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TheKhemist
Beginner
392 Views

NUC8i3CYSM - Netflix 4k Playback Not Working!

Hi 

 

I have been trying to get 4k Playback with Neflix to work over 7 months with my NUC8i3CYSM.

 

To start with 4k option would show up in Netflix and would start but crash the computer needing a power reset to get back to windows.

Neflix have said they have disabled 4k playback on the device id now and have said it is your fault.

 

I have updated all drivers and bios's available and spent well over 16 hours in chat or on the phone with Netflix. 

 

Can this be fixed or should I just give up? 

 

This will probably be the last Intel NUC I buy with this problem and the problems with my NUC8i5BEH also having issues for months one end!

 

Lets hope another manufacture make an AMD equivalent to NUc very soon!

0 Kudos
7 Replies
David_V_Intel
Employee
84 Views

Hello TheKhemist,

 

Thank you for posting on the Intel ® communities.

 

I would like to know exactly what you mean when you mention the system crashes, does it just freeze or perhaps there is an error message? Also, I would like to share this with you, please check the details:

 

https://www.intel.com/content/www/us/en/support/articles/000029357.html

 

Also, please provide me with an System Support Utility report, this report can be generated from our tool, you can refer to the link below so you can download it: 

 

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

 

Make sure to attach the created report to this thread.

 

 

Regards,

David V

 

Intel Customer Support Technician

Under Contract to Intel Corporation

David_V_Intel
Employee
84 Views

Hello TheKhemist,

 

Were you able to check my previous post? 

 

Please provide me with the information requested.

 

 

Regards,

David V

 

Intel Customer Support Technician

Under Contract to Intel Corporation

David_V_Intel
Employee
84 Views

Hello TheKhemist,

 

Please contact us if you have any additional questions.

 

 

Regards,

David V

 

Intel Customer Support Technician

Under Contract to Intel Corporation

TheKhemist
Beginner
84 Views

Hi

 

This is first time in ages to sit down a look at this problem.

 

Please find attached the report you asked for.

 

Open the Netflix app select a 4K video to watch the video will start to play then after 10 - 30 seconds in will freeze either with a frame from with video or a black screen.

The sound will continue for a few seconds then lock the machine up completely.

The only way to get back to windows is to hold the power button and restart then Nuc.

 

David_V_Intel
Employee
84 Views

Hello TheKhemist,

 

Thank you for your response.

 

I was checking the report and I can see that the driver is not up to date. Please refer to the link below for the latest graphics driver:

 

https://downloadcenter.intel.com/download/28065/Radeon-540-Graphics-Driver-for-NUC8i3CYSM-NUC8i3CYSN...

 

After downloading, follow the steps below:

 

1 - Disconnect system from the internet.

2 - Open device manager, display adapters, right-click on Radeon* and uninstall. 

3 - Repeat step 2 until only Microsoft Basic Display Adapter is shown, restart the computer.

4 - Install the previously downloaded driver. 

5 - Restart the computer once more and reconnect to the internet.

 

Test the system afterwards and check to see if the issue persists.

 

 

David V

 

Intel Customer Support Technician

A Contingent Worker at Intel

David_V_Intel
Employee
84 Views

Hello TheKhemist,

 

Were you able to check my previous post?

 

Please let me know if the suggestion works or if you need more assistance.

 

 

David V

 

Intel Customer Support Technician

A Contingent Worker at Intel

David_V_Intel
Employee
84 Views

Hello TheKhemist,

 

Please contact us if you have any additional questions.

 

 

David V

 

Intel Customer Support Technician

A Contingent Worker at Intel

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