Asrock Arc 770 Phantom Gaming card

[Willy57]

Hi,

I have problems with the card updates.
I bought the card last October, installed and updated without problems. In March I performed a new update and the HDMI port does not give any signal (moving the monitor cable to a DP port the monitor reactivates).
I went back to a previous version of the video card driver and the HDMI port started working again.
Two days ago I tried to update the driver again (32.0. 01.6793), with success, but the HDMI port is still not responding. Now I am working with the two monitors of my desktop on two DP ports, does this mean that I have to abandon the HDMI port or is there a solution?

Willy57

[VonM_Intel]

Hi, Willy57.

Thank you for posting in our Community and for sharing the details about your ASRock Arc A770 Phantom Gaming card issue. Based on your observation, it seems newer driver versions like 32.0.101.6793 may be affecting HDMI functionality, while earlier versions restore it, indicating a possible driver regression or compatibility concern. Could you please confirm whether the driver version 32.0.101.6793 was downloaded from Intel's official site or provided by ASRock (OEM)? Also, how did you install the driver, manually through Device Manager, using Intel’s software, or via a third-party tool?

Additionally, I noticed the files you shared are in a different language. Kindly convert them to English so I can assist you more effectively. Lastly, were there any other hardware changes around the time the HDMI issue began?

Have a nice day!

Best regards,

Von M.

Intel Customer Support Technician

[Willy57]

Hi,

I used the Intel site to download the update and followed the instructions for installing with Device Manager.

Best regards

[VonM_Intel]

Hello, Willy57.

Thank you for the update. I appreciate you using the Intel® website and following the instructions to install the driver via Device Manager. That’s a solid approach, and it's good to know the process was completed that way. I suspect that this behavior could be tied to a driver-level regression or a compatibility issue specific to the HDMI output on recent driver builds. I have some additional questions to ask so I can isolate this issue further:

• Have you tried to perform a clean install (using DDU or the Intel installer’s clean install option)?
• Have you tried using the HDMI port alone, with no other monitors connected, to test whether the issue persists in a single-display configuration?
• When connected via HDMI and the system is powered on, does the monitor appear in Display Settings or Device Manager, even as a secondary/inactive display?
• What is the make and model of the monitor connected to the HDMI port?
• Are you using any kind of HDMI adapter, converter, or dongle, or is it a direct HDMI-to-HDMI connection?
• In line with the drivers, have you tried to install the Asrock Arc 770 graphics driver version?

Additionally, I opened your shared file in this thread, and it seems that it is in a different language. Hence, I would like to delve deeper and verify specifics like the OS build, precise driver versions, and any system errors. Utilizing the Intel SSU tool will enable me to collect detailed information about your system setup, which could aid in identifying the underlying cause of this issue. For your privacy and security, I have already sent you an email to collect the SSU reports. Once I receive the logs, I can investigate further and provide better assistance.

Best regards,

Von M.

Intel Customer Support Technician

[Willy57]

Ciao,ecco
le risposte alle tue domande:
- Ho utilizzato un'installazione pulita utilizzando l'opzione
di installazione del programma Intel- Ho provato a utilizzare solo la porta HDMI, senza altri monitor, ma il problema persiste
- Nelle impostazioni del display, se collegato alla porta HDMI, il monitor viene rilevato ma non attivo
- la marca del monitor è Packard Bell Viseo 230Ws
- connessione diretta con cavo
HDMI/HDMI- In allegato è il file richiesto.

Migliori saluti

[VonM_Intel]

Hello, Willy57.

Ti informiamo che posso supportarti solo in inglese. Ho utilizzato uno strumento di traduzione web per tradurre questa risposta, quindi potrebbero esserci alcune traduzioni imprecise.

I’ll need to conduct additional research on this issue and will post an update in this thread once I have more information about this matter.

Best regards,

Von M.

Intel Customer Support Technician

[VonM_Intel]

Hello, Willy57.

Thank you once again for your continued patience as we work to resolve the display issue you've reported. In line with our ongoing investigation, I’d like to ask a few clarifying questions and recommend some additional steps to help us better isolate the root cause:

1. Have you had the opportunity to test your system with a different monitor? If so, did the same issue occur on the alternate display? Checking on this, it could be a firmware of a monitor that needed an update, but wasn't able to find a downloadable driver or firmware.

2. Have you already tried to install the latest Graphics driver, Intel® Graphics Driver 32.0.101.6795? Perform DDU first before installing the latest graphics driver
3. Kindly ensure that the Resizable BAR setting is enabled in your BIOS. This setting can affect performance and compatibility with certain displays.

If the issue continues after completing these steps, we may need to gather some additional diagnostic data to further investigate and check the case for further analysis. Specifically, we’ll require the Intel Graphics Command Center (IGCC) report, which includes EDID to verify how the monitor is being detected by the system. To generate an IGCC report for EDID analysis, please follow the steps below:

1) If IGCC is not yet installed on the Windows system, download and install the "Intel® Graphics Command Center" from the Microsoft Store.
2) Once installed, launch the Intel® Graphics Command Center (IGCC) software.
3) On the left side of the app, click on "Support" and then on top, click "System Diagnostic"
4) To the right, click on "Generate Report," and you will be prompted to save it as a .txt file.
5) Save the report, which can be used for analysis.

Please let us know the results of the steps above or if you need assistance performing any of them. We’re committed to resolving this issue and look forward to your response.

Best regards,

Von M.

Intel Customer Support Technician

[VonM_Intel]

Hello, Willy57.

I would like to follow up with you and ask if you got a chance to look at my previous post.

Thanks in advance for all your inputs on this one.

Best regards,

Von M.

Intel Customer Support Technician

[VonM_Intel]

Hello, Willy57.

I have not heard back from you, so I will close this inquiry now. If you need further assistance, please submit a new question as this thread will no longer be monitored.

Best regards,

Von M.

Intel Customer Support Technician