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Razer Blade 2016 1060 HDCP NetFlix

Discussion in 'Systems' started by robradina, Dec 30, 2016.

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  1. Razer Blade 2016 1060 - QHD - 512GB SSD

    Has anyone had problems with HDCP compatibility with their 2016 Blade V2? The specifications for the Blade claim HDMI 2.0 but when I try to play Netflix on a Samsung TV hooked up via the HDMI port, the audio plays but there is no video. I've tried with the Netflix Windows 10 app, Edge and Chrome. Chrome will play the video until I choose fullscreen -- then the video goes black. This typically means there is an HDCP problem.

    I have asked Razer support for help yesterday and I'm waiting for them to reply.

    Observations:
    1) ASUS laptop with a 950m works great with the same HDMI cable and TV.
    2) ASUS laptop's device manager reports two Generic PNP monitors. In the property tab for BOTH, integrated graphics is listed as the location.
    3) Blade device manager reports two Generic PNP monitors but the locations differ. One is integrated and one is GTX 1060.
    4) If I extend my Blade desktop between the built-in screen and the external TV, Netflix plays fine on the laptop screen as a window or full screen. If I drag an active video from the laptop screen to the external monitor, sound continues but the video goes black. Drag it back to the laptop screen, video returns.
    5) Intel integrated graphics control panel is only aware of the laptop screen. Likewise the nVidia control panel is only aware of the external display.
    6) Windows 10 seems a little confused by the HDMI display. The resolution was not correct when I first connected it and I was not able to change the resolution from Windows. I had to use the nVidia control panel.
    7) nVidia control panel claims external monitor setup is HDCP compliant (see attached screenshot)
    8) Installing GeForce experience and updating the nVidia drivers to the latest version did not help.
    9) Manually downloaded and installed latest Intel drivers for 6th gen chips did not help.
    10) Used the recovery partition to restore the Blade to factory image, did not help
    11) See attached screenshot for nVidia System Information
     

    Attached Files:

    Last edited: Dec 30, 2016
  2. Are there any other Razer 2016 GTX 1060 owners who have tried to play HDCP video (i.e NetFlix) with an HDMI-attached external display?

    Here is Razer support's advice:

    Hi Robert,

    Thank you for contacting Razer System Support. I'm Jacob, and I will be assisting you today.Please do follow the steps below:

    1) Ensure that your external display is running at its native resolution by right-clicking on your desktop, selecting 'Screen resolution' and configure your external display.
    2) Use a different HDMI cable.
    3) Reset or reconfigure your external display.

    If you have futher enquiries,feel free to get in touch again.

    Have a good day ahead

    Sincerely,

    XXXXXX

    Razer - Tier 1

    None of these suggestions changed the outcome.

    If this works for others, perhaps I have a hardware defect. If others have this problem, it must be some kind of design issue.

    At this point, I've had nothing but frustration with this laptop. I've learned it won't drive dual external displays from the Thunderbolt port due to a Razer design decision and now it won't play HDCP movies on an external monitor.

    For $2,500, Razer, you are batting 0.000 right now. I'm ready to return the unit.
     
  3. aab010799

    aab010799 Active Member

    Just tested my 2016 1060 Blade 14 and the HDMI output works flawlessly as expected. Netflix works perfectly for me. Tried on Sylvania and Panasonic TVs and it works great. I'm not sure what could differ in your setup, but I'd guess it is something that is defective with your unit.
     
  4. Thanks for the information. If it's not too much trouble, could you share a bit more info?

    1) Do you see the same Generic PNP Monitor situation I described in my original post? (i.e. one shows location as Intel Integrated Graphics and one shows nVidia GTX 1080).
    2) When you open your nVidia control panel without an external display connected, does it detect your laptop screen? (i.e. mine only shows the 3D group because it does not know about my internal screen).
    3) When you have an external display connected, does your Intel Graphics Settings see the external display or just the internal laptop screen?
    4) The Sylvania and Panasonic TVs you tried 2K or 4K units?
    5) Are you using high speed HDMI cables?

    If you can provide any or all of this information, many thanks. If not, thanks again for providing input regarding your unit not having HDCP problems.

    From my perspective, I tried to connect my Razer to a 40" Samsung in the family room and a Toshiba 40" in the kitchen. Both are 1080p screens and unlike my smaller 32" Samsung, the nVidia control panel is not happy with either regarding HDCP. It claims neither support it and as expected, Netflix fails to play.

    I have several more dedicated monitors to try in the house but so far I'm batting zero.

    What's strange is all of these TVs work fine with Netflix running on several other laptops in the house, a Chromecast device, an Amazon Fire TV stick and an XBox 360. My Razer is the exception.
     
  5. aab010799

    aab010799 Active Member

    I can update a bit more later, but one of the TVs was an old 720p tv I have. The other is only 1080i. I was using the HDMI cable that came with an Xbox one (I believe it is a high speed 4k capable HDMI cable).

    I'll try to take a look on my Blade and answer your other questions.
    I could be wrong but I truly believe if you've already tried it on multiple setups that it must be something wrong with the laptop. It just doesn't make sense to me. However it would also be pretty weird for it to be faulty.
     
  6. I agree that it's likely something wrong with the unit. Thank you for helping.

    I did have one additional question. Do you have the FHD or QHD unit? Not sure that matters but that could change a few things inside and I want to accurately report your success to Razer support. Thanks again.
     
  7. aab010799

    aab010799 Active Member

    Mine is FHD. So I guess that could potentially cause a difference, but I'm not sure why.
     
  8. Update: Firefox either doesn't honor HDCP or their detection is superior to that of the Netflix Windows 10 UWP app, Chrome, Internet Explorer 11 and Edge. Firefox plays YouTube, Amazon and Netflix videos through my Blade's HDMI port without any issues.

    Further, I have discovered that Chrome will play Netflix, full-screen YouTube and Amazon videos through my Blade's HDMI port provided I am using the "extend" or "duplicate" multiple display support mode. It does not work if I try to exclusively use Blade's HDMI port as the only display.

    Edge, Internet Explore and the Netflix UWP (metro) app only play audio (no video) no matter what I try.

    This certainly feels like some type of driver/BIOS/firmware/Windows 10 issue or some combination of more than one. However, another Blade 1060 owner with FHD (I have QHD) reported no problems using the HDMI port.

    I am still waiting on a second reply from Razer tech support.
     
  9. Update: Discovered elsewhere on the Internet that others have this same problem albeit described differently (i.e. no full screen video on external monitor).

    Possible fix:
    https://www.reddit.com/r/razer/comments/578s60/fix_for_blank_screen_on_external_monitor_razer/

    Similar issue:
    https://www.reddit.com/r/razer/comments/59fkgu/fullscreen_video_is_black_chromeedge_in_blade/

    The possible fix link includes a comment that recommended disabling the internal Intel Graphics adapter. I did that and although things seem a little odd (nVidia control panel will not start without external monitor), I finally have video on my external monitor in all apps (IE, Edge, Chrome, Netflix) and they all can go full screen without being blacked out.

    The comment that mentions disabling the integrated Intel graphics also mentioned the Alienware graphics amplifier (similar to the Razer core) has this problem. However, the problem I have as well as others do not involve the Razer core. However, the tip did work so perhaps the common connection is systems that are designed to work with external graphics enclosures?

    Bottom line: I'm no longer convinced it is a hardware problem. It seems more like a firmware/driver/Windows problem and my money is leaning toward a Windows problem since it controls multiple displays and it's API likely determines if the display is HDCP compliant. However, it could also the nVidia and Intel integrated graphics not cooperating with Windows or providing incorrect information to Windows -- which then passes corrupt information to the apps.

    Regardless, it's a major pain and Razer should work with Intel, nVidia and Microsoft to get to the bottom of it. It's 2016 and multiple displays, HDMI, HDCP and using external monitors with laptops is are mainstream use cases.

    I'm also wondering if the problem might also be rooted in the external monitor's HDCP level (even though the nVidia graphics panel claims my monitor is HDCP compliant, it frowned upon other older devices in the house.) I've postponing the 4K shift but perhaps this is the motivation to get a 4K monitor that supports HDMI 2.0 and HDCP 2.2. If that solves the issue without disabling the Intel chipset, there's still a problem with older TVs that shouldn't be a problem but the issue will be that much more well-defined.
     
    Last edited: Jan 1, 2017
  10. Update: Bought a Sony XBR-49X800D 43" 4K TV -- HDMI 2.0, HDCP 2.2 and HDR support. This did not solve the Blade's HDCP problem. I still have to disable the Intel integrated graphics controller to make the Blade HDMI port fully work (i.e. play HDCP videos).

    However, with the integrated graphics disabled, it works great. YouTube 4K HDR videos are amazing on the new screen. I'm also using it as my main workstation monitor and it's awesome. I have a display "wall" and the 60hz refresh is smooth. No, not 144hz gaming smooth but still pretty smooth.
     
  11. Jaisani

    Jaisani Cat

    Hey @robradina so sorry for the inconvenience caused. I've contacted you directly to assist you further with this issue.

    Also to anyone facing similar please do feel free to contact our Support Team and they will be able to assist you. :)
     
  12. Don't bother contacting support. Razer support said I had to send the unit back to their support group so they could determine if there was a hardware problem. The unit went back to Razer. The tech claimed the motherboard was replaced. The unit arrived and it still exhibits the same problem. (I'm not surprised a bit because I exhaustively tried to explain to support that it's likely a driver / Windows problem.)

    I contacted Razer for a refund since I no longer want a $2,500 laptop that won't play videos through its own HDMI port. They promptly informed me they cannot issue a refund because I'm outside the 14 day return period. Apparently customer satisfaction is not important.

    Uncle Razer. It was an expensive lesson. Rest assured I will not be providing a positive review of your products or services and I will definitely make sure anyone who asks knows how I have been treated.
     
  13. I am sorry to hear about the experience that you had. This is definitely not what we strive to be for our service experience. I will be dropping you a PM to find out more about your case details and will look into this on my end.

    Best Regards,

    Razer Customer Support
     
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