Firefox and Amazon Prime Issues

[JCahow]

Recently I have been experiencing issues on my NUC when in Firefox browsing Amazon Prime under Windows 10. When I try to go backup a screen the video goes black and I have to switch the TV to another HDMI input and then back again to get my video display back. The last time I ran the Intel update it updated the NUC BIOS and the Graphics driver. I do not remember having this problem before that and this is the only situation I have seen it happen and it is recreatable. I am running the latest NUC BIOS, Graphics driver, and Firefox build and it is really annoying.

[AlHill]

Have you contacted Amazon regarding this?

Have you tried another browser?

What is the model number of your NUC?

What version of Windows 10 are you using? 1903?

Doc

[JCahow]

I was just trying to see if this was a known issue like my last question before I got into the details.

I have not contacted Amazon yet as I think it is a Graphics Driver issue but it is localized to Amazon Prime as far as I can tell (it used to work).

I have the exact same issue using Microsoft's Edge browser (I do not have any other browsers currently installed).

This is happening on a NUC8i5BEH.

I am running Windows 10 1903 Build 18362.418, BIOS 74, Graphics Driver 6912 which should all be the latest available.

I do have an older first generation NUC that does not exhibit this issue but it is using a completely different BIOS, Graphics Driver, VGA instead of HDMI connection).

[AlHill]

Or, it could just be a problem with Amazon. They are not infallible, you know.

You can try the latest DCH driver to see if the problem is still present:

https://downloadcenter.intel.com/download/29113/Intel-Graphics-Windows-10-DCH-Drivers?v=t

Doc

[JCahow]

My original goal was not to access blame but to try to set if others were having the same problem. It seems to have started after installing a bunch of Intel updates but they might not be the cause at all. It might very well be something Amazon is doing on Prime Video or some interaction with an Intel driver. If I am the only one experiencing the issue then it will probably have to go away by itself....................

[AlHill]

Try the DCH driver. It could be a driver problem. It could be an amazon problem. And, high on my list, it could be a Microsoft problem as they have recently CREATED intel driver issues.

Doc

[AlHill]

Please report back with your findings using the DCH driver. Also, tell us about this video - what type of video is it? Does it have copy protection? Does your monitor support HDCP?

Doc

[JCahow]

I will try the DCH driver. I am sending the video output from the NUC over HDMI to a 32” Samsung 1080p TV. The videos themselves are just random movies from Amazon Prime.

[JCahow]

Tried the DCH driver and there was no change, still losing HDMI video when hitting back broser button in Amazon Prime.

[AlHill]

Download, run, and attach (using the paperclip) the results of this utility:

https://downloadcenter.intel.com/download/25293/Intel-System-Support-Utility

Then, an Intel support engineer can assist you.

Doc

[AndrewG_Intel]

Hello JCahow,

Thank you for posting on the Intel® communities.

We would like to know if you were able to run the utility recommended by Al.Hill.

Also, could you please provide detailed steps or a video on how to reproduce the issue?

Andrew G.

Intel Customer Support Technician

A Contingent Worker at Intel

[AndrewG_Intel]

Hello JCahow,

We have not heard back from you, so we will close this inquiry. If you need further assistance, please post a new question.

Andrew G.

Intel Customer Support Technician

A Contingent Worker at Intel