Arc control bug

[AmemiaErika]

I update the driver to 4575 today,but after I restarted my pc,I can't open the main menu of the control.

The same with quit,I have to shut down Arc Control service in task manager that I can reopen the control,but I can't adjust any settings.

I have tried to use DDU to reinstall the driver but it doesn‘t solve this issue.

Is this a bug?Or maybe something is wrong with my pc?

[TruthGaming]

I have the same issue.

[Jean_Intel]

Hello AmemiaErika and TruthGaming,

Thank you for posting on the Intel️® communities. We would be more than glad to help you.

When experiencing problems launching the Intel® Arc™ Control or interface not responding, we recommend you try the following:

• Uninstall Intel® Arc™ Control following the steps below:

1. Press the Windows key.
   1. Click settings.
   2. Select Apps and then select Apps & Features.
   3. Search the list for Intel® Arc™ Control software and click it.
   4. Select Uninstall.

• Reinstall Intel® Arc™ Control. See How to Install Intel® Arc Control for instructions.

If the issue persists, update the graphics driver to the latest BETA version, 31.0.101.4575, on Download Center.

Best regards,

Jean O. 

Intel Customer Support Technician

[AmemiaErika]

BETA version could‘t resolve this issue

[Jean_Intel]

Hello AmemiaErika,

We're sorry to hear that the issue persists even after trying the latest BETA driver. However, we would like to confirm if you have tried uninstalling and reinstalling the Intel® Arc™ Control software. In case you haven't, please try this recommendation and let us know the outcome.

Best regards,

Jean O.

Intel Customer Support Technician

[storaid]

trying "uninstall" and "reinstall" is useless..

you waste my time...

definitely, it's a bug...

[AmemiaErika]

exactly.

[Sliders63]

Unfortunately I am seeing the same problem here on my Windows 10 installation. I have done several Un- and Installations, using DDU (Display Driver Uninstaller) . It does not help. Currently I am on driver version 4575 WHQL. My Windows build is Windows 10 with the latest updates installed. So nothing fancy.

I can find these errors in my application event log:

Faulting application name: ArcControlAssist.exe, version: 1.70.5084.2, time stamp: 0x64af8c9d
Faulting module name: ucrtbase.dll, version: 10.0.19041.789, time stamp: 0x2bd748bf
Exception code: 0xc0000409
Fault offset: 0x0000000000071208
Faulting process id: 0x3b8c
Faulting application start time: 0x01d9bd51f1db62c1
Faulting application path: C:\Program Files\Intel\Intel Arc Control\ArcControlAssist.exe
Faulting module path: C:\WINDOWS\System32\ucrtbase.dll
Report Id: 260caa41-58d4-41c6-a3ac-b6948bc527d3
Faulting package full name:
Faulting package-relative application ID:

I guess it will be part of the problem why the ARC Control Center cannot be started.

BUT: the problem goes away for me when I install driver version 4502 again. So I guess there is something "wrong" with ARC Control in driver version 4575. Also interesting to note is that right after installing driver 4575, when you get asked to restart the computer but you just click finish and don't restart the ARC Control opens;  but only this one time. After rebooting Windows ARC Control does not open again and the error mentioned above gets logged.

[Jean_Intel]

Hello everyone,

Thanks for all the information provided.

We will proceed to check the issue internally and post back soon with more details.

Best regards,

Jean O. 

Intel Customer Support Technician

[Jean_Intel]

Hello everyone,

We are currently checking this internally. However, we would like to confirm some information before resuming our research. Please, provide us with the following:

• Can you share a video showing the step-by-step to reproduce the problem? This would help us with issue reproduction purposes.
• We would like to confirm if you have installed on your systems any other application that can control the graphics settings on your system besides the Intel Arc Control.
• We also would like to ask for more system information. Please create a system report using the Intel System Support Utility (Intel SSU):
  • Download the Intel SSU
  • Open the application and click "Scan" to see the system and device information. By default, Intel SSU will take you to the "Summary View."
  • Click on the menu where it says: "Summary" to change it to "Detailed View."
  • To save your scan: click "Next"; then "Save."

Best regards,

Jean O. 

Intel Customer Support Technician

[VictorG97]

Machine: Acer Nitro 5 AN515-58-71Y0 NH.QFLEX.00G

BIOS Version/Date: Insyde Corp. V2.09, 6/14/2023

Operating System: Windows 11 Pro (OS Build 22621.1992)

CPU: Intel Core i7-12700H

Memory: 48 GB Total

-> 16 GBytes DDR4-3200 Kingston ACR32D4S2S8MF-16
-> 32 GBytes DDR4-3200 Kingston 99U5744-011.A00G

Graphics Adapter 1: Intel Iris Xe Graphics

-> Current Driver version: 31.0.101.4576 BETA

Graphics Adapter 2: Nvidia GeForce RTX 3050 Ti Laptop

-> Current Driver version: 536.67 WHQL

-> Video BIOS version: 94.07.3A.40.BE

SSD: Samsung 980 PRO 2 TB

-> Current Firmware version: 5B2QGXA7

I had had no problems opening the Intel Arc Control Interface until I recently upgraded my Intel Iris Xe Graphics adapter to driver version 31.0.101.4575 Stable. I tried everything written here - https://www.intel.com/content/www/us/en/support/articles/000093729/graphics.html - including the removal of the driver from Safe Mode with DDU and installing it over again anew, yet the Intel Arc Control Interface still would not appear. It would not appear if I started it up from the Start Menu or by clicking on the 'Show hidden icons' arrow on the taskbar. So the reinstallation of the drivers thus proved futile.

Today I upgraded the driver of my Intel Iris Xe Graphics adapter to version 31.0.101.4576 BETA. Before doing that I removed version 31.0.101.4575 Stable in Safe Mode using DDU. The problem persists. The Intel Arc Control Interface still does not appear when summoned either from the taskbar (by selecting the Intel Arc Control icon after clicking on the 'Show hidden icons' arrow) or from the Start Menu (by typing in 'Intel Arc Control' and hitting Enter).

I would be glad if the problem may be summarily resolved within the new versions of the driver and that the Intel Arc Control Interface would appear the same way it did before I upgraded to driver version 31.0.101.4575 Stable and afterward - to version 31.0.101.4576 BETA. I have not tried going back to versions earlier than the aforementioned to see if it the Interface would appear, but I have tried all I have discoursed upon above and heretofore the issue remains. To note again, I have not experienced this problem until I first upgraded to version 31.0.101.4575 Stable and it still persists in 31.0.101.4576 BETA. The Interface opened fluently before that.

Herewith I have attached the SSU Report for further illumination.

PS. I have shortly upgraded my Nvidia GeForce RTX 3050 Ti (Laptop) graphics drivers to version 536.67 WHQL. It comes along with the Nvidia Control Panel and GeForce Experience.

Thank you!

[Jean_Intel]

Hello VictorG97,

We appreciate the information you have shared with us.

You mentioned that you have an Nvidia graphics card, and you recently upgraded your drivers, installing the Nvidia Control Panel and GeForce Experience. Using this application can cause conflict with the Arc Control software as they both are designed to customize specific graphics settings. We would like to recommend you uninstall the Nvidia Control Panel and GeForce Experience applications and check if the problem remains.

Everyone, if you have a similar application, please try uninstalling the other application and only using the Arc Control software. We also want to request you share the Intel SSU report with us to further look into this matter. Please note that the more information we have, the better.

Best regards,

Jean O.

Intel Customer Support Technician

[RebelAlliance]

Hello,
I am encountering the same issue.  Even after updating to the newest version, my driver shows 31.0.101.3959 released on 12/3/2022.  Either way, at some point it did show the latest update but the error remained, which is:
"Camera is being used by another app".
This is the second time I am reporting this.  Last time was in May 2023.  Got an update in June 2023 and it worked for a while then it just stopped working.  I have tried Beta versions but no go.  Intel needs to completely rewrite these drivers/Control SW as they are trash.  
I am attaching my SSU file for helping to pinpoint the issue.  I am confident that, once fixed, it'll happen again in a few months, if not sooner, but I am stuck with this hardware for now, unfortunately.

[Parkdale]

Hi, I have the same problem after installing Driver gfx_win_101.4575 and Beta version 4576.

Tried DDU no change, and most ideas that others in this thread have mentioned.

Faulting application name: ArcControlAssist.exe, version: 1.70.5084.2, time stamp: 0x64af8c9d
Faulting module name: ucrtbase.dll, version: 10.0.22621.608, time stamp: 0xf5fc15a3
Exception code: 0xc0000409
Fault offset: 0x000000000007df28
Faulting process ID: 0x0xCD0
Faulting application start time: 0x0x1D9BFA4B052068A
Faulting application path: C:\Program Files\Intel\Intel Arc Control\ArcControlAssist.exe
Faulting module path: C:\WINDOWS\System32\ucrtbase.dll
Report ID: 94fc88d4-830b-4324-8608-9ada83086b93
Faulting package full name:
Faulting package-relative application ID:

Install logs attached... if any more required please let me know.

[Jean_Intel]

Hello Parkdale,

Thanks for jumping in the thread and sharing your information with us.

Checking on your reports, we noticed that your system has an Nvidia graphics card. We would suggest you check if the Nvidia Control Panel and GeForce Experience are installed on your system and uninstall them. As we mentioned before, this application can cause conflict with the Arc Control software as they both are designed to customize graphics settings. We would like to confirm if the issue remains after uninstalling other graphics applications and only using the Arc Control software.

Best regards,

Jean O.

Intel Customer Support Technician

[Parkdale]

Hi Jean O,

I have never used Nvidia Experience!!!  and I did uninstall Nvidia control panel, but so far Intel Arc overlay still not working.

[MaSin]

I had the same issue with the 4575 update. I couldn't open or quit the Arc Control panel since I've updated. I'm using a Nvidia 3060 along with my Arc A380. 

I've figured out a work around by uninstalling the 4575 driver software and installed 4369 driver and software. Then I updated the driver to 4575 but didn't install the newer version of the Arc Control Panel.

Now I can use the new driver with the old version of the Arc Control Panel. Now I'm able to edit Performance tuning again including the Fan Control setting.

I still don't know why Intel still hides the Fan Control settings from average users!

[Jean_Intel]

Hello RebelAlliance,

You are experiencing a different problem than the one reported in this thread. We are currently looking at a problem where the Arc Control software either does not open or is unresponsive. In contrast, the issue you report seems to be related to an error message you receive while using Arc Control Software. If our understanding is correct, we invite you to create a new thread, posting a new question in the Intel® ARC™ Graphics forum.

Best regards,

Jean O.

Intel Customer Support Technician

[Jean_Intel]

Hello everyone,

We will continue researching this issue internally using the new information we have. We will update you as soon as we have more information.

Best regards,

Jean O.

Intel Customer Support Technician

[Jean_Intel]

Hello everyone,

We appreciate your patience.

After researching this internally, we would like to further look into this, and we would like to request you share your Intel Arc Control Logs:

•  "C:\Users\<your_username_here>\AppData|Local\Intel\IGN\logs"

Best regards,

Jean O.

Intel Customer Support Technician

[storaid]

SURE