Auto games hilights unable to open mp4

[Dj96]

Hi,

I've a problem with Auto Game Hilights file, the generated file cannot be opened with any mp4 player. (error 0xC00D36C4)

I'm on w10 and running driver 31.0.101.4578

Anyone know how to fix the problem?

Thanks

[Andres_Intel]

Hello Dj96,

Thank you for posting on the Intel communities. I see that you are having issues with your Intel® Arc™ Dedicated Graphics, I understand how frustrating this can be for you, I will be happy to help you.  

To have a better understanding of the situation, please answer the following questions:

• Does the issue happen when trying to play the video using different apps?
• What app do you use to record the Auto game Highlights?
• Were you able to play those videos before?
• Download, run, save and attach the report for the following tool Intel® System Support Utility for Windows (SSU), you can find the steps on the link How to get the Intel® System Support Utility Logs on Windows to know your system and hardware information.

Regards,  

Andres P. 

Intel Customer Support Technician

[Dj96]

Hello Andres,

• Unfortunately yes, i tried several video player and failed to play the mp4
• i use Intel Arc control panel
• never... looks like something is missing (like bitrate etc)

Anyway the problem only appear with Auto Game Hilights, no problem with Capture. 

I've noticed that the problem only occur with "Only Hilights" selected (works fine with Capture without hilights from AI)

Thanks for reply!

[Andres_Intel]

Hello Dj96,

Thank you for your response, it has been really helpful. 

Please answer the questions below, in case we need to replicate the issue:

• Take screenshots or a video of the highlights settings on Intel® Arc™ Control.
• What video players have you used?

Regards,  

Andres P. 

Intel Customer Support Technician

[Dj96]

Hi Andres,

I've trtied VLC Media Player, Windows Media Player and Windows Movies & TV.

You can find the required screenshot attached plus some detail about mp4 file generated with Auto Hilights and one with Capture.

Auto Hilights output seems to be missing all settings.

I tried all codec available in "Capture settings" with no success.

P.s. i tried to obtain an hilights playing Rainbow Six Siege.

Best regards,

Alessio 

[Andres_Intel]

Hello Dj96,

Thank you for your answer, all the information provided has been very helpful.

I will start with an investigation and as soon I have further information I will let you know.

Regards,

Andres P.

Intel Customer Support Technician

[Dj96]

Hi Andres,

I’d like to inform you that the issue still remain after the last V-bios and driver update.

Regards,
Dj96

[Andres_Intel]

Hello Dj96,

Thank you for keeping me informed, that is very helpful.

We still working on the investigation and now we are trying to replicate the issue, as soon I have further details I will let you know.

Regards,

Andres P.

Intel Customer Support Technician

[Andres_Intel]

Hello Dj96, 

Thank you for your time. 

The replication is in progress, but I want to let you know what we have for now, we recorded some highlights video, when using the Windows Media Player, and Windows Movies & TV, both apps presented errors when playing the Highlights videos. However, VLC Media Player did play the video well with no errors.

For further investigation, can you share the highlight generated in you system?

Regards,  

Andres P. 

Intel Customer Support Technician 

[Dj96]

Hi Andres,

thanks for your time!

I cannot attach the files generated.

Unfortunately they are much larger than 71Mb.

Do you know how I could share them? (the smaller one is about 500Mb)

Best regards,

Dj96

[Andres_Intel]

Hello Dj96, 

Thank you for your response.

You can upload the files to a cloud like google drive, Onedrive, etc. Then you can provide me the link, just remember to make sure to give me the authorization to access to the files.

Regards,  

Andres P. 

Intel Customer Support Technician

[Dj96]

Hi Andres,

check your private messages, I''ve sent you a link to google drive with the requested files.

Please let me know if you need anything else!

Regards,

Dj96

[Andres_Intel]

Hello Dj96, 

Thank you for your response.

I have received the videos, I will continue with the investigation to take a look at the files, as soon I have further information I will let you know.

Regards,  

Andres P. 

Intel Customer Support Technician

[Andres_Intel]

Hello Dj96, 

Thank you for your time.

I want to let you know that now we are working on the issue replication, we appreciate you patience as soon I have further details I will let you know.

Regards,  

Andres P. 

Intel Customer Support Technician 

[Andres_Intel]

Hello Dj96,

Thank you for your time.

We still working on the reproduction, we are working really hard to have the results as soon as possible.

Regards,  

Andres P. 

Intel Customer Support Technician 

[Dj96]

Hi Andres, thank for your time

I'll wait your reply

Regards,

Dj96

[Andres_Intel]

Hello Dj96,

Thank you for your wait time.

We have finished with the issue reproduction, it was not replicated. We could open the highlights file using the VLC Media Player software and other video players using HEVC encoder and different graphics driver versions.

Let's update the graphics driver to version 31.0.101.4826, just to verify if the behavior changes. For guidance, How to Install an Intel® Graphics Driver in Windows® 10 & Windows 11.

Please keep me informed of the results.

Regards,  

Andres P. 

Intel Customer Support Technician 

[Dj96]

Hi Andres,

thanks for your time!

The driver has been updated, the next week end I'll try to capture some hilights from R6 Siege.

Just to clarify, could you confirm that you can play the videos I shared with you in the cloud?

[Andres_Intel]

Hello Dj96,

Thank you for your answer, and for letting me know that you have updated the graphics driver.

We were not able to play the videos that you shared, for that reason, we started with the replication, we generated some highlights as you did, and we were able to play our highlights using different video players.

I will be waiting for the results after the latest graphics update, please keep me informed.

Regards,  

Andres P. 

Intel Customer Support Technician

[Andres_Intel]

Hello Dj96,

Were you able to get the results after the latest graphics update?   

Let us know if you still need assistance.    

Best regards,   

Andres P.   

Intel Customer Support Technician 

[Dj96]

Hi Andres,

Unfortunately I wasn’t able to use my pc. I’ll try to capture some hilights from R6 this weekend and I’ll let you know the results

Thanks!
Dj96