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A770, Multi-Monitor issue recognizing 3 Monitors

RC3
New Contributor I
10,004 Views

Category

Questions

Answers (N/A if not applicable)

Description

Provide a detailed description of the issue

This is an intermittent issue, where 1 or 2 of my 3 monitors will not show the desktop upon booting windows. All 3 monitors are directly connected to A770 via DP to DP. The monitors are 1x Dell UW and 2x Phillips 4k (4k monitors are scaled at 150%). Only the Phillips monitors that seem to be affected.

The monitors are recognized by the System -> Display, but instead of being in the proper orientation, I just get a small square where I am sometimes successful at having “Extend the Desktop to this Display” engage the monitor and work properly (I mocked up an image for you to see what it looks like vs how it is supposed to be: attached). 


After several reboot attempts, I will get lucky and all 3 monitors will be recognized, but it is not consistent.  Prior to installing the A770, I had an RX570 that handled all three monitors without issue (same cables and setup).

If the machine is running, I can sometimes unplug/replug the DP into the card and it will work - but again, it is inconsistent and most of the time will not work.  

I have reseated the card and reattached the power cables and DP cables. I have also tried other DP cables without luck.

I have rolled back drivers without success and now I am back on 4146 with a clean install and a fresh install of Windows 11, 10.0.22621. BIOS on the motherboard is also updated.   


My system has a new Seasonic Vertex (atx 3.0) 1000W power supply, so power should not be an issue for the system. 


Trying different non-native resolutions does not appear to help the issue.

Despite my SSU_Ouput saying that my machine is running in “Legacy Mode”.  I have double checked my system information and confirmed that the BIOS mode is UEFI (screenshot attached). 

Hardware (HW)

Brand and Model of the system.

Custom, AMD 5800x3d, Asus x470-pro

Make and model of any Displays that are used to see the issue (see note2 below).
LFP = Local Flat Panel (Laptop panel)EFP = External Flat Panel (Monitor you plug in)

DELL U3417W, PHL 288E2, PHL 288E2

Provide any other hardware needed to replicate the issue.
ie: Cables&brand, cable type [vga, hdmi, DP, etc], dock, dongles/adapters, etc


Cables Used (I’ve tried both 6 and 10ft lengths):
https://www.amazon.com/gp/product/B08FBH4H9X/ref=ppx_yo_dt_b_search_asin_title?ie=UTF8&psc=1

Hardware Stepping (see note1 below).

NA

Software (SW)

SW or Apps version used to replicate the issue.

NA

Configurations

Single display, clone, or extended (see note2 below).

NA

Display resolution & refresh rate setting of each display (see note2 below).

3840x2160 (Phillips) 2x
3440x1440 (Dell)

AC or DC mode, i.e. is power cable plugged in or not?

AC

How to repro

Please provide steps to replicate the issue. These steps are very crucial to finding the root cause and fix.
A screenshot to illustrate the issue is a huge plus. A video of the failure is even better! Attach to the post or provide the YouTube link.

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2.

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n.

 

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1 Solution
RC3
New Contributor I
9,134 Views

What has been consistent is the Display Port furthest away from the HDMI connector always will turn on the monitor (either the Dell or Philips).

After over 150 reboots over the past 30 days (I did keep a log of all of the reboots, but rounded the numbers due to the small sample size 😞

15% -  of the time, all 3 monitors would work.

45%  - 2 monitors would not work

30% -  the first and middle DisplayPorts would work

10% -  the first and last DisplayPorts would work

 

Plugging in only two monitors did not seem to really change the underlying stats (often times only 1 monitor was recognized)

Unfortunately, given my reliance on multiple monitors to do my job and the havoc the driver was causing to my audio, I had to return the card. I thought I could limp along until new drivers came about, but I had a couple days where It just would not recognize the monitors. I even went as far as getting a newer motherboard and did a fresh install of windows hoping that might resolve the issue, without any luck. 

 

Best, RC3

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21 Replies
Hugo_Intel
Employee
9,040 Views

Hello RC3


Thank you for posting on the Intel Communities. I am sorry to hear that you are experiencing issues with your multimonitor setup on your Intel® Arc™ A770 Graphics. Please let's try the following:


  • Uninstall the driver using Display Driver Uninstaller. Once uninstalled, please reinstall the latest driver version 30.0.101.4146.
  • Make sure that the latest firmware/driver is installed for the Phillips monitors. Visit the manufacturer's website for download.
  • Test only one of the Phillips monitors and check if the issue can be replicated.


If the issue continues, please share with us the following information:


  • Are you using any type of video adapter or dongles? How do you connect the 3 monitors to the GPU as the GPU should only have 2 DP connectors?
  • Share a short video showing the issue.


Best Regards,


Hugo O.

Intel Customer Support Technician.


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RC3
New Contributor I
9,021 Views

I installed the latest drivers for the Philips monitors (it was just the generic Windows monitor), that had no effect.

No video or adapter or dongles, the A770 LE has 3x DisplayPorts and 1x HDMI. 

Using the DDU in safe mode, rebooting and reinstalling 4146 appears to have resolved the issue (prior to this, I was just reinstalling 4146 as a 'clean' installation, to no effect) . Hopefully it keeps working, but if I have further issues,  I'll go through safe the safe mode/DDU process again before following up.

 

On a side note - Arc control software is now telling me that rebar is not enabled (which 100% it is).  I've seen others post support tickets for notifications of rebar not being enabled, so I'm guessing that its a bug for now that will be resolved in the future. 

 

 - Cheers

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Hugo_Intel
Employee
9,010 Views

Hello RC3


Thank you for letting us know. it is good to know the issue was resolved after reinstalling the driver. We will continue to monitor the thread for a few more days to make sure the issue does not return.


Answering your question about Resizable BAR, if what you see in Intel® Arc™ Control is the message "general-not-supported" this is a known issue that we are currently working on. The issue is just aesthetic and you can verify the status with a third-party software like GPU-Z.


Best Regards,


Hugo O.

Intel Customer Support Technician.


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RC3
New Contributor I
8,993 Views

Upon booting my machine today, only 1 monitor was recognized. I went through the safe-mode DDU process and reinstalled the driver again, this time with no luck. After a series of reboots, the I was finally able to get the displays working through the display control panel and "Extending the Display". However- the "Extending the Display" is an not an effective work around because it does not universally make the the monitor to work. 

 

For ARC control, the message is not "general-not-supported" its "Resizable BAR is supported but not enabled" (see attached)

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RC3
New Contributor I
8,977 Views

I also noticed when doing the driver update, that the installer inserts audio drivers for my Philips monitors that have no audio functionality.. this causes weird effects where the computer cycles through my audio output devices. Even when I disabled the Philips monitors as audio devices, the cycling through audio outputs continued (see attached).

Also attached, you can see the display settings see's my monitor, the monitor is not asleep, and the A770 won't engage the monitor so that it can be used. 

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Hugo_Intel
Employee
8,967 Views

Hello RC3


Thank you for letting us know and for sharing the information with us. In this case in order to continue researching this case, please share the following information with us:


  • Share a short video showing this issue.
  • Test each of the monitors individually and check if the issue can be replicated.
  • In addition, disable the SVM feature/setting in your BIOS if enabled.


In regards to the other issues related to Resizable BAR and audio please open individual threads for each one of the issues to prevent confusion in the troubleshooting as well as for future community members that might be experiencing similar issues related to multiple screens.


Best Regards,


Hugo O.

Intel Customer Support Technician.


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Hugo_Intel
Employee
8,905 Views

Hello RC3


I hope you are doing fine.  


Were you able to check the previous post?

Let us know if you still need assistance. 

  

Best regards,  


Hugo O.  

Intel Customer Support Technician. 


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RC3
New Contributor I
8,885 Views
I’m 100% sure it’s a driver problem. I have installed the 4148 and it doesn’t appear to change anything with regards to this problem. (The monitors work fine with other 2 other older cards)

Basically, the system normally resolves itself after 2+ reboots. I’m just hoping the driver updates keep continuing to improve things over time
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Hugo_Intel
Employee
8,854 Views

Hello RC3


Thank you for your feedback. We would like to gather the information requested in my previous post as well that you complete the recommended troubleshooting for testing purposes so we can further investigate the issue since we know this is important for you. We continue to improve the Intel® Arc™ Graphics products through our constant driver updates and hopefully, issues like this won't happen with future drivers on your system


In addition, in case you want to continue troubleshooting, please also share the log file that you can generate following these instructions:

Report for Intel® Graphics Drivers


Best Regards,


Hugo O.

Intel Customer Support Technician.


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RC3
New Contributor I
8,820 Views
SVM is disabled.
Isolating the monitors does not resolve the issue, nor is it consistent as to if the right or left monitor will come on.

Attached is a video showing the left monitor on, but the right isn’t.. Windows does ‘see’ the right monitor in the control panel, but it cannot extend the desktop to it or use it as a display. (Actually I cannot attach a video on from my phone on this forum, but will once I’m back at my PC)
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Hugo_Intel
Employee
8,760 Views

Hello RC3


Thank you for letting us know. Please share with us the video of the issue once you are able to record it, also please share the report requested in my previous post from Intel® Graphics Command Center.


In addition, there was a recent driver update version 31.0.101.4255, please install it and test it on your system.


Best Regards,


Hugo O.

Intel Customer Support Technician.


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Hugo_Intel
Employee
8,705 Views

Hello RC3

  

I hope you are doing fine. 

  

Were you able to check the previous post? 

Please let us know if the newer driver helped with this issue, also please share with us the requested information.

  

Best regards,  


Hugo O.   

Intel Customer Support Technician. 


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RC3
New Contributor I
8,592 Views

The SSU_Output and the other Intel Graphics support are attached on my initial post.

I did another DDU in safe mode, rebooted and installed 4255, but it has not had a noticeable affect on my system.

About the best I've come up with is have one monitor completely unplugged completely.. and then once it fully boots and I'm logged into the machine, plug the monitor in.. but that 'fix' is still inconsistent. 

I'm going to have to take another video, upon rewatching it, my email address was visible and I'm not keen on posting that publicly. That said, I don't think a video is all that helpful.. its mostly my monitors staying dark.

 

Best, RC3

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Hugo_Intel
Employee
8,536 Views

Hello RC3


Thank you for the information. Please share the video with us once you have the chance to attach it. We will continue checking this issue internally, and I will post back once I have an update for you.


Best Regards,


Hugo O.

Intel Customer Support Technician.


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Hugo_Intel
Employee
8,427 Views

Hello RC3


We continue to investigate this issue and also would like to advise that you try the following steps or confirm if you already tried them:


1.-Test one monitor at a time in each of the DisplayPort ports and check if the issue can be reproduced.

2.-Test different combinations of monitors like one Dell monitor with a Phillips monitor and the two Phillips monitors without the Dell monitor and checks if the issue can be reproduced.


Best Regards,


Hugo O.

Intel Customer Support Technician.


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RC3
New Contributor I
9,135 Views

What has been consistent is the Display Port furthest away from the HDMI connector always will turn on the monitor (either the Dell or Philips).

After over 150 reboots over the past 30 days (I did keep a log of all of the reboots, but rounded the numbers due to the small sample size 😞

15% -  of the time, all 3 monitors would work.

45%  - 2 monitors would not work

30% -  the first and middle DisplayPorts would work

10% -  the first and last DisplayPorts would work

 

Plugging in only two monitors did not seem to really change the underlying stats (often times only 1 monitor was recognized)

Unfortunately, given my reliance on multiple monitors to do my job and the havoc the driver was causing to my audio, I had to return the card. I thought I could limp along until new drivers came about, but I had a couple days where It just would not recognize the monitors. I even went as far as getting a newer motherboard and did a fresh install of windows hoping that might resolve the issue, without any luck. 

 

Best, RC3

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Hugo_Intel
Employee
8,121 Views

Hello RC3


Thank you for letting us. At the same time, we apologize that the GPU was not working as expected and that you continued to experience these constant issues with your multiple display setup. I see that you marked the thread as resolved and since the GPU is no longer available for troubleshooting we will be closing the thread. Feel free to open a new topic if you need further assistance with Intel® Products.


Best Regards,


Hugo O.

Intel Customer Support Technician.


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iJotamax
Beginner
6,339 Views

hi there,

 

I was reading this problem and I am in the same situation, I have 3 monitors, I connect them independently and they work fine, but when I connect the 3 only 2 work, I have an intel arc a770 LE with 16 Gb, with driver version 31.0.101.4514, and a gigabyte z790 UD AC motherboard, and I have not been able to get the 3 monitors to work even by connecting to the UHD of the motherboard, my monitors are a Gateway FPD2485W, a Dell E248WFP and a Samsung HDMI.

I have done what you recommend above using the DDU and then installing the latest drivers but even rebooting 20 times I couldn't get them to work.

The Samsung is connected to HDMI, the Gateway is connected with a DVI to DP adapter as well as the DELL, but they don't work at the same time and as I said before they work independently.

 

Any suggestions?

 

Regards.

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RC3
New Contributor I
6,317 Views
Unfortunately I don’t have any great ideas, and the issue was bad enough that I had to return the card..which is a shame because otherwise it met my needs.

In my case, it seemed like the ARC wasn’t pushing enough power out to have all 3 monitors come out of sleep. 2, yes.. but 3 no. I was also concerned that the issue was hardware related and not anything that a future driver update would resolve.
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CraigAV
Beginner
6,317 Views

  Try resetting IE: removing AC power from your Samsung monitor for 30 seconds. 

  I had a similar experience with my ARC a380 and a Samsung monitor just the other day.  New  .4502 drivers with a Samsung hdmi and Asus DP output from ARC.  Black screen system hang coming out of sleep with Edge open.  Hard reboot restarted system but no signal on monitors if both plugged in.  Same if using the outputs off of mobo. Plug in Samsung hdmi and Asus DP would stop.  BIOS screen was the only thing I could get the samsung to show until I unplugged the monitor to reset it.  Seems ARC drivers have a way of scrambling the HDMI input on Samsung monitors.  Running HDMI on mobo and DP on ARC fixes the hang on waking bug for me. 

  Hope this might help you and Intel.

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