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Last reply by 09-26-2022 Unsolved
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XPS 15 9500 4k Video Playback Problems

I have the Dell XPS 15 9500 4k and have been having issues with streaming 4k video.

Basic spec:
9500 4k Touch Screen
Intel 10750H
16 GB RAM
1650 TI


The Problem:
The laptop is now unable to stream 4k from Netflix/Disney Plus. 4k YouTube video very jerky and unwatchable.

I want to see if anyone else has this problem and go over what Dell has done so far. This is our 4th XPS 15 Laptop we bought for work (this is the only 4k model though). Really like them so this isn’t a “slag off Dell” post. Just wanted to write up where I am with it. Sorry for the long post.

When new (bought in late 2021), this laptop played Netflix 4k films fine using the Netflix app. When you go into Netflix and select a film (say 6 Underground), the info shows its Dolby Vision - Atmos. It played the film in full 4k, HDR etc. This can be checked by pressing CTR, SHIFT, ALT, Q when the film is running to pull up the nerd info from Netflix. Here it shows it’s running in 4k etc. Disney Plus app also worked fine in 4k.

Using Edge browser to open Youtube and run a 4k 60 FPS video was also fine. Stats for nerds showed no dropped frames here, great video smooth playback.

A couple of months on I’m not able to play 4k films in the Netflix app, get Netflix Error U7361-1255-8004CD22. Select the film and the info shows its Dolby Vision – Atmos so it should be able to run in 4k but won’t.

YouTube will play the same 4k 60 FPS video but it's jerky and unwatchable, stats for nerds show its dropping frames constantly.

The only thing that’s changed on the laptop is updating the windows updates and the Dell driver updates. As of writing, ALL bios, driver, windows updates are done.

The Intel Graphics Command Centre says the display is NOT HDCP compatible.

I’ve spoken to Dell, they confirmed the machine is HDCP 2.2 complaint. They thought the motherboard was faulty so sent a tech round to replace it. We replaced the mobo and put in the same Hard Drive and booted it up. Netflix was now able to run a 4k film, but it was jerky, out of sync with the sound and basically unwatchable. YouTube 4k test video was just as bad as it was before. The Intel Graphics Command Centre still says the display is not HDCP compatible.

The Dell Support software found a new bios update for the motherboard, so we flash the bios and install it. Reboot the laptop and now Netflix and Disney Plus won’t play the 4k movies. They throw up the same error codes that mean there’s a problem with HDCP (Disney Plus is error code 39 I think)

I decided to do a full Windows restore and wipe the computer and reinstall windows 11. Fresh install with all the relevant updates and the same problems. Same error codes on Netflix and Disney Plus. Same problem on Youtube 4k video playback.

Dell has offered to replace the laptop but as the 9500 is no longer made, they offered the newer 9510. The problem is they don’t have the 4k screen model so was only able to offer the basic entry model. Whilst I appreciate this, I do need the 4k so as of now I’m waiting for that to become available but it's looking like it will be months before a replacement is offered.

I would be happy to keep my current laptop if there was a way to fix it but as of now, we can't seem to do that.

Does anyone else have this issue or do just have a faulty laptop that needs replacing?

Replies (113)
Moderator
Moderator
2218

We tried reaching you on a private message asking for the Service Tag number to ascertain the warranty but did not receive a response. Please feel free to reply to the private message whenever you are available.


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#IWork4Dell
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If still under warranty, click the "Get help now" icon on the right to start a live chat session. Currently only available in the USA.

Moderator
Moderator
2209

Thank you! We have received the required details. We will work towards a resolution. In the meantime, you may also receive assistance or suggestions from the community members.


Social Media Support

#IWork4Dell
Find your Service Tag


If still under warranty, click the "Get help now" icon on the right to start a live chat session. Currently only available in the USA.

2195

Info sent.

2088

I am facing exactly the same problem. After some recent updates, when I try to play a video in Netflix, I get the U7361-1255-8004CD22 error. Intel Graphics Command Center shows HDCP not compatible.  Please help. 

2072

I still have not found a solution I'm afraid.  As an update, they have offered to replace my 9500 with the new 9510 but for the last few weeks, they do not have the new machine in stock. I've been told to check back in a few weeks to see if stock is available. I'm happy to wait for a suitable replacement to come back into stock and I do appreciate what they are doing but I hope it's only a matter of weeks and not months. 

2018

I just received a private message from Dell saying "Our records indicate that the system warranty has expired."

However, it was Dell's updates that created the problem. 

2 Bronze
2 Bronze
1957

i have the same problem with my Dell XPS 17 9700 4k touch 

2 Bronze
2 Bronze
1921

I have exactly the same problem with my XPS 9700... Followed all the steps, installed various drivers from Intel directly and Dell, nothing helps. I am able to stream via my dedicated Nvidia GPU but this drains the battery + is very buggy. @DELL-Cares Please fix this.

2 Bronze
2 Bronze
1276

Did you guys get the solution because I am also facing same problem 

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