Display ports not activating, Sparkle Arc A770 16gb oc edition

[hairbag]

This new Sparkle A770 will not activate DP monitor 99.9 % of the time. Works fine on HDMI alone.

Attached is my graphics bug report, IGCC report and SSU report.

System is:

. Asrock steel legend z790, bios current

. Intel Core i5-13600K

. G.Skill DDR-5 6000, using either XMP or default setting- no difference

. WD-Black SN850x NVMe M.2 2280, boot drive

. Fractal Design Ion+ 660watt  PS

. Windows 11 pro, updates current

. monitors listed in reports

System works great using on board processor display,  Intel® UHD Graphics 770.

I've been dealing with and trying every possible configuration for close to 2 weeks now and would really appreciate this problem fixed, I don't want to return the card but I'm almost at that point. I have been all over your forums and have read of many similar issues with the arc cards so something has to be in the works I would hope.

 

[Benjamin_Eckert]

I have the same problem, my display works fine over displayport on my desktop, which uses a NVIDIA 3070. It worked fine on a 2070 too.

The same display only works over HDMI on i3-13100 (Integrated graphics).

Here is my thread:

Intel Graphics Command Center does not see display - Intel Community

However, Intel says it is a "compatibility issue":

intel Arc a770 16 gb displayport problem - Intel Community

So it would seem that Intel is a bit more troublesome, in my case I can only hope that the GOP (Video bios) is updated.

[Jean_Intel]

Hello hairbag,

Thank you for posting back in the Intel Communities. We will help you with your problem of not having a display when using a DP monitor.

Based on this issue, we would like to ask for the following information:

• Do you have any video if you use a DP monitor while navigating through the BIOS menu?
• Did you have another graphics card before you installed the Sparkle A770?
• We see that you have already tried running the DDU software to eliminate all the previous residues, but we would like to recommend you try the DDU tool once more, and this time, update your graphics driver to the latest version available, 31.0.101.5074.

Best regards

Jean O.

Intel Customer Support Technician

[hairbag]

Thanks for the reply.

All your questions can be answered by reading the 3 files I attached in my initial post.

---Do you have any video if you use a DP monitor while navigating through the BIOS menu?

    = NO

---Did you have another graphics card before you installed the Sparkle A770?

    = No, just the built-in  Intel® UHD Graphics 770 of the i5-13600K.

---We see that you have already tried running the DDU software to eliminate all the previous residues, but we would like to recommend you try the DDU tool once more, and this time, update your graphics driver to the latest version available, 31.0.101.5074.

    = Done a dozen or more times with that driver and multiple previous driver versions.

Note- All of the drivers tested work flawlessly with the entire setup minus the A770 card while using the onboard processor graphics.

[hairbag]

I hope that Intel can take this issue seriously. Very disappointed that this card can't do simple DP.  My return window is getting narrow now, please fix this.

[Jean_Intel]

Hello hairbag,

Thank you for posting back in the Intel Communities. We will help you with your problem of not having a display when using a DP monitor.

Thank you for the information provided. Based on your issue and the information you have provided, we will proceed to look into this issue internally. We will be posting back once we have more details.

Best regards

Jean O.

Intel Customer Support Technician

[hairbag]

Thank you. Let me know if anymore logs or reports are needed.

[Jean_Intel]

Hello hairbag,

Thank you for waiting while we investigated your issue. Since there is no video output even at the BIOS level, it is highly likely that the problem is with the hardware rather than the graphics driver. Therefore, replacing the graphics card is the best solution. As you mentioned having a Sparkle graphics card, we suggest contacting them directly or at the place of purchase for warranty processing.

Best regards

Jean O.

Intel Customer Support Technician

[hairbag]

Well, a turn of events happened.

After my last post on the evening 12/11, I continued to investigate via web searches and came across this past Intel support article.

It was not for the same problem but very similar so I tried the process listed.

Once done, I tried a cold boot with the DP monitor and HDMI monitor both connected.

It booted correctly into windows 11 and has continued to do so thru multiple cold and warm boots since and still is as I'm typing this.

Also, the connection works for all 3 DP ports.

The only process that had not been tried up till then was physically unplugging the DP monitor for a minute or more. I assume to let the capacitors discharge.  This would lead me to believe that the firmware of the video card is the culprit, my best guess.

At any rate the system is still working correctly after 2 plus days, hope it stays that way.

Here is a link to the instructions I found.

https://www.intel.com/content/www/us/en/support/articles/000095099/graphics/intel-arc-dedicated-graphics-family.html 

[Jean_Intel]

Hello hairbag,

We see that you have tried a cold boot with the DP monitor and HDMI monitor both connected. We are glad to hear that the system has booted correctly multiple times using the Cold and warm boot options, and all 3 DP connections work. We would like to keep this thread open so you can fully test your system, let us know if the issue occurs again.

Best regards

Jean O.

Intel Customer Support Technician

[hairbag]

Yes, good idea, thanks. I'm still unsure how long the system will stay working correctly, so I'll be monitoring my and the puters actions daily. So far, the card is performing as stated, I hope we can pinpoint the reason for the DP issue.

Thanks

[Jean_Intel]

Hello hairbag,

We would like to confirm if the system is still working correctly. Let us know if you have encountered the issue in the past few days.

Best regards,

Jean O. 

Intel Customer Support Technician

[Jean_Intel]

Hello hairbag,

Since we have not heard back from you, we assume that you have not been able to reproduce the issue after you tried a cold boot with the DP monitor and HDMI monitor both connected, so we will close this thread now. If you require further troubleshooting, submit a new topic, as this thread will no longer be monitored.

Best regards,

Jean O. 

Intel Customer Support Technician

[hairbag]

Hi Jean,

Fortunately the system has been working correctly since my last post.

Unfortunately though, this morning I went to boot into the bios and could not. I believe the bios came up but the monitor just flashed it periodically on the screen. I took a phone video to show and it is attached to this post.

I had to do a hard shutdown via power button. Upon restarting, the original "no DP monitor" problem returned. I hard shutdown again, but this time I turned off the computer power supply and the monitor power supply for a minute or more. Turn all back on, boot up was successful and has been working correct since. So, the power bleed down of the monitor capacitors and such seems like a temp fix to the non working dp ports.

Not being able to access the bios is a problem though.

Note- successful update of newest driver the other day.

[NtGreat]

i started to have this issue im running three msi 1080p monitors 2 with the dp port an one with hdmi. one of the dp ports didnt wanna activate, i had to restart my pc over an over again till it came on. I ended up deleting the intel software an went to the sparkle page an got the drivers off their website. so far so good only been like 4 day now tho