Netflix App causes Flickering and Blue Screen: VIDEO_TDR_FAILURE

[rafariva]

Hi Capita3000

Same problem than you.,but looks like the problem is specially in tablet mode (Also this laptop heat a lot a lot! 

I think we were scam with this laptop. 

[Riddle_Decipher]

@rafariva if the device is overheating and i need to know if you've done all the steps mentioned in this link: click here to confirm.

And @capita3000 Thank you for the information, I suggest you follow the below steps to resolve the issue:

Enter safe mode:

1. Restart your PC. When you get to the sign-in screen, hold the Shift key down while you select Power > Restart.
2. After your PC restarts to the Choose an option screen, select Troubleshoot > Advanced options > Startup Settings > Restart.
3. After your PC restarts, you'll see a list of options > select 5 or F5 for Safe Mode with Networking.

Re-install Video & Sound card drivers:

1. In Windows, search for and open Device Manager.
2. In the list of devices, expand the component you want to reinstall.
3. Right-click the device and select Uninstall (do the same for both Audio driver & Display Adapters)
4. Click on file and scan for hardware changes (that should automatically reinstall the drivers)

Update your drivers using the HP Support Assistance:

1. In Windows, search for and open HP Support Assistant.
2. The first time you open HP Support Assistant, a Welcome to HP Support Assistant window opens.
3. The welcome window displays various default settings.
4. Click Next to open the My devices window.
5. Click My devices on the top of the HP Support Assistant window, then click Updates in the My PC box.

For more details: Click here

Keep computer and video card adequately cool:

Overheating can cause your video card’s chipset to lock up, so make sure your PC and your video card are adequately cooled.

Hardware Acceleration to none:

Setting the Hardware Acceleration option to None could fix the error. However, by doing so, you might reduce your video card’s functionality and performance.
 

Follow these steps:

1. Click Start
2. Type display in the search results
3. Select Display from the list
4. Go to Change Display Settings
5. Click Advanced Settings
6. Go to Troubleshoot
7. Click Change Settings
8. Drag the Hardware Acceleration slider to None
9. Click OK
10. Restart your computer

Keep us posted,

If you would like to thank us for our efforts to help you, 

Give us a virtual high-five by clicking the 'Thumbs Up' icon below, followed by clicking on the "Accept as solution" on this post, 

Have a great day!

[rafariva]

Hi

I think you havent read ur message...

1) starting with the power configuration windows... it doenst appear like you show...

2) my laptop is brand new, less than 3 weeks.

3) overheating, hard to know, because this laptop its hot because is tiny vents... but i check your post and i dont have the problems its saids..

4) i have done everthing your post recommend (also change to balance the perfomance), and even the part that we should rest power in the graphics card, (with what pourpose? cant this laptop handle graphics card...   if so, we were SCAM about this product!)

5) looks like this happen just in tablet mode. why? i dont know, you are the expert.

6) please, read our post, not just your bots or prefabric answers 

[Riddle_Decipher]

@rafariva I understand your concern, I've gone through your post and suggested only the steps that have been tried and tested to resolve such issues, however, considering your remarks about being scammed among others, I will bring your issue to the attention of an appropriate team within HP.

Although, I'll need some private information from you in order to create a case for you.

Please look for a private message requesting additional information. 

Keep in mind not to publicly post personal information (serial numbers, case details, etc...).

If you are unfamiliar with how the Community's private message capability works, you can learn about that here.

Thank you for visiting the HP Support Community. 

[capita3000]

@Riddle_Decipher

Thank you for your suggestion, but I would like to specify one more time, that after first recognizing this problem, I have completely re-installed whole Windows with all audio and display drivers including were re-installed.

Nevertheless, I tried that, but system keeps asking mine recovery key, which I don't have and have no idea how to get it.

I believe you are on the same page with me, that I am as customer , I am not supposed to entering safe mode's or lowering hardware settings to use my brand new laptop. So from your suggestions to those problem, I understand that you agree that the product(laptop) is not as it should be. 

My question is: are people at HP familiar with problem in general, that new Spectre's does not work as they should?  Or maybe we just need a display driver specifically made for this device?  I am just guessing of course. 

P.S also, when you enter the tablet mode, and try to scroll down web page, half of page is blank. 

Best regards

[Riddle_Decipher]

@capita3000 Entering safe mode or making certain changes to identify and resolve the issue, is something we expect of our customers when we need to troubleshoot a certain issue that doesn't exist on all Spectre notebooks, if there had been anything specific as such, there would have been a recall in place and there isn't one, that said, you've mentioned that you've reinstalled the OS, however, I'll need to know, how was the reset attempted, did you make use of the HP Recovery partition (F11) or did you use the HP recovery media? 
If you don't have an HP Recovery media and have attempted reset using the windows troubleshooter or a retail copy of windows, you'll need to order a recovery media: Click here for steps.

Or you may also attempt to download the same using the steps on this link: click here

For details on how to perform a successful reset: click here

Keep me posted and good luck.

[GigiSpectre]

Goodmorning, the problem is not only about these guys. I bought the Spectre in your store more or less one month ago, and this issue with Netflix happened to me too. I've been following this discussion since the beginning hoping that some of you would have solved this issue, but you just say it is a problem of the single customers, when instead is pretty clear that this is an issue of the computer itself, the software, the driver or whatever it is.

Please take this issue seriously and try to find a solution, we paid for a premium laptop a high price and we deserve a perfect machine.

Thanks

[capita3000]

Thanks for reply,

All I am trying to say is that I have no idea how to do these things and that is why I am not IT specialist. And that is the reason why after recognizing these troubleshoots and brought my laptop to my colleague (IT specialist at our company you has re-installed more than 1000 Windows OS), who did that for me and I am not questioning his way of re-installing. 

I appreciate that you try to help us out, but honestly, I would suggest you dig a bit deeper since it is not as simple as re-installing display drivers. Have you at least asked for a video or something, to just imagine what happens when Netflix crashes. You would understand then, what are we talking about.

Nevertheless, you are saying I am single case? Please, take a look at all the replies...

Once again, funny thing about me switching to HP from Apple, because I thought these a much more powerful gadgets. But guess what, Apple at least works. I am very disappointed...

Best regards

[capita3000]

Done everything you suggested.

Problem is the same: screen starts to flicker extremely while on Netflix app (you must restart the device in order for everything come back to normal), and minor flickers on Spotify and web browser ( once 15-30 seconds).

Any other suggestions?

[GigiSpectre]

I give you an update in order to help HP to solve the problem.

This issue with the screen happens when watching Netflix from the App Netflix in windows, but it also happens when using the new browser microsoft Edge in full screen not only with Netflix but also with the new Disney+ streaming. This is an other hint that support the theory that this is not a problem of the single app but of the computer itself. 

Using google chrome this issue did not show up until now.

When this problem occurs the screen becomes black and it starts to flicker in green and black and the only way to have the PC back is so switch it off with the power button.

Please HP, try to figure out what's wrong.

Best regards.