Intel Arc Driver 6987 & 6989 - CapCut PC Fails to Use GPU for Video Export

[jalalkun]

 

Hello Intel Community,

I am writing to report a specific issue with the recent Intel Arc graphics drivers, versions 31.0.101.6987 and 31.0.101.6989, concerning the video editing software CapCut for PC.

With these two latest drivers, CapCut no longer utilizes the Intel Arc GPU for hardware acceleration during video exports. The entire workload is shifted to the CPU, resulting in 100% CPU usage and significantly longer export times.

System Specifications

• GPU: Intel Arc B580

• CPU: Amd Ryzen 5 8600G

• OS: Windows 11 Pro 24H2 26100.4946

• CapCut Version: v6.9.0

Issue Description

• Expected Behavior: When exporting a video from CapCut, the task should be accelerated by the Intel Arc GPU's encoder, leading to fast export times and high GPU usage (specifically in the "Video Encode" section of Task Manager).

• Actual Behavior (with drivers 6987 & 6989): During video export, the Intel Arc GPU remains idle (8% usage). The CPU usage jumps to 100% and handles the entire encoding process. This indicates a failure of hardware acceleration.

Troubleshooting and Confirmation

To confirm this was a driver issue, I performed a clean driver rollback.

1. I completely uninstalled drivers 6987/6989 using DDU (Display Driver Uninstaller).

2. I then performed a clean installation of the older driver, version 31.0.101.6972.

With driver 6972, the problem is completely resolved. CapCut once again uses the Arc GPU for video exports, and performance is back to normal.

This test confirms that a change introduced in drivers 6987 and 6989 has created a compatibility issue with CapCut's hardware acceleration feature.

Could the Intel driver team please look into this regression? The older 6972 driver is stable for this use case, but I would like to be able to use the latest drivers for other game and application improvements.

Thank you for your time and assistance.
 

driver version 6972

[RandyT_Intel]

Hi @jalalkun,

Thank you for posting here in our community. To effectively diagnose and address the issue you're experiencing, I kindly ask you to provide detailed responses to the following questions. This information will help us isolate the problem and determine the most appropriate course of action.  

• Please provide the SSU log report and share it here so I can review your system's configuration. 
• Where did you download the software? Please specify the platform and provide the download link if possible.
• Kindly share some screenshots and recordings of the issue so we can replicate and check on our end, recreate the issue if possible.

Once you provide the requested information, we’ll proceed with the next steps. Looking forward to your response!  

Regards,  

Randy T.  

Intel Customer Support Technician  

[jalalkun]

Hello @RandyT_Intel 

Thank you for the quick response and for escalating this issue to the engineering team. I really appreciate it.

Yes, I can confirm that all my tests, including the one with the latest 7026 driver, were performed after a complete driver removal using DDU to ensure a clean installation.

Unfortunately, even with that procedure, the issue of CapCut only using the CPU for exports still persists with the 7026 driver. The problem is only resolved by rolling back to driver 6972.

I'm downloading Capcut software from https://www.capcut.com/ 

Export any video project, not into a specific project.

[RandyT_Intel]

Hi @jalalkun,

Thank you for sharing this information. I will begin investigating the issue and attempt to replicate it on our end. I'll post an update here or notify you directly once there are any developments. If I need further details, I'll reach out to you here. I appreciate your patience as I work on this matter. 

Regards,  

Randy T.  

Intel Customer Support Technician  

[RandyT_Intel]

Hi @jalalkun,

To help resolve this issue, please perform the following steps:

• Update Your Graphics Driver:
  • Please update your graphics driver to version 32.0.101.7028 WHQL Certified (Latest)
  • Important: Before performing this update, I strongly recommend using DDU (Display Driver Uninstaller) to completely remove your current driver installation
• Test CapCut Again:
  • After the driver update, please test CapCut again and let me know if the issue persists
• Additional Testing (if issue continues):
  • Try exporting with different video formats and codecs
  • If possible, test with alternative video editing software (such as DaVinci Resolve or Adobe Premiere) to help isolate whether this is software-specific)

Please let me know the results of these tests, and I'll continue working with you to resolve this issue.

Best regards, 

Randy T.  

Intel Customer Support Technician  

[jalalkun]

Hello @RandyT_Intel ,

Thank you for your continued attention to this matter. I have a significant update on this issue.

I have now tested the latest available driver, version 31.0.101.7028, and after further testing, I believe I have isolated the problem: it appears to be specific to the AV1 codec within CapCut.

Here are my findings:

• When exporting with the AV1 codec in CapCut: The issue persists on driver 7028. The export process defaults to 100% CPU usage, and the Arc GPU's hardware encoder is not utilized. I have tried this with different projects, and the result is the same.

• When exporting with the H.264 (AVC) codec in CapCut: The hardware acceleration works perfectly. The Arc GPU is utilized as expected, export times are fast, and everything functions normally.

To investigate further, I tested AV1 hardware encoding in another application, DaVinci Resolve. With the same 7028 driver, exporting a project using the AV1 codec in DaVinci Resolve works flawlessly and uses the Arc GPU's hardware acceleration without any issues.

I hope this new, more specific information is helpful for the engineering team in pinpointing the exact cause of the problem.

Thank you for your continued support.

[RandyT_Intel]

Hi @jalalkun,

Thank you for the updates.

I’ll verify these findings on my end and will post an update here once more information becomes available.

Best regards, 

Randy T.  

Intel Customer Support Technician  

[RandyT_Intel · Accepted solution]

Hi @jalalkun,

Thank you for your patience while I investigated this matter. I wanted to provide you with an update on my testing results.

I conducted comprehensive replication tests using our B580 graphics card with multiple driver versions to reproduce the issue you reported:

• Driver version 32.0.101.6790
• Driver version 32.0.101.6972
• Driver version 32.0.101.6989
• Driver version 32.0.101.7028 (latest)

During my testing, I did not experience any issues with any of these driver versions. To ensure accuracy, I performed a complete DDU (Display Driver Uninstaller) cleanup before installing each driver version and also disabled the integrated graphics on our test processor.

Please find the attached screen recording that demonstrates my testing process for your reference.

To help resolve your issue, I recommend performing a complete clean driver installation:

1. Enter Safe Mode on your system
2. Run DDU (Display Driver Uninstaller) to completely remove all existing graphics drivers
3. Restart your system normally
4. Install the latest graphics driver version 32.0.101.7028 with a fresh, clean installation

Please ensure your system's integrated graphics are disabled during this process for optimal results.

If you continue to experience issues after following these steps, please let me know immediately so I can investigate further and provide additional assistance.

Thank you for your cooperation

Best regards, 

Randy T.  

Intel Customer Support Technician  

[jalalkun]

I wanted to provide a quick update on the Intel Arc driver and CapCut issue I reported earlier.

After trying again, the problem seems to be resolved now. I followed the recommended steps for a clean driver installation and everything is working perfectly with driver version 32.0.101.7028. CapCut is now able to utilize the GPU for video exports as it should.

Thank you so much for your attention and support. I truly appreciate all the responses and suggestions given.

[RandyT_Intel]

Hi @jalalkun,

Thanks for the update! I'm glad to hear the issue with the Intel Arc driver and CapCut has been resolved after the clean installation of driver version 32.0.101.7028.

Since everything is now working as expected, I'll go ahead and mark this thread as closed. Please feel free to reach out if you need any further assistance in the future! 

Best regards, 

Randy T.  

Intel Customer Support Technician