Video playback issues using iTunes 12.7.4.83 / Windows 10 version 1803

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Level 1

7 points

Video playback issues using iTunes 12.7.4.83 / Windows 10 version 1803

Since I upgraded to the 1803 version of Windows, I am unable to play my iTunes purchased videos, either by streaming or downloading them to my computer. I can hear them playing, but I cannot see any video image. Instead, I see either a black window or a shadow outline of a window with the desktop visual showing through it.

I am able to see videos in other applications and in my internet browser with absolutely no issue, so this seems to be specific to iTunes only.

I have found older threads from last year suggesting the installation of Quicktime 7, and toggling the resolution/playback settings, but this has not had any effect at all. I have also reinstalled iTunes, for no apparent effect either.

I have checked all my drivers and app versions. For my Dell computer, for Windows 10, and all apps installed. I have the most current versions, and still no resolution of the problem.

I use both the screen on my Dell laptop E7450, and an external Dell U2913WM (DP) monitor. These are connected with a MiniDP cable. These displays are not set up for HDR video, so this may be a factor? However, as all other video plays successfully, it appears to me that this is an iTunes issue.

Is anyone able to shed a light on this issue?

iPad (4th gen) Wi-Fi + Cellular (MM), iOS 7.1.1

Posted on May 20, 2018 9:00 PM

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Answer 1

MoonJ.

Community Specialist

May 21, 2018 4:10 PM in response to Glynnlarsen

Hello Glynnlarsen,

Thank you for using Apple Support Communities! I understand that when playing videos in iTunes on your Windows PC, you hear audio but do not see video. I would be happy to help provide some troubleshooting steps to try for this behavior.

Have you tested to see if the issue still occurs when the laptop is not connected to the external monitor? To help isolate potential causes, the following support article has some additional troubleshooting steps to try:

Fix unexpected quits or launch issues in iTunes for Windows - Apple Support

Specifically, follow the steps in this section:

Test a new iTunes library

Create a new iTunes library to see if the issue occurs in a new library.

If using a new iTunes library resolves the issue, try to restore an older copy of your iTunes library. If an older library has the same issue, contact Apple Support for help with isolating the issue.

To change back to your original library, close iTunes, and then hold down the Shift key on your keyboard while you reopen the program.

Other issues

Check for potentially unwanted programs. Harmful software might prevent iTunes from opening or cause it to quit unexpectedly. Make sure that your security software is up-to-date and scan your system.

Try adjusting your security software's settings. Learn more about how to resolve security software issues.

Make sure that iTunes is installed correctly. An improper installation of iTunes can contribute to a variety of issues. Learn how to reinstall iTunes.

Update the drivers on your PC. Outdated drivers on your computer can cause iTunes and other applications to behave strangely.

Keep us posted with what happens from here.

Cheers!

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Answer 2

Glynnlarsen Author

Level 1

7 points

Jun 5, 2018 1:11 AM in response to Glynnlarsen

Well, I am dismayed as it is now over 2 weeks, and I am no further in getting any help regarding this issue.

Apple is absolutely no help in providing assistance, and I am left with my library of over 400 titles completely unplayable on my PC.

How does Apple expect to manage customer loyalty when they themselves are doing absolutely nothing to engage, assist, or finding a solution to these problems with iTunes?

This is the most appalling business practice.

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Answer 3

Glynnlarsen Author

Level 1

7 points

May 21, 2018 8:28 PM in response to MoonJ.

Hi MoonJ.

Thanks for your reply. I have worked through all of your recommendations, but unfortunately to no avail. The problem still persists.

In order to assist you further, I detail specific notes on each of the points you raised below.

Do you have any further suggestions?

Thx.

G

Have you tested to see if the issue still occurs when the laptop is not connected to the external monitor?

Yes, I have. I have run configurations of 1) Laptop monitor on its own, 2) laptop monitor and external together as both a mirror of each other and as an extension, 3) External monitor on its own, and 4) 5) and 6) being a repeat of options 1 through 3, but utilising a Dell docking station. All these options had worked previously, but all are now unilaterally showing the same display issue. I do not think this is a monitor issue, or indeed a combination of monitor issues.

Fix unexpected quits or launch issues in iTunes for Windows

I do not know specifically what "launch issues" refers to in this link, but just to clarify, I do not have any issues in opening iTunes and seeing my entire purchased library of videos. When I play a movie, (either downloaded / streamed / or if I try to view a trailer for a new film ), all I see is a translucent new window frame open, I can hear the video soundtrack playing, but instead of seeing the video image I see what is underlying the translucent frame.

iTunes continues to be accessible during all processes, it does not stop responding, and it is not unexpectantly quitting.

I installed the iTunes version from the Microsoft store as requested.

Disconnect your computer from the Internet

I am not having any difficulties communicating with the iTunes store and other Apple services. But I tried this anyway, but it did nothing.

Test a new iTunes library

I created a new iTunes library, but it did not correct the playback issues.

Other issues

1) Security system software is up to date, and a full system scan has been run. No issues were reported.

2) I do not believe security system settings are an issue here. There is no problem with the programme itself, or in accessing files. The issue is only with video playback.

3) This has been addressed as detailed above. Both the version from Apple and the version from the Microsoft store are presenting the same problem.

4) All PC drivers are updated regularly. All drivers are up to date.

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Answer 4

Jun 7, 2018 6:53 PM in response to Glynnlarsen

There's a very good chance you are having the same problem I am, and I'm not surprised Apple cannot help you. I'm convinced the issue is with the video driver or some other related change in Windows 10. Not only do I see the same symptoms you are seeing, I'm also having issues with full screen games (Command and Conquer, Plants vs. Zombies, etc.). I have not been able to find any answers so far but I'm going to keep looking.

If you are sure it is the feature update to 1803, you can back out the feature and try again. If that fixes it, please post back here as a potential answer.

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Answer 5

Jun 9, 2018 1:29 PM in response to Glynnlarsen

As I suspected, the problem on my machine was the graphics driver. I solved the issue today by downloading the latest graphics driver from Intel. My machine has an Intel Graphics 620 chipset and the latest driver available from Lenovo was very old. I had to download the zip file and follow the instructions in the readme for a manual install from disk. After doing that, videos now play as expected.

Download Intel® Graphics Driver for Windows® 10

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Answer 6

Glynnlarsen Author

Level 1

7 points

Jun 10, 2018 12:52 AM in response to myronfromthornton

Glad you found your solution!

At this point in time, I think it is something to do with my graphics driver as well, but it has to relate to Apple software in some way also.

I have an Intel HD 5500 graphics card on my Dell and tried following the route you took and went to download an updated driver from Intel. But I kept getting messages to source a graphics driver from my computer manufacturer, so instead downloaded from Intel drivers from Dell themselves, and installed these. Unfortunately, in my case, this process did not work.

I have discovered in the interim that I also have a similar problem when I open Spotify. With Apple, it is only the movie or TV programme play window: Bound by a frame, the window is like a clear pane of glass, with the desktop showing through from beneath, and I can hear the sound perfectly. With Spotify however, the initial programme window is exactly like the Apple movie window, a clear pane of glass, but I cannot play any music as I cannot select anything.

Bizarrely, some of the functionality is there in the clear panes, and if I click on the approximate location to close the window, it does, even though I cannot see anything.

The following graphics outputs are not affected at all: DVD's. Movies recorded on cameras. Youtube. Vevo.

I am still trying to sift through possibilities, but feel for now at least, I have got any possible graphics driver situation resolved.

Still looking for the holy grail here!

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Video playback issues using iTunes 12.7.4.83 / Windows 10 version 1803

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