Faulty or bad graphics card - possible bad sample?

[athema]

Hello.

First time poster here. But I'm really sorry that it must went through this.

I'm user of integrated Arc GPU. I've bough my system in december last year, but since then I always had some problems with Windows, graphics card and Focusrite.

I think, I've resolved the problem with sound driver. But the issue with Intel Arc persists. The symptoms are like the GPU was dying - but I hardly believe that. However I've got constant crashes, freezez, black screens, artifacts - wich follows with system halt and only full power cycle can resolve.

Windows can't catch that in dump, but I recently tested it with OCCT with stress test - VRAM is full of errors wich could indicate a bad soldering job or overheating.

Already contacted my OEM 3 times, but with no avail. Can I do something more other that nagging my retailer about that issue?

Here's example: Imgur: The magic of the Internet

[JedG_Intel]

Hello athema,

I'm sorry to hear about the issues that you're facing at the moment. I'll work on this to help you. For me to address this properly, please share the information below.

1. Is this a laptop or a desktop system?

2. If this is a laptop, kindly share the full model and the link to it if possible.

3. Is the issue happening when using an application or doing a task?

4. Are you seeing any error messages when the system crashes?

Additionally, to have a better understanding of your system configuration and components please generate System Support Utility (SSU) report. Please follow instructions here and send the report - How to get the Intel® System Support Utility Logs on Windows*

I hope to hear from you soon.

Best regards,

Jed G.

Intel Customer Support Technician

[athema]

Answering your questions Jeg,

1. Yes, this is a laptop system

2. This is custom OEM (GX4MRXL2241902805)- here's the link to site Dream Machines GX4MRXL-14PL21 14.0” Ultra 5-125H 32GB/1TB M.2 PCIe SSD - use translate tool, but I already linked the specs.
3. The problems are occuring I assume after load - ex a game that utilise GPU but can also occur periodically and randomly after normal use (i use this laptop mainly for music production)

4. Windows isn't able to create a crash dump, it occurs without BSOD. I only know that after checking with OCCT I've gotten multiple VRAM errors - can't pinpoint on that.

I'm technician myself so I could fix if this require only changing thermals - I can solder but if this require reballing then I'm outta luck 😂😂

[JedG_Intel]

Hello athema,

Thank you for sharing all this information.

Since you're reporting a laptop, I would just like to inform you that the product you are reporting is an OEM original equipment manufacturer device. Kindly take into consideration that our support may be limited since we are not familiar with the technology, settings and customizations that the OEM has designed on your system, However I will do my best to assist you with your concern.

Upon reviewing the SSU report, it appears that you are utilizing drivers from Intel. When dealing with OEM devices, we recommend using drivers provided by the OEM, as they are customized and modified by the manufacturer to better suit their device. Have you had the opportunity to try this? If not, please do so and inform me of the outcome.

Best regards,

Jed G.

Intel Customer Support Technician

[JedG_Intel]

Hi athema,

I'm checking in to see if you were able to try my previous recommendation. Kindly inform me about the outcome so we can determine the best course of action.

Best regards,

Jed G.

Intel Customer Support Technician

[athema]

The outcome is that I tried to contact them for the 4th time. This time I had to threathen them with court case.

I need to send them the notebook for the warranty service. For now you can close this topic - in case anything new I will reopen that.

If someone has the same symptoms it's probably due:

- bad RAM chips (due to shared memory)

- Bad thermals

- Bad sample (whole MOBO is faulty unless you can reball the GPU)

And downgrading/upgrading your driver won't fix the problem.

[JeanetteC_Intel]

Hello athema,

Since I haven't received a response from you in the past few days, I will go ahead and close this thread. If you require assistance in the future, please feel free to submit a new question, as this thread will no longer be monitored.

Sincerely,

JeanetteC.

Intel Customer Support Technician