topic Re: Re:Black screen bug after waking pc up from sleep mode in Intel® Arc™ Discrete Graphics

Black screen bug after waking pc up from sleep mode

Remlin379 — Fri, 30 Jun 2023 17:29:22 GMT

Basically when I put my pc to sleep, and then wake it up, sometimes a game or windows animation causes the screen to go black. It can return for a moment but will still break when something else moves on screen. I'm not entirely sure if it's actually related to animation or it just breaks. It also happened in game of Icarus, it loaded fine, but when i moved in game the screen went black. I had to restart entire pc to fix it.

I Installed intel drivers over nvidia drivers which i deleted later, maybe this is the issue?

Windows 10 pro
Driver: 4502
CPU: Ryzen 5 5600x
32gb RAM DDR4 3600Mhz
New Asrock Arc a770 8gb Phantom Gaming D OC

Re:Black screen bug after waking pc up from sleep mode

Jose_Intel — Mon, 03 Jul 2023 18:11:31 GMT

Hello @Remlin379

Thank you for posting on the Intel️® communities.

I am sorry to hear that you have problems with Intel® Arc™ A770 Graphics, and I’ll be more than happy to help you.

Please run the Display Driver Uninstaller (DDU), you will find the instructions there.

Then, install the Intel driver again: Intel® Arc™ & Iris® Xe Graphics - WHQL - Windows*

If the issue persists after that, please check this to disable SVM: Black Screen, No Display Issue after Installing Intel® Arc Graphics Driver with AMD* Processor

Also, in order to have more information about your system, please download, install and run Intel® System Support Utility for Windows. Make sure you check “Everything” before you scan, then save the report and attach it to your response.

Best regards,

Jose B.

Intel Customer Support Technician

Re: Black screen bug after waking pc up from sleep mode

Remlin379 — Tue, 04 Jul 2023 09:14:25 GMT

I think it's at least partially fixed if not completely (needs more tests). I can now start heavy games normally without screen going black and having to restart gpu driver which was another issue, so I'm assuming it worked. Before, I installed intel drivers over nvidia, and used ddu to remove what was left of nvidia's, but now i also used it to reinstall intel and it seems to be working properly.

Thanks for the help

Re:Black screen bug after waking pc up from sleep mode

Jose_Intel — Tue, 04 Jul 2023 19:41:02 GMT

Hello @Remlin379

Thank you for letting me know.

I am glad to hear that it is working so far, please keep me updated.

Best regards,

Jose B.

Intel Customer Support Technician

Re: Re:Black screen bug after waking pc up from sleep mode

Remlin379 — Wed, 05 Jul 2023 13:28:08 GMT

Unfortunately, it seems like the issue wasn't fixed completely, as i still get flashing black screen in games, using ctrl+shift+win+b helps

Re:Black screen bug after waking pc up from sleep mode

Jose_Intel — Wed, 05 Jul 2023 20:07:04 GMT

Hello Remlin379

I am sorry to hear that the issue persisted.

Were you able to disable SVM? Here are the instructions: Black Screen, No Display Issue after Installing Intel® Arc Graphics Driver with AMD* Processor

Best regards,

Jose B.

Intel Customer Support Technician

Re: Re:Black screen bug after waking pc up from sleep mode

Remlin379 — Wed, 05 Jul 2023 20:44:01 GMT

I didn't want to disable SVM in the first place as I sometimes use it and would end up turning it back on anyway, but the problem persisted after disabling it. Trying to run a game (I use cyberpunk to test this) resulted in a flashing black screen that was resolved with driver reset. This happening means it will also randomly happen while just browsing internet and can even lead to a total freeze (happened once). It looks like driver reinstall temporalily fixed the issue, but it came back the next day. It's not that burdensome since kb combination fixes it, but I think the bluescreen that happened to me during a game was also related to this.

I'm adding the ssu log

Re: Re:Black screen bug after waking pc up from sleep mode

Remlin379 — Wed, 05 Jul 2023 20:50:27 GMT

It almost seems like the drivers don't load correctly with windows and require a reset before they start working properly, but I have to test this further with this assumption

Re:Black screen bug after waking pc up from sleep mode

Jose_Intel — Thu, 06 Jul 2023 21:30:27 GMT

Hello Remlin379

Thank you for the report, I could notice that the BIOS is not up to date. Please update it first, then repeat our previous steps to see if that makes a difference.

I will be waiting for your response.

Best regards,

Jose B.

Intel Customer Support Technician

Re: Re:Black screen bug after waking pc up from sleep mode

Remlin379 — Fri, 07 Jul 2023 09:55:46 GMT

For now I updated windows and disabled variable refresh rate (i think it's called that in english) in arc control panel and my game started fine with no reset needed. I will also update the bios and see if the issues returns later.

Re: Re:Black screen bug after waking pc up from sleep mode

Remlin379 — Fri, 07 Jul 2023 10:20:46 GMT

(still pre bios update) Also, when I started a game with variable refresh rate disabled, it started just fine, but when i reenabled it, i got the black screen flicker. The thing is, after restarting the driver, it worked just fine no matter how many times i changed this setting or restarted the game.

Re:Black screen bug after waking pc up from sleep mode

Jose_Intel — Fri, 07 Jul 2023 21:24:53 GMT

Hello Remlin379

Thank you for letting me know, I am glad to hear that the system worked. Is the issue completely resolved now?

Were you able to update the BIOS?

Best regards,

Jose B.

Intel Customer Support Technician

Re: Re:Black screen bug after waking pc up from sleep mode

Remlin379 — Fri, 07 Jul 2023 21:52:00 GMT

I updated the bios and the issue with variable refresh rate remained, but I can play just fine without it. Might be related to the monitor as it has some weird quirks by itself. I don't feel like the root cause of the problem was fixed, as there were other issues seemingly unrelated to the refresh rate, but the black screen flicker is gone, so I guess I can say it's fixed. Thanks for the help.

Re:Black screen bug after waking pc up from sleep mode

Jose_Intel — Mon, 10 Jul 2023 21:19:50 GMT

Hello Remlin379

Thank you for your response. I am glad to hear that the black screen issue is now resolved.

If you need any additional information, please submit a new question as this thread will no longer be monitored.

Best regards,

Jose B.

Intel Customer Support Technician

Re:Black screen bug after waking pc up from sleep mode

Jose_Intel — Thu, 13 Jul 2023 16:28:03 GMT

Hello @Remlin379

We would like to check the issue with the Variable Refresh Rate.

Could you please answer the following?

· Monitor(s) make and model

· Which games exactly trigger the issue?

· VRR preference in Arc Control: Fullscreen, Fullscreen and Windowed

· Global VRR mode used (Application choice, Smooth Sync, Smart Sync?).

· Confirm the card's firmware version used.

Then, please generate and attach the Report for Intel® Intel Graphics Command Center

Best regards,

Jose B.

Intel Customer Support Technician

Re: Black screen bug after waking pc up from sleep mode

Remlin379 — Thu, 13 Jul 2023 17:22:15 GMT

Firstly - after waking the pc up from sleep it seems that gcc can't find any monitors, it's constantly searching, sometimes settings from there get reset (until reboot) and I can't generate a raport. It might be related to the issue of freezing screen / black screen flash when yt or similar website's film preview starts. After reboot the gcc works fine.

My main monitor is Acer KG251QDBMIIPX black 240Hz, the second monitor doesn't support vcc (and uses hdmi>vga adapter)
The issue with VRR appeared in Cyberpunk and Golf with your friends, I don't play many more games but League of Legends was fine if I remember correctly.
VRR preference was set to fullscreen
I can't find other setting for VRR other than enabled/disabled and the preference,
If it helps, the adaptive sync is enabled
The card properties only say "Intel video bios"

Edit: in gcc OpROM version is: 20.1053.0.0

Re:Black screen bug after waking pc up from sleep mode

Jose_Intel — Thu, 13 Jul 2023 19:35:08 GMT

Hello @Remlin379

Thank you for that information.

As soon as we have an update, we will post it here.

Best regards,

Jose B.

Intel Customer Support Technician

Re:Black screen bug after waking pc up from sleep mode

Jose_Intel — Tue, 18 Jul 2023 16:29:06 GMT

Hello Remlin379

Thank you for your patience.

We are still working on your case, new updates will be posted soon.

Best regards,

Jose B.

Intel Customer Support Technician

Re: Black screen bug after waking pc up from sleep mode

Remlin379 — Mon, 24 Jul 2023 18:36:36 GMT

edit: sorry, replied to the wrong post

Re:Black screen bug after waking pc up from sleep mode

Jose_Intel — Mon, 07 Aug 2023 17:37:03 GMT

Hello Remlin379

Thank you for patiently waiting.

Are you able to test the game with the VRR turned on using another monitor?

Also, there is a new driver release. Please try it: 31.0.101.4577

Best regards,

Jose B.

Intel Customer Support Technician