Intel Arc A770 no longer detected by device manager

[YuriAJones]

Summary: Device manager can no longer detect my Intel Arc A770 gpu. 

I have attempted to uninstall and then reinstall the drivers. I've used DDU and tried it manually as well. To no avail.

I've reseated the GPU to a new slot. No change.

I updated my BIOS (Aero Z790 motherboard). No change.

On the Driver and Support Assistant site, it seems like the GPU is detectable there, but there's no sign of it in System Information either.

Screenshot from Driver & Support Assistant

I tried to update the drivers via the Assistant, to no avail. 

Background:

The GPU worked fine for weeks on this new build. I recently downloaded a new game (Black Myth: Wukong) and everything seemed fine on the highest settings.

After completing Chapter 1 in the game, I attempted to get into Chapter 2 and that's where I experienced my first GPU crash. The message was: "A D3D12 device crash has been detected."

Screenshot of full error message

This error persisted, regardless of reducing graphics settings within the game. I eventually went online and tried out a few suggestions, including updating the GPU drivers. 

This is when I encountered my current issue.

At some point while troubleshooting the crash, I attempted to uninstall and reinstall the drivers for the GPU, but I observed that my system was registering the device as only 1GB adapter RAM (I have the 16GB version of the Arc A770).

After another attempted at reinstalling, I observed that my system wasn't detecting the device at all. What appears in both Device Manager and System Information is Microsoft Basic Display Adapter, one instance of which, has an error (the same thing is shown on the Intel Driver & Support Assistant site.)

Screenshot of Device Manager and the error

At this point I have no idea what to do.

I reached out to the game's support (no answer yet) before my PC stopped detecting the device.

I am reaching out to you now, with the hope that you can help me out.

Regards,

Yuri

[ACarmona_Intel]

Hello YuriAJones,

Thank you for posting in our communities.

May I know when the issue started? And also, please generate an SSU report to help me further analyze important details on your system, such as the OS build number, graphics driver version, complete model of your system, etc. To generate the SSU report, please refer to the article: How to Use the Display Driver Uninstaller (DDU) to Uninstall an Intel® Graphics Driver. Please send us the generated SSU.txt file.

Best regards,

Carmona A.

Intel Customer Support Technician

[YuriAJones]

Hi Carmona,

Thanks for responding. I was eventually able to get this sorted through contact with one guy at Sparkle. My GPU is the Sparkle Intel Arc A770 OC Titan.

Eventually I was able to get my PC to see and recognize the GPU, but the problem evolved: I was unable to update the drivers. In fact, the Intel Graphics Driver Installer would extract to 100% but did not complete execution, regardless of which driver I attempted to install.

Long story short, with Evan's help (the guy from Sparkle) I had to take several measures, including:

• Disable 'secure boot' in the BIOS
• Open a Command Prompt window 'as administrator' and run - bcdedit.exe /set nointegritychecks on
• Select 'NO' for the Device Installation Settings (Start > Settings > System > About > Advanced system settings > Hardware)
• Click 'Modify' and 'Repair' in Microsoft Windows Desktop Runtime (Start > Settings > Apps > Installed Apps)

After doing all these, I was able to run the driver installer all the way through for the first time.

The GPU is now working as it should.

Regards,

Yuri

[E-Rex]

Bumping this as this just happend to me as well with the A770 LE.

Tried updating the driver which blackscreen-shutdowned the PC during the install process, afterwards I could not get the driver past the extraction screen.

The solution that Yuri posted worked!

Best regards!

[YuriAJones]

E-Rex,

I'm glad to hear this worked for you.

Regards,

Yuri

[ACarmona_Intel]

Hello YuriAJones,

Thank you so much for the update and for even sharing the resolution that has fixed the issue in our case.

This will definitely help our other community members if they're having the same issue like we have.

By the way, it seems that I will no longer be of assistance to you; therefore, I will now be closing our case today. Just in case you want to post another query in the future, please submit a new question on our community: https://community.intel.com/, as this thread will no longer be monitored.

Thank you, and I'm glad to hear that your issue has already been resolved.

Best regards,

Carmona A.

Intel Customer Support Technician