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Computer: NUC5i7RYH
OS: Windows 10 Home ver: 1709 build:16299.309
Graphics: Intel Iris 6100
Driver version: 20.19.15.4835
Hello - As soon as any video streaming starts, my computer freezes and I need to force a reboot. At first this was only with Firefox (current version) so I switched to Opera and this worked for a month or so. But now Opera also has the same behavior and I am unable to watch any video whatsoever.
Help.
Thanks.
Link Copied
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In order to help you, some additional information is needed. Please attach to your response the .txt file that the https://downloadcenter.intel.com/download/25293/Intel-System-Support-Utility-for-Windows- System Support Utility will generate. Can you try video streaming using Microsoft Edge browser or Chrome?
Leon
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Hello Leon - Thanks for getting back to me. I should have said that I also tried Edge, which, together with Opera and Firefox pretty much covers all the main browser engines. The problem went critical a few days ago after updating to the most current drivers and the BIOS using the Intel driver and support assistant tool.
I've attached the SSU file you asked for.
Looking forward to your thoughts on this.
Chris
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Sorry, I've don't found any thing wrong is the report you have attached. The only thing that I can advise now, is to enter to Bios setting and reset the Bios to default settings:
- Enter Bios setting by pressing F2 during boot process.
- Press F9(followed by "Y"), to set Bios to default settings. Press F10 (followed by "Y"), to save the settings and exit to O.S. Let the NUC fully reboot.
One thing more - for your information in this community we have dedicated forum for NUC. So, next time it is more advisable to ask questions related to NUC in NUC forum.
Leon
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Leon,
Thanks for taking a look. I'll keep this thread open in case anybody else can throw some light on the issue.
Thanks again.
Chris
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Hi justChristoph: I understand the NUC having an issue and it is getting freeze while playing videos . Now that we have the information about your system we will do further tests in order to try to duplicate the issue. As soon as I get any updates I will post all the details on this thread.
Intel Customer Support
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I found a thread /message/540686# 540686 here that is relevant to this conversation.
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Hello justChristoph,
Thank you for your response,
I would like to know if you tried the solution listed on that thread mentioned which is to disable the Intel ® Turbo Boost technology.
If so, let me know so we can continue with the testing.
Also, to better assist you with your request, I will need to check some information about your computer. Please follow these steps:
1. In the keyboard, press WinLogo key + R.
2. In the Run box please type dxdiag and hit Enter.
3. Click on Save All Information (save it in your desktop).
4. Attach the report to this thread.
Regards,
David V
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Hello David - really appreciate you getting back to me.
First, yes, I have turned off Turbo Boost in the BIOS.
Pasted below is the system dump file as requested (sorry about that, but there is no file attachment button in the menubar on this comment textbox).
Further relevant info:
I generally use Firefox (current version is 59.03) as a browser (I have also tried Chrome, Edge, and Opera and get the same fault).
Firefox is set to play Youtube.com as HTML5 content and this works without issues.
The video content on this site https://www.intel.com/content/www/us/en/support/articles/000005629/graphics-drivers.html here freezes my box as soon as the object is called. I note that your content is also HTML5, which is surprising.
Thanks in advance for your assistance.
Chris
------------------
System Information
------------------
Time of this report: 5/3/2018, 11:57:52
Machine name: PEEWEE3
Machine Id: {8F46AC48-BECE-4477-92CE-68E4120C5307}
Operating System: Windows 10 Home 64-bit (10.0, Build 16299) (16299.rs3_release.170928-1534)
Language: English (Regional Setting: English)
System Manufacturer:
System Model:
BIOS: RYBDWi35.86A.0369.2018.0305.1050
Processor: Intel(R) Core(TM) i7-5557U CPU @ 3.10GHz (4 CPUs), ~3.1GHz
Memory: 16384MB RAM
Available OS Memory: 16270MB RAM
Page File: 4036MB used, 14664MB available
Windows Dir: C:\WINDOWS
DirectX Version: DirectX 12
DX Setup Parameters: Not found
User DPI Setting: 192 DPI (200 percent)
System DPI Setting: 192 DPI (200 percent)
DWM DPI Scaling: UnKnown
Miracast: Not Available
Microsoft Graphics Hybrid: Not Supported
DxDiag Version: 10.00.16299.0015 64bit Unicode
------------
DxDiag Notes
------------
Display Tab 1: No problems found.
Sound Tab 1: No sound card was found. If one is expected, you should install a sound driver provided by the hardware manufacturer.
Input Tab: No problems found.
--------------------
DirectX Debug Levels
--------------------
Direct3D: 0/4 (retail)
DirectDraw: 0/4 (retail)
DirectInput: 0/5 (retail)
DirectMusic: 0/5 (retail)
DirectPlay: 0/9 (retail)
DirectSound: 0/5 (retail)
DirectShow: 0/6 (retail)
---------------
Display Devices
---------------
Card name: Microsoft Basic Display Driver
Manufacturer: (Standard display types)
Chip type:
DAC type:
Device Type: Display-Only Device
Device Key: Enum\ROOT\BASICDISPLAY
Device Status: 4180000B [DN_ROOT_ENUMERATED|DN_DRIVER_LOADED|DN_STARTED|DN_NT_ENUMERATOR|DN_NT_DRIVER|DN_NO_SHOW_IN_DM]
Device Problem Code: No Problem
Driver Problem Code: Unknown
Display Memory: 8134 MB
Dedicated Memory: 0 MB
Shared Memory: 8134 MB
Current Mode: 3840 x 2160 (32 bit) (64Hz)
HDR Support: Not Supported
Display Topology: Internal
Display Color Space: DXGI_COLOR_SPACE_RGB_FULL_G22_NONE_P709
Color Primaries: Red(0.640148,0.330578), Green(0.300305,0.600109), Blue(0.149914,0.060070), White Point(0.313000,0.329602)
Display Luminance: Min Luminance = 0.500000, Max Luminance = 270.000000, MaxFullFrameLuminance = 270.000000
Monitor Name: BenQ LCD
Monitor Model: BenQ LCD
Monitor Id: BNQ801D
Native Mode: 3840 x 2160(p) (59.997Hz)
Output Type: Other
Monitor Advanced Color Capabilities: None
Display Pixel Format: DISPLAYCONFIG_PIXELFORMAT_32BPP
Driver Name: c:\windows\system32\drivers\basicdisplay.sys,c:\windows\system32\drivers\basicdisplay.sys
Driver File Version: 10.00.16299.0015 (English)
Driver Version: 10.0.16299.15
DDI Version: 12
Feature Levels: 12_1,12_0,11_1,11_0,10_1,10_0,9_3,9_2,9_1
Driver Model: WDDM 1.3
Graphics Preemption: DMA
Compute Preemption: DMA
Miracast: Not Supported by Graphics driver
Hybrid Graphics GPU: Not Supported
Power P-states: Not Supported
Driver Attributes: Final Retail
Driver Date/Size: 21/06/2006 01:00:00, 58880 bytes
WHQL Logo'd: Yes
WHQL Date Stamp: Unknown
Device Identifier: {D7B71AF4-43CC-11CF-8562-AB1FAFC2C735}
Vendor ID: 0x1414
Device ID: 0x008C
SubSys ID: 0x00000000
Revision ID: 0x0000
Driver Strong Name: basicdisplay.inf:1080904755d1bda1:MSBDD_Fallback:10.0.16299.15:ROOT\BasicDisplay
Rank Of Driver: 00FB0000
Video Accel:
DXVA2 Modes: Unknown
Deinterlace Caps: {00000000-0000-0000-0000-000000000000}: Format(In/Out)=(YUY2,UNKNOWN) Frames(Prev/Fwd/Back)=(0,0,0) Caps=
{00000000-0000-0000-0000-000000000000}: Format(In/Out)=(YUY2,UNKNOWN) Frames(Prev/Fwd/Back)=(0,0,0) Caps=
{00000000-0000-0000-0000-000000000000}: Format(In/Out)=(YUY2,UNKNOWN) Frames(Prev/Fwd/Back)=(0,0,0) Caps=
{00000000-0000-0000-0000-000000000000}: Format(In/Out)=(YUY2,UNKNOWN) Frames(Prev/Fwd/Back)=(0,0,0) Caps=
{00000000-0000-0000-0000-000000000000}: Format(In/Out)=(YUY2,UNKNOWN) Frames(Prev/Fwd/Back)=(0,0,0) Caps=
{00000000-0000-0000-0000-000000000000}: Format(In/Out)=(YUY2,UNKNOWN) Frames(Prev/Fwd/Back)=(0,0,0) Caps=
{00000000-0000-0000-0000-000000000000}: Format(In/Out)=(YUY2,UNKNOWN) Frames(Prev/Fwd/Back)=(0,0,0) Caps=
{00000000-0000-0000-0000-000000000000}: Format(In/Out)=(YUY2,UNKNOWN) Frames(Prev/Fwd/Back)=(0,0,0) Caps=
{00000000-0000-0000-0000-000000000000}: Format(In/Out)=(YUY2,UNKNOWN) Frames(Prev/Fwd/Back)=(0,0,0) Caps=
{00000000-0000-0000-0000-000000000000}: Format(In/Out)=(YUY2,UNKNOWN) Frames(Prev/Fwd/Back)=(0,0,0) Caps=
{00000000-0000-0000-0000-000000000000}: Format(In/Out)=(YUY2,UNKNOWN) Frames(Prev/Fwd/Back)=(0,0,0) Caps=
{00000000-0000-0000-0000-000000000000}: Format(In/Out)=(YUY2,UNKNOWN) Frames(Prev/Fwd/Back)=(0,0,0) Caps=
{00000000-0000-0000-0000-000000000000}: Format(In/Out)=(YUY2,UNKNOWN) Frames(Prev/Fwd/Back)=(0,0,0) Caps=
{00000000-0000-0000-0000-000000000000}: Format(In/Out)=(YUY2,UNKNOWN) Frames(Prev/Fwd/Back)=(0,0,0) Caps=
{00000000-0000-0000-0000-000000000000}: Format(In/Out)=(YUY2,UNKNOWN) Frames(Prev/Fwd/Back)=(0,0,0) Caps=
{00000000-0000-0000-0000-000000000000}: Format(...
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Hello justChristoph,
Thank you for your response,
Upon review of the report posted I was able to find that the current display adapter you are using is the Microsoft* basic display adapter. Since this is the case then an update of the driver is advised first.
Please refer to the link below and download the ".zip" file:
https://downloadcenter.intel.com/download/27267/Graphics-Intel-Graphics-Driver-for-Windows-15-40-?product=86209 https://downloadcenter.intel.com/download/27267/Graphics-Intel-Graphics-Driver-for-Windows-15-40-?product=86209
Once that has been done, please follow the steps below:
1 - Unzip the file to a designated location or folder.
2 - Right-click Windows Start icon and open Device Manager.
3 - Click Yes when prompted for permission from User Account Control.
4 - Expand the Display adapters section.
5 - Right-click the Intel® graphics entry and select Update Driver Software.
6 - Click "Browse my computer for driver software".
7 - Click "Let me pick from a list of device drivers on my computer".
8 - Click "Have Disk".
9 - Click "Browse".
10 - Access the designated location or folder, and access a folder called "Graphics".
11 - Select the .INF file (Information file).
12 - Click Open, then click OK, and finally click Next. Drivers are now being installed.
13 - Reboot your computer
Once this has been done, check the video again, in the meantime I will continue with the testing on my side.
Regards,
David V
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David - I should have mentioned that I have uninstalled the display driver version: 15.40.37.4835 to find out if the default Microsoft one would resolve the issue. I will restore the Intel driver later today as a matter of due diligence, but after testing I have found that it has had no effect on the freezing issue.
Apologies for not giving you the full info.
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Hello justChristoph,
Thank you for your response.
I appreciate you taking the time to provide me with the whole picture of the problem, I was also reviewing more details and I have found out that the problem was even occurring when you were using the Microsoft* Basic Display Adapter.
Being this the case, it means that the driver itself is not the problem and that this could start pointing at a hardware problem. If possible, could you please provide me with links of the videos you were trying to view when the problem started so this way I can replicate the issue the best possible.
As mentioned, this seems to be more related to a hardware problem; however, it could also be an Operating System issue. In order to check which of those it is then if possible, go ahead an re-install the Operating System on that NUC, making sure to install it with a freshly downloaded and created media. If after the installation the issue persists then it is almost certain the problem is hardware.
Let me know the outcome please.
Regards,
David V
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This is interesting: As I stated previously, I have uninstalled the latest Intel display adapter 15.40.37.4835 and forced the box to default to the basic Microsoft driver. On rebooting, the freezing issue was replicated when I called the video object in https://www.intel.com/content/www/us/en/support/articles/000005629/graphics-drivers.html this page so I incorrectly assumed the issue was independent of the display adapter.
In fact, on further testing after a cold boot, video streaming in HTML5 and Flash is working correctly as expected. In other words, the issue appears to arise specifically in correlation with the new Intel display adapter.
I have also attempted to install the older Beta version 15.40.26.4474 but found that it would not install and reported hardware incompatibilities.
Regards,
Chris
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Hello justChristoph,
Thank you for your response,
If that is the case, let me review all the details you have provided, as mentioned before, please provide me with links to the videos that would give you the problems. I will proceed to replicate the problem from my side this time, using the same graphics controller.
Regards,
David V
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WORKAROUND FIX
Hello David - Regarding triggering the video problem, as stated, the issue can be replicated by attempting to play the video on this link
https://www.intel.com/content/www/us/en/support/articles/000005629/graphics-drivers.html Manually Install an Intel® Graphics Driver in Windows® 10 and...
The subject matter adds a little comic irony to the bug.
The Fix -
Reverting to the Microsoft Basic display adapter (the default adapter) provides a workaround fix for the problem, although it may cause problems with the Realtek High Definition Audio Adapter, although this is easy to work around. This are the steps I took (anybody wanting to try the same steps may need to find information elsewhere about deleting drivers from the computer).
- Delete any display drivers from the computer
- Open Device Manager: press Windows key+R to open the Run dialog, then type devmgmt.msc and press OK
- Find the Intel display adapter listed under Display Adapters
- Right click and select Properties
- Select the Driver tab and click Uninstall Device
- Do a cold boot: shut down the computer, wait a few seconds and then restart
- Open Device Manager again. If Display Adapters no longer show up in the listing, check that the computer has defaulted to the Microsoft Basic Display Adapter: right-click on a blank part of your screen and select Display settings. Select Display from the left-hand listing. Scroll to the bottom and select Display adapter properties. It should be set to Microsoft Basic Display Adapter.
One further note. Apparently, Microsoft now report a bug in their latest roll-out of Windows 10 effecting machines with Intel integrated graphics chips. In particular, the computer may freeze when calling external objects from any non-Microsoft browser. This bug report contains some similar attributes to the bug detailed in this thread, so it may or may not be related.
Hope this helps!
Chris
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Hello justChristoph,
Thank you for your response.
I appreciate you taking the time to provide me with all the details as well as the workaround fix that you found. I will now proceed with the testing and will be getting back to you as soon as possible to see if we can find a solution to your problem.
Regards,
David V
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Thanks David. I look forward to any light you can shed on this.
Regards,
Chris
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FIX IS BROKEN -
David - The fix I outlined above no longer works. The latest Windows 10 update 10.0.17134 immediately reinstalls the Intel Iris display adapter, rendering the fix void.
As they surely must say in the software business, if it ain't broken, tinker with it until it is.
Hope you can shed some further light on this.
Thanks,
Chris
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Hello David - still hoping to hear back from you, as this issue remains unresolved.
Chris
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Hello justChristoph,
Thank you for your response.
My apologies for the long delay. I have tested the same system you have, with the same browser, driver version, Windows* with the April's update installed.
There were no issues whatsoever when playing the video you mentioned or any other videos using Mozilla Firefox*. Up to this point, the only difference from your current issue is that I was only using 8GB Ram and that it was a fresh Windows* 10 install.
In this case I would strongly suggest to re-install the Operating System fully from scratch and see if afterwards the problem persists.
I hope this helps.
Regards,
David V
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David - Thank you for this advice. Do you think it will be more effective if I go back to bed (obviously retracing my steps walking backwards), get up and have breakfast again? Should I also scrub my computer with washing up liquid and a brush? Do you think these steps are likely to improve the effectiveness of your remedy?
A quick google will tell you that I am absolutely not alone with this issue, which is specific to Intel graphics chips. In general use, this box is a pain because it crashes as soon as it is presented with any video stream. As a media center it is effectively bricked.
Without a fix, I am forced to ditch my Intel NUC box, and I plan to let anybody who will listen know about this experience.
Regards,
Chris
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