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Player controls flicker or remain on-screen during a TV show or movie on netflix app

Anonymous
2017-12-17T04:38:36+00:00

For quite a few months now I have been having an issue with my Netflix app on my Microsoft Surface Pro 3. When watching a TV show or movie, about every 10 seconds the player controls pop up on the screen and then disappears. I have uninstalled and reinstalled the Netflix app. I have tried watching through a browser (I have attempted on Microsoft Edge, Chrome and Torch) and checked that those settings are correct and updated. My OS is up to date. I reviewed my graphics card on Intel's website and everything is good there. Finally I opened a chat with Netflix and they advised I need to update my touchpad drivers.

"If the player controls or progress bar flicker or remain on-screen when you try to watch Netflix on your Windows computer, it typically indicates that your computer's touchpad drivers are out of date. Please update these drivers before trying Netflix again. If you need assistance completing this update, consult your device manual or computer manufacturer."

I normally do not have my detachable keyboard attached when watching Netflix. I also checked the settings for the mouse and touchpad just in case. All settings are correct and drivers up to date. 

I am at a loss what to do next. It makes Netflix unwatchable on my device. 

This does not happen in the Hulu or Amazon video app either, just for reference.

Surface | Surface Pro | Display and screen

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  1. Anonymous
    2017-12-17T21:34:10+00:00

    Hi Ash,

    We appreciate your initiative trying to troubleshoot the problem. The control pop ups might be due to a bug or a driver issue. However, the problem shows only with a certain app so it can also be an app issue specially if it happens even when the cover is detached.

    Have you tried to perform a two-button shutdown? If not, you can do this by pressing and holding the Volume-up button and the Power button on your Surface at the same time for 15 seconds and then release both of them. The screen may flash the Surface logo, but remember to continue holding down the buttons for 15 seconds.

    If the issue persists, we suggest you proceed with reinstalling the Surface cover driver. Here's how:

    1. Select the search box in the taskbar, enter device manager, and select Device Manager in the results.
    2. Expand Keyboards.
    3. Right-click Surface Type Cover Filter Device.
    4. Select Uninstall > OK.
    5. Restart your Surface. It'll automatically download and install the Surface Cover driver the next time you connect to the Internet.

    Give us an update, and let us know if you have any additional concerns.

    Regards.

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