Computer freezes when using photoshop with Arc A370M

[blakemcguire]

My entire computer will freeze when using photoshop. I have an Asus zenbook pro flip, with a 12th gen i7 and Arc A370M discrete graphics.

I am on the latest driver from Intel, as Asus is well over a year out of date.

The computer will completely freeze, the clock will stop, caps lock light won't toggle, and screen won't shut off when closing the lid. Only thing that can be done is a hard reset at that point.

I've investigated the Windows Event Viewer and can't identify any errors/critical events linked to the system freeze.

Any help would be appreciated; I've been performing driver updates for the last month or two hoping the issue would be fixed with no luck.

[Carlos_L_Intel]

Hi @blakemcguire,

Thank you for posting on the Intel® communities. I'm sorry for the inconvenience this might have caused you. Please help me with the following information in order to assist you: 

•  When did the issue start? Were there any recent changes?  
•  Did this ever work properly? 
•  Are you using any specific modules/plugins? 
•  Is Resizable Bar enabled? 
•  Is Photoshop on its latest version? 
•  Does the same thing happen with Asus' drivers?
•  To get more information from your system, please install the Intel® System Support Utility (Intel® SSU): https://downloadcenter.intel.com/download/25293/Intel-System-Support-Utility-for-Windows- Open the application and select "Everything" click on "Scan" to see the system and device information. By default, Intel® SSU will take you to the "Summary View". Click on the menu where it says "Summary" to change to "Detailed View". Click on "Next", save the report and attach it to your response.

Best regards, 

Carlos L.  

Intel Customer Support Technician.

[blakemcguire]

•  When did the issue start? Were there any recent changes?  
  • This has been a long term issue  on this machine.
•  Did this ever work properly? 
  • No, unfortunately.
•  Are you using any specific modules/plugins? 
  • No, it's actually happening from a clean windows installation.
•  Is Resizable Bar enabled? 
  • I believe so
•  Is Photoshop on its latest version? 
  • Yes, I've ensured that it is up to date.
•  Does the same thing happen with Asus' drivers?
  • I didn't get far enough with Asus drivers to test thoroughly; I run into compatibility problems in other areas since theirs is so out of date.

[Carlos_L_Intel]

Hi @blakemcguire,

Were you able to check the previous post?  

Let us know if you still need assistance.  

Best regards,  

Carlos L.  

Intel Customer Support Technician

[blakemcguire]

Hello Carlos, please see attached report

[Carlos_L_Intel]

Hi @blakemcguire,

Thank you for the information. In this case, can you please help me with the following: 

• Download the equipment manufacturer driver: https://dlcdnets.asus.com/pub/ASUS/nb/Image/Driver/Graphics/27502/Graphic_IGCC_DCH_Intel_Z_V30.0.101.1631Sub1_27502.exe?model=UP6502ZA
• Download Display Driver Uninstaller (DDU) software: https://www.wagnardsoft.com/display-driver-uninstaller-DDU- and extract the file. 
• Open DDU ****.exe and run extract program. 
• Reboot into Windows* safe mode. (Refer to Start your PC in safe mode in Windows: https://support.microsoft.com/en-us/windows/start-your-pc-in-safe-mode-in-windows-92c27cff-db89-8644-1ce4-b3e5e56fe234#WindowsVersion=Windows_10) 
• Go to the DDU extract path and double click the Display Driver Uninstaller.exe to open DDU. 
• Click Close in the Options window. 
• Select device type to GPU and select device to INTEL. 
• Click Clean and restart, wait the software to finish the process and auto reboot Windows to the normal mode. 

Let me know if anything changes. 

Best regards, 

Carlos L.  

Intel Customer Support Technician.

[ONETRICKPXNY]

I have the same computer and have been experiencing the same issue. I've talked with adobe already and yes, I have been running last year's ARC 370M update, which seems to be the only temporary fix. This however, is NOT a solution and I am currently unable to run Adobe Dimension because I am running the older update. I'm tired of being thrown around and told to just use this out of date driver update. I WANT TO KNOW, IS THIS ISSUE BEING ADDRESSED?

[Jocelyn_Intel]

Hello, @blakemcguire    

We are checking this thread and we would like to know if you were able to review our previous post. If you need further assistance, please do not hesitate to contact us back. 

Best regards,  

Jocelyn M.   

Intel Customer Support Technician. 

[blakemcguire]

Hi Jocelyn,

If this will help as a troubleshooting measure I can do this in the next day or two. From what I understand the issue has persisted for other users though.

I can't use this as a solution though because downgrading the drivers causes compatibility issues elsewhere.

[Jocelyn_Intel]

Hello, @blakemcguire  

Thank you for your reply. 

Since you have an OEM system (Original Equipment Manufacturer), we always recommend checking with your System Manufacturer/Original Equipment Manufacturer and use the driver software provided by them to avoid potential installation incompatibilities. Intel supplies generic versions of Graphics Drivers for general purposes. Computer manufacturers might have changed the features, incorporated customizations, or made other changes to the graphics driver software or software packaging. 

That's why we recommended using your OEM driver, which should be more compatible with your system than the Intel drivers that are generic. This step is important to try so we can continue investigating.  

When you have tried this step, please let us know the results and a new Intel® SSU report to investigate further. 

Best regards,  

Jocelyn M.   

Intel Customer Support Technician. 

[Jocelyn_Intel]

Hello, @blakemcguire  

We are checking this thread and we would like to know if you were able to review our previous post. If you need further assistance, please do not hesitate to contact us back. 

Best regards,  

Jocelyn M.   

Intel Customer Support Technician. 

[Jocelyn_Intel]

Hello, @blakemcguire  

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

Best regards,  

Jocelyn M.   

Intel Customer Support Technician. 

[Jocelyn_Intel]

Hello, @blakemcguire  

We hope you are great. 

Even though we would not necessarily use the same laptop model you have, we could try to replicate your issue, do you have any steps to reproduce it?  

Also, if you are using any specific app version, please note it so we can have this information in count as well. Otherwise, we would be using the latest app version.

Best regards,  

Jocelyn M.   

Intel Customer Support Technician. 

[Jocelyn_Intel]

Hello, @blakemcguire   

We are checking this thread and we would like to know if you were able to review our previous post. If you need further assistance, please do not hesitate to contact us back. 

Best regards,  

Jocelyn M.   

Intel Customer Support Technician. 

[Jocelyn_Intel]

Hello, @blakemcguire  

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

Best regards,  

Jocelyn M.   

Intel Customer Support Technician.