A770 Blackscreen while netflix/disney+ fullscreen

[Nconstruct]

First of,

sorry for not responding.

I did what you told me in the old thread.

• When did the issue start?

A: idk. I think since I got it

• Are you using a website or an application to watch the content (Netflix and Diney+)?

A: website on chromium browser (google chrome)

• Is the Intel A770 the original graphics card in your system?

A: no I used to have a R9 390 and a GT 710 before i got the A770

• What Troubleshooting steps have you tried?

A: reinstalling GPU drivers

• We would like to gather more information about your system, so please create a system report using the following tools:

A: see attached files 

• Intel System Support Utility (Intel SSU): "intel save.txt"
• Intel® Graphics Command Center: "Intel(R) Arc(TM) A770 Graphics - Wednesday, 13 September 2023.txt"

Best regards.

ps: I might need longer to answer.

[Nconstruct]

Hi Hugo,

the shop told me it would take at least 6 weeks to fix it and that a may ask you (Intel) to send it directly back to you, if you were so kind and make that possible that would be great.

Best regards,

Nconstruct

[Hugo_Intel]

Hello Nconstruct

I see the same happens on the Netflix app only when pressing the play button. since you cannot do the OS reinstallation, I will check with our team if there are any other possible troubleshooting steps we are missing, however, if you are returning the GPU is understandable and it might actually get the issue resolved. I will post back once I have an update on this.

Best Regards,

Hugo O.

Intel Customer Support Technician.

[Hugo_Intel]

Hello Nconstruct

We reviewed this issue and given that you can't do the clean installation of the OS at the moment it would be better to go the replacement route since this might as well be and defective hardware issue. In case your place of purchase cannot help with the replacement you can feel free to contact us directly and we can validate the GPU information to explore different warranty options:

U.S. and Canada: Intel Customer Support 

Europe, Middle East, and Africa: Intel Customer Support EMEA  

Asia-Pacific: Intel Customer Support APAC  

Latin America: Intel Customer Support LAR  

I will send an email to the email address registered to your profile with a reference number so you can reference this thread when contacting us.

Best Regards,

Hugo O.

Intel Customer Support Technician.

[Hugo_Intel]

Hello Nconstruct

We noticed you have opened a (chat/email/phone) support case with us, as previously advised so we will continue to assist you through that channel now, so we can help you with the warranty for your GPU. We will now be closing this community thread. Feel free to open a new topic in case you need further assistance.

Best Regards,

Hugo O.

Intel Customer Support Technician.