Video Playback Issue on Intel Core Ultra 5 (Asus Zenbook 14 OLED)

[naimreza]

Dear Intel Core Ultra 5 Support Team,

I am writing to report a video playback issue with my Asus Zenbook 14 OLED, which is powered by the Intel Core Ultra 5 processor and Intel Evo graphics.

When using PotPlayer or KMPlayer to play videos, the playback begins normally but soon freezes. The screen turns white, and the player becomes unresponsive, displaying a “not responding” message. This issue occurs consistently.

I have tested the same videos with VLC and MPV.net, and they appear to work without this issue. However, I am not very comfortable using those players and would prefer to continue using PotPlayer or KMPlayer if possible.

I would appreciate your guidance on resolving this problem or any suggestions for compatibility adjustments.

Thank you for your assistance.

Sincerely,
Naim Reza

[ArchieD_Intel]

Hi naimreza,

Thank you for reaching out to the Intel Community Forum. To assist us in investigating the issue, please provide the following details:

• When did the issue start? Was it after a specific update?
• Have you used DDU to completely remove all residual drivers and installed a new one?
• Have you tried adjusting the graphics settings?
• Can you please share a sample video of the issue?

Additionally, to gain a comprehensive understanding of your system, please use the System Support Utility (SSU). This tool will generate a text file compiling all your system information. You can follow the instructions at this link and send the text file here. Help Guide for the Intel® System Support Utility.

If you have any questions, please let us know. Thank you.

Best regards,

Archie D.

Intel Customer Support Technician

[naimreza]

@ArchieD_Intel 

I started noticing this issue a short while after playing the video. I have updated my drivers recently, and since then, the problem is occurring not only with PotPlayer but also with VLC. A video link demonstrating the issue is provided below.

Problem video Google Drive link: https://drive.google.com/file/d/1r4O-ZQvFWE1HY-yI62jzpyHkON8bR41U/view?usp=sharing

[ArchieD_Intel]

Hi naimreza,

Thank you for the feedback. To assist you effectively, please answer the previous questions and provide the SSU.

If you have any questions, please let us know. Thank you.

Best regards,

Archie D.

Intel Customer Support Technician

[naimreza]

hello @ArchieD_Intel 

Since purchasing the laptop, KM Player and PotPlayer were not functioning properly, so I had been using VLC Player. However, after the latest update, VLC Player has also stopped working.

To resolve this issue, I performed a clean installation of Windows and reinstalled all necessary software, but the problem still persists.

I have no prior experience with graphics settings, so I haven’t made any changes in that area.

I have recorded a video showing the issue. Due to the file size, I’ve uploaded it to Google Drive and shared the link.

Video link: https://drive.google.com/file/d/1r4O-ZQvFWE1HY-yI62jzpyHkON8bR41U/view?usp=sharing

[ArchieD_Intel]

Hi naimreza,

Thank you for the feedback. To ensure that I will be providing the accurate information, could you please provide us with the SSU (System Support Utility) logs? These logs will help us better understand your system's configuration and any potential issues.

Additionally, if you haven't already done so, I recommend performing a clean driver installation using DDU (Display Driver Uninstaller). This can help resolve any lingering driver-related issues and ensure your graphics software is functioning correctly.

Please let us know if you need any assistance with these steps. We're here to help!

Best regards,

Archie D.

Intel Customer Support Technician

[naimreza]

@ArchieD_IntelI have attached my SSU text file. Could you please confirm if it’s safe to share this file here? If not, please delete after completing your job.

[ArchieD_Intel · Accepted solution]

Hi naimreza,

Thank you for the update. I checked your SSU and saw that the Graphics driver version you're using is 32.0.101.6913. To isolate the issue, please try using the 30.0.101.1660 that can be downloaded from your manufacturer's website.

Additionally, please perform DDU (Display Driver Uninstaller). This can help resolve any lingering driver-related issues and ensure your graphics software is functioning correctly.

SSU typically contain system information, which might include hardware specifications and doesn't have any personal data.

Please let us know if you need any assistance with these steps. We're here to help!

Best regards,

Archie D.

Intel Customer Support Technician

[naimreza]

Thank you @ArchieD_Intel, for your support in resolving the issue. Rolling back to a previous driver version, as you suggested, resolved the problem successfully. However, I would like to know if this implies that future driver updates may continue to cause the same issue, and whether there is a plan to address this in upcoming releases.

[VonM_Intel]

Hello naimreza,

We appreciate your kind words, and I'm glad to hear that rolling back to the previous driver version helped resolve the issue. Your follow-up question is a valid and important one. While rolling back is a helpful short-term solution, it's understandable to be concerned about the stability of future driver updates. Please know that your feedback has been noted and is valuable to our engineering and driver development teams. They continuously work to identify and address compatibility issues in future releases. Although I can't provide a specific timeline, I recommend keeping your system up to date and reviewing the release notes for future driver updates, as they often include details on resolved issues and known limitations. Should a permanent fix be included in an upcoming release, it will be reflected there.

In the meantime, if the issue reoccurs or you need further assistance, please don't hesitate to reach out. We're always here to help.

Best regards,

Von M.

Intel Customer Support Technician

[naimreza]

@VonM_Intel Thank you for your support and the thoughtful response.

 Unfortunately, after a recent automatic update, I am experiencing the same issue once again. I understand that rolling back the driver is a temporary solution, and I appreciate your efforts to address these compatibility concerns.

I will wait for the next update and continue monitoring the release notes for any fixes related to this problem. Thank you for your continued support and dedication to improving driver stability.

[ArchieD_Intel]

Hi naimreza,

Thank you for the feedback. To further assist you with this, please confirm what automatic update you're referring to. Is it via Windows update or you're using the Intel® Driver & Support Assistant?

Best regards,

Archie D.

Intel Customer Support Technician

[naimreza]

After reverting to the old version, I entered MyASUS, where it prompted me to update the software, but I didn't proceed. Besides that, my laptop has the Intel® Driver & Support Assistant installed, so I'm not exactly sure through which one the auto-update happened.

[ArchieD_Intel]

Hi naimreza,

Thank you for the feedback. Please see the article How to Turn Off Specific Update Notifications for the IDSA. For the MyAsus, please contact ASUS.

If you have any questions, please let me know.

Best regards,

Archie D.

Intel Customer Support Technician

[ArchieD_Intel]

Hi naimreza,

I just wanted to follow up to see if you had a chance to review the information I posted. Your feedback at your earliest convenience would be greatly appreciated. Thank you. 

Best regards,

Archie D.

Intel Customer Support Technician

[ArchieD_Intel]

Hi naimreza,

I have not heard back from you so I will close this inquiry now. If you need further assistance, please submit a new question as this thread will no longer be monitored.

Best regards,

Archie D.

Intel Customer Support Technician

[naimreza]

Hello @ArchieD_Intel !

Apologies for my delayed response. I have found that when my laptop is connected to the charger, PotPlayer does not cause any issues. Additionally, if I roll back to the previous version, it works perfectly.

Thank you for your support. You may close this inquiry now.