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Intel Arc 770 Blackscreen and freeze when underload

Inshiaye
Novice
18,814 Views

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 

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Saveno
New Contributor I
4,479 Views
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Andres_Intel
Employee
4,504 Views

Hello Inshiaye,

 


Thank you for your time.


We still working on the investigation, and now we have the following question:


  • What is the power supply make and model?



Regards,


Andres P.

Intel Customer Support Technician


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Inshiaye
Novice
4,499 Views
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Inshiaye
Novice
4,499 Views

Corsair RMX series 850x 

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Andres_Intel
Employee
4,482 Views

Hello Inshiaye,

 


Thank you for your response, it has been really helpful.


Now I will coninue wit the investigation, as soon I have further detai I will let you know.

  


Regards,  


Andres P.

Intel Customer Support Technician


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Andres_Intel
Employee
4,467 Views

Hello Inshiaye,

 

 

We have been working on the investigation, please follow the steps below and let me know the results:


  • Load BIOS defaults. For guidance, you can contact your motherboard manufacturer.
  • Undo GPU overclocking so it runs at defaults.
  • Clean Operating System installation to rule out OS the issue.


Keep me informed of the results.

 

  

Regards,  

 

Andres P. 

Intel Customer Support Technician 


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Saveno
New Contributor I
4,455 Views

Others, me included, already have tried these solutions. You can reinstall Windows and reset BIOS as much as you want it wont fix the problem. Not saying that OP shouldnt give it a try, but its kinda weird that you are not trying to find the issue with the GPU itself when dozens of people are reporting this problem. I tried to link to like 15 Reddit and forum posts earlier but looks like it didnt go through and anti-spam blocked the message or something. Is there any way to send these posts and reports on Discord to someone? If you want i can collect as much info as possible and send it to you guys but only if you finally start doing an actual investigation about the problem and don't see all these reports as "single individual problems". I mean just google Intel Arc Freeze or search for it on the intel forums and you find so many people reporting the exact same issue.  

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Inshiaye
Novice
4,452 Views

Hi Andres,

 

1. I recently flashed my bios, which reset everything to default. Everything is  default for me aside from a bit of CPU undervolt, and the settings and options for enabling REBAR.

 

2. I have not GPU overclocked at all.

 

3. I have recently performed a clean OS installation. The OS is ruled out.

 

 

 

Thanks,

 

Albert 

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Andres_Intel
Employee
4,449 Views

Hello Inshiaye,

 

 

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


Since the issue persists after all the steps you completed, I recommend you contact Internal Support as the GPU might be defective. for warranty options.


For now, will close this thread. If you need any additional information, please submit a new question as this thread will no longer be monitored.


@Saveno to check specifically your scenario please make a new post and we will be more than glad to help you.

 

  

Regards,  

 

Andres P. 

Intel Customer Support Technician


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Inshiaye
Novice
4,445 Views

Hi Andres,

 

Thank you for your response,

 

Can you give me a specific email or person I can contact? otherwise, it seems like im back in square one. The issue has dragged on for very long, I would like a direct reference to a source with an answer rather than me repeating everything ive done in this thread. 

 

I have another question, were you able to raise my concerns to the appropriate developers to answer? Were they able to respond? I would like a bit more of a concrete answer as to what is happening.

 

 

Albert 

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Saveno
New Contributor I
4,347 Views

If you happen to send the GPU back, can you please report if the issue is solved when they send you a new one? Since i already saw people saying that the issue persisted after Intel sent them a new one. 

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Inshiaye
Novice
4,293 Views
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Inshiaye
Novice
4,100 Views

IT CRASHED. I got my new RMA card, and it still crashed. literally first day, then it black screened. 

Saveno
New Contributor I
4,098 Views

That sucks lol. So i was right that sending it back wouldnt fix the problem. However, i somewhat managed to fix it in my case by putting my CPU into Eco Mode. The problem seems to be that the GPU somehow crashes the CPU or "overloads" it. I used Precision Boost Eco Mode, which sadly doesn't seem to be an option for Intel CPUs but i'm sure there are ways to lower Watt Usage etc. for Intel CPUs as well. I know losing CPU Power sucks as a solution, and maybe it only helped on my end, but its better than these crashes. 

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Andres_Intel
Employee
4,436 Views

Hello Inshiaye,

 

 

Thank you for your answer.


The way you can get in contact with Internal Support is by accessing the link, you can do it via chat, phone, or email by opening a web ticket, You should not follow the whole troubleshooting process, because you have already completed it with me.


The reason why you are having these issues is because the card might be defective, with all the steps you have completed we can discard that it is a driver issue or any other kind of problem.


Let me know if you have further questions.

 

  

Regards,  

 

Andres P. 

Intel Customer Support Technician 


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Andres_Intel
Employee
4,299 Views

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


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Inshiaye
Novice
4,293 Views

yes, I will start a RMA process,

 

Thanks for your help Andres! 

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Andres_Intel
Employee
4,286 Views

Hello Inshiaye,



Thank you for your response.


Since you will start with the RMA process, we will close this thread. If you need any additional information, please submit a new question as this thread will no longer be monitored.

  


Regards,


Andres P.

Intel Customer Support Technician


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