Facing problems after installing Intel Arc and Iris 32.0.101.6559 (WHQL Certified) Update.

[faan]

Just yesterday I tried to run valorant but it required me to update my drivers to the latest ones. After installing Intel Arc & Iris Xe Graphics 32.0.101.6559 (WHQL Certified), i was getting some disgusting frame drops.

I realized that my Intel ArcA730m graphics card was unrecognized and not being used at all. It didn’t show up in task manager, and in Device Manager after showing hidden devices I was able to see it grayed out. There was no option to enable or disable it. Then I uninstalled and reinstalled it quite a few times but that didn’t resolve my issue.

I’ve seen many people having issues with the latest update. If there is something I have done wrong do let me know.

[AlHill]

So the Intel support engineers can have more information about your system, Please download and run the Intel System Support Utility (https://downloadcenter.intel.com/download/25293/Intel-System-Support-Utility-for-Windows- ) for Windows. Select all data categories and then have it generate a report. Next, have the tool Save the report to a text file (don't try to use the Submit capability; it doesn't work). Finally, using the Drag and drop here or browse files to attach dialog below the edit box for the body of your response post, upload and attach this file to the response post.

Doc (not an Intel employee or contractor)
[W10 is today's XP ]

[faan]

Thanks, I attached my SSU results below. I also have been crashing a lot more recently with the blue screen of death, it gives me the error of something along the lines of DXGKRNL_Fatal_Error.

[RandyT_Intel]

Hi faan,

Thank you for reaching out to our community. I'll do my best to help identify the root cause of your issue. May I ask you a few questions and request some additional information?

1. Did you restart your computer after installing the new drivers?
2. Are there any error messages or codes in Device Manager related to the graphics card? Could you also provide screenshots of the grayed-out device in Device Manager?
3. Is your BIOS up to date, and does it recognize the graphics card? Have you checked the BIOS settings and configuration? Sometimes, loading the default settings in BIOS can resolve driver issues.

It appears that after updating your drivers, your Intel Arc A730m graphics card is not being recognized or used by your system, causing frame drops in Valorant. The card is grayed out in Device Manager, suggesting it is inactive, improperly installed, or there might be a conflict during updates.

 For Performance Issue you may Submit CapFrameX capture data (.json files) reproducing the issue. Capture data at least 3 times to define a good performance baseline, kindly follow guideline here: Need help? Reporting a bug or issue with Arc GPU? - PLEASE READ THIS FIRST! - Intel Community, we will first address the graphics driver issue, then move on to the game performance issue.

Your answers to these questions will help me pinpoint the problem. I look forward to your response.

Randy T

Intel Customer Support Technician

[faan]

Hello, thank you for the response.

1: Yes, I did.
2: Yes, the image is attached below.

3: Sorry, but I am not sure whether or not I have the latest bios, but I have checked it multiple times and could not find anything gpu related.

I also am noticing pretty normal frames on lighter games like Roblox for instance. On a game like valorant, however, i get a few decently large frame drops every once and a while, but overall no issues. I have not checked after my laptop reset, as all the apps were removed. I hope this information will be useful in you finding a solution.

[RandyT_Intel]

Hi faan,

To address the issue regarding error code 45 in the Device Manager, you can follow these general troubleshooting steps: Error: “This Hardware Device Is Not Connected… (Code...

Steps on how to resolve the issue:

1  Set the BIOS to default settings to see if this resolves the issue. 

• To access BIOS, press a key during the boot-up process. This key is often displayed during the boot process with a message “Press F2 to access BIOS”, “Press DEL to enter setup”, or something similar.
• Once in the BIOS Press F9 or the assigned key to automatically load the factory default settings. 
• Press F10 to save the changes in BIOS, then reboot.
• If the issue persist, proceed to step 2.

2.  Check the Graphics settings advanced tab in the BIOS for the option to disable or enable the onboard graphics.  Check the motherboard manual to find this option.

• Browse the BIOS menu and look for graphics options.
• Go to the advanced tab
• Set the onboard graphics or built in graphics to Enable
• Press F10 to save and reboot. 

Once you have tried these steps, please let me know if the issue is resolved. If not, I can provide additional troubleshooting steps or coordinate the issue internally for further investigation.

Randy T

Intel Customer Support Technician

[faan]

Hello. I just tried the steps provided after installing the latest BIOS version.

1: After setting BIOS to the optimal default using F9, and saving, the graphics card still did not start working, and remains grayed out with error code 45.

2: I browsed through the BIOS menu but could not find a graphics section. In the advanced tab I was unable to locate any setting known as onboard graphics or built in graphics.

[Chenxin]

你好faan，您可以使用旧版本驱动，因为最近的驱动对A系列不是很友好。如果你喜欢新的控制面板，你可以使用32.0.101.6449/32.0.101.101.6256这个版本，但我更推荐你使用32.0.101.6299或更早版本，他们比最新驱动更加稳定。

[faan]

Hey, Chenxin. I have already reverted to previous drivers but they did not work for me, I received the same error.

Thanks.

[RandyT_Intel]

Hi @faan ,

Thank you for the updates. I'm sorry to hear that my previous recommendation didn't resolve the issue. I appreciate
@Chenxin additional suggestions as well. I'll look into this internally for further investigation and will get back to you as soon as possible to assist with your concerns.

Best,

Randy T.

Intel Customer Support Technician

[RandyT_Intel]

Hi @faan,

Can you try to perform Clean Installation of Intel® Graphics Drivers in Windows*. You may use DDU for Clean Driver Installation- kindly follow this article How to Use the Display Driver Uninstaller (DDU) to Uninstall an..., Boot into Safe Mode and use DDU to uninstall the current graphics driver and then restart the computer and install the latest Intel Arc & Iris Xe Graphics driver from here: Intel® Arc™ & Iris® Xe Graphics - Windows*. Please ensure that you disconnect the system from the network to prevent the driver from automatically reinstalling before you reboot the system.

Please let me know if this works for you. I look forward to your response.

Best,

Randy T.

Intel Customer Support Technician

[faan]

Hey, @RandyT_Intel, I appreciate the response.

I installed DDU and attempted to enter safe mode but after selecting safe mode in the menu, it brought me to the area where I enter my pin but it said something along the lines of  "your pin isnt available at the moment", and there was a link saying "set up your pin" whenever i clicked the link, a window of microsoft would open for a split second and then disappear. I had no way of entering and running DDU.

Thanks.

[faan]

Here is what I meant when I said that sometimes the card shows up, but crashes later. This time though it has a yellow warning sign and it does not show up in task manager.

[RandyT_Intel]

Hi @faan,

Is it possible for us to conduct a remote session? I will do my best to troubleshoot the error message you are encountering with the graphics adapter. Please let me know if you are okay with this proposal, and I will send you the instructions via email.

Best,

Randy T.

Intel Customer Support Technician

[faan]

Yes, we can do that.

[RandyT_Intel]

Hi @faan,

I wanted to inform you that I have sent a personal message with an invitation for remote assistance. Could you kindly check if you have received it?

Randy T.

Intel Customer Support Technician