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Intel A770 crash

bmbm
Beginner
1,400 Views

I experience a crash every 5 min or so on idle PC. My primary graphics adapter is not the A770. However if I disable the driver for A770 my crashes disappear. If I uninstall the driver for A770 and it revers back to the microsoft basic driver my crashes also disappear. So it appears there is something wrong with the driver. I see other people experience the same issue. I am on Windows 10. Driver version -  31.0.101.4146

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11 Replies
Jean_Intel
Employee
1,372 Views

Hello bmbm,

 

Thank you for posting on the Intel️® communities. We understand that you are experiencing system crashes with your Intel® Arc™ A770.

 

To have a better understanding of your issue, please provide me with the following:

  • Is this issue present since you installed your Intel® Arc™ A770?
  • Could you try installing the latest BETA driver, 31.0.101.4125?
  • Does the issue occur if you disable your other Graphics adapter?
  • Create a report using the Intel®️ System Support Utility (Intel®️ SSU) 
    • Download the Intel SSU
    • Open the application and click "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 it to "Detailed View."
    • To save your scan: click "Next"; then "Save."

 

Best regards,

Jean O. 

Intel Customer Support Technician


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bmbm
Beginner
1,334 Views

Initially I installed the A770 and I did a full windows update which installed number of other drivers as well. So I wasn't sure what was causing the crash. I am using a motherboard gigabyte z590 ud ac with integrated graphics - Intel(R) UHD Graphics 750. At the moment my monitor is plugged in to the 750. The A770 is installed in the first slot with a riser and configured to run in PCI x1. On the same PC I have 3 other RX6800 AMD GPUs. This was when the issue was happening.

Now I have disabled all other GPUs from the windows device manager so the only running GPU now is the A770. I have my monitor plugged in the A770 and the PC reboots very often. I did not measure the exact time but it is about every 5 min. few times when I saw the reboot happen there was a blue screen.

The drivers I have tried are as follows. The issue is happening with both of them:

31.0.101.4146

31.0.101.4125

I am logging into this PC with remote desktop so I am not sure if this is related but I have seen the reboot when I am not logged in with remote desktop as well.

After the last reboot with only the A770 enabled it is holding for already 15 min or so. But just previously in the same configuration it rebooted. So not sure for how long it will hold before it reboots again. But it might be that when more than 1 GPU is enabled perhaps the reboots happen more often.

What do you want me to do with the file generated by the SSU?

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bmbm
Beginner
1,346 Views

I tried to reply here and my post disappeared

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bmbm
Beginner
1,334 Views

Initially I installed the A770 and I did a full windows update which installed number of other drivers as well. So I wasn't sure what was causing the crash. I am using a motherboard gigabyte z590 ud ac with integrated graphics - Intel(R) UHD Graphics 750. At the moment my monitor is plugged in to the 750. The A770 is installed in the first slot with a riser and configured to run in PCI x1. On the same PC I have 3 other RX6800 AMD GPUs. This was when the issue was happening.

Now I have disabled all other GPUs from the windows device manager so the only running GPU now is the A770. I have my monitor plugged in the A770 and the PC reboots very often. I did not measure the exact time but it is about every 5 min. few times when I saw the reboot happen there was a blue screen.

The drivers I have tried are as follows. The issue is happening with both of them:

31.0.101.4146

31.0.101.4125

I am logging into this PC with remote desktop so I am not sure if this is related but I have seen the reboot when I am not logged in with remote desktop as well.

After the last reboot with only the A770 enabled it is holding for already 15 min or so. But just previously in the same configuration it rebooted. So not sure for how long it will hold before it reboots again. But it might be that when more than 1 GPU is enabled perhaps the reboots happen more often.

I have attached the SSU file requested?

After I left only the A770 enabled then I rebooted the PC. It crashed once and after the crash it booted and now it is holding - at least for now.

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bmbm
Beginner
1,345 Views

Now it seems ok to post. I disabled the integrated graphics intel 750 and the crash disappeared.

I have another question. on the A770 16GB only 8GB can be used. Is this a limitation of the driver?

clinfo returns:

 Global memory size: 13636517888

Is this correct? I thought it should be close to 16GB. 

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Jean_Intel
Employee
1,321 Views

Hello bmbm,

 

We appreciate the information provided.

 

We understand that you have tried running the system with only the Intel® Arc™ A770 Graphics and the Intel® UHD Graphics 750. However, you also mentioend that when you installed the A770, you set it to run in PCI x1. Have you tried setting the card to run with no PCI limitations at PCI x4?

 

Try running the Display Driver Uninstaller (DDU) to remove all leftovers (including registry keys, folders, files, and driver store) from previous driver versions. Check the How to Use the Display Driver Uninstaller (DDU) to Uninstall an Intel® Graphics Driver article for more details about the use of the DDU. Once you complete the DDU process, install all the necessary updates. For your Intel graphics products, you should install 31.0.101.4146.

 

Also, we noticed that the Motherboard BIOS is outdated. Your system has the F2, and the latest version available on the GIGABYTE Website is F8b. Update your BIOS to the latest version, and if you need recommendations about the BIOS update process, you should contact GIGABYTE support for more details.

 

About the clinfo report, please provide us with the report results you receive.

 

Best regards,

Jean O.

Intel Customer Support Technician


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Jean_Intel
Employee
1,279 Views

Hello bmbm,


We hope you are doing fine.


Were you able to check the previous post?

Let us know if you still need assistance.


Best regards, 

Jean O.  

Intel Customer Support Technician


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Jean_Intel
Employee
1,262 Views

Hello bmbm,

 

We hope you are doing fine.

 

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

 

Best regards.

Jean O. 

Intel Customer Support Technician.


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Jean_Intel
Employee
1,222 Views

Hello bmbm,

 

Before closing this case, we would like to confirm more system information, especially your PSU model. Note that you are using +4 GPUs in total on that system, so the power requirements are going to be considerable - disabling the GPUs from the device manager does not exclude them from drawing power.

 

Also, in the SSU report, there is a reference to "the computer has rebooted from a bugcheck. The bugcheck was: 0x00000113 (0x0000000000000019, 0x0000000000000001, 0x0000000000008086, 0x00000000000056a0). A dump was saved in: C:\Windows\MEMORY.DMP. Report Id: a7117b42-d9c1-4f2f-bf2f-eae589cc3223.". If the issue persists, please share the dump file so we can look into it.

 

Best regards.

Jean O.

Intel Customer Support Technician.


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Jean_Intel
Employee
1,182 Views

Hello bmbm,


We hope you are doing fine.


Were you able to check the previous post?

Let us know if you still need assistance.


Best regards, 

Jean O.  

Intel Customer Support Technician


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Jean_Intel
Employee
1,163 Views

Hello bmbm,

 

We hope you are doing fine.

 

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

 

Best regards.

Jean O. 

Intel Customer Support Technician.


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