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Protected content movies not playing as expected.

Anonymous
2023-03-02T02:03:39+00:00

Last year I upgraded my laptop from a Microsoft Surface 2 laptop to a Microsoft Surface 4 laptop. All of the movies I own in my Apple iTunes movie library played just fine in the iTunes app on the Microsoft Surface 2 laptop. After the upgrade, I authorized my new Surface 4 laptop in iTunes. However, while my movie audio plays fine, the video is scrambled into blocks. I had the latest updates to both Windows 10 and iTunes at that time. I could play any of my movies on other Apple devices like my Apple TV. Then, I went into optional driver updates and installed the suggested display driver (which appears to be an older version) and I could then play my movies fine. Today, I installed Windows 11 and now I'm back to the same problem and now there is no optional display driver to install. Note, I have already explored issues in Apple forums on this and since it is the display driver change that causes the problem, I don't think it's an Apple issue.

Surface | Surface Laptop | Display and screen

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  1. Anonymous
    2023-03-03T01:38:59+00:00

    Hi All, I have fixed the issue. It turns out that I had 2 monitor drivers installed. The normal surface driver and an old driver for my external Dell monitor (at some point in the past, when I first had this problem I was trying out this driver when my OS was Windows 10). I forgot to mention that my playback issue was when I was using the external Dell monitor. Playback is fine on the Surface's internal display. After I disabled the Dell monitor driver, playback now works fine on my external Dell monitor. Note that I did try alot of the suggestions posted here first, but none of them worked.

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  1. Anonymous
    2023-03-02T13:32:44+00:00

    If you search for "itunes movies are scrambled with intel driver" this points to an Intel driver issue. Are you able to roll BACK the driver for your video display in device manager? How to Roll Back a Driver in Windows (lifewire.com) has a good tutorial on how to do this.

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  2. Anonymous
    2023-03-02T14:25:01+00:00

    Hi JavaDavaDo,

    Thank you for reaching Microsoft Community.

    May I know which Surface Laptop 4 configuration do you have? Intel or AMD?

    Also, what is the Driver version of the display graphics currently installed on the device? To check, open Device Manager, expand Display adapters, double-click on the graphics driver then go to its Driver tab to get the Driver version.

    How about on other platforms like plapying videos through a web browser, do you also get the same experience or video playback plays just fine?

    To troubleshoot, kindly try first to check for the Surface drivers' health through the Surface app then run the Surface Diagnostic Toolkit on the device then test if the issue persists. See: Fix common Surface problems using the Surface app and Surface Diagnostic Toolkit - Microsoft Support.

    If in case the issue persists, have you tried uninstalling and reinstalling your iTunes app? If not yet, kindly do so.

    Let me know how it goes.

    Kind regards,

    Marrion

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