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17042 Discussions

videos flicker and shudder on Google Chrome 4K screen

Ska
Beginner
2,474 Views

System:

Now with windows 8.1 (But tried this also with windows 10)

Chrome version 44.0.2403.157 m

processor 4720HQ

 

Hello,

Having problem in my brand new Lenovo Y50 4K Touch with the Intel processor 4720HQ.

As you can see in the https://www.youtube.com/watch?v=SecmTKRxXSU Youtube link attached, while playing videos on google chrome the videos lagging.

https://www.youtube.com/watch?v=SecmTKRxXSU https://www.youtube.com/watch?v=SecmTKRxXSU

 

According to the Lenovo technicians (after long checking inclkuding updating everything) they claim that this is because that the Intel processor, 4720HQ, isn't strong eanough / don't know how to work with 4K screens since when we "told" to Chrome to work only with the Nvidia card this didn't happen.

I find this hard to believe so I would like to ask you this:

1. If this sound right to you? Does it possible that the Intel 4720 isn't strong eanough to work with 4K screens?

2. Did you ever heard about this kind of problem?

https://www.youtube.com/watch?v=SecmTKRxXSU https://www.youtube.com/watch?v=SecmTKRxXSU

3. Can it be fixed?

P.S

Sorry for my bad English, hope it's understandable.

Thanks,

Shay

0 Kudos
13 Replies
Amy_C_Intel
Employee
515 Views

Hello Shay,

Could you let me know if you're using the latest Graphics driver for the Intel® HD Graphics 4600 and the Nvidia Card.

You can download the latest drivers from http://support.lenovo.com/us/en/products?type=Laptops-and-netbooks&c=1 Products - Lenovo Support (US).

Regards,

Amy.

Ska
Beginner
515 Views

Hey Amy,

Yes. I think so. The tech guy updated all the drivers.

Anyway I tried again to upgrade to windows 10 but it still happening.

About the Nvidia driver, Yes it is up to date but it doesn't really matter I think since the problem occured even when the technician disconnected it via the BIOS.

 

 

@@P.S

I'm seeing there alot of drivers, do you mean this one?

Do you know if the Intel Graphic Card Intell(R) HD Graphics 4600 (with processor 4720HQ)

is capable to work with 4K screens?

Amy_C_Intel
Employee
515 Views

In this case I would recommend to download the latest Graphics version for your system, https://downloadcenter.intel.com/product/81496/Intel-HD-Graphics-4600-for-4th-Generation-Intel-Core-... Intel® Download Center.

Now, the Intel® Core™ i7-4720HQ Processor it has built in the Intel® HD Graphics 4600 and according to its specification supports 3D and 4K, here you can check the specifications about the 4K http://www.intel.com/content/www/us/en/processors/core/4th-gen-core-family-mobile-m-h-processor-line... Intel® Core™ Processors (M/H-Processor Lines) Datasheet, Vol. 1. However, you have to keep in mind that the 4K resolution can vary depending on the monitor resolution.

Regards,

Amy.

Ska
Beginner
515 Views

Hey again,

First I would like to say that I'm very very much appreciate your willing to help. I don't take it for granted and appreciate your time.

I tried to install the driver from the link you attached but it gave me the error of:

"Error: The driver being installed is not validated for this computer. Please obtain the appropriate driver from the computer's manufacturer. Setup will exit."

And since I have the most update driver from Lenovo, I guess that I do have the most update driver.

And sorry but I didn't understand what you mean to say in your last sentence:

"However, you have to keep in mind that the 4K resolution can vary depending on the monitor resolution."

This is a laptop with a 4k screen (Lenovo y-50) and the resolution is on 3840x2160.

Amy_C_Intel
Employee
515 Views

Shay, right now Intel is currently fixing issues with graphics drivers on Windows 10.

If you would like to report this issue with Windows 10 graphics, please post them here: /message/321854# 321854 Re: -NEW- Intel® Iris™, Iris™ Pro, and HD Graphics Production Driver for Windows* 10 64-bit 15.40.4.64.4256.

Regards,

Amy.

Ska
Beginner
515 Views

Hey Amy,

But if it happened also with windows 8.1 doesn't it mean that it's not related to the windows 10 driver issue?

Amy_C_Intel
Employee
515 Views

Checking again the video that you sent us I noticed that it's only the video that is lagging, the graphics around seemed to be fine, have you tried to used a different browser and accessing the same link?

Regards,

Amy.

Ska
Beginner
515 Views

Yes,

I tried also with Explorer and in there it doesn't happen in the same way magnitude.

The video is working fine, but sometimes for a millisecond you can see a glitch in the stream of the video.

My guessing is that Chrome is making the problem more visible.

Additionally,

I know it's maybe not the best software to test this with, but with Photoshop (the only additionally software i have on the computer at this moment) for example it also happening with even just a regular size picture (which is not overload the system).

I mean that when I'm dragging the picture from side to side it's seems to be lagging while moving.

Need to say that this doesn't hapening with much more weaker computer with an Intel Graphic Card (on an i3).

(It's very hard for me to explain it in English so I'm hoping you understand)

Amy_C_Intel
Employee
515 Views

Shay, we could try downloading the Intel® Processor Diagnostic Tool which the purpose is to verify the functionality of an Intel processor. The diagnostic checks for brand identification, verifies the processor operating frequency, tests specific processor features and performs a stress test on the processor, so that way we will know if there could be any issue with the processor itself. Here is the link where you can find the Intel® Processor Diagnostic Tool https://downloadcenter.intel.com/download/19792/Intel-Processor-Diagnostic-Tool-64-bit- Intel® Download Center, third option to install.

Could you please send us the report once the diagnostic is done? Go to File> View Results File and send us that file.

I would also recommend at this point after all the troubleshooting to contact Lenovo, even though you already contact them, try to contact a higher level support to see if you can get more answers from them since this device is an OEM product.

 

Let me know your findings.

 

Regards,

Amy.

Ska
Beginner
515 Views

Hey Amy,

Can you please verify me (so we won't have any mistakes) on which link I should download exactly?

1

2

3

Amy_C_Intel
Employee
515 Views

Please install the 3 option:

Regards,

Amy.

Ska
Beginner
515 Views

Hey Amy,

I sent you the file on private message.

Additionally, I found out that the same problem occurred while using other softwares.

About connecting Lenovo a higher level support, from their side they are claiming that this is happening because of Intel(R) 4600 Graphic Card is not supported with a 4K resolution screens so from their concern, there is no problem with the computer.

So I need to ask, can you also help me in finding an official answer (just about YES or NO) for the question if the Intel(R) Graphic Cards 4600 support the 4K screens or not?

Amy_C_Intel
Employee
515 Views

Hello Shay,

Checking the diagnostic results from your private message I notice the following:

  1. --- Reading CPU Frequency ---
  2. Expected CPU Frequency is --> 2.60
  3. Detected CPU Frequency is --> 3.16474

 

This tells us that the processor is overclocked, meaning that is running beyond its specifications, here you can check the Processor Base Frequency for your processor http://ark.intel.com/products/78934/Intel-Core-i7-4720HQ-Processor-6M-Cache-up-to-3_60-GHz ARK | Intel® Core™ i7-4720HQ Processor (6M Cache, up to 3.60 GHz). What you can do at this point is accessing the BIOS and change the Core multiplier, I would recommend loading the default BIOS settings.

Now, when it comes to the Intel® HD Graphics 4600 it does support 4K technology, here is the official documentation for https://software.intel.com/en-us/articles/quick-reference-guide-to-intel-processor-graphics Quick Reference Guide for Intel® Core™ Processor Graphics | Intel® Developer Zone.

Regards,

Amy.

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