topic Re:Computer crashing/freezing when i'm playing ARC 770 LE in Intel® Arc™ Discrete Graphics

Computer crashing/freezing when i'm playing ARC 770 LE

Juliansdv — Thu, 15 Jun 2023 22:07:23 GMT

Hello y'all !

I bought an Intel Arc 770 LE graphic card this week and after installing it i started getting some kind of crashes/freezing on my computer when i were gaming, the screen get black and the sound just freeze, making me to restart the computer with the power on case button ( 'cause the freeze just don't dissapear no matter how much time passes )

My specs are:

Intel Core i7 12700k (not overcloked)
Intel Arc 770 LE 16gb
2x 8gb ram ddr4 3200 (xmp on)
Asus Prime z690M-PLUS D4 (latest Bios)
EVGA Supernova 650w Platinum
Windows 11 (latest Actualization 22H2 - not a insider version) (Reinstalled) (installed on a SSD M.2)
Sata HDD
LG 27GP750-B connected with Displayport at 240hz

These days i tried to:

ReBar Disable/Enable
XMP Disable/Enable
CSM Disable
Changing Drivers (I tried the 4369, 4382 and actually i have 4499, all installed with DDU)
Reseting Bios config - Updating Bios

GPU is connected with two PCIE cable
I didn't tried Undervolt/Overclock
I think my temps are good (max 83 peak while gaming)

Usually i play Valorant, Destiny 2 and Black Desert. The crashes appear mostly when i got more than 80-90% gpu use and it doesn't have happened when i was on desktop, it's just while i'm gaming.
I'm attaching a SSU.
Would appreciate any help with this n' have a good day!

Re: Computer crashing/freezing when i'm playing ARC 770 LE

Juliansdv — Sat, 17 Jun 2023 23:40:53 GMT

I'm updating the case while i get an answer:

Yesterday i tried the 4314 driver version and it worked until today that i started to get again black screens and freezes.
Were two crashes, the first one when i was on CSGO and the second one time after i restarted the pc (wasn't gaming, just with chrome and discord opened).

Attached a new SSU with the new two crashes info
Attached the lastest four dump files i got in my computer.

Happy rest of day for all !!

Edit: I'm adding two more dump files cause i got two more crashes recently while i was playing Black Desert Online

Re:Computer crashing/freezing when i'm playing ARC 770 LE

Hugo_Intel — Mon, 19 Jun 2023 16:54:50 GMT

Hello Juliansdv

Thank you for posting on the Intel® ARC™ Graphics Communities. We are sorry you are experiencing random crashes and freezes when gaming on your system.

I see that you recently installed the Arc GPU on your system, Did you have a previous AMD/NVIDIA GPU installed? If so, it will be good to delete previous third-party drivers using DDU.

We will be checking the minidump files that you have attached and see if there is any error we can find. Since you have a 12700K processor with integrated graphics, please try removing the Arc GPU from your system by disconnecting it from the PCI-E slot and the power cables and check if the issue happens only using integrated graphics.

Best Regards,

Hugo O.

Intel Customer Support Technician.

Re: Re:Computer crashing/freezing when i'm playing ARC 770 LE

Juliansdv — Mon, 19 Jun 2023 17:53:19 GMT

Hello Hugo, thanks for the answer.

I had a Nvidia gtx 1060 but i uninstalled all this card drivers with DDU before installing the A770, so this isn't the problem, i guess.
I'm going to try discconecting the A770 and using the integrated graphics, i will make an update if i see something different.

Have a nice rest of day !

Re: Re:Computer crashing/freezing when i'm playing ARC 770 LE

Juliansdv — Thu, 22 Jun 2023 05:41:18 GMT

Hi, hoping y'all are fine.

I'm updating again the case:
Today i installed the 4502 driver (uninstalling the lastest one with DDU) and the issue persist. Even i could say it started to happen more often.

I will attach a SSU file with includes all the crashes i had today and the 3 dump files that the computer generated during the course of today.

Re:Computer crashing/freezing when i'm playing ARC 770 LE

Hugo_Intel — Thu, 22 Jun 2023 18:49:45 GMT

Hello Juliansdv

Thank you for letting us know. Were you able to confirm if this issue only happens when the Arc GPU is installed and that it does not happen when only using integrated graphics?

Best Regards,

Hugo O.

Intel Customer Support Technician.

Re: Re:Computer crashing/freezing when i'm playing ARC 770 LE

Juliansdv — Thu, 22 Jun 2023 21:17:23 GMT

Hi Hugo, i tried it a bit and nothing happened apart from low fps in games (for obvious reasons) everything worked fine even with the Gtx 1060

Re:Computer crashing/freezing when i'm playing ARC 770 LE

Hugo_Intel — Fri, 23 Jun 2023 17:01:39 GMT

Hello Juliansdv

Thank you for the confirmation. We will proceed to further check this issue with the information we have gathered so far. We will post back once there is an update for you.

Best Regards,

Hugo O.

Intel Customer Support Technician.

Re: Computer crashing/freezing when i'm playing ARC 770 LE

Saveno — Sat, 24 Jun 2023 06:31:56 GMT

I really hope that they will soon figure out what is causing this. I have this too and if you check this forum and reddit other people are having problems with complete system crashes on Arc 7x0 as well. Question to OP. Do you also have times where everything works fine for the whole day? Like it crashes 1-2 times maybe, but then for the rest of the day you not getting a single crash at all? I was told to return the GPU and have it checked already, but i really dont want to be without PC for weeks as this process will probably take a long time. I need it for Online Classes and such and don't have another GPU.

Re: Computer crashing/freezing when i'm playing ARC 770 LE

Juliansdv — Sat, 24 Jun 2023 06:57:44 GMT

Hey, that's exactly what happens even i have had days without crashes.
I'm thinking is something related to the variable refresh rate because usually i play with 240hz so i disable the fps cap in all games and today i just tried to limit the fps to 60 and it looks like worked, all day haven't crashes. Let's wait for what happens tomorrow.

Re: Computer crashing/freezing when i'm playing ARC 770 LE

Saveno — Sat, 24 Jun 2023 15:07:21 GMT

Yeah same, sometimes i don't have crashes for 2 or 3 days then they come back. I don't think its refresh rate related tho. I do a lot of Image Generation via AI (Stable Diffusion) and it crashes there too. 1-2 crashes, then for the rest of the day everything is fine.

Its probably also not a compatibility issue because we have completely different hardware. Like i have a MSI Mainboard and AMD CPU. I wonder if we were just unlucky and are victims of a faulty production series but i doubt that Intel would send us a new GPU first and then let us return ours which sucks because it would leave us without a GPU for weeks.

Its not any faulty or wrong bios settings either (ive already reset it and trust me tried every single setting lol), underclocking, including undervolting doesn't change anything either. I reinstalled Windows even so its beyond my (limited) technical understanding what could be causing it. Like, it just doesn't make sense that it sometimes works fine for days or after 1-2 crashes under the exact scenario it crashed multiple times before. Last reason i can think of is that the Arc (or some Arcs of a specific production series) does not like going from 0 to heavy load right when its pretty much in Idle Mode and after the first or second crash your PC is "warmed up" so it remains stable.

Re:Computer crashing/freezing when i'm playing ARC 770 LE

Hugo_Intel — Wed, 28 Jun 2023 16:08:30 GMT

Hello Juliansdv

Thank you for your patience. After reviewing all troubleshooting steps as well as the minidump log files that you shared with us we have determined the best next steps will be to go through a warranty replacement with your GPU since everything points out that it might be defective. Please contact your place of purchase in order to start the RMA process or if you have any issues with them, feel free to contact us directly to explore warranty options:

U.S. and Canada: Intel Customer Support

Europe, Middle East, and Africa: Intel Customer Support EMEA

Asia-Pacific: Intel Customer Support APAC

Latin America: Intel Customer Support LAR

Best Regards,

Hugo O.

Intel Customer Support Technician.

Re:Computer crashing/freezing when i'm playing ARC 770 LE

Hugo_Intel — Mon, 03 Jul 2023 21:24:33 GMT

Hello Juliansdv

I see there are no further questions related to this topic so we will proceed to close this thread. Feel free to open a new topic if you need further assistance.

Best Regards,

Hugo O.

Intel Customer Support Technician.

Re: Computer crashing/freezing when i'm playing ARC 770 LE

Saveno — Sat, 22 Jul 2023 13:16:56 GMT

If you return the GPU and get a new one could you please report back if it fixed the problem? Since there are so many people with that exact issue...