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SUPPORT COMMUNICATION- CUSTOMER ADVISORY

Document ID: c06568149

Version: 1

HP EliteBook G5, ProBook G4 Notebook PCs - YouTube Video May Not Play Properly When Using Google Chrome

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 : 18-Feb-2020

Last updated : 19-Feb-2020

DESCRIPTION
The video playback window may have a green tint or may be blank (black) when playing HD YouTube videos.

SCOPE
The information in this document applies to the following:
Applications:
Google Chrome version 72.0.3626.121.
Computers:
  • HP EliteBook 735 G5 Notebook PC
  • HP EliteBook 745 G5 Notebook PC
  • HP EliteBook 755 G5 Notebook PC
  • HP ProBook 645 G4 Notebook PC
Operating Systems:
Microsoft Windows 10 RS4 (Version 1803)
RESOLUTION
To resolve this issue, perform one of the following options:
Install the latest version of Google Chrome browser on their device or upgrade AMD graphics driver to version 19.10.24.04 or later.
Option 1. Upgrade Google Chrome browser to the latest version:
https://support.google.com/chrome/answer/95414?co=GENIE.Platform%3DDesktop&hl=en
Option 2. Download and install the following SoftPaq to update the graphics driver:
SoftPaq Description
Release Notes
Download SoftPaq
AMD Video Drivers and Control Panel

Version: 19.10.24.04
Revision: F
note:
A more recent version of this software may be available. Check for newer versions at: http://www.hp.com/drivers
Option 3. Disable hardware acceleration in the Google Chrome browser.

  1. Locate the chrome://settings in the address bar.
  2. Select the Advanced link located at the bottom of the page.



  3. Locate the System section located at bottom of the page.



  4. Click the switch to disable Use hardware acceleration when available.



  5. Exit and re-launch Google Chrome.
  6. Verify that the browser settings for hardware acceleration is set to disabled.
To learn more about Hardware Acceleration:( https://www.lifewire.com/hardware-acceleration-in-chrome-4125122)
note:
The preceding link takes you outside the HP Web site. HP does not control and is not responsible for information outside the HP Web site.
  caution:
Disabling hardware acceleration in Chrome browser can cause the CPU utilization to increase.

Hardware platforms affected : HP EliteBook 735 G5 Notebook PC, HP EliteBook 745 G5 Notebook PC, HP EliteBook 755 G5 Notebook PC, HP ProBook 645 G4 Notebook PC

Operating systems affected : Not applicable

Software affected : Not applicable

Support Communication Cross Reference ID : IA06568149

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 restorationThe 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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