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m15 R4, Netflix 4K Playback Problem U7361-1255-8004CD22
Alienware m15 R4
Hi All,
Laptop - Alienware m15 r4
Specs
Processor Intel(R) Core(TM) i9-10980HK CPU @ 2.40GHz 3.10 GHz
Installed RAM 32.0 GB
4K OLED Touchscreen
Nvidia RTX 3080
Edition Windows 10 Pro
Version 22H2
Installed on 2/06/2021
OS build 19045.3086
Experience Windows Feature Experience Pack 1000.19041.1000.0
I am no longer able to watch Netflix/Disney Plus 4K Streams via their respective apps. Netflix has provided the following Error Code: U7361-1255-8004CD22.
A quick Google search advises that the issue arises from the system, not recognizing that the attached laptop monitor is HDCP Compatible.
I have checked the Intel Graphics Command Center and it seems to be the case.
All drivers and BIOS are up to date.
I can see that there was another Dell customer that had a similar issue - https://www.dell.com/community/XPS/XPS-15-9500-4k-Video-Playback-Problems/m-p/8289951
It seems that Dell pushed out a BIOS update that fixed the issue.
As the problem seems to be a software issue and not hardware the only other alternative I could locate was updating the Intel Graphics Driver directly from Intel's website - Graphics Driver 31.0.101.2125 for 7th-10th Gen Intel® Core™ Processor Graphics - https://www.intel.com/content/www/us/en/download/776137/intel-7th-10th-gen-processor-graphics-windows.html
The latest Intel Integrated GPU driver for this machine released from Dell was 27.20.100.9664, A02 29 Sep. 2021 - https://www.dell.com/support/home/en-au/drivers/driversdetails?driverid=d1mdm&oscode=wt64a&productcode=alienware-m15-r4-laptop
I'm extremely hesitant to download the driver from Intel as it would not have the customizations that Dell would have implemented for m15 R4.
EDIT 19/09/2023:
Thank you to Dell Support for looking into this. I can say that this issue was successfully resolved by updating to BIOS 1.18
DELL-Nat M
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August 15th, 2023 13:57
As per the support team notes, the issue was fixed after updating the BIOS to the latest version.
(edited)
Mysterious1989
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July 5th, 2023 02:00
DELL-Cares
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July 5th, 2023 02:00
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DELL-Nat M
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August 15th, 2023 13:21
Hi @Mysterious1989
Did the BIOS update fixed your issue? Just confirming if everything is working.
robertspellman
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September 4th, 2023 09:15
Hi there,
It seems like you're encountering a Netflix 4K playback problem on your Alienware m15 r4 laptop, and you've identified that the issue might be related to HDCP compatibility. Given that Dell has previously resolved a similar problem with a BIOS update, and the Intel Graphics Driver from Dell is outdated, it could be worth considering downloading the latest Intel Graphics Driver directly from Intel's website. While it may lack Dell's customizations, it could potentially address the HDCP issue and improve your streaming experience. However, make sure to exercise caution and back up your system before attempting any driver updates. Good luck!