Windows crashes when using video streaming apps Prime Video and Netflix

Which Inspiron 3030 do you have, desktop or small desktop?

Is this a new problem?

Exactly what does the BSOD say? 

Do you have an add-in video card or only have onboard Intel Graphics? If you have an add-in video card, confirm the monitor is connected to that card, not to either of the onboard Intel Graphics ports. On back of PC, onboard Intel ports are #2 and #3. An add-in video card would be in the area marked #6.  What type port are you using on PC and on monitor?

What version of BIOS is installed? The latest is 1.11.1.

Have you scanned thoroughly for malware recently?  Malwarebytes (free version) would be a good tool for this.

@RoHe​ This is a full size desktop computer. BSOD says "Your system ran into a problem and has to restart". I then get a second blue screen with the option to start in safe mode or restart.

No extra video cards are fitted, but I do have dual monitors (both Dell). 

YouTube and various other video streaming works just fine.

How do I determine BIOS version?

Thanks for your help.

About info:

Device name TrevorTower
Processor Intel(R) Core(TM) i7-14700   2.10 GHz
Installed RAM 16.0 GB (15.7 GB usable)
Device ID 045858AD-6D54-497A-BCD1-EBEC4B777521
Product ID 00355-61676-04671-AAOEM
System type 64-bit operating system, x64-based processor
Pen and touch No pen or touch input is available for this display

Click Start>Run>msinfo32.exe and click OK.  When it opens click Summary at top left and scroll down right pane to find the BIOS version entry.

What browser are you using?  Have you tried a different browser for prime and netflix? 

@RoHe​ Prime Instant Video also crashes in Microsoft Edge.

BIOS is 1.7.0 09/08/2024

How do upgrade BIOS?

Many thanks

Trevor

You're behind on BIOS.  You need at least v1.9.0 to fix Intel's issues with 13th and 14th Gen CPUs.  Don't know if that's why your PC is crashing but update BIOS first and then deal with the crashing, if not resolved.

Install the latest v1.11.1. Carefully follow the instructions on that page for Updating the BIOS from BIOS Boot Menu (independent of operating system).  This is the safest way to update BIOS (entirely outside Windows).  Print the instructions out so you have them available when you do the BIOS update.

Download the BIOS .exe file onto an empty (non-bootable) USB stick that's no larger than 8 GB, and formatted FAT32.  If Bit-Locker is enabled, be sure to disable it before going any further. 

Then fully power PC off normally (not a Restart from inside Windows). With PC off, plug the USB in and power on.  When you see the Dell splash screen, tap F12 to open the menu. Select option for Flash Update.

When the updater opens, use tab and arrow keys to navigate around the updater screen. Select the BIOS .exe file you downloaded onto the USB stick. (Step 6 in instructions probably won't apply if the only file on the USB is the BIOS .exe.)  Confirm the current BIOS info (1.7.0) and new BIOS info (1.11.1) which may be in boxes at top left and top right of the screen.

Tab to the start button and launch the update. NOTE: PC may automatically reboot itself several times during the process and may look like it has shut off completely and isn't doing anything.  Just leave it alone until it's safely back at the desktop!

When BIOS is updated, test those sites again in the browser of choice.  Hopefully that solves the problem, but let us know either way.

@RoHe​ 1.11.1 09/11/2024 Bios now installed and everything (so far) is working fine. I used Dell/Support with SupportAssist to install the new bios - seemed safer although the process wasn't seamless.

Many many thanks for your help.

@RoHe Unfortunately, I reinstalled the Amazon Prime app and when using that it crashed in the same way again. So issue not completely solved.

@RoHe Also, on the Netflix app, after watching one episode without issue, that then crashed as well!

Are PC's date/time settings correct?

No issues with subscription fees, etc?

Do you have latest version of Prime and Netflix apps installed?

Are you using WiFi (which WiFi card?), or a wired Ethernet connection to your router?

Make sure all drivers, including video, audio, WiFi and Ethernet, etc, are up-to-date. 

Does the monitor have its own driver and did you install it? Does Windows Display screen correctly identify the monitor? And is the resolution set to the "recommended" resolution setting on that screen?

Do you have an add-in-video card or only have onboard Intel Graphics? If you have add-in video, make sure the monitor is connected to the card, not to an on-board Intel Graphics port. 

What type video port are you using on PC (either on add-in video card or onboard Intel Graphics)? 

Why type video port on monitor?