Audio dropouts Netflix streaming when NUC set to 4K resolution

[WReib]

I own a NUC7i7BNH with 16 GB RAM (two sticks x 8 GB) Windows 10 64 bit. I'm having audio dropout issues with Netflix streaming (streaming Amazon Prime/YouTube/playing MKV and M2TS files with Atmos, DTS-HD MA, bit streamed to the Denon no problem even while the NUC is set to 3840 x 2160 24 Hz). I have tried it both with the Netflix Windows app and streaming from the Netflix site within the Edge browser but the audio dropouts occur with both.

Sometimes rebooting the NUC will help for a while, other times it doesn't help. I've also tried restarting my Denon A/V receiver but that hasn't helped. I've never seen any kind of video issue and our internet speeds are fast (e.g., 56 Mbps). I've also tried uninstalling the audio drivers and Netflix app and let them re-download and install but that hasn't helped.

The NUC7i7BNH is connected to my Denon X6300H A/V receiver (HDMI 2.0a/HDCP 2.2) with a KalebDirekt 4K@60Hz HDMI cable, the Denon is connected to my Epson 5040UB projector which accepts 4K HDCP 2.2 signals. I also tried another 4K cable between the NUC and Denon but it didn't change anything.

What I diagnosed myself is I'm only having the audio dropout problem when the NUC is set to 3840 x 2160 24 Hz resolution. If I set the NUC to 1920 x 1080 24 Hz resolution I don't have any problems with audio from Netflix streaming (but then I also don't the 4K signal available on a lot of Netflix programming). The audio dropouts typically happen multiple times a minute (e.g., 6) sometimes twice in a row very fast. I get them whether the Netflix programming is HD 5.1, 4K UHD 5.1, 4K UHD Atmos. I use 24 Hz because it plays well with my Epson.

Per reading on this forum I tried a Tuwejia USB-C to HDMI adapter connected to the Thunderbolt port. That was a train wreck. Netflix sometimes wouldn't play and give an error code, it would freeze up and when it would play I'd get stuttering and/or audio dropouts.

I have the Intel Support app installed on my NUC and run it and Windows updates frequently. Both indicate I'm fully up to date. But I did run and attach the Intel utility output that I've read you like to see to diagnose.

What's the difference between the Intel Display Audio and Realtek HD Audio drivers? why two?

[Wanner_G_Intel]

Hello WReib,

Thank you for posting on this Intel Community.

According to the report attached to this thread, you are running the graphics driver version 24.20.100.6194. Try installing the latest driver version available for your unit so far: 

Version: 24.20.100.6286

Also, use the HDMI Firmware Update Tool to update the HDMI* firmware of your unit:

HDMI Firmware Update Tool for NUC7i3BN, NUC7i5BN, NUC7i7BN, NUC6CAY

Instructions - PDF

Please let us know if the issue persists.

Wanner G.

Intel Customer Support Technician

A Contingent Worker at Intel

[WReib]

According to the Intel update utility installed on my NUC I already have all of the latest Intel drivers. How do I get Windows to let me install the driver you specify which apparently isn't approved by Windows? I'll look into the HDMI Firmware Update Tool thanks.

Also, why are there two audio drivers (Intel Display Audio and Realtek HD Audio)? How do they differ?

[Wanner_G_Intel]

Hello WReib,

Thank you for your response.

Driver version 24.20.100.6286 is the latest version validated/tested for your unit.

Please follow these steps to install this driver:

1. Download the graphics driver from Download Center.

2. Unzip the file to a designated location or folder.

3. Open Device Manager: Right-click Windows Start icon.

4. Click Yes when prompted for permission from User Account Control.

5. Expand the Display adapters section.

6. Right-click the Intel® graphics entry and select Update Driver Software.

Note: If a Intel® Graphics Driver wasn't installed, the graphics entry may be Microsoft Basic Display Adapter*.

7. Click Browse my computer for driver software.

8. Click Let me pick from a list of device drivers on my computer.

9. Click Have Disk.

10. Click Browse and select the directory where the driver files are located.

11. Click OK, and finally click Next. Drivers are now being installed.

12. Restart your computer.

To verify your driver installation was successful:

1. Double-click the installed Display Adapter.

2. Click the Driver tab.

3. Verify the Driver Version and Driver Date are correct.

In addition, the Intel® HD Graphics driver includes the Intel® Display Audio driver, which is needed for HDMI audio output. Realtek* High Definition Audio driver is needed when connecting a microphone or headset to the audio jack.

If you would like to report issues with the Intel® Driver & Support Assistant, we recommend submitting a new question to better assist you.

Wanner G.

Intel Customer Support Technician

A Contingent Worker at Intel

[WReib]

Updated the graphics driver to version you specified. Also attempted the HDMI firmware update but it's already at version 1.72 (see attached screen print). I"m attaching updated SSU output.

I restarted the NUC and within 1 minute of streaming from the Netflix Windows app I experienced audio dropouts.

Is this driver appropriate to install?: https://downloadcenter.intel.com/download/28991/Intel-Graphics-Windows-10-DCH-Drivers?product=88358

Updating the graphics driver also updates Intel Display Audio to the latest? Because I'm only have audio issues, no issues with video at all.

Other suggestions?

[WReib]

It would only let me attach one file. Here's the SSU output.

[Wanner_G_Intel]

Hello WReib,

Please review these recommendations and let us know if the issue persits:

1. Are you using the latest firmware update for your AV Receiver?

https://firmware.denon.eu/

http://manuals.denon.com/AVRX6300H/NA/EN/GFNFSYldiskxse.php

Note: This link is being offered for your convenience and should not be viewed as an endorsement by Intel of the content, products, or services offered there.

2. Please check the Home Theater PC Setup Example as an example to configure your setup.

Wanner G.

Intel Customer Support Technician

A Contingent Worker at Intel

[WReib]

The Denon firmware is up to date (I have auto updates turned on but checked for you anyway see attachments). I also read your HTPC setup example and am following it.

[WReib]

posted a file.

[Wanner_G_Intel]

Hello WReib,

Thank you for checking the firmware version of your AV Receiver. 

We will continue investigating this problem further and post an update as soon as possible. 

We have one more observation. Does this problem occur if you use other refresh rates? (50Hz, 60Hz). We know that 24Hz refresh rate works well with your projector, but we would like to know if you can test this configuration instead.

Wanner G.

Intel Customer Support Technician

A Contingent Worker at Intel

[Wanner_G_Intel]

Hello WReib,

If you need further assistance, please let us know.

Wanner G.

Intel Customer Support Technician

A Contingent Worker at Intel

[WReib]

Yes I need further assistance because I'm still getting audio dropouts from Netflix streaming.

[Wanner_G_Intel]

Hello WReib,

Does this problem occur if you use other refresh rates? (50Hz, 60Hz)?

Wanner G.

Intel Customer Support Technician

A Contingent Worker at Intel

[WReib]

Yes

[Wanner_G_Intel]

Hello WReib,

Thank you for your response.

We will do further research and update this thread soon.

Wanner G.

Intel Customer Support Technician

A Contingent Worker at Intel

[Ronny_G_Intel]

Hi WReib,

Have you tried the NUC directly connected to the TV? I just want to rule out any other device that may be causing the issue. I have the same NUC model, same operating system and no AVR and I just tested Youtube at 4K resolution and I had no issues at all.

Let me know if you are okay to try this and the results.

Thanks,

Ronny G

Intel Technical Support

[WReib]

I only have issues with Netflix streaming with audio dropouts, no issue with YouTube or Amazon Prime streaming. My display device is a projector that has no audio capability so I have to go through my Denon A/V receiver.

[Ronny_G_Intel]

Hi WReib,

I just tried this with Netflix* and I had no issues but I tried it at the lab and for a short period of time and I had my test NUC connected directly to a TV.

If this issue is only happening when using Netflix*, I have to ask if you have contacted Netflix technical support? I did a quick search and found a similar article to what you described, see here: https://help.netflix.com/en/node/9820, the article recommendation is to reach out to Netflix support.

Regards,

Ronny G

[WReib]

Yes I saw that link awhile ago and contacted Netflix but they weren't helpful at all. What should give insight into my issue with Netflix and the NUC is I get NO audio dropouts with Netflix when my NUC Is set to 1080p, only when it is set to 2160p (it doesn't matter if the specific Netflix programming I'm watching is 1080p HD or 4K UHD when the NUC is set to 2160p I get intermittent audio dropouts).

[Ronny_G_Intel]

I just tried 4K content on Netflix* for a couple of hours and had no issues, I am going to test it again for a longer period of time during the weekend.

I also consulted about this issue with other peers and the recommendation was to check cables so I was pointed out to look into the following website: https://www.intel.com/content/www/us/en/support/articles/000029357/mini-pcs.html

Would you mind checking on the quality of the cable that you are using? There are also some other tips that may be good to check on the same URL.

Regards,

Ronny G

[WReib]

That was the very first thing I tried. I already had a very high quality 4K premium certified HDMI cable running between my NUC and the Denon but bought a different brand high quality 4K cable premium certified, made no difference at all. I've never seen any kind of video problem, the problem is strictly audio dropouts with Netflix streaming when the NUC is set to 3840 x 2160 resolution. The problem does not happen when the NUC Is set to 1920 x 1080 resolution.