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Video stuttering when second screen plugged

Mogok2000
Beginner
1,151 Views

I'm encountering a highly frustrating issue with my Dell laptop. I used to connect it to my HDTV to play videos without any problems. However, for the past few weeks, I've been facing an unexpected issue. Everything runs smoothly on my laptop until I connect it to any second monitor via the HDMI port. At that point, the video starts to stutter, and the audio delays rapidly increase to a few seconds, while the audio track continues playing. This issue occurs across all web browsers (Youtube, Netflix...) or with video players (VLC, MediaPlayer).

I bought a iiyama Red Eagle screen recently and I am wondering if that new display could have activate some silly option of my GPU. I've come across a few forum posts that suggest disabling hardware acceleration in the Display options of Windows, but these options are not available on my Windows version.

Does anyone have any advice or tips to help me resolve this problem?

For information: I'm using a Latitude 5520 with the following specifications:

  • GPU: Intel Iris Xe Graphics

  • CPU: 11th Gen Intel Core i7

  • OS: Windows 10 Pro

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Jean_Intel
Employee
1,121 Views

Hello Mogok2000,

 

Thank you for posting in the Intel Communities. We understand that it is frustrating to experience stuttering and video delays when connecting your system to a secondary display. We would be more than happy to assist you on this matter, and to better help you, we want to confirm the following information:

 

  • Is the stutter issue only present when watching videos, or does it occur when using other applications?
  • When the issue appears, are you playing the videos on the secondary screen?
  • Are you using any type of video adapters?
  • You mentioned that the system is working fine until connect it to any second monitor via the HDMI. Have you tried using another monitor besides the iiyama Red Eagle?
  • Is it possible for you to test using a different video output besides HDMI? Maybe you can try using the DisplayPort over USB Type-C port, as it is listed on your system specifications.
  • We would like to have more details about your system. Share with us the system reports using the following:
    • Intel®️ System Support Utility (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."


  • Intel® Graphics Command Center:
    • Open the Intel Graphics Command Center
    • Navigate to the Support tab
    • Select System Diagnostic
    • Click Generate Report
    • Select Save and name the output file.

 

Best regards

Jean O.

Intel Customer Support Technician


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Jean_Intel
Employee
1,095 Views

Hello Mogok2000,

 

We hope you are doing fine.

 

Were you able to check the previous post?

Let us know if you still need assistance.

 

Best regards,

Jean O. 

Intel Customer Support Technician


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Jean_Intel
Employee
1,059 Views

Hello Mogok2000,


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.


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