1 Rookie

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54 Posts

October 22nd, 2022 14:00

Well, the reports coming in suggest this issue is now fixed. It took a year but Dell finally got it sorted. So I think I'm happy to mark this problem as resolved.

Thanks to everyone that contributed to this thread and I'm glad the laptops can finally do what they were meant to be able to do.  

9 Legend

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2.7K Posts

February 8th, 2023 06:00

I realize this is an older thread, but in case anyone is still having trouble, please update the system BIOS and it will resolve this.

Here is a link to the latest BIOS Version 1.19.0, but BIOS version 1.18.0 addressed this. 

Moderator

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27.6K Posts

March 17th, 2022 07:00

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.

1 Rookie

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54 Posts

March 17th, 2022 08:00

Info sent.

Moderator

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27.6K Posts

March 17th, 2022 08:00

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.

2 Posts

March 23rd, 2022 07:00

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. 

1 Rookie

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54 Posts

March 23rd, 2022 09:00

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. 

2 Posts

March 24th, 2022 05:00

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. 

March 28th, 2022 12:00

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

1 Rookie

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6 Posts

April 3rd, 2022 06:00

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.

April 4th, 2022 08:00

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

1 Rookie

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62 Posts

April 5th, 2022 06:00

Also have the same problem.

To my recollection, the built-in display always has shown up as non-HDCP compliant according to the Intel graphics driver, but in the beginning there was no issue (only that dolby vision processing cost so much GPU processing that 4K playback with HDR enabled stuttered constantly and was unusable).

I also tried a lot of DDU and different driver versions, but nothing represented a longterm solution. I was too lazy to reinstall the machine and test with Win 10 again (I am also on Win11).

For a while I found that 4K playback was not possible at all with newer than Dell's officially supported iGPU driver, but now I am running 1660 and it works the same as the official one, but without the huge memory leaks.

I have used the Cyberlink UHD Blu Ray Compatibility Tester, because that checks if the entire system is HDCP 2.2 compliant, which is required for Netflix 4K playback and it is (according to Cyberlink, which has been reliably detecting incompatible displays / docks on all my devices so far).

My workaround: if I attach an external display that is HDCP 2.2 compliant and also detected as such by the Intel driver and restart the Netflix app, it works for a while (an entire movie) until it stops again (possibly after standby or hibernate, but nothing deterministic so far). So this is some really weird software bug either in Windows, Intels driver or Netflix. It seems to me that it gets confused by Intel listing only a non-compliant display, even though technically everything is actually encrypted. If the supposedly non-compliant monitor is no longer the only one, then the problem goes away. Even after detaching the external display and restarting Netflix again it keeps on working for a while. But some time later / the next day it will show the same error again and refuse to work again.

 

Seems to me, that Dell needs to get that Intel GPU driver fixed, because that should really see the display as compliant. Whether this would suffice to permanently solve this I do not know.

But my 9500 and my previous XPS 9Q33 have had tons of other driver / software bugs, so Dells software being severely broken and Dell attempting to solve this by ignorantly swapping HW sadly is nothing new to me.

2 Posts

April 28th, 2022 00:00

Was anyone able to resolve the Error code: U7361-1255-8004CD22 on netflix? 

2 Posts

May 1st, 2022 01:00

This problem wasn't resolved, and the screen does get a little jerky when using chrome browser to watch shows.

May 1st, 2022 08:00

I also have the same model as the OP but running a recent clean install of windows 10 and have the same Netflix 4K error and now Disney+ error 39. It did previously work for the past year so it has to be a recent update either the intel driver, Netflix app, or the HEVC extension. Uninstalling HEVC extension at least enables 1080P in Netflix but does not resolve the disney+ error. Amazon prime video seems to be unaffected.

I called the Dell support line   but they just made me do the bios hardware test and since it passed the test they would not help me any further, instead they tried to make me pay for software support. 

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