4k Netflix is unable to run on Edge, as well as Windows 10 app. Completely freezes

Issue #18381815 • Assigned to wwatri

Details

Author
leon l.
Created
Jul 24, 2018
Privacy
This issue is public.
Found in
  • Microsoft Edge
Reports
Reported by 2 people

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Steps to reproduce

This is bizarre. I have a 4K Netflix account. It has been working fine for weeks. My PC continues to run 4K content from Youtube, and locally perfectly. Google chrome still runs Netflix for me right now.

But on the only 2 apps where i can view 4K netflix on my PC, Microsoft Edge and the Windows Netflix app, it just hangs and crashes. On Edge in particular, it slows the entire PC down when i try to use Netflix on the browser. Once i close it, everything works as usual.

First off, heres a few things i did to try and clear up the issue.

  1. Updated my graphics and audio drivers
  2. Reinstalled and cleared all data from Edge and Windows 10 Netflix app
  3. Did a complete reboot of my PC
  4. Checked my connection. My current speed is 153.6Mbps, so it isnt an issue
  5. Rebooted my router.

None of those solutions worked. I contacted Netflix, they seem to have no idea what this is either. I didnt get an error code, just a fatal hang of the Netflix in Edge and Windows’ 10.

Please, help me, lend me some advice. At this rate the only fix i can think of is to "reset this PC", which i really dont want to do. Just to emphasize, this issue is ONLY in these 2 apps.

Microsoft Edge, and Windows 10’s Netflix app. Everywhere else works fine. The worst part is that these 2 apps are the only place to experience 4K, so its essentially wasting my plan right now.

Attachments

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Comments and activity

  • Microsoft Edge Team

    Changed Assigned To to “Steven K.”

    Changed Assigned To to “wwatri”

  • Hi Leon,

    Let’s figure this out.  Since this was working and it stopped working, we should be able to sort it out.

    Are you aware of any Windows OS updates or any other updates that took place just before the issue started?  Will you check your “Windows Update” history in the “Update & Security” section and then in the “View update history” link?

    Is your refresh rate for your display adapter set to the recommended setting by your graphics card manufacturer?  Also, what is your display scaling set to?

    Will you provide a DirectX diagnostic log?
    To run a DxDiag report follow the steps below:

    1.            Click on, “Start Button.”
    3.            Click on, “Run.”
    4.            In the pop-up window enter DxDiag and hit ok.
    5.            The DirectX Diagnostic Tool pop-up window should appear.
    6.            Click on, “Save all information.”
    7.            Save As" window should be present.
    8.            Click on, “Save” (The file should be saved to your desktop as DxDiag.txt)
    9.            Exit the DirectX Diagnostic Tool.

    Then upload and attach the saved output file to this post.  If you rename the file with ‘private-‘ at the beginning of the file name, it will make the file not publicly visible.

    Steve

  • Hi there! The refresh rate is set to 60, which is the recommended. I’m using a display port and have no issues with it. I also checked that Windows is up to date.

    I cant remember what day this issue started exactly, so i cant tell if its a windows update issue. It was definitely within the past week, since i remember Netflix working fine a week ago.

  • I just attached the DirectX diagnostic log!

  • Hi, just an update, i managed to fix the issue! But i had to reset my PC through the Windows settings menu. It was a huge hassle, but both Microsoft Edge and the Windows 10 Netflix app works now, and displays 4K.

    Whatever the problem was, resetting the PC fixed it.

  • The same things happens to me, i reset my Computer to 0% and im in the same place lagged netflix in 4k my computer (i7 6700k) gtx 1050 8 ram 3000mhz, i try everything¡¡¡ in chrome i got not this problem opera and the other works fine (no4k) ofc.

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