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SUPPORT COMMUNICATION- CUSTOMER ADVISORY

Document ID: c06258014

Version: 2

HP EliteBook G6, x360 1040 G5, Probook 11 EE x360 G3, G4, ZBook G6 Mobile Workstation PCs - 4K Video Flickers When the Display Is Switched to Extend Display Mode

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 : 07-Mar-2019

Last updated : 07-Mar-2019

DESCRIPTION
4K Video flickers when the internal display is switched to Extend display mode and the video is set to full screen mode. This occurs while playing video on the Microsoft Movies & TV app. The issue occurs due to a difference the in refresh rate between the internal and external monitors. Computers with 2K or FHD monitors attached may also exhibit this issue.

SCOPE
The information in this document applies to the following:
Applications:
Microsoft Movies & TV app
Computers:
  • HP EliteBook 830 G6 Notebook PC series
  • HP EliteBook 840 G6 Healthcare Edition Notebook PC series
  • HP EliteBook 840 G6 Notebook PC series
  • HP EliteBook 850 G6 Notebook PC series
  • HP EliteBook x360 1040 G5 Notebook PC series
  • HP ProBook 640 G5 Notebook PC series
  • HP ProBook x360 11 G3 EE Notebook PC series
  • HP ProBook x360 11 G4 EE Notebook PC series
  • HP ZBook 14u G6 Mobile Workstation series
  • HP ZBook 15u G6 Mobile Workstation series
Operating Systems:
  • Microsoft Windows 10 RS4 (Version 1803)
  • Microsoft Windows 10 RS5 (Version 1809)
RESOLUTION
To work around this issue, follow the steps below to set the screen refresh rate:
NOTE: Modify the refresh rate for both internal and external monitors.
  1. Select Settings.
  2. Click System.
  3. Click Display.
  4. Select Display adapter properties.
  5. Click the Monitor tab.
  6. Under Monitor Settings, use the drop-down menu to select the desired refresh rate.
  7. Click the Apply button.
  8. Select display 2 (external monitor).
  9. Select Display adapter properties for Display 2.
  10. Click the Monitor tab.
  11. Under Monitor Settings, use the same refresh rate selected for display 1.
  12. Click the OK button.

Hardware platforms affected : HP EliteBook 830 G6 Notebook PC, HP EliteBook 840 G6 Healthcare Edition Notebook PC, HP EliteBook 840 G6 Notebook PC, HP EliteBook 850 G6 Notebook PC, HP EliteBook x360 1040 G5 Notebook PC, HP ProBook 640 G5 Notebook PC, HP ProBook x360 11 G3 EE Notebook PC, HP ProBook x360 11 G4 EE Notebook PC, HP ZBook 14u G6 Mobile Workstation, HP ZBook 15u G6 Mobile Workstation

Operating systems affected : Not applicable

Software affected : Not applicable

Support Communication Cross Reference ID : IA06258014

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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