(Bug) HDMI TV Info banner keep popping up - Randomly - Intel Arc A380

[NikosD]

Hello.

Using a PC with an Intel Arc A380 connected via HDMI to a Sony TV KD - 65XE9005, I have random pop ups of the info banner displaying HDMI port/resolution/ time etc. at the top of the TV panel.

It's the usual info banner that all TVs have.

This info banner should pop up only when changing TV channels or requesting info, generally speaking only when a reason exists usually controlled by the user.

When I connect different cards from other vendors using the same PC and TV, I don't have such issues.

It seems that it's one of those teething issues of the new Intel Arc cards.

Technically speaking, the issue seems to be related with the HDMI handshaking and a firmware update of the card could solve the problem.

My configuration:

Win 11 23H2 (22631.3737) - Intel Arc A380 - Drivers v5590 - TV Sony KD-65XE9005

Thank you.

[ACarmona_Intel]

Hello NikosD,

Thank you for posting in our communities.

May I know when the issue started and if you made any changes before the issue occurred? This question will help us quickly isolate the issue.

Furthermore, kindly provide the complete model of your system so I can check its specifications, and if possible, please share a screenshot of the error message or pop-up message.

We look forward to your response!

Best regards,

Carmona A.

Intel Customer Support Technician

[NikosD]

Hello Carmona,

The situation described above was and still is the same, the moment I bought the Arc A380 card and connected it via HDMI to my TV, last summer.

Nothing has changed since then, I just frequently update my drivers (and firmware via drivers)

The model of the Sony TV is exactly KD-65XE9005, as I wrote above.

The model of my Arc A380 card is ASRock Arc A380 Challenger ITX 6GB OC.

I tried to capture the info banner in a video/screenshot but it was impossible, as it is a TV banner on a different layer than the desktop (it has nothing to do with OS (Windows).

It's a classic info banner showing up e.g. when changing channels in normal TV mode or pressing the (i)nfo button of the TV remote control.

BR,

Nikos

[ACarmona_Intel]

Hello NikosD,

Thank you so much for the response.

Is it possible that you can take a photo of the error or issue using your phone and then share it here in the thread so we can better figure out the issue?

We will wait for your response.

Best regards,

Carmona A.

Intel Customer Support Technician

[NikosD]

Hello.

Here is a photo of the issue, as an attachment, take a look at the top of the monitor.

Also, I have to say that using any iGPU from Intel, even very old like from Sandybridge era, I never had such issues connecting the PC with the TV monitor.

Thank you,

Nikos

[ACarmona_Intel]

Hello NikosD,

Thank you so much for providing us with a photo of the error message.

For our next step, I will be raising the case with our engineers for further investigation.

And I will get back to you as soon as I have our engineers response.

Thank you so much for your patience.

Best regards,

Carmona A.

Intel Customer Support Technician

[ACarmona_Intel]

Hello NikosD,

Thank you so much for patiently waiting on our response.

To assist us in resolving the issue more efficiently, kindly provide the following information:.

1. Does the issue occur across all HDMI ports on your monitor?

2. Are you utilizing a direct HDMI-to-HDMI connection for your setup?

3. Is it possible for you to test the system with a different monitor to determine if the issue is specific to the Sony monitor?

Additionally, we suggest you try disabling the banner on your TV and check if there are any changes. Here are the links on how to do it:

• How do I turn off or disable the info banner on my TV? https://www.sony.co.uk/electronics/support/articles/00011069
• Sony Community link: https://community.sony.co.uk/t5/android-tv/info-banner-keeps-popping/td-p/2329686

If you have any questions, please let me know.

We look forward to your response!

Best regards,

Carmona A.

Intel Customer Support Technician

[NikosD]

Hello Carmona,

My replies:

1. Yes, I have tried more than one HDMI port and it has the same behavior

2. Yes, always

3. No, unfortunately I don't have any other TVs...My main monitor doesn't have this issue.

I don't want - generally speaking - to disable the info banner, it's useful but not when it's popping up randomly.

I'll try to disable it just for testing reasons.

BR,

Nikos

[ACarmona_Intel]

Hello NikosD,

Thank you so much for the update.

We will do further investigation in regards to your issue so we can know what our next step could be.

Again, thank you so much for your patience.

Best regards,

Carmona A.

Intel Customer Support Technician

[ACarmona_Intel]

Hello NikosD,

Thank you so much for patiently waiting on our response.

Since the issue does not occur with your monitor using HDMI, it is unlikely to be a defective HDMI output, so this seems to be a compatibility issue with the HDMI output and specifically the KD-65XE9005.

In light of that, we wanted to let you know that we are unable to ensure compatibility with every device on the market; therefore, it may take some time for our driver team to get around your issue. However, rest assured that I have already raised your concern with them.

To continue with the investigation and to provide you with possible other alternatives, is it possible that you can test with a DP-to-HDMI?

We will be waiting for your response, and if you have any questions, please let me know.

Best regards,

Carmona A.

Intel Customer Support Technician

[NikosD]

Hello Carmona,

I tried a DP-to-HDMI adapter and the results were more or less the same.

I tried also more HDMI ports of my TV with HDMI-to-HDMI direct connections and I have the same results.

But after so many tests, I managed to isolate the issue a little more.

It seems that video players like local players (e.g MPC-HC), YouTube, WebTV etc trigger the issue a lot more often than completely random pop-ups of info banner.

Especially in the beginning when the media player starts or at the end when the media player closes, I have random pop-ups.

The unfortunate thing is that using exactly the same TV, the exact same HDMI port and HDMI cable with an Intel iGPU e.g my Core i3 6100T and the built-in HDMI port of the motherboard, I never have such issues.

So, besides nVidia and AMD discrete cards, even Intel and the motherboard manufacturers of Intel boards have managed to solve the issue using HDMI connection of my TV.

BR,

Nikos

[ACarmona_Intel]

Hello NikosD,

Thank you so much for the response.

I will raise the case with our engineers to get their feedback on the issue. And I will get back to you as soon as I have their response.

Thank you for all the extra information; it was all noted.

Best regards,

Carmona A.

Intel Customer Support Technician

[ACarmona_Intel]

Hello NikosD, 

We appreciate your patience while you waited for our response.

We wanted to inform you that this seems to be a compatibility issue with the Sony KD-65XE9005 having to re-do the EDID handshake. 

In regards to that, we will keep this thread open to see if other users are affected and could contribute.

In the meantime, we do recommend testing with another TV make or model.

And if you have any questions, please let me know.

Thank you so much for your understanding.

Best regards,

Carmona A.

Intel Customer Support Technician

[NikosD]

Hello Carmona and thank you for your reply.

But what you say in other words is that because I'm the only one complaining for this issue regarding a very specific TV model, Intel because of reasons will wait in order for more owners of the specific model to complain regarding incompatibility issues with your HDMI connection.

Usually this works in the exact opposite way.

You fix something for that specific issues, in order for more people now or in the future to find the issue solved without frustration and messing around with support communities.

Also, a possible fix for a specific TV model could also solve issues with similar models from the same or other TV brand using the same HDMI hardware.

I think you could see the issue in this way, too.

BR,

Nikos