Cannot open/close Arc control

[alee001]

I want to open Arc Control to display the CPU and RAM usage on the workstation under high usage, but there is no response no matter whether the program is started or terminated (as shown in the picture), what is the reason?
P.S. Currently using an AMD graphics card

[IsaacQ_Intel]

Hello @alee001

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

In order to have a better understanding of your issue, please provide me with the following:

1.      What steps were taken to troubleshoot this issue?

2.      Have you performed a clean Driver and app install?

3.      Does the issue happen while performing a specific task?

4.      Which graphics card model are you using?

Also, please attach the following:

·        Intel System Support Utility (Intel SSU) report.

o   Download Intel® System Support Utility

o   Open the application and click "Scan" to see the system and device information. By default, Intel SSU will take you to the "Summary View."

o   Click on the menu where it says: "Summary" to change it to "Detailed View."

o   To save your scan: click "Next"; then "Save."

·        Intel® Graphics Command Center report:

o   Open the Intel Graphics Command Center

o   Navigate to the Support tab

o   Select System Diagnostic

o   Click Generate Report

o   Select Save and name the output file.

Best regards,

Isaac Q. 

Intel Customer Support Technician

[alee001]

Tried to reinstall Intel Arc Graphics but can not be opened, attached report.

[IsaacQ_Intel]

Hello @alee001

Thanks for your reply. We're sorry to hear that, but trying to fix this issue requires the information requested above. Also, the attached file is corrupted and cannot be read. Make sure the attachment shows your computer information and is really readable.

Please provide me with the following:

1. What steps were taken to troubleshoot this issue?

2.      Have you performed a clean Driver and app install?

3.      Does the issue happen while performing a specific task?

4.      Which graphics card model are you using?

Also, please attach the following:

·        Intel System Support Utility (Intel SSU) report.

o   Download Intel® System Support Utility

o   Open the application and click "Scan" to see the system and device information. By default, Intel SSU will take you to the "Summary View."

o   Click on the menu where it says: "Summary" to change it to "Detailed View."

o   To save your scan: click "Next"; then "Save."

·        Intel® Graphics Command Center report:

o   Open the Intel Graphics Command Center

o   Navigate to the Support tab

o   Select System Diagnostic

o   Click Generate Report

o   Select Save and name the output file.

Best regards,

Isaac Q. 

Intel Customer Support Technician

[alee001]

The previous version was normal on June 26, 2023, but it cannot be used after the updated version 2023/7/23.

The attachment is the html report from Save as Report in Intel Driver & Support Assistant, and it is uploaded with rar because of the format limitation. I have tried to open it normally.

1. What steps were taken to troubleshoot this issue??                      Ans.  Reinstall Intel Arc Graphics

2. Have you performed a clean Driver and app install?                      Ans. No, app only.

3. Does the issue happen while performing a specific task?             Ans. Restarting the computer doesn't turn it on either.

4. Which graphics card model are you using?                                       Ans. AMD Radeon Pro W5500

The Intel System Support Utility (Intel SSU) report has been installed and scanned, but the report cannot be uploaded and submitted after being saved (website error).

The diagnostic report of the Intel Graphics Command Center has been opened, but it cannot be saved and output (the program crashes).

[IsaacQ_Intel]

Hello @alee001

Thank you for your reply.

Based on our data, it appears that your GPU is not compatible with Arc control. To ensure the optimal experience, we recommend reaching out to your GPU manufacturer directly. They can provide you with the appropriate control panel for your graphics setup, which will enhance your overall performance.

Feel free to check the minimum requirements to run this app:

Minimum System Requirements for Intel® Arc Control

·        11th Generation Intel® Core processor or newer or an Intel® Arc™ Dedicated Graphics card

o   See How to Identify your Intel® Processor and How to Find the Generation of Intel® Core™ Processors

·        Windows® 10 version 2004 or higher

·        Windows 11* version 21H2 or higher

·        Intel® Graphics driver version 30.0.101.1325 or newer

o   See How to Identify Your Intel® Graphics Driver Version in Windows® 10 & Windows 11*

·        Intel® Driver & Support Assistant version 22.1.8.8 or newer

·        Internet connection

Let us know if you have more questions, otherwise, this thread will be closed.

Best regards,

Isaac Q. 

Intel Customer Support Technician

[alee001]

Thanks for your reply,

Does this confirm that the 2023/7/23 version of Intel Arc Graphics cannot be installed on my system, only older versions will work?

Can I downgrade or install a previous version of Intel Arc Graphics app?

[IsaacQ_Intel]

Hello @alee001

Thank you for your reply.

As we said before, based on our data, it appears that your GPU is not compatible with Arc control. To ensure the optimal experience, we recommend reaching out to your GPU manufacturer directly. They can provide you with the appropriate control panel for your graphics setup, which will enhance your overall performance.

 You must check with AMD to get a graphics control panel supported by your GPU.

Also, you can try with older versions of Arc control, but we do not warranty it will work, since you have a non-supported GPU for that software.

Best regards,

Isaac Q. 

Intel Customer Support Technician

[IsaacQ_Intel]

Hello alee001

We hope you are doing fine.

Were you able to check the previous post?

Let us know if you still need assistance. Otherwise, we will close the thread.

Best regards,

Isaac Q. 

Intel Customer Support Technician

[alee001]

Under the same AMD graphics driver, still can't explain why Intel Arc Graphics can't be opened after the update (2023/7/23), but the previous version (2023/6/26) can?

[IsaacQ_Intel]

Hello @alee001

Thank you for your reply.

Besides you are using a AMD GPU to run an Intel software controller, try this Intel® Arc™ Control Fails to Launch, it may help to solve your issue.

But, as we said before, you must check with AMD to get a graphics control panel supported by your GPU.

Let us know if you need further assistance, otherwise we will close the thread.

Best regards,

Isaac Q. 

Intel Customer Support Technician

[alee001]

Thank you for your reference and guidance,

I've updated the drivers (AMD Software PRO Edition 5/4/2023) for my AMD graphics card and it's been fine.

https://www.amd.com/en/support/professional-graphics/radeon-pro/radeon-pro-w5000-series/radeon-pro-w5500

I understand that uninstalling all graphics card drivers and performing a new installation of Intel Arc Graphics can open the program, but I need the AMD graphics card driver to use it. Why is there a conflict between the two?

[IsaacQ_Intel]

Hello @alee001

Thank you for your reply.

If you are trying to make changes or update drivers to your iGPU or if you have an ARC GPU we recommend using Intel ARC control otherwise we recommend to keep using your recommended control panel to avoid any compatibility issues.

ARC control only supports intel products, such as Intel CPU and Intel GPU. For more information check these articles:

Intel® Arc™ A-Series Graphics – Desktop Quick Start Guide and How to Install Intel® Arc Control

In this case, you must check with AMD to get a graphics control panel supported by your GPU.

Let us know if you need further assistance, otherwise we will close the thread.

Best regards,

Isaac Q. 

Intel Customer Support Technician

[alee001]

Thanks for your reply,

Even if I use an AMD graphics card, installing a third-party graphics card driver (such as Nvidia) can open the program for reference (but some functions are invalid). I don’t understand why Intel’s Arc Control can’t be opened. The latest version (2023/2/ 23) Are there any compatibility issues with bugs?

Hope your next version will improve.

[IsaacQ_Intel]

Hello @alee001

Thank you for your reply.

Unless you have an Intel CPU with integrated graphics you can configure your CPU from there, but your discrete GPU does not meet the requirements to run Arc control.

Please take this information in consideration, if you are trying to make changes or update drivers to your iGPU or if you have an ARC GPU, we recommend using Intel ARC control otherwise we recommend to keep using your recommended control panel to avoid any compatibility issues.

ARC control only supports Intel products, such as Intel CPU and Intel GPU. For more information check the minimum requirements:

Intel® Arc™ A-Series Graphics – Desktop Quick Start Guide and How to Install Intel® Arc Control

In this case, you must check with AMD to get a graphics control panel supported by your GPU.

Let us know if you need further assistance, otherwise, we will close the thread.

Best regards,

Isaac Q. 

Intel Customer Support Technician

[IsaacQ_Intel]

Hello alee001

I trust all is well on your end.

Regrettably, we have yet to receive further communication from your side. Consequently, we will be proceeding to close this discussion thread. Should you require supplementary information or have any additional queries, please feel free to initiate a new inquiry. Please bear in mind that this particular thread will no longer be under active observation.

Your understanding is greatly valued.

Warm regards,

Isaac Q.

Intel Customer Support Technician

[IsaacQ_Intel]

Hello @alee001

We sincerely apologize for the extended delay in resolving your case. Our dedicated team has been meticulously assessing the details of your situation to ensure an effective solution. During our comprehensive testing in the lab, we identified a potential concern with the latest driver iterations, which may be causing a failure in initiating ARC control within this specific configuration. Interestingly, earlier driver versions appear to successfully enable ARC control.

In the event that you wish to proceed, we are enthusiastic about guiding you through the upcoming steps. Our intention is to collaborate closely with you on this journey. Given our assessment that you are presently utilizing a 11900K processor, it's important to acknowledge that your configuration leverages a hybrid graphics setup. This implies that even if you possess AMD graphics, the ARC control should ideally be accessible. The control panel should readily open, and there shouldn't be any complications associated with running both panels concurrently on your system. It's notable that your hardware configuration aligns with the prerequisites, particularly considering your utilization of an 11th-generation processor.

To expedite this process, we kindly request the following information from you. This data will enable us to conduct a thorough evaluation of various aspects of your system, encompassing hardware components, driver versions, BIOS settings, and more. This comprehensive approach will allow us to pinpoint the exact cause of the issue and tailor our assistance accordingly.

Please provide us with the following information:

Please download and scan your system using our tool, Intel® System Support Utility so we can help check your system info first. Once finished downloading, open the tool, click on scan 'Everything', click next, then save the system information to a .txt file. Please provide the .txt file.

This document will be necessary to check your entire system, in order to find possible errors or incompatibilities.

Best regards,

Isaac Q. 

Intel Customer Support Technician

[IsaacQ_Intel]

Hello alee001

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.

Isaac Q.

Intel Customer Support Technician.

[alee001]

Thank you for your answers, I have given up on using Arc control because the problem persists even with the latest version installed.

[IsaacQ_Intel]

Hello alee001

We want to suggest as a last attempt, this:

Regarding this issue, we would like to recommend running 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 31.0.101.4644. The DDU tool will eliminate all drivers and leftover files from previous driver versions.

Best regards,

Isaac Q. 

Intel Customer Support Technician