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Last reply by 09-27-2022 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 (115)
512

I think the common denominator is the Intel graphics here. On the rare times I was able to speak to someone at Dell that wasn't apologising and seemed to actually know what was going on, they said they have replicated this fault and sent it across to Intel for them to work on. 

507

Sounds likely. I guess it should be possible to connect it to a specific driver update, but I haven't been able to.

For me, the last time Netflix 4k worked was March 1st. March 6th was the next time I opened Netflix, then it failed. I don't know if it possible to figure out was updated during that time period, if there is some sort of local driver update history somewhere in Windows? I know the Intel graphics driver was not updated as that was the first I checked when the problem occurred.

The only thing I know was updated during that period was an Edge update from 98 to 99. It's not exactly straightforward to downgrade it, but I think I managed to go back to 98 and confirm that the error was still there. 

518

Does your Intel driver show equally that your internal screen does not support HDCP 2.x / 4K DRM, or is our problem independent of this?

501

Yes, same for me. In Intel Graphics Command Center -> Display -> Information: "Your display is not compatible with High-bandwith Digital Content Protection"

496

I found the following update was done on my computer in the time period when the error must have been introduced. Seems a likely suspect for causing this error. Do you have this or similar software on your machines?

Intel Management Engine Firmware - 10 (1909 or Later)/11 (21H2 or Later) - 14.1.60.1807
Successfully installed: 3/4/2022 7:36 PM
479

Worth pointing out that my original XPS 9500 said "not compatible with High-bandwidth Digital Content Protection" but my new XPS 15 9520 which can actually stream 4k correctly, also says "not compatible with High-bandwidth Digital Content Protection".  

401

Very interesting to hear. So I think we can safely conclude that this indication is unrelated to the actual HDCP 2.x playback issues, as for example the Cyberlink UHD Blu Ray Tester always reports the system with integrated display as HDCP 2.x compliant.

 

Rather this looks like an entirely separate failure of Intel's driver or at least very misleading and useless information, if it is the case that integrated displays do not actually use HDCP up until the display controller but are allowed to somehow bypass HDCP enforcement due to their integrated nature.

2 Bronze
2 Bronze
357

My XPS 9370 has been suffering from the same problem for the last 2 months after Dell replaced the LCD assembly and the motherboard. In total they've tried to repair it 6 times, having their technicians cause additional damage on several occasions. Even though it's clear as the light of day that they're unable to fix the issue, Dell is refusing to replace my laptop and is continuously trying to repair it. Dell's support is beyond frustrating.

355

It seems that only certain departments know about the 4k streaming problem whilst other departments keep trying to “fix it”. Dell promised multiple times they would replace my old faulty laptop with a new one but that was nothing but empty promises and lies. If you are still within warranty then you should have the option for a full refund. If that’s not an option then no amount of “repair” from Dell is going to fix this issue and the only thing to do is wait until they get the issue fixed with a software update of some kind. I agree that it’s completely frustrating and that’s why I threw in the towel and opted for a refund and then bought the newer model. It cost me a lot more money to fix Dell's faulty laptop but after 6 months of dealing with Dell's Pro Support teams, it was the better choice.

2 Bronze
2 Bronze
221

I reported the issue to Dell for my XPS 9700.  I was informed today that Intel has been working on the BIOS and there will be a release in September that fixes the NetFlix issue..  This BIOS, version 1.18 for the 9700 should fix the issue.  I do not know about the other models.  I suspect they will have an update too.

Tom

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