NETFLIX4k on NUC815INH

[DanTouitou]

Hi, 

Every time that I try to play Netflix 4K video (either from the app or from Edge) the picture turns black after playing for a couple of seconds and then green. 

I have reinstalled Windows 10. Installed  the latest  Radeon 540X driver from AMD without any success. 

Any additional advice?

Thanks. 

dan 

[Alberto_Sykes]

DanTouitou, Thank you for posting in the Intel® Communities Support.

In reference to your inquiry, we recommend to install the Intel® Graphics drivers from our web site, so please uninstall the current Graphics driver from "Device Manager" and install the one showing in the link below:

https://downloadcenter.intel.com/download/29104/Radeon-540X-Graphics-Driver-for-Windows-10-for-NUC8i7INH-NUC8i5INH?product=192402

https://www.intel.com/content/www/us/en/support/articles/000005598/graphics.html

Also, please update the BIOS to version 0038 which is the latest:

https://downloadcenter.intel.com/download/29743/BIOS-Update-INWHL357-?product=192402

You mentioned that the problem happens when using Edge, did you test other browsers like Chrome, Firefox, Internet Explorer?

Just for testing purposes, if you run a video in 4K on youtube, is the problem the same?

Did you test a different resolution on Netflix?

After trying all the troubleshooting steps above, if the problem persists, please provide the SSU report:

https://downloadcenter.intel.com/download/25293/Intel-System-Support-Utility-for-Windows-?product=91600

If it is possible, could you please provide a video of the issue so we can have a better understanding of the problem?

Any questions, please let me know.

Regards,

Albert R.

Intel Customer Support Technician

A Contingent Worker at Intel

[DanTouitou]

Thanks Alberto for your prompt response. 

Following your instructions I installed the bios and the graphic driver. Please note that the link provided for the graphic driver is for  downloading  the instruction file which refers to AMD website. 

Problem persist.  Netflix 4K doesn't play either in the app or in Edge browser. (Chrome and Firefox are not in general capable to play Neflix  4K due to DRM issues. ) 

Other 4K movies (youtube etc) can be played. 

Per your request I am attaching a video of the problem and the SSU report 

Thanks! 

[Alberto_Sykes]

DanTouitou, You are very welcome, thank you very much for providing that information and for the video.

We will do further research in this matter, as soon as I get any updates I will post all the details on this thread.

Regards,

Albert R.

Intel Customer Support Technician

A Contingent Worker at Intel 

[Alberto_Sykes]

DanTouitou, I just received an update on this matter.

After checking the video we noticed a lot of gadgets connected to the NUC.

By any chance, for testing purposes, do you have the option to disconnect all of those devices and have the Intel® NUC connected directly to the TV? We just want to confirm if using the Intel® NUC connected directly to the TV shows the same behavior.

Regards,

Albert R.

Intel Customer Support Technician

A Contingent Worker at Intel

[DanTouitou]

Hi Albert, 

All the "gadgets" you see in the video belong to a different setup and are not connected to the NUC in any way. The NUC is already connected directly to the TV through its HDMI interface. 

Thanks, 

dan

[Alberto_Sykes]

Hi DanTouitou, Thank you very much for clarifying those details.

We will continue with our research on this matter, once I get any more updates I will post them on this thread.

Regards,

Albert R.

Intel Customer Support Technician

A Contingent Worker at Intel

[Alberto_Sykes]

Hello Hi DanTouitou, I just received an update on this matter.

After doing further research on this matter, we came to the conclusion that the Intel® NUC might be defective, there might be a hardware problem with the Radeon graphics. So, the next thing to do in this case will be to replace the unit.

To replace the Intel® NUC there are 2 options, you can either get in contact directly with the place of purchase and check with them which are the warranty options they have available for you or, we can replace it for you, keep in mind that the Intel® NUC has 3 years of warranty. Please let us know which option do you prefer so we can further assist you with this process.

Regards,

Albert R.

Intel Customer Support Technician

A Contingent Worker at Intel

[DanTouitou]

Hi Albert, 

Thanks for the offer.  I would prefer if you could replace it for me. Could you please provide me with instructions on how to proceed? 

Many thanks, 

dan

[Alberto_Sykes]

Hi DanTouitou, You are very welcome, thank you very much for your response.

Sure, I will send you an email requesting personal information in order for us to be able to replace the Intel® NUC for you. 

Please verify your inbox.

Regards,

Albert R.

Intel Customer Support Technician

A Contingent Worker at Intel