Video black out in full screen mode - Spectre 360 (late 2019)

[Wisarut]

Bought this new Spectre about 10 days ago. 

While playing video in full screen mode, from youtube and netfilx, the screen blacked out, then picture return for a second and black out again. Audio was also lost. This occurred both in google Chrome and Microsoft Edge. 

Also occurred while using Netfilx app that downloaded from Microsoft store. 

Problem resolved for web browsers when disable hardware acceleration. 

This problem did not occur in my PC and 2 older Thinkpad laptops. 

Try to update intel graphic driver to latest version (Jan 20, 2020). Did not success because this laptop block its installation and gave suggestion to load driver from HP website instead. 
In HP support website, the Intel video driver is still the same old version (Nov, 2019) as in this laptop. HP support assistant program did not have any newer driver as well. 

Windows programs/driver, and all HP driver was already updated to latest available. 

Looking for effective solution. 
Best, 

[praveen196]

@Wisarut Welcome to HP Community!

I understand that the Video blackout in full-screen mode for the HP Spectre 360 laptop

Try the steps recommended below.

Check the Resolution and DPI settings on the computer. 

Click on Settings and then in the window that appears, click System. The very first option in the left pane is called Display. While selecting that option, see the right pane to check if the display is scaled up or down. It should be showing 100.

Then click on Advanced Display Settings.

Set the Resolution is set to the Recommended - whatever that may be for your specific computer set up. You may be prompted to restart the computer. Once those changes are made, you can try playing the videos again and see if that resolved the issue for you. 

a) Press Windows and x key on your desktop and click on Device Manager.
b) Expand ‘Display Adapter’. 
c) Locate the display driver.
d) Right-click on the display card listed and click on ‘Update Driver Software’

If you are using google chrome try the steps recommended below.

Open Google Chrome. Chrome contains a “hardware acceleration” feature that helps boost performance. Unfortunately, the feature can also cause issues with tabs and scrolling.[6] Many Chrome users experiencing issues with the full-screen mode in YouTube report that disabling hardware acceleration solved the issue.
Click the ⁝ menu and select “Settings.” This will open the Settings page in its own tab.

Click the “Show advanced settings” link. You may need to scroll down to see it, as it’s at the bottom of the page.
Scroll down to the “System” header. It’s just beneath “Accessibility."
Remove the check next to “Use hardware acceleration when available.” This will disable hardware acceleration in your browser.
Navigate to https://www.youtube.com and click any video. Now you’ll need to test whether or not disabling hardware acceleration worked for you.

If the issue still persists after trying out the steps try resetting the browser.

Click the ⁝ menu and select “Settings.” A new tab containing the Settings screen will appear.
Click the “Show Advanced Settings” link. This link is at the bottom of the settings page. Clicking it will expand more settings.
Click the “Reset Settings” button. You may have to scroll down to see it, as it’s the final entry on the Settings page. A box will appear with a “Reset” button.
Click “Reset.” Your browser’s settings will be restored to the way they were when you first installed Chrome.

Try viewing a YouTube video in full-screen mode. Hopefully resetting Chrome solved your full-screen issues for now.

Refer to this article to know how to restore drivers using the HP recovery manager.

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!

[Wisarut]

Hi Praveen, 
Thank you for suggestions. 
Change resolution and DPI >> checked that everything was at default/recommended setting. Except for scaling, which was default at 250%, if change to 100%, all text will be very small because this Spectre is equipped with  4K resolution. So, this method is not working. 

Check for driver update >> Done, no new driver found either by going through device manager, windows update, nor HP update. So, not working again. 

Disable Chrome's hardware acceleration >> Already done as shown in my question, which resolved problem if I watch Netflix through Chrome or Edge but not for Netflix app. 

I would like to know the reason that HP block the installation of Intel driver downloaded from Intel website but do no better job at providing up to date driver? Also, if things go on like this, how fast and how long will HP provide support for a hardware? 
BTW, my 5 year-old Thinkpad still get BIOS, driver update from Lenovo. So I guess they are doing better job than HP? 

[sandytechy20]

@Wisarut

I suggest you update the adobe flash player to resolve issues related to fullscreen on youtube, also, to answer you question, HP regularly releases updates for the BIOS among others, however, most updates are only released if an issue needs to be fixed a a patch, and the may take a few days/weeks before its released on the HP website.

[Wisarut]

Hi Sandy, 

Thanks for the answer about the BIOS update. 
I belief , at present, youtube and netflix is using HTML5 for video playback as I can play video (not in full screen mode or in full screen mode but disable hardware acceleration) without having Flash player installed. 
Guess I have to stick with disabled hardware acceleration choice until HP decide to release video driver update and hope it will solve the problem. 

Thank you. 

[praveen196]

@Wisarut 

I understand your concerns. 

We do not have the option to take the remote control of your computer and check.

I would suggest you contact our phone support. They will help you.

Here is how you can get in touch with phone support.

1)Click on this link - www.hp.com/contacthp/

2)Select the product type.

3)Enter the serial number of your device or select let HP detect your product option.

4)Select the country from the drop-down.

5)You should see the HP phone support number or Chat option listed.

Have a nice day!!

[Wisarut · Accepted solution]

Give an update if anyone looking for solution of similar problem.
Following suggest on this post https://www.reddit.com/r/spectrex360/comments/bwathc/intel_uhd_graphics_driver/
I was able to install latest version of driver downloaded from Intel website. 
Viola! I got latest version of video driver and can use hardware acceleration in Chrome, Edge browser again.