Intel Arc A380 not using video encoding cores while encoding

[ANT83]

I have 2 GPUs Nvidia 3080 TI as Main and the Intel Arc A380 as Secondary.

while streaming or recording I noticed the Intel Arc A380 not using video encoding cores while encoding instead its always using the 3D cores and this effects the streams / recordings performance. This doesn't seem to matter even if I'm using the quick sync or AV1 options.

also im using the newest Drivers, 31.0.101.4826.

any thoughts?

[Andres_Intel]

Hello ANT83,

Thank you for posting on the Intel®️ communities. I understand how frustrating is to know that the Intel® Arc™ A380 Graphics is not using the desired cores, I will be more than happy to help you.  

To understand the issue in a better way, please answer the following questions: 

• What software do you use for recording and streaming?
• What tool do you use to check what cores the GPU is using?
• Did you notice if the issue also happens with older driver versions?
• To check your system environment, attach the report for the following tool Intel® System Support Utility for Windows (SSU), you can find the steps on the link How to get the Intel® System Support Utility Logs on Windows. 

Regards,  

Andres P. 

Intel Customer Support Technician 

[ANT83]

Sorry for late reply Busy last few days.

• What software do you use for recording and streaming? - OBS for Streaming and recording
• What tool do you use to check what cores the GPU is using? - Task Manager, as it shows the usage of the gpus 3d and encode cores
• Did you notice if the issue also happens with older driver versions? - the card is newly installed so ive only ever had the newest drivers.

Log attached

[Andres_Intel]

Hello ANT83,

Thank you for your response and for providing us with the information requested.

I see in the Intel® SSU report, that your BIOS and graphics driver are not updated, please follow the steps below and let me know the results:

• To check if the behavior changes, clean install the graphics driver to version 31.0.101.4885 with Display Driver Uninstaller (DDU). For guidance, How to Use the Display Driver Uninstaller (DDU) to Uninstall an Intel® Graphics Driver.
• I noticed the BIOS version that is installed is F6b, we recommend having the system up to date for a good performance of the graphics card, update it to version F6c. For installation steps, contact Gigabyte.

Regards,  

Andres P. 

Intel Customer Support Technician 

[ANT83]

no change, other than a slightly lower frame drop in obs, it still seems to use more 3D cores over video encoding/processing.

[Andres_Intel]

Hello ANT83,

Thank you for your answer and for keeping us informed of the results.

This week we released a new graphics driver since you have the same behavior with the driver version 31.0.101.4885, please follow the steps below

• One more time, perform a clean installation with DDU, as you have done previously, but this time by downloading the driver version 31.0.101.4887. If you still need guidance, remember to use the article How to Use the Display Driver Uninstaller (DDU) to Uninstall an Intel® Graphics Driver.

Let me know if the issue persists.

Regards,  

Andres P. 

Intel Customer Support Technician 

[Andres_Intel]

Hello ANT83,

Were you able to clean install the graphics driver to version 31.0.101.4887?   

Let us know if you still need assistance.    

Best regards,   

Andres P.   

Intel Customer Support Technician 

[ANT83]

Hi

I eventually got round to reinstalling fresh yes, I used DDU to uninstall both my Nvidia card and Intel arc, and them installed the newest drivers for both.

Its not 100% completely working but when I did a test stream, and it was using the video codec cores and 3d cores this time but recording was still using only the 3D cores.

for now im happy with the results, unless you have any more ideas?

Thank You

Anthony Cole

[Andres_Intel]

Hello ANT83,

Thank you for your reply and for keeping me informed.

I will start with an investigation to provide you with more ideas as soon as possible.

Regards,  

Andres P. 

Intel Customer Support Technician 

[Andres_Intel]

Hello ANT83,

Thank you for your time. 

We still working on the investigation, and now we will try to replicate the issue, as soon I have the results I will let you know.

Regards,  

Andres P. 

Intel Customer Support Technician 

[ANT83]

Thanks for your continued support in this matter

I will try and make a video showing what happens in case it is in fact normal behaviour and I just did not describe it very well.

Regards

Anthony Cole

[Andres_Intel]

Hello ANT83,

Thank you for your response.

The video will help us a lot to try to reproduce the issue as accurately as possible, I will continue working on the issue replicated and at the same time I will wait for you to share the video.

Regards,  

Andres P. 

Intel Customer Support Technician

[Andres_Intel]

Hello ANT83,

Thank you for your patience.

I want to let you know that we are still working on the reproduction, we should have results soon. I will let you know as soon as I have them.

Regards,  

Andres P. 

Intel Customer Support Technician 

[Andres_Intel]

Hello ANT83,

Thank you for your time and patience.

We have completed the reproduction of the issue, so in this case, the issue you reported was not reproduced. We can see from the attached video that video encode 1(encoding cores) is being used, we started a video playback to make sure video encode is just decoding.

Let me know if this is what you are looking for, if your system has the same or a similar behavior to the one in the video, this is considered normal.

Regards,  

Andres P. 

Intel Customer Support Technician 

[Andres_Intel]

Hello ANT83,

Were you able to check if your system has the same or a similar behavior to the one in the video?   

Let us know if you still need assistance.    

Best regards,   

Andres P.   

Intel Customer Support Technician 

[Andres_Intel]

Hello ANT83,

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

Best regards, 

Andres P. 

Intel Customer Support Technician