Solved: Watching Netflix in Full Screen flickers intermittently - HP Support Community

Vincestar · ‎04-14-2017

Hi,

I have this strange issue where when watching Netflix in either IE11, Edge or Netflix App in full screen mode the display would sometimes flicker or goes black for a few seconds then back to the video. This would happen continuously every 10 second of so during playback.

I had similar issue with watching YouTube video before, but it was resolved by selecting "Use Software Rendering instead of GUP". However this does not seem to have any affect on NetFlix videos.

I did some troubleshooting and discovered that this issue appears to be caused by Intel(R) HD Graphics 530 driver. When disabling the NVIDIA GeForce GTX 950M driver, the issue still appearing. However, when disabling the 530 driver, the issue seems to go away but video became slightly choppy.

The default 530 driver what came with the PC was .4475 and I have since updated to the latest version .4627. Updating the graphic driver did not solve the issue and I also did a full uninstall and reinstallation of the driver.

I have the latest BIOS for this computer F.11 Rev.A

Wondering if anyone have similar issue or offer some additional troubleshooting advice.

Thanks

DavidSMP · ‎04-16-2017

Hi @Vincestar,

I reviewed the post. We have worked as a team to figure out what the cause of the issue is. It is relating to the Microsoft Edge Browser and the Microsoft app. It has nothing to do with the bios or graphics drivers. Brilliant troubleshooting, great effort and splendid diagnosis of the issue to isolate it correctly. Kudos to you for a job well done.:)

Please try these steps.

Reset Microsoft Edge. steps

Reset Microsoft Edge Through Its Settings

Open the “Settings” menu by clicking the three horizontal dots in the upper right corner of the Edge window and choose “Settings.”

Under Clear browsing data, click “Choose what to clear” and then click “Show more.” There are a lot of data types here. Select them all and click “Clear.” Restart your PC and re-open Edge for a clean slate.

Then check again. If it continues,

If you are able to watch in another browser, your current browser may be experiencing an issue with the Silverlight plug-in used by Netflix. If you're unable to watch in multiple browsers, or if you prefer to use your current browser, continue to the next troubleshooting step.

You may be running an outdated version of the Silverlight plug-in, or the plug-in may have become corrupted.

To uninstall the Silverlight plug-in:

Windows 8 or Windows 10

Quit all open browsers - including this window! You may want to print the following steps.
Swipe from the right edge of the screen, then tap Settings. (If you're using a mouse, point to the lower-right corner of the screen, then click Settings.)
Select Control Panel
Underneath Programs, select Uninstall a program.
Locate and select Microsoft Silverlight
Select Uninstall

Then reinstall the latest version of Silverlight from this link and select the option for downloading for windows.

This should do the trick for you. This could work for YouTube also.

If it does not then please use a different browser like Chrome or Firefox and that should do the trick for you. Please let me know how this goes.

It has been amazing working with you considering your profound technical skills. 🙂 Thank you for sharing this platform and giving me the privilege to share it also. 🙂

Trust me I've done everything I can to assist you by keeping your best interest in mind. I hope the unit after repair works great and stays healthy for a long time. 🙂

To simply say thanks, please click the "Thumbs Up" button to give me a Kudos to appreciate my efforts to help.

If this helps, please mark this as “Accepted Solution” as it will help several others with the same issue to get it resolved without hassles. 🙂

Do take care stay healthy, keep smiling big and have a blessed year ahead. 🙂

DavidSMP
I am an HP Employee

View solution in original post

DavidSMP · ‎04-15-2017

Hi @Vincestar,

Thanks for visiting the HP community. A very Good Day to you. Hope you are doing well. I understand that you need assistance regarding display issues while working with Netflix. I’ll be delighted to assist you with this.

You are a valued HP customer and we appreciate you greatly for doing business with HP A commendable diagnosis of the issue was done. Kudos to you for that.

Did this happen after a recent windows or software update? Do you remember?
Have you tried other browsers like Google Chrome or Firefox?

For a start, please try a different browser like Google Chrome or Firefox and check if Netflix works correctly in them.
That way could isolate the issue to the graphics card or the browser.
If it plays fine in Google Chrome or Firefox, then reset the Edge browser and check again. This should do the trick for you.
Otherwise, you could also download the Netflix app from the windows store and install it.
Then check if there are no display issues while playing Netflix videos.

Hope this helps. Let me know how this goes. I genuinely hope the issue gets resolved without hassles and the unit works great. Please reach out for any issues and I'll be there to assist you.

To simply say thanks, please click the "Thumbs Up" button to give me a Kudos to appreciate my efforts to help.

If this helps, please mark this as “Accepted Solution” as it will help several others with the same issue to get it resolved without hassles.

Take care now and have a splendid week ahead.

DavidSMP
I am an HP Employee

Vincestar · ‎04-15-2017

Hi David,

This issue happened when I first got the computer in March. It happened first when watching YouTube videos at full screen then I used a workaround by using software rendering to resolve the issue. Now it is happening when I am watching Netflix.

I just installed Chrome and tested watching NetFlix and I do not see the issue appearing on that browser.

I tried with the NetFlix App and issue is happening there as well. So far it seems like only Chrome is able to handle NetFlix without the flickering. Is there any other way to troubleshoot this issue?

Thanks

Vincent

DavidSMP · ‎04-16-2017

Hi @Vincestar,

I reviewed the post. We have worked as a team to figure out what the cause of the issue is. It is relating to the Microsoft Edge Browser and the Microsoft app. It has nothing to do with the bios or graphics drivers. Brilliant troubleshooting, great effort and splendid diagnosis of the issue to isolate it correctly. Kudos to you for a job well done.:)

Please try these steps.

Reset Microsoft Edge. steps

Reset Microsoft Edge Through Its Settings

Open the “Settings” menu by clicking the three horizontal dots in the upper right corner of the Edge window and choose “Settings.”

Under Clear browsing data, click “Choose what to clear” and then click “Show more.” There are a lot of data types here. Select them all and click “Clear.” Restart your PC and re-open Edge for a clean slate.

Then check again. If it continues,

If you are able to watch in another browser, your current browser may be experiencing an issue with the Silverlight plug-in used by Netflix. If you're unable to watch in multiple browsers, or if you prefer to use your current browser, continue to the next troubleshooting step.

You may be running an outdated version of the Silverlight plug-in, or the plug-in may have become corrupted.

To uninstall the Silverlight plug-in:

Windows 8 or Windows 10

Quit all open browsers - including this window! You may want to print the following steps.
Swipe from the right edge of the screen, then tap Settings. (If you're using a mouse, point to the lower-right corner of the screen, then click Settings.)
Select Control Panel
Underneath Programs, select Uninstall a program.
Locate and select Microsoft Silverlight
Select Uninstall