[Unresolved] Arc B580 Recovery Mode Loop & Black Screen – Dual Monitor/Adobe Workload

[DerickPayne]

System Summary:

• CPU: AMD Ryzen 5 5500

• Motherboard: MSI A520M-A PRO

• RAM: 32GB DDR4 3200Mhz

• PSU: Deepcool PF750 (750W)

• OS: Windows 11 Home 64-bit (Clean Install)

• GPU: Intel Arc B580 12GB GDDR6 (Purchase Date: Oct 23, 2025)

The Issue: I am an IT industry professional with over 30 years of experience. I am experiencing a persistent, replicable failure with an Intel Arc B580 unit that renders the card unusable for professional workflows.

When the system is under load, specifically using Adobe Lightroom in a Dual Monitor configuration, the GPU drivers crash within approximately 10 minutes. The symptoms are:

1. Screens go black (No signal).

2. The system remains running (fans spin, lights on).

3. Crucially: I can still Remote Desktop into the machine, but the local display output is dead.

4. Device Manager/Logs indicate the GPU entered "Recovery Mode" or failed to reset.

Troubleshooting & Isolation Steps: I have performed extensive diagnostics to rule out all other variables:

1. Driver Variations: Tested 3 different driver versions (latest WHQL and beta). Result: Same crash.

2. OS Environment: Performed a clean reinstall of Windows 11. Result: Same crash.

3. Hardware Swap (Control Test 1): I removed the Arc B580 and installed an Nvidia GPU into the exact same Ryzen system. Result: Perfect stability. Zero crashes. This confirms the rest of the system (PSU, Motherboard, RAM) is healthy.

4. Cross-Testing (Control Test 2): I moved the Arc B580 into a completely different system (Intel i5 personal rig, also dual monitor). Result: The crash followed the card. It failed within 10 minutes under the same workload.

The Conflict: I am currently in a dispute with the retailer (Evetech, South Africa). They performed a bench test (likely idle or single monitor), claimed the card "works fine for hours," and are refusing the RMA/Warranty claim.

Reference: This behavior appears to be a known defect regarding the B580 architecture's handling of specific power states or multi-monitor outputs. It mirrors the exact symptoms described in this thread: https://community.intel.com/t5/Intel-Arc-Discrete-Graphics/intel-ARC-B580-in-Recovery-Mode/m-p/1723422

Request for Support: I require confirmation from Intel Support regarding this behavior.

1. Is there a specific VBIOS update or Driver patch that addresses Dual Monitor instability on the B580?

2. Can Intel provide an official statement or diagnostic step I can present to the retailer to prove that their "idle bench test" is insufficient to detect this hardware fault?

I cannot accept a card that fails under standard professional loads, and I need a resolution to facilitate an exchange with the vendor.