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Can't get HEVC videos or hardware decoding to work on Windows 10 or 11

Anonymous
2024-02-23T11:14:55+00:00

My PC: 2019 Predator PH315-52 Helios 300

What I've tried:

  • Upgrading to Windows 11 from 10
  • Uninstalling HEVC codecs from device manufacturer. Wasn't working with them installed and had planned to reinstall them, now I can't
  • Purchasing, installing, and reinstalling the HEVC codecs from Microsoft via the store
  • Installing K-Lite codecs

Completely stumped, can't play HEVC videos at all. If I play them in VLC, I have video but no audio, and no default windows media playing application is even recognising H.265/HEVC videos. I was trying to stream my laptop over Sunshine and Moonlight in HEVC but it's saying that my hardware doesn't support it..

My GTX 1660Ti should definitely support HEVC, it's on this list: https://en.wikipedia.org/wiki/Nvidia_NVDEC

Windows for home | Windows 11 | Display and graphics

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  1. Anonymous
    2024-02-24T14:01:13+00:00

    Hello lokidson,

    Welcome to Microsoft Community.

    I can understand the inconvenience of not being able to play HEVC videos correctly on your computer.

    Although your GTX 1660Ti supports HEVC, you should be aware that HEVC is not a playback format that comes with Windows. In order to play HEVC video in Windows devices, you usually need to install the codec for it.

    The K-Lite codec is not a Microsoft product and we don't know if it will support the VLC player you are using. I noticed that you have purchased and installed the "HEVC Video sions" in the App Store, and if it does not support you to play HEVC videos properly, then I should probably recommend that you try to get a refund.

    You can contact billing support in the following ways:

    1.Sign in with your personal Microsoft account at the following link:

    Contact - Microsoft Support

    2.Type refund, click Enter, and click Contact Support at the bottom.

    3.Select from the screenshot below and click "Confirm":

    4.You will be presented with support options, please contact them during business hours:

    But at this point, I might wonder if the problem is with the HEVC video, is it possible that the video itself is corrupted? So you can't play it either way?

    If you have the test conditions, try copying it to another device that is determined to support HEVC video playback for testing. If you find that the video cannot be played anywhere, then maybe the video file itself is corrupted.

    But if you find that it works on other devices, then perhaps I should suggest that you contact the laptop's after-sales support to see if they can provide some additional advice on your problem.

    Best regards,

    Mitchell - | Microsoft community support expert from MSFT

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