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SUPPORT COMMUNICATION- CUSTOMER ADVISORY

Document ID: c06606385

Version: 1

HP Commercial EliteBook, Pro x2, Probook PCs - Black Screen Is Displayed for a Few Seconds When Playing an HD Video With the Movies & TV App

Notice: The information in this document, including products and software versions, is current as of the release date.The document is subject to change without notice.

Release date : 30-Mar-2020

Last updated : 30-Mar-2020

DESCRIPTION
A black screen is displayed for a few seconds (with audio) when playing a HD video (720p or 1080p) in full screen mode with the Movies & TV app. This occurs when the display resolution is set to 720p or 1080p.

SCOPE
The information in this document applies to the following:
Applications:
Microsoft Movies & TV app
Driver:
Intel Video Graphic Driver, v100.7156
Computers:
  • HP EliteBook 1030 G1 Notebook PC
  • HP EliteBook 1040 G3 Notebook PC
  • HP EliteBook 1050 G1 Notebook PC
  • HP EliteBook 2170p Notebook PC
  • HP EliteBook 2530p Notebook PC
  • HP EliteBook 2540p Notebook PC
  • HP EliteBook 2560p Notebook PC
  • HP EliteBook 2570p Notebook PC
  • HP EliteBook 2730p Notebook PC
  • HP EliteBook 6930p Notebook PC
  • HP EliteBook 820 G1 Notebook PC
  • HP EliteBook 820 G2 Notebook PC
  • HP EliteBook 820 G3 Notebook PC
  • HP EliteBook 828 G3 Notebook PC
  • HP EliteBook 830 G5 Notebook PC
  • HP EliteBook 830 G6 Notebook PC
  • HP EliteBook 830 G7 Notebook PC
  • HP EliteBook 836 G5 Notebook PC
  • HP EliteBook 836 G6 Notebook PC
  • HP EliteBook 840 G1 Notebook PC
  • HP EliteBook 840 G2 Notebook PC
  • HP EliteBook 840 G3 Notebook PC
  • HP EliteBook 840 G5 Healthcare Edition Notebook PC
  • HP EliteBook 840 G5 Notebook PC
  • HP EliteBook 840 G6 Healthcare Edition Notebook PC
  • HP EliteBook 840 G6 Notebook PC
  • HP EliteBook 840r G4 Notebook PC
  • HP EliteBook 8440p Notebook PC
  • HP EliteBook 8440w Mobile Workstation
  • HP EliteBook 846 G5 Notebook PC
  • HP EliteBook 8460p Notebook PC
  • HP EliteBook 8460w Mobile Workstation
  • HP EliteBook 846r G4 Notebook PC
  • HP EliteBook 8470p Notebook PC
  • HP EliteBook 8470w Mobile Workstation
  • HP EliteBook 848 G3 Notebook PC
  • HP EliteBook 850 G1 Notebook PC
  • HP EliteBook 850 G2 Notebook PC
  • HP EliteBook 850 G3 Notebook PC
  • HP EliteBook 850 G5 Notebook PC
  • HP EliteBook 850 G6 Notebook PC
  • HP EliteBook 8530p Notebook PC
  • HP EliteBook 8530w Mobile Workstation
  • HP EliteBook 8540p Notebook PC
  • HP EliteBook 8540w Mobile Workstation
  • HP EliteBook 8560p Notebook PC
  • HP EliteBook 8560w Mobile Workstation
  • HP EliteBook 8570p Notebook PC
  • HP EliteBook 8570w Mobile Workstation
  • HP EliteBook 8730w Mobile Workstation
  • HP EliteBook 8740w Mobile Workstation
  • HP EliteBook 8760w Mobile Workstation
  • HP EliteBook 8770w Mobile Workstation
  • HP EliteBook Folio 1020 Bang & Olufsen Limited Edition
  • HP EliteBook Folio 1020 G1 Notebook PC
  • HP EliteBook Folio 1020 G1 Special Edition Notebook PC
  • HP EliteBook Folio 1020 G2 Special Edition Notebook PC
  • HP EliteBook Folio 1040 G1 Notebook PC
  • HP EliteBook Folio 1040 G2 Notebook PC
  • HP EliteBook Folio 9470m Notebook PC
  • HP EliteBook Folio 9470m Ultrabook
  • HP EliteBook Folio 9480m Notebook PC
  • HP EliteBook Folio G1 Notebook PC
  • HP EliteBook Folio G2 Notebook PC
  • HP EliteBook x360 1020 G2 Notebook PC
  • HP EliteBook x360 1030 G2 Notebook PC
  • HP EliteBook x360 1030 G3 Notebook PC
  • HP EliteBook x360 1030 G4 Notebook PC
  • HP EliteBook x360 1040 G5 Notebook PC
  • HP EliteBook x360 1040 G6 Notebook PC
  • HP EliteBook x360 830 G5 Notebook PC
  • HP EliteBook x360 830 G6 Notebook PC
  • HP Pro x2 410 G1 Notebook PC
  • HP Pro x2 410 G2 Notebook PC
  • HP Pro x2 612 G1 series
  • HP ProBook 11 EE G1 Notebook PC
  • HP ProBook 4230s Notebook PC
  • HP ProBook 430 G1 Notebook PC
  • HP ProBook 430 G2 Notebook PC
  • HP ProBook 430 G3 Notebook PC
  • HP ProBook 430 G7 Notebook PC
  • HP ProBook 4310s Notebook PC
  • HP ProBook 4311s Notebook PC
  • HP ProBook 4320s Notebook PC
  • HP ProBook 4321s Notebook PC
  • HP ProBook 4325s Notebook PC
  • HP ProBook 4326s Notebook PC
  • HP ProBook 4330s Notebook PC
  • HP ProBook 4331s Notebook PC
  • HP ProBook 4340s Notebook PC
  • HP ProBook 4341s Notebook PC
  • HP ProBook 440 G0 Notebook PC
  • HP ProBook 440 G1 Notebook PC
  • HP ProBook 440 G2 Notebook PC
  • HP ProBook 440 G3 Notebook PC
  • HP ProBook 4410s Notebook PC
  • HP ProBook 4411s Notebook PC
  • HP ProBook 4415s Notebook PC
  • HP ProBook 4416s Notebook PC
  • HP ProBook 4420s Notebook PC
  • HP ProBook 4421s Notebook PC
  • HP ProBook 4425s Notebook PC
  • HP ProBook 4430s Notebook PC
  • HP ProBook 4431s Notebook PC
  • HP ProBook 4435s Notebook PC
  • HP ProBook 4436s Notebook PC
  • HP ProBook 4440s Notebook PC
  • HP ProBook 4441s Notebook PC
  • HP ProBook 4445s Notebook PC
  • HP ProBook 4446s Notebook PC
  • HP ProBook 445 G1 Notebook PC
  • HP ProBook 445 G2 Notebook PC
  • HP ProBook 445 G6 Notebook PC
  • HP ProBook 445R G6 Notebook PC
  • HP ProBook 450 G0 Notebook PC
  • HP ProBook 450 G1 Notebook PC
  • HP ProBook 450 G2 Notebook PC
  • HP ProBook 450 G3 Notebook PC
  • HP ProBook 4510s Notebook PC
  • HP ProBook 4515s Notebook PC
  • HP ProBook 4520s Notebook PC
  • HP ProBook 4525s Notebook PC
  • HP ProBook 4530s Notebook PC
  • HP ProBook 4535s Notebook PC
  • HP ProBook 4540s Notebook PC
  • HP ProBook 4545s Notebook PC
  • HP ProBook 455 G1 Notebook PC
  • HP ProBook 455 G2 Notebook PC
  • HP ProBook 455 G3 Notebook PC
  • HP ProBook 455 G4 Notebook PC
  • HP ProBook 455R G6 Notebook PC
  • HP ProBook 470 G0 Notebook PC
  • HP ProBook 470 G1 Notebook PC
  • HP ProBook 470 G2 Notebook PC
  • HP ProBook 470 G3 Notebook PC
  • HP ProBook 470 G5 Notebook PC
  • HP ProBook 4710s Notebook PC
  • HP ProBook 4720s Notebook PC
  • HP ProBook 4730s Notebook PC
  • HP ProBook 4740s Notebook PC
  • HP ProBook 5220m Notebook PC
  • HP ProBook 5310m Notebook PC
  • HP ProBook 5320m Notebook PC
  • HP ProBook 5330m Notebook PC
  • HP ProBook 6360b Notebook PC
  • HP ProBook 640 G1 Notebook PC
  • HP ProBook 640 G2 Notebook PC
  • HP ProBook 640 G4 Notebook PC
  • HP ProBook 640 G5 Notebook PC
  • HP ProBook 6440b Notebook PC
  • HP ProBook 6445b Notebook PC
  • HP ProBook 645 G1 Notebook PC
  • HP ProBook 645 G2 Notebook PC
  • HP ProBook 645 G3 Notebook PC
  • HP ProBook 645 G4 Notebook PC
  • HP ProBook 6450b Notebook PC
  • HP ProBook 6455b Notebook PC
  • HP ProBook 6460b Notebook PC
  • HP ProBook 6465b Notebook PC
  • HP ProBook 6470b Notebook PC
  • HP ProBook 6475b Notebook PC
  • HP ProBook 650 G1 Notebook PC
  • HP ProBook 650 G2 Notebook PC
  • HP ProBook 650 G4 Hex Core Notebook PC
  • HP ProBook 650 G4 Notebook PC
  • HP ProBook 650 G5 Notebook PC
  • HP ProBook 6540b Notebook PC
  • HP ProBook 6545b Notebook PC
  • HP ProBook 655 G1 Notebook PC
  • HP ProBook 655 G2 Notebook PC
  • HP ProBook 655 G3 Notebook PC
  • HP ProBook 6550b Notebook PC
  • HP ProBook 6555b Notebook PC
  • HP ProBook 6560b Notebook PC
  • HP ProBook 6565b Notebook PC
  • HP ProBook 6570b Notebook PC
  • HP ProBook x360 11 G1 EE Notebook PC
  • HP ProBook x360 11 G2 EE Notebook PC
  • HP ProBook x360 11 G3 EE Notebook PC
  • HP ProBook x360 11 G4 EE Notebook PC
  • HP ProBook x360 11 G5 EE Notebook PC
  • HP ProBook x360 11 G6 EE Notebook PC
  • HP ProBook x360 440 G1 Notebook PC
Operating Systems:
  • Microsoft Windows 10 TH2 (Version 1511)
  • Microsoft Windows 10 TH1 (Version 1507)
  • Microsoft Windows 10 RS5 (Version 1809)
  • Microsoft Windows 10 RS4 (Version 1803)
  • Microsoft Windows 10 RS3 (Version 1709)
  • Microsoft Windows 10 RS2 (Version 1703)
  • Microsoft Windows 10 RS1 (Version 1607)
  • Microsoft Windows 10 IoT (64-bit)
  • Microsoft Windows 10 19H1 (Version 1903)
RESOLUTION
To resolve this issue, download and install the following SoftPaq to update the Intel Video Driver and Control Panel:
SoftPaq Description
Release Notes
Download SoftPaq
Intel Video Driver and Control Panel
Version: 26.20.100.7263
Revision: W
SP99907 release notes
SP99907 File Download
note:
A more recent version of this software may be available. Check for newer versions at: http://www.hp.com/drivers.

Hardware platforms affected : HP EliteBook 1030 G1 Notebook PC, HP EliteBook 1040 G3 Notebook PC, HP EliteBook 1050 G1 Notebook PC, HP EliteBook 2170p Notebook PC, HP EliteBook 2530p Notebook PC, HP EliteBook 2540p Notebook PC, HP EliteBook 2560p Notebook PC, HP EliteBook 2570p Notebook PC, HP EliteBook 2730p Notebook PC, HP EliteBook 6930p Notebook PC, HP EliteBook 820 G1 Notebook PC, HP EliteBook 820 G2 Notebook PC, HP EliteBook 820 G3 Notebook PC, HP EliteBook 828 G3 Notebook PC, HP EliteBook 830 G5 Notebook PC, HP EliteBook 830 G6 Notebook PC, HP EliteBook 830 G7 Notebook PC, HP EliteBook 836 G5 Notebook PC, HP EliteBook 836 G6 Notebook PC, HP EliteBook 840 G1 Notebook PC, HP EliteBook 840 G2 Notebook PC, HP EliteBook 840 G3 Notebook PC, HP EliteBook 840 G5 Healthcare Edition Notebook PC, HP EliteBook 840 G5 Notebook PC, HP EliteBook 840 G6 Healthcare Edition Notebook PC, HP EliteBook 840 G6 Notebook PC, HP EliteBook 840r G4 Notebook PC, HP EliteBook 8440p Notebook PC, HP EliteBook 8440w Mobile Workstation, HP EliteBook 846 G5 Notebook PC, HP EliteBook 8460p Notebook PC, HP EliteBook 8460w Mobile Workstation, HP EliteBook 846r G4 Notebook PC, HP EliteBook 8470p Notebook PC, HP EliteBook 8470w Mobile Workstation, HP EliteBook 848 G3 Notebook PC, HP EliteBook 850 G1 Notebook PC, HP EliteBook 850 G2 Notebook PC, HP EliteBook 850 G3 Notebook PC, HP EliteBook 850 G5 Notebook PC, HP EliteBook 850 G6 Notebook PC, HP EliteBook 8530p Notebook PC, HP EliteBook 8530w Mobile Workstation, HP EliteBook 8540p Notebook PC, HP EliteBook 8540w Mobile Workstation, HP EliteBook 8560p Notebook PC, HP EliteBook 8560w Mobile Workstation, HP EliteBook 8570p Notebook PC, HP EliteBook 8570w Mobile Workstation, HP EliteBook 8730w Mobile Workstation, HP EliteBook 8740w Mobile Workstation, HP EliteBook 8760w Mobile Workstation, HP EliteBook 8770w Mobile Workstation, HP EliteBook Folio 1020 Bang & Olufsen Limited Edition, HP EliteBook Folio 1020 G1 Notebook PC, HP EliteBook Folio 1020 G1 Special Edition Notebook PC, HP EliteBook Folio 1020 G2 Special Edition Notebook PC, HP EliteBook Folio 1040 G1 Notebook PC, HP EliteBook Folio 1040 G2 Notebook PC, HP EliteBook Folio 9470m Notebook PC, HP EliteBook Folio 9470m Ultrabook, HP EliteBook Folio 9480m Notebook PC, HP EliteBook Folio G1 Notebook PC, HP EliteBook Folio G2 Notebook PC, HP EliteBook x360 1020 G2 Notebook PC, HP EliteBook x360 1030 G2 Notebook PC, HP EliteBook x360 1030 G3 Notebook PC, HP EliteBook x360 1030 G4 Notebook PC, HP EliteBook x360 1040 G5 Notebook PC, HP EliteBook x360 1040 G6 Notebook PC, HP EliteBook x360 830 G5 Notebook PC, HP EliteBook x360 830 G6 Notebook PC, HP Pro x2 410 G1 Notebook PC, HP Pro x2 410 G2 Notebook PC, HP Pro x2 612 G1, HP Pro x2 612 G2, HP ProBook 11 EE G1, HP ProBook 4230s Notebook PC, HP ProBook 430 G1 Notebook PC, HP ProBook 430 G2 Notebook PC, HP ProBook 430 G3 Notebook PC, HP ProBook 430 G7 Notebook PC, HP ProBook 4310s Notebook PC, HP ProBook 4311s Notebook PC, HP ProBook 4320s Notebook PC, HP ProBook 4321s Notebook PC, HP ProBook 4325s Notebook PC, HP ProBook 4326s Notebook PC, HP ProBook 4330s Notebook PC, HP ProBook 4331s Notebook PC, HP ProBook 4340s Notebook PC, HP ProBook 4341s Notebook PC, HP ProBook 440 G0 Notebook PC, HP ProBook 440 G1 Notebook PC, HP ProBook 440 G2 Notebook PC, HP ProBook 440 G3 Notebook PC, HP ProBook 4410s Notebook PC, HP ProBook 4411s Notebook PC, HP ProBook 4415s Notebook PC, HP ProBook 4416s Notebook PC, HP ProBook 4420s Notebook PC, HP ProBook 4421s Notebook PC, HP ProBook 4425s Notebook PC, HP ProBook 4430s Notebook PC, HP ProBook 4431s Notebook PC, HP ProBook 4435s Notebook PC, HP ProBook 4436s Notebook PC, HP ProBook 4440s Notebook PC, HP ProBook 4441s Notebook PC, HP ProBook 4445s Notebook PC, HP ProBook 4446s Notebook PC, HP ProBook 445 G1 Notebook PC, HP ProBook 445 G2 Notebook PC, HP ProBook 445 G6 Notebook PC, HP ProBook 445R G6 Notebook PC, HP ProBook 450 G0 Notebook PC, HP ProBook 450 G1 Notebook PC, HP ProBook 450 G2 Notebook PC, HP ProBook 450 G3 Notebook PC, HP ProBook 4510s Notebook PC, HP ProBook 4515s Notebook PC, HP ProBook 4520s Notebook PC, HP ProBook 4525s Notebook PC, HP ProBook 4530s Notebook PC, HP ProBook 4535s Notebook PC, HP ProBook 4540s Notebook PC, HP ProBook 4545s Notebook PC, HP ProBook 455 G1 Notebook PC, HP ProBook 455 G2 Notebook PC, HP ProBook 455 G3 Notebook PC, HP ProBook 455 G4 Notebook PC, HP ProBook 455R G6 Notebook PC, HP ProBook 470 G0 Notebook PC, HP ProBook 470 G1 Notebook PC, HP ProBook 470 G2 Notebook PC, HP ProBook 470 G3 Notebook PC, HP ProBook 470 G5 Notebook PC, HP ProBook 4710s Notebook PC, HP ProBook 4720s Notebook PC, HP ProBook 4730s Notebook PC, HP ProBook 4740s Notebook PC, HP ProBook 5220m Notebook PC, HP ProBook 5310m Notebook PC, HP ProBook 5320m Notebook PC, HP ProBook 5330m Notebook PC, HP ProBook 6360b Notebook PC, HP ProBook 640 G1 Notebook PC, HP ProBook 640 G2 Notebook PC, HP ProBook 640 G4 Notebook PC, HP ProBook 640 G5 Notebook PC, HP ProBook 6440b Notebook PC, HP ProBook 6445b Notebook PC, HP ProBook 645 G1 Notebook PC, HP ProBook 645 G2 Notebook PC, HP ProBook 645 G3 Notebook PC, HP ProBook 645 G4 Notebook PC, HP ProBook 6450b Notebook PC, HP ProBook 6455b Notebook PC, HP ProBook 6460b Notebook PC, HP ProBook 6465b Notebook PC, HP ProBook 6470b Notebook PC, HP ProBook 6475b Notebook PC, HP ProBook 650 G1 Notebook PC, HP ProBook 650 G2 Notebook PC, HP ProBook 650 G4 Hex Core Notebook PC, HP ProBook 650 G4 Notebook PC, HP ProBook 650 G5 Notebook PC, HP ProBook 6540b Notebook PC, HP ProBook 6545b Notebook PC, HP ProBook 655 G1 Notebook PC, HP ProBook 655 G2 Notebook PC, HP ProBook 655 G3 Notebook PC, HP ProBook 6550b Notebook PC, HP ProBook 6555b Notebook PC, HP ProBook 6560b Notebook PC, HP ProBook 6565b Notebook PC, HP ProBook 6570b Notebook PC, HP ProBook x360 11 G1 EE Notebook PC, HP ProBook x360 11 G2 EE Notebook PC, HP ProBook x360 11 G3 EE Notebook PC, HP ProBook x360 11 G4 EE Notebook PC, HP ProBook x360 11 G5 EE Notebook PC, HP ProBook x360 11 G6 EE Notebook PC, HP ProBook x360 440 G1 Notebook PC

Operating systems affected : Not applicable

Software affected : Not applicable

Support Communication Cross Reference ID : IA06606385

© Copyright 2023 HP Development Company, L.P.
HP Inc. shall not be liable for technical or editorial errors or omissions contained herein. The information provided is provided "as is" without warranty of any kind. To the extent permitted by law, neither HP or its affiliates, subcontractors or suppliers will be liable for incidental, special or consequential damages including downtime cost; lost profits; damages relating to the procurement of substitute products or services; or damages for loss of data, or software restoration. The information in this document is subject to change without notice. HP Inc. and the names of HP products referenced herein are trademarks of HP Inc. in the United States and other countries. Other product and company names mentioned herein may be trademarks of their respective owners.

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