topic Arc A770 16GB Dolby Atmos issues in Graphics

Arc A770 16GB Dolby Atmos issues

clayton86 — Fri, 29 Sep 2023 23:20:02 GMT

Hello,

I am getting some pretty persistent audio drops with this card. Basically, I'll be playing a game and the audio will cut out for a good minute or two and then come back.

Originally this was happening with Spider-Man Remastered and Spider-Man Miles Morales, both of which have known issues with audio drops, so I thought it was the games. However, when I used my gaming headset, which is connected to the USB port on my MoBo, the issues went away. The audio drops are also happening in Starfield (Starfield is also pretty consistently crashing, too) and sometimes when I watch YouTube.

I'm certain this has something to do with Dolby Atmos/spatial sound, as when the audio comes back, my soundbar flashes to let me know that Dolby Atmos is re-enabled.

Steps I have taken so far:

1. Changing the HDMI cable

2. Reseating the GPU

3. DDU uninstall of previous drivers and fresh install of new drivers

4. Confirmed I have the most recent drivers installed.

I did read some other posts on this forum indicating other users were having this issue. However, Intel reps advised that the issue had been patched in subsequent driver updates. I do not believe the issue has been sufficiently patched.

Re:Arc A770 16GB Dolby Atmos issues

Andres_Intel — Tue, 03 Oct 2023 15:21:15 GMT

Hello clayton86,

Thank you for posting on the Intel®️ communities. I know is very annoying when the audio does not work properly, I will be happy to help you.

To understand the issue in a better way, please answer the following questions:

What is the device make and model that is platin the audio?
Does the issue happen just when Dolby Atmos is enabled?
Does it happen with different graphics drivers versions?
To check you hardware and software information, run and attach the report for the following tool Intel® System Support Utility for Windows (SSU), you can find the steps on the link How to get the Intel® System Support Utility Logs on Windows.

Regards,

Andres P.

Intel Customer Support Technician

Re: Re:Arc A770 16GB Dolby Atmos issues

clayton86 — Tue, 03 Oct 2023 21:46:12 GMT

Hi Andres,

Thanks for responding. Questions answered below:

What is the device make and model that is platin the audio? It's a Samsung N950 soundbar. Up until two months ago, I had an AMD RX 480 8GB GPU. Never had any audio issues with it when playing through the soundbat.
Does the issue happen just when Dolby Atmos is enabled? Appears that way. I also have a SteelSeries Arctis Wireless headset, which is connected to the PC via USB dongle. The headset supports DTS:X surround sound, and I have not experienced audio drops when DTS is enable through the headset.
Does it happen with different graphics drivers versions? Yes. It's happened with every driver version I've had since purchasing the card on Aug. 17th.

Re:Arc A770 16GB Dolby Atmos issues

Andres_Intel — Wed, 04 Oct 2023 13:27:27 GMT

Hello clayton86,

Thank you for your response, all the information provided has been really helpful.

In order to continue with the next steps and start with the troubleshooting steps, please attach the report of the Intel® SSU.

Regards,

Andres P.

Intel Customer Support Technician

Re: Re:Arc A770 16GB Dolby Atmos issues

clayton86 — Thu, 05 Oct 2023 00:32:52 GMT

Hi Andres,

I've attached the SSU report below.

Re:Arc A770 16GB Dolby Atmos issues

Andres_Intel — Thu, 05 Oct 2023 16:28:48 GMT

Hello clayton86,

Thank you for your answer and for attaching the report.

I see on the Intel® SSU that your BIOS and graphics driver are not up to date, please follow the steps below and let me know the results:

We released a new graphics driver some days ago, clean install it with Display Driver Uninstaller (DDU) to version 31.0.101.4885. For guidance, How to Use the Display Driver Uninstaller (DDU) to Uninstall an Intel® Graphics Driver.
Update BIOS to version 7D36vAF. Contact the motherboard manufacturer for installation steps.

Regards,

Andres P.

Intel Customer Support Technician

Re: Re:Arc A770 16GB Dolby Atmos issues

clayton86 — Thu, 05 Oct 2023 23:42:08 GMT

Hi Andres,

I've updated the drivers and BIOS as suggested and attached the SSU summary for confirmation, but the issue still persists.

Re: Re:Arc A770 16GB Dolby Atmos issues

clayton86 — Thu, 05 Oct 2023 23:42:55 GMT

I should add that I can confirm the issue is happening in Cyberpunk 2077 as well.

Re:Arc A770 16GB Dolby Atmos issues

Andres_Intel — Fri, 06 Oct 2023 17:13:51 GMT

Hello clayton86,

Thank you for your reply, and for completing all the steps.

I will start with an investigation and as soon I have further information I will let you know.

Regards,

Andres P.

Intel Customer Support Technician

Re:Arc A770 16GB Dolby Atmos issues

Andres_Intel — Mon, 09 Oct 2023 21:28:23 GMT

Hello clayton86,

Thank you for your time.

We still working on the investigation, we would like to run some tests to see if we can replicate the issue, so answer the following questions.

Does this happen exclusively in games?
Is there any particular setting that seems to be related to this besides enabling Dolby Atmos?
Do you use Dolby Access to enable Dolby Atmos or is there any other particular app?
Can you share the settings of at least one game to test it, maybe a screenshot?
Provide step-by-step instructions, to replicate the issue as accurately as possible.

Regards,

Andres P.

Intel Customer Support Technician

Re:Arc A770 16GB Dolby Atmos issues

Andres_Intel — Thu, 12 Oct 2023 16:09:15 GMT

Hello clayton86,

Were you able to check the previous questions?

Let us know if you still need assistance.

Best regards,

Andres P.

Intel Customer Support Technician

Re: Re:Arc A770 16GB Dolby Atmos issues

clayton86 — Thu, 12 Oct 2023 21:29:12 GMT

Hi Andres,

Answers below:

Does this happen exclusively in games? No. I've experienced some drops while watching YouTube videos as well, but it's most noticeable in games.
Is there any particular setting that seems to be related to this besides enabling Dolby Atmos? Doesn't seem to be. Like I said, when I'm using my headphones, there are no audio issues.
Do you use Dolby Access to enable Dolby Atmos or is there any other particular app? No, I just enable spatial sound through the Windows sound settings.
Can you share the settings of at least one game to test it, maybe a screenshot? See attached
Provide step-by-step instructions, to replicate the issue as accurately as possible. Not sure how I would do this. I just have Atmos enabled in spatial sound. I don't really do anything else to enable it. Then the sound just intermittently cuts out in games at random times.

I've attached the display, graphics, and sound settings from Spider-Man: Miles Morales. I've also attached my sound properties in windows. I should note that the sound properties list my TV as the audio device. This is because I have my PC running to my HW-N950 soundbar, and then the soundbar is connected to the TV via ARC. I can try connecting the PC directly to the TV if necessary, but it's a bit of a nuisance to do so and I won't have access to spatial sound if I do.

Re:Arc A770 16GB Dolby Atmos issues

Andres_Intel — Fri, 13 Oct 2023 15:08:42 GMT

Hello clayton86,

Thank you for your response, and all the information provided, that will help us before to start with the issue replication.

Before we start with the issue reproduction, please follow the steps below and let me know the results:

This week we released a new graphics driver, clean install it with Display Driver Uninstaller (DDU) as you did before but this time to version 31.0.101.4885 If you still need guidance remember to use the article How to Use the Display Driver Uninstaller (DDU) to Uninstall an Intel® Graphics Driver.
I understand this could be a nuisance, but it will help us a lot to troubleshoot the issue, try connecting the PC directly to the TV.

clayton86 — Mon, 30 Oct 2023 22:23:38 GMT

Hi Andres,

Just wanted to provide an update that I downloaded the new drivers released last week and am still having the issues.

The drops are back up to 30-60 seconds on Miles Morales.