topic Re:Quicksync not working on A770 in Graphics

Quicksync not working on A770

leone145 — Wed, 16 Aug 2023 23:38:34 GMT

Hi, I am using an A770 now and the Quicksync hardware encoding is not working.

The apps I've tested are OBS, Handbrake and Outplayed. Both H264 and AV1 hardware encoding are not working properly on those apps.

I am not sure when did it start, I bought my A770 in mid-July, and it worked back then (with driver ver. 4576 or 4576 I think). I haven't recorded videos for a while since then.

Now when the recording starts, using Windows task manager, I notice only a short period of utilization on both video decode and processing.

For converting videos using Handbrake, the encoding status shows its avg fps is 1 and it takes forever to complete the conversion.

For OBS and Outplayed, the output video is full of freezing and lagging.

I have tried to install and re-install drivers in the following order: 4578 > 4644 > 4575. Each time uses DDU in safe mode to uninstall the previous driver first, and always enable the clean install option in the driver installer. I try my best to close applications and programs as many as I can before installing the driver. After the installation, I always click the restart button in the installer before I test it.

Details of my setup:
CPU:: 13600kf

MB: MSI PRO Z690-A DDR4, BIOS ver. 7D25v1D
GPU: Acer predator arc A770 16g

OS: Windows 10 Pro 19045.3324

DDU: 18.0.6.5

OBS: 29.1.3
Handbrake: 1.6.1
Outplayed: 105.0.4470
Resize-BAR is enabled as shown in GPU-Z 2.54.0.

If you need a sample of recording/video conversion, I can provide it privately.

Please let me know if you need more information.

Re:Quicksync not working on A770

Andres_Intel — Fri, 18 Aug 2023 15:12:36 GMT

Hello leone145,

Thank you for posting on the Intel®️ communities. I see that you are having encoding issues with your Intel® Arc™ A770 Graphics, I understand how annoying this can be I will be happy to help you.

To have a better understanding of the situation, please answer the following questions:

In case we need to replicate the issue, send a video showing the issue that you have. You can send it privately to me through Intel Communities

Regards,

Andres P.

Intel Customer Support Technician

Re: Re:Quicksync not working on A770

leone145 — Sun, 20 Aug 2023 04:28:41 GMT

Hi, sorry that I am on holiday and can't give u a video now. I will upload it as soon as I am back

Re:Quicksync not working on A770

Andres_Intel — Mon, 21 Aug 2023 16:26:24 GMT

Hello leone145,

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

I will wait for you to upload the video remember it should show the issue that you have and the app settings.

Regards,

Andres P.

Intel Customer Support Technician

Re:Quicksync not working on A770

Andres_Intel — Thu, 24 Aug 2023 21:56:29 GMT

Hello leone145,

Were you able to take a video showing the issue that you have and the app settings?

Let us know if you still need assistance.

Best regards,

Andres P.

Intel Customer Support Technician

Re: Quicksync not working on A770

leone145 — Mon, 28 Aug 2023 06:51:58 GMT

I have now uploaded a World of Warships gameplay recording using OBS to:

https://drive.google.com/drive/folders/1Iu6Fe1jkKO-d6CEKGed_oCKBhQQ-Yxgo?usp=sharing

The OBS recording settings are shown in the attached image

I am using driver ver. 4669 now.

Re:Quicksync not working on A770

Andres_Intel — Mon, 28 Aug 2023 18:48:50 GMT

Hello leone145,

Thank you for your answer, and for providing the videos.

It is going to help us in case we need to replicate the issue, now 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:Quicksync not working on A770

Andres_Intel — Tue, 29 Aug 2023 17:54:36 GMT

Hello leone145,

Thank you for your time.

We will try to replicate this issue to see if we can find the root of the issue, but firstly, please answer the following questions:

Is there anything else affected or does something crash at any point?
What is the power supply make and model? In order to check if it is affecting your system and check the compatibility.

Regards,

Andres P.

Intel Customer Support Technician

Re: Quicksync not working on A770

leone145 — Wed, 30 Aug 2023 11:05:32 GMT

Hi, thanks for the reply

1) Nothing else abnormal I am aware of happens. But I do notice that when the game window is not focused, it seems the recording is fine. You can see this in my video around 04:00 to 04:30.

2) The power supply I am using is an RM750i(CP-9020082-UK) unit from Corsair.

The frame time and FPS of the game are consistent and within normal range, so I don't think the power supply is an issue.

Re:Quicksync not working on A770

Andres_Intel — Wed, 30 Aug 2023 14:29:28 GMT

Hello leone145,

Thank you for the clarification, that will help us a lot for trying to replicate the issue.

We will start with the reproduction of the issue, as soon I have the results I will let you know

Regards,

Andres P.

Intel Customer Support Technician

Re:Quicksync not working on A770

Andres_Intel — Wed, 06 Sep 2023 18:05:25 GMT

Hello leone145,

Thank you for your time.

We still working on the reproduction, we are working really hard to have the same results, as soon I have them I will let you know

Regards,

Andres P.

Intel Customer Support Technician

Re:Quicksync not working on A770

Andres_Intel — Wed, 13 Sep 2023 20:57:09 GMT

Hello leone145,

Thank you for your wait time and patience.

We continue working on the reproduction, we will have the results soon, once we finish with it, I will let you know

Regards,

Andres P.

Intel Customer Support Technician

Re: Quicksync not working on A770

Andres_Intel — Thu, 21 Sep 2023 02:41:28 GMT

Hello leone145,

Thank you for your time.

We continue working on the replication of your issue, I am sorry that this is taking so much time but we are making sure that we can get the same issue, I will let you know the results soon.

Regards,

Andres P.

Intel Customer Support Technician

Re:Quicksync not working on A770

Andres_Intel — Tue, 26 Sep 2023 19:17:30 GMT

Hello leone145,

Thank you for your wait time and patience.

We still working on the reproduction, once we have the results, I will let you know.

Regards,

Andres P.

Intel Customer Support Technician

Re: Quicksync not working on A770

leone145 — Tue, 26 Sep 2023 21:32:30 GMT

Hi, thanks for keeping me updated.

I understand debugging often takes time, so I will wait for you guys to figure it out.

Meanwhile, if you need any input from me, please do not hesitate to find me.

Re:Quicksync not working on A770

Andres_Intel — Wed, 27 Sep 2023 14:41:50 GMT

Hello leone145,

Thank you for your understanding and interest.

We appreciate all your help and patience, I will keep you informed about it.

Regards,

Andres P.

Intel Customer Support Technician

Re:Quicksync not working on A770

Andres_Intel — Fri, 29 Sep 2023 20:29:00 GMT

Hello leone145,

Thank you for your time.

We are working on the replication, we will have the results soon.

If someone in the community has the same or a similar issue please let us know.

Regards,

Andres P.

Intel Customer Support Technician

Re:Quicksync not working on A770

Andres_Intel — Tue, 03 Oct 2023 16:55:57 GMT

Hello leone145,

Thank you for your wait time.

I am sorry for the long time this reproduction is taking, we are working really hard to get the results soon.

Regards,

Andres P.

Intel Customer Support Technician

Re:Quicksync not working on A770

Andres_Intel — Mon, 09 Oct 2023 17:28:36 GMT

Hello leone145,

Thank you for your patience.

We almost finish the reproduction of the issue, I really want to thank you for your time, I will provide you with the results soon.

Regards,

Andres P.

Intel Customer Support Technician

Re:Quicksync not working on A770

Andres_Intel — Thu, 12 Oct 2023 16:40:24 GMT

Hello leone145,

Thank you for your time and patience.

We have finished with the replication of the issue, this appears to be an issue with the OBS app itself since we couldn't replicate the issue.

Our best recommendation is to report it to the app developer for further guidance.

Does anyone else in the community have the same issue?

Please let me know if you have further questions.

Regards,

Andres P.

Intel Customer Support Technician