Arc 380 having problem with CapCut

[nguyentrung]

I have an Sparkle Arc 380 and an 1050 2g for Capcut and this is the problem.

1. GPU Freezency Unstable. It's jump up and down betwwen 2500mhz and 1000mhz, sometime down to 600mhz in both h264, hevc and av1. Making it render slower than the 1050 in h264 and hevc.

2. After finishing render a video, it stuck. Can not scrub to preview the video in capcut , the audio sometime still run, but the video  is stuck at 1 point or sometime it goes black.

I try multi Arc 380 driver 6972 6979 7026 7028 still the same.
I switch back to the 1050 and all off the problem is gone.
Is there any solution please help me

[RandyT_Intel]

Hi @nguyentrung,

Thank you for posting here in our community. To effectively diagnose and address the issue you're experiencing, I kindly ask you to provide detailed responses to the following questions. This information will help us isolate the problem and determine the most appropriate course of action.  

• Please provide the SSU log report and share it here so I can review your system's configuration. 
• Can you provide the exact download link or source where you obtained CapCut? (Official website, Microsoft Store, etc.)
• What are your GPU temperatures during rendering? (Use HWiNFO64 or GPU-Z to monitor)
• Have you tried other video editing software (DaVinci Resolve, Premiere Pro) to isolate if it's CapCut-specific?
• Did you use DDU (Display Driver Uninstaller) when switching between drivers?
• Have you checked Windows Event Viewer for GPU-related errors?
• Does the issue occur with shorter clips or only longer renders?
• Are you using GPU acceleration settings in CapCut, and have you tried disabling them?

To uninstall the Intel Graphics Driver from your system using the  Display Driver Uninstaller (DDU) software, follow these instructions: 

1. Download the latest version of the software.

• If you download the Installer, run it, it will create a shortcut on the desktop. 
• If you download the Portable/ self-extracting version, look for the executable and extract it. Remember the path. 

1. Reboot into Windows* safe mode. (Refer to Start your PC in safe mode in Windows.)
2. Look for the shortcut on the desktop (step 1.1) or the extract path chosen (step 1.2.1) and run the DDU executable.
3. Click Close in the Options window.
4. Select device type to GPU and select device to the one you want to remove. If you are doing a clean-up, you can choose all GPUs.
5. Click Clean and restart or Clean and Shutdown depending on your needs.
6. Wait for the software to finish the process. It will automatically reboot Windows to the typical mode or shutdown the system.

The frequency throttling suggests either thermal, power delivery, or driver optimization issues specific to CapCut's implementation of Intel Arc hardware acceleration.

I look forward to your response and am committed to resolving your issue promptly. 

Best regards, 

Randy T. 

Intel Customer Support Technician