Arc a770 keeps freezing

[mlegend123]

Experiencing freezing of the display almost every day and the only way that seems to mitigate the issue for a while is to plug out then plug in a power cable. The issue occurs whether or not I'm gaming and I've done multiple clean installation of the latest drivers. I have a XPG Cybercore 1000w power supply and resizable bar is enabled.

[miyagi90]

Hey Legennd,

i had an issue this weekend where my display would freeze right after login but would work fine without the drivers.

My solution was to reset my BIOS and activate rebar again.  You could Try that. 

[mlegend123]

I reset the bios but the issue still occurred. I also tried disabling re-bar but gigabyte re-enabled it when I left the bios.

[miyagi90]

This might be a dumb question but have you saved it?

I have a gigabyte board aswel and there is an option called something like "load defaults" i did that.

Load Defaults>exit with saving>Restart the system>Reactivate bios and everythings fine now.

[mlegend123]

Yes I saved it. I know I saved it cause I adjusted the values of other properties after adjusting the re-bar value and I still see the values I changed them to. Also re-bar is enabled by default.

[miyagi90]

Did that behaviour started "over-night" like one day everythings perfect and the next you have the freezes?

I just looked into your text and found that the event viewer is spaming the dkom 1084 error.

EXACTLY THAT!!! happened on my system too when i got the freezes. which made me think "hey maybe my os is damaged"

but after reinstalling win 10 the same thing happened -.-

Im sorry that i couldn´t help you. 

[mlegend123]

I think the issue started happening in April but I'm not entirely sure. I also reinstalled windows and still experienced the issue. Thanks for attempting to help though.

[Jean_Intel]

Hello mlegend123,

Thank you for posting on the Intel️® communities. We would be more than glad to help you with your issue.

To better assist you, we would like to confirm the following:

• We would like to know if you have overclocked the graphics card before. This would help us discard the possibility that the system instability is caused by an overclock.
• Does the issue persist if you disable the Intel® Arc™ A770 and use your processor's integrated CPU?

We recommend you run the DDU tool to eliminate all the driver files leftovers from the previous driver version. Once you run the tool, you should install our latest driver, 31.0.101.4369. Files from previous installations of drivers can linger on a system which can cause driver updates to not work as expected.

Also, there is a new BIOS update that just came out. The new BIOS available is the F24b. Please, update your BIOS to the latest version and let us know the outcome. If you have any questions about the update process for your BIOS, you should consult GIGABYTE for the proper installation steps.

Best regards,

Jean O. 

Intel Customer Support Technician

[mlegend123]

I have overclocked the card before however the issue occurred even when using the default settings. The freezing issue does not occur when using the igpu but it once resulted in a bsod when the A770 was still being recognized by the OS. I haven't tried disabling the A770 and I have tried using DDU but the issue still persist after using it whether or not I use DDU in safe mode. I haven't experienced the issue since yesterday morning which is the longest I have been able to use the GPU in May. I also updated the driver to 4382 and updated my bios to F24b. I'll use the card over the weekend and state if I experience the issue again.

[Jean_Intel]

Hello mlegend123,

Thanks for all the information you have shared.

We are glad to know that the issue has not occurred for a while now. We would like to give you time to test the card this weekend to confirm if you experience the problem again. Don't hesitate and inform us if you face any inconvenience.

Best regards,

Jean O. 

Intel Customer Support Technician

[mlegend123]

the issue occurred again a couple minutes ago during boot. I had to remove then reinsert one of the power cables.

[Jean_Intel]

Hello mlegend123,

Thanks for the information provided. We are sorry to hear that the issue occurred one more time.

We will proceed to check the issue internally and post back soon with more details.

Best regards,

Jean O. 

Intel Customer Support Technician

[mlegend123]

Not sure if this help but last night I tried to reinstall the latest drivers in safe mode but before I did that I looked in device manager and saw that the A770 was not there however it was showing in DDU. I decided to then remove all drivers then shutdown. When I went back into safe mode I now saw two display adapters with the same name I believe it was 'Microsoft Basic Display Adapter'. I proceeded to reinstall the drivers and left safe mode and I was then able to use the graphics card. I later shutdown the computer then restart and there was no display being output from the graphics card. I then went to the bios, disabled the igpu and set the initial display output to PCIE 1. When it rebooted there was no display. I later used a different display port on the A770 and then it was now working. I checked event viewer, saw that there was a Blue Screen error and the dump file showed that it was caused by ArcControlServ. I took the following pictures after analyzing the dump file.

[Jean_Intel]

Hello mlegend123,

We appreciate your patience.

After reviewing this matter, we would like to ask you to try the following:

• Test a different power supply.
• Use the Intel® Arc™ A770 card on a different system.

Our goal is to identify any potential hardware issues. We recognize that trying the suggested tests may be challenging, so please inform us if you encounter any difficulties.

Best regards,

Jean O.

Intel Customer Support Technician

[mlegend123]

Unfortunately I do not have another power supply or system to test with.

[Jean_Intel]

Hello mlegend123,

Thanks for your response. We understand the situation that you can't try using another system for testing.

We suggest that you proceed with processing the RMA if you are utilizing a graphics card from a manufacturer such as Acer or AsRock. It would be best to get in touch with the said manufacturer to obtain further instructions.

However, if you are using a Limited Edition Card, you should directly contact Intel Customer Support to initiate the RMA process (you cannot do this through the forums). Here are pages where you can look up contact information, including local/country phone numbers, by geography:

U.S. and Canada: Intel Customer Support

Europe, Middle East, and Africa: Intel Customer Support EMEA 

Asia-Pacific: Intel Customer Support APAC 

Latin America: Intel Customer Support LAR  

Best regards, 

Jean O. 

Intel Customer Support Technician

[Jean_Intel]

Hello mlegend123,

We hope you are doing fine.

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

Best regards.

Jean O. 

Intel Customer Support Technician.