Green Screen with Toshiba Satellite C75D-A

[nickm01]

Hey Alicia, don't mean to bump a 2 month old topic but exactly what you described word for word is EXACTLY the problem I'm having in Windows 8. Exactly. I can't right click videos to turn off "hardware acceleration" either. Using software rendering instead of GPU also tends not to work. I've been having this issue about 3 months after buying Laptop. Which is a Toshiba so its different than yours. Updated all drivers (which is a pain on Toshiba's) and have tried everything. Don't be fooled by the quick fixes, usually restarting, waiting and what not it'll restore the videos but they always fall back to green screens.

The ONLY thing that has made a temporary fix and even this hasn't worked 100%, maybe like 75% is going to advanced options in IE and hitting the "reset" button then restarting my computer. Unfortunately I have to go in and redo all my settings which is a pain but that does occasionally fix it.

The videos this happens to are ALL video types, not just adobe unfortunately. Youtube videos, ADVERTISEMENT videos on the side of web pages even. I'm still trying to find a fix to this for the past 8 months. The only satisfaction I get is that videos inexplicably begin to work again after a day. If you do find a permanent fix I would love to hear it.

[jeromiec83223024]

On Windows 8 and higher, Flash Player is a built-in component of Internet Explorer.  Disabling hardware acceleration in the browser should disable hardware acceleration in Flash Player as well, but I can't think of a good way to have you confirm that that behavior is working as expected from your end.

YouTube is constantly running experiments, and not all of their videos are encoded the same way.  It's pretty common for the commercials to be encoded differently that the actual video, so I'm not surprised by the behavior you're seeing.  They have a lot of telemetry, so my guess is that they push a change, see a huge spike in failures for users on a particular configuration, and then roll it back out for those users. 

First things first, make sure that you have all the latest updates installed from Windows Update.  If that's not resolving the issue for you, I'd highly recommend trying an alternative browser like Google Chrome or Firefox.

Detailed information on your configuration would help us investigate the issue further. 

To get this, open a command prompt and type:

dxdiag

Hit enter, and you should get the DirectX diagnostic tool.

Choose Save All Information, and save it to somewhere like your desktop

Open the file with a text editor, and just copy and paste the contents into a reply here.

We can see if we have a similar machine in our labs, and/or raise it with our counterparts on the IE team.

[nickm01]

Won't let me do that either. Seems like what I'm pasting is to big, I'll have to divide it into different post

------------------
System Information
------------------
Time of this report: 10/4/2014, 18:45:36
       Machine name: NICHOLAS
   Operating System: Windows 8.1 64-bit (6.3, Build 9600) (9600.winblue_gdr.140723-2018)
           Language: English (Regional Setting: English)
System Manufacturer: TOSHIBA
       System Model: Satellite C75D-A
               BIOS: 1.40
          Processor: AMD A4-5000 APU with Radeon(TM) HD Graphics     (4 CPUs), ~1.5GHz
             Memory: 6144MB RAM
Available OS Memory: 5582MB RAM
          Page File: 1761MB used, 9451MB available
        Windows Dir: C:\Windows
    DirectX Version: DirectX 11
DX Setup Parameters: Not found
   User DPI Setting: Using System DPI
System DPI Setting: 96 DPI (100 percent)
    DWM DPI Scaling: Disabled
     DxDiag Version: 6.03.9600.16384 64bit Unicode

------------
DxDiag Notes
------------
      Display Tab 1: No problems found.
        Sound Tab 1: No problems found.
          Input Tab: No problems found.

--------------------
DirectX Debug Levels
--------------------
Direct3D:    0/4 (retail)
DirectDraw:  0/4 (retail)
DirectInput: 0/5 (retail)
DirectMusic: 0/5 (retail)
DirectPlay:  0/9 (retail)
DirectSound: 0/5 (retail)
DirectShow:  0/6 (retail)

---------------
Display Devices
---------------
          Card name: AMD Radeon HD 8330
       Manufacturer: Advanced Micro Devices, Inc.
          Chip type: AMD Radeon HD 8330 (0x9832)
           DAC type: Internal DAC(400MHz)
        Device Type: Full Device
         Device Key: Enum\PCI\VEN_1002&DEV_9832&SUBSYS_FA851179&REV_00
     Display Memory: 3055 MB
   Dedicated Memory: 495 MB
      Shared Memory: 2560 MB
       Current Mode: 1600 x 900 (32 bit) (60Hz)
       Monitor Name: Generic PnP Monitor
      Monitor Model: unknown
         Monitor Id: LGD0396
        Native Mode: 1600 x 900(p) (60.083Hz)
        Output Type: Internal
        Driver Name: aticfx64.dll,aticfx64.dll,aticfx64.dll,aticfx32,aticfx32,aticfx32,atiumd64.dll,atidxx64.dll,atidxx64.dll,atiumdag,atidxx32,atidxx32,atiumdva,atiumd6a.cap,atitmm64.dll
Driver File Version: 8.17.0010.1280 (English)
     Driver Version: 14.100.0.0
        DDI Version: 11.1
     Feature Levels: 11.1,11.0,10.1,10.0,9.3,9.2,9.1
       Driver Model: WDDM 1.3
Graphics Preemption: DMA
Compute Preemption: DMA
           Miracast: Supported
Hybrid Graphics GPU: Not Supported
     Power P-states: Not Supported
  Driver Attributes: Final Retail
   Driver Date/Size: 4/17/2014 19:42:54, 1343272 bytes
        WHQL Logo'd: Yes
    WHQL Date Stamp:
  Device Identifier: {D7B71EE2-DB72-11CF-C977-8FDABEC2C535}
          Vendor ID: 0x1002
          Device ID: 0x9832
          SubSys ID: 0xFA851179
        Revision ID: 0x0000
Driver Strong Name: oem30.inf:cb0ae414e9164b11:ati2mtag_Kabini_Mobile:14.100.0.0:pci\ven_1002&dev_9832
     Rank Of Driver: 00DA2001
        Video Accel: ModeMPEG2_A ModeMPEG2_C ModeVC1_C ModeWMV9_C
        DXVA2 Modes: DXVA2_ModeMPEG2_VLD  DXVA2_ModeMPEG2_IDCT  DXVA2_ModeH264_VLD_NoFGT  DXVA2_ModeVC1_VLD  DXVA2_ModeVC1_IDCT  DXVA2_ModeWMV9_IDCT 
   Deinterlace Caps: {6E8329FF-B642-418B-BCF0-BCB6591E255F}: Format(In/Out)=(YUY2,YUY2) Frames(Prev/Fwd/Back)=(0,0,1) Caps=VideoProcess_YUV2RGB VideoProcess_StretchX VideoProcess_StretchY DeinterlaceTech_PixelAdaptive
                     {335AA36E-7884-43A4-9C91-7F87FAF3E37E}: Format(In/Out)=(YUY2,YUY2) Frames(Prev/Fwd/Back)=(0,0,0) Caps=VideoProcess_YUV2RGB VideoProcess_StretchX VideoProcess_StretchY DeinterlaceTech_BOBVerticalStretch
                     {5A54A0C9-C7EC-4BD9-8EDE-F3C75DC4393B}: Format(In/Out)=(YUY2,YUY2) Frames(Prev/Fwd/Back)=(0,0,0) Caps=VideoProcess_YUV2RGB VideoProcess_StretchX VideoProcess_StretchY
                     {6E8329FF-B642-418B-BCF0-BCB6591E255F}: Format(In/Out)=(UYVY,UYVY) Frames(Prev/Fwd/Back)=(0,0,1) Caps=VideoProcess_YUV2RGB VideoProcess_StretchX VideoProcess_StretchY DeinterlaceTech_PixelAdaptive
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                     {5A54A0C9-C7EC-4BD9-8EDE-F3C75DC4393B}: Format(In/Out)=(UYVY,UYVY) Frames(Prev/Fwd/Back)=(0,0,0) Caps=VideoProcess_YUV2RGB VideoProcess_StretchX VideoProcess_StretchY
                     {5A54A0C9-C7EC-4BD9-8EDE-F3C75DC4393B}: Format(In/Out)=(YV12,0x32315659) Frames(Prev/Fwd/Back)=(0,0,0) Caps=
                     {3C5323C1-6FB7-44F5-9081-056BF2EE449D}: Format(In/Out)=(NV12,0x3231564e) Frames(Prev/Fwd/Back)=(0,0,2) Caps=VideoProcess_YUV2RGB VideoProcess_StretchX VideoProcess_StretchY DeinterlaceTech_PixelAdaptive
                     {552C0DAD-CCBC-420B-83C8-74943CF9F1A6}: Format(In/Out)=(NV12,0x3231564e) Frames(Prev/Fwd/Back)=(0,0,2) Caps=VideoProcess_YUV2RGB VideoProcess_StretchX VideoProcess_StretchY DeinterlaceTech_PixelAdaptive
                     {6E8329FF-B642-418B-BCF0-BCB6591E255F}: Format(In/Out)=(NV12,0x3231564e) Frames(Prev/Fwd/Back)=(0,0,1) Caps=VideoProcess_YUV2RGB VideoProcess_StretchX VideoProcess_StretchY DeinterlaceTech_PixelAdaptive
                     {335AA36E-7884-43A4-9C91-7F87FAF3E37E}: Format(In/Out)=(NV12,0x3231564e) Frames(Prev/Fwd/Back)=(0,0,0) Caps=VideoProcess_YUV2RGB VideoProcess_StretchX VideoProcess_StretchY DeinterlaceTech_BOBVerticalStretch
                     {5A54A0C9-C7EC-4BD9-8EDE-F3C75DC4393B}: Format(In/Out)=(NV12,0x3231564e) Frames(Prev/Fwd/Back)=(0,0,0) Caps=VideoProcess_YUV2RGB VideoProcess_StretchX VideoProcess_StretchY
                     {5A54A0C9-C7EC-4BD9-8EDE-F3C75DC4393B}: Format(In/Out)=(IMC1,UNKNOWN) Frames(Prev/Fwd/Back)=(0,0,0) Caps=
                     {5A54A0C9-C7EC-4BD9-8EDE-F3C75DC4393B}: Format(In/Out)=(IMC2,UNKNOWN) Frames(Prev/Fwd/Back)=(0,0,0) Caps=
                     {5A54A0C9-C7EC-4BD9-8EDE-F3C75DC4393B}: Format(In/Out)=(IMC3,UNKNOWN) Frames(Prev/Fwd/Back)=(0,0,0) Caps=
                     {5A54A0C9-C7EC-4BD9-8EDE-F3C75DC4393B}: Format(In/Out)=(IMC4,UNKNOWN) Frames(Prev/Fwd/Back)=(0,0,0) Caps=
                     {5A54A0C9-C7EC-4BD9-8EDE-F3C75DC4393B}: Format(In/Out)=(S340,UNKNOWN) Frames(Prev/Fwd/Back)=(0,0,0) Caps=
                     {5A54A0C9-C7EC-4BD9-8EDE-F3C75DC4393B}: Format(In/Out)=(S342,UNKNOWN) Frames(Prev/Fwd/Back)=(0,0,0) Caps=
       D3D9 Overlay: Not Supported
            DXVA-HD: Not Supported
       DDraw Status: Enabled
         D3D Status: Enabled
         AGP Status: Enabled

-------------
Sound Devices
-------------
            Description: Speakers (Conexant SmartAudio HD)
Default Sound Playback: Yes
Default Voice Playback: Yes
            Hardware ID: HDAUDIO\FUNC_01&VEN_14F1&DEV_5114&SUBSYS_1179FA85&REV_1001
        Manufacturer ID: 1
             Product ID: 100
                   Type: WDM
            Driver Name: CHDRT64.sys
         Driver Version: 8.65.0002.0000 (English)
      Driver Attributes: Final Retail
            WHQL Logo'd: Yes
          Date and Size: 7/18/2013 16:16:38, 1387712 bytes
            Other Files:
        Driver Provider: Conexant
         HW Accel Level: Basic
              Cap Flags: 0xF1F
    Min/Max Sample Rate: 100, 200000
Static/Strm HW Mix Bufs: 1, 0
Static/Strm HW 3D Bufs: 0, 0
              HW Memory: 0
       Voice Management: No
EAX(tm) 2.0 Listen/Src: No, No
   I3DL2(tm) Listen/Src: No, No
Sensaura(tm) ZoomFX(tm): No

---------------------
Sound Capture Devices
---------------------
            Description: Microphone (Conexant SmartAudio HD)
  Default Sound Capture: Yes
  Default Voice Capture: Yes
            Driver Name: CHDRT64.sys
         Driver Version: 8.65.0002.0000 (English)
      Driver Attributes: Final Retail
          Date and Size: 7/18/2013 16:16:38, 1387712 bytes
              Cap Flags: 0x1
           Format Flags: 0xFFFFF

---------------------
Video Capture Devices
Number of Devices: 1
---------------------
           FriendlyName: TOSHIBA Web Camera - HD
               Location: Front
           SymbolicLink: \\?\usb#vid_04f2&pid_b3b1&mi_00#6&2bb16674&0&0000#{e5323777-f976-4f5b-9b55-b94699c46e44}\global
           Manufacturer: Microsoft
             HardwareID: USB\VID_04F2&PID_B3B1&REV_5716&MI_00,USB\VID_04F2&PID_B3B1&MI_00
             DriverDesc: USB Video Device
         DriverProvider: Microsoft
          DriverVersion: 6.3.9600.16384
      DriverDateEnglish: 6/21/2006 00:00:00
    DriverDateLocalized: 6/21/2006 12:00:00 AM
                Service: usbvideo
                  Class: Image
          DevNodeStatus: 180200A[DN_DRIVER_LOADED|DN_STARTED|DN_DISABLEABLE|DN_NT_ENUMERATOR|DN_NT_DRIVER]
            ContainerId: {00000000-0000-0000-FFFF-FFFFFFFFFFFF}
            ProblemCode: No Problem
  BusReportedDeviceDesc: TOSHIBA Web Camera - HD
                 Parent: USB\VID_04F2&PID_B3B1\0x0001
      DriverProblemDesc: n/a
           UpperFilters: n/a
           LowerFilters: n/a
                  Stack: \Driver\ksthunk,\Driver\usbvideo,\Driver\ACPI,\Driver\usbccgp
      ContainerCategory: Imaging

[jeromiec83223024]

I branched this out to it's own topic, just to keep the thread manageable and trimmed it down to keep it readable.

Check the Toshiba site to make sure you have the latest drivers (the dxdiag info doesn't show your full model, so I can't check for you).  I'm guessing that you do, but maybe you'll get lucky. 

If that doesn't work, you might try the graphics drivers that come directly from AMD:

http://support.amd.com/en-us/download/mobile?os=Windows%208.1%20-%2064

You might want to set a system restore point, just in case the drivers don't work out, but typically AMD will update drivers faster than the OEMs that integrate their chipsets.

If updating your drivers doesn't work, then you'll need to disable hardware acceleration until a new driver is released that fixes the issue.

[Penrith]

I posted on the previous "green screen" thread. Same problem. My laptop is a Toshiba Satellite C55-B. I spent several hours with Toshiba. They downloaded a newer version of the AMD graphic device. This resolved my issue on the You Tube website. What remains is the issue of green screen on all Facebook posted videos irrespective of the source. If it is on Facebook it is green with audio only. This problem clears temporarily after restart. I have had my internet tools tab set to use software vs GUI throughout this troubleshooting  process. This work around was not effective in solving the problem.

[jeromiec83223024]

If you disable hardware acceleration in Flash, does this resolve the issue?

Instructions are in this guide:

Video playback issues

For Internet Explorer, you have to disable Hardware Acceleration for the whole browser:

http://support.microsoft.com/kb/2528233

[Penrith]

Thanks for your quick response.

I have disabled hardware acceleration in IE11 per the directions. I have checked "use software vs Gui" in my internet tools. Has made no impact.

Disabling hardware acceleration in Flash with Windows 8.1 has been challenging. I cannot locate hardware acceleration in Flash Player. I follow the directions going thru" setting" tab I get microphone only. Going thru" Global Settings" I get tabs for Storage, Camera/Mic, Playback and Advanced. No where within any of those is hardware acceleration or any display components? The directions on "video Playback Issues" do not match what is available. Perhaps there has been a change now that it is bundled in IE11?

With the newly installed version of AMD Graphic Driver videos on the You Tube" website" work fine. All videos, you tube, html.... etc are still green screen in Facebook. IF I turn on Active X filtering the You Tube website works. Facebook videos just circle like they are loading, but not green. I have Active X filtering off, I just tested the above scenario.

Does Facebook have any kind of separate screen applicable to video posts? Seems weird I can see You Tube videos on their web site but not on Facebook posts?

The only action that clears it is restarting the pc. Temporary fix.

Toshiba believes it is a Microsoft issue. They worked very hard to resolve the problem .Their view was the new version of graphic driver should have solved it all.

[jeromiec83223024]

Flash Player in Internet Explorer is a built-in component.  Hardware Acceleration is either on for everything (Flash and IE), or off for everything, and it's controlled through the settings in IE. That's why I provided the separate description for that browser. 

Turning on ActiveX Filtering disables Flash Player, so that's not going to get you very far.  YouTube is almost exclusively HTML5 video for IE11 on Win8.  You can verify by right-clicking on the video.  If it says About HTML5, it's not Flash.

Do you have the same problem with Chrome and Firefox?  You can disable hardware acceleration there as well.

[Penrith]

I downloaded Chrome and got black screen on Facebook videos. But I did not think about disabling the hardware acceleration. I may have to try that again.

Since I followed the directions to disable hardware acceleration in windows 8, IE11 ( check use software vs GUI) did that process not work? Is there another way to get at hardware acceleration? It seems like that should have solved the problem?

[Penrith]

Progress report: I have gone thru the process" again" to disable hardware acceleration in IE11. (I am beginning to wonder if that process actually disables?) If hardware acceleration is the root cause of my green screen on FB the problem should correct. I have to wait a few days because the "restart" clears the issue temporarily so I can't be sure if the disabled hardware acceleration had any effect.

I did right click on my videos in Facebook. They are all Flash enabled. Right clicking takes me to the box which includes settings, about Flash player, etc. If I right click on a You Tube video on the youtube website it indicates HTML5. Those are working fine.

If this doesn't work I will try Chrome again and disable that hardware acceleration.

Microsoft Answer Desk indicates it is a Flash problem. As I said earlier,Toshiba believes it is a Microsoft glitch.

Thank you again for all your help.

[Penrith]

My green screen returned after I tried again to disable hardware acceleration in IE11. I downloaded Google Chrome. Disabled hardware acceleration. Viewed my Facebook videos and they are fine. No green screen. yippee. Apparently the steps to disable hardware acceleration in windows 8.1, IE11 does not do the job.

Thanks for your help in solving this mystery.

[jeromiec83223024 · Accepted solution]

The real issue is that your graphics drivers are buggy.  Disabling Hardware Acceleration will get you around the problem, but we're doing all of that processing on the main CPU, which means that you're using more power and system resources to do the job.

If you're running Windows Update automatically, you might just check for graphics driver updates periodically and toggle this setting to see if the issue goes away.  You may also want to notify Toshiba, as an increased volume of inquiries helps them to learn about problems in the field and prioritize those kinds of fixes. 

[Penrith]

Jeromie,

Just FYI. I called Toshiba and gave them all the details re: this case. Hopefully we will get an update soon. Until then I am operational, thanks to your expert advice.

[Penrith]

Thank you very much for the additional detail. Based on your input it sounds like the new version graphic driver Toshiba installed was better, because I could view HTML5 videos, but not perfect. I'll continue to use windows updates plus I can manually check for driver updates in my graphic system properties box. Because the IE11 disabling accelerated hardware process did not resolve the issues I went down another trouble shooting path. Thanks again for bringing me back.

[otito]

I have a Toshiba Satellite C75-B that I purchased on November 8. I am having the same green screen issue while streaming on HuluPlus, and cbs.com. After initially disabling the accelerated hardware process in IE11, things worked fine. Then the green screen came back intermittently. I downloaded Safari and had same issue. A couple of days ago, the green screens came back, but seems to occur mostly during some commercials. When the show returns, green screens go away. Tonight, green screens appeared during commercials and the shows intermittently. I'm really frustrated because I don't know where the problem is. Is it Adobe Flash Player or Windows 8? Seems that if it's occurring in IE and Safari, it's more of an Adobe or Windows problem. I  checked for drivers and it says AMD drivers are up to date. I'll try Toshiba, but I just don't want to get frustrated with all the companies pointing fingers at each other, and meanwhile all these customers are having the same issue. Thanks.

[Penrith]

I feel your pain.In my case checking with Toshiba was the best first step. That way I was positive I had the most current driver. They installed the newest one and it helped some of my videos but not green screen on flash enabled video.The I gave up disabling hardware acceleration in IE11. I can only assume the steps doesn't fully disable hardware acceleration because I would only get temporary relief. Which I discovered occurs every time I "restart" my pc. I downloaded Chrome, disabled hardware acceleration, and I haven't seen the dreaded green screen in 3 weeks. In my case there were multiple problems. AMD graphic driver for HTML videos and hardware acceleration for Flash videos .Jeromie was a  fantastic resource . He kept me focused. Good luck.

[Penrith]

Just 1 more comment. I found Toshiba's support folks to be great. Very thorough, "live" assistance. But bottomline there is not a new AMD Graphic Driver that is totally bug free.The new one solved many but not all my issues. I told Toshiba they needed to keep pressing for a complete fix. Meanwhile getting the work around installed has allowed me full functionality.

[Penrith]

I would definitely check with Toshiba. That way you are sure you have the most current driver which was a portion of my issue. As I understand it green screen with audio only is an accelerated hardware issue. Even though I followed instructions to disable hardware acceleration in IE11 but the accelerated hardware does not disable completely. Did you disable it when you downloaded Safari? I was fooled into thinking the problem was resolved each time I restarted my pc. It would work fine for a few days and then the problem would return. Try Chrome, disable hardware acceleration, that worked for me on all flash enabled videos. Good luck. A painful process.