20graphics%20770


I can see also on the SSU report, that the Windows* version being used is Microsoft Windows 10 Enterprise LTSC, that could be the source of the problem as well since the LTSC version normally only does security updates and that could be why you are noticing all those issues.

 

We also recommend to get in contact directly with ASUS support to make sure the latest BIOS version is currently installed in your machine or to gather the instructions on how to update it:

https://www.asus.com/support/


Once you get the chance, please let us know the results.


Regards,

Albert R.


Intel Customer Support Technician


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RamashankarAgrahari
2,190 Views

Hi Albert,

graphics driver version currently installed in your computer is 31.0.101.4255, which is provided by Intel®:

Before this, I started with the default driver on system which came through windows update, and it was version 30.0.101.1371. But as I faced those issues so I manually upgraded it to 4255 from intel site.

Now as you suggested, I did clean installation of both the drivers one by one ( 31.0.101.3678 from ASUS site & 31.0.101.4311 from Intel site) but none have solved any of those issues.

 

I can see also on the SSU report, that the Windows* version being used is Microsoft Windows 10 Enterprise LTSC

I think OS is not the issue here as the same OS version is installed on our old box (having intel i3 8gen) and it is working perfectly fine for all the cases.

 

We also recommend to get in contact directly with ASUS support to make sure the latest BIOS version is currently installed 

Ok. I will try it also in parallel.

Meanwhile, if you could think any other solution or root cause identification then do update me.

Thanks.

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Alberto_R_Intel
Employee
2,179 Views

Hi RamashankarAgrahari, Thank you very much for sharing those updates.


We are sorry to hear the issue remains after trying the troubleshooting steps suggested previously.


At this moment, the best thing to do will be to wait for the results of updating the BIOS since the problem might get fixed after installing the latest BIOS version. Also, they might have reports about this situation as well and maybe a possible solution.


Once you get the chance, please let us know the outcome so, if necessary, we can further assist you.


Regards,

Albert R.


Intel Customer Support Technician


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RamashankarAgrahari
2,146 Views

Hi Albert,

I did a BIOS update too on this system.

BIOS is upgraded from 1009 (01/14/2022) to 2212 (12/13/2022) now, the latest one on ASUS site.

https://www.asus.com/motherboards-components/motherboards/csm/pro-h610t-d4-csm/helpdesk_bios/?model2Name=Pro-H610T-D4-CSM

I upgraded Intel ME too, as per the recommendation before BIOS update. But unfortunately these updates also didn't solve any of the issue.

I am attaching the updated ssu report for your reference. Let me know how to proceed now.

Apart from HDCP, what do you think could be the cause of Intel Media SDK related issues (issue #2, #3, #4 in my first post) on this system?

~

Thanks.

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Alberto_R_Intel
Employee
2,111 Views

Hi RamashankarAgrahari, Thank you very much for letting us know those results.


We are sorry to hear the issue remains after the BIOS update. In order to answer your questions and to try to find a possible solution for this scenario, we will do further research on this matter. As soon as I get any updates, I will post all the details on this thread.


Regards,

Albert R.


Intel Customer Support Technician


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Alberto_R_Intel
Employee
2,062 Views

Hello RamashankarAgrahari, I just received an update on this matter.


After reviewing the case, we can confirm that all the issues are related to Intel® Media SDK.  


It is important to mention that at this point Intel® Media SDK is no longer an active project. So, from our side, what we recommend as the next thing to do, will be to verify the information and suggestions shown in the following link in order to try to fix the issues you previously described:

https://www.intel.com/content/www/us/en/docs/onevpl/upgrade-from-msdk/2023-1/overview.html


Regards,

Albert R.


Intel Customer Support Technician



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RamashankarAgrahari
1,991 Views

Hi Albert,

Thanks for the information. I checked the link you shared.

 

Though, I agree that we should upgrade from Media SDK to latest oneVPL, but I still doubt that this upgradation will solve all these issues. Upgradation may fix up and boost the performance related issue, but my issues are different.

>> 2. Intel Screen capture plugin stopped working. Plugin load failed with error (-3). 

Above may be related to upgradation, if plugins are no more supported on new intel CPU/GPU. But other 3 issues seem to be environment setup or graphics or chipset driver issues.

 

Upgrading from Media SDK to oneVPL is going to be a very big task in our product, so we may not go in this direction very soon . But yes, we will consider it as part of future enhancement. 

Meanwhile, if your R&D team still investigate Media SDK related issues, then I would request you to ask them to reproduce these issue once on this hardware. May be we get faster result or root cause in this case.

  • CPU: 12th Gen Intel® Core™ i5-12500T
  • Graphics: Intel® UHD Graphics 770 (driver 30.0.101.1371)
  • OS: Windows 10 Enterprise LTSC Version 1809 (Build 17763.4131)

Thanks.

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RamashankarAgrahari
1,697 Views

Hi Albert,

HDCP issue has been resolved . It was due to the fw of video capture card which has been fixed now.

But EVR issue is still there and becoming critical for us.

As this ticket seems to be closed now, so I have opend a new ticket for EVR issue here:
https://community.intel.com/t5/Graphics/Microsoft-s-Enhanced-Video-Renderer-not-working-with-Intel-UHD/m-p/1487043

 

Kindly check and support.

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