topic Re:intel arc // Platform not supported bug in Intel® Arc™ Discrete Graphics

intel arc // Platform not supported bug

Arnox — Wed, 08 Nov 2023 14:54:01 GMT

i have i5 11400 when i reinstall my igpu drivers and restart pc only then the arc control center works properly but on next day arc control center show me platform not supported error .

Re:intel arc // Platform not supported bug

Hugo_Intel — Fri, 10 Nov 2023 17:22:57 GMT

Hello Arnox

Thank you for posting on the Intel® ARC™ Graphics Communites. We will be glad to help you with the "Platform not Supported" error you are experiencing when trying to use Arc Control Software.

I would first advise getting rid of your current driver and Arc Control installation as well as removing leftovers from a previous installation that might cause issues, for that, let's use Display Driver Uninstaller to uninstall the driver, and once uninstalled reinstall the latest version 31.0.101.4952.
As a second advice in case you are using a third-party discrete GPU, would be to "force" Arc Control to use/detect the iGPU you can follow these instructions.

In case the issue persists, please share with us a log file from the Intel® System Support Utility so we can get more details of your system hardware configuration.

Best Regards,

Hugo O.

Intel Customer Support Technician.

Re:intel arc // Platform not supported bug

Hugo_Intel — Wed, 15 Nov 2023 23:05:50 GMT

Hello Arnox

I wanted to check if you were able to retest with driver 4952, also note there is a newer driver 31.0.101.4953 so you can try the latest version instead.

In case the issue continues share with us the log file from the Intel® System Support Utility as requested.

Best Regards,

Hugo O.

Intel Customer Support Technician.

Re: Re:intel arc // Platform not supported bug

Arnox — Sat, 18 Nov 2023 04:19:02 GMT

after 1 day of installing latest driver the arc controller showing the platform not supported error

Re:intel arc // Platform not supported bug

Hugo_Intel — Mon, 20 Nov 2023 17:31:16 GMT

Hello Arnox

Checking the log file that you attached, I still see an older version of the driver installed, version 30.0.101.1273 vs the 31.0.101.4593 we shared in our previous post. Did you do the update/installation following the instructions to use Display Driver Uninstaller?

I would advise that you redo the process and make sure the driver installed is 31.0.101.4593, perhaps Windows is rolling back the driver to an older version.

Best Regards,

Hugo O.

Intel Customer Support Technician.

Re: intel arc // Platform not supported bug

Arnox — Wed, 22 Nov 2023 11:48:56 GMT

thats what happens after a day or so it roll backs to 1273 other wise when i freshly install it it shows the latest one i has attached both the files after install and when it rolls back automatically

Re:intel arc // Platform not supported bug

Hugo_Intel — Wed, 22 Nov 2023 20:14:15 GMT

Hello Arnox

In this case, now you confirmed the cause of the issue is that Windows keeps rolling back the driver to an older version, you can try installing the driver through the device manager which should prevent Windows from rolling back the driver again:

Please try the following:

Open Device Manager
Go to display adapters > Intel® UHD Graphics 730
Double click on Intel® UHD Graphics 730
Go to the Driver Tab > Update driver
Go to Browse my computer for drivers
Go to Let me pick from a list of available drivers on my computer
Double-click on the first option that appears.
Make sure the driver installed is the latest version 4953 or 4972. You can go back to the driver tab to confirm.

After completing the above steps test it for a couple of days and confirm if the driver keeps rolling back.

Best Regards,

Hugo O.

Intel Customer Support Technician.

Re:intel arc // Platform not supported bug

Hugo_Intel — Wed, 29 Nov 2023 20:46:44 GMT

Hello Arnox

Have you had the chance to test our latest recommendation to install the driver through device manager? Let us know if the error message from Arc Control is still happening or if the issue was resolved.

Best Regards,

Hugo O.

Intel Customer Support Technician.

Re: intel arc // Platform not supported bug

Arnox — Thu, 30 Nov 2023 16:41:27 GMT

i am using pc for 2 days but it not happened again but now the arc control center cant search for new drivers it shows the timed out message and when i increase genshin impact environment graphics from lowest to low the drivers crashes instantly in the fontaine region part of the game .

Re:intel arc // Platform not supported bug

Hugo_Intel — Thu, 30 Nov 2023 18:22:43 GMT

Hello Arnox

Good to know the issue was resolved after performing the advised troubleshooting steps. The other issues you are reporting are different from what has been discussed in this thread so for the error message when looking for updates in Arc Control it should get resolved by doing a DDU installation of driver 31.0.101.4972, however, if the issue persists please open one separate thread for each issue so we can ask for more information and troubleshoot accordingly.

Best Regards,

Hugo O.

Intel Customer Support Technician.

Re:intel arc // Platform not supported bug

Hugo_Intel — Tue, 05 Dec 2023 19:44:54 GMT

Hello Arnox

As mentioned in our previous post in case the issue with Gensing Impact or Arc Control o looking for an update did not get resolved with the DDU installation of the driver, feel free to open a new topic for each issue so we can help you with troubleshooting. since there are no further comments on this thread we will proceed to close it.

Best Regards,

Hugo O.

Intel Customer Support Technician.