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PowerPoint may freeze or hang when playing embedded videos

Joana Martins Ferreira De Campos De Carvalho 0 Reputation points
2026-05-03T10:37:42.67+00:00

PowerPoint may freeze or hang when playing embedded videos. I have an updated version of bot POwerpoint and the graphics driver

Microsoft 365 and Office | PowerPoint | Other | Other
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  1. Daniel Jukic 0 Reputation points
    2026-05-03T16:58:00.3133333+00:00
    1. Confirm the graphics adapter is Intel and check the driver version in Device Manager.
    2. If the Intel driver version is older than 31.0.101.3889, update it to 31.0.101.3889 or later:
      • Go to Windows Update → Advanced options → View optional updates and install the available Intel graphics driver update, or
      • Use Intel’s Intel® Driver & Support Assistant (Intel® DSA) to detect and install the latest driver.
    3. After updating the driver, restart Windows and test playing the embedded video again in PowerPoint.

    If the driver is already 31.0.101.3889 or later and the issue persists, follow the general PowerPoint hang/freeze troubleshooting steps:

    1. Install the latest Office updates for PowerPoint.
    2. Start PowerPoint in Safe Mode (PowerPnt /safe) to rule out add-in issues; if it works in Safe Mode, disable COM add-ins and re-enable them one by one to find the problematic one.
    3. Repair Office from Apps & Features.
    4. Check antivirus software for conflicts and ensure it is up to date.
    5. Confirm the graphics adapter is Intel and check the driver version in Device Manager.
    6. If the Intel driver version is older than 31.0.101.3889, update it to 31.0.101.3889 or later:
      • Go to Windows Update → Advanced options → View optional updates and install the available Intel graphics driver update, or
        • Use Intel’s Intel® Driver & Support Assistant (Intel® DSA) to detect and install the latest driver.
        1. After updating the driver, restart Windows and test playing the embedded video again in PowerPoint.

    If the driver is already 31.0.101.3889 or later and the issue persists, follow the general PowerPoint hang/freeze troubleshooting steps:

    1. Install the latest Office updates for PowerPoint.
    2. Start PowerPoint in Safe Mode (PowerPnt /safe) to rule out add-in issues; if it works in Safe Mode, disable COM add-ins and re-enable them one by one to find the problematic one.
    3. Repair Office from Apps & Features.
      1. Check antivirus software for conflicts and ensure it is up to date.

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  2. Katerina-N 9,090 Reputation points Microsoft External Staff Moderator
    2026-05-03T16:23:42.9166667+00:00

    Hello Joana Martins Ferreira De Campos De Carvalho,

    I realize that you've encountered a problem with PowerPoint Video Playback I truly understand your confusion. Let me assist you further.

    For me to provide the most accurate solution, would you please let me know few information about the situation you're experiencing:

    1. Does the freeze happen with all videos or only one specific file?
    2. What is your GPU type (Intel / NVIDIA / AMD) and exact model?
    3. Do videos freeze only in slideshow mode or also in normal editing view?
    4. Is the video:
      • Embedded in the file, or
      • Linked from a folder / network / OneDrive?
    5. What is the video format (e.g. MP4, MOV, AVI) and approximate size?
    6. Does PowerPoint freeze completely (not responding) or just video stutters?

    Once I have this information, I will be able to assist you better. I am looking forward for your respond.

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  3. AI answer

    2026-05-03T10:37:52.96+00:00

    For systems where PowerPoint freezes or hangs when playing embedded videos, one confirmed cause is Intel graphics drivers older than version 31.0.101.3889 on PowerPoint for Windows (Win32). Even if PowerPoint itself is updated, outdated Intel graphics drivers can still trigger the issue.

    Resolution steps:

    1. Confirm the graphics adapter is Intel and check the driver version in Device Manager.
    2. If the Intel driver version is older than 31.0.101.3889, update it to 31.0.101.3889 or later:
      • Go to Windows Update → Advanced options → View optional updates and install the available Intel graphics driver update, or
      • Use Intel’s Intel® Driver & Support Assistant (Intel® DSA) to detect and install the latest driver.
    3. After updating the driver, restart Windows and test playing the embedded video again in PowerPoint.

    If the driver is already 31.0.101.3889 or later and the issue persists, follow the general PowerPoint hang/freeze troubleshooting steps:

    1. Install the latest Office updates for PowerPoint.
    2. Start PowerPoint in Safe Mode (PowerPnt /safe) to rule out add-in issues; if it works in Safe Mode, disable COM add-ins and re-enable them one by one to find the problematic one.
    3. Repair Office from Apps & Features.
    4. Check antivirus software for conflicts and ensure it is up to date.

    References:

    AI-generated content may be incorrect. Read our transparency notes for more information.

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