Intel DG2 Arc A380 Linux black screen after Suspend

[markss]

Just acquired a Linux Mint Cinammon PC because I want to move my company away from Windows.  All good except the PC screen remains dark coming out of Suspend (sleep) even though I hear the PC restart.  My supplier advises this likely to be a bug because the A380 is a new product.  He notes the issue also occurs on Windows.  

I intend to have a quantity of Linux PCs built with a dependable spec. FYI I have noted a similar report to Intel and numerous similar issues with NVIDIA on Linux forums.

Are you aware of this as a development bug?

My spec is:

Linux Mint 22.2 Cinnamon version 6.4.8

Linux kernel 6.14 0-36 generic

AMD Ryzen 5 5500 GT with Radeon Graphics x6

Asrock MB B450M Pro4 R2

Intel DG2 Arc A380

Thanks in advance.

[JeanetteC_Intel]

Hello markss,

Thank you for posting in Intel Communities regarding the suspend/resume issue with your Intel Arc A380 on Linux Mint. I understand this is concerning, especially as you're planning to deploy multiple systems with similar specifications for your company.

To better assist you and investigate this issue thoroughly, could you please provide the following additional information:

1) Please share an SSU log file so I can further check the system configuration that may have an effect on this issue.

• Download the Intel® System Support Utility for Linux* operating system
• Intel® System Support Utility Process

2) What power supply unit (PSU) are you using?

3) Are you using a single or multiple monitor setup?

• If multiple display, how many displays are configured?
• How is it connected? (direct cable such as HDMI to HDMI, etc. or using adapter/converter/docking station)
• Share your monitor make/model and its specifications page.

4) Does this happen every time the system goes into suspend, or only occasionally?

5) How long does the system need to be in suspend before the issue occurs?

6) Have you tried different methods to wake the system (keyboard, mouse, power button)?

7) Have you modified any power management settings in Linux or BIOS?

This information will help us determine whether this is a known issue and identify potential workarounds or solutions for your deployment.

Looking forward to your reply.

Best regards,

JeanetteC.

Intel Customer Support Technician

[markss]

Hi JeanetteC

I'm getting a "not supported" result to the ssu.sh file load even after installing further dependencies (see attached).

To answer your other questions:

Power supply is BeQuiet 450 w bronze 

Single monitor (I have tried two different ones)

Happens every time Suspend is used

Fault occurs immediately on shut down and attempt to reactivate

Have tried all known mouse and key variations including Ctl + backspace which someone suggested fixed their Nvidia screen issue

No modification of BIOS since delivery of PC

regards

Mark

[JeanetteC_Intel]

Hello markss,

Thank you for the detailed information and the attachment showing the "not supported" result with the ssu.sh file. I can see you've provided comprehensive details about your system configuration and troubleshooting attempts.

I've noted the following from your update:

• BeQuiet 450W bronze power supply
• Issue occurs consistently with suspend function
• Fault happens immediately upon shutdown/reactivation attempts
• Various keyboard/mouse combinations tested
• No BIOS modifications since delivery

Let me proceed with checking internally for now and get back to you with appropriate next steps. I'll keep you updated on our progress and should have a response for you soon.

Best regards,

JeanetteC.

Intel Customer Support Technician

[markss]

Thank you, Jeanett,

Mark

[JeanetteC_Intel]

Hello markss,

Thank you for reaching out regarding this issue.

After reviewing your setup, I noticed a couple of factors that may be contributing to the problem you're experiencing:

1. Your current 450W power supply falls below the minimum requirements specified in the Intel® Arc™ Graphics – Desktop Quick Start Guide.
2. Intel Arc GPUs officially support Windows and Ubuntu operating systems.

These configuration differences from our recommended specifications could be impacting your system's performance and stability.

Best regards,

JeanetteC.

Intel Customer Support Technician

[JeanetteC_Intel]

Hello markss,

Were you able to check the previous post? 

Let us know if you have any questions. 

Best regards,

JeanetteC.

Intel Customer Support Technician

[markss]

Hi JeanetteC

Thanks for your update on my query.

1. Have checked with the company that built my PC. Their comment on the PSU is as follows:

"They (Intel Support) incorrectly provided the technical requirements for a B580, not the A380 - one is a mid range 200W gaming card while the other is a slot powered 50-70W device 🙂

Here's your cards official spec sheet from Sparkle: Sparkle Intel Arc A380 Elf which state a min 350W PSU (450W is ample with 70W max via the slot for the A380 and 70-90W from the rest of the system - the CPU itself is rated for 65W)."

So, it is not the CPU causing the fault.

2. The supplier of my PC and I have looked at six reports on forums across the Internet where the B580, GTX 980, and RX 570 have had similar issues at launch.

A couple of work arounds have been suggested that do not fix the issue in my case. The consensus of opinion seems to be: (a) it might be a driver or firmware issue on the A380 that will get fixed eventually with an update and (b) Linux code version updates can take up to a year to catch up with updates for new types of hardware.

Conclusion: Ad hoc patches to the Linux system will not help as a quantity of additional PC builds are being anticipated. It's not just the matter of fixing this PC temporarily.

I think the best thing is to monitor the situation over the next year and see if future updates solve the problem. Meanwhile, in the short term, we go with a more tried and tested GPU for current builds.

Thanks for your help so far.

Mark.

[JeanetteC_Intel]

Hello markss,

Thank you for the comprehensive update and for collaborating with your PC builder on this investigation.

You're absolutely correct about the PSU specifications - I apologize for the confusion. I mistakenly referenced the general power requirements page without realizing you have an OEM A380 unit. The page does state "Power supply requirements may vary; check the manufacturer for specific details," and the 600W requirement only applies to the Intel® Arc™ A770 and A750 Limited Edition Graphics cards, which require two PCIe power connectors. Your 450W PSU is indeed adequate for the A380.

It is also noted that Linux mint is not officially supported and not even indicated in the spec sheet 20240202115530836.pdf

If you want to continue troubleshooting with us, it is recommended to switch to Windows and Ubuntu.

I appreciate your thorough research with your supplier. Your findings about driver/firmware compatibility issues with Linux align with known challenges where Linux support often lags behind new hardware.

Your decision to monitor the situation while using established GPUs for current builds makes perfect sense given your upcoming projects.

I'll document this case for our development team - this information will help improve Linux compatibility for Arc graphics cards.

Thank you for your patience and investigation. Please reach out if you need any future assistance.

Best regards,

JeanetteC.

Intel Customer Support Technician