Users are experiencing issues with certain videos failing to play on new Dell or HP laptops running recent CPUs. They may not realize that both companies have quietly disabled H.265 (HEVC) video encoding and decoding features. This decision, likely aimed at reducing licensing costs, could complicate video streaming, editing, and other related tasks. Over the past few weeks, users on various forums have been attempting to fix video playback errors on new Dell and HP laptops. While specific issues vary, recent software decisions by both OEMs appear to be the root cause in all cases.
List of Dell and HP laptops affected by HEVC decoding error
Complaints have come from users of popular laptop models, primarily from enterprise lines. The list of affected models includes Dell Pro 16 Plus, Dell Pro 14, Latitude 7350, HP ProBook 460 G11, ProBook 465 G11, EliteBook 665 G11, and other similar models. The affected devices are typically equipped with Intel Core Ultra 100V and 200V CPUs, which are next-generation chips.
For some users, video playback only works in certain web browsers or in VLC Media Player, while others report disrupted functionality across all applications. HEVC test websites, which stream much content in this format, can help users determine if their systems are affected. Many users have spent weeks troubleshooting because Dell and HP disabled HEVC support on the affected integrated graphics chips without any public announcement. Instead, update notices were buried in spec sheets and laptop support pages.
The reason for quietly disabling HEVC and policy exceptions
When asked about this issue, both companies confirmed the change in statements to Ars Technica but did not provide a specific reason. HP stated they have disabled HEVC hardware codec on the 600 Series G11, 400 Series G11, 200 Series G9, and other devices. Dell stated that this functionality is now only included on products with integrated 4K displays, discrete GPUs, Dolby Vision support, or CyberLink Blu-ray playback. This suggests these features are only being retained on the highest-end laptop models.
HEVC, also known as H.265, is the successor to H.264 for video compression. It allows devices to play and encode high-quality video formats such as 4K, 8K, and HDR. Because using HEVC requires a licensing fee that some companies have chosen not to pay, some devices may require users to purchase the HEVC Video Extensions codec from the Microsoft Store for $0.99. However, some affected Dell and HP laptop users report that even purchasing this codec does not resolve the issue.
Licensing costs are expected to increase in January, which may have prompted Dell and HP to disable HEVC support on select devices starting now. This decision risks disappointing users who have spent hundreds of dollars on PCs that previously included this functionality—especially if they only discover the change after an extensive troubleshooting process or through media reports. This lack of transparency raises significant questions regarding OEM responsibility toward consumers.
