Video problems view pixeled

[AJ2024]

Hi, I bought a new notebook a few weeks ago. Unfortunately, I often have problems displaying videos (Youtube Manuels etc.). The picture is always completely pixelated. However, you can hear the sound. Is this a driver problem or is it due to the Intel Arc chip? All drivers are up to date. Thanks for your help.

HP EliteBook 860 G11, Intel Core Ultra 7 155H, Intel Arc Graphics, 64 RAM, 1TB SSD. Windows 11 Pro

[Mike_Intel]

Hello AJ2024,

Thank you for posting in Intel community Forum.

For me to further check this, please help provide the following details:

1. What is your OS?
2. How many Graphics controller does your laptop have?
3. What are the troubleshooting steps that you tried so far?

If you have questions, please let us know. Thank you.

Best regards,

Michael L.

Intel Customer Support Technician

[AJ2024]

1. I have Windows 11 Pro installed. Version: 23H2.

2. I have only the Intel Arc Graphics chip

3. I installed all possible Updates of the drivers and the OS. The notebook should be up to date.

The problems occur on streaming videos but also while using .mp4 or .avi files, which are located on my local notebook SSD.

Thanks for your help.

[Mike_Intel]

Hello AJ2024,

Kindly help generate the SSU logs of your system for me to further check.

Please follow the steps in the link below:

https://www.intel.com/content/www/us/en/support/articles/000057926/memory-and-storage.html

If you have questions, please let us know. Thank you.

Best regards,

Michael L.

Intel Customer Support Technician

[AJ2024]

Hi Mike_Intel

I attached the SSU logs form the check. Hope that helps.

Best regards

Alex

[Mike_Intel]

Hello AJ2024,

Upon initial checking of the SSU, your Graphics driver is not updated. Currently you are using driver version 32.0.101.6127.

The latest driver that we have is version 32.0.101.101.6253. You can download it manually in the link below and update your driver:

https://www.intel.com/content/www/us/en/download/785597/intel-arc-iris-xe-graphics-windows.html

If you have questions, please let us know. Thank you.

Best regards,

Michael L.

Intel Customer Support Technician

[Mike_Intel]

Hello AJ2024,

I hope this message finds you well. 

Were you able to check the previous post?

Please let us know if you still need assistance.

Best regards,

Michael L.

Intel Customer Support Technician

[cndjonno]

I have the same issue as OP.

Specs

• LG Gram Superslim 15Z90ST-G.ADB8U1
• 32GB Ram
• Intel 155H
• Only built-in iGPU
• Latest WHQL Intel Arc Driver 32.0.101.6325

Issue example

Issue happens on all browsers (Firefox, Chrome, Thorium).

Steps attempted so far

• Stock LG Graphics driver
• Latest Intel Graphics Driver
• Restart Browser
• Restart Computer
• Try various browser modes and disabling extensions
• Reinstall Intel Graphics Drivers multiple times
• Windows Restore

[Mike_Intel]

Hello AJ2024,

I hope you are having a good day.

I am sending another follow up on the information that I requested. 

Since we have not heard back from you, I need to close this inquiry. 

If you need further assistance, please post a new question as this thread will no longer be monitored. 

Thank you and have a great day. 

@cndjonno

Please create a new thread regarding your concern so that we can gather the details of your system and we can provide a recommendations for you.

Best regards,

Michael L.

Intel Customer Support Technician

[AJ2024]

Hello Michael,

I still have problems with the graphics, even after the newest updates of the Intel driver (32.0.101.6332).

Windows 24H2

I dont know what to do, to fix ist.

Best regards.

Alex