Continuous reboots with arc b580 and Premiere Pro

[oneclick]

Hello, I have a huge problem with my Arc b580 card and Adobe Premiere (latest version 25.2.3)

I literally can't work, the system crashes continuously. Sometimes only Premiere crashes and sometimes the system reboots with error codes that concern igdkmd64.sys - dxgkrnl.sys

I have tried many versions of the drivers (at least 5 versions) and none of them solve my problem.

I am editing a multitrack video in 6K (I understand that it is perhaps a bit heavy) but with my previous card (a gtx 1070) the timeline was slow but never had problems.

Can you help me?

Thanks

PS:

I'm currently using version 6253 of the driver but (obviously) I also tried the latest (6737) and it doesn't change anything

It crashes and restarts

[oneclick]

Today another version of the driver came out, the 6739, and I wanted to try it.

No way, Premiere crashes again and Windows restarts. It's incredible.

So I uninstalled everything with DDU and I didn't install any drivers.

Windows recognized the card and (by default) installed the driver number 32.0. 101.6252 (Premiere writes that the driver is not supported)

Anyway at least with this version the system does not crash.

I wonder how all this is possible?

[oneclick]

Today another version of the driver came out, the 6739, and I wanted to try it.

No way, Premiere crashes again and Windows restarts. It's incredible.

So I uninstalled everything with DDU and I didn't install any drivers.

Windows recognized the card and (by default) installed the driver number 32.0. 101.6252 (Premiere writes that the driver is not supported)

Anyway at least with this version the system does not crash.

I wonder how all this is possible?

[ArchieD_Intel]

Hi oneclick,

Thank you for reaching out to the Intel Community Forum. To assist us in investigating the issue, please provide the following details:

• Have you used DDU to completely remove all residual drivers and installed a new one?
• Have you tried adjusting the graphics settings?
• Have you tried updating the BIOS version?
• When did the issue start? Was it after a specific driver or windows update?

Additionally, to gain a comprehensive understanding of your system, please use the System Support Utility (SSU). This tool will generate a text file compiling all your system information. You can follow the instructions at this link and send the text file here. Help Guide for the Intel® System Support Utility.

If you have any questions, please let us know. Thank you.

Best regards,

Archie D.

Intel Customer Support Technician

[oneclick]

Good morning,

- yes, I used DDU before installing the various versions of the driver

- I left the graphics settings (default)) in Intel Graphics software

- the bios of my motherboard (B550M DS3H (rev. 1.5) is the latest updated (F5g)

- the problem started immediately, just after replacing my previous card (msi 1070) and uninstalling the invidia drivers and installing the latest intel drivers

PS: in the meantime I'm continuing to try, I read the thread of the user who had a crash with DaVinci Resolve and then I tried, again, to uninstall the latest drivers (and install the previous ones version 6651) and now I can work (at least Windows doesn't restart)

There is something that doesn't convince me in the management of the vram: let me explain better: with the previous card (with only 8gb) and using premiere with 2 6K video tracks + color correction) the system was obviously slower, but it didn't crash, not even when the vram was completely full.

Now instead as soon as Premiere gets almost to the limit (11gb or similar) then it crashes)

I would really like you to develop driver improvements with Adobe Premiere Pro because the b580 is a card with great potential.

Final consideration: with the latest drivers (eg. 6737 or 6739) Premiere crashes and Windows restarts)

[ArchieD_Intel]

Hi oneclick,

Thank you for the update. I will start investigating this in our end but to help us in this, I would like to request for the Intel® System Support Utility of your system since this will allow me to check your system configuration. 

Best regards,

Archie D.

Intel Customer Support Technician

[oneclick]

Update on my situation: I decided to format the system disk and reinstall Windows 11 and Premiere Pro from the beginning, to see if anything changed.

After formatting I installed the latest 6739 drivers but they were unstable, so now I installed 32.0. 101.6647 (WHQL Certified) and they seem a little better.

The main problem remains: that Premiere crashes when it has heavy projects (for example a project with 2 6K video tracks + 3 color correction tracks)

So, it goes into crisis and then freezes and closes.

Now I have to understand if it is normal for this to happen, because the project is heavy, or if I should change the video card.

[ArchieD_Intel]

Hi oneclick,

Thank you for your update. I've sent an email to your active email address for the next step of the process. Please check both your Inbox and Spam folder for my email, and once received, kindly acknowledge it.

Best regards,

Archie D.

Intel Customer Support Technician

[oneclick]

New update, at the moment my system seems more stable, it allowed me to close a project that I had opened in Premiere Pro.

Currently, as I wrote in the previous post, I have installed the driver 32.0. 101.6647 (I only installed the driver and not the Intel software)

Also, reading in other forums, I also disabled from the device manager of the control panel, a driver called "HD Audio driver for Display Audio" which probably refers to the audio of my 2 DELL U2515H monitors)

I don't know if this thing has affected the system but it seems to me that now it works better, it hasn't restarted, as it used to.

Now I'll try to work on a somewhat heavy project to see if the system can handle the load well.

[ArchieD_Intel]

Hi oneclick,

Thank you for your update about your system. You can also try to disable hardware acceleration Adobe Premiere Pro.

Navigate to File > Project Settings > General

Then, under the Video Rendering and Playback section, change the Renderer from a GPU-accelerated option (like Mercury Playback Engine GPU Acceleration) to Mercury Playback Engine Software Only.

Also please, install the 32.0.101.6739 graphics driver version and perform clean installation to test if the still persists.

I have also sent a message your active email address to address this. If you have any questions, please let me know. Thank you.

Best regards,

Archie D.

Intel Customer Support Technician

[ArchieD_Intel]

Hi oneclick,

I hope you had the opportunity to review the information I posted. At your earliest convenience, please let me know so we can determine the best course of action to resolve this matter efficiently.

Best regards,

Archie D.

Intel Customer Support Technician

[ArchieD_Intel]

Hi oneclick,

We are actively working on recreating the issue to fully understand the problem and finding a solution. I will be updating you as soon as the resolution is available. However, please provide the Intel® System Support Utility to fully understand your system configuration. 

I appreciate your patience and understanding.

Best regards,

Archie D.

Intel Customer Support Technician

[oneclick]

Ho già risolto il mio problema, grazie.

[oneclick]

Update: I tried to install the latest driver 32.0.101.6790 but when using Premiere, the system reboots.

I went back to the previous driver

[ArchieD_Intel]

Hi oneclick,

We are glad to know you found a solution, thank you for taking the time to share this fix, and hopefully, it may help other community members experiencing similar behavior.

Since the thread is now solved, we will proceed to close it. Please keep in mind that this thread will no longer be monitored by Intel. Thank you for your understanding.  

Best regards,

Archie D.

Intel Customer Support Technician