Nitro AN515-53 video playback issues

altidude3
altidude3 Member Posts: 17 Troubleshooter
edited November 2023 in 2018 Archives
This is a new Nitro AN515-53 laptop. Windows updated itself to the 1803 release so I don't know if video would have been OK on 1709.

What we have is a green screen with audio for video playpack. I've been able to get video to playback in browser by turning off hardware acceleration for the browser (Chrome) but apps, like Netflix, still show green screen with audio only.

I though I'd ask here before trying Acer tech support. Has anybody seen this and been able to resolve the issue?

Best Answer

Answers

  • hellavagi
    hellavagi Member Posts: 5 New User
    did you get this fixed? I'm having the same issue.
  • altidude3
    altidude3 Member Posts: 17 Troubleshooter
    No, I haven't gotten it working 100% yet. It's hit and miss where video works or doesn't.
  • QuinicAcid
    QuinicAcid Member Posts: 5 New User
    I too am having video playback problems. It started after I upgraded from Windows 10 version 1709 to version 1803. I actually have two of the an515-53 laptops, and both of them stopped playing back videos (or show just green video and youtube doesn't even start) after the 1803 upgrade. Even local files do not play back.

    I reinstalled both the intel and NVIDIA drivers, and nothing changed. I disabled hardware acceleration (turned on software playback) in all the webbrowsers I use (Edge, Chrome, Firefox, and Brave) and it fixed the video playback.

    On the other laptop, I rolled back the Windoes patch from 1803 to 1709, and the video playback started working again.

    It is for sure a conflict between Windows 10 version 1803 and the hardware accelerated video playback.

    I know the current version of the NVIDIA driver (397.93) works fine with 1803, but have no idea how to get them installed on the laptop.
  • Vinayak096
    Vinayak096 Member Posts: 43 Devotee WiFi Icon
    I faced the same issue, so i had to reset my PH315-51. Even after minimal windows the issue was back with 1803 update. But now I'm unable to run Predator Sense application. 
  • altidude3
    altidude3 Member Posts: 17 Troubleshooter
    I know the current version of the NVIDIA driver (397.93) works fine with 1803, but have no idea how to get them installed on the laptop.

    I find that driver at the Nvidia website for Windows 10 64 bit GTX 1050 GPU. I haven't installed it yet but I'll try later today.

    http://www.nvidia.com/download/driverResults.aspx/134625/en-us
  • QuinicAcid
    QuinicAcid Member Posts: 5 New User
    I can find the driver, but it appears that the NVIDIA drivers will not install on my laptop. Not sure if I'm missing something (maybe an override). Even the GeForce Experience will not download the newest drivers (it actually doesn't even let you reinstall the current drivers).

    If you find a way to get the NVIDIA drivers to install, let me know what you did.
  • Roland_Lorinczi
    Roland_Lorinczi Member Posts: 126 Skilled Fixer WiFi Icon
    Hi. I'm having the same issue on both my and my girlfriend's system (PH315-51 & PH317-52, i7 8750H, GTX 1060, Win 10, build 1803)

    Youtube playback keeps loading on any and all browser and saying something like "if playback doesn't begin shortly try restarting your device" (obviously I tried and it didn't help).

    I manage to solve the issue locally on Chrome by disabling hardware acceleration. However I wouldn't consider it a fix, as local videos have only audio and green screen as well, and edge (so other browsers) have the same issue with video playback.

    So far something I tried besides what fixed it locally on chrome ended up making it work on Edge too, but this isn't a solution either in my opinion:
    I disabled intel UHD Graphics from Device Manager. Now running video on Edge worked.

    Anyone any leads on this issue or a solution?
    ⚠️ If you're affected by the System Hang/ Black Screen issue:

    Official Fix Announced by Acer_Manny
    Instructions for FIX

    Currently owned Acer systems:
    💻 Predator Helios 300 (PH317-52) - i7 8750H, GTX 1060, Win 10 64bit (build 1803), 8gb Ram (single channel), WD Blue 256GB SSD in M.2 slot, 931GB Hitachi HGST factory Hard drive. [Owned New Since 2018, May 22nd - Overheating (solved-ish) , PredatorSense not working (solved) & BLACK SCREEN ISSUE (BIOS update 1.15) ] 
    💻 Predator Helios 300 (PH315-51) - Same specs and issues as above 
    💻 Aspire 5750G - 2nd Gen. i5 processor, 4gigs of ram, nVidia GT 540M [Owned new Since 2010 - in working condition]
     
    :) Status: Been with Acer since 2010 - Was disappointed with the Blackscreen issue & lack of interaction from staff for ~1week
    But Acer_Manny and the Acer team came through with BIOS announcement and upload.
  • QuinicAcid
    QuinicAcid Member Posts: 5 New User
    I disabled intel UHD Graphics from Device Manager. Now running video on Edge worked.

    I tried the same thing, disabling the "intel(R) UHD Graphics 630" on my laptop (Nitro an151-53), and now all video playback works everywhere. Seems the problem is with the intel's driver, not NVIDIA's.

    Disabling a driver is not a solution, though, just a temporary fix. This is at least a start. Thanks for posting your findings Roland.
  • altidude3
    altidude3 Member Posts: 17 Troubleshooter
    I tried Roland's suggestion as well and disabled the Intel UHD graphics device and video is working OK now. I agree that it's not a true solution but since it seems to be an Intel driver issue with Windows 10 1803 I'm hoping it gets worked out properly at the driver level. We don't go off A/C power very often but I would guess battery life will be cut pretty drastically with the GTX 1050 handling all video.
  • Cory-Acer
    Cory-Acer Administrator Posts: 1,449 Community Administrator
    edited May 2018 Answer ✓
    Hi all,

    For the AN515-53, could I ask you all to try the updated Intel driver from our support site? I believe this will correct the issue with video not playing on videos. Here is the link to the driver.


    Link to the specific driver:
    Date: Version: Vendor: Size:
    5/23/2018 23.20.16.5018 Acer 332.9 MB Download

    Adding an Acer Answer in case other need help. https://us.answers.acer.com/app/answers/detail/a_id/55587



  • Cory-Acer
    Cory-Acer Administrator Posts: 1,449 Community Administrator
    @Roland_Lorinczi It looks like the same driver is available for the PH317-52 if you are able to give it a try.

    Here's the link to the Drivers & Manuals page for that product: https://www.acer.com/ac/en/US/content/support-product/7602?b=1

  • meshswapnil
    meshswapnil Member Posts: 39 Devotee WiFi Icon
    edited May 2018
    Acer-Cory said:
    Hi all,

    For the AN515-53, could I ask you all to try the updated Intel driver from our support site? I believe this will correct the issue with video not playing on videos. Here is the link to the driver.


    Link to the specific driver:
    Date: Version: Vendor: Size:
    5/23/2018 23.20.16.5018 Acer 332.9 MB Download


    I had a same problem with my AN515-51 , I installed the updated Intel/acer drivers of an-515-53 . now it works .
  • Cory-Acer
    Cory-Acer Administrator Posts: 1,449 Community Administrator
    Thanks for the feedback @meshswapnil. Hopefully we can get another couple of confirmations. I'll work to make sure the contact center and the content team know so they can make sure others with this issue can find the answer a bit easier.
  • altidude3
    altidude3 Member Posts: 17 Troubleshooter
    Acer-Cory said:
    Hi all,

    For the AN515-53, could I ask you all to try the updated Intel driver from our support site? I believe this will correct the issue with video not playing on videos. Here is the link to the driver.


    Link to the specific driver:
    Date: Version: Vendor: Size:
    5/23/2018 23.20.16.5018 Acer 332.9 MB Download



    The 23.20.16.5018 VGA driver worked for me, too. Thanks!
  • Roland_Lorinczi
    Roland_Lorinczi Member Posts: 126 Skilled Fixer WiFi Icon
    Yup @Acer-Cory, works for me too.
    Manually removing current and reinstalling the latest drivers for both intel UHD Graphics and nVidia solved it for me as well.
    Working now both on the PH317-52 & PH315-51  :3
    ⚠️ If you're affected by the System Hang/ Black Screen issue:

    Official Fix Announced by Acer_Manny
    Instructions for FIX

    Currently owned Acer systems:
    💻 Predator Helios 300 (PH317-52) - i7 8750H, GTX 1060, Win 10 64bit (build 1803), 8gb Ram (single channel), WD Blue 256GB SSD in M.2 slot, 931GB Hitachi HGST factory Hard drive. [Owned New Since 2018, May 22nd - Overheating (solved-ish) , PredatorSense not working (solved) & BLACK SCREEN ISSUE (BIOS update 1.15) ] 
    💻 Predator Helios 300 (PH315-51) - Same specs and issues as above 
    💻 Aspire 5750G - 2nd Gen. i5 processor, 4gigs of ram, nVidia GT 540M [Owned new Since 2010 - in working condition]
     
    :) Status: Been with Acer since 2010 - Was disappointed with the Blackscreen issue & lack of interaction from staff for ~1week
    But Acer_Manny and the Acer team came through with BIOS announcement and upload.