DRM & HDCP Content Issues

CBund · ‎06-22-2018

Intel NUC6i7KYK

Display: 4K 60Hz

Iris Pro GFX 580 Version: 24.20.100.6025

HDMI Ports & Cables: 2.0 w/ HDCP 2.2

Browser: All of them

Intel HDMI Firmware Updater Version: 0x07_0x20

ISSUE # 1: If I click a movie's page on Amazon Prime, display goes blank every time. Screen shows "No signal detected". It won't display anything again until I Shut Down/Hibernate the NUC. Removing the HDMI cables or turning off TV won't solve problem. I've noticed this only seems to happen on sites with DRM content. A few examples are: https://www.amazon.com/gp/video/detail/B0748NJY1B/ref=pd_cbs_318_2 1, https://www.amazon.com/gp/video/detail/B01IG0E1F0/ref=pd_cbs_318_6 2, and https://www.amazon.com/gp/video/detail/B01LXFBBNV/ref=pd_cbs_318_8 3. Tried GFX update version 24.20.100.6136 and same problem. Currently experimenting with 21.20.16.4860, but it's just as bad so far. It appears the only way to ensure the display doesn't go blank (in FireFox) is to disable the Widevine Plug-in. But then Amazon won't allow movie streaming at all. To watch a film, I must enable DRM/Widevine, Hibernate, Power back up, then the page suddenly works fine until I click away. What leads me to believe this is a NUC graphics issue is that it happens regardless of browser, and only on my 4K display. NUC also completely froze up on YouTube videos a couple times. None of this happens with my 1080p display connected. Nor does it happen when my 4K TV resolution is set to 1080p. Any suggestions? I'm currently awaiting response from Amazon also.

ISSUE # 2: HDCP 2.2 devices not recognized by Amazon (again) at 4K 60Hz. This issue occurs no matter what version graphics firmware I use. But if I decrease the display frequency to 30Hz, HDCP videos suddenly work as they should. And again, they also work fine if I decrease the 4K TV's resolution to 1080/60. I'm hesitant to believe this is proper functioning.

I'm pretty certain the two issues are related through the Pro 580's processing of 4K graphics, but not sure how/why. If anyone knows of other websites with CRM/HDCP 2.2 mandated videos where I can compare to Amazon, I'm all ears. Don't have access to NetFlix though.

--------------EDIT----------------

ADDITIONAL INFO AS PER DAVID's REQUEST FOLLOW BELOW:

Issue # 1 Occurrence: Always (4K settings dependent)

Issue # 2 Occurrence: Always (4K settings dependent)

CPU: Intel i7-6770HQ

Display Model: TCL 55S405 4K LED TV (Single Display Layout)

RAM: 16GB DDR4

HDMI Cable: Twisted Veins High Speed Cable

Hardware Stepping: ~See Attached~

OS: Windows 10 Pro (10.0.16299)

VBIOS: ~See Attached~

AC/DC Adapter: Delta Electronics ADP-120RH D

SSU: ~See Attached~

DxDiag: ~See Attached~

DispDiag: ~See Attached~

Steps To Repro:

1. Have NUC6i7KYK Graphics set to 3840x2160 @ 60Hz and connect to a 4K display

2. Use FireFox (60.0.2) or Microsoft Edge to navigate to Amazon.com

3. Sign-In and navigate to a Prime Movie page with DRM Content (DRM Enabled in Browser)

*For step 3, example links are in "Issue # 1" paragraph above.

**Steps to reproduce "Issue # 2" are the exact same as above. Then on a selected movie's page, attempt to play film.

idata · ‎06-22-2018

Hello CoBu,

I understand that you are currently experiencing issues with online streaming.

I will try to replicate the current problem so we can see if the problem is there or not in different devices. I will need however, some information that you can fill out and post them in this thread. The information that we need you can find it in the link below:

/thread/77761 https://communities.intel.com/thread/77761

Once I have that information I will proceed with the replication so we can both find a solution for your current problem.

Regards,

David V

CBund · ‎06-23-2018

Info edited above.

idata · ‎07-10-2018

Hello CoBu,

Thank you for your patience.

I apologize for the delay. I am still working on this case so we can see if the issue is only your unit or the driver in use. Allow some more time please, I will get back to you as soon as possible.

Regards,

David V

idata · ‎07-16-2018

Hello CoBu,

Thank you for your patience and I apologize for taking so long with this issue.

We have been running tests and diagnostics to see why the issue appears, so far we have no results and I apologize for that. However, we do have a new driver that we can try, please refer to the link below:

https://downloadcenter.intel.com/download/27892/Intel-Graphics-Driver-for-Windows-10?product=88357 https://downloadcenter.intel.com/download/27892/Intel-Graphics-Driver-for-Windows-10?product=88357

Please follow these steps to install the driver:

1 - Unzip the file to a designated location or folder.

2 - Right-click Windows Start icon and open Device Manager.

3 - Click Yes when prompted for permission from User Account Control.

4 - Expand the Display adapters section.

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

6 - Click "Browse my computer for driver software".

7 - Click "Let me pick from a list of device drivers on my computer".

8 - Click "Have Disk".

9 - Click "Browse".

10 - Access the designated location or folder, and access a folder called "Graphics".

11 - Select the .INF file (Setup information).

12 - Click Open, then click OK, and finally click Next. Drivers are now being installed.

13 - Reboot your computer

Once this is completed, check if the issue is still present, let us know so we can continue with the investigation if necessary.

Regards,

David V

idata · ‎07-23-2018

Hello CoBu,

I am following up with your case and see that we have not heard back from you.

Were you able to try the driver provided?

If you need more assistance do not hesitate to reply.

Regards,

David V

CBund · ‎07-23-2018

David,

My apologies; things got hectic and I just now was able to view the past few messages. Didn't know you had linked to a new driver.

I'm no longer able to test out the NUC6i7KYK because I now have a different PC. Should I close this post as "resolved" or would that

mislead anyone with a similar issue hereafter?

idata · ‎07-24-2018

Hello CoBu,

Thank you for your response.

No problem at all. I will proceed to close this request, and if another member needs assistance, even when the issue is similar, we recommend to create a new thread because the equipment and setup may even differ. I will proceed to close this as resolved then.

If you need any more help from us do not hesitate to reply.

Regards,

David V