Random black screen caused by irisXe Max card

[Cjun]

Hi Experts

As subject said my computer random black screen when using recently,Since it is new machine which i brought in 2 months,configuration&reference materials as below attached.By GPU-Z trace the some parameters I find the VideoCard maybe ran with problem ,such as GPU Clock , Memory Clock  , GPU Temperature , Fan Speed  , GPU Load   will suddenly break through the limits in ordinary using(like browsing web pages&listening music or watching online 2K/4K video at these point of time 2025-12-21 20:13:57 2025-12-22 21:54:51 etc ).OS is newest Win11 25H2 and Drivers are update to date.could you help me to solve this problem ?very thanks!

             best regards! 

[KentRusselP_Intel]

Hi Cjun,

Thank you for reaching out to the Intel Community Forum. I appreciate your message and want to assure you that I’m here to assist you with your concern. To better understand the issue and provide accurate support, could you please share the following details:

1. Are you currently using any external monitors? If yes, what types of connections are you using (e.g., HDMI, USB-C, DisplayPort)? Could you provide the specifications of these monitors?
2. Have you attempted to roll back to a previous version of the graphics driver?
3. Were there any recent Windows updates or new software installations around the time the issue began?
4. When the screen goes black, does the system require a hard restart, or does it recover automatically? If it recovers on its own, how long does the recovery take?
5. Are audio or system sounds still audible during the black screen?
6. Do the black screen occurrences happen more frequently during specific activities such as video playback, web browsing, or when the system is idle?
7. What are the exact values you observe for GPU Clock, Memory Clock, Temperature, and Fan Speed when you notice the "limits are broken"? At what GPU load percentage do these anomalies typically occur?
8. What power plan settings are configured in Windows (e.g., Balanced, High Performance, Power Saver)?
9. Have you monitored CPU temperatures alongside GPU temperatures during these events?
10. Is the system well ventilated, and have you noticed any increase in fan noise before the black screens?

Additionally, to help us better understand your system configuration and provide accurate support, we kindly request that you share the Intel® System Support Utility (SSU) logs from your device. These logs contain important details about your hardware and software environment, which are crucial for troubleshooting.

Please follow these steps:

1. Download and run the Intel® SSU application.

2. The tool will generate a text file containing your system information.

3. Refer to this guide for detailed instructions: Help Guide for the Intel® System Support Utility

4. Once completed, please attach the generated file to your response.

If you have any additional questions or need further assistance, please don’t hesitate to contact us.

Best regards,

Kent Russel P.

Intel Customer Support Technician

[Cjun]

Hi Kent,
Many thanks for your reply.Please kindly reference the blow answers&attached item

(since some net reasons the reply delayed I found just now ,sorry!）
1.Yes, I connet a KTC LCD monitor with 1.4DP line (2K@100 Hz https://www.ktcplay.com/goods/detail/1960906371983601666)
2.The graphics driver I have used only 2 version,101.7082 and previous version with the same problem
3.No new hardware or software was added since two months ago
4.Yes,system became no responsive,only hard reboot when black,recover was never happened.even no driver reset like AMD card.
5.No sounds only fans still rolling
6.System crush mostly happened while watching online 4K videos(e.g.https://www.bilibili.com/),play local lossless music or videos(4K&long time) but not
7.The GPU-Z detected data anomalies I found by comparing the log file.Limits is speculation,for example GPU Clock [MHz] @ 8517.0, Memory Clock [MHz]@0.0 , GPU Temperature @255.0 , Fan Speed (RPM) @3519577684 couldn't happened in daily use right?
8.Since it's my home use desktop computer,power plan must be High Performance！(my power supply is 600W )
9.Computer ventilation is good，no any noise before black screen.On one hand, the noneK-cpu power consumption is low,especially the graphics card; on the other hand, I have no high-power usage scenarios such as 3Agaming，from the log of GPU-Z temperature change appears to be steady of every part and not overheated only at the black screen moment.
10.Please ignore my operations on Drive E, that for fix a problem SATA SSD.
11.Surprise！I caught a new black screen few minutes ago relevent item will be attached for your reference.

BTW:I'm a big fans of intel for more than 20 years, As the prove->my first computer's cpu is MMX pentium 166,HAHAHA

best regards

Cjun

[Cjun]

Hi Kent,
Many thanks for your reply.Please kindly reference the blow answers&attached items
1.Yes, I conneted a 27“KTC LCD monitor with 1.4DP line (2K@100 Hz https://www.ktcplay.com/goods/detail/1960906371983601666)
2.The graphics driver I have used only 2 version,101.7082 and previous version with the same problem
3.No new hardware or software was added since two months ago
4.Yes,system became no responsive,only hard reboot when black,recover was never happened.even no driver reset like AMD card.
5.No sounds only fans still rolling
6.System crush mostly happened while watching online 4K videos(e.g.https://www.bilibili.com/),play local lossless music or videos(4K&long time) but not
7.The GPU-Z detected data anomalies I found by comparing the log file.Limits is speculation,for example GPU Clock [MHz] @ 8517.0, Memory Clock [MHz]@0.0 , GPU Temperature @255.0 , Fan Speed (RPM) @3519577684 couldn't happened in daily use right?
8.Since it's my home use desktop computer,power plan must be High Performance！(my power supply is 600W )
9.Computer ventilation is good，no any noise before black screen.On one hand, the noneK-cpu power consumption is low,especially the graphics card; on the other hand, I have no high-power usage scenarios such as 3Agaming，from the log of GPU-Z temperature change appears to be steady of every part and not overheated only at the black screen moment.
10.Please ignore my operations on Drive E, that for fix a problem SATA SSD.
11.Surprise！I caught a new black screen few minutes ago（2025-12-23 21:58:21） relevent items will be attached for your reference.

BTW:I'm a big fans of intel for more than 20 years, As the prove->my first computer's cpu is MMX pentium 166,HAHAHA

best regards

Cjun

[Cjun]

Hi Kent,

Sorry!Since some net reasons I post reply 3 times from 23rd Dec ,so weird !

Many thanks for your reply.Please kindly reference the blow answers&attached item
1.Yes, I connet a KTC LCD monitor with 1.4DP line (2K@100 Hz https://www.ktcplay.com/goods/detail/1960906371983601666)
2.The graphics driver I have used only 2 version,101.7082 and previous version with the same problem
3.No new hardware or software was added since two months ago
4.Yes,system became no responsive,only hard reboot when black,recover was never happened.even no driver reset like AMD card.
5.No sounds only fans still rolling
6.System crush mostly happened while watching online 4K videos(e.g.https://www.bilibili.com/),play local lossless music or videos(4K&long time) but not
7.The GPU-Z detected data anomalies I found by comparing the log file.Limits is speculation,for example GPU Clock [MHz] @ 8517.0, Memory Clock [MHz]@0.0 , GPU Temperature @255.0 , Fan Speed (RPM) @3519577684 couldn't happened in daily use right?
8.Since it's my home use desktop computer,power plan must be High Performance！(my power supply is 600W )
9.Computer ventilation is good，no any noise before black screen.On one hand, the noneK-cpu power consumption is low,especially the graphics card; on the other hand, I have no high-power usage scenarios such as 3Agaming，from the log of GPU-Z temperature change appears to be steady of every part and not overheated only at the black screen moment.
10.Please ignore my operations on Drive E, that for fix a problem SATA SSD.
11.Surprise！I caught a new black screen few minutes ago relevent item will be attached for your reference.

BTW:I'm a big fans of intel for more than 20 years, As the prove->my first computer's cpu is MMX pentium 166,HAHAHA

best regards

Cjun

[KentRusselP_Intel]

Hi Cjun,

I hope you are doing well and thanks for getting back! For further investigation and analysis of the issue, please answer the following questions:

1. Warranty Status: You mentioned this is a 2-month-old system - is it still under manufacturer warranty?
2. System Builder: Who built this system? (Gigabyte/System Integrator/Self-built?)
3. Purchase Location: Where did you buy it? (This affects warranty/return process)
4. Iris Xe Max Type: Is this a discrete add-in card or integrated into the motherboard?

If you have any questions or need further clarification, please don’t hesitate to reach out.

Best Regards,

Kent Russel P.

Intel Customer Support Technician

[Cjun]

Hi Kent,

Many thanks for your guaid.Please kindly referrence the below A&Q:

1.3I accessories(CPU MB&G-card)were brought in China online (such like amazone or ebay)
2.The motherboard and cpu are sold as a set purchased online on 31st Oct,still in warranty by now
3.The graphic card is a discrete card brand is GUNNIR,a chinese manufacturer
4.Win11 system I installed and activated via linked my MS-account in November

Question:
Is my IrisXe card or other parts caused black screen?How to solve it?(This is the most important to me)

best regards,

Cjun

[RandyT_Intel]

Hi Cjun,

I’m reaching out on behalf of my colleague Kent. Please allow us some time to review the information you’ve provided and further investigate the issue. We will post an update here as soon as our analysis is complete.

Best Regards,

Randy T.

Intel Customer Support Technician

[Cjun]

Hi Randy&Kent,

Thank you for your reply. I look forward to your continued guidance to resolve the problem. Please feel free to contact me if you need any further datas or something about my computer.

best regards,

Cjun

[JedG_Intel]

Hi Cjun,

I'm reaching out to provide additional troubleshooting steps. Please perform the steps below and let us know if it helps.

1. Perform a System Restore

If you recently updated drivers or software:

• Go to Control Panel → Recovery → Open System Restore.
• Select a restore point before the error began.

2. Check for Faulty RAM

3. Reset BIOS/UEFI Settings

Additionally, may I know if your graphics card is an OEM card? I look forward to your response.

Best regards,

Jed G.

Intel Customer Support Technician

[Cjun]

Hi Randy,

Many thanks for your reply.

1.The system restore had been closed when win11 installed two months before.

2.Is there something wrong with my RAM from attached datas?

3.I'll try it after finish my business trip next week and update asap.

4.The IrisXe graphic card is a retail product not OEM. (Please refer to the following official website https://www.gunnir.cn/home/Product?id=9b2e4333-e340-4c0d-add6-cf8f396bf95c&modelid=d5512409-d36e-475e-8343-37a5301eb47f )

best regards,

Cjun

[KentRusselP_Intel]

Hi Cjun,

I hope this message finds you well, and thank you for your prompt response!

To address your inquiries, I want to clarify that we are not indicating any confirmed issues with your RAM at this time. However, it is important to verify the RAM's condition because faulty memory modules can sometimes lead to the types of problems you are experiencing. Conducting this check helps us rule out RAM as a potential cause and ensures a thorough diagnostic process.

Additionally, once you have completed your business trip, please update us on the outcome after you perform a Reset of the BIOS/UEFI settings. This step can often resolve configuration-related issues and provide valuable information for further troubleshooting.

If you have any questions or require additional clarification on any of these points, please feel free to reach out at any time. We are here to assist you.

Best regards,

Kent Russel P.

Intel Customer Support Technician

[KentRusselP_Intel]

Hi Cjun,

I just wanted to follow up and check if you’ve had a chance to review the information shared previously. Your feedback is important, and I’d appreciate it if you could share your thoughts at your earliest convenience.

If you have any questions or need further clarification, please don’t hesitate to reach out.

Best Regards,

Kent Russel P.

Intel Customer Support Technician

[Cjun]

Hi Kent,Randy&Jed,

Got your reply with many thanks.

I had reset the BIOS and continued using it to follow up on the state on last weekend.No more black screen by now（last night）.Then I will keep my eyes on it even replace the RAM if necessary and update to you.

best regards,

Cjun

[KentRusselP_Intel · Accepted solution]

Hi Cjun,

I hope this message finds you well, and thank you for confirming! With that being said, I will proceed to close this inquiry. Should you require further assistance or have additional questions, please feel free to submit a new request. Kindly note that this thread will no longer be monitored once closed.

Best regards,

Kent Russel P.

Intel Customer Support Technician

[Cjun]

Hi Kent,

A new request will be submitted if the problem persists.Thank you and your colleagues very much. 

best regards,

Cjun