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274.2K Posts

3753

January 18th, 2022 10:00

XPS 17 9710, green squiggly lines, video full screen

Hi,

I've recently bought the XPS 17 9710. It has now started to show green squiggly lines all over the screen when playing videos in windows Film & TV. But here's the strange thing, it only does this when it is in full screen, and when the mouse is left for a few seconds for the cursor and UI to disappear. As soon as I move the mouse cursor again, it goes back to normal. And it doesn't appear to happen viewing the same videos on VLC. I think I have recently done an update to some intel drivers via Dell Update, could this be the cause?

Kind regards

March 12th, 2022 02:00

March windows 11 update has brought back the issue, reverting back to the v27 driver gets us back working again, going to be annoying having to do this every month.

Tip: when you get the video issue hold down buttons [Windows] + [ctrl] + [shift] and press [B], this will reset the video driver to temporary make the display viewable to allow you to reinstall the old driver.  Microsoft gave this tip on the March update overview video so I suspect it's a wide spread issue that they don't want to clearly state. 

Moderator

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16.9K Posts

March 14th, 2022 03:00

Update = Issue is resolved and the system is working fine after reinstalling the Intel UHD Graphics driver 27.20.100.9664 found on the XPS 17 9710 drivers page.


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25.4K Posts

January 18th, 2022 11:00

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.

6 Posts

January 19th, 2022 19:00

Hi,

I'm the original poster, I had to register using a different username, as apparently my original one was deemed offensive (although it has been alright as a gamertag on Xbox and Playstation for the last 10 years. Apparently Dell do not like people being excited about pastry treats?)

I still have the problem if anyone is interested. I've updated my intel graphics driver using the intel website. Also I have installed the Nvidia driver sent to me through private message by Dell support, and also installed the latest Nvidia driver. I've checked after each step and it's still the same.

1 Message

January 22nd, 2022 14:00

I am also having the same issue with my Dell machine received a couple of days ago... its really annoying and highly disappointing as it wasn't expected from such an expensive high-end machine... 

 

5 Posts

January 25th, 2022 16:00

I also have this issue on my 9710 (see attached photo). As others have noted, it only occurs when playing videos in full screen mode. The problem occurs for me on Windows 11 Pro when playing full screen videos on either the laptop display or a secondary monitor using:

  • Films & TV (MP4 files)
  • Edge (YouTube videos)

Also, as noted by others, it occurs when the mouse pointer disappears - moving the mouse restores the video to display properly, but it will go back to the distorted / squiggly lines when the mouse pointer fades again. 

All drivers, Windows OS, and BIOS updated to latest versions.

Full Screen Video IssueFull Screen Video Issue

6 Posts

January 26th, 2022 19:00

Yes ckXPS, that is how it looks.

Is this a XPS 9710 problem, or a Microsoft problem?
I'm thinking as it's on Edge, and Films & TV that it's a Microsoft issue, but I'm a little worried at how little i'm hearing about this when searching online.

5 Posts

January 27th, 2022 18:00

I have exactly the same issue. It happens only when watching on fullscreen and the mouse is not moving. I am trying to pinpoint when this happens and what causes the issue. 

I had a problem with videos from Youtube, Vimeo, etc. as well as the Movies & TV app. 

I updated to the latest Intel and Nvidia drivers from their websites.

Before this update, I had the same issue with the latest drivers from the Dell Support website. Here is a video with the issue from a few days ago. It does not matter if I connect to my external monitor or watch on the laptop display. I tried disconnecting the monitor and using only the laptop display and still the same issue. 

It is very very frustrating. I do not recall if I had this problem when I purchased it on December 1st. but most likely I did not as I watched videos on fullscreen since then. 

Where could be the problem, there is not much on Google about this, and seems that it is a recent problem. Not sure if it is a Windows or Dell issue.

Update: I just tried playing video file .mkv in Movies & TV and I do not see the lines.

5 Posts

January 27th, 2022 19:00

Update 1: When watching Youtube in Chrome and disabling the hardware acceleration - the lines are gone. When enabled they are back.

I tried the same video in Edge and regardless of hardware acceleration enabled/disabled there are NO LINES. 

11 Posts

January 29th, 2022 08:00

Hi all,

I have the same problem playing videos in full screen on a XPS 9710 that I received about a week ago. Did a clean Windows 11 install and the problem disappeared. After running a full driver update the problem came back.

Installed the latest and a previous version of the Intel Graphics – Windows* DCH Drivers from the Intel site here. Still no luck.

30.0.101.1191 - Latest
30.0.101.1069 - Previous version

Then I tried an older version from the Dell support site and the problem seemed to be fixed. Haven had the squiggly lines since.

Driver Version that fixed it for me:

Version: 27.20.100.9664, A01 (15 Jun 2021)

5 Posts

January 29th, 2022 11:00

Thank you for this post. I did the same as you said and it seems that works well now. Fingers crossed! 

January 30th, 2022 06:00

I had the same issue that started about a week ago which I've now think I've resolved for currently available drivers where I've in effect gone to an older driver version.  Below photo of what I was seeing, black & white display, vertical lines, screen would flash with large black lines when I moved the mouse.

Sequence of events:-

  • Installs Windows 11 (jan 2022) cumulative update, once complete this was the first time I got the display issue as demo'd in the photo.
  • Went to Dell Update and installed any driver offered to me, from memory none were video related but related to thunderbolt, video display came back to normal 4k colour - thought I'd now fixed the issue.
  • Few days later to yesterday I switch on laptop, Dell logo a boot looks fine but then in windows the displays look likes my photo below, reboot doesn't change the situation.  I install what Dell update is offered which was not video related and still had the issue.
  • I plug in a my hdmi dongle and connect to my monitor and video display on laptop changes back to expected 4k, so I've got a work around but not ideal for long term, at least I'm now thinking the issue isn't hardware related and likely related to software updates.
  • I go to the Dell driver website for my tag no and download the intel video driver and the nvidia video driver offered.
  • I install the Intel video driver, dell offered me version from July 2021 (don't know why I was offered an older version as default)
    • Intel-UHD-Graphics-Driver_3PJD1_WIN64_27.20.100.9664_A02_01.EXE
  • This has resolved my corrupted display issue, have rebooted my laptop a few times in the last 24 hours and the video display is back to what I'd expect 

I'll probable wait a couple of months now before updating my video drivers and also learn the lesson not to update my drivers as soon as they are offered to me.

IMG_20220129_115938.jpg

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25.4K Posts

January 30th, 2022 08:00

We’re sorry for the inconvenience. We have replied to your direct message. We request you to continue chatting with us through direct message, as our interaction would involve sharing personally identifiable information.

11 Posts

January 30th, 2022 08:00

I probably spent way more time on this than I should. I tested all previous Windows 11 compatible driver versions and all of them have this issue. As per my previous post, the latest Windows 10 drivers don't seem to have this problem.

rhe8502_0-1643559423255.png

I think @DELL-Cares and Intel need to look into this.

5 Posts

January 30th, 2022 13:00

I want to thank @DELL-Cares for getting involved in this discussion. I understand the importance of continuing the conversation thru direct messaging, however please - if you find a solution on this matter - share it publicly on this thread as it will help many others who search online for a solution.

Thanks

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