Arc a770 crash and then no signal

[zelas2xerath]

Hi,

I recently have been experiencing an issue with the Arc a770 where if GPU usage is at 40% or more, the graphics card stops sending a signal to the monitor.

The issue started a couple weeks ago.

It mostly happens when playing a game (such as CS2,PUBG especially)

Steps to reproduce:

Launch CS2 or PUBG on Steam

Join any multiplayer server

Play normally for 2-10 minutes

The display should show a no signal message and the machine stop the output of video and audio,(Numlock key is invalid), and then I reboot the Windows.

Currently running an AMD R5 5600X on an MSI MORTAR B550 WIFI motherboard, with 32 GB of DDR4 RAM.

Windows Version: 23H2 22631.3737

Arc Driver Version: 31.0.101.5594

Power supply SEASONIC 650W

Resizable BAR is enabled

GPU not overclocked

GPU temperatures are 50℃ at idle, and 70℃ at max load.

Have tried but no use work:

Reinstall games

Reinstall Windows 11

Update or backspace Intel Graphical driver

Update or backspace BIOS

Reset default bios setting

(Other not important issue : The graphics card has a whistling sound,like a zzz~ at a high load)

I have upload the windows crash dmp file and SSU file

[JeanetteC_Intel]

Hello zelas2xerath,

Thank you for posting in Intel Communities.

We'll check on this query and we will post an update once it's available. 

Best regards,

Jeanette C.

Intel® Customer Support Technician

[zelas2xerath]

Today, I have reinstall my windows 11,and install "gfx_win_101.5762" driver, and test on CS2, this issue still exists.

I have upload the dump file.

[JeanetteC_Intel]

Hello zelas2xerath,

Thank you for the additional details you shared.

I'm still currently coordinating this for further investigation.  We will post an update once it's available. 

Best regards,

JeanetteC.

Intel® Customer Support Technician

[JeanetteC_Intel]

Hello zelas2xerath,

Good day!

I have checked the logs and all the information you shared. This issue seems to be hardware-related. Would you be able to try using a different graphics card to help isolate the problem?

For reference, please check the following articles:

•  Blue Screen Errors (BSOD) when using Intel® Arc™ A770 Graphics
• Blue Screen Error: "VIDEO TDR FAILURE" with Intel® Graphics and Intel® Arc™ Graphics
• Bluescreen Error message " igdkmdnd64.sys " On Intel® Arc™ A750 Graphics

Additionally, can you share if the issue occurs even under light load, as you mentioned it primarily happens while playing games. Does the problem persist when simply browsing the web or not playing games?

I will wait for your reply.

Best regards,

JeanetteC.

Intel® Customer Support Technician

[zelas2xerath]

This problem rarely occurs at low loads and has only occurred twice
I don't have any extra graphics cards to replace for testing

[JeanetteC_Intel]

Hello zelas2xerath,

I understand that you don't have an extra graphics card for swap testing. Since you mentioned that the problem only occurred twice, may I ask when was the last time the issue was observed? Is it possible for you to reach out to your point of purchase to get help with the swap test, to rule out a hardware-related issue?

I'll give you time on this and will wait for your update soon.

Best regards,

JeanetteC.

Intel® Customer Support Technician

[zelas2xerath]

What I mean is that this problem only occurs twice under low load, and persists under high load.
I will send the graphics card to Intel's after-sales service to help me troubleshoot hardware issues. Thank you for your response

[JeanetteC_Intel]

Hello zelas2xerath,

I'll take note of this and I hope to get an update from you soon.

Best regards,

JeanetteC.

Intel® Customer Support Technician

[JeanetteC_Intel]

Hello zelas2xerath,

Good day!

I just hope to get an update on this. I will wait for your reply.

Best regards,

JeanetteC.

Intel® Customer Support Technician

[JeanetteC_Intel]

Hello zelas2xerath,

I have not received any response in the past few days. I hope that Intel's after-sales service was able to help troubleshoot the hardware issues for you. I will now proceed to close this thread.

Should you need assistance in the future, please submit a new question as this thread will no longer be monitored.

Sincerely,

JeanetteC.

Intel® Customer Support Technician