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SPatw1
Beginner
4,843 Views

Issues with SGX and PowerDVD

Hey folks. I've been chasing an issue with being able to play UHD blu-rays on an EVGA Z370 Classified K with Cyberlink PowerDVD (18 in my case). The Cyberlink UHD Advisor tool consistently fails on the Intel SGX and Intel ME pieces. I have active cases open with Cyberlink as well as EVGA regarding the issue and have been going back and forth between both entities with little success in trying to resolve the issue. There are several Intel Communities forum posts regarding this issue:

Cyberlink at one point pointed me to the following Design Center utility:

https://designintools.intel.com/SGX_Functional_Validation_Tool_p/iot03.htm Intel(R) SGX Functional Validation Tool for Skylake & Kabylake Platforms

however it appears you need a Premium account to access that software. In its stead they provided me with what looks to be a custom built SGX validation check tool that also fails to pass their check but does provide additional details on the issue. The specific error seen is:

error: Value of: ret

Actual: -394182655

Expected: ( ((0x0) << 30) | ((0x2) << 28) | ((0x88) << 20) | ((0x000) << 8) | ((0x00)))

Per other forum posts I've gone ahead and uploaded the normally requested SSU.

I've tried unreasonable levels of troubleshooting on this issue including multiple BIOS versions, previous releases of Windows 10, various versions of the SGX and ME drivers and software, and pretty much every permutation inbetween.

I know my HDMI cable and TV are compatible because my previous HTPC setup was a Gigabyte Z170X-Gaming 7 that played UHD disks just fine til the board died(well it still works but is flaky).

Under my current test I am plugged directly into the onboard HDMI port, and ensure that the Nvidia card is disabled while testing.

At this point I'd appreciate any direction offered by Intel or seasoned Intel Community members. I'd love to get ahold of that Intel-provided SGX Validation tool but I'm not sure if that will be possible as an end-consumer.

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13 Replies
idata
Community Manager
1,229 Views

Hello dagdg,

 

 

Thank you for joining this community; it will be more than a pleasure to assist you.

 

 

In this case, we really appreciate the time that you took in order to gather all of the inconveniences that you experienced with Intel® Software Guard Extensions (Intel® SGX).

 

We will perform further research based on the report that you attached to us.

 

As well please provide us with the necessary information as follows on this link:

 

/thread/77761 https://communities.intel.com/thread/77761

 

I hope to hear from you soon.

 

 

Regards,

 

Diego S.

 

SPatw1
Beginner
1,229 Views

Category

Questions

Answers (N/A if not applicable)

Description

Provide a detailed description of the issue

When trying to play an UltraHD Blu-Ray on Cyberlink PowerDVD 17 or PowerDVD 18 on Windows 10 the program fails stating that Intel SGX extensions are not available. The Cyberlink UltraHD Blu-Ray Advisor program also reports that Intel SGX and Intel ME components are not available.

This is despite SGX being set to "Enabled" in the BIOS along with the latest Intel ME components installed as provided by the motherboard manufacturer. The SGX driver and software are automatically installed by Windows Update and the AESM service was verified to be running.

Please place an X to the right of the option showing how often you see this issue using specific steps. (Ex: 'Every few times a game is started it flickers.' <- This would be "Often")<p> 

Always

Hardware (HW)

Brand and Model of the system.

Processor: Intel i3-8300

Motherboard: EVGA Z370 Classified K

Hybrid or switchable graphics system?

 

ie Does it have AMD or NV graphics too?

N/A

Make and model of any Displays that are used to see the issue (see note2 below). 

LFP = Local Flat Panel (Laptop panel)

 

<span style="font-style: inherit; font-size: 13.3333px; ...
idata
Community Manager
1,229 Views

Hello dagdg,

 

Thank you for your response.

 

We'll investigate further in this case.

 

This may cause a little delay between our answers; I will reach you back as soon as possible.

 

Regards,

 

Diego S.

 

SPatw1
Beginner
1,229 Views

Thanks Diego. I'm also attaching a copy of the SGX event logs which contain some concerning error messages just in case.

GBerr
Beginner
1,229 Views

Hello. Just FYI, I'm having similar issues. Microsoft or Intel (or both) broke something. I can't say exactly where but my UHD rig is broken too. I've resorting to an Oppo standalone player and...other methods...for viewing my discs. Very frustrating.

SPatw1
Beginner
1,229 Views

Maybe. Unfortunately the nature of the technology makes it difficult to troubleshoot as a consumer. By a stretch based on the errors I'm seeing in the event log I *think* it might have to do with some "approved platform" list the service tries to reach out to, but again that's heavy speculation without much to go on. All I can do is cat herd this mess til one of the vendors involved gives a resolution.

idata
Community Manager
1,229 Views

Hello Gary_Berry,

 

Thank you for posting your inquiry; it will be more than a pleasure to assist you.

 

We are currently working on the issue replication in order to try to find the culprit of the problem.

 

In the meantime, please go ahead and provide us with the .txt file that the System Support Utility will generate. To attach a file, you must click the "Attach" option on the bottom right-hand corner of the response box.

 

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

 

As well please provide us with the necessary information as follows on this link:

 

https://communities.intel.com/thread/77761 https://communities.intel.com/thread/77761

 

I hope to hear from you soon.

 

 

Regards,

 

Diego S.

 

 

idata
Community Manager
1,229 Views

Hello dagdg,

 

Thank you for your patience.

 

In this case, based on your last post, we noticed that in the Hybrid or switchable graphics system field from the last report that you attached, you did not specify that you have a NVIDIA* GeForce GTX 1050 card, as it is revealed on the SSU report from your first post.

 

Can you check if there is any other component that might be missing between both reports?

 

In the meantime, we strongly recommend the following:

 

-Clean installation of OS.

 

- Removing the NVIDIA® graphics card, and then complete the installation of the OS and the necessary drivers for your system, including the latest Intel® graphics driver:

 

https://downloadcenter.intel.com/download/27894/Intel-Graphics-Driver-for-Windows-10?product=129942 https://downloadcenter.intel.com/download/27894/Intel-Graphics-Driver-for-Windows-10?product=129942

 

Please perform a manual installation:

 

https://www.intel.com/content/www/us/en/support/articles/000005629/graphics-drivers.html https://www.intel.com/content/www/us/en/support/articles/000005629/graphics-drivers.html

 

- Installing the Intel® management engine driver, then the Intel® SGX driver and then graphics driver (contact the motherboard manufacturer to install them)

 

-Test the UHD blu-ray* content.

 

Please let us know the outcome; I hope to hear from you soon.

 

Regards,

 

Diego S.

 

SPatw1
Beginner
1,229 Views

Apologies Diego for omitting that, I had thought the hybrid/switchable referred to something like Nvidia Optimus for laptops or similar. Based on the steps I've already taken I don't think removing the Nvidia card will make a difference but for the sake of troubleshooting I'll go ahead and follow that path and report back with the results.

There should not be any difference in components between the two reports.

Sam

idata
Community Manager
1,229 Views

Hello dagdg,

 

Thank you for response.

 

I totally understand.

 

In this case the troubleshooting steps that I shared on the last post were reported as a fix for the issue from another community peer that was experiencing the same problem.

 

You can take a look to the actual thread here:

 

https://communities.intel.com/message/560682# 560682 https://communities.intel.com/message/560682# 560682

 

I will wait for the outcome; I hope to hear from you soon.

 

Regards,

 

Diego S.

 

SPatw1
Beginner
1,229 Views

Hello Diego. I followed the steps as requested and wound up with the same results. I've attached a fresh SSU and the output of the SGX/Admin and SGX/Diagnostic event logs for reference.

Looking at the diagnostic log along with the errors in the admin log it looks like the AESM service is starting up as expected and reaching out to a web resource via HTTP(I assume an Intel-related resource) but receiving the following error:

AESMService: EPID Provisioning protocol error reported by Backend (9)

The only reference I can find from searching around for this error is a reference to a:

SE_PRS_PROV_ATTEST_KEY_TCB_OUT_OF_DATE

error but that's about all I can find.

These are the same errors as I was seeing with the Nvidia card installed.

idata
Community Manager
1,229 Views

Hello dagdg,

 

Thank you for your response.

 

We are currently investigating further the issue that you reported as the troubleshooting steps that we shared did not have a positive impact in your system.

 

I will reach you back as soon as we have an answer.

 

 

I hope this helps.

 

Regards,

 

Diego S.

 

SPatw1
Beginner
1,229 Views

EVGA just released BIOS version 1.08 for the Z370 Classified K:

https://forums.evga.com/Latest-108109-BIOS-Updates-for-Z370-m2849316.aspx https://forums.evga.com/Latest-108109-BIOS-Updates-for-Z370-m2849316.aspx

which after flashing with resolved the SGX issue. Thanks for the help of all involved!

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