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ARC 750 with latest driver (31.0.101.4091) crash on resume from standby

C-C
Beginner
1,657 Views

After installing the latest driver (31.0.101.4091) my PC cannot resume from standby, it will power up and my screen will show a "fuzzy" (like an untuned analog TV) picture, then it'll reboot.  Checking windows event viewer, I can see an error in the system logs:

The computer has rebooted from a bugcheck. The bugcheck was: 0x00000116 (0xffffc40ab33b5010, 0xfffff806733f6640, 0x0000000000000000, 0x000000000000000d). A dump was saved in: C:\Windows\MEMORY.DMP. Report Id: c52aac9d-3829-4594-b603-9988ea78e502.

 

Doing a google search on the error code 0x00000116 points towards a driver issue.

 

Reverting to previous version of the driver (31.0.101.4032) resolve the standby issue (ie PC can come back from standby mode.)


I have put the latest version of the driver on again, and can confirm that I get the "fuzzy screen" and reboot on resuming from standby.

 

Anyone else experiencing this issue?  any solutions?

 

PS As per subject, got an ARC 750 on an AMD Ryzen 3 3300 with Asus B550M Pro4 mobo, running windows 10 home

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9 Replies
Hugo_Intel
Employee
1,629 Views

Hello C-C


Thank you for posting on the Intel Communities. I am sorry to hear that you are experiencing issues when trying to resume from standby on your system with Intel® Arc™ A750 Graphics.


Please note that there is a known issue on the releases note from the driver's website related to your issue:

"System may hang while waking up from sleep. May need to power cycle the system for recovery."


However, we would like to gather more information to confirm if this might be the same issue as the one you mention or a different one. Please let us know the following:


  • Share a short video showing this issue.
  • What is the type of connection being used (HDMI, DisplayPort)?
  • Have you tried different connections as well as different cables?
  • Does the system reboots on itself or do you have to restart it manually?
  • Create a log file with the Intel® System Support Utility and attach it.


Best Regards,


Hugo O.

Intel Customer Support Technician.


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C-C
Beginner
1,617 Views

Video of issue:
https://youtu.be/QM4e8u_xCfA

Connection being used:

DisplayPort

 

Tried different cables?
No

 

System reboot itself?

Yes, windows does a dump/crash and then reboots (see video)

 

SSU - see attached

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Hugo_Intel
Employee
1,590 Views

Hello C-C


Thank you for the information provided. Based on the log file you shared with us the system seems to be updated. Before we further research this issue we would like to confirm the following with you:


  • Is Resizable BAR enabled on your system?
  • If possible, Could you please try a different DisplayPort cable or an HDMI connection?
  • Could you please try a different monitor?
  • From the video you shared with us, I see this is a Dell monitor, What is the exact model?


Best Regards,


Hugo O.

Intel Customer Support Technician.


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C-C
Beginner
1,559 Views

Hi Hugo,

 

Apologies for the delay, but real life has been busy.

 

Yes, resize bar is enabled.

My monitor is Dell S2721HS

Tried this with HDMI to a Samsung (C24F390FHE) and i get the same thing (see attached.)  EDIT: I disconnected the DP/Dell and only had the HDMI/Samsung plugged into video card.

Windows event viewer reports same critical error.  Microsoft's website shows error is related to video driver (see attached.)

 

Hope this helps you narrow down the issue/fix the driver.

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Hugo_Intel
Employee
1,537 Views

Hello C-C


Thank you for providing all the information. Before we further research this issue, please try the latest driver that just came out and check if the issue persists. driver version is 30.0.101.4123. Install the driver through a clean installation.


Best Regards,


Hugo O.

Intel Customer Support Technician.


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C-C
Beginner
1,532 Views

Did a clean install with latest drivers, rebooted, put PC to sleep and when it comes back, same issue (untuned TV, then pc reboots, windows event manager still shows same "bugcheck" error)

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Hugo_Intel
Employee
1,511 Views

Hello C-C

 

Thank you for the troubleshooting and information that you have shared. We will now continue checking this issue internally, I will post back as soon as I have an update or in case I need more information.

 

Best Regards,

 

Hugo O.

Intel Customer Support Technician.

 

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Hugo_Intel
Employee
1,454 Views

Hello C-C


Thank you for your patience. We have confirmed that the behavior exhibited by your system is the same as outlined in the release note of our drivers. In this case, you may continue to use the driver version 30.0.101.4032 which does not cause this behavior and kindly wait for future driver updates that should resolve the no wake-up problem as we are already working on it.


Best Regards,


Hugo O.

Intel Customer Support Technician.


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Hugo_Intel
Employee
1,431 Views

Hello C-C


I hope you are doing fine. 

  

I have not heard back from you. So I will close this thread. If you need any additional information, submit a new question, as this thread will no longer be monitored. 

  

Best regards, 

 

Hugo O.  

Intel Customer Support Technician. 


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