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PowerDVD 10 Ultra blu ray playback occasional stutter...
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Beachman
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Newbie Private Message Joined: Feb 03, 2011 09:31 Messages: 7 Offline
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CyberLink-Michael wrote: Hi,

to narrow down the issue I would like to ask you to do some tests:

1. connect to the TV directly and also use Audio of the TV (no external or onboard audio - please use HDMI Audio)

2. set the Display refresh rate to 24 / 23 and check again if the jitter persists.

Br
Michael


I'll try that, and I will confirm later.

FYI
I have no stuttering issues in Media Center with live-TV or DVD playback at 50hz and onboard SPDIF.
Both I and manoroid has posted our issues on Nvidia forum too as we don't know if the problem is related to PowerDVD or Nvidia drivers...
http://forums.nvidia.com/index.php?showtopic=197765
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Manoroid
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Member Private Message Joined: Apr 10, 2010 23:07 Messages: 143 Offline
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Well Larry and Beachman I think i have fixed the problem and now there is no skipping and pausing of audio. To tell you the truth my setup sounds even better than if ever did.

What i did was i have had my soundblaster audigy 2 zs set to 24 bit 4800hz/ Studio quality in the win 7 speaker options/ advanced tab, for some odd reason that setting should work fine with the hd audio over multi channel analog.

So then i decided to bump it up one setting to 24 bit, 9600 hz studio quality and there is no more skipping / pausing.

And like i said on a more positive note my hd audio sounds even more of an hd clarity! My card is almost 6-8 years old and it performs at the top of its class.

I'm hoping this can help you guys and give others some insight on fixing this problem/glitch what ever you want to call it. I'm not going anywhere. I definitely want others to now enjoy there media center setups! I'll provide any insight where i can. Let me know guys! Thanks again for you're assitance.

This message was edited 1 time. Last update was at Apr 13. 2011 21:30

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Larry Patrick
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Senior Member Private Message Joined: Jul 11, 2007 14:21 Messages: 276 Offline
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Manoird you are going to hate me, but would you mind posting a new DXDiag and BD Advisor log?

I would like to compare to your previous uploads to see if it indicates the changes you applied and nothing extra.

I remember with my HDMI HD audio i left things default and even forced a higher quality audio. This seemed to only affect windows and my bitstreaming of the HD audio. I will definetly keep your findings in mind and try a few different settings.

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Manoroid
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Member Private Message Joined: Apr 10, 2010 23:07 Messages: 143 Offline
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lol sure thing man!

oh and one other thing, i noticed that if i uncheck the signal enhancements in the speaker properties/ advanced menu i got stuttering. So have it enabled!
 Filename
DxDiag32.txt
[Disk]
 Description
 Filesize
37 Kbytes
 Downloaded:
172 time(s)
 Filename
DxDiag64.txt
[Disk]
 Description
 Filesize
56 Kbytes
 Downloaded:
154 time(s)
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Larry Patrick
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Senior Member Private Message Joined: Jul 11, 2007 14:21 Messages: 276 Offline
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Manoird

Well a few things changed on you from your previous directx report. It looks like you may have rebooted or reapplied the latest 2701 patch. Now your files match mine where they were not before.

Sadly the change you indicated to be the deal breaker is not indicated in the report. I find it odd that extra options like that are not included in the report and will look closer later.

Also for some reason it almost looks like a portion of your registery was corrupt and is now fixed maybe dealing with your Game Port on the audio card. All the drivers were loading it seems, but the name was not present which is odd.

You reinstalled the video card drivers it seems.

I believe these new files from cyberlink may have also helped your situation.

Sorry i wanted to make a nice chart, but didn't find the code fast enough for this forum.

now was
Display Devices Display Devices
Driver Strong Name: oem20.inf Driver Strong Name: oem26.inf
System Devices System Devices
Name: Creative Game Port Name:
DirectShow Filters DirectShow Filters
CyberLink DVD Navigator (PDVD10),0x00200000,0,3,CLNavX.ax,8.01.0000.2 CyberLink DVD Navigator (PDVD10),0x00200000,0,3,CLNavX.ax,8.01.0000.2129
CyberLink Audio Decoder (PDVD10),0x00201000,1,1,Claud.ax,8.04.0000.35 CyberLink Audio Decoder (PDVD10),0x00201000,1,1,Claud.ax,8.04.0000.3420
CyberLink Video/SP Decoder (PDVD10),0x00602000,2,3,CLVsd.ax,8.04.0000 CyberLink Video/SP Decoder (PDVD10),0x00602000,2,3,CLVsd.ax,8.04.0000.1913
CyberLink HAM Decoder,0x00600000,0,1,CLCvd.ax,1.00.0000.2610 CyberLink HAM Decoder,0x00600000,0,1,CLCvd.ax,1.00.0000.2229
CyberLink Tzan Filter (PDVD10),0x00200000,1,1,CLTzan.ax,3.05.0000.382 CyberLink Tzan Filter (PDVD10),0x00200000,1,1,CLTzan.ax,3.05.0000.3426
CyberLink Video Decoder (PDVD10),0x00200000,1,2,CLCvd.ax,1.00.0000.26 CyberLink Video Decoder (PDVD10),0x00200000,1,2,CLCvd.ax,1.00.0000.2229
Cyberlink Demuxer 2.0,0x00200000,1,1,CLDemuxer2.ax,2.00.0006.2518 Cyberlink Demuxer 2.0,0x00200000,1,1,CLDemuxer2.ax,2.00.0006.2123

The gameport name change probably made no difference, but odd it changed.
The video driver is using the same files so probably made no difference.
The cyberlink files probably did make a difference for you!
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Larry Patrick
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Senior Member Private Message Joined: Jul 11, 2007 14:21 Messages: 276 Offline
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I got a new reply from the TS group today and it is somewhat similar to what Michael asked feedback on, so i will move forward on it. I won't be able to fully complete the 23 or 24 test as my TV only supports 60 hz.

There is one problem with both of these tests and I might take a step further. Removing the AVR removes the HD Audio as my TV only supports 2 channel audio over the hdmi (need to confirm). I may do an additional test of leaving the AVR connected, but reducing the HD audio to standard DTS/Dolby bitstreaming and even PCM. i have a gut feeling this may reduce some of the issue.

I do agree beachman there seems to be an underlying video issue that i have reported to nvidia that is not present in the older 258.96 drivers, but I wonder if i can get near perfect playback with the current drivers 266.58.
http://forums.nvidia.com/index.php?showtopic=196709&st=120&p=1217412&#entry1217412

"Thank you for writing back.

I would request you to please provide me below mentioned information:

1. Is the issue persists on both in the standard (classic) mode and cinema mode?

2. What happened if its play back BD's with direct connections to his display and speaker? - no AVR connected.

Let me know the information.

Please feel free to contact us back for any further clarification or for any assistance related to CyberLink Products. Use the below mentioned link to get back to us for your further queries:

https://membership.cyberlink.com/prog/support/cs/support-login.jsp

Thanks and Regards,

Gaurav
CyberLink Technical Support"

This message was edited 1 time. Last update was at Apr 14. 2011 09:53

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Manoroid
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Member Private Message Joined: Apr 10, 2010 23:07 Messages: 143 Offline
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Larry Patrick wrote: Manoird

Well a few things changed on you from your previous directx report. It looks like you may have rebooted or reapplied the latest 2701 patch. Now your files match mine where they were not before.

Sadly the change you indicated to be the deal breaker is not indicated in the report. I find it odd that extra options like that are not included in the report and will look closer later.

Also for some reason it almost looks like a portion of your registery was corrupt and is now fixed maybe dealing with your Game Port on the audio card. All the drivers were loading it seems, but the name was not present which is odd.

You reinstalled the video card drivers it seems.

I believe these new files from cyberlink may have also helped your situation.

Haha you know what Larry? It's so weird ive pretty much going back and forth with older video drivers and new pdvd updates and I still got skips and pauses in everything. So I've done all I can with this software and i think it's just by chance something happens or not. To let you know I played through five blurays yesterday with out mostly skips and the one that gave me a problem was Avatar. That movie is encoded at such a High bit rate in accordance to sound and picture. That I can maybe understand why it would once and awhile skip. I have the special extended edition blu ray and I for the most part get skips on the new scenes ! It was just one but who knows??? Lol. Idk what's the deal with this software. Blu ray has been out long enough to the point where it should be a standard with zero free problems in playback.

Sorry i wanted to make a nice chart, but didn't find the code fast enough for this forum.

now was
Display Devices Display Devices
Driver Strong Name: oem20.inf Driver Strong Name: oem26.inf
System Devices System Devices
Name: Creative Game Port Name:
DirectShow Filters DirectShow Filters
CyberLink DVD Navigator (PDVD10),0x00200000,0,3,CLNavX.ax,8.01.0000.2 CyberLink DVD Navigator (PDVD10),0x00200000,0,3,CLNavX.ax,8.01.0000.2129
CyberLink Audio Decoder (PDVD10),0x00201000,1,1,Claud.ax,8.04.0000.35 CyberLink Audio Decoder (PDVD10),0x00201000,1,1,Claud.ax,8.04.0000.3420
CyberLink Video/SP Decoder (PDVD10),0x00602000,2,3,CLVsd.ax,8.04.0000 CyberLink Video/SP Decoder (PDVD10),0x00602000,2,3,CLVsd.ax,8.04.0000.1913
CyberLink HAM Decoder,0x00600000,0,1,CLCvd.ax,1.00.0000.2610 CyberLink HAM Decoder,0x00600000,0,1,CLCvd.ax,1.00.0000.2229
CyberLink Tzan Filter (PDVD10),0x00200000,1,1,CLTzan.ax,3.05.0000.382 CyberLink Tzan Filter (PDVD10),0x00200000,1,1,CLTzan.ax,3.05.0000.3426
CyberLink Video Decoder (PDVD10),0x00200000,1,2,CLCvd.ax,1.00.0000.26 CyberLink Video Decoder (PDVD10),0x00200000,1,2,CLCvd.ax,1.00.0000.2229
Cyberlink Demuxer 2.0,0x00200000,1,1,CLDemuxer2.ax,2.00.0006.2518 Cyberlink Demuxer 2.0,0x00200000,1,1,CLDemuxer2.ax,2.00.0006.2123

The gameport name change probably made no difference, but odd it changed.
The video driver is using the same files so probably made no difference.
The cyberlink files probably did make a difference for you!
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Manoroid
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Member Private Message Joined: Apr 10, 2010 23:07 Messages: 143 Offline
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Haha you know what Larry? It's so weird ive pretty much going back and forth with older video drivers and new pdvd updates and I still got skips and pauses in everything. So I've done all I can with this software and i think it's just by chance something happens or not. To let you know I played through five blurays yesterday with out mostly skips and the one that gave me a problem was Avatar. That movie is encoded at such a High bit rate in accordance to sound and picture. That I can maybe understand why it would once and awhile skip. I have the special extended edition blu ray and I for the most part get skips on the new scenes ! It was just one but who knows??? Lol. Idk what's the deal with this software. Blu ray has been out long enough to the point where it should be a standard with zero free problems in playback.
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Larry Patrick
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Senior Member Private Message Joined: Jul 11, 2007 14:21 Messages: 276 Offline
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I know what you mean Manoird.

I see that PowerDVD 11 is now out and even got its own sub forum. I got some new hardware and plan to put items through the testing this weekend so i can report back my findings. It is so sad i have 2 complete home theatre setups now in order to prove a point. I guess you could say i now have a testing area so i no longer have to interrupt family time, but it also means i will spend less time with them. I am sure that will not go over well either.

I am going to give some feedback that I have not formatted or verified, but might give some insight.

No tests ran at 1080p 24 since my old tv did not support that. My new TV does support 1080p 24 so i should have tests on that this weekend.

No tests ran with bypass of AVR. I have some testing and i had done prior to this request and will provide what i learned from it.

I can make an ok blu ray experience by changing the HD audio bitstream to DTS/Dolby bitstream on the 266.58 driver. I see less problems this way and sometimes it is a near perfect playback at 720p 60hz. I suspect going to 2 channel hdmi audio directly to the TV will be the same, but i need to actually try it.

I located the beta driver that was recomended for the 460 and HD audio bitstreaming. Things were better, but once the HD audio bitstream was used it would not work again until i rebooted. I could force lpcm and dolby/dts bitstream and they would work, but the HD audio bitstream on a 2nd play attempt would not actually send audio information.

I also have ran a few tests with the 270.51 beta and had similar audio problems where i could play HD audio bitstreaming 1 time and the 2n play attempt it was broken.

here is a little chart i have started...
258.69_desktop_win7_winvista_64bit_english_beta NO GTX 460 SUPPORT!
1.0.10.1 hd audio driver
lpcm not tested
dts/dolby not tested
dts ma/dolby truehd not tested

258.96_desktop_win7_winvista_64bit_english_whql
1.0.15.0 hd audio driver (not seperate in add/remove, but seperate in remove nvidia list)
lpcm not tested
dts/dolby not tested
dts ma/dolby truehd no HD audio at all, ever

260.63_desktop_win7_winvista_64bit_english_beta DIGITAL SIG WARNING
1.1.9.0 hd audio driver
lpcm not test
dts/dolby not tested
dts ma/dolby truehd video stutter, plays for 1 playback, next playback audio is off for HD untill reboot

260.89_desktop_win7_winvista_64bit_english_whql might be acceptable driver except it only works for 1 playback
1.1.9.0 hd audio driver
lpcm not tested
dts/dolby not tested
dts ma/dolby truehd plays for 1 playback, next playback audio is off for HD untill reboot

260.99_desktop_win7_winvista_64bit_english_whql
1.1.9.0 hd audio driver
lpcm not tested
dts/dolby not tested
dts ma/dolby truehd plays for 1 playback, next playback audio is off for HD untill reboot

266.35_desktop_win7_winvista_64bit_english_beta
1.1.13.1 hd audio driver
lpcm not tested
dts/dolby not tested
dts ma/dolby truehd plays for 3 playback (can't remember what i meant here might have to retest)

266.58_desktop_win7_winvista_64bit_english_whql
x.x.x.x hd audio driverte
lpcm not tested
dts/dolby seems to reduce the stuttering and made a few movies near perfect
dts ma/dolby truehd ocassional stuttering encountered, does work for more than 1 playback though

270.51_desktop_win7_winvista_64bit_english_beta
x.x.x.x hd audio driver
lpcm not tested
dts/dolby 3d blu ray improved playback and was near perfect.
dts ma/dolby truehd ocassional stuttering encountered, need to confirm but only 1 playback issue returned, 3d blu ray and hd audio bitstream played for a while, stuttered, audio dropped and never came back! Stopped movied, started movie, and audio returned.
These items were with extended monitor, AVR 1.3 high speed HDMI for HD audio - DVI video card to HDMI AVR, TV 1.4 high speed HDMI - Mini HDMI video card to HDMI TV!

258.96_desktop_win7_winvista_64bit_english_whql I had hoped mixing the better video with the better hd audio driver would work, but it was a failure so far!
1.1.13.1 hd audio driver (266.35_desktop_win7_winvista_64bit_english_beta)
lpcm not at all, ever
dts/dolby working so far
dts ma/dolby truehd no HD audio at all, ever

270.61-desktop-win7-winvista-64bit-english-whql VERY FEW TESTS COMPLETED STILL WORKING WITH
x.x.x.x hd audio driver
lpcm not tested
dts/dolby not tested
dts ma/dolby truehd not tested



This message was edited 1 time. Last update was at Apr 21. 2011 09:28

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Manoroid
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Member Private Message Joined: Apr 10, 2010 23:07 Messages: 143 Offline
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Larry Patrick wrote: I know what you mean Manoird.

I see that PowerDVD 11 is now out and even got its own sub forum. I got some new hardware and plan to put items through the testing this weekend so i can report back my findings. It is so sad i have 2 complete home theatre setups now in order to prove a point. I guess you could say i now have a testing area so i no longer have to interrupt family time, but it also means i will spend less time with them. I am sure that will not go over well either.

I am going to give some feedback that I have not formatted or verified, but might give some insight.

No tests ran at 1080p 24 since my old tv did not support that. My new TV does support 1080p 24 so i should have tests on that this weekend.

No tests ran with bypass of AVR. I have some testing and i had done prior to this request and will provide what i learned from it.


Ya Larry! Well i broke down and purchased PD 11 and it needs a little bit of patching but video playback is still working fine. Let me know how you're tests turn out.

I can make an ok blu ray experience by changing the HD audio bitstream to DTS/Dolby bitstream on the 266.58 driver. I see less problems this way and sometimes it is a near perfect playback at 720p 60hz. I suspect going to 2 channel hdmi audio directly to the TV will be the same, but i need to actually try it.

I located the beta driver that was recomended for the 460 and HD audio bitstreaming. Things were better, but once the HD audio bitstream was used it would not work again until i rebooted. I could force lpcm and dolby/dts bitstream and they would work, but the HD audio bitstream on a 2nd play attempt would not actually send audio information.

I also have ran a few tests with the 270.51 beta and had similar audio problems where i could play HD audio bitstreaming 1 time and the 2n play attempt it was broken.

here is a little chart i have started...
258.69_desktop_win7_winvista_64bit_english_beta NO GTX 460 SUPPORT!
1.0.10.1 hd audio driver
lpcm not tested
dts/dolby not tested
dts ma/dolby truehd not tested

258.96_desktop_win7_winvista_64bit_english_whql
1.0.15.0 hd audio driver (not seperate in add/remove, but seperate in remove nvidia list)
lpcm not tested
dts/dolby not tested
dts ma/dolby truehd no HD audio at all, ever

260.63_desktop_win7_winvista_64bit_english_beta DIGITAL SIG WARNING
1.1.9.0 hd audio driver
lpcm not test
dts/dolby not tested
dts ma/dolby truehd video stutter, plays for 1 playback, next playback audio is off for HD untill reboot

260.89_desktop_win7_winvista_64bit_english_whql might be acceptable driver except it only works for 1 playback
1.1.9.0 hd audio driver
lpcm not tested
dts/dolby not tested
dts ma/dolby truehd plays for 1 playback, next playback audio is off for HD untill reboot

260.99_desktop_win7_winvista_64bit_english_whql
1.1.9.0 hd audio driver
lpcm not tested
dts/dolby not tested
dts ma/dolby truehd plays for 1 playback, next playback audio is off for HD untill reboot

266.35_desktop_win7_winvista_64bit_english_beta
1.1.13.1 hd audio driver
lpcm not tested
dts/dolby not tested
dts ma/dolby truehd plays for 3 playback (can't remember what i meant here might have to retest)

266.58_desktop_win7_winvista_64bit_english_whql
x.x.x.x hd audio driverte
lpcm not tested
dts/dolby seems to reduce the stuttering and made a few movies near perfect
dts ma/dolby truehd ocassional stuttering encountered, does work for more than 1 playback though

270.51_desktop_win7_winvista_64bit_english_beta
x.x.x.x hd audio driver
lpcm not tested
dts/dolby 3d blu ray improved playback and was near perfect.
dts ma/dolby truehd ocassional stuttering encountered, need to confirm but only 1 playback issue returned, 3d blu ray and hd audio bitstream played for a while, stuttered, audio dropped and never came back! Stopped movied, started movie, and audio returned.
These items were with extended monitor, AVR 1.3 high speed HDMI for HD audio - DVI video card to HDMI AVR, TV 1.4 high speed HDMI - Mini HDMI video card to HDMI TV!

258.96_desktop_win7_winvista_64bit_english_whql I had hoped mixing the better video with the better hd audio driver would work, but it was a failure so far!
1.1.13.1 hd audio driver (266.35_desktop_win7_winvista_64bit_english_beta)
lpcm not at all, ever
dts/dolby working so far
dts ma/dolby truehd no HD audio at all, ever

270.61-desktop-win7-winvista-64bit-english-whql VERY FEW TESTS COMPLETED STILL WORKING WITH
x.x.x.x hd audio driver
lpcm not tested
dts/dolby not tested
dts ma/dolby truehd not tested



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Larry Patrick
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Senior Member Private Message Joined: Jul 11, 2007 14:21 Messages: 276 Offline
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270.61-desktop-win7-winvista-64bit-english-whql FEW TESTS COMPLETED STILL WORKING WITH
1.2.22.1 hd audio driver
lpcm not tested
dts/dolby not tested
dts ma/dolby truehd tested see below...
  • classic mode occassional stutter

  • cinema mode occassional stutter

  • windows 7 media center cinema mode occassional stutter

  • This is even with new 1.4 hdmi cables and hardware...
    I need to generate new reports and finish the following tests:
  • 1080P 24 on new tv, current tests were 1080p 60hz new tv.

  • direct connect to tv skipping avr even for audio.


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    Shingo-Y
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    Newbie Private Message Joined: Apr 25, 2011 09:08 Messages: 1 Offline
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    Same problem here with PowerDVD 9 Ultra.
    My current version is 9.0.3901.51.

    It appeared with the powerDVD update which mentionned better content protection compatibility and Avatar bluray support.
    I hoped it would have been fixed in a later patch, but it hasn't been the case.

    Today with my current version, when I watch a 1h30 movie I've got between 1 and 10 stutters.
    What can be observed is that only the video stutter/frameskip not the sound.
     Filename
    DxDiag.txt
    [Disk]
     Description
     Filesize
    38 Kbytes
     Downloaded:
    310 time(s)
    Reply
    TIGER SNAKE
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    Newbie Private Message Joined: Aug 30, 2010 02:34 Messages: 5 Offline
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    Same problem here and have tried all PDVD10 Ultra versions and video driver combinations bitstreaming HD Audio at matched video refresh rates.

    With deeper testing and eliminating all other causes it appears the problem occurred for me after I updated to Windows 7 x64 Service Pack 1.

    For some reason PDVD10 has an issue with 64 bit and SP1, hope they fix it in the next patch.
    Reply
    Larry Patrick
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    Senior Member Private Message Joined: Jul 11, 2007 14:21 Messages: 276 Offline
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    CyberLink-Michael would you look into TS ticket CS001000124 for me. For some reason they closed it on me and now i can't give them the requested information they requested! I would prefer not starting a new ticket because all it does is start the whole process over from the begining and wastes everyones time. I have requested it be reopened with TS ticket CS001012952, but i expect a poor response from the request.
    Another thing i noticed quickly last night was even my new TV only supports 1080P 60hz for standard playback. It seems the only way i can enable 1080P 24hz is when i want 3d mode. I may not be able to run the 1080P 24 playback you had requested unless you got some ideas?

    Tiger Snake I have seen the issue even with PRE SP1 for Windows 7 64bit. I had been trying to run a test with Windows 7 32bit, but lost track of where i am at with it and may have to start over.

    Shingo-Y i remember issues with my PowerDVD 9 that i never got resolved and was dismissed on once PowerDVD 10 was released. I am afraid that the same will happen here now that PowerDVD 11 is officially released.

    This message was edited 3 times. Last update was at Apr 29. 2011 09:59

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    Larry Patrick
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    Senior Member Private Message Joined: Jul 11, 2007 14:21 Messages: 276 Offline
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    CyberLink-Michael wrote: Hi,

    to narrow down the issue I would like to ask you to do some tests:

    1. connect to the TV directly and also use Audio of the TV (no external or onboard audio - please use HDMI Audio)


    Computer to HDMI to TV. Nothing in between. PowerDVD automatically switches to PCM decoding. Play movie and no sound. Confirm sound works in windows. Check playback and list 44 and 48 pcm and that is it. Check movie playback info and it says it is outputing LPCM in 6 channels at 48 which this tv does NOT support. Check the audio streams available and lower from DTS HD MA stream to a lower version and i get some sound at least. Dolby Digital 2.0 192Kbps with vision impaired descriptions. During the opening credits it goes to slow motion playback basically.

    CyberLink-Michael wrote: 2. set the Display refresh rate to 24 / 23 and check again if the jitter persists.

    Br
    Michael

    I am trying to figure out how to do force this on the new TV. I can not do this on the old TV as it certainlly only has 60hz. Right now i see 1080p 60hz and then i see 3d 1080p 24hz. I do not see a 1080p 24hz so i am sure i can get this working yet.

    Edit1
    I am now pretty certain 1080p 24 3d is not the right mode you want me to be in. The video is having issues (like slow motion) every so often almost like a 3:2 pulldown failure i guess. The TV reports 3D mode and not 24 mode.

    This message was edited 1 time. Last update was at Apr 30. 2011 11:27

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    TIGER SNAKE
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    Newbie Private Message Joined: Aug 30, 2010 02:34 Messages: 5 Offline
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    Larry

    Just an update to say I have solved my problem after a month an a half of pain; but not sure the answer will be of any help to you.

    After trying countless combinations of video drivers and software I was going back through "again" all the software and windows updates I had installed in the days prior to first noticing the stutter, one of the programs I had updated was Virtual CloneDrive to version 5.4.5.0. I uninstalled it and reverted to version 5.4.4.0 and to my relief all stutter on physical and virtual drives disappeared.

    I had almost forgotten what a pleasure it is to watch a movie with no stutter and have a HTPC that works properly.

    Anyway I hope this helps and good luck resolving your issue.
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