Arc A750 still hangs when waking from sleep

[shino89]

Hi

31.0.101.4644 WHQL driver fixed sleep issue, but my Arc A750 still hangs when waking from sleep.
My system logged such a hardware error.
31.0.101.3959 can wake up from sleep normally, 31.0.101.4032 and later have this problem.
I have attached the SSU file.

----Windows log----
発生元
Windows

要約
ハードウェア エラー

日付
‎2023/‎08/‎17 8:39

状態
レポートが送信されました

説明
ハードウェアの問題により、Windows は正しく動作しなくなりました。

問題の署名
問題イベント名: LiveKernelEvent
コード: 141
パラメーター 1: ffffa70410b4e010
パラメーター 2: fffff80489436f00
パラメーター 3: 0
パラメーター 4: 770
OS バージョン: 10_0_22621
Service Pack: 0_0
製品: 256_1
OS バージョン: 10.0.22621.2.0.0.256.48
ロケール ID: 1041

この問題に関するその他の情報
バケット ID: LKD_0x141_Tdr:6_IMAGE_igdkmdnd64.sys_GEN12_DX10_BBHANG

[Jean_Intel]

Hello shino89,

Thank you for posting on the Intel️® communities. We understand that you are experiencing freezing/hang issues when your system wakes up from sleep, even after installing our latest driver, 31.0.101.4644. We would be more than glad to help you.

For testing purposes, try the Display Driver Uninstaller. Check How to Use the Display Driver Uninstaller (DDU) to Uninstall an Intel® Graphics Driver for instructions. Once you run the tool, you should install the latest driver, 31.0.101.464, one more time. The DDU tool will eliminate all drivers and leftover files from previous driver versions, and we can discard that there are driver leftovers causing your issue.

Best regards, 

Jean O. 

Intel Customer Support Technician

[shino89]

Hello Jean,

I run the DDU tool and reinstalled latest driver (31.0.101.4644).However, my system still hung when waking from sleep.

Please check the attached dump file.

[Jean_Intel]

Hello shino89,

With the new information, we will continue to research this matter internally and will post back as soon as we have further details.

Best regards, 

Jean O. 

Intel Customer Support Technician

[Jean_Intel]

Hello shino89,

We are looking into this issue internally; however, before we proceed to check this problem further, we want to confirm the following>

• Share with us a screenshot of the Arc Control system info report.
• Are you using an Intel Branded card for your Arc™ A750 Graphics (Limited Edition), or are you using an Intel® Arc™ A750 from any other manufacturer?
• What are the issue reproduction steps? For example, how are you sending the system to sleep? Your Windows power settings configuration, and how much does he wait from sleep to resume? This information will help us with issue reproduction purposes in case it is necessary.

Best regards, 

Jean O. 

Intel Customer Support Technician

[shino89]

Hello Jean,

Please find below the requested information;
Manufacturer : Kuroutoshikou

Model : AR-A750D6-E8GB/DF

Reproduction steps :

1.Sleep from the Start Menu , Wait 1-5 minutes and resume / Sleep when idle state, Wait 7-8 hours and resume.

2.System hangs when changing from the login screen.

Windows power settings configuration:

Balanced is selected and PCI Express\Link State Power Management is set to maximum power savings.

[Jean_Intel]

Hello shino89,

Thank you for your response. We will now continue to further investigate this matter internally. We will post back as soon as we have further details.

Best regards, 

Jean O. 

Intel Customer Support Technician

[Jean_Intel]

Hello shino89,

Thank you for your patience.

After reviewing this matter, we can confirm that the fix for this issue is included in our firmware version 20.1064.0.0. Based on the system reports you shared, especially the screenshot from Arc Control, your graphics card has not received it yet, as it is reported to have version 20.1060.0. However, you should rest assured that the update should happen sometime later. You may need to check with your graphics card manufacturer about an estimated time for the firmware update.

Best regards, 

Jean O. 

Intel Customer Support Technician

[Jean_Intel]

Hello shino89,

Since we have not received a response from you, we will close the thread now. Note that the fix has been implemented in the firmware version 20.1064.0.0, and you should check with your graphics card manufacturer about an estimated time for the firmware update.

Best regards, 

Jean O. 

Intel Customer Support Technician