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YouTube Randomly Refreshes Chrome On Intel UHD Graphics 750

SouthFloridaRoadGeek
1,331 Views

Hello, recently I had problems with my UHD 750 going black for a few seconds but it appears the latest driver has fixed that, however what it did not fix was YouTube Randomly Refreshes.

 

I recreate the problem by watching a YouTube video then randomly it would either have the video disappear and come back to the whole page refreshing, what's weird about it is that it plays the video in the same position before it happened, so it doesn't start over.

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18 Replies
AndrewG_Intel
Moderator
1,312 Views

Hello @SouthFloridaRoadGeek

Thank you for posting on the Intel® communities.


In order to review this further, could you please provide us with the following information?

1- Is this issue with YouTube* happening since the first day that you have the system? Or did it work fine before with a specific (and perhaps previous) graphics driver version? If yes, could you please provide details?

2- We understand this is happening on Google* Chrome? Do you know if this also happens on different web browsers? For instance, have you tested on Microsoft Edge*, Firefox*, Opera*, etc? If not, could you please test these browsers and let us know if the behavior is the same on all of them?

3- Is this occuring with YouTube* in "Default view", "Fullscreen", "Theater", and/or "Mini player" mode(s)?

4- Could you please share some YouTube* links as examples that you know experience this behavior? This is so we may use the same videos for testing purposes.


5- An Intel® System Support Utility (Intel® SSU) report to gather more details about the system. Please follow these steps:

  • Download the Intel® SSU and save the application on your computer
  • Open the application, check the "Everything" checkbox, and click "Scan" to see the system and device information. The Intel® SSU defaults to the "Summary View" on the output screen following the scan. Click the menu where it says "Summary" to change to "Detailed View".
  • To save your scan, click Next and click Save.
  • Once you have saved the file (.txt file), please attach it to your reply.

To upload and attach a file, use the "Drag and drop here or browse files to attach" option below the response textbox.


Best regards,

Andrew G.

Intel Customer Support Technician


SouthFloridaRoadGeek
1,293 Views
1: It started happening after the drivers that fixed the black screen problem
2: It’s only a problem on Chrome and Microsoft Edge
3: All I can see is that it occurs in default view
4: It happens on any YouTube Video.
5: I will send in the SSU report later today.
SouthFloridaRoadGeek
1,295 Views

Here is the intel SSU

AndrewG_Intel
Moderator
1,274 Views

Hello SouthFloridaRoadGeek

Thank you for your response.


We understand that you mentioned the issue started after installing the latest graphics driver Version: "30.0.100.9955". Is this correct?

However, it is worth mentioning that we did some online research regarding this behavior and we found comments on third-party forums indicating that this could be an issue with the browsers themselves, with browser plugins, with browser "flags", or with Gmail* account settings. For instance, some users said in this forum* that the issue happens when using GSuite*, or when users are signed in because it didn't happen when browsing in incognito mode.


Could you please confirm if the issue happens when you are signed in to YouTube*/Gmail? Is it happening in incognito mode?

Do you have browser plugins? If yes, could you please try with the plugins disabled?


This other video* talks about a similar behavior and how to fix it by modifying "Chrome flags"; however, it seems the workaround is no longer valid. Nevertheless, we don't recommend this type of workaround unless you check directly with their Support Team.

Actually, could you please let us know if you have reported this behavior to the browser developer team? If yes, did they provide any feedback?


Also, since you mentioned "It’s only a problem on Chrome and Microsoft Edge", does this mean that you have tested other browsers like Firefox and Opera and they work fine? Is this correct?


Best regards,

Andrew G.

Intel Customer Support Technician


SouthFloridaRoadGeek
1,264 Views

Yes, it does happen on the latest driver.

It does it on incognito mode as well, and I do not use G suite, so I know that’s not the problem, and when it happens its not a complete refresh because it continues playing at the exact second in the video when it happened.

I have tested it on opera and Firefox and it doesn’t happen, only on the browsers that use chromes code, such as Microsoft Edge and Google Chrome itself.

 

I have not contacted the developer team but I’m pretty sure it’s a driver issue and not them because it never happens on anything else than the UHD 730/750.

AndrewG_Intel
Moderator
1,252 Views

Hello SouthFloridaRoadGeek

Thank you for your response and for the details.

Please allow us to review this behavior further. We will be posting back in the thread as soon as more details are available.


Best regards,

Andrew G.

Intel Customer Support Technician


AndrewG_Intel
Moderator
1,234 Views

Hello SouthFloridaRoadGeek


We are still working on testing this behavior. However, we would like to know if you could provide us with specific/detailed steps to replicate the behavior so we can be sure not to miss any steps?

Does the issue happen with Hardware Acceleration enabled or HDR (high-dynamic-range) enabled? Please confirm.


Also, it seems there is a newer BIOS version available for your system: "7D09v13*" (1.30). We recommend contacting MSI* Support for assistance to check this and update the BIOS to see if this helps with this behavior.


Best regards,

Andrew G.

Intel Customer Support Technician


SouthFloridaRoadGeek
1,184 Views

The issue still happens after a BIOS update, the way to detect it is if the video stops playing and the whole video disappears and reappears within 100 milliseconds.

 

Yes it happens with Hardware acceleration on.

AndrewG_Intel
Moderator
1,200 Views

Hello SouthFloridaRoadGeek

We are checking this thread and we would like to know if you were able to review our previous post. If you need further assistance, please do not hesitate to contact us back.


Best regards,

Andrew G.

Intel Customer Support Technician


AndrewG_Intel
Moderator
1,161 Views

Hello SouthFloridaRoadGeek

Thank you very much for your response and the feedback.

We have released a new version of the driver. Could you please update the driver and let us know if the behavior is the same?

To install the driver, you may follow the steps in this link: Clean Installation of Intel® Graphics Drivers in Windows*


Best regards,

Andrew G.

Intel Customer Support Technician


AndrewG_Intel
Moderator
1,128 Views

Hello SouthFloridaRoadGeek

We are checking this thread and we would like to know if you need further assistance.

Were you able to test using the latest driver: Intel® Graphics DCH Driver Version 30.0.101.1069?  If you need further assistance, please do not hesitate to contact us back.


Best regards,

Andrew G.

Intel Customer Support Technician


SouthFloridaRoadGeek
1,125 Views

It still an issue with the new driver, I do believe this happens when the video goes to the next loaded part of the video, when it transitions, sometimes the video would disappear and reappear, it does not seem to be an issue with GPU acceleration turned off.

AndrewG_Intel
Moderator
1,110 Views

Hello SouthFloridaRoadGeek

Thank you for your response and for this feedback.

Please allow us to review this further and we will be posting back as soon as more information is available.


Best regards,

Andrew G.

Intel Customer Support Technician


AndrewG_Intel
Moderator
1,068 Views

Hello SouthFloridaRoadGeek


We tested this behavior in our lab and we were unable to reproduce this issue using the drivers that you tested and we can discard this as a known issue from our side. We tested using Intel® UHD Graphics 750, Chrome* and Edge browsers with hardware acceleration On and Off, wired and wireless network connection, and playing several YouTube* videos.

All the information we were able to find on the web is pointing out issues with the browsers or YouTube.

One of the workarounds is to go to extension/addon and disable all of them (we already recommended this in one of our previous posts so we think you already tried that...)


We recommend verifying if the OS is completely updated and trying to update to the latest version 21H2 (Build 19044):

  • Open Windows Update settings (Settings > Update & Security > Windows Update).
  • Click Check for updates.
  • Once the update appears, select Download and install now.
  • Restart your device to complete the update installation process.

You may also contact Microsoft* Support if additional assistance is required to update the OS to the latest version and to confirm if this issue may or not be related to Windows.


If the issue is still present the best would be to contact YouTube* Support or browsers support for more assistance and debugging.


Best regards,

Andrew G.

Intel Customer Support Technician


AndrewG_Intel
Moderator
1,009 Views

Hello SouthFloridaRoadGeek

We would like to know if you were able to update to Windows* version 21H2 (Build 19044). Also, were you able to contact Microsoft* or YouTube* Support?


Best regards,

Andrew G.

Intel Customer Support Technician


SouthFloridaRoadGeek
916 Views

Yes and it appears it has been fixed. Thanks.

AndrewG_Intel
Moderator
854 Views

Hello SouthFloridaRoadGeek

Thank you for your response and feedback, this seems to be good news. Since you mentioned "it appears it has been fixed", we will keep the thread open a couple of days in case you want to test a little more and provide additional feedback. If you would like to consider this issue solved and close the request, please let us know. In case there are no additional questions or comments by Monday, December 6th end of the day, we will be closing this thread.

 

Best regards,

Andrew G.

Intel Customer Support Technician

 

AndrewG_Intel
Moderator
766 Views

Hello SouthFloridaRoadGeek

We have not heard back from you so we will proceed to close this thread now. If you need any additional information, please submit a new question as this thread will no longer be monitored. It has been a pleasure to assist you.


Best regards,

Andrew G.

Intel Customer Support Technician


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