No Netflix or Amazon Prime in 4k with Intel NUC10i5FNH

[Jeanious]

Hi, I am unable to watch Netflix or Amazon Prime in 4k Resolution on my NUC10i5FNH.

it only goes up to 1080p.

Intel Driver and Support assistant says that all drivers are installed.

I tried multiple monitors an TVs. They all support HDCP 2.2 I am using 4k 60hz and HDCP capable HDMI cabels and Display port cables that support DP1.2.

Youtube and normal movies play fine at 4k. So I ran Ultra HD Bluray Advisor from Cyberlink.

It found multiple problems:

1.Intel SGX not available

2.Intel Managment Engine Software not available

3.HDCP 2.2 not available.

Now that is strange. Monitors and cables do support hdcp 2.2

Intel SGX is enabled in BIOS. 

The Intel Me drivers are installed.

At this point I don't know what to do anymore, or what I am missing.

Please help.

[Sebastian_M_Intel]

Hello Jeanious, 

Thank you for posting on the Intel® communities.   

I understand that you are not able to play 4k content only using these specific platforms, please check the following: 

1. 4K content on these types of platforms might depend on the location and account plan type, have you checked with Amazon* and Netflix* for that? 
2. What browser are you using? According to Netflix's website, Edge is needed for 4K content: https://help.netflix.com/en/node/13444 

Please provide the following information from your system: 

1. Run the Intel® System Support Utility (Intel® SSU) and attach the report generated:  

• Open the application, check the "Everything" box, and click on "Scan" to see the system and device information. By default, Intel® SSU will take you to the "Summary View".   
• Click on the menu where it says "Summary" to change to "Detailed View".   
• To save your scan, click on "Next", then "Save".   
• Use the option under the reply window to attach the report to the thread (Drag and drop here or browse files to attach).  

2. Provide the Report for Intel® Graphics Drivers, follow this link. 

3. Did this feature work before? If yes, did you make any changes before the issue started?  

Regards, 

Sebastian M  

Intel Customer Support Technician  

Links to third-party sites and references to third-party trademarks are provided for convenience and illustrative purposes only. Unless explicitly stated, Intel® is not responsible for the contents of such links, and no third-party endorsement of Intel or any of its products is implied.  

[Jeanious]

Yes, that is correct. I have problems with these platforms in partikular . 

Yes, I checked. I am subscribed to the full 4k package with Netflix. I even confirmed it. I can watch netflix and amazon prime in 4k on my lg smart tv via its internal apps, also i can watch both services in 4k on my xbox one x an ps4 pro.

I tried netflix both, with the Edge Browser and the native windows 10 Store app! Both are said to work, but they just don't on my nuc.

1: Attached you can find the results of Intel SSU

2: Attached you can find the Report for Intel Graphics driver.

3. No, the feature never worked on my Nuc. I even tried formatting and reinstalling. Nothing worked so far.

regards

[Sebastian_M_Intel]

Hello Jeanious,  

Thank you for the information, just for testing, please try the following: 

1. Check if HDR is enabled in Windows*: Open Settings > System > Display > Under the Rearrange your displays, select the monitor you want to enable HDR > Under the "Windows HD Color" section, turn on the Pay HDR games and apps toggle switch. 

2. An HEVC Video Extension must be installed. This enables compatible Windows* 10 devices to play video using the HEVC format in any app, including 4K and Ultra HD content: 

• I'm not seeing Ultra HD 4K titles when I browse Netflix: https://help.netflix.com/en/node/101601  
• HEVC Video Extensions: https://www.microsoft.com/en-us/p/hevc-video-extensions/9nmzlz57r3t7?activetab=pivot:regionofsystemrequirementstab 

3. Make sure that Intel® Software Guard Extensions (SGX) is not being disabled in the BIOS. 

Regards,  

Sebastian M  

Intel Customer Support Technician  

Links to third-party sites and references to third-party trademarks are provided for convenience and illustrative purposes only. Unless explicitly stated, Intel® is not responsible for the contents of such links, and no third-party endorsement of Intel or any of its products is implied.   

[Jeanious]

Hi Sebastian,

1. I have HDR enabled in Windows, when using the Nuc on my LG OLED. It doesn't change anything regarding the 4K though.

2.I bought the HEVC Video Extension first thing, after I installed windows on my NUC. That's not it either...

Is there anyrhing else I am missing or maybe did not install properly?

All this leads me to the conclusion, that it could be an Bug either in the latest Bios Revision for the NuC10 series, or a Bug in the latest Intel Graphic Card drivers....

Do you remeber the Screenshot, I send you in my first post? the one from the "Cyberlink ULTRA HD Bluray Advisor?  It said, that it could not Initialize INTEL SGX although its activated in BIOS!

Further more it said HDCP 2.2 would not be available. Although both Monitor and cables clearly support it. I testet it.

HDCP 2.2 and SGX are essential for Playback of 4k Content from Ultra HD Blurays, Netflix and Amazon!

regards

[Sebastian_M_Intel]

Hello Jeanious,   

Thank you very much for your reply. 

We will proceed to do further investigation about this internally, please kindly wait for a response. 

As soon as we have an update on this, we will post it on the thread. 

Regards,   

Sebastian M   

Intel Customer Support Technician  

[Jeanious]

Thanks for trying to get to the source of my problem.
I will wait for the results of your investigation.

Regards Jeanious

[Ronny_G_Intel]

Hi Jeanious,

I work with Sebastian and I tested an equivalent system running Windows 10* (with no particular configuration other than 3840x2160 resolution) and I ran Netflix* and I searched for 4K content and had no issues playing a few titles. I dont have an Amazon* Prime account available for testing at this time but I can confirm that Netflix worked well for me. The system I tested is also running the latest Firmware and BIOS.   

I would recommend that you check with Netflix support and if everything is well on their side, please give us a call or chat with our Technical Support Service, here is our contact us information: https://www.intel.com/content/www/us/en/support/contact-support.html#@7

Regards,

Ronny G

[Jeanious]

Hello Ronny;

Well there has to be something different with yout rig or intallation, or I have faulty hardware.

It's not Neflix or else Amazon prime would work or ultra HD Blurays. But neither do!

Intel SGX cannot be initiated an No HDR 2.2, athough the monitor supports it.

The Tool I ran, "Cyberlink HD Bluray Advisor" said that..

But why? It recommends to reinstall the hole set of "Intel Management Software Components."

Is there a newer one, than the one I have installed? the only thing I found remotely connected to Intel ME for my NUC was a driver in the Driver package,which is installed.

Or should I update the HDMI Firmware? But that would not explain why it doesnt work with my Monitor which is connected via Display Port...

regards

[Sebastian_M_Intel]

Hello Jeanious,    

Thank you very much for your reply. 

As mentioned, we tested an equivalent system with no different configuration and it works as expected. 

Based on what the steps that we have followed, chances are you have a defective hardware as you also mentioned. Please try to give us a call or chat with our Technical Support Service, here is the contact us page: https://www.intel.com/content/www/us/en/support/contact-support.html. Feel free to reference this post once you reach out to Intel Customer Support. 

Regards,    

Sebastian M    

Intel Customer Support Technician   

[Ronny_G_Intel]

Hi Jeanious,

As mentioned by Sebastian, I would recommend that you reach out to us via Phone or Chat, there is really no special configuration needed for the system to play Netflix* 4K content other than what you already described.

Regards,

Ronny G