A770 LE 16GB crash randomly

[LilithTwilight]

Hi,

I have a strange problem with my A770 LE 16GB, it crashes randomly no matter if im just ideling on the desktop, using programs, or playing games.

MyPC:

CPU: i5-13400f
MB: Gigabyte B760M Gaming X DDR4 (Bios Version: F11a)
RAM: 64GB
OS: Windows 11 22H2
PSU: BeQuiet! Pure Power 12M 750W

I started with the 4255 driver when I first used the A770, it was the newest driver whe I installed the card, the crashes occured every 5-7 days.

Then I tried the 4314, crashes occured every 2-4 days with this driver.

After that I also tried 4369, 4499 and 4502, with this drivers the crash occured every day, sometimes even twice a day.

I used DDU evry time I installed a new driver.

I use 3 monitors, 1 (main) connected over HDMI and 2 connected over DP

The main monitor goes black when the crash occurs, the other two shows some color patterns. also you hear some humming sound out of the speakers.

Windows do not write some dumpfile even it is configured.

As attachment a photo of the monitors, 1 is main (HDMI) 2 and 3 are the additional monitors over DP.

So, as the crash rate increase with newer drivers seems to be something in the driver? What do you think? What could it be?

Thanks.

Edit: forgot to mention I'm using 4255 at the moment, today it crashed again after 5 days without problems, so it's in the timespan I mentioned. I tried today after the crash to run the Intel INF Updater to be sure I have the latest, after installation of the Intel INF Updater (20 minutes later) it crashed again one time.

[Hugo_Intel]

Hello LilithTwilight

Thank you for posting on the Intel Communities. I am sorry you are experiencing random crashes on your system with Intel® Arc™ A770 Graphics.

Please let's do the following tests to try isolating the issue:

• Try different HDMI/DP cables
• Test each of your monitors individually and check if the issue can be reproduced.
• Reset your BIOS to default settings
• Test the latest driver that recently came out version 31.0.101.4514.

Also, please share with us the following information:

• Create a System report following these instructions. Only use the instructions under Intel Graphics Command Center (Intel GCC).
• What is the resolution and refresh rate being used? Are all monitors configured to the same values?

Best Regards,

Hugo O.

Intel Customer Support Technician.

[LilithTwilight]

Hi Hugo O.,

thank you for your reply.

The Monitors are all running at 1920x1080 resolution with 60Hz.

I included the system report from IGCC.

BIOS was already reset to defaults.  ReBar is enable.

To check with other cables, monitors and install the new drivers 4514 I need a few days, I think I can do this at the coming weekend. I keep you informed of the result after I tested it.

Also a problem is, I can not force the failure to happen or reproduce it intentionally, since it happens randomly, I can only use the pc and see if it happens. So after I installed the driver/new cables I only can wait if it happens 

Any other infos you need from me, about system or configuration?

Thanks

[Hugo_Intel]

Hello LilithTwilight

Thank you for the information. We will monitor this thread and let us know the results once you are able to complete the advised troubleshooting steps.

The only one more piece of information we would like to know is if these connections are al native HDMI to HDMI, DP to DP, or if you are using any type of video adapters or cables like DP to HDMI cables.

Best Regards,

Hugo O.

Intel Customer Support Technician.

[LilithTwilight]

Hello Hugo,

I use HDMI to DVI cable for the main monitor, and for the other 2 monitors DP to HDMI cables. The first one, because the HDMI Port on the monitor is already blocked by another device, and the other ones becaus the monitors have no native DP ports. But already used this configuration with previous computer without problems

Are there any known problems with the arc a770 graphics card with such cables or adaptors?

For the other tasks, I installed now the 4514 driver, with removing the old with DDU before. Now I will test what happens with this driver, this may take now a few days until sometihn may happens or not. The 4255 took 5-7 days as mentioned to crash, since 4369 it was only 1 day...so I will see if it took more than 1 day it would already be a postive sign, but then I will have to wait a few days more to see how long it will work without a crash

If the PC will crash again, I will then use other cables to test if the make a difference, this may also take few days then.

I will keep you in the loop as soon as I can say more.

Thank you for your help.

[LilithTwilight]

Hi Hugo,

after 1,5 days I now had also a crash with the 4514 driver. I also had the attached  "WHEA 1" log entry in the system log after the crash, but only after this reboot directly after the crash. After an additional reboot there ist no such message anymore. I gone back in the log an saw that sometimes after a crash I had this message before. Do this WHEA error have something to do with the A770 or is this related to the crash?

I gone now back to 4255 driver, for the moment, for longer times without crash *winksmiley*

Now I have to get some other cables, because I don't have the right ones to change here at the moment. I will get them during the next week. As soon as I have them I will install again 4514 and then check with the other cables.

Thanks for your help.

Edit: Out of curiosity, as long as I get the other cables,  because the older drivers seems to be more stabel for me than the newer, I now installed 4169 instead 4255 to see what happens there, if it is better or worse than the 4255

[LilithTwilight]

Hi Hugo,

fyi., as I wrote, I tried 4169 but also got crash after 1 day. Strange that 4255 seems more stable than other drivers.

Now I installed the newest driver 4514 again and connected only 1 monitor directly with a normal HDMI Kabel (HDMI to HDMI) no adaptors or anything.

I will try this now and let you know if this also crashes.

Kind regards.

[Hugo_Intel]

Hello LilithTwilight

Thank you for keeping us updated with the testing. Checking the log files that you provided there does not seem to be something indicating the failure is coming from the GPU, Could you check after a crash if a minidump file is created at C:\Windows\minidump? If so, please attach them to your response.

I see that you will test one monitor with a direct HDMI connection, please let us know the results once you complete the testing.

Best Regards,

Hugo O.

Intel Customer Support Technician.

[LilithTwilight]

Hello Hugo,

checked after every crash, so far a minidump was never created. I think it's because I got no bluescreen, and windwos crashes. So it has no time to creat a dumpfile. Checked the system settings, according to them., the mdumpfile should be created, but as I said no bluescreen no dump I think.

Thank you for analyzing the log. I looked back in the log and found the attached whea 17 message(s) (multiple of them) after one crash, but as far as I xcan see only this one crash. It says something about "Intel PEG10 460D" and "corrected hardware failure". Don't know if this is something important?

So I'm testing now the next days with single monitor over direct HDMI connection, let you knwo as soon I have a crash or if after a few days when nothing happens.

Thank you.

[LilithTwilight]

Forgot the log...

[Hugo_Intel]

Hello LilithTwilight

Thank you for the information. Let us know the results once you are able to test the monitor with a direct HMI connection.

I also wanted to recommend that you install the chipset driver for your motherboard to ensure full compatibility between the PCI interfaces and the GPU. The ones I see on the motherboard manufacturer's website are the Intel Serial I/O driver and Intel Management Engine Firmware.

Best regards,

Hugo O.

Intel Customer Support Technician.

[LilithTwilight]

Hello Hugo,

so far I had no crash since 3 days with this constellation (1 Monitor, direct HDMI-HDMI cable, driver 4514) but please allow me to test a few more days to be sure this really solves the problem or if it just take longer to crash now. I will test a little more with new cables on the other monitors then if it stays stable.

But this arises 2 questions, IF the DP to HDMI cables are really the problem:

1. Why can such cables crash the arc graphics card and also the whole computer? Aren't the any safety protections on the DP ports of the card to prevent this? I heard of the PIN20 problem with DP to DP cables, is this also a problem with DP to HDMI cables?

2. Why seems the driver 4255 less affected than the others I tried, if it is a hardware/cable problem, why make the driver a difference?

Another thing I noticed at the moment, when I start a game there is a strang buzzing sound on the speakers, even when I mute them in Windows, the sound stay. It only goes away when I end the game or tab to desktop (and the game reduces to less fps while not in focus), saw this effect in Diablo 4, don't knwo if the old driver had this problem, didn't noticed it before. But first things first, first solving the crashin problem and maybe open another ticket later if the problem is still there, just thougt let you know.

To the drivers you mentioned, these were already installed, used these when the PC was setup beginning of may when he was build and installed with the intel arc. Only thing I tried last week was new inf driver from intel, which made no difference, so i gone back to the inf driver from the mainboard side.

Thank you, will report again the next days.

[Hugo_Intel]

Hello LilithTwilight

When using no native connections, video adapters, splitters, or converters we cannot guarantee full compatibility with every different cable on the market as they vary in quality, and protocol version used. This is why we recommend using direct connections. We are actively working on improving compatibility with different devices with every driver update but no native connections can sometimes cause issues.

At the moment there is no information to know exactly why a previous driver version will cause the issue to happen less often on your system, but we can consult this internally with our team once we have completed the troubleshooting steps.

Please let us know the results once you complete the testing.

Best Regards,

Hugo O.

Intel Customer Support Technician.

[LilithTwilight]

Hello Hugo,

so here what I have tested now.

All tests was with driver version 4514, tested in this order:

1 Monitor new HDMI to HDMI cable -> crash after 4 days
1 Monitor old HDMI to DVI cable -> crash after 1 day
3 Monitors 1x new HDMI to HDMI an 2x new DP to HDMI -> crash after 1 day
3 Monitors 1x new DP to DVI and 2x new DP to HDMI -> crash after less than 1 hour

Then I installed newer bios to mainboard version F11 from 15th june 23 (before it was F11a from 31st may 23 and which is now also no longer available at the website) loaded bios defaults -> crashed after 2-3 hours

So I switched all the cables and the connectors, bought new cables and tested them, but I does not seem to make a difference to me which cables are used.

I have gone now back to 4255 driver, to see if this driver still is more stable like before. Until now 4255 took 5-7 days until crash...still curious why this version is more stable.

The next step I will do is getting another graphics card from someone, I did not have another myself at the moment, to test if the pc is running stable with another card. But this will take a few days to get the card I think and after that a few days for testing. Will let you know....any other suggestions from you or data you need? At the moment I have no other idea anymore than to switch the grahics card...

Kind regards.

[Hugo_Intel]

Hello LilithTwilight

We will need to further check this issue with our team, however, since you have the chance to test another GPU it will be better to wait for those results since that will be a good test to check if the Arc GPU might be defective.

Since the issue persists even with one monitor with a direct HDMI connection this might be strictly a hardware issue or an OS problem, however, it is hard to determine since no dumps files are been created.

We will look forward to hearing from you after testing the other GPU.

Best Regards,

Hugo O.

Intel Customer Support Technician.

[Hugo_Intel]

Hello LilithTwilight

Were you able to test the other GPU on your system? Please let us know if the same issue happens.

Best Regards,

Hugo O.

Intel Customer Support Technician.

[LilithTwilight]

Hi Hugo,

no, unfortunately not, still waiting to get the other GPU, took longer than expected to find some GPU I can borow. I think I will get it begin to middle of next week for testing...

Fyi, since I am gone back to 4255 (on 9. July) I've got 2 crashes with it, 12. and 13. July, seem to me that the time between crashes is totally random now, sometimes it last a few days sometimes ist crashes after one day or earlier, no matter which driver is used

Kind regards.

[LilithTwilight]

Hi Hugo,

I got now another GPU on sunday and replaced the A770 with it, a GTX1060.

It is running now for one whole day without a crash, but to make an reliable assumption I think I will have to test it a few days more to see if it is running without further problems or crashes with this GPU.

Fyi, before I replaced the GPU I also tried the new 4575 beta driver for the Arc GPU, it also crashed with this new beta driver.

So I keep you informed about the status of the test with the other GPU, anyother information you need?

Kind regards.

[Hugo_Intel]

Hello LilithTwilight

Thank you for keeping us updated. At the moment it will be better to wait and see if the system crashes while using this other GPU. It will be better to test for around 5-7 days which was the most days the Arc GPU could handle before crashing. Once we have those results we will need to check all this information internally with our team.

Best Regards,

Hugo O.

Intel Customer Support Technician

[LilithTwilight]

Hi Hugo,

fyi, 4th day still no crash with the Nvidia GPU. (but I miss my A770 -.-)

Kind regards.

[Hugo_Intel]

Hello LilithTwilight

I believe that 4 days might be sufficient to consider the issue will not happen on the Nvidia GPU. I will continue checking this issue internally with our team, as your Arc GPU might be defective based on all the troubleshooting you have done so far. If we have further steps you can try I will let you know as well.

Best Regards,

Hugo O.

Intel Customer Support Technician.