A750 does not output DisplayPort after updating driver

[Will12345]

Hi

I have encountered an issue where my Intel Arc A750 GPU no longer outputs video via DisplayPort after updating to 31.0.101.4644. After the update completed, the DisplayPort output immediately stopped working. 

As HDMI output continues to work, I was able to perform a clean installation of the previous driver version (31.0.101.4577). However, after this clean install the DisplayPort still does not work.

I would much prefer to continue using DisplayPort - can this be fixed?

System details:

GPU: Intel ArcA750

Mobo: Gigabyte B660M Gaming X DDR4

CPU: i512600KF

Windows 11

[Jean_Intel]

Hello Will12345,

Thank you for posting on the Intel️® communities. We would be more than glad to help you.

To better understand your issue, please provide us with the following:

• How many monitors are you using? Is it only one?
• Share with us the make and model of the monitor.
• Are you using any type of adapter when using DisplayPort?
• Does the black screen happen if you try replunging the DisplayPort?
• Is it possible for you to try using another monitor or DisplayPort cable?
• Create a report using the Intel® System Support Utility (Intel®️ SSU). This would help us determine if your system is up to date and review further details about your system.
  • Open the application and click "Scan" to see the system and device information. By default, Intel®️ SSU will take you to the "Summary View."
  • Click on the menu where it says: "Summary" to change it to "Detailed View."
  • To save your scan: click "Next"; then "Save."

Best regards,

Jean O. 

Intel Customer Support Technician

[Will12345]

Hi Jean

Thank you for your help - please refer to responses to your questions below.

• How many monitors are you using? Is it only one? Just one
• Share with us the make and model of the monitor. Asus VG248QE
• Are you using any type of adapter when using DisplayPort? No adapter - normal displayport cable
• Does the black screen happen if you try replunging the DisplayPort? Yes I have tried replugging and using different displayport outputs on the A750 (it has 3x displayport and 1x HDMI). Black screen in all cases.
• Is it possible for you to try using another monitor or DisplayPort cable? Sorry I do not have another monitor with DisplayPort or another DisplayPort cable. I could purchase another cable but the problem certainly occurred immediately after the driver update so I believe it is a software issue.
• Create a report using the Intel® System Support Utility (Intel SSU). This would help us determine if your system is up to date and review further details about your system.
  • Open the application and click "Scan" to see the system and device information. By default, Intel SSU will take you to the "Summary View."
  • Click on the menu where it says: "Summary" to change it to "Detailed View."
  • To save your scan: click "Next"; then "Save." attached below

[Jean_Intel]

Hello Will12345,

Thanks for the information provided.

We understand that you tried a clean driver installation; however, for testing purposes, we recommend you run the Display Driver Uninstaller. Check How to Use the Display Driver Uninstaller (DDU) to Uninstall an Intel® Graphics Driver for instructions. Once you run the tool, you should install the latest driver from Intel driver, 31.0.101.4644. The DDU tool will eliminate all drivers and leftover files from previous driver versions.

If the issue remains, please share with us the following:

• The new driver version contains a VBIOS (firmware) update for the Intel® Arc™ graphics card. When you installed the new driver update, was the installation process interrupt at some point? Please note that in case you don't have a Limited Edition card, we recommend checking with your manufacturer and using the driver and firmware updates provided by them to avoid potential installation incompatibilities.
• To review further details about your system, created a report with the Intel® Graphics Command Center:
  • Open the Intel Graphics Command Center
  • Navigate to the Support tab
  • Select System Diagnostic
  • Click Generate Report
  • Select Save and name the output file.

Best regards,

Jean O. 

Intel Customer Support Technician

[Will12345]

Hi Jean

I completed the DDU tool but unfortunately the problem still remains. I tried using the DisplayPort cable both before and after re-installing the driver with no success.

I have attached the Command Centre report - note the GPU is plugged into the monitor via both HDMI and DisplayPort here.

Strangely the display is detected but no output is possible. The below snips show this further.

Appreciate any further assistance.

[Jean_Intel]

Hello Will12345,

Thanks for the information provided.

For testing purposes, we want to recommend you roll back the driver to a previous driver version to check if the issue remains when using an older driver version. To install the previous driver, perform a clean installation process to eliminate all residue from the previous version, and install the driver version 31.0.101.4577.

Let us know the outcome.

Best regards,

Jean O. 

Intel Customer Support Technician

[Will12345]

As previously noted, I had already tried a clean install.

I have solved the problem - it seems to be specific to the monitor. Performing a power cycle (unplug monitor's power cord) solved the problem.

[Jean_Intel]

Hello Will12345,

We are glad to know that the issue seems to be solved now. Before we close this thread, we would like to know if there is anything else we can help you with.

Best regards,

Jean O.

Intel Customer Support Technician

[Jean_Intel]

Hello Will12345,

We hope you are doing fine.

Since we have not heard back from you, we assumed that you don't need further support from us, so we will close this thread. If you need any additional information, submit a new question, as this thread will no longer be monitored.

Best regards,

Jean O.

Intel Customer Support Technician