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HotPotato
Beginner
2,404 Views

Windows 10 freezes playing video

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.

0 Kudos
20 Replies
LeonWaksman
Super User
145 Views

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

HotPotato
Beginner
145 Views

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

LeonWaksman
Super User
145 Views

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:

  1. Enter Bios setting by pressing F2 during boot process.
  2. 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

HotPotato
Beginner
145 Views

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

idata
Community Manager
145 Views

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
HotPotato
Beginner
145 Views

I found a thread /message/540686# 540686 here that is relevant to this conversation.

idata
Community Manager
145 Views

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
HotPotato
Beginner
145 Views

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(...

idata
Community Manager
145 Views

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-?pr... https://downloadcenter.intel.com/download/27267/Graphics-Intel-Graphics-Driver-for-Windows-15-40-?pr...

 

 

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
HotPotato
Beginner
145 Views

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.

idata
Community Manager
145 Views

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
HotPotato
Beginner
145 Views

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

idata
Community Manager
145 Views

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
HotPotato
Beginner
145 Views

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

idata
Community Manager
145 Views

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
HotPotato
Beginner
145 Views

Thanks David. I look forward to any light you can shed on this.

Regards,

Chris

HotPotato
Beginner
145 Views

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

HotPotato
Beginner
145 Views

Hello David - still hoping to hear back from you, as this issue remains unresolved.

Chris

idata
Community Manager
145 Views

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