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Intel arc 750 stops visual to 2nd monitor through HDMI

ZayaStar
Novice
3,217 Views

Hello,

I want to say that I like the GPU so far, however after using it the last 3 weeks or so some issues have cropped up. I can deal with some glitches here and there (I'll list what I've experienced so far down below) but this is going to be about a particular weird bug or issue I have.

system setup below:

Motherboard: Asus Z790-M Plus D4

CPU: 13th gen,  i5-13600K

RAM: 32GB Corsair LP (low profile) ram 3200mhz, ran in quad channel.

GPU: Intel arc 750 8GB

OS: Windows 11 Pro, build 22621
Boot mode: UEFI

Resize-bar: Off (due to separate issue)

Displays: HP Omen 25" 1080p 144hz,  huion kamvas 12" 1080p 60hz

 

now to the actual issue, the issue is that whenever I go to a specific website and play any video on that website, now I am not sure if I'll get judged for it but it happens when I go to Crunchyroll (https://www.crunchyroll.com/) and try to view there, my entire 2nd monitor (which is also my drawing tablet) becomes jet black, the only way to fix this is to turn the display tablet off and then on. however it will happen without fail whenever I start a video on the site.

 

Turning it on and off is an easy workaround, but since it is connected via hdmi, and my main monitor is through DP, it will have issues when it detects that another display is plugged in. once I turn it on it will flicker (and so will the main monitor) for a few seconds 2-3 times then it will work, it seems like it might reconfigure itself when it detects a new display connection? not sure.

 

Regardless is there anything that can be done to fix the problem where my display just stops working? I can confirm that everything is still connected like it should and I know the tabs I have open on my 2nd monitor is still on the 2nd monitor. That usually means it hasn't disconnected the display.

I am more than happy to provide information if needed. there are also other issues I got but this is the most tedious one to bear with.

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10 Replies
Hugo_Intel
Moderator
3,175 Views

Hello ZayaStar


Thank you for posting on the Intel Communities. I am sorry that you are experiencing issues with your multiple monitor setups using your Intel® Arc™ A750 Graphics. Please do the following steps to isolate this issue:


  • Test each of the monitors individually and check if the same issue happens.
  • If possible, test another regular monitor in your multi-display setup instead of the tablet monitor.


Also, please share with us the following information:


  • How is the tablet connected to the GPU? Do you use any type of adapters?
  • Create a log file with the Intel® System Support Utility and attach it. 
  • With both monitors connected, create a system report following these instructions. Only use the instruction under Intel Graphics Command Center (Intel GCC) :

Report for Intel® Graphics Drivers


Best Regards,


Hugo O.

Intel Customer Support Technician.


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ZayaStar
Novice
3,144 Views

here are the steps I've done

I've tested both monitors individually, it only happens to the display that has HDMI and I have noticed it seems to be when the GPU driver crashes, I got a ticket open as well for this (ticket number 05796048) but I have noticed it is not only by visiting the website now.

 

As long as I got 2 displays connected, 1 is through HDMI and one is through DP, the one through HDMI will occasionally crash, almost like the display driver just crashes completely, this happened a few times in games as well now. Though it seems more prevalent the longer the machine is turned on.

 

If I only use my primary display, the one with DP, all is fine, it is as long as I got 2 displays plugged in, or only the HDMI alone, however I got a video on the problem if need be.

 

currently my GPU crashed and now it is trying to deal with windows 11 and the "classic" layout of windows as it momentarily switches between that, I'll see if I can capture that.

 

regardless I think the issue might be that the driver crashes, though i got no idea how to check that as both displays went dark at that time.

 

below is a timeline, I have also video proof on how it occurs as well as an SSU

timeline:

1. usually when watching stuff on the website, have to leave the website to have the display recover or turn it on and off

2. tested displays individually, DP one does not exhibit this issue, but the hdmi one does, even if it is standalone

3. The cable to the display is a 3-in-1 cable, with HDMI, AC and USB, since the main function is drawing or digital art.
4. Now I am experiencing the issue sometimes when launching games, most notably D11 games but I can play the game after it recovers, just need to relaunch it.

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ZayaStar
Novice
3,126 Views

So I can confirm that this is the IGFXND crashing as it has happened very much lately, today I've had multiple crashes, just by playing a game and having youtube on the other monitor, I have not tried it in DX9 mode yet. but it seems very consistent as it happens with most DX11 applications so far. So... I got the XML files from event viewer to reference to, as well as a report from IGCC (intel graphics control center)

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Hugo_Intel
Moderator
3,115 Views

Hello ZayaStar


Thank you for all the information you have provided. I see you mentioned you have a video about this issue, it will be very useful if you can attach it so we can check it.


Please also, try the following:


  • Go to your motherboard manufacturer's website and update your BIOS to the latest version. The latest version seems to be 0810.
  • If possible, please test another regular monitor along with your HP monitor and check if the same issue happens.


Best Regards,


Hugo O.

Intel Customer Support Technician.


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ZayaStar
Novice
3,093 Views

Hello Hugo,

 

I've done as instructed the issue is still there and well... it happened a few more times since yesterday

 

the MB has been updated to the latest firmware and it is still happening, this also happened without my 2nd monitor connected.

 

May I give a link to where the videos are? https://drive.google.com/drive/folders/1zDTh7xGicGDilgIFlUDC5NLzW_Ueo2gv?usp=share_link this is where the video files are

 

apparently I cannot share the dmp through this post

 

Please tell me if there is anything else you wish to know

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Hugo_Intel
Moderator
3,062 Views

Hello ZayaStar


We were not able to access the video, Can you please make it publicly available or share a new link?


Also, Were you able to test another regular monitor (not the tablet) with a native HDMI or DisplayPort connection on your system, and did the same issue happen?


Best Regards,


Hugo O.

Intel Customer Support Technician.


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ZayaStar
Novice
3,057 Views

Hello, I talked to an agent over the phone, but it acted the same with just one display causes this same issue, and it is then through a DP connection, I can see if I can make the video public, it might be in this link https://mega.nz/folder/xcJSBZBL#VXrCEXto7bloBy1oMl2L8A I sent it in here instead not sure if it is possible to see it now.

long story short though, the agent I talked to on the phone said I should take it back to the retailer, as it seemed to be a hardware issue since it became more and more frequent and checked my specs and all was in order for it. Also explained TS steps, but here you should see the video files, I can upload the dmp file as well if you want.

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Hugo_Intel
Moderator
2,978 Views

Hello ZayaStar


Thank you for sharing the video with us we were able to watch it, however, based on your comments we would like to make sure you still have the ARC GPU and table with you or if you returned any of those for warranty replacement. Please let us know.


Best Regards


Hugo O.

Intel Customer Support Technician.


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ZayaStar
Novice
2,936 Views
I do not have the GPU anymore I sent it to the retailer yesterday, I apologise, but it sadly got to the point it wasnt feasible to use daily. However I can confirm that all the troubleshooting and information I've given is accurate, if that helps any
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Hugo_Intel
Moderator
2,904 Views

Hello ZayaStar


Thank you for letting us know as well we apologize for the inconvenience as we understand that you needed the GPU to work flawlessly.

Since the ARC GPU is no longer available for troubleshooting we will be closing this thread, if you need further assistance feel free to open a new topic as this thread will no longer be monitored. Thank you for your understanding.


Best regards,


Hugo O.

Intel Customer Support Technician.


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