Hilights still unable to open mp4

[Dj96]

Hello guys,

i changed everything in my pc except for ssd and intel ARC gpu but i'm still no able (previous thread:https://community.intel.com/t5/Intel-ARC-Graphics/Auto-games-hilights-unable-to-open-mp4/td-p/1513641)  to open the auto game hilights from R6S.

In the output file are still missing all the data and every software could't open it.

Attached is an SSU scan and an image of my problem.

P.s. i upload another video of  a visual glitch in metro exodus enhanced edition.

Cheers and happy new year!

Dj96

[Jean_Intel]

Hello Dj96,

Thank you for posting back in the Intel Communities. We understand that you are still having issues when opening the auto-game highlights video recorded with the Intel Arc Control.

To better help you solve this problem, we would like to ask for the following:

• What is your Intel Arc Control software version? You can find the version when you click on the settings option, and it should be displayed at the bottom.
• Did you change any of the Highlights settings using the drop-down menus?
• How are you capturing the Highlights videos? Do you manually start the process each time, or do you enable Auto Game Highlights when streaming?
• Is there an error message when opening the files? If so, provide us with a screenshot of the error message.
• Share with us the Intel Arc Control files so we can further look into this matter:
  •  C:\Users\<your_username_here>\AppData|Local\Intel\IGN\logs

We also understand that you are also having a visual glitch with Metro Exodus Enhanced Edition; however, we want to invite you to open another thread so we can continue assisting you on this issue. Note that we recommend reporting one issue per thread to keep the topics organized.

Best regards

Jean O.

Intel Customer Support Technician

[Dj96]

Hello Jean,

my Arc Control version is 1.74.5391.3 and  Auto Game Hilights uses the same settings as Capture.

The Capture is set up as follows:

• Resolution: 1080p
• FPS: 60
• Codec: AV1
• BitRate video: 4.600Kbps
• BitRate audio: 64Kbps

I usually start the auto hilights and then start R6S or start manually from Arc Control with R6S already started (I don't stream).

When i try to open the output file i receive the following error "0xC00D36C4" (see code.png in attachments)

I have also attached two log file, the 10_10_56 is the last log found while the 11_4_11 is the one with failed output.

Thanks for reply!

Regards,

Dj96 

[Jean_Intel]

Hello Dj96,

Thank you for the information provided. The error code 0xC00D36C4 is due to an unsupported file format or codec. We recommend you try opening the file with a different application that supports the AV1, such as VLC. You can also test changing the encoder on the capture settings and use HEVC or AVC.

We also would like to recommend you update your Operating System. The Intel SSU report you shared shows that your Windows 11 Build is 22621, but there is a newer version, 22631. It would be important to keep Windows Up to date to make sure the applications that came with the Operating System have the latest updates; there may be an update that adds support for the AV1 encoder.

Best regards

Jean O.

Intel Customer Support Technician

[Dj96]

Hello Jean,

my windows is now updated but the issue persists.

VLC also doesn't open them, all the data (bitrate etc) are missing.

It only happens with Auto Game Hilights no issue with Capture (see attachment)

Best regards,

Dj96

[Jean_Intel]

Hello Dj96,

We can see that all the file data seems to be missing, and the issue also occurs when using the VLC encoder. This time, we would like to ask you to try and reinstall the Arc Control software and test the highlights feature again:

• Uninstall Intel® Arc™ Control following the steps below:
  • Press the Windows key.
  • Click settings.
  • Select Apps and then select Apps & features.
  • Search the list for Intel® Arc™ Control software and click it.
  • Select Uninstall.
• Run the DDU software How to Use the Display Driver Uninstaller (DDU) to Uninstall an Intel® Graphics Driver.
• Reinstall intel Intel® Arc™ Control. Download and install the Intel Graphics 31.0.101.5084/31.0.101.5122. The installer will install the Intel Graphics driver and Intel Arc Control components.

Best regards

Jean O.

Intel Customer Support Technician

[Dj96]

Hello Jean,

I deleted driver with DDU and reinstalled and today i'll try a captrue with auto hilight.

I'll let you know.

Thanks,

Dj96

[Dj96]

Hello Jean,

unfortunately Rainbow servers are facing some issuess and i wasn't able to play alot.

I'm tring a capture right now.

I'll let you know.

Regards,

Dj96

[Jean_Intel]

Hello Dj96,

Thank you for letting us know that you are trying to test this after reinstalling the Arc Control Software by running the DDU. We will wait to hear the results, let us know the outcome once you have any update.

Best regards

Jean O.

Intel Customer Support Technician

[Jean_Intel]

Hello Dj96,

We want to let you check with you to see if you have been able to test the highlights features after reinstalling the Arc Control Software.

Best regards

Jean O.

Intel Customer Support Technician

[Dj96]

Hello Jean,

Unfortunately wasn’t able to capture some hilights due to work and R6S servers issue.
I updated to the latest driver (clean install after DDU), I reinstalled Arc Control also.
I’ll definitely try a capture on Sunday.

Regards,
Dj96

[rasimorrison]

Here is the solution of your problem

If you're unable to open MP4 files in Hilights, try the following solutions. First, ensure that Hilights supports MP4 files by checking the official documentation or support resources. If MP4 is a supported format, update Hilights to the latest version to benefit from any bug fixes or improvements. Additionally, check if the MP4 files are not corrupted and can be played using other media players. If the issue persists, consider reinstalling Hilights, as this may resolve any software-related problems. If none of these steps work, reach out to Hilights' support for further assistance or to report the issue.

[Jean_Intel]

Hello Dj96,

We are following up on your thread once again to confirm if you have been able to test the highlights feature after reinstalling the Arc Control Software. Let us know if you have any new information.

Best regards

Jean O.

Intel Customer Support Technician

[Jean_Intel]

Hello Dj96,

Since we have not heard from you, we will proceed to close this thread. If you have any other questions, you should submit a new question, as this thread will no longer be monitored.

Best regards

Jean O.

Intel Customer Support Technician