topic Re:(Bug) HDMI TV Info banner keep popping up - Randomly - Intel Arc A380 in Graphics

(Bug) HDMI TV Info banner keep popping up - Randomly - Intel Arc A380

NikosD — Tue, 25 Jun 2024 05:21:37 GMT

Hello.

Using a PC with an Intel Arc A380 connected via HDMI to a Sony TV KD - 65XE9005, I have random pop ups of the info banner displaying HDMI port/resolution/ time etc. at the top of the TV panel.

It's the usual info banner that all TVs have.

This info banner should pop up only when changing TV channels or requesting info, generally speaking only when a reason exists usually controlled by the user.

When I connect different cards from other vendors using the same PC and TV, I don't have such issues.

It seems that it's one of those teething issues of the new Intel Arc cards.

Technically speaking, the issue seems to be related with the HDMI handshaking and a firmware update of the card could solve the problem.

My configuration:

Win 11 23H2 (22631.3737) - Intel Arc A380 - Drivers v5590 - TV Sony KD-65XE9005

Thank you.

Re:(Bug) HDMI TV Info banner keep popping up - Randomly - Intel Arc A380

ACarmona_Intel — Fri, 28 Jun 2024 06:23:42 GMT

Hello NikosD,

Thank you for posting in our communities.

May I know when the issue started and if you made any changes before the issue occurred? This question will help us quickly isolate the issue.

Furthermore, kindly provide the complete model of your system so I can check its specifications, and if possible, please share a screenshot of the error message or pop-up message.

We look forward to your response!

Best regards,

Carmona A.

Intel Customer Support Technician

Re: (Bug) HDMI TV Info banner keep popping up - Randomly - Intel Arc A380

NikosD — Sat, 29 Jun 2024 08:26:21 GMT

Hello Carmona,

The situation described above was and still is the same, the moment I bought the Arc A380 card and connected it via HDMI to my TV, last summer.

Nothing has changed since then, I just frequently update my drivers (and firmware via drivers)

The model of the Sony TV is exactly KD-65XE9005, as I wrote above.

The model of my Arc A380 card is ASRock Arc A380 Challenger ITX 6GB OC.

I tried to capture the info banner in a video/screenshot but it was impossible, as it is a TV banner on a different layer than the desktop (it has nothing to do with OS (Windows).

It's a classic info banner showing up e.g. when changing channels in normal TV mode or pressing the (i)nfo button of the TV remote control.

BR,

Nikos

Re:(Bug) HDMI TV Info banner keep popping up - Randomly - Intel Arc A380

ACarmona_Intel — Mon, 01 Jul 2024 03:19:57 GMT

Hello NikosD,

Thank you so much for the response.

Is it possible that you can take a photo of the error or issue using your phone and then share it here in the thread so we can better figure out the issue?

We will wait for your response.

Best regards,

Carmona A.

Intel Customer Support Technician

Re: Re:(Bug) HDMI TV Info banner keep popping up - Randomly - Intel Arc A380

NikosD — Mon, 01 Jul 2024 16:14:13 GMT

Hello.

Here is a photo of the issue, as an attachment, take a look at the top of the monitor.

Also, I have to say that using any iGPU from Intel, even very old like from Sandybridge era, I never had such issues connecting the PC with the TV monitor.

Thank you,

Nikos

Re:(Bug) HDMI TV Info banner keep popping up - Randomly - Intel Arc A380

ACarmona_Intel — Tue, 02 Jul 2024 05:43:00 GMT

Hello NikosD,

Thank you so much for providing us with a photo of the error message.

For our next step, I will be raising the case with our engineers for further investigation.

And I will get back to you as soon as I have our engineers response.

Thank you so much for your patience.

Best regards,

Carmona A.

Intel Customer Support Technician

Re:(Bug) HDMI TV Info banner keep popping up - Randomly - Intel Arc A380

ACarmona_Intel — Fri, 05 Jul 2024 08:03:22 GMT

Hello NikosD,

Thank you so much for patiently waiting on our response.

To assist us in resolving the issue more efficiently, kindly provide the following information:.

1. Does the issue occur across all HDMI ports on your monitor?

2. Are you utilizing a direct HDMI-to-HDMI connection for your setup?

3. Is it possible for you to test the system with a different monitor to determine if the issue is specific to the Sony monitor?

Additionally, we suggest you try disabling the banner on your TV and check if there are any changes. Here are the links on how to do it:

How do I turn off or disable the info banner on my TV? https://www.sony.co.uk/electronics/support/articles/00011069
Sony Community link: https://community.sony.co.uk/t5/android-tv/info-banner-keeps-popping/td-p/2329686

If you have any questions, please let me know.

We look forward to your response!

Best regards,

Carmona A.

Intel Customer Support Technician

Re: (Bug) HDMI TV Info banner keep popping up - Randomly - Intel Arc A380

NikosD — Fri, 05 Jul 2024 09:05:38 GMT

Hello Carmona,

My replies:

1. Yes, I have tried more than one HDMI port and it has the same behavior

2. Yes, always

3. No, unfortunately I don't have any other TVs...My main monitor doesn't have this issue.

I don't want - generally speaking - to disable the info banner, it's useful but not when it's popping up randomly.

I'll try to disable it just for testing reasons.

BR,

Nikos

Re:(Bug) HDMI TV Info banner keep popping up - Randomly - Intel Arc A380

ACarmona_Intel — Mon, 08 Jul 2024 08:26:47 GMT

Hello NikosD,

Thank you so much for the update.

We will do further investigation in regards to your issue so we can know what our next step could be.

Again, thank you so much for your patience.

Best regards,

Carmona A.

Intel Customer Support Technician

Re:(Bug) HDMI TV Info banner keep popping up - Randomly - Intel Arc A380

ACarmona_Intel — Thu, 11 Jul 2024 09:56:23 GMT

Hello NikosD,

Thank you so much for patiently waiting on our response.

Since the issue does not occur with your monitor using HDMI, it is unlikely to be a defective HDMI output, so this seems to be a compatibility issue with the HDMI output and specifically the KD-65XE9005.

In light of that, we wanted to let you know that we are unable to ensure compatibility with every device on the market; therefore, it may take some time for our driver team to get around your issue. However, rest assured that I have already raised your concern with them.

To continue with the investigation and to provide you with possible other alternatives, is it possible that you can test with a DP-to-HDMI?

We will be waiting for your response, and if you have any questions, please let me know.

Best regards,

Carmona A.

Intel Customer Support Technician

Re: Re:(Bug) HDMI TV Info banner keep popping up - Randomly - Intel Arc A380

NikosD — Thu, 11 Jul 2024 19:11:03 GMT

Hello Carmona,

I tried a DP-to-HDMI adapter and the results were more or less the same.

I tried also more HDMI ports of my TV with HDMI-to-HDMI direct connections and I have the same results.

But after so many tests, I managed to isolate the issue a little more.

It seems that video players like local players (e.g MPC-HC), YouTube, WebTV etc trigger the issue a lot more often than completely random pop-ups of info banner.

Especially in the beginning when the media player starts or at the end when the media player closes, I have random pop-ups.

The unfortunate thing is that using exactly the same TV, the exact same HDMI port and HDMI cable with an Intel iGPU e.g my Core i3 6100T and the built-in HDMI port of the motherboard, I never have such issues.

So, besides nVidia and AMD discrete cards, even Intel and the motherboard manufacturers of Intel boards have managed to solve the issue using HDMI connection of my TV.

BR,

Nikos

Re:(Bug) HDMI TV Info banner keep popping up - Randomly - Intel Arc A380

ACarmona_Intel — Fri, 12 Jul 2024 05:49:14 GMT

Hello NikosD,

Thank you so much for the response.

I will raise the case with our engineers to get their feedback on the issue. And I will get back to you as soon as I have their response.

Thank you for all the extra information; it was all noted.

Best regards,

Carmona A.

Intel Customer Support Technician

Re: (Bug) HDMI TV Info banner keep popping up - Randomly - Intel Arc A380

ACarmona_Intel — Wed, 17 Jul 2024 10:40:47 GMT

Hello NikosD,

We appreciate your patience while you waited for our response.

We wanted to inform you that this seems to be a compatibility issue with the Sony KD-65XE9005 having to re-do the EDID handshake.

In regards to that, we will keep this thread open to see if other users are affected and could contribute.

In the meantime, we do recommend testing with another TV make or model.

And if you have any questions, please let me know.

Thank you so much for your understanding.

Best regards,

Carmona A.

Intel Customer Support Technician

Re: (Bug) HDMI TV Info banner keep popping up - Randomly - Intel Arc A380

NikosD — Sat, 20 Jul 2024 10:02:47 GMT

Hello Carmona and thank you for your reply.

But what you say in other words is that because I'm the only one complaining for this issue regarding a very specific TV model, Intel because of reasons will wait in order for more owners of the specific model to complain regarding incompatibility issues with your HDMI connection.

Usually this works in the exact opposite way.

You fix something for that specific issues, in order for more people now or in the future to find the issue solved without frustration and messing around with support communities.

Also, a possible fix for a specific TV model could also solve issues with similar models from the same or other TV brand using the same HDMI hardware.

I think you could see the issue in this way, too.

BR,

Nikos

Re:(Bug) HDMI TV Info banner keep popping up - Randomly - Intel Arc A380

ACarmona_Intel — Mon, 22 Jul 2024 07:07:49 GMT

Hello NikosD,

Thank you so much for sharing your thoughts or for providing us with your feedback.

I'll make sure that my team and I discuss your concern thoroughly and get back to you as soon as possible.

Thank you so much for your understanding.

Best regards,

Carmona A.

Intel Customer Support Technician

Re:(Bug) HDMI TV Info banner keep popping up - Randomly - Intel Arc A380

ACarmona_Intel — Tue, 30 Jul 2024 14:07:32 GMT

Hello NikosD,

We wanted to inform you that we cannot guarantee compatibility with every single device available on the market.

We'll report this to the appropriate team for future consideration, but we cannot promise or commit to a fix being released and will leave the thread open, so as soon as there is any update, we'll post it there.

Thank you so much for your understanding.

Best regards,

Carmona A.

Intel Customer Support Technician

Re: (Bug) HDMI TV Info banner keep popping up - Randomly - Intel Arc A380

Reactionman — Sat, 06 Dec 2025 10:52:09 GMT

Hi everyone!

Even though this thread is already a bit older, I thought it might be good to contribute - as I am looking for a fix fot this issue myself. I already searched for a solution like 2 years ago, but wasn't able to find something useful. As I didn't use my ARC GPUs on the TV anymore, I didn't bother anymore. But:

I first encountered the same problem as NikosD described after getting my A770, when using it for my livingroom PC. The setup back then was:

GPU: ARC A770 Limited Edition

TV: Sony KD-65XF7004

I can confirm, that it happens more often when using local players, but also quite a lot when gaming or just browsing. I used the same setup with my PC monitors before (Samsung & AOC) and didn't have that problem.

One year ago, I then bought the Intel ARC B580 - and it has the same problem. So it's not only an Alchemist problem, but Battlemage as well.

I also tried all the HDMI ports of the TV and tried it with a DP to HDMI cable - which didn't change anything.

The other day, I gave that PC to my sister. She has an LG TV - and the info banner didn't pop up on that TV with the ARC Card. So it seems, that the issue is ARC<-->Sony related.

It would be really awesome, if this problem could be solved, as I am a big fan of the ARC GPUs, but that info banner makes it very annoying.

Have a nice weekend
Reactionman