Arc a750 8GB horizontal lines in blank Chrome window on Ubuntu 22.04.3 LTS

[js001]

Hi,

I have an issue that appears GPU related. I recently installed an Arc a750 8GB GPU for Ubuntu 22.04.3 LTS. I followed the install instructions here: https://dgpu-docs.intel.com/driver/client/overview.html

The GPU appears to work most of the time, however if I open a new blank Chrome window on my 2560x1440 resolution monitor I see horizontal refresh lines flickering and occasionally the screen goes black for a couple seconds. If there is content in the Chrome window the issue usually does not occur. Is there a fix for this issue? 

[JayB_Intel]

Hello js001,

Thank you for contacting us regarding your Intel® Arc™ A750 Graphics having horizontal lines issues. We apologize for any inconvenience that this might have caused you. Rest assured, we will assist you with your enquiry today. Please let me gather the following details in order for us to further understand the situation. Also, feel free to include additional information you may find relevant that can help us diagnose and identify the issue.

• Is the issue present only when using Chrome? If no, please provide what other software/apps affected for analysis and documentation.
• Did your system use to work before? Or is this an out-of-box issue?
• Any recent changes (hardware/software) made on the system?
• Are you using compatible HDMI or DP cable when connecting the Intel® Arc™ A750 Graphics to your external monitor?
• Have you tried another external monitor to further isolate the issue?
• What steps were taken to troubleshoot this issue?
• Please download and run this tool, Intel® System Support Utility(links below) so I can help check your system info and assist us with troubleshooting. Once finished downloading, open the tool, click on scan (leave the default items checked), click next, then save the system information to a .txt file. Please provide us the .txt file.
  • For Windows: https://www.intel.com/content/www/us/en/download/18377/25293/intel-system-support-utility-for-windows.html?v=t
  • For Linux: https://www.intel.com/content/www/us/en/download/18895/26735/intel-system-support-utility-for-the-linux-operating-system.html

Best regards,

Jay B.

Intel® Customer Support Technician

[js001]

1. The horizontal lines are still a problem in Chrome, I have not noticed it in other applications but I have seen it in Chrome in Windows as well as Ubuntu.

2. This system is a fresh built and Ubuntu OS is a recent install, Windows is from an old machine.

3. For cables I am using whatever I have. I was not aware the Arc GPU required special cables. I am also running the video through a KVM switch. But if the cables or KVM switch were the issue the issue would likely occur all the time not specifically with Chrome.

4. I have not tried another monitor, the only other monitor I have has lower resolution and therefore probably would not have the issue.

5. Its a GPU issue, not having a ton of experience with GPU's no steps were taken to trouble shoot it.

6. I will try posting the output from the diagnosis tool.

[js001]

Here is the Ubuntu OS scan although the tool reported that the OS was not supported.

[js001]

I am not seeing the issue in Windows at the moment, but here is the scan.

[JayB_Intel]

Hello js001,

Thank you for the update. Kindly consider the steps below to help us with the situation and let us know of the results as we might need to conduct further investigation on your concern. Please try the steps below on both Ubuntu LTS and Windows OS so that we can isolate if it is a browser, OS or driver related concern.

In the Settings menu on Google Chrome disable hardware acceleration:

1. Expand the “Advanced” drop-down section found in the left sidebar.
2. Select “System”.
3. Find the “Use hardware acceleration when available” setting.
4. Toggle the switch to the “Off” position.
5. Restart your system.

If the issue persists, please try the steps from the article below if you are on Windows OS.

https://www.intel.com/content/www/us/en/support/articles/000091878/graphics.html

Best regards,

Jay B.

Intel Customer Support Technician

[js001]

I am still seeing the issue on the Ubuntu OS and the issue persists with Chrome when hardware acceleration was turned off.

I also found that the issue exists in Text Editor in full screen mode. I think the issue probably exists for any program that displays a white page in full screen mode. With added color and text, like on this page where I am entering text, I do not see the issue.

[JayB_Intel]

Hi js001,

We would like to conduct further investigation on your concern with the team, as it seems that it may related to its rendering capabilities when the system is running Ubuntu OS. Kindly share with us a screenshot and/or a short video clip showing these static/erratic horizontal lines on your screen. This can help us with analysis and to better describe the output you are experiencing.

Best regards,

Jay B.

Intel Customer Support Technician

[js001]

Okay, it wasn't the easiest phenomena to capture on video. Screen capture for instance didn't get it, but my phone did. In the video you see the horizontal line twice, once near the beginning and once near the end.

Note: I could view the video in Chrome but not in vanilla VLC media player.

[JayB_Intel]

Hi js001,

Thank you for the prompt response. Let me share this with our team to conduct further investigation and work on a solution for you. Please allow me to revert to you until next week Tuesday, February 13 2024 for an update. Kindly bear with while we work on this for you.

Best regards,

Jay B.

Intel Customer Support Technician

[NormanS_Intel · Accepted solution]

Hello js001,

We appreciate your patience and apologize for any inconvenience caused by the wait. After extensive testing with the base graphics driver included in Ubuntu 22.04.3 and the most recent driver available for your system, we have not encountered the issue you described.

Nevertheless, if you continue to experience difficulties with the Arc graphics card, please do not hesitate to inform us. Your feedback is essential for us to delve deeper into the matter and identify a solution. Thank you for your understanding.

Best regards,

Norman S.

Intel Customer Support Engineer

[js001]

I think you are correct and this issue is not with the Arc GPU or its drivers. I have two GPU's in the machine the other one being an old Nvidia GPU I have used for years without issue. In fact I switched back to using the Nvidia GPU as my primary GPU. But today I noticed the same issue with horizontal lines while using the Nvidia GPU and Chrome on Linux. So I unplugged the monitor HDMI cable from the KVM switch I have and plugged it straight into the Nvidia GPU and the problem disappeared. I then plugged the monitor HDMI cable into the Arc GPU and the problem did not re-emerge.

I have had the KVM switch for about a year and my monitor for about 6 months and never noticed this issue before. But maybe there is just a little more delay using a discrete GPU vs the integrated laptop GPU's I have been primary using to drive my monitor through the KVM switch, which causes the issue.

[js001]

I also upgraded a bunch of GPU related libraries like mesa-vulkan this week, so the issue could be a third party library interacting with the KVM switch. Its hard to pin down the exact cause without more testing than I am prepared to do.

[NormanS_Intel]

Hello js001, 

It's great to hear that you've been able to narrow down the potential causes of the display issue. It appears that the KVM switch may be a contributing factor to the uncertainty, which isn't observed when the GPUs are directly connected to the monitor. While it can be challenging to pinpoint the exact cause without extensive testing, your observations have certainly provided valuable insights into the situation. If the issue does not recur with the direct connections, it may be advisable to use the GPUs without the KVM switch for a stable experience. I also found this link regarding KVM: https://www.intel.com/content/www/us/en/support/articles/000095952/graphics.html - Display Goes Black When the Intel® Arc™ A750 Graphics Are Connected to a KVM Switch through DisplayPort

With this in mind, I will close this inquiry now. If you need further assistance, please submit a new question as this thread will no longer be monitored.

Thank you for sharing your findings, and should you decide to investigate further, we're here to assist with any questions you may have.

Best regards,

Norman S.

Intel Customer Support Engineer