Ultra 7 graphics crashes when browser hardware acceleration is on

[ddcookie]

Just bought a new PC with Ultra 7 265k CPU.  When I use it for streaming, video starts out ok, then after a few minutes pixelates and freezes up.  The Task Manager GPU graph spikes to 100% when this happens.  If I turn off the Chrome or Edge hardware acceleration, it seems to fix it, but this makes the video choppy and looks like it also lowers the resolution.  My old system was a 7th generation i5 with UHD 630 graphics and it never had any issues.  Is there a solution for this that still allows hardware acceleration?  Very disappointing that my 8-year old PC works better than the new one.  Thanks.

[VonM_Intel]

Hi, ddcookie.

Thank you for posting in our Community and for sharing the detailed behavior you've observed with your new Ultra 7 265 K-based system. Streaming video freezing or pixelating with GPU usage spiking to 100% when hardware acceleration is enabled in Chrome or Edge is something we're currently tracking. It appears to be related to how certain browsers interact with the integrated graphics engine on newer architectures. Disabling hardware acceleration, as you've found, is a viable workaround for now, but I recognize that it comes at the cost of performance and video quality, and that’s understandably not acceptable in the long term. To assist further, I kindly ask you to provide the following:

• Which exact versions of Chrome and Edge are installed?
• Does the issue occur across all streaming platforms (e.g., YouTube, Netflix, Twitch), or only specific ones?
• Are any browser extensions or add-ons installed that may interact with video playback?
• Does the issue occur in both Chrome and Edge consistently when hardware acceleration is on?
• When the GPU spikes to 100%, is there a corresponding CPU spike as well?

I'd like to delve deeper and verify specifics like the graphics models, precise driver versions, and any system errors. Utilizing the Intel SSU tool will enable me to collect detailed information about your system setup, which could aid in identifying the underlying cause of this issue. For your privacy and security, I have already sent you an email to collect the SSU reports. Once I receive the logs, I can investigate further and provide better assistance.

Have a nice day!

Best regards,

Von M.

Intel Customer Support Technician

[ddcookie]

Thanks for reaching out.  I'll try to answer your questions.

Chrome version:  136.0.7103.93 (64-bit)

Edge versions:  136.0.3240.50 and 136.0.3240.64 (64-bit).  Both versions have the same issue.

I have observed this issue on Netflix, YouTube, and imbedded news videos, such as CNN or BBC.

I have browser extensions on Chrome.  No extensions on Edge.

This occurs consistently on Chrome and Edge with hardware acceleration on.  

I have not observed the CPU spike when this occurs.  As stated, the CPU spikes to 100% and video decode spikes to 100%.

Thank you.  

[VonM_Intel]

Hello, ddcookie.

Thank you for the detailed information and for taking the time to test across multiple browsers and platforms. Based on your observations, particularly the consistent behavior in both Chrome and Edge with hardware acceleration enabled, and the CPU and video decode utilization spiking to 100%, this does point to a potential hardware acceleration or driver-related issue. Just to confirm, did this issue begin occurring after a recent Windows update?

Additionally, I received your email regarding this matter; however, I have not yet received the SSU logs. Utilizing the Intel® System Support Utility (SSU) tool will allow me to gather detailed information about your system configuration, which is essential for diagnosing the root cause of the issue. For your privacy and security, I’ve already sent a separate email with instructions for submitting the SSU report. Once I receive the logs, I’ll be able to proceed with a more in-depth investigation and provide targeted support.

Best regards,

Von M.

Intel Customer Support Technician

[VonM_Intel]

Hello, ddcookie.

Thank you for sharing the scan and providing a detailed response via email. Your patience and persistence are genuinely appreciated. Your feedback about the Intel® Ultra 7 265K CPU is valuable, and I regret that this graphics-related issue has impacted your overall experience. To resolve these issues, consider the following steps:

1. Update your graphics driver: Outdated or incompatible graphics drivers can cause problems with video playback.
2. Clear browser cache: Accumulated cache files can sometimes interfere with video playback. Clearing the cache in your browser settings may resolve the issue. Go to the browser's settings or preferences, find the option to clear the cache, and restart the browser.
3. Disable browser extensions: Certain extensions or add-ons can conflict with video playback. Try turning off any extensions that might be affecting the video player. Usually, this option is in the browser's settings or extensions menu.
4. Try a different browser: If the issue persists, try using a different browser to see if the problem is specific to one browser. Popular alternatives include Google Chrome, Mozilla Firefox, Microsoft Edge, or Safari.
5. Check for system updates: Ensure your operating system is current. Sometimes, OS updates can include important fixes for video playback issues.
6. Check your graphics card settings: If you have a dedicated graphics card, make sure that the settings for the graphics card are not causing conflicts. Check the graphics card control panel or settings and ensure the video playback settings are configured correctly.

Kindly let me know if the issue persists, and I’ll be happy to investigate further.

Best regards,

Von M.

Intel Customer Support Technician

[ddcookie]

Problem is not fixed. 

I have done every item you suggest, and the display error remains.  Windows is up to date, browser cache cleared, browser restarted, latest graphics driver installed (and I do not have a dedicated graphics card only the Intel Integrated Graphics with the Ultra 7 265k CPU), all extensions off and graphics settings double checked.  These items were not the solution, and the problem is not fixed.  

What is next?

Thanks.  

[VonM_Intel]

Hello, ddcookie.

I appreciate your thorough follow-up and diligence in performing all the recommended troubleshooting steps. You're right, if the issue persists despite confirming the latest Windows updates, updated graphics drivers, cleared browser cache, disabled extensions, and the absence of a dedicated GPU (running solely on Intel Integrated Graphics with the Ultra 7 265K), it’s clear that I need to further isolate and replicate the issue. I’ll need to conduct additional research on this issue and will post an update in this thread once I have more information about this matter.

I appreciate your patience and your willingness to hold off on the Dell return for now. I’ll do everything I can to resolve this promptly and decisively.

Best regards,

Von M.

Intel Customer Support Technician

[ArchieD_Intel]

Hello, ddcookie.

Before we proceed, please note that this is an OEM device, we will try to assist you with general troubleshooting steps even if it’s something not traditionally covered in our support. However, if the issue still persists, you will have to contact the Original Equipment Manufacturer of your device. Your device manufacturer may have altered features, incorporated customizations, or made other changes to some components for better compatibility with your system.

Please verify the following details:

• The exact model of your Dell computer.
• The brand and model of your monitor.
• The type of display cable used to connect the monitor.
• The resolution settings of the monitor.

Next, please try the following steps:

1. Update the computer's BIOS.
2. Update the computer's chipset.
3. Update the operating system, ensuring all available updates from Microsoft are installed before proceeding.
4. Download the OEM graphics driver.
5. Use DDU to uninstall the current graphics driver.
6. Install the recommended OEM graphics drivers. Note that while these may not be the latest Intel versions, OEM drivers are tailored to work optimally with your system from the factory.
7. After completing these steps, please provide an updated SSU scan of your system.

We are actively working to replicate the issue. So far, our investigation with the latest graphics driver version 32.0.101.6793 has not revealed the problem. The information requested will be crucial in further isolating the issue.

Best regards,

Archie D.

Intel Customer Support Technician

[ddcookie]

Unfortunately, this latest procedure has not helped.  

Computer is a Dell ECS1250

Monitor is a Dell S2725QS.  This monitor is 4K and the settings are 3840 x 2160 (recommended), 60 Hz

I have also tried a Dell 2415b and the problem occurs with it as well.   Its settings are 1920 x 1200 (recommended), 60 Hz.

I have used a new high speed DP cable and a new HDMI 2.1 cable and the problem persists with either.  

I followed your instructions on driver updates, removal, reinstall and nothing has changed.  The problem persists.  

I've attached the SSU scan you requested via separate email.  

Please let me know the next steps.  

Thank you.

David

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[ArchieD_Intel]

Hello ddcookie,

Thank you for the update. I will look into this further and will update you as soon as a solution is found. I appreciate your patience and understanding.

Best regards,

Archie D.

Intel Customer Support Technician

[VonM_Intel]

Hello ddcookie,

Thank you for your continued cooperation. To assist you further, may I kindly ask for a bit more clarification on the following points:

• Have you made any changes to the processor settings, such as overclocking?
• Additionally, have you had the chance to clear your browser’s cache and cookies to rule out any potential software-related interference?

Your responses will help me in narrowing down the root cause more effectively.

Best regards,

Von M.

Intel Customer Support Technician

[ddcookie]

I have made no changes to CPU settings and yes I’ve cleared cache, cookies, history, etc. It seems to work with 4k videos on YouTube, but it fails with 1080p or 720p videos. To make it fail I start a video and duplicate it 5 times and spread out the videos so I can see all are playing on the monitor for a few minutes. Then I close one and that causes pixelation and freezing on one or more of the remaining videos. As I said, this doesn’t seem to happen with 4k videos but on lower resolution videos. It fails with YouTube videos, imbedded videos in CNN.com, streaming church services, etc.

[VonM_Intel]

Hello, ddcookie.

Thank you for the detailed information, that’s very helpful for narrowing down the issue. Based on your description, this appears to be a resource management or driver-level rendering issue, especially given the unusual behavior occurring only with lower-resolution video streams and when multiple instances are active. It’s particularly insightful that 4K playback remains stable, which suggests the issue may not be with raw GPU performance, but potentially how video decoding or hardware acceleration is being handled under certain conditions. 

In the meantime, I will look into this issue further and will share an update in this thread as soon as more information becomes available

Best regards,

Von M.

Intel Customer Support Technician