Problem with ARC770 16 GB (asrock)

[Anindito]

Dear Intel,

I own an ARC770 16 GB from Asrock for about two months , so far so good until I try to play Jurassic world evolution 2. The screen is start tearing flashing, artifacts all over the display. Starting from the setting menu and of course into the gameplay itself.

I recorded the problem via arc driver/software.

Also included the video and hardware list

in the attachments

Best regards

Anindito

[RobbieR_Intel]

Hello Anindito,

Thank you for providing the video and hardware details; this helps us a lot in troubleshooting. To get a clearer picture, could you let us know:

Do you encounter similar issues in any other games or applications?

Is Resizable BAR (ReBAR) Enabled in BIOS?

Is adaptive Sync or G-Sync Enabled on your Monitor?

We look forward to your response!

Best Regards,

Robbie R.

Intel Customer Support Technician

[Anindito]

Hi, I haven't played many other games, but Elden Ring and Cyberpunk seems running good (haven't seen any glitch/problem visually)

Yes, Rebar is enabled (checked via intel driver software)

Adaptive sync/gsync is not enabled (samsung G3 monitor)

thanks for the response

[Anindito]

The problem still persist, tried to re-install the game and no avail.

annoyingly about the intel Arc control is always stating my driver up to date, while there is a new update today, so I'll try the update and find out. hopefully its gonna solve the problem.

[RobbieR_Intel]

Hello Anindito,

Thank you for the detailed update, and it's great to hear that Elden Ring and Cyberpunk are running well. 

Please answer the additional questions:

Since there was an update available, were you able to update your Graphics Driver to the latest available version? If so, does the issue persists?

Have you noticed any unusual GPU temperatures during gameplay?

Upon checking your System Report Log it seems that your BIOS is currently outdated, please update your BIOS to the latest version, please see ASRock > B650M-HDV/M.2 for the latest BIOS Version.

I have also noticed that your Intel Arc GPU is currently installed on your PCIE3 slot. Kindly install it instead on PCIE1 as this will help maximize your Intel Arc GPU's performance.

For more information regarding this, please see Intel® Arc™ A-Series Graphics – Desktop Quick Start

If you have further questions, please feel free to ask.

Best Regards,

Robbie R.

Intel Customer Support Technician

[Anindito]

Hi, sorry for late reply I updated to the latest driver 32.0.101.6297 but haven't re-installing the game again ( re downloading it take long time since I forgot to backup the steam installation, but I will do it asap)

regarding BIOS, yes Im aware of that but still hesitated to update, since everything else run normal.

And I am shocked that my GPU read as in PCIE 3 since I'm installing it right on PCIE 1. Yet the system is noticing it as PCIE 3 , where do I make that mistake ? please kindly inform me.

Thank you so much

[RobbieR_Intel]

Hello Anindito,

I hope you had the opportunity to review the information I posted. At your earliest convenience, please let me know so we can determine the best course of action to resolve this matter efficiently.

Best Regards,

Robbie R.

Intel Customer Support Technician

[Anindito]

I reinstalled the game with the latest driver 6299, the problem still persist.... the artifact covering all the screen like the video I sent days before... 

[RobbieR_Intel]

Hello Anindito,

Thank you for your response. I understand that you've tried the driver version 32.0.101.6299 and yet the issue still persists. 

Your hesitation to update your BIOS is completely understandable. However, it might be necessary, given the PCIe detection issue.

Also to confirm, have you perform a Clean Installation of the GPU drivers using Display Driver Uninstaller(DDU)?

Please try the following recommendations:

Kindly double check your BIOS settings for PCIe configuration and set it to Auto or PCIe 4.0. If the issue persists, please perform a BIOS update.

Also the video attached are currently unavailable now, Kindly reupload the Video in .7z format.

We look forward to your response!

Best Regards,

Robbie R.

Intel Customer Support Technician

[Anindito]

Hi, Finally I updated my bios to the 3.10 of my asrock MoBo, but the problem still there, GPU read still in PCIe bus 3 and ofc the game itself (jurassic world 2 still unplayable with all those graphical artefact and glitches) 

I attached my previous video capture but please ignore the driver version, I updated to the latest but the problem is still the same.

Also I've done the clean driver installation using DDU from 3d guru

mobo chipset driver also reinstalled to the latest version

try moving the gpu from the first slot to the second and back to the first slot again

Thank you

Dito

[RobbieR_Intel]

Hello Anindito,

Thank you for response and updates. It is great to know that you have already updated your BIOS. 

I would like to confirm if you have checked your BIOS settings for the PCIe configuration, is it set to Auto or PCIe 4.0?

Upon checking the .zip files that were sent, I am unable to see the video. Would you be able to upload these said videos and compressing it using .7z format?

I look forward to your response!

Best Regards,

Robbie R.

Intel Customer Support Technician

[Anindito]

Dear Robbie R.

Thanks again for the follow up, I reupload the video, again ignore the driver version on the video since I updated it to the latest but the problem is the same.

And I set to auto on my PCIe setting.

I also contacted the asrock customer support, their reply is:

" the PCI bus number does not indicate which PCIe slot it is installed on the motherboard.

It has to do with line design and resource allocation.

If you want to check the graphics card function, we recommend using GPU-Z to check it. "

and this is my GPU Z result, they replied back saying my gpu work normal 

Thank you so much

  

[RobbieR_Intel]

Hello Anindito,

Thank you for sharing additional details, the GPU-Z results and the information from ASRock's support team. I appreciate your patience and effort you've put into troubleshooting so far.

I will need additional time to review this case thoroughly. Rest assured, I will get back to you as soon as I have more information or a resolution.

Best Regards,

Robbie R.

Intel Customer Support Technician

[RobbieR_Intel]

Hello Anindito,

Thank you for your patience. As we will replicate the issue, kindly answer the additional following questions:

• What platform are you using to play the game? (Steam, Epic Games, etc)
• What are your game settings? Kindly provide screenshots.

Upon further checking the files that you have sent, it seems that the files are empty. Would it be possible for you to use .7z instead of .rar?

I look forward to your response!

Best Regards,

Robbie R.

Intel Customer Support Technician

[Anindito]

Hello and thank you for the follow up

I try to upload the file but get this warning

Correct the highlighted errors and try again.

• The attachment's 002.7z content type (application/x-7z-compressed) does not match its file extension and has been removed.
  The attachment's 003.7z content type (application/x-7z-compressed) does not match its file extension and has been removed.
  The attachment's 004.7z content type (application/x-7z-compressed) does not match its file extension and has been removed.

 thus I ended up converting to mp4 instead, hopefully its working

My game mostly come from GoG (good old game) 

Thanks

Anindito

[RobbieR_Intel]

Hello Anindito,

Thank you for re-uploading the requested Video. Please provide the Game Settings as well so that we may replicate the issue accurately. 

I look forward to your response!

Best Regards,

Robbie R.

Intel Customer Support Technician

[RobbieR_Intel]

Hello Anindito,

I wanted to check if you had the chance to view the reply I posted. Please let me know at your earliest convenience so that we can determine the best course of action to resolve this matter. 

Best regards,

Robbie R.

Intel Customer Support Technician

[RobbieR_Intel]

Hello Anindito,

I have not heard back from you so I will close this inquiry now. If you need further assistance, please submit a new question as this thread will no longer be monitored.

Best Regards,

Robbie R.

Intel Customer Support Technician