Arc 380 graphics flcikering on new computer

[Deb719]

Hello - I just got a new HP computer with Intel Arc A380 graphics.  I am a 77-year-old woman - moderately tech savvy.  A young tech person set everything up for me and told me that the flickering of this graphics card is a known issue.  I'm just wondering if anyone knows what Intel is doing to fix it and when it might be fixed with a patch or an update.  It is already driving me crazy and I've only had the computer for a day.  I looked at Intel website to ask this question but since it came with computer - I'm apparently not entitled to support from them directly.  Thanks for any information anyone can give me.

[RandyT_Intel]

Hi Deb719,

Thank you for posting in our community. I’m sorry to hear about the flickering issue with your new HP computer.

I have a few questions to help diagnose the issue further:

1. Any software or hardware changes made on the system prior to the issue?
2. Have you tried connecting an external monitor to see if the issue is only with the main display?
3. Does the flickering occur with specific applications or all the time?
4. What troubleshooting steps have you tried so far?

Please note that this is an OEM device, so we will try to assist you with general troubleshooting steps. However, if the issue persists, you will have to contact the Original Equipment Manufacturer of your device. Your device manufacturer may have altered features, incorporated customizations, or made other changes to some components for better compatibility with your system.

You may also visit our article for more guide on how to address this issue: How to Fix a Flickering Screen with Intel® Graphics

Looking forward to your response.

Best,

Randy T

Intel Customer Support Technician

[Deb719]

Thank you so much for responding to me. This is a brand new computer and was set up by a computer technician from a local firm. He is actually coming today to see if he can fix it or else he’s going to swap out the graphics card and put in a different one.

He says that this is a good graphicscard, but that it’s relatively new in the market and has known problems which are waiting for a patch. The main one being this flickering.

I am 77 years old and unfortunately not computer savvy enough to do any of the troubleshooting that would probably need to be done. Luckily I have this young man who knows what he’s doing.

He came today and was not able to solve the problem - the screen was moving to the left and then back every couple of minutes.  He swapped out the graphcs card for an Nvidia card that he had at his shop.  Sorry to Intel but I did not want to have a strobe reaction to its graphics card

Thank you again for getting back to me,

Deborah Voluck

[RandyT_Intel]

Hi Deb719,

I'm sorry to hear that you're experiencing issues with your newly acquired system. While our card is new and we're continuously working on improving its functions and features for a better user experience, I trust the diagnosis of your technician. I just have a few questions: Is the system working fine now? What happened after the swap testing?

Best,

Randy T

Intel Customer Support Technician

[Deb719]

Hello -

The tech swapped out the Intel card for a GeoForce 1030 that he had at his shop.  My computer is now working fine with no graphics problems in the display or any applications.

I gave him the Intel card in return.  He says he will keep it until Intel develops a patch for the problem.

As I said in my prior response, the entire screen was moving - actually to the right - not the left - so much so that the time and date would end up ON the left bottom instead of the right - and then move back.  This happened every couple of minutes - and if I was doing something - it would create a shift in that as well.  It was intolerable and would have been impossible to manage.

I have always bought Intel computers and know that your products are excellentbut I do not think I would try another graphics card.

Best regards,

Deborah Voluck

[RandyT_Intel]

Hi Deb719,

Thank you for sharing and I understand your feedback with us. I wanted to clarify a few points regarding the troubleshooting process. While I can provide basic troubleshooting to help identify the root cause, I understand that a local technician has been involved. We always trust the diagnosis of technicians who have assessed the system in person.

I am eager to assist you further by applying the latest driver from the HP website. However, I understand that you prefer to continue working with your local technician for faster resolution. The most important thing is that your system is functioning well now, and I’m glad to hear that.

Best,

Randy T

Intel Customer Support Technician