Intel Arc 770 Blackscreen and freeze when underload

[Inshiaye]

Hi,  I got my ARC 770 mid march on a completely brand new build

13700F- no integrated graphics

     CPU undervolted -0.1, no error code, very stable.

Asrock z790 pro RS

6000DDR5 ram

Samsung SSD

crucial SSD

REBAR on

after a month, I started experiencing Black screens in the middle of my games. I am in the middle of gaming, when suddenly, the screen stops responding and cuts to black. The audio at this time also stops and starts looping. 

The only way to get out of this is to restart my computer, otherwise it stays on the black screen.

I notice this phenomenon everytime i play a high GPU usage game, such as Final Fantasy VII remake and Valorant. The coil whine is insane during this time too. 

The most frequency crashes are during FFVII:R, where i am basically guaranteed one crash per session. 

I have also black screened a couple of times just booting in the morning. 

I checked event viewer, but could not see anything that happens at the time of crash relating to graphics that i could tell. but maybe i didnt know what to look for.

I have used DDU to install drivers, have been updating my drivers constantly when they come out, including beta ones.

Im not sure what to do next, and am uncertain if there is anything wrong with my GPU.

i have been shutting off my PC with the Powe button constantly because of these crashes.

possible RMA?

Thanks for the help 

[Andres_Intel]

Hello Inshiaye,

Thank you for your response, and for completing the steps.

I will wait for you to test your system after these updates.

Regards,

Andres P.

Intel Customer Support Technician

[Andres_Intel]

Hello Inshiaye,

Were you able to check the previous post?

Let us know if you still need assistance.

Best regards,

Andres P.

Intel Customer Support Technician

[Inshiaye]

Hi Andres,

Ive tested for 3 sessions, and there has been no crashes yet. 

I think i need to further test, and hope that this isnt a stroke of luck, and that the problem is fixed. 

thanks

Albert

[Andres_Intel]

Hello Inshiaye,

Thank you for your answer and for keeping us informed.

I will wait for you to continue testing, please let us know of the results.

Regards,

Andres P.

Intel Customer Support Technician

[Inshiaye]

Hey Andres,

Edit: It crashed again in valorant

Albert

[Andres_Intel]

Hello Inshiaye,

Thank you for your answer and for following the recommended steps.

This week we released two graphics driver versions please follow the steps below and let us know the results:

• Update graphics driver to version 31.0.101.4502. For guidance, How to Install an Intel® Graphics Driver in Windows® 10 & Windows 11 (Method 2).
• If the issue persists, update the graphics driver to BETA version 31.0.101.4514, following previous instructions.

Regards,  

Andres P. 

Intel Customer Support Technician 

[Inshiaye]

hey Andres,

Will do, but from your standpoint, judging from the logs i sent, is there anything off about it?

Edit: It crashed 2 more times in one day

[Andres_Intel]

Hello Inshiaye, 

Thank you for keeping us informed.

We still check the logs you sent, if the issue persists after the recommended updates, we will start a deep investigation to check if there is something wrong.

Regards,

Andres P.

Intel Customer Support Technician

[Inshiaye]

Hi Andres,

Is it possible to start the deep investigation now? I still dont know what the problem is, and it seems that others are having the same issues as me. Id like to figure this out before i damage the rest of my components from forcing shut down all the time.

Albert 

[Andres_Intel]

Hello Inshiaye,

Thank you for your answer.

We will do it and we understand your point of view, but before we can start this investigation, we need to know if the behavior changes when installing drivers 31.0.101.4502 and 31.0.101.4514.

Once you provide us with this information we will be more than glad to start with the investigation.

Please keep us informed and thank you for your understanding.

Regards,

Andres P.

Intel Customer Support Technician

[Inshiaye]

Thanks for the Reply! Understood.

Currently testing 31.0.101.4514.

Albert 

[Andres_Intel]

Hello Inshiaye,

Thank you for your response.

I will wait for the results, I appreciate for keeping me informed.

Regards,

Andres P.

Intel Customer Support Technician

[Andres_Intel]

Hello Inshiaye,

Were you able to check the previous post?

Let us know if you still need assistance.

Best regards,

Andres P.

Intel Customer Support Technician

[Inshiaye]

Hey Andres,

Still testing! I need to try and find free time for testing,

thanks for the patience. 

Albert

[Andres_Intel]

Hello Inshiaye,

Thank you for your answer.

We appreciate for letting us know, we will wait for the results. 

Regards,

Andres P.

Intel Customer Support Technician

[Saveno]

I really hope that Intel starts an investigation on this problem. There are multiple threads about the exact same problem, there are many posts about it on the Arc Subreddit and people report the issue on Discord all the time as well, with some of them already selling their Arcs. Since people that are reporting it have all sort of different hardware and it doesnt seem to be a compatibility issue with Hardware xyz i hope this can be solved by a future Driver Update. 

[Andres_Intel]

Hello Inshiaye,

Were you able to check the previous post?

Let us know if you still need assistance.

Best regards,

Andres P.

Intel Customer Support Technician

[Inshiaye]

Hey Andres

I was only able to test the game 4 times this week, its been stable so far! 

should we keep testing? i think we have to keep looking at long test periods for this case, because i think this crashing varies, and other people are having  similar issues. 

[Andres_Intel]

Hello Inshiaye,

Thank you for keeping us informed.

Just to make sure it is working properly, let's keep testing it for a couple of days more.

Remember to let us know the results.

Regards,

Andres P.

Intel Customer Support Technician

[Inshiaye]

Hi Andres

I crashed on Valorant.

Edit: I also crashed on black desert online

Albert

[Andres_Intel]

Hello Inshiaye,

Thank you for your answer, and for keeping me informed.

I will start with an investigation of the issue, as soon have further details I will let you know.

Regards,

Andres P.

Intel Customer Support Technician