XPS 15 9500 4k Video Playback Problems

Im having same issue. whatsapp support is useless i just want this machine is paid $3200 plus for to do the basics like stream 4k please replace this device with a 9510 or 9520 so i can get what i pay for.... my current specs are

9500 4k Touch Screen
Intel 10750H
32 GB RAM

1TB SSD
1650 TI

Who did you contact to have it replace the agents are basically just saying oh well it's not HDCP compliant . And I'm like after I spent all this money and it used to be but your updates broke it!!?

I can confirm the UHD 4k Touch Screen XPS 9500 is HDCP compliant. They sell it as compliant, I have it in writing from Dell it's compliant and the Tech that was here to swap out my Motherboard called Dell and they confirmed it was complaint over the phone. Don't let a 1st level support tech tell you that it is not. That laptop is HDCP 2.2 Compliant. Full report will follow once I have heard back from Dell tomorrow. 

I'm in final talks with Dell about this. Currently the issue is not resolved but they have asked for another 24 hours. I’ll give a full report once I hear back from them.

Ok afterwards if you don't mind sending me your resources because this is outrageous.

I hope there is a resolution to this, I remember Intel graphics command center always reporting the 4K display as being non-HDCP compliant ever since I bought this laptop in 2020.

I asked a friend that has the same model if they can play 4K netflix, but they never tried until after I asked them. They reported to me that it would only play 1080P even though they have a 4K subscription with it set to stream at high quality and have installed the HEVC extension in windows.

It makes me wonder if 4K Netflix only worked before because of a bug in the Netflix app that has been fixed?

I feel like I wasted money on this laptop with the 3-year AD warranty that the level 1 techs won't help me get replaced because the hardware passes those basic tests that can't detect why 4K no longer works.

Looks like it is a bug in the Intel Graphics driver, nothing to do with Dell.  See https://www.intel.com.au/content/www/au/en/support/articles/000088029/graphics/graphics-for-10th-generation-intel-processors.html#:~:text=Intel%20Graphics%20Command%20Center%20shows,streaming%20services%20will%20not%20play.&text=In%20the%20case%20that%20an,reinstall%20of%20your%20graphics%20driver. 

Dell sold us the laptop that they use Intel parts in, so from a consumer standpoint it's still a Dell problem! I bought the laptop not the processor as a stand alone! The laptop isn't working with things they put it together with!

Ever since I received the laptop it has always said non-HDCP compliant, but it did stream 4K Netflix all last year, even in dolby vision or HDR which I wish it would not since it does not look good because it dims the picture and stops the brightness control from doing anything.

It still says non-HDCP compliant, I recently have tried a clean reinstall of the latest Dell intel driver, the latest generic intel, and an old dell version from last year. It has said non-HDCP compliant every time and the error in Netflix still happens.

All this is why I think it was bug that 4K Netflix ever worked, and I am curious if anyone with a 9510 or 9520 has this issue.

An update. 

For months I have been in touch with Dell about this issue. They originally promised a replacement laptop with a 4k screen once it came back in stock but as of yesterday they changed their mind and will not be providing one. I have been speaking with the Dell Technical Support – EMEA team via WhatsApp as I have ProSupport, the thread goes back to Nov 2021. 

They now say I have just 2 options. They have offered a full refund, or they say I must wait until their tech guys replicate my system fault and then work on a fix. I reported this issue to them late last year when the laptop arrived (about 6 months ago), if they haven’t even replicated the issue by now I’m not expecting a fix anytime soon. The refund option is no help as the cost of a similar spec laptop replacement is now nearly three times the price I paid for this one.   

The fact remains, the FLAGSHIP, VERY EXPENSIVE, TOP OF THE RANGE XPS 15 laptops can't stream 4k video. They claim you can do this but we have multiple people in this thread reporting the exact same problem. Clearly, this is a known issue, but they haven’t resolved it.  

All new potential buyers should be aware that this laptop has a major fault and cannot do what it claims it can do.  

I have now lost any faith that this matter will be resolved and I am just being strung along by Dell Support. The only thing I think they will take seriously is to post on as many public forums and social media platforms, making sure any potential buyers of the XPS 15 4K find this information and are made aware of this fault.  

Dell might get round to fixing this of course, but after 6 months of being strung along, I’m out of patience. I know it's petty, but they only started to show concern when I stated I would be taking this course of action. Yesterday they asked for 24 hours whilst they “looked into this”, that’s now past. They said they will pass this to their “escalation team” but as they hadn’t done this already, what’s the point? 

My conclusion is this is a known issue that not enough people are complaining about. I very much doubt it’s a priority for Dell to fix this unless more owners complain so I plan to make as much noise about it as possible. Review sites, public forums, social media and a PPC campaign for starters.  

I will keep this thread updated but it looks like we have just been sold a faulty laptop that Dell refuses to fix. 

They just did a software takeover and are escalating me as well. Will keep you all posted at this point I'd take the full refund as we but I paid with my Dell CC and have a 0 balance now so I don't know how that would work  

I wish I could get a refund, one of the reasons I bought the 4K display was to use Netflix 4K. 

It seems to me they know about this issue but have not dedicated their resources to fixing the problem. It's taken them 6 months and still no fix. I do believe Dell are now just going to ignore it unless more people complain. 

This issue was bought to the notice of your engineering team, by me, 6 months ago. Don't worry, this issue will soon be plastered all over the internet just in case they miss it.