Participant

Answered

Green Screen with Toshiba Satellite C75D-A

Forum|Forum|11 years ago
October 4, 2014
1 reply
14339 views

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.

This topic has been closed for replies.

Correct answer jeromiec83223024

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.

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.

jeromiec83223024

Inspiring

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.

N

nickm01Author

Participant

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
                     {335AA36E-7884-43A4-9C91-7F87FAF3E37E}: Format(In/Out)=(UYVY,UYVY) Frames(Prev/Fwd/Back)=(0,0,0) Caps=VideoProcess_YUV2RGB VideoProcess_StretchX VideoProcess_StretchY DeinterlaceTech_BOBVerticalStretch
                     {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

Inspiring

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.

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