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3rd thread A770 black screening issue responce

mikewic
Beginner
2,983 Views

1= no system doe snot reboot.

2= Intel CPU and GPU is AS Rock. they claimit is a known issue from you and the A770

3= CoolerMaster 1200 Watt psu.

 

 

responce to following quesitons.

Thank you for posting in our communities.

 

I have some questions, just to clarify a few details about this issue:

  1. When you say "black screen", do you mean the system turns on but there is no video at all? Or is it that you see a video display during the POST sequence and the black screen occurs once Windows loads?.
  2. Is your GPU Intel-branded, or is it from a different vendor?
  3. What is the make and model of your power supply? This is just to rule out an issue with power delivery to the GPU.

 

From the SSU you provided, I saw the integrated graphics are enabled as well. Have you tested by disabling the iGfx from the BIOS? (This is just in the odd scenario of a conflict between GPU switching.)

 

We look forward to your response!

 

Thank you, and have a great day ahead!

 

 

Best regards,

Carmona A.

Intel Customer Support Technician

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27 Replies
mikewic
Beginner
2,456 Views

any ideas on what is causing it?

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RamyerM_Intel
Moderator
2,400 Views

Hello mikewic

 

I can see that you have created multiple threads before as your cases was closed. I want to assure you that we want to help you. To avoid closing of your cases in the future, you may let us know if you need more time to respond and we will accommodate your schedule. Thank you for posting a new inquiry and answering our probing as well. We want to investigate this for you and I just want to ask, does this issue happen even with the newest 31.0.101.5382 driver? Does this also occur when you enter the BIOS of your system? Please also share the configuration of your display such as what ports are they connected to, or if you are using converter cables. This will help us identify what is causing the 2-3 seconds of black screen. I will be waiting for your reply. 

 

Ramyer M. 

Intel Customer Support Technician 

 

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mikewic
Beginner
2,361 Views

interesting, when the screen goes black, my mouse pointer is still visable. is that not strange? the mouse is still moveable. i have not had the issue in the bios.

 

i am using the display ports and to the same on my dual monitors as well. they are brand new display units purchased about 4 months ago and are matching units.

 

over all i think the strangest thing is when it blacks out, i can still see and move the mouse pointer around the screen. 

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KirinI
Novice
1,233 Views

I think this scene is very similar to when you install driver by fresh installation.

 

Fresh installation will remove driver before install driver, and when it is removing driver, the screen goes black, but mouse pointer still available.

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mikewic
Beginner
2,360 Views

also forgot tot mention i have gotten  the latest update from inten and it is not as bad, but still happenning. usually when more than 2 thing onthe screen is runing video or such. it really feels like the card is not correctly manageing the memory or cache and it is flushing it to reset.

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ACarmona_Intel
Moderator
2,311 Views

Hello Mikewic,


Thank you so much for the response.


Please try the troubleshooting steps outlined in the links below for a possible solution:



If the issue still persists after trying out the troubleshooting steps that we have provided, please provide your SSU.


Thank you, and have a great day ahead!



Best regards,

Carmona A.

Intel Customer Support Technician


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mikewic
Beginner
2,299 Views

i have actually done all this prior to making a post. still no go. i am running the latest driver, and have checked ccables. i can plug back in my 9 yr old nvidia card and have zero issues. it is only with the A770. i really do think it is somethign with caching as a white mouse pointer mains on the screen and can be seen moving around but the screen is black. this tells me a caching or pipeline issue. this is probably going to require a firmware fix to resolve. (i was invovled with nvidia's first tnt line years ago with simular issue).

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DavidJonsson
Beginner
2,281 Views

I have similar problems. Just now I resumed from sleep. Before sleep I used the Arc A770 and now after resuming from sleep the A770 isn't even listed in device manager. The video signal is sent through internal CPU graphics. The fans do not rotate and the heat sink is hot to the touch. Often the A770 doesn't work from boot regardless of BIOS setting in regard to monitor settings. The motherboard resorts to internal graphics. 

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mikewic
Beginner
2,279 Views

@ david

ahh. i don't have a onboard graphics. the cpu has something built in, but w/o mainboard hardware it doesn't work.  so in device manager it is disabled and in bios first display is the a770 so the other is not toched. interesting about the cpu graphics. do you have an onboard mainboard video? w/o that and disablign it in devie manager as well as bios it is supposed to render it inop. it sounds like intel's chipset is not following it's own advice and disabling itself. the a770 in my mind should be disabling it since it interfaces with it, but for some reason it seams to not do that.

 

hopefully this can go to the engineers. 

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DavidJonsson
Beginner
2,226 Views

I might have solved it. Now it can resume from sleep in Windows. I had to reconfigure secure boot and UEFI settings. I chose EFI on drive partition. This is probably not a problem with the Intel GPU. I ran the Intel SSU reporting and it lists no Power Management Capabilities, and erroneously reports 4 GB video RAM. 

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DavidJonsson
Beginner
2,190 Views

No the problem came back. The latest resume from sleep caused a reboot and when it restarted it chose the internal Intel i7-11700 GPU.

The A770 doesn't even show: in Device Manager:  

DavidJonsson_0-1712843290198.png

 

I attach the System Support Utility info from when it worked just prior to the faulty awakening from sleep.

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ACarmona_Intel
Moderator
2,155 Views

Hello DavidJonsson

Thank you for posting in our communities.

Please file a new case so that we can properly support you.

Intel Support: https://www.intel.com/content/www/us/en/support.html

Thank you for your understanding, and have a great day ahead.


Best regards,
Carmona A.
Intel Customer Support Technician

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ACarmona_Intel
Moderator
2,156 Views

Hello Mikewic,

 

Thank you so much for the response and for the information that you have shared.

 

Please generate an SSU report to help us further analyze important details on your system, such as the OS build number, graphics driver version, errors logged in the system, etc. To generate the SSU report, please refer to the article How to Get the Intel® System Support Utility Logs on Windows. Please send us the generated SSU.txt file.

 

After you have provided the SSU, I will raise our case with our engineers.

 

Thank you and have a great day ahead!

 

Best regards,

Carmona A.

Intel Customer Support Technician

 

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mikewic
Beginner
2,078 Views
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ACarmona_Intel
Moderator
1,683 Views

Hello Mikewic,

 

Thank you so much for patiently waiting on our response.

 

To better understand the situation and assist you effectively, may we kindly request the following information and actions regarding the black screen issue you've encountered?

 

1. Could you please provide the make and model of the monitors you are currently using?

2. Does this issue persist when you connect through the HDMI port on your graphics card?

3. Have you had a chance to test the system with only one monitor connected? If so, does the black screen occur in this setup as well?

4. When the black screen appears, could you note which applications are active? This is to determine if the issue is triggered by having multiple applications open simultaneously.

5. For diagnostic purposes, could you try using a single monitor connected to the DisplayPort (DP) on your graphics card and observe if the issue reoccurs?

6. Lastly, I recommend performing a DDU to completely remove the current graphics drivers and then checking for any improvements. 

 

We look forward to your response!

 

Thank you, and have a great day! 

 

Best regards,

Carmona A.

Intel Customer Support Technician

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ACarmona_Intel
Moderator
1,883 Views

Hello Mikewic,


Thank you so much for sharing with us your SSU.


We will now do further research on this matter and post the response on this thread once it is available.


Have a fantastic day, and thank you very much for your patience and understanding!


Best regards,

Carmona A.

Intel Customer Support Technician


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KirinI
Novice
1,575 Views

I have a problem like this.

 

And there even hold the game screen in a time, I mean the game screen is not change, and keep in a frame, just like the game is frozen.

 

but most of time is black screening.

 

And soft reboot is not working, I need to power off and restart.

ACarmona_Intel
Moderator
1,348 Views

Hello Mikewic,


We are checking in with you to see if you already have the answers to our questions so we can further isolate our issue.


Thank you, and have a great day!


Best regards,

Carmona A.

Intel Customer Support Technician


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mikewic
Beginner
1,321 Views

Sorry for late responce. Was jsut layed off work and been working to find a new job.

 

 

here is my SSU

 

 

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ACarmona_Intel
Moderator
1,271 Views

Hello Mikewic,

 

Thank you so much for your response.

 

We understand that you have been quite busy for the past few days as you were looking for a new job.

 

By the way, you have already provided the SSU last time, and we have conducted research regarding our issue using your SSU and some information that you have shared.

 

However, to better understand the situation and assist you effectively, we kindly request the following information and actions regarding the black screen issue you've encountered:

 

1. Could you please provide the make and model of the monitors you are currently using?

2. Does this issue persist when you connect through the HDMI port on your graphics card?

3. Have you had a chance to test the system with only one monitor connected? If so, does the black screen occur in this setup as well?

4. When the black screen appears, could you note which applications are active? This is to determine if the issue is triggered by having multiple applications open simultaneously.

5. For diagnostic purposes, could you try using a single monitor connected to the DisplayPort (DP) on your graphics card and observe if the issue reoccurs?

6.  Lastly, I recommend performing a DDU to completely remove the current graphics drivers and then checking for any improvements.

 

We look forward to your response, and good luck on your job hunting!

 

 

Best regards,

Carmona A.

Intel Customer Support Technician

 

 

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