B580 hang within few seconds on startup of any 3D app such as Roblox

[henry111]

I have assembled Asrock B580 with MSI 650M working well for a week. I was running Roblox for 4 hours without any issue.

Then, out of sudden, this occurred when start to run any 3D app such as Roblox or Heaven Benchmark

1. The whole screen freeze, except for mouse pointer still movable but no responsive to click or keyboard commands.

2. After ~ 10 seconds, the mouse pointer freeze as well with static noise from speaker.

3. After ~ 1 minute, BSOD showed up with VIDEO_TDR_FAILURE as attached.

Temperature ~ 50C, there will be no screen freeze for several hours if I didnt start any 3d app.

The CPU Ryzen 5 7500S does not comes with integrated graphics.

Troubleshooting steps taken: Test run Heaven benchmark and Roblox.

1. Clean format and install Win11 Pro
2. Install latest Intel driver 6647 > freeze

3. Uninstall using DDU, install old Intel driver 6325 > freeze

4. Restore BIOS default > freeze

5. Set Rebar enabled in BIOS > freeze

6. Update latest BIOS firmware > Freeze

Please suggest any other steps before I proceed to claim warranty. Thanks.

I've posted in Graphics group before but no response there, hopefully I get response here

[henry111]

did some googling on this forum, seems like faulty GPU to me. Any other tips before I claim warranty.. it's a brand new card.

[RandyT_Intel]

Hi henry111,

The issue is not present with driver version 32.0.101.6632. Please download and install this version or a newer one. Could we try the latest driver version 32.0.101.6651 and test the system again before considering a replacement for the card? Let me know if the issue persists. Before updating, please use DDU. Thank you for your cooperation.

It Takes Longer to Open Applications After Updating the Intel® Arc™...

Regards,

Randy T.

Intel Customer Support Technician

[henry111]

I was on 6647 yesterday as screenshot. Will try with latest 6651 later today to see if it helps.

Anything else that I'm able to change?

[RandyT_Intel]

Hi henry111,

That's all for now. Please let me know how it goes.

Regards,

Randy T.

Intel Customer Support Technician

[henry111]

Updated to 32.0.101.6651. Still hang upon startup Roblox

[RandyT_Intel]

Hi henry111,

Let me check this internally. In the meantime, please provide the following information:

1. SSU report log: Share it here so I can have an overview of the system information.
2. Recordings of your observations: This will help us understand the actual context of the issue.

Since you've already applied basic troubleshooting steps, such as updating drivers and using DDU, please try verifying or uninstalling and reinstalling the latest game version. If the issue persists, contact the game developer and let me know their insights.

Looking forward to your response.

Regards,

Randy T.

Intel Customer Support Technician

[henry111]

1. Will share the SSU Report later today. 

2. Will share video recording as well later today. The screen will just hang, then after a minute or so, BSOD appeared.

The 3D tool and app that I used to test:

Heaven BenchMark https://benchmark.unigine.com/heavenhttps://benchmark.unigine.com/heaven

FurMark V2 https://geeks3d.com/dl/show/705

Roblox Player https://www.roblox.com/download

These are common apps that only need one-click installation or run direct from exe, obtained from Internet

I don't think it's related to apps .

The B580 just hang whenever I triggered any 3D functionality within Windows

[henry111]

SSU attached, it's clean install of Win11 Pro with all updates applied

[RandyT_Intel]

Hi henry111,

Thank you for sharing this information. I will begin investigating the issue and attempt to replicate it on our end. I'll post an update here or notify you directly once there are any developments. If I need further details, I'll reach out to you here. I appreciate your patience as I work on this matter. 

Regards,

Randy T.

Intel Customer Support Technician

[RandyT_Intel]

Hi henry111,

I understand that you've already updated the BIOS, but could you please confirm the current BIOS version on the motherboard? I'm having trouble opening the SSU report; could you email it to me? I'll send you an email so you can share it with me. Additionally, if possible, could we try swap testing with a spare GPU to see if the issue persists with another card? Have you also reached out to the game developer for their insights on the issue? The BSOD error message you're encountering seems to be related to the BIOS rather than the graphics card driver, according to the article below. You might also want to check with the motherboard manufacturer regarding BIOS configuration.

Blue Screen Error: "VIDEO TDR FAILURE" with Intel® Graphics and...

Regards,

Randy T.

Intel Customer Support Technician

[henry111]

The current BIOS version is the latest 7E30v1A2.

Unfortunately I don't another GPU card to swap and this CPU does not come with integrated GPU.

I didnt reach to the game/app developer as these are common app and tool used by others.

From this KB Blue Screen Error: "VIDEO TDR FAILURE" with Intel® Graphics and... I'm already using the latest 500 series chipset mainboard B650M

[RandyT_Intel]

Hi @henry111 ,

It appears that you've already tried several troubleshooting steps. I have a few questions and recommendations for you to try. If these don't help resolve the issue, please let me know so we can explore other possible steps to address your concern.

• Overheating Issues:
  • Is there any overheating when you observe the hanging on some 3D apps and Roblox?
• Specific 3D Apps:
  • Can you specifically provide the names of the 3D apps you mentioned having issues with?
• Recording of the Issue:
  • Can you also provide a recording of this issue?
• Disable Hardware Acceleration:
  • In some cases, disabling hardware acceleration in your applications can help. This can be done in the settings of the specific application.

I thoroughly checked the logs and confirmed that all drivers and BIOS are updated. However, I'm unable to check the chipset version directly. Based on the BIOS version description on the motherboard website, it appears to be included. I suspect this might be a motherboard configuration issue, but this is only a theory for now as the error message is related to the BIOS, not a driver issue.

Lastly, have you experienced this issue before? What GPU were you using previously? If you did not encounter this issue before, does it only happen with this current GPU?

Please reach out to the game app/developer so we can have their insights about this issue.

Looking forward to your response.

Regards,

Randy T.

Intel Customer Support Technician

[RandyT_Intel]

Hi @henry111 ,

I'm following up on the previous recommendation I provided. Have you had a chance to review the information and apply it to your system? Please let me know the outcome so I can determine the next best course of action.

Regards,

Randy T.

Intel Customer Support Technician

[henry111 · Accepted solution]

I have returned the unit to vendor and they have refunded. No further action needed. Thanks.

[RandyT_Intel]

Hi @henry111,

Thank you for the update. I'm sorry to hear that the issue hasn't been resolved on my end, and I understand that you decided to return the unit. I will proceed with closing this case, and it will no longer be monitored. I hope to assist you in the future. Thank you for your cooperation.

Regards,

Randy T.

Intel Customer Support Technician