Video Freeze

[Newmans]

Hi, I have a somewhat unusual issue.
Only when watching Netflix — regardless of the browser or the desktop app — after a random amount of time (it can be 5 minutes or even 2 hours), the video freezes while the audio continues to play.
Restarting the browser or the app temporarily fixes the issue, but it comes back fairly quickly.

Laptop model: Yoga Pro 7 14IAH10
There is no dedicated GPU; the CPU is:
Intel® Core™ Ultra 9 285H

I think it’s clear that Netflix itself is not the problem here.
When I disable “Use hardware acceleration when available” in Google Chrome (or any other browser), the issue does not occur, but the video quality drops significantly.

All drivers are fully up to date.
Lenovo claims the issue is not on their side. I find it hard to believe this is a Windows 11 issue, and even harder to believe it’s a Netflix-specific problem.
That leaves the CPU / integrated graphics as the only remaining suspect.

Has this issue been reported before with Intel Core Ultra processors or Intel integrated graphics, and is there a known fix or workaround (driver, firmware, or configuration) that resolves video freezing issues with hardware acceleration enabled?

Any guidance or troubleshooting steps would be greatly appreciated.

[PatrickV_Intel]

Hi Newmans,

Thank you for reaching out to the Intel Community Forum. To assist us in investigating the issue, please provide the following details:

• When did you first notice the issue? Did it occur before or after updating the drivers or performing a Windows update?
• Aside from disabling “Use hardware acceleration when available,” what other troubleshooting steps have you tried so far to resolve the issue?
• Also, besides Google Chrome, are any other browsers experiencing the same problem?

Additionally, please generate and share the System Support Utility (SSU) logs from your system.

Please refer to this link for the steps: How to get the Intel® System Support Utility Logs on Windows*

If you have any questions, please let us know. Thank you.

Best regards,  

Patrick V.  

Intel Customer Support Technician 

[Newmans]

Hi Patrick,

Thank you for trying helping me! 

I attached the results of your utility support.

• About a week after I purchased the laptop. It happened before, and continued even after I updated everything.
• Aside from disabling “Use hardware acceleration when available,” what other troubleshooting steps have you tried so far to resolve the issue? I tested it on other devices, everything worked fine there. I tried Firefox browser, I tried changing the battery mode, I tried WiFi vs 4G with my phone.
• Yes. Brave and Firefox.

I'm considering installing dualboot archlinux os, maybe on linux it will work becuase the drivers there are completly different. also video decoders.

what do you think?

Thank you again

Newman H.

[PatrickV_Intel]

Hi Newmans,

I wanted to check if you had the chance to review the questions I posted. Please let me know at your earliest convenience so that we can determine the best course of action to resolve this matter. 

Best regards,

Patrick V.

Intel Customer Support Technician

[PatrickV_Intel]

Hi Newmans,

Thank you for providing the requested information. Can you try performing these steps and let me know the outcome?

1. Reinstall the device driver.
   1. In the search box on the taskbar, enter device manager, then select Device Manager.
   2. Right-click (or press and hold) the name of the device, and select Uninstall.
   3. Restart your PC.
   4. Windows will attempt to reinstall the driver.
2. If using a browser to stream videos, try the following steps.
   1. Update the browser version. This may vary depending on the browser installed on the computer.
   2. Disable browser extensions that may be causing conflict.
   3. If two memory modules are installed in the system, try one at a time and make sure that the module is properly seated.

Once done, kindly let me know if issue persists.

Best regards,  

Patrick V.

Intel Customer Support Technician 

[Newmans]

Hi,

There is no option for delete to the device itself

My chrome is without any extensions, and it is up to date. Same for brave and firefox.

[KentRusselP_Intel]

Hi Newmans,

Thanks for getting back! Please try to do a clean installation of your ⁠OEM Graphics Driver using Display Driver Uninstaller (DDU). Here is a link for your reference: How to Use the Display Driver Uninstaller (DDU) to Uninstall a...

If you have any questions or need further clarification, please don’t hesitate to reach out.

Best Regards,

Kent Russel P.

Intel Customer Support Technician

[KentRusselP_Intel]

Hi Newmans,

I just wanted to follow up and check if you’ve had a chance to review the information I shared previously. Your feedback is important, and I’d appreciate it if you could share your thoughts at your earliest convenience.

If you have any questions or need further clarification, please don’t hesitate to reach out.

Best Regards,

Kent Russel P.

Intel Customer Support Technician

[KentRusselP_Intel]

Hi Newmans,

Since I have not received a response, I will be closing this inquiry for now. If you need further assistance or have any additional questions, please submit a new request. Please note that once closed, this thread will no longer be monitored.

Best regards,

Kent Russel P.

Intel Customer Support Technician