Videos glitch for seconds

[fruska]

Some youtube videos glitch (turn greyish, pinkish, greenish, it changes, "moves" quickly) for a few seconds (see screenshots below). (I bought the laptop little more than a month ago, had a problem immediately, a key on the keyboard was falling off. They fixed it (it took them three weeks).)

Now I'm experiencing this issue with the videos. There are three youtube videos doing this, it takes a few seconds and then it goes back to normal. When I go back to that certain time, it comes back again, tried it with different browers, restarted the computer, checked the drivers (they are up to date), os is also up to date (win 10 preinstalled), everything seems to be in order. The other strange thing is that the videos only do this when set to 720p. At 1080 or at 480 those same seconds are fine, no pixely glitch.... Can anyone help? I'm also trying to contact customer service, but it is very hard to reach them, and I also don't want another three weeks without the  laptop.

update: I found a new video 😞 it is doing the same thing but at 480p

[Echo_Lake]

@fruska
Thank you for posting on the HP Support Community.

The possible cause of this problem is the slow internet connection. If you have a very slow internet connection, it may be not enough to buffer the video in real-time while you are watching it. ( you can try using wired-ethernet internet connection and check ) 

And, also this may relate to some settings of your default web browser. You can try to change the browser to fix the problem.

Try internet reset settings:

1. Close all open windows and programs.
2. Open Internet Explorer, select Tools > Internet options.
3. Select the Advanced tab.
4. In the Reset Internet Explorer Settings dialog box, select Reset.
5. In the box, Are you sure you want to reset all Internet Explorer settings?, select Reset.

• You can try to switch a different browser to see if playback is better. Try Firefox, Chrome or Internet Explorer.

Hope this helps! Keep me posted for further assistance.
Please click “Accept as Solution” if you feel my post solved your issue, it will help others find the solution.

[fruska]

@Echo_Lake

Thank you for your suggestion.

In my experience slow internet connection doesn't cause such problems.

However, after I posted my message, I talked to HP's virtual agent and it suggested to turn off the hardware acceleration setting in my browser (chrome), and it looks like it helped 🙂  I haven't seen the issue since.

When opening the same videos on edge, however, the same grey thing appears at the same time, but I use chrome, so I won't look for edge settings.

[Echo_Lake]

@fruska
Thank you for posting back. 

I am glad to know that you managed to resolve the issue. Please reach out again for any further assistance.

Note: You can even try resetting EDGE browser. 

1. Right-click on the Start button in the lower-left corner and select “Apps and Features“.
2. Scroll through the list until you find “Microsoft Edge”, click it, and then click on the “Advanced options” link.
3. Next, click on the “Reset” button.

Have a nice day ahead.
Please click “Accept as Solution” if you feel my post solved your issue, it will help others find the solution.