New install of current driver--No Arc Control Panel

[DeanL]

I just installed an Arc A750 in my system--was running an Nvidia card before. I used DUU to remove the Nvidia driver (in Safe Mode), rebooted, installed the 4669 driver & rebooted again. The Arc Control Panel works in Safe Mode but is not working in a normal boot.

I tried just reinstalling the driver in Safe Mode....no change. Do I need to DUU uninstall the driver & reinstall again? Or is there something I'm missing that needs to be changed to make the Control Panel work?

[Hugo_Intel]

Hello DeanL

Thank you for posting on the Intel Communities.

I would advise giving Display Driver Uninstaller, one more chance but this time update to the driver we just recently released that also bundles with a newer version of Arc Control that can help with this issue. The driver version will be 31.0.101.4824.

If the issue persists, please let us know a few more details regarding Arc Control not working, like Is the software freezing or crashing. Is there any type of error message?

I would also, like to take a look at your system information to check if there is any hardware issue, we would a log file from the Intel® System Support Utility.

Best Regards,

Hugo O.

Intel Customer Support Technician.

[DeanL]

OK....I just used DUU to remove the driver & did the recommended remove the driver in safe mode, reboot & install the new driver normally. The installer reported everything was installed, but the ARC Control still will not start....There is no crash, it just won't even come up. I installed the Intel Graphic Control from the Microsoft Store & it works...so I'm at a loss.

With the previous driver the Arc Control worked in safe mode---do you want me to check that & record what the panel does if it works?

[DeanL]

System information

[DeanL]

Screenshot in safe mode.

[Hugo_Intel]

Hello DeanL

I see the issue is still present even after updating to the latest driver. Since the software works fine in safe mode it might mean there is a file or conflicting app in normal boot that is not letting Arc Control start, Could you please let us know what apps are running in the background right at startup or maybe in your tray icons?

Best Regards,

Hugo O.

Intel Customer Support Technician

[DeanL]

Startup & current running non-Microsoft processes (as of 2 mins into desktop)

[Hugo_Intel]

Hello DeanL

Thank you for sharing the screenshots. I don't see any service that might cause issues with Arc Control and from what I see the Arc Control process is running in the background so it is strange the UI does no come up. Allow me to check this with our team and will post back once I have the next steps for you.

Best Regards,

Hugo O.

Intel Customer Support Technician.

[DeanL]

Thank You!!

[Hugo_Intel]

Hello DeanL

Please let's try to remove the Asus Armory Crate from your system, you should be able to uninstall it from the Windows app& and programs menu. The Armory Crate sometimes can cause compatibility issues with the Arc Control Software, but also after uninstalling the Armory Crate check if there is any other similar software on your system like Nvidia Control Panel or similar that might cause interference with Arc Control.

If the issue still happens we would like to get the Arc Control logs from your system to take a deeper look at this problem, you can follow the instructions in the following article:

How to Get Log Files for Intel® Arc™ Control Logs

Best Regards,

Hugo O.

Intel Customer Support Technician.

[DeanL]

Well--"Try" is the correct word here...I'm currently with Armory Crate "Installed" & "Uninstalled" ---so that idea is sorta a bust....  It's looking like I will need to do a clean install without Armory Crate to test your idea.  In any case, I am including the logs...one shows that a "window" is started, but I do not see it.

[DeanL]

Also...I'm going to guess that a reinstall set the card up with the Windows Basic Display Driver.....is there any problem with just doing the Intel driver install over that?  I'm going to wait on the reinstall until I hear back on this.

[DeanL]

Edit: reinstall sets

[Hugo_Intel]

Hello DeanL

You can find instructions to uninstall Armory Crate on this link, however, if you are looking to do a clean installation of your Operating System that would be even better, in regards to your question there is no problem in installing the Intel Arc driver over the Microsoft's Basic Display Adapter since that is the regular process you will need to follow and it will not cause any conflict.

Best Regards,

Hugo O.

Intel Customer Support Technician.

[Hugo_Intel]

Hello DeanL

I wanted to check if you have had the chance to uninstall the Armory Crate software from your system or to perform the clean installation of your OS, let us know if Arc Control is still not coming up or if you need more time for testing purposes.

Best Regards,

Hugo O.

Intel Customer Support Technician.

[DeanL]

I've tried a couple of times to get Armory Crate COMPLETELY uninstalled...the uninstaller just hangs, so I will be doing a complete reinstall later this week. If I still run into problems with Arc Conrtol with a reinstall, I'll start a new topic.

Thanks.

[Hugo_Intel]

Hello DeanL

I understand you need some time to complete the reinstallation of the Operating System on your machine, so we will close this thread for now, do not hesitate to open a new thread in case the issue continues after the clean OS reinstallation we are moving than willing to continue assisting with this problem.

Best Regards,

Hugo O.

Intel Customer Support Technician.

[Hugo_Intel]

Hello DeanL

I just wanted to let you know that we can keep this thread open for a week or so so you can test and let us know the results after reinstalling Windows so you do not have to open a new thread. Let us know in case you want to keep this open for a little longer.

Best Regards,

Hugo O.

Intel Customer Support Technician.

[Hugo_Intel]

Hello DeanL

I wanted to check if you have been able to test your Arc Control with the clean installation of the Operating System and if it now works in a normal boot, or in case you need more time, please let us know.

Best Regards,

Hugo O.

Intel Customer Support Technician.

[DeanL]

Yes-a clean reinstall has the Arc control panel working normally....I'm going to reinstall the Asus software sometime in the next few days to see if they can live together in one computer...I'll leave this open until after Armory Crate is reinstalled to comment if it all works (really want Armory Crate to control the RGB).

[Jean_Intel]

Hello DeanL,

Thank you for the heads up. We are more than glad to hear that the Arc Control Software is now working. We understand that you would like to install the Armory Crate application, but please keep in mind that there may be an incompatibility issue affecting the Arc Control. You are more than welcome to share your experience in the tread. We will be waiting for you to reply.

Best regards,

Jean O. 

Intel Customer Support Technician