Arc A770 with Milestone XProtect doesn't show videos

[Hyeongjin]

Hi, Guys

Today I bought Arc A770 GPU, and installed in my PC.

My main software for Arc A770 is Milestone XProtect that is a software for video surveillance.

XProtect supports quick-sync and nvdec.

task manager shows that decoding works well... and i can check frame rates in milestone.

but no video is showing.

There's supposed to be vidoes, not black screen.

If I plug monitor to iGPU port on motherboard, I can see videos.

If I change GPU to nvidia, I can see too.

Only Arc A770 GPU doesn't show.

I have a similar experience with nvidia gpu. it was because of driver.

can you check this?

I know arc gpu has great power in decoding much more than nvidia.

I'd like to use arc if I can.

please fix this.

[Andres_Intel]

Hello Hyeongjin,

Thank you for posting on the Intel®️ communities.  

I am sorry to hear that you are having performance issues with your Intel® Arc™ A770 Graphics (16GB), to have a better understanding please answer the following questions:

• What is the Nvidia graphics card model?
• Download, run, save and attach the report for the following tool: https://www.intel.com/content/www/us/en/download/18377/intel-system-support-utility-for-windows.html

You can find the steps on the link: https://www.intel.com/content/www/us/en/support/articles/000057926/memory-and-storage.html

Regards,  

Andres P. 

Intel Customer Support Technician

[Hyeongjin]

Hi Andres

nvidia GPUs I have tested are T600, T400, T1000, Geforce 3090, P2200, and etc.

all of them worked well.

I posted ssu results.

Best Regards,

Hyeongin

[Hyeongjin]

Hi Andres

the Driver version I have tested were 101.4304 and 101.4032, the latest stable and the latest beta.

with these versions I couldn't see videos.

today I installed 101.3959 driver wishing luck.

and it works.

it's very funny.

if you have a chance, please check what's different between them.

[Hyeongjin]

Dear Andres

I have one more question about ARC Pro.

like radeon pro and quadro, is there edid emulator function with Arc Pro?

Thanks

Hyeongjin

[Andres_Intel]

Hello Hyeongjin,

Thank you for your response.

Happy to hear that your system is working with driver 31.0.101.3959, to provide you with accurate information and check the difference between them I will investigate.

Regards,  

Andres P. 

Intel Customer Support Technician

[NicolaiM]

Milestone System XProtect will have full support for Intel Arc cards later in 2023:

Supported and recommended configuration of graphics cards can be found at the article called: 

Using hardware-acceleration for video decoding in XProtect

https://supportcommunity.milestonesys.com/s/article/using-hardware-acceleration-for-video-decoding-i...

Best Regards
Nicolai

[Andres_Intel]

Hello Hyeongjin, 

Thank you for all the information a comments provided.

We still investigating this issue, please answer the following questions to continue with it:

• Provide repro steps including how to do it without having to acquire only cameras compatible that you find in the document below:

https://www.psn-web.net/ssbu-t/Support/extsoft_Global.pdf

@NicolaiM we appreciate the information provide it has been useful for us.

Regards,  

Andres P. 

Intel Customer Support Technician

[Hyeongjin]

Hi Andres

At first, I couldn't understand why you had mentioned panasonic cameras.

after reading my article, I found out.

panasonic cameras in my screenshots are just examples.

you don't have to get panasonic camera, any ip camera does the same.

the cameras I tested use H.264 codec, I haven't test H.265 codec yet.

if the ip camera you have use H.264 codec, you can see what i saw in milestone xprotect vms.

Thanks

Hyeongjin.

[Andres_Intel]

Hello Hyeongjin,

Thank you for the information provided, it has been really helpful. 

We will continue with the investigation, with the latest details you provided, now we have a better understanding.

Regards,  

Andres P. 

Intel Customer Support Technician