Problem with rendering screen resolution

[DiCapo]

Hello
I recently bought an Intel Arc A380

And in the beginning i had problems with the picture black out but i found here an resolution about that my system is old and i had to change from uefi to legacy so that to work ... And on the latest stable drivers there was a freeze on the screen which was a known issue but the latest beta drivers 31.0.101.4382
Fixed that issue
But there is one issue which still remains and it bothers me alot

Every time when i open a an app(web browser mostly) or an popup on the notification always my tv shows the resolution input from hdmi and thats bothering ... With my old graphic card which was nvidia 660ti i didnt had those problems
I changed the Hdmi cable i bought a new one but the result is the same

The TV model is
Sony Bravia Kd-49XG7096

I tried every poasible thing which i could do chaged the retro scaling type no matter which one i choose the result is the same
Tried to change the hdmi port on tv still the same results


As you could see on the attachment what i am talkimg about ... That popup on the tv i get everytime i open some app or when i browse the web when i open a new link on the page it shows that ... And its annoying

Thank you for your time
I wish you a nice day
Best regards

[Alberto_R_Intel]

DiCapo, Thank you for posting in the Intel® Communities Support.

We are sorry to hear about this issue and we will be more than glad to assist you with this matter. 

We will do further research on this topic in order to try to find a possible solution for this scenario. For us to be able to do that, please attach the SSU report so we can verify further details about the components in your platform, check all the options in the report including the one that says "3rd party software logs":

https://www.intel.com/content/www/us/en/support/articles/000057926.html

Any questions, please let me know.

Regards,

Albert R.

Intel Customer Support Technician

[DiCapo]

Hello Alberto_R_Intel

Thank you for your quick answer here the report of SSU which you asked i hope you understand what is my problem 

i took anothe picture of it to get it more clear what i am talking about ....

sorry for my english is not my native language 

but i did some testing but not for too long but it seems as a workaround is to disable the "HD Audio Driver for Display Audio" on the device seems to "resolve" this issue not pop up on the screen but thats not a solution because I need the sound

It seems that the issue is with the sound drivers of the card (HDMI)

thank you for your time

have a nice day

[Alberto_R_Intel]

Hello DiCapo, Thank you very much for providing that information and sharing the files.

We will now do further research on this subject. As soon as I get any updates, I will post all the details on this thread.

Regards,

Albert R.

Intel Customer Support Technician

[DiCapo]

Thatnk you for your answe
I hope i would get some positive and concretw answers after you do the reseaech not some random generic answer 🙂

Thank you for your hard work
Have a nice day 🙂

[Alberto_R_Intel]

DiCapo, You are very welcome, I just received an update on this matter.

While we are still working on this topic, we just wanted to let you know, this might be a symptom of the display (TV) momentarily losing connection with the GPU.

Based on that:

Could you please check with a different HDMI cable?

Some TVs have HDMI CEC (Consumer Electronics Control) feature, so please check if this option can be disabled on the TV and then test it.

Check if using a different HDMI port on the TV makes any difference.

Additionally, in order not to provide false expectations, it is important to mention that if after trying the troubleshooting steps suggested previously the issue persists, then the issue could be related to a compatibility problem with this TV. Taking that into consideration, we cannot guarantee full compatibility with every single device available on the market, and that is why it is best to test with a different display type/model.

Have a nice day.

Regards,

Albert R.

Intel Customer Support Technician

[DiCapo]

Thats unusual to be to the TV side because as I wrote in the first post with my old gpu i disnt have this kind of problem ....


I tried on different HDMI ports the results is the same
But i found out that it has to do with the sound drivers because i dont lose the Picture that is working fine...

To see what i am talking about and i hope you could replicate on another device TV(With HDMI) so the sound to go throught HDMI

Put a software which requires UAC and raise the volume so you could hear that the sound is not complete when you open the software with UAC

This is just an example

And play a media(youtube video.. or winamp) mute the volume of the media and then try again to open the software(which requires the UAC) and you will hear the complete sound

I found a temporary workaround at the moment to open a mediaplayer(winamp in my case) to play a media and mute the volume on the app only(to mute the volume on winamp)
And its not appearing anymore

This problem pstill persist even with the latest drivers available which are at the time of writting
Version 31.0.101.4502

I hope you could replicate the problem and to find a way so the device(Gpu) doesnt cut the sound connection with the attached device(TV)

Thank you
And have a nice day

[DiCapo]

Alberto_R_Intel
Thank you for your reply

Just to mention when you try to reproduce the bug make sure that you also try to reproduce with ReBar off

Thank you
Have a nice day

I hope you will keep me updated about the topic

Best regards

[Alberto_R_Intel]

DiCapo, Thank you very much for your response and for confirming those details.

We are sorry to hear the issue persists after trying the troubleshooting steps provided previously.

In that case, we will continue with our research on this matter and provide a response as soon as possible.

Regards,

Albert R.

Intel Customer Support Technician

[Alberto_R_Intel]

Hello DiCapo, I just received an update on this matter.

We just wanted to let you know that we are going to try to replicate this issue in our Intel® lab. For us to be able to do that, we just wanted to confirm if the following steps are correct:

1. Connect the Arc Card via HDMI to a TV.
2. Make sure volume on TV is high enough.
3. Start an application (e.g. Youtube video) that requires UAC (confirm if sound can be heard when you open the application that requires UAC)
4. Mute the volume on the application.
5. Close the application.
6. Start the Application again.

Expected result:

Sound can be heard once the app starts again.

Actual result:

Sound is not coming up immediately after the application starts.

Regards,

Albert R.

Intel Customer Support Technician

[DiCapo]

Well those steps you need to go

1. Connect the Arc Card via HDMI to a TV.

2. Make sure volume on TV is high enough.

3. Make sure there is not any app or browser is open(which could use the sound device) before proceeding to step 4

4. Start an application (e.g. Driver package file or anyother app) that requires UAC (confirm if sound can be heard when you open the application that requires UAC

4. The result is that the sound is not complete just the half of the sound is heard its noticable

5. You also need to try those steps with ReBAR off

I hope i was clear ... Not to open a media file and to try to replicate the problem 

Thank you for your answer and trying to figure out the problem

Best regards
Have a nice day 🙂

[Alberto_R_Intel]

DiCapo, You are very welcome, thank you very much for clarifying those steps.

We will now try to replicate the issue in our Intel® lab and provide the results as soon as possible.

Regards,

Albert R.

Intel Customer Support Technician

[DiCapo]

Thank you
I hope You will manage to replicate it
I would appreciate to keep me updated

Thank you
Best regards
Have a nice day

[Alberto_R_Intel]

Hello DiCapo, I just wanted to let you know that we are still working on this matter and trying to replicate the issue. As soon as I get any updates, we will let you know this thread.

We apologize for any inconvenicne.

Regards,

Albert R.

Intel Customer Support Technician

[DiCapo]

Thank you for keeping me updated

I hope you will manage to replicate the bug

I wish you all the best

Best regards 🙂

[Alberto_R_Intel]

DiCapo, You are very welcome.

Sure, as soon as I get any results I will post the updates on this thread.

Best wishes.

Regards,

Albert R.

Intel Customer Support Technician

[Alberto_R_Intel]

Hello DiCapo, I just received an update on this matter.

We just wanted to let you know that we are still working on this scenario and we will provide further updates as soon as possible.

Regards,

Albert R.

Intel Customer Support Technician

[DiCapo]

Alberto_R_Intel

Thank you for keeping me updated ...

If there is something i could do please let me know

Best regards
🙂

[Alberto_R_Intel]

Hello DiCapo, You are very welcome, I just received an update on this matter.

After following the steps you provided in order to reproduce the issue to confirm, if in fact, there is a driver issue, we could not replicate the problem, the sound works fine for us over HDMI.

In that case, we would suggest at this point, if it is possible, to test your device with a different TV make/model. Another option will be to check with the card manufacturer to evaluate RMA options as a last resort.

Regards,

Albert R.

Intel Customer Support Technician

[Andres_Intel]

Hello DiCapo,

Were you able to check the previous post?

Let us know if you still need assistance.

Best regards,

Andres P.

Intel Customer Support Technician

[DiCapo]

Sorry for late reply i didnt have much time because i am working now long hours thats why i couls reply you sooner

Yes i tried on another TV the results is the same 

Here i recored a short clip and you could hear the sound of the UAC its crippled (its the same situation about the notification which you get on the pc on the notification center) 

I have said this because on the UAC could see (hear) clearly that there is a problem with the sound drivers of the card.... And for the enngineers to be easier to see and to reproduce the problem so that they could start to debbug and find the problem where it comes from ....

Sometimes but not always even on youtube video the first second of the video there is no sound after that the sound comes

This is the youtube video how it should sound the UAC 

https://m.youtube.com/watch?v=Of7aCiiYCxE

And on the attachment the recorded clip is how it is with arc a380 through HDMI

Thank you