topic Re: Re:The B580 experiences refresh rate issues upon each startup when multiple monitors are connect in Graphics

The B580 experiences refresh rate issues upon each startup when multiple monitors are connected

Arara — Sun, 23 Feb 2025 16:53:12 GMT

I am using the MAXSUN Intel Arc B580 iCraft 12G with Windows 11 23H2, connected to three 1080P monitors with a maximum refresh rate of 75Hz (using DP to HDMI cables). Every time I start up, 1-2 monitors are limited to a maximum refresh rate of 60Hz. I have to turn the monitors off and on again to restore the 75Hz refresh rate. Previously, on Windows 10 22H2, the refresh rate was recognized as 75.02Hz, but after use, the resolution would become incorrect.

Re: The B580 experiences refresh rate issues upon each startup when multiple monitors are connected

Arara — Mon, 24 Feb 2025 11:44:28 GMT

Additionally, without changing the DP-to-HDMI cable, upon frequent system startups, the disabled monitor audio (my monitor has no speakers) keeps getting reassigned new identifiers and reverts to an enabled state, requiring repeated disabling. These issues never occurred when I previously used an RTX 2060 graphics card.

Re:The B580 experiences refresh rate issues upon each startup when multiple monitors are connected

Earl_Intel — Tue, 25 Feb 2025 04:56:04 GMT

Hi Arara,

Thank you for posting in the communities!

I understand that you're having issues with your system using Arc B580, for us to further assist you on this, please supply the information requested here so that we may better assist you and identify the best course of action:

May I know what GPU driver version you're currently using?
Have you tried updating to version: 32.0.101.6559 (WHQL Certified).
What is the make and model of the monitor that you're using?
Since you're previously using RTX2060, have you performed clean installation before installing Arc B580 to eliminate driver incompatibility?

Kindly run this on your system so that I can also gauge the following peripherals and the driver versions that you have: Intel® System Support Utility for Windows*

Once finished downloading, open the tool, click on scan (leave the default items checked), click next, then save the system information to a .txt file. Please provide us the .txt file.

Best regards,

Earl E.

Intel Customer Support Technician

Re: Re:The B580 experiences refresh rate issues upon each startup when multiple monitors are connect

Arara — Tue, 25 Feb 2025 11:53:52 GMT

The GPU driver I am using is the latest version, 32.0.101.6559 (WHQL Certified).
My monitor is from Skyworth's Coocaa brand, model M238R02.
I performed clean installations of both Windows 10 22H2 and Windows 11 24H2.
I have tried three different DP-to-HDMI cables, as well as two DP-to-HDMI cables plus one HDMI cable, but the same issue persists. Additionally, connecting the GPU's HDMI port directly to the monitor's HDMI port also randomly results in the same problem.

——————————————————————————————————
Adapter Compatibility Intel Corporation
Adapter DAC Type Internal
Adapter RAM 2.00 GB
Availability Running or Full Power
Bits Per Pixel 32
Caption Intel(R) Arc(TM) B580 Graphics intel.com/content/www/us/en/search.html?keyword=Arc+B580+Graphics
CoInstallers oem5.inf,BMG_IAG_E20B,Internal,Intel(R) Arc(TM) B580 Graphics Family
Color Table Entries 4294967296
Dedicated Video Memory Not Available
Driver igdkmdnd64.sys
Driver Date 02/04/2025 08:00 上午
Driver Path C:\Windows\system32\DriverStore\FileRepository\iigd_dch_d.inf_amd64_4710909d97091293\igdkmdnd64.sys
Driver Provider Intel Corporation
Driver Version 32.0.101.6559
INF oem5.inf
INF Section BMG_IAG_E20B
Install Date Not Available
Installed Drivers C:\Windows\System32\DriverStore\FileRepository\iigd_dch_d.inf_amd64_4710909d97091293\igd9trinity64.dll,C:\Windows\System32\DriverStore\FileRepository\iigd_dch_d.inf_amd64_4710909d97091293\igd10iumd64.dll,C:\Windows\System32\DriverStore\FileRepository\iigd_dch_d.inf_amd64_4710909d97091293\igd10iumd64.dll,C:\Windows\System32\DriverStore\FileRepository\iigd_dch_d.inf_amd64_4710909d97091293\igd12umd64.dll
Last Error Code Not Available
Last Error Code Description Not Available
Last Reset Not Available
Location PCI bus 13, device 0, function 0
Manufacturer Intel Corporation
Microsoft DirectX* Version DirectX 12
Monochrome No
Number of Colors 4294967296
Number of Video Pages Not Available
PNP Device ID PCI\VEN_8086&DEV_E20B&SUBSYS_80686688&REV_00\6&117A1E4E&0&00080019
Power Management Capabilities Not Available
Power Management Supported Not Available
Refresh Rate - Current 75 Hz
Refresh Rate - Maximum 75 Hz
Refresh Rate - Minimum 50 Hz
Resolution 1920 X 1080
Scan Mode Noninterlaced
Service Name igfxndb
Status OK
Video Architecture VGA
Video Memory Unknown
Video Processor Intel(R) Arc(TM) B580 Graphics Family

Re: Re:The B580 experiences refresh rate issues upon each startup when multiple monitors are connect

Arara — Tue, 25 Feb 2025 12:13:55 GMT

The GPU driver I am using is the latest version, 32.0.101.6559 (WHQL Certified).
My monitor is from Skyworth's Coocaa brand, model M238R02.
I performed clean installations of both Windows 10 22H2 and Windows 11 24H2.
I have tried three different DP-to-HDMI cables, as well as two DP-to-HDMI cables plus one HDMI cable, but the same issue persists. Additionally, connecting the GPU's HDMI port directly to the monitor's HDMI port also randomly results in the same problem.

Re: The B580 experiences refresh rate issues upon each startup when multiple monitors are connected

Arara — Wed, 26 Feb 2025 00:21:54 GMT

Sorry, I was mistaken earlier. It's actually Windows 10 22H2 and Windows 11 23H2, and I'm currently using Windows 11 23H2.

Re:The B580 experiences refresh rate issues upon each startup when multiple monitors are connected

Earl_Intel — Wed, 26 Feb 2025 02:56:04 GMT

Hello Arara,

Thank you for sharing this information with us.

Noted on this, I'll try to check into this internally and provide you an insight on this thread as soon as possible.

Best regards,

Earl E.

Intel Customer Support Technician

Re: The B580 experiences refresh rate issues upon each startup when multiple monitors are connected

DeancR_Intel — Fri, 28 Feb 2025 06:12:51 GMT

Hello Arara,

Thank you for reaching out. To better assist you with your DisplayPort to HDMI connection, could you please confirm the protocols used by your DP-to-HDMI cable? This information will help us determine the best solution for your setup.

Best regards,

Dean R.

Intel Customer Support Technician

Re: The B580 experiences refresh rate issues upon each startup when multiple monitors are connected

Arara — Fri, 28 Feb 2025 11:35:47 GMT

It seems to support 4K/60Hz, 2K/60Hz, and 1080P/120Hz. If the 75Hz mode is not recognized upon startup, turning the monitor off and then on again usually allows it to be detected.

Re: The B580 experiences refresh rate issues upon each startup when multiple monitors are connected

DeancR_Intel — Mon, 03 Mar 2025 08:04:35 GMT

Hello Arara,

Thank you so much for providing all the detailed information. I truly appreciate your effort in helping us understand the issue better. I will look into this internally and get back to you as soon as I have the necessary information.

Best regards,

Dean R.

Intel Customer Support Technician

Re:The B580 experiences refresh rate issues upon each startup when multiple monitors are connected

Earl_Intel — Wed, 05 Mar 2025 22:15:26 GMT

Hi Arara,

Thank you for patiently waiting.

I'm still currently investigating the issue; can you clarify a few things for me:

Does the issue occur only when using the HDMI port of the Arc graphics card?
Try using just one monitor and see if there are any changes or improvements. Does the issue still persist?
When did the issue first start occurring?
Have you tried using different monitors?
Are all the monitors Skyworth's Coocaa M238R02 models?
Is M238R02 the exact model of the monitor? I couldn't find any resources or manuals for this specific model. If possible, could you share a link of the manual or any available resources so we can review the specifications?

Best regards,

Earl E.

Intel Customer Support Technician

Re: Re:The B580 experiences refresh rate issues upon each startup when multiple monitors are connect

Arara — Thu, 06 Mar 2025 10:54:30 GMT

Does the issue occur only when using the HDMI port of the Arc graphics card?

Previously, I used an RTX 2060 to connect these three monitors with DP, HDMI, and DVI cables respectively, and I didn't encounter any issues for several years.

Try using just one monitor and see if there are any changes or improvements. Does the issue still persist?

I just tested connecting only one DP cable to a monitor, and after turning the device on and off three times, it correctly recognized the 75Hz refresh rate each time without any issues.

When did the issue first start occurring?

From the very first time I powered on after installing the B580 graphics card I purchased.

Have you tried using different monitors?

I don't have any other monitors.

Are all the monitors Skyworth's Coocaa M238R02 models?

Yes.

Is M238R02 the exact model of the monitor? I couldn't find any resources or manuals for this specific model. If possible, could you share a link of the manual or any available resources so we can review the specifications?

I bought this a few years ago, and it seems to be out of stock now, but the product page is still available. Since I purchased them, I have been using them with an RTX 2060 and have never encountered these issues before.

https://item.jd.com/100034819849.html

Re:The B580 experiences refresh rate issues upon each startup when multiple monitors are connected

Earl_Intel — Sun, 09 Mar 2025 21:56:34 GMT

Hello Arara,

Thank you for providing this additional information.

I'll further investigate on this internally and will send you an update on this thread as soon as I can.

Best regards,

Earl E.

Intel Customer Support Technician

Re:The B580 experiences refresh rate issues upon each startup when multiple monitors are connected

DeancR_Intel — Mon, 17 Mar 2025 06:35:27 GMT

Hello Arara,

I appreciate your patience and cooperation to help me investigate the issue.

To help us further investigate the refresh rate issue you're experiencing with your monitor, we need some additional information. Your cooperation in providing these details will be invaluable in helping us identify the root cause and find a solution.

Intel Graphics Command Center (IGCC) Report:

Could you please generate an IGCC report for us? We need you to generate it twice: once with just one monitor connected and once with all three monitors connected.
To generate the IGCC report for EDID analysis, please follow these steps:

If IGCC is not yet installed on your Windows system, download and install the "Intel® Graphics Command Center" from the Microsoft Store.
Once installed, launch the Intel® Graphics Command Center (IGCC) software.
On the left side of the app, click on "Support" and then on top click "System Diagnostic."
To the right, click on "Generate Report" and you will be prompted to save it as a txt file.
Save the report, which can be used for analysis.
Once generated, please send the report back to us.

Monitor Specifications:
- If possible, could you provide more details or specifications about your monitor? I was unable to locate any usable information, and the link you provided (https://item.jd.com/100034819849.html) does not offer much detail.

Your assistance in providing this information is greatly appreciated and will help us work towards resolving the issue.

Best regards,

Dean R.

Intel Customer Support Technician

Re: Re:The B580 experiences refresh rate issues upon each startup when multiple monitors are connect

Arara — Mon, 17 Mar 2025 10:48:02 GMT

While keeping all three monitors connected to the graphics card, I first powered off two monitors. This is the IGCC data from the first test: 1.txt

Subsequently, with all three monitors powered on, both Monitor 1 and Monitor 3 failed to detect the 75Hz mode, while only Monitor 2 successfully recognized it. This is the IGCC data from the second test: 2.txt

Re: The B580 experiences refresh rate issues upon each startup when multiple monitors are connected

Arara — Mon, 17 Mar 2025 12:26:54 GMT

The display shows the same in AIDA64 whether monitors 1 and 2 are 75Hz while monitor 3 is 60Hz, versus when all monitors 1, 2, and 3 are set to 75Hz.

Re: The B580 experiences refresh rate issues upon each startup when multiple monitors are connected

DeancR_Intel — Wed, 19 Mar 2025 06:50:55 GMT

Hello Arara,

I appreciate your effort for providing this, I will look further into this internally and get back to you once I have the necessary information.

Best regards,

Dean R.

Intel Customer Support Technician

Re: The B580 experiences refresh rate issues upon each startup when multiple monitors are connected

DeancR_Intel — Wed, 26 Mar 2025 06:35:23 GMT

Hello Arara,

If you still have the RTX 2060, I kindly ask if you could provide us with IGCC reports for both a single monitor setup and a three-monitor setup. These reports will be invaluable in helping us analyze the situation more thoroughly.

To generate the IGCC report for EDID analysis, please follow these steps:

Install IGCC: If the Intel® Graphics Command Center (IGCC) is not yet installed on your Windows system, please download and install it from the Microsoft Store.
Launch IGCC: Once installed, open the Intel® Graphics Command Center software.
Navigate to Support: On the left side of the app, click on "Support," and then at the top, click "System Diagnostic."
Generate Report: To the right, click on "Generate Report," and you will be prompted to save it as a txt file.
Save the Report: Save the report, which can be used for analysis.

Please generate two separate reports: one with just one monitor connected and another with all three monitors connected. This will help us dig deeper into the issue and provide you with the best possible support.

I appreciate your cooperation and patience as we work to resolve this. If you have any questions or need assistance with the process, please don't hesitate to reach out.

Best regards,

Dean R.

Intel Customer Support Technician

Re: The B580 experiences refresh rate issues upon each startup when multiple monitors are connected

Arara — Wed, 26 Mar 2025 07:05:46 GMT

Unfortunately, my RTX 2060 graphics card was given to a relative about a week after I purchased the B580 GPU. If the only requirement is to obtain an IGCC report, there"s an old Sapphire R9 270X at my workplace that supports dual DVI + HDMI + DisplayPort outputs. If I use it to successfully connect to monitors, will the IGCC report generated from this configuration be valid for use?

Re:The B580 experiences refresh rate issues upon each startup when multiple monitors are connected

Earl_Intel — Fri, 28 Mar 2025 05:14:39 GMT

Hi Arara,

Thank you for checking of an alternative way, but no worries, I'll further check on this and provide you an insight on this thread as soon as possible.

Best regards,

Earl E.

Intel Customer Support Technician