topic Re: Re:Artifacts, black screen, blue screen in Graphics

Artifacts, black screen, blue screen

Makas — Sun, 03 Sep 2023 17:22:04 GMT

Hi Intel,

After updating to 31.0.101.4644 drivers I came across to the following problem;

Artifacts suddenly appear on the screen and after about 5sec screen goes black. Obviously I am losing control of pc totally during this moment.

This has happened most of the times during gaming "Dota2" and once in a "War Robots".

Also same issue happened during a simple browsing per "Google Chrome".

Recenlty playing "Dota" the artifacts following the black screen happened about 3 times and I just rebooted my pc and re-joined the game. Once rejoined, it happened again and again in a few mins period and on one of the artifact moment finnaly gave me a blue screen.

I am attaching all the info I have related to that issue.

Also, I did try the default things like "Uninstalling drivers with DDU and re-installing them again"

I can confirm that this didnt help.

Please advise the solution to fix this.

Many Thanks

Re:Artifacts, black screen, blue screen

Andres_Intel — Tue, 05 Sep 2023 20:28:09 GMT

Hello Makas,

Thank you for posting on the Intel®️ communities. I see that you are having artifacts, black screen, and Blue Screen of Death issues with your Intel® Arc™ A770 Graphics, I understand this is frustrating for you, I will be happy to help you.

I see in the report you attached that there are some pending updates in the system that may help, please follow the steps below and let me know the results:

Clean install the graphics driver to the latest version 31.0.101.4672 using Display Driver Uninstaller (DDU). For guidance, How to Use the Display Driver Uninstaller (DDU) to Uninstall an Intel® Graphics Driver.
Also, I noticed the BIOS is not up to date, update it to version 7D32v1D. For installation steps, contact MSI.
In case we need to reproduce the issue provide some screenshots of the game settings.
When does the issue happen? For example randomly, when doing something specific in the games mentioned previously or in Google Chrome.

Regards,

Andres P.

Intel Customer Support Technician

Re:Artifacts, black screen, blue screen

Andres_Intel — Fri, 08 Sep 2023 18:05:17 GMT

Hello Makas,

Were you able to clean install the graphics driver and update the BIOS?

Please keep us informed.

Best regards,

Andres P.

Intel Customer Support Technician

Re: Artifacts, black screen, blue screen

Makas — Sat, 09 Sep 2023 23:08:21 GMT

I did update for latest WIN updates and updated my bios.

Also i did clean install for 31.0.101.4672 .

Again same black screen happened.

As recenlty update came for 31.0.101.4676 i recenlty did update for it and its to be seen if there is any changes.

Clearly there is a problem and thinking that gpu driver update will bring any change when the changes targeted there is only for game starfall is a bit optimistic i will say...

So to summarise -

WIN update - didnt solve the problem

BIOS update - didnt solve the problem

ARC A770 driver update - didnt solve the problem

Many Thanks

Re:Artifacts, black screen, blue screen

Andres_Intel — Mon, 11 Sep 2023 13:44:26 GMT

Hello Makas,

Thank you for your response, and for completing all the steps, that helps a lot.

Please answer the questions below to try to replicate the issue as accurate as possible in case that we needed, I asked this questions before but I did not receive any answer about it.

Take screenshots of the game settings.
When does the issue happen? For example randomly, when doing something specific in the games previously mentioned or in Google Chrome.

Regards,

Andres P.

Intel Customer Support Technician

Re: Re:Artifacts, black screen, blue screen

Makas — Mon, 11 Sep 2023 23:12:03 GMT

Andres,

I didn't reply to "graphics settings in game" request because I thought first I will check if there is a change by updating rest mentioned above....

Video settings I keep always the same and never before was the issue, so this also why I made such decision to check if the issue is resolved by working on video drivers,windows update and bios update...

I hope it makes sense to you and you perhaps could agree with me and wait for a while so I can gather the information required.

Also, is there any similar reports happening? Considering this happened during a standard browsing session...

Lastly, previously I did report about audio cuts during cpu loads.... as per intel "BUG ID 22016601751" So it happened a few times recenlty, when audio did cut out, led usb light on usb audio interface dissapear.... and reapear again... during that audio cut....

Wondering if these issues somehow connected?...

Anyway...

Will provide update in near future.

Regards

Re:Artifacts, black screen, blue screen

Andres_Intel — Tue, 12 Sep 2023 16:19:55 GMT

Hello Makas,

Thank you for your answer, and for keeping me informed.

I will wait for the results, as soon you have them let me know, if the issue persists remember to take screenshots of the game settings, and tell me if the issue happens when doing something specific.

There are more reports related to the Blue Screen of Death (BSOD) issue, but they are not related to Dota 2, War Robots, and Chrome.

The audio issue you mentioned should not be related to this BSOD issue. If you need more information about it, I recommend you make a new post for that specific request to keep the threads organized and help you in the best way.

Please keep me informed.

Regards,

Andres P.

Intel Customer Support Technician

Re: Re:Artifacts, black screen, blue screen

Makas — Thu, 14 Sep 2023 02:04:03 GMT

Hi Andres,

I got some bad news and good news.

Good news are that the black out of the screen just happened x3 times in a row during Dota 2 game and I got screenshot of my video settings as requested.

Happened once, i did reboot for pc, then in a few mins again artifacts and black... Once again i did reboot, rejoin dota game and in few mins same thing....

Bad news - I think this card is dead. What is the process for RMA ticket?

Please see screenshot attatched.

Many Thanks

UPDATE

I did notice that the new driver came out.

Cleaned old with DDU.

During instalation of 31.0.101.4824 (WHQL Certified) my image on the display just froze. I believe it happened during "Firmware" instalation process.

I cleaned with DDU again.

Did a fresh new install and this time - screen went artifacts again and blacked out eventually.

I managed to grab a phone and make a picture. Please see photo attached...

Cleaned with DDU again and again installed latest drivers mentioned above....

This time it went through. So as it seems, its happening all over the place not just during gaming.

Please advise..

Many Thanks

Re: Re:Artifacts, black screen, blue screen

Makas — Thu, 14 Sep 2023 11:40:05 GMT

Andres,

I did a reply but it was marked as a spam for some reason and seems to be removed.

Why is that???

Is it because someone dislike what I say ?

I dont get it....

You seek for help, you ask questions, you provide results,photos,screenshots and other data and your reply is deleted...

Please advise.

Many Thanks

Re:Artifacts, black screen, blue screen

Andres_Intel — Thu, 14 Sep 2023 14:48:32 GMT

Hello Makas,

Thank you for your reply, I am sorry to hear that.

Let's try to share the information again, as these screenshots and know when the issue happens will help me to proceed with the next steps.

I apologize for the inconvenience, I understand that you have already provided it in the removed response.

Regards,

Andres P.

Intel Customer Support Technician

Re: Re:Artifacts, black screen, blue screen

Makas — Thu, 14 Sep 2023 21:00:48 GMT

Andres,

My reply was restored by IT team I believe, please see above in case you didnt get the notification.

Any questions please ask.

Thanks

Re:Artifacts, black screen, blue screen

Andres_Intel — Fri, 15 Sep 2023 14:12:12 GMT

Hello Makas,

Thank you for all the information provided, it has been very helpful.

I will start with an investigation to provide you with the next steps as soon as possible

Regards,

Andres P.

Intel Customer Support Technician

Re:Artifacts, black screen, blue screen

Andres_Intel — Fri, 15 Sep 2023 17:10:27 GMT

Hello Makas,

Thank you for your time.

We have been working on the investigation and now I have the following questions:

Is the Resizable Bar on?
What is the PSU make and model?
Is this an Intel branded card or a 3rd branded card?
Are you using DisplayPort? If so, do you have the same issues through HDMI?

Regards,

Andres P.

Intel Customer Support Technician

Re: Re:Artifacts, black screen, blue screen

Makas — Fri, 15 Sep 2023 21:49:55 GMT

Hi Andres,

Is the Resizable Bar on? - Yes
What is the PSU make and model? - Corsair RM650 650 Watt 80+ Gold Fully Modular PSU/Power Supply Manufacturer code: CP-9020194-UK
Is this an Intel branded card or a 3rd branded card? - Intel branded
Are you using DisplayPort? If so, do you have the same issues through HDMI? - I use it only through HDMI as my monitor does not support DisplayPort. Monitor - 23 Iiyama XU2390HS-B1

Regards

Re:Artifacts, black screen, blue screen

Andres_Intel — Mon, 18 Sep 2023 13:27:26 GMT

Hello Makas,

Thank you for the clarification, that is very helpful.

I will continue with the investigation and as soon I have further details I will let you know

Regards,

Andres P.

Intel Customer Support Technician

Re:Artifacts, black screen, blue screen

Andres_Intel — Tue, 19 Sep 2023 20:29:41 GMT

Hello Makas,

Thank you for your time.

We have been working on the investigation, we haven't seen reports similar to what you are experiencing after a batch of new drivers has been released. The GPU might be encountering hardware issues but just to be sure, can you test with a different monitor?

Regards,

Andres P.

Intel Customer Support Technician

Re: Artifacts, black screen, blue screen

Makas — Tue, 19 Sep 2023 22:57:34 GMT

Hello Andres,

I appreciate your efforts in investigating this issue with me. However, I must express my frustration with the suggestion of trying a new monitor as a solution.

At this stage, purchasing a new monitor is not a feasible option for me, and I don't have a spare one to test with. It's also worth noting that I have never encountered such issues with my system since it started running ARC770 on January 11, 2023.

Currently I have the driver version 31.0.101.4577. I will try using these drivers for now.

However, my concern is about the long-term resolution of this problem. Simply replacing the monitor doesn't seem like a practical solution, and it doesn't address the root cause of the issue. I would like to explore other potential solutions or troubleshooting steps to ensure the stability of my ARC770 setup.

I value your assistance, and I'm hopeful that we can find a more suitable solution to this problem. Please let me know if there are any additional steps or information you need from me to move forward with troubleshooting.

Thank you for your continued support.

Regards,

Re:Artifacts, black screen, blue screen

Andres_Intel — Wed, 20 Sep 2023 16:11:59 GMT

Hello Makas,

Thank you for your response.

We understand your frustration, and we also understand that is not feasible for you to buy a new monitor, for that reason, we recommend you to contact Internal Support for refund so you can buy a new one just to make sure the hardware isn't an issue.

Please let me know if you have further questions

Regards,

Andres P.

Intel Customer Support Technician

Re: Artifacts, black screen, blue screen

Makas — Wed, 20 Sep 2023 21:32:46 GMT

Hello Andres,

Thank you for your response.

I wanted to clarify your previous message. Were you suggesting that I should pursue a full refund for the ARC A770 card to potentially purchase a new monitor and check if the issue persists? Your previous message seemed to indicate this, but I wanted to make sure I understood your suggestion correctly.

If this is indeed the recommended course of action, I would appreciate your guidance on how to initiate this process with "Internal Support" for the refund. Additionally, could you please clarify if this is the standard process for an RMA ticket, or if there are specific steps I should follow?

Regarding your previous message, I just wanted to ensure there was no sarcasm or humor intended, as it's sometimes challenging to gauge tone in written communication.

Many Thanks

Re:Artifacts, black screen, blue screen

Andres_Intel — Thu, 21 Sep 2023 13:41:07 GMT

Hello Makas,

Thank you for your questions and I am really sorry for the misunderstanding.

The idea is to contact Internal Support to claim the refund, you can do it via chat, phone call, or create a support ticket via web portal. The specialists will explain you the steps you should follow to complete the refund process. Once you receive the refund you can buy a new Intel® Arc™ A770 Graphics to test it with your current system and check if the issue goes away or persists.

Let me know if you have further questions.

Regards,

Andres P.

Intel Customer Support Technician