Video Playback Issue

[Shant007]

First of all, how can I email HP support directly without having to login here? 

Second, In the past few weeks I have noticed that every time I play a video from YouTube or a film on windows media player, VLC etc... the video seems like its going to get cut off as if the laptop isn't getting enough power, its like an electrical current/distortion sound. I have already done a full system reset like 10 times this year and, just last weeks windows system update it has reset again. Has this fault got something to do with the graphics/ video card? I have had this laptop ''fixed'' 4 times by HP repair, the screen was replaced twice.

[Chimney_83]

Greetings @Shant007, 

Thanks for the post. 

I understand that you are facing an issue with Video playback on your computer and have tried a lot of troubleshooting steps, is that right?

Kudos to you for trying to troubleshoot the issue on your own.

Not to worry, I will be glad to assist you. 

Have you run a diagnostics on your computer?

Have you updated all the drivers using HP Support Assistant?

Recommend you run HP Support Assistant on your computer to make sure all the drivers are updated. Click here. 

Once all the drivers are updated make sure all the Windows updates are installed as well. 

Shut down your computer. 

Wait for a minute. 

Turn the computer On and keep tapping F2 repeatedly on startup to enter system diagnostics. 

Run a system test to make sure all the components are working fine. Click here.

Let me know the results of the test. (include failure codes, if you get any)

If all the tests pass, restart your computer. 

Make sure you have the power adapter connected to your computer and check if you are able to view the video without any issues. 

Refer to this HP Article for other suggestions. 

Though the article is for Windows 7 and 8, the procedure is the same for Windows 10 as well. 

Keep me posted. 

[Shant007]

I have run some diagnostics, and changed some settings within the Intel Graphics Settings the other day and, I think it seems okay for now but it does happen randomly so, I will check again later on if its fully fixed.

I have also checked the power adaptor and it seems it's connected fine to the wall socket, except the power jack pin that goes inside the laptop, it seems very loose if you touch it a little bit. I think my correct power adaptor was replaced by HP repair team because I have reported this issue a couple of months ago.

As for HP Support Assistant, every time I run it to check for new drivers (after doing windows factory restore/reset) it doesn't bring up any new drivers, only some generic messages about keeping my pc backed up etc.

I haven't run system diagnostics test yet.

[Chimney_83]

Thanks for the reply and trying the suggested steps. Please do run a system test to be sure. 

If you feel that the power port on the computer is loose, please contact our phone support team to check the service options. 

Keep me posted. Good Luck.

[Vallent]

Actually there might be number of reasons for the issue you are facing. You can try any of the below options

• Try to Update the sound driver.

Go to Control Panel - Device Manager - Sound, video & game controllers and right-click on the drive and select ‘Update driver software’ and install updates.

• Play your videos on another media player
• Download and install the necessary codec files in order to seamlessly play the video.
• Try a Video Repair Software, like Stellar Phoenix Video Repair Tool

[Shant007]

All the drivers (Sound card driver, graphics card drivers) that are related to video playback are up to date.

I have just done a system test and everything is ''passed''

The video playback issue is still ongoing.

The power port does feel very loose but but I dont think thats the only reason for the video issue. 

I will give hp phone support a call.

Thanks

[Shant007]

Thanks for the suggestions. All the drivers for graphics card and sound drivers, both realtek and intel ones, were up to date.

I have already stated that this issue is happening using VLC, Windows Media Player, MPC-HC, YouTube and dailymotion too.