downloaded video cannot display images, only audio

I'm running Logos 9 on my win 11. When I play Mobile Education course video, they only play audio, the image doesn't show up, only white background throughout the video.

I tried restart the course, and restart the desktop app, the problem still persists.

anyone knows how to solve the problem?

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Comments

Andrew Batishko

https://support.logos.com/hc/en-us/articles/360008520751-Troubleshooting-Media-Problems

The solutions under "Problem (2)" will probably help (even though it says black, not white). In particular, check your Hardware Acceleration setting.

Ryan Gano (Logos)

Seth, after you make the change Andrew recommends I'd love to know how the performance of your home page is. Do you notice any issues loading or using it?

Also, can you post here what your computer is?

Seth king

https://community.logos.com/discussion/comment/1223340#Comment_1223340

I turned on Hardware acceleration, problem solved, thank you!

Seth king

https://community.logos.com/discussion/comment/1223346#Comment_1223346

the home page as referring to logos app home page? it seems normal. I didn't notice any issues for now.

I'm using Samsung Galaxy Pro laptop

Ryan Gano (Logos)

https://community.logos.com/discussion/comment/1223353#Comment_1223353

Thank you Seth.

If you do see any odd behavior in the Home Page or in notes please let us know. There was an issue with them that forced us to disable Hardware Acceleration on some devices. We believe the issue has since by fixed by display driver updates. But we'd like to know that before we turn it back on for everybody.

Ryan

Seth king

https://community.logos.com/discussion/comment/1223355#Comment_1223355

Ryan, since you said so, I do find the note page is blank now, won't display any item except the tool bar

Ryan Gano (Logos)

https://community.logos.com/discussion/comment/1223359#Comment_1223359

Ok. I'm glad I mentioned that.

I'd love to know the version of your video driver.

Also, can you tell me whether you have any Windows updates available (and whether getting them and restarting fixes this issue)?

To get the version of the video driver:

Press the Windows key
Type "Device"
Select Device Manager
In the window that pops up expand "Display Drivers"
Right click on the Intel driver listed
Choose properties
Click on the Driver tab.

To check for windows updates:

Press the windows key
Type updates
Choose Check for Updates (or something similar depending on the version of Windows you're running)

You're looking for something like this:

Ryan Gano (Logos)

https://community.logos.com/discussion/comment/1223360#Comment_1223360

Also, Seth, if you resize the Notes panel does it draw anything new?

Seth king

https://community.logos.com/discussion/comment/1223360#Comment_1223360

here's the driver version. OK I will try to update both the driver and win update.

when i resize the note page, it will occasionally display notes, but the items will not respond to mouse click.

Ryan Gano (Logos)

https://community.logos.com/discussion/comment/1223372#Comment_1223372

If it's not too late, please first try to run all available Windows updates. If that doesn't resolve the issue you can update the display driver to fix it, but I'd like to know whether the Windows updates fix it for you.

Seth king

https://community.logos.com/discussion/comment/1223373#Comment_1223373

OK I installed win update KB5016691 and restarted, the note page problem persists.

now im going to update my video driver, version info below:

Seth king

https://community.logos.com/discussion/comment/1223373#Comment_1223373

Hi Ryan, the system says my video driver is up to date

Ryan Gano (Logos)

https://community.logos.com/discussion/comment/1223379#Comment_1223379

Thanks Seth. There is an update on Intel's site that will likely resolve this issue for you. I'm not sure why Samsung hasn't allowed it for your computer or what other issues might arise, but I do believe it'll fix your Notes performance and your video playback.

Intel® Graphics – Windows* DCH Drivers

You're welcome to try that driver (and if you do, I'd love to hear how it works for you).

My personal machine (a Surface Laptop Studio) is on 30.0.101.1340 of the Intel driver and isn't having issues with Notes, Home Page, or video playback.

Ryan

Seth king

https://community.logos.com/discussion/comment/1223382#Comment_1223382

Hi Ryan, I did update the graphic drive to 31.0.101.3413, and the note page is normal now, problem solved, thank you guys! will let you know if any further related issues.

Ryan Gano (Logos)

https://community.logos.com/discussion/comment/1223411#Comment_1223411

Glad to hear it's resolved Seth! Thanks for the update.

Seth king

https://community.logos.com/discussion/comment/1223436#Comment_1223436

Hi Ryan, some updates. It seems the newest Intel drive is not compatible with Samsung, it causes problem in camera function, and the system auto recovered the graphic drive to version 27.20.100.9415. So, the issue hasn't be solved in Samsung laptop right now.

Ryan Gano (Logos)

https://community.logos.com/discussion/comment/1224389#Comment_1224389

Seth,

That's certainly disappointing. Because this is a driver issue I don't believe there's much we can do on our end to resolve it at this time. I'd recommend you watch for video updates both from Samsung and from Intel in hopes that it resolves the issue and doesn't break anything else on your system.

In the meantime: turning Hardware Acceleration on will allow videos to play, and turning it off will allow your Notes UI to work. We are well aware that this is not anything like an ideal solution.