Re:Arc A750 LE - System shuts off during gaming (Kernel-Power 41 + IGCL errors)

nikitaksk · ‎09-21-2025

Hi there, I’m having random hard shutdowns while playing graphics-intensive games with my Arc A750 LE.
The PC powers off instantly (no BSOD).

System specs:

GPU: Intel Arc A750 LE 8G (Graphics Driver 32.0.101.7029)
CPU: Ryzen 5 5600
Motherboard: Gigabyte Technology Co., Ltd. B450 AORUS ELITE V2 (fresh, latest bios available)
OS: Microsoft Windows 11 Pro 10.0.26100 N/A Build 26100

What I see in Event Viewer:

Intel Graphic Software:

Log Name: Intel Graphics Software
Source: Intel.GraphicsSoftware.Service
Date: 9/21/2025 4:48:54 PM
Event ID: 49
Task Category: (54957)
Level: Error
Keywords: Classic
User: N/A
Computer: DESKTOP-H82DVHF
Description:
{"category":"Igcl","level":"Error","message":"3rd Party - IGCL ctlGetFirmwareProperties - Exception"}

<Event xmlns="http://schemas.microsoft.com/win/2004/08/events/event">
  <System>
    <Provider Name="Intel.GraphicsSoftware.Service" />
    <EventID Qualifiers="0">49</EventID>
    <Version>0</Version>
    <Level>2</Level>
    <Task>54957</Task>
    <Opcode>0</Opcode>
    <Keywords>0x80000000000000</Keywords>
    <TimeCreated SystemTime="2025-09-21T14:48:54.5303264Z" />
    <EventRecordID>52128</EventRecordID>
    <Correlation />
    <Execution ProcessID="4988" ThreadID="0" />
    <Channel>Intel Graphics Software</Channel>
    <Computer>DESKTOP-H82DVHF</Computer>
    <Security />
  </System>
  <EventData>
    <Data>{"category":"Igcl","level":"Error","message":"3rd Party - IGCL ctlGetFirmwareProperties - Exception"}</Data>
  </EventData>
</Event>

and

Log Name: Intel Graphics Software
Source: Intel.GraphicsSoftware.Service
Date: 9/21/2025 4:48:54 PM
Event ID: 48
Task Category: (54957)
Level: Error
Keywords: Classic
User: N/A
Computer: DESKTOP-H82DVHF
Description:
{"category":"Igcl","level":"Error","message":"ctlGetFirmwareProperties, result=1073741831"}
Event Xml:

<Event xmlns="http://schemas.microsoft.com/win/2004/08/events/event">
  <System>
    <Provider Name="Intel.GraphicsSoftware.Service" />
    <EventID Qualifiers="0">48</EventID>
    <Version>0</Version>
    <Level>2</Level>
    <Task>54957</Task>
    <Opcode>0</Opcode>
    <Keywords>0x80000000000000</Keywords>
    <TimeCreated SystemTime="2025-09-21T14:48:54.5298830Z" />
    <EventRecordID>52127</EventRecordID>
    <Correlation />
    <Execution ProcessID="4988" ThreadID="0" />
    <Channel>Intel Graphics Software</Channel>
    <Computer>DESKTOP-H82DVHF</Computer>
    <Security />
  </System>
  <EventData>
    <Data>{"category":"Igcl","level":"Error","message":"ctlGetFirmwareProperties, result=1073741831"}</Data>
  </EventData>
</Event>

System:

ACPI thermal zone \_TZ.UAD0 has been enumerated.             
_PSV = 290K             
_TC1 = 0             
_TC2 = 0             
_TSP = 1000ms             
_AC0 = 0K             
_AC1 = 0K             
_AC2 = 0K             
_AC3 = 0K             
_AC4 = 0K             
_AC5 = 0K             
_AC6 = 0K             
_AC7 = 0K             
_AC8 = 0K             
_AC9 = 0K             
_CRT = 294K             
_HOT = 293K             
minimum throttle = 0             
_CR3 = 0K

Log Name:      System
Source:        Microsoft-Windows-Kernel-Power
Date:          9/21/2025 4:48:03 PM
Event ID:      125
Task Category: (86)
Level:         Information
Keywords:      (32)
User:          SYSTEM
Computer:      DESKTOP-H82DVHF
Description:
ACPI thermal zone \_TZ.UAD0 has been enumerated.             
_PSV = 290K             
_TC1 = 0             
_TC2 = 0             
_TSP = 1000ms             
_AC0 = 0K             
_AC1 = 0K             
_AC2 = 0K             
_AC3 = 0K             
_AC4 = 0K             
_AC5 = 0K             
_AC6 = 0K             
_AC7 = 0K             
_AC8 = 0K             
_AC9 = 0K             
_CRT = 294K             
_HOT = 293K             
minimum throttle = 0             
_CR3 = 0K
Event Xml:
<Event xmlns="http://schemas.microsoft.com/win/2004/08/events/event">
  <System>
    <Provider Name="Microsoft-Windows-Kernel-Power" Guid="{331c3b3a-2005-44c2-ac5e-77220c37d6b4}" />
    <EventID>125</EventID>
    <Version>4</Version>
    <Level>4</Level>
    <Task>86</Task>
    <Opcode>0</Opcode>
    <Keywords>0x8000000000000020</Keywords>
    <TimeCreated SystemTime="2025-09-21T14:48:03.7922592Z" />
    <EventRecordID>20990</EventRecordID>
    <Correlation />
    <Execution ProcessID="4" ThreadID="8" />
    <Channel>System</Channel>
    <Computer>DESKTOP-H82DVHF</Computer>
    <Security UserID="S-1-5-18" />
  </System>
  <EventData>
    <Data Name="ThermalZoneDeviceInstanceLength">9</Data>
    <Data Name="ThermalZoneDeviceInstance">\_TZ.UAD0</Data>
    <Data Name="_PSV">290</Data>
    <Data Name="_TC1">0</Data>
    <Data Name="_TC2">0</Data>
    <Data Name="_TSP">1000</Data>
    <Data Name="_AC0">0</Data>
    <Data Name="_AC1">0</Data>
    <Data Name="_AC2">0</Data>
    <Data Name="_AC3">0</Data>
    <Data Name="_AC4">0</Data>
    <Data Name="_AC5">0</Data>
    <Data Name="_AC6">0</Data>
    <Data Name="_AC7">0</Data>
    <Data Name="_AC8">0</Data>
    <Data Name="_AC9">0</Data>
    <Data Name="_CRT">294</Data>
    <Data Name="_HOT">293</Data>
    <Data Name="MinimumThrottle">0</Data>
    <Data Name="_CR3">0</Data>
    <Data Name="OverThrottleThreshold">0</Data>
    <Data Name="DescriptionLength">0</Data>
    <Data Name="Description">
    </Data>
    <Data Name="_TZP">10</Data>
  </EventData>
</Event>

and

The system has rebooted without cleanly shutting down first. This error could be caused if the system stopped responding, crashed, or lost power unexpectedly.

Log Name:      System
Source:        Microsoft-Windows-Kernel-Power
Date:          9/21/2025 4:48:03 PM
Event ID:      41
Task Category: (63)
Level:         Critical
Keywords:      (70368744177664),(2)
User:          SYSTEM
Computer:      DESKTOP-H82DVHF
Description:
The system has rebooted without cleanly shutting down first. This error could be caused if the system stopped responding, crashed, or lost power unexpectedly.
Event Xml:
<Event xmlns="http://schemas.microsoft.com/win/2004/08/events/event">
  <System>
    <Provider Name="Microsoft-Windows-Kernel-Power" Guid="{331c3b3a-2005-44c2-ac5e-77220c37d6b4}" />
    <EventID>41</EventID>
    <Version>10</Version>
    <Level>1</Level>
    <Task>63</Task>
    <Opcode>0</Opcode>
    <Keywords>0x8000400000000002</Keywords>
    <TimeCreated SystemTime="2025-09-21T14:48:03.7956287Z" />
    <EventRecordID>20991</EventRecordID>
    <Correlation />
    <Execution ProcessID="4" ThreadID="8" />
    <Channel>System</Channel>
    <Computer>DESKTOP-H82DVHF</Computer>
    <Security UserID="S-1-5-18" />
  </System>
  <EventData>
    <Data Name="BugcheckCode">0</Data>
    <Data Name="BugcheckParameter1">0x0</Data>
    <Data Name="BugcheckParameter2">0x0</Data>
    <Data Name="BugcheckParameter3">0x0</Data>
    <Data Name="BugcheckParameter4">0x0</Data>
    <Data Name="SleepInProgress">0</Data>
    <Data Name="PowerButtonTimestamp">0</Data>
    <Data Name="BootAppStatus">0</Data>
    <Data Name="Checkpoint">0</Data>
    <Data Name="ConnectedStandbyInProgress">false</Data>
    <Data Name="SystemSleepTransitionsToOn">0</Data>
    <Data Name="CsEntryScenarioInstanceId">0</Data>
    <Data Name="BugcheckInfoFromEFI">false</Data>
    <Data Name="CheckpointStatus">0</Data>
    <Data Name="CsEntryScenarioInstanceIdV2">0</Data>
    <Data Name="LongPowerButtonPressDetected">false</Data>
    <Data Name="LidReliability">false</Data>
    <Data Name="InputSuppressionState">0</Data>
    <Data Name="PowerButtonSuppressionState">0</Data>
    <Data Name="LidState">3</Data>
    <Data Name="WHEABootErrorCount">0</Data>
  </EventData>
</Event>

Fully loaded both CPU&GPU using occt for 10 min, everything seems fine, draws out max power 70ishW for CPU and 190W for GPU , temps on GPU maxed out at 84C, CPU temps are around 67C. But in games on some graphically demanding scenes (usually cut-scenes) pc just shuts down. Other scenes and less demanding games and programs work totally fine.

Any solutions or diagnostics to determine what to fix?

Thanks for any advice

RandyT_Intel · ‎09-23-2025

Hi @nikitaksk,

Thank you for posting here in the community. To further assist you and investigate the crashing issue on your system, I need to gather more information to isolate the root cause.

Please provide the SSU log report and share it here so I can review your system's configuration.
Which digital distribution platform did you obtain the game that is experiencing crashing issues? (e.g., Steam, Epic Games Store, GOG, etc.)
When did the issue first occur?
Have you made any software or hardware changes to the system recently?
What troubleshooting steps have you tried so far?
Have you performed a clean installation using DDU (Display Driver Uninstaller) before installing and testing different graphics driver versions?
Which specific games or cutscenes trigger this shutdown?
If possible, can you provide a video or screen recording showing how to recreate the issue so I can observe the behavior?
What is your PSU model, wattage, and age? This is critical since instant shutdowns during GPU-intensive scenes often indicate power delivery issues.
Can you provide crash logs or dump files generated by a specific game? You may follow this guide and scroll to the "Crashing" section for step-by-step instructions. Please note that I can only investigate one game title per case - for other titles, you may submit a separate ticket so our team can assist you as soon as possible.

Based on your description, this appears to be a power delivery or thermal protection issue that's specifically triggered by certain GPU workloads.

I look forward to your response and am committed to resolving your issue promptly.

Best regards,

Randy T.

Intel Customer Support Technician

RandyT_Intel · ‎09-28-2025

Hi @nikitaksk,

Just checking in on my previous message regarding your inquiry. Have you had a chance to review it? If you need more information or have any questions, feel free to reach out. I'm here to help!

Best regards,

Randy T.

Intel Customer Support Technician

RandyT_Intel · ‎10-01-2025

Hi @nikitaksk,

Since I haven't heard from you, I will proceed with closing this case. Please note that it will no longer be monitored. However, you may submit a new ticket if you need further assistance in the future.

Best regards,

Randy T.

Intel Customer Support Technician