Issue with Integrated graphics 12th Gen and VMR9

EskdaleJon · ‎06-18-2023

I have an application that works perfectly on all PC's except PC's using Gen 12 processors with internal Gaphics
The Application is using Direct Show and VMR9 renderer to display video. No errors are shown and the application runs and it thinks it is displaying the video but it just displays a black video.

Changing the Direct show renderer to the VMR7 it displays fine - I understand the VMR9 is using Directx 9 which has been dropped with direct hardware support in the Gen12 but is supposed to work using emulation (Whether this is the issue I don't know) - Are there any ideas on how to get the VMR9 Directshow Renderer working with the 12th Gen CPU's - Thanks

Jean_Intel · ‎06-19-2023

Hello EskdaleJon,

Thank you for posting on the Intel️® communities. We would be more than glad to help you with your issue.

To better assist you on this matter, we would like to request the following information:

Is this issue present since day?
You mentioned that you have an application. Does this mean that you are the app developer? If not, which application are you using?
Is it possible for you to record a video showing the error?
Also, we would like to ask for more system information. Please, create a system report using the Intel®️ System Support Utility (Intel®️ SSU):
- Download the Intel SSU
- Open the application and click "Scan" to see the system and device information. By default, Intel®️ SSU will take you to the "Summary View."
- Click on the menu where it says: "Summary" to change it to "Detailed View."
- To save your scan: click "Next"; then "Save."

Best regards,

Jean O.

Intel Customer Support Technician

EskdaleJon · ‎06-19-2023

Thank you for your response

The issue was first noted about 6 weeks ago but has now multiple users experiencing the problem as the 12th Gen processors become more in use.

A video showing a constantly black screen wouldn't be much use so I hope the following is more useful

Yes I am the app developer but the issue can be seen even using GraphStudioNext

If we play this then the output on a Gen 12 processor is a black screen

If we play it on any other PC then you willsee video

If you change the Renderer to VMR-7 then you see video even on a Gen 12 Processor although the Video quality of the VMR-7 is not acceptable for the application

https://u.pcloud.link/publink/show?code=XZE7oOVZGoTiwO4xIM5AKqq6IBQSwf1PndYy This is just a short bit of video which is just to demonstrate the issue should you need it

For completeness, this shows the properties of the DV Video Decoder

I've attached the scan as requested

The Laptop now has the latest Beta Graphics drivers but the results are identical with the latest released Graphics drivers. I updated to the Beta versions to see if the issue had been fixed.

If you need any further information please let me know

Thanks

Jean_Intel · ‎06-20-2023

Hello EskdaleJon,

Thanks for the information provided.

Based on your system report 31.0.101.1999, clean installation. Intel’s generic graphics drivers are intended for testing, and installing Intel's generic graphics driver will overwrite any customized driver from your Computer Manufacturer (OEM). Our latest driver available is 31.0.101.4369. There are two different types of drivers, generics provided by Intel and Equipment Manufacturer drivers, that are customized to work with each specific system. The best thing to do is to use the drivers provided by the system manufacturer (OEM). Doing a clean install of the software/drivers for any hardware can help to fix specific issues that can be associated so any additional software that might be causing malfunction

Best regards,

Jean O.

Intel Customer Support Technician

EskdaleJon · ‎06-20-2023

Hi Jean

Thank you for your reply - However

As I said in my previous email.
The Laptop now has the latest Beta Graphics drivers but the results are identical with the latest released Graphics drivers. I updated to the Beta versions to see if the issue had been fixed
This is not the cause of the issue as the results are identical with the non-Beta version. And the other users that are also experiencing the issue are not using the Beta drivers.
The only reason I just updated them to the Beta version was because of the issue, and to see if the Beta version would fix the issue - I didn't want you telling me the issue had been fixed in the new beta drivers.

Thanks

Jon

Jean_Intel · ‎06-21-2023

Hello EskdaleJon,

Thanks for the information provided.

We will do further research on this matter and post the response on this thread once available.

Best regards,

Jean O.

Intel Customer Support Technician

Jean_Intel · ‎06-22-2023

Hello EskdaleJon,

Thanks for your patience.

We would like to confirm the following information:

Is this a personal project?
Does the issue occur if you use a non-Intel graphics adapter?
Share with us the steps to reproduce the problem (step by step)
If you can, share with us Debug logs or anything you can have that shows the issue is related to the Graphics driver.
Provide us with a video showing the issue. We understand that for you this might not be helpful, but it would be ideal to have a guide showing your experience.

Best regards,

Jean O.

Intel Customer Support Technician

EskdaleJon · ‎06-22-2023

Hi Jean,

No this is not a personal project it is part of a Medical imaging application that we supply World Wide with at least 2K plus installations

The only time the problem is known to be present is when using the integrated graphics adapter on the 12th Gen processors - Unfortunately, we don't currently have any 13th Gen Laptops yet to know if it also exists in them. But using earlier Gen processors with or without external graphics all work perfectly. So to answer your question the problem does not exist with non-intel graphics or with earlier processors before the 12th Gen. If there are any other users on the forum that could test it on an intel 13th Gen that may be useful.

I don't know if it is significant but I understand that Intel moved the support for DirectX9 from Hardware to Software emulation in the 12th Gen. The Microsoft VMR9 renderer apparently uses DirectX 9 but this may not be significant

The earlier emails describe how to reproduce the problem using standard tools so there is no question of it being an issue with our software

There are no errors produced the software thinks it is working correctly except you only see a black image instead of the video

I've also previously given a link to a video to use for testing

The configuration works fine on everything I've tried other than the 12th Gen Intel integrated graphics. I've also tried numerous versions of the Graphics drivers even the Intel-released public Beta although I've now reverted to the latest Non Beta drivers.

Producing a video to demonstrate it seems a bit pointless as it just displays a black screen - No errors the position indicator moves to indicate it is playing. Using an older VMR7 render also works everywhere including the 12th Gen Intel but the quality of video from the VMR7 renderer is poor compared to the VMR9 hence the need to use the VMR9

I hope that is sufficient information as this issue is preventing many users from upgrading their PCs to new versions or forcing them to use non-Intel systems

Please don't hesitate to ask if you need any more information

Jon

Jean_Intel · ‎06-23-2023

Hello EskdaleJon,

Thanks for the information provided.

We understand that this is not a personal project, so we assumed that this is a work-related project. Is it possible to share the Company name in charge of the application development?

We also check the video you provided us. However, this video only shows your laptop's keyboard. Could you check if this video is the one you intended to share, and if so, let us know where the issue is present on the video.

We understand that you already shared the steps to reproduce the issue. However, we would like to ask for a more detailed description of the step-by-step to reproduce the problem.

To confirm that the issue is related to Intel Graphics adapters. Please try using your software using a non-intel adapter (Nvidia or AMD graphics). Let us know if the issue can be reproducible with other graphics adapters.

Best regards,

Jean O.

Intel Customer Support Technician

EskdaleJon · ‎06-27-2023

Hi Jean,

The company name is Orion Imaging Ltd which is now owned by myself.

The Video of the keyboard is the correct one as it was just a bit of video that contains no personal information. Being a medical company we can't share the normal videos as these are of patients. The issue is not dependent upon the video content it occurs with all videos.

https://u.pcloud.link/publink/show?code=XZYSKUVZsjv9wGFE1qY5lRCujEWNNJy4huay

This video shows Displaying the video from an earlier posting using Graphstudionext
First, it displays it using the older video renderer 7 and you can see it working

I then change it to use the newer VMR9 and you can see that the output is just a black screen

https://u.pcloud.link/publink/show?code=XZmuKUVZnclaIKqTFySLFrYqexVBkyDimTb7

This second video is using my Dell 7530 i9 still using the integrated graphics but as you can see the video works fine

As I have said previously the only time that this is a problem is when using the 12th Gen processor (13th Gen unknown as I don't have one yet)

Only customers using 12th Gen processors have reported the issue and these are still urgently awaiting a solution to this issue

For devices we have, only my 12th Gen Intel laptop has the issue, it has not been detected on anything other than 12th Gen

Jon

Jean_Intel · ‎06-27-2023

Hello EskdaleJon,

Thanks for the information provided.

We will resume our investigation regarding this matter. We will post back as soon as we have further details.

Best regards,

Jean O.

Intel Customer Support Technician

Jean_Intel · ‎06-30-2023

Hello EskdaleJon,

Thanks for waiting for a response.

After reviewing this matter, we confirmed that the best course of action for this matter is to submit your inquiry in our Intel®️ Developer Zone, as the document you refer to comes from this website. So, you receive further troubleshooting support and get access to documentation.

Once you reach our Intel®️ Developer Zone - Contact Page, click the Development Software Support option.

Best regards,

Jean O.

Intel Customer Support Technician

EskdaleJon · ‎06-30-2023

Hi Jean,

Thank you for the post. However:-

Why would I want to go that the Intel Developer Zone when the issue is a Graphics Issue - surely this is the correct place for a Graphics issue isn't it?

When you say the Document I refer to comes from this website - I don't understand what you are saying as I haven't referred to any document - Are you sure this response was meant for me?

Have you actually tried the situation that I have posted previously?

If they need help reproducing the issue please let me know

Regards

Jon

Andres_Intel · ‎07-03-2023

Hello EskdaleJon,

Thank you for your response.

The reason why the best action is to submit your inquiry in our Intel® Developer Zone, is that they can provide you with the necessary guidance to find the root of the issue, we understand that you are having an issue with this specific graphics card, but through this zone, they are going to help you the proper manner with all the troubleshooting steps you need.

Let me know if you have further questions.

Regards,

Andres P.

Intel Customer Support Technician

Andres_Intel · ‎07-07-2023

Hello EskdaleJon,

Were you able to check the previous post?

Let us know if you still need assistance.

Best regards,

Andres P.

Intel Customer Support Technician

Jean_Intel · ‎07-11-2023

Hello EskdaleJon,

We hope you are doing fine.

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.

Jean O.

Intel Customer Support Technician.

EskdaleJon · ‎07-11-2023

Please do not close the thread as this is very much a big problem.

The reason I hadn't replied is I needed to walk away as I was so annoyed with the previous response.

I have been writing assembly language code and other language code for intel processors for the last 40 years +

And have been the Technical Director of 2 significant size companies and then you tell me that I need to join a forum to learn how to diagnose an issue. And many years ago even assisted Microsoft in the development of the USB mass storage device driver (Try a Google of my name and USB Mass storage device driver)

I'm 99% sure that the problem is an Intel problem and have demonstrated this without using any custom software only standard development tools. I went to great trouble to demonstrate the issue without using any of my software so that you could not say it was an error in my software.

Has any of your engineers actually tried the issue I've reported. If you think I've missed some information that you need I would be more than happy to assist / supply it.

There are still new customers reporting the issue and all I can currently do is suggest that they purchase a non-Intel Laptop.

Regards

Jon

Steve90815 · ‎09-29-2023

Jon-

I've seen the same issue, and I have two suggestions that might help.

1 -- In my application, the EVR (Enhanced Video Renderer) works better than the VMR9.

2 -- If you must use the VMR9, try running your stream through a filter so the height is negative. In my test case, the VMR9 showed black when my stream height was positive, but when it was negative, it showed my video.

AFAIK, a negative height means the frame is drawn bottom up, instead of top down, and some filters do that.

Good luck,

Steve