A770 Black Screen with driver 31.0.101.4887

[JeranTek]

When I install 31.0.101.4887 it displays a black screen with a mouse.

Windows obviously works. I can use keyboard short-cuts to do things, including running CMD or PowerShell which lets me reboot the machine.

It boots back into Windows but still with a black screen.

I have installed it twice with the same result.

The only fix is to restore to a previous restore point.

SSU Report attached.

[Jean_Intel]

Hello JeranTek,

Thank you for posting in the Intel Communities. We would be more than glad to help you with the black screen issue presented after updating the graphics driver. Based on the information you provided, we want to check the following information:

• Do you experience any black screen problems in the BIOS menu?
• Share with us the exact Intel Arc A770 model. We would like to know if this Limited Edition Card, or if it is from another manufacturer.
• Which video port are you using HDMI or DisplayPort? Is it irrelevant to the Video output you use, i.e. it can be reproduced in both video outputs?
• After reviewing the system report, we noticed that you are using a Windows Insider Build. Is it possible to revert to a non-insider version for your Operating System? This will help us discard that the problem is being caused by an update included in the Insider Build.

Best regards

Jean O.

Intel Customer Support Technician

[JeranTek]

Hi Jean,
Thanks for looking into this.

The BIOS is fine. It shows me the spinning indicator that Windows is loading, then the screen goes black.

I have Windows set to auto-login so I can interact with Windows at that point.

I'm using the Limited Edition A770. Plugged into the Display Port.

I don't have an HDMI monitor that I can easily test the black output on. I will see what I can do to test that.

No. I can't easily revert the system from an insider build as that requires a full system reinstall.

[Deathhawk23]

I'm having a similar issue. Arc LE A770, black screen noted when launching Unreal Engine games. Must close out with task manager. Reverted to 4862, so far no issue. Using the display port, ran windows file check, no change, verified game file integrity, no change. New driver 4887 seems to be the cause.

[JeranTek]

Hi Deathhawk,

Your issue is slightly different from mine in that you can use Windows. If it only occurs when running Unreal Engine games I would recommend opening your own request.

Cheers,

JT

[Jean_Intel]

Hello JeranTek,

Thank you for providing the information. We understand that you are unable to use an HDMI port as you don't have a monitor with that video output, and you are unable to easily revert the Operating System.

As the issue is not present in the BIOS, it seems that it is related to the Operating System. We recommend that you install driver version 31.0.101.4887 after running the Display Driver Uninstaller. This will help eliminate any previous driver residues, as corrupted files from previous drivers can linger on a system, causing driver updates to not work as expected. You can refer to the instructions on "How to Use the Display Driver Uninstaller (DDU) to Uninstall an Intel® Graphics Driver" for guidance.

Best regards

Jean O.

Intel Customer Support Technician

[JeranTek]

Hi Jean,
Thank you for your help.

I have since had a new version of Windows drop.

The driver now works again so it appears you were correct in your assessment that it was related to the Insider build that I'm running.

For reference Version 10.0.25967 did not work while Version 10.0.25977 works fine.

Cheers,

James

[Jean_Intel]

Hello JeranTek,

We are glad to hear that the issue is now solved after installing the new version 10.0.25977. However, it is worth noting that graphics drivers have not been validated to work in Windows* Insider* Preview builds. To avoid system instability and error messages, it is recommended to revert to a validated version of Windows*.

Best regards

Jean O.

Intel Customer Support Technician

[Jean_Intel]

Hello JeranTek,

Since we have not received a response from you, we will proceed to close this thread. We are glad to know that the issue is solved after installing the new OS version 10.0.25977. Hopefully, this information will be useful for other community members experiencing the same issue.

Best regards

Jean O.

Intel Customer Support Technician