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Videos don't play when set to auto quality

HP Recommended
Spectre x360 (13-aw0031ng)
Microsoft Windows 10 (64-bit)

Hi all,

 

When playing Facebook videos or streaming live TV (e. g. German ZDF), you can usually set the video quality to "Auto" or "Standard". When I do this, the video will start playing fine but crashes or shows an error message after a few seconds.

 

When I set the quality to a fixed level such as "HD" or "Very High (23 MB/Min max.)", the video plays properly, so something does not seem to work with the bandwidth detection.

 

Youtube videos however play fine when set to "Auto".

Ideas anybody?

 

D.

7 REPLIES 7
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HP Support Agent
HP Support Agent
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Message 2 of 8
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HP Recommended

@Deinetwegen Welcome to HP Community!

 

I understand that the Videos don't play when set to auto quality.

 

Try updating the computer, this will install the latest updates -

 

Step 1 Windows Updates -

1) In the search box, type, and open Windows Updates.

2) Check for updates.

3) If the updates are available, click on install and restart the computer.

 

Step 2 Install updates using HP Support Assistant

  1. In the search box, type, and open HP Support Assistant. 
  2. Check for updates. 
  3. If the updates are available, click on install and restart the computer.  

Note: If you do not have HP Support Assistant installed, Click here to download the same.

 

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!

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HP Recommended

Hello @Praveen196,

 

All drivers and the BIOS are up-to-date, but the issue persists.

 

Any other ideas?

 

D.

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HP Support Agent
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Message 4 of 8
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HP Recommended

Have you tried playing videos via Power dvd player or VLC player?

 

Refer to HP Notebook PCs - Overview of HDMI and DVI Connections for PCs and And Connecting a Monitor, Projector, or TV (Windows 10, 8, 7) 

 

Keep me posted!

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HP Recommended

Hi @Jay_G24,

 

I am referring to videos that play from within a web browser.

 

I must admit that I have no idea which player is used by default and if I can change it. The issue occurs with different browsers however.

 

D.

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HP Support Agent
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HP Recommended

@Deinetwegen

 

Thank you for the update.

 

In that case, I would suggets you perform the system reset.

 

Windows 10 has a reset feature that repairs your computer by reinstalling the operating system. This feature is recommended for recovery because it reinstalls Windows 10 while either preserving your personal data and customizations or removing all your personal data.

You have a choice of two methods to reset your computer.

  • If Windows 10 loads correctly, see the section titled Perform a Windows 10 system reset in Windows in this document.

  • If Windows 10 does not start correctly, see the section titled Perform a Windows 10 system reset through Windows Recovery Environment in this document.

Have a nice day!!

 

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HP Recommended

Hey @Praveen196,

 

I took the time to do a Windows reset, and in the beginning it solved the issue.

 

As I continued to adjust the system to my personal requirements, I activated HDR support in the Windows HD Color settings, and from then the videos crashed again. Disabled HDR, and they worked again.

 

My conclusion is that active HDR support causes an issue with some video players, you might want to check with your backoffice folks.

 

D.

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HP Support Agent
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@Deinetwegen

Thank you for posting back. 

 

Since you have already tried most of the troubleshooting steps to resolve this issue, I would request you to contact our Support and our Support Engineers should be able to Remote into your computer and sort this out. HP Support can be reached by clicking on the following link: www.hp.com/contacthp/

ECHO_LAKE
I am an HP Employee

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