use of external monitor

[Kurt30]

I have an Acer laptop. I use it with an external monitor.

After an driver update, the videos displayed on the external monitor will not start or run.

The internal montor has no problems.

[Hugo_Intel]

Hello Kurt30

Thank you for posting on the Intel Communities. We know it can be an inconvenience if videos are not playing on your external monitor. We can certainly take a look at this issue.

First, we would like to gather more information to have a better understanding of the problem, please let us know if this issue is happening on web browsers, local video files, or streaming platforms or all of them as well s the type of connections you are using wither HDMI, DP or any type of video adapter that might affect the functionality of the system.

It would be useful to know the exact model of your laptop and graphics adapter to check for the recommended drivers, please share a log file from the Intel® System Support Utility so we can get the information

Best Regards,

Hugo O.

Intel Customer Support Technician.

[Kurt30]

Hallo Hugo O,

originally the NVIDIA driver is built in. I changed the driver back and it seems the problem is solved.

Regards

Kurt Weidmann

Germany

 

[Kurt30]

In adition to my remarks above: after a restart or a reboot of the computer, the problem still occurs.

There is no difference, which browser is used (firefox, chrome, edge).

The problem mainly occurs when streaming videos is used. When the external monitor (Philips 243V) is disconnected, the laptop display shows no problem when streaming.

Regards

K. Weidmann

[Hugo_Intel]

Hello Kurt30

It seems you are using a laptop with dedicated graphics from Nvidia, if the issue gets resolved when rolling back the Nvidia driver specifically the issue might be related to their driver. I would advise that you contact your system manufacturer so they can provide you with the correct driver version you should be using or to contact Nvidia as well to check if there is any known issue with their drivers and this laptop.

Best Regards,

Hugo O.

Intel Customer Support Technician.

[Kurt30]

Hallo Hugo,

the problem is still not solved and I also got no sufficient solution from Acer.

I have the laptop together with the monitor since March 2021. I had no problems until roundly 2 weeks ago.

I also can not play videos which are stored on my computer without problems. The video does not start, I have to move the time line foreward.

I am not sure if the Windows update 23H2 might have caused the problem.

[Kurt30]

I repaired the Intel Arc app again and now it seens the system is working now correctly. I will observe my system the next days

[Hugo_Intel]

Hello Kurt30

I noticed from your previous post you mentioned you were able to get this fixed after repairing the Arc Control Software. I am checking to see if this issue is totally resolved or if the issue with the video playback returned. Please let us know.

Best Regards,

Hugo O.

Intel Customer Support Technician.

[Hugo_Intel]

Hello Kurt30

We hope the issue with video playback was totally resolved for you. Since we have not received any response we will be closing this thread, in incase you need further assistance, fell free to open a new topic.

Best Regards,

Hugo O.

Intel Customer Support Technician.

[Kurt30]

Hello Hugo O.,

it seems the problem is solved. Since I repaired the Intel Arc Control, I have no problems to start or watch videos.

Best regards

K. Weidmann