BSOD A750 constantly crashing

[Xzorn]

Hi,

I've just got my A750 yesterday and i installed it then.

Booted up the computer and after DDU and new drivers installed it crashed.

It crashed just at the desktop. No load.

So today i started the day by doing the DDU all over again and ended upp reinstalling my Windows and updated the BIOS.

AND the issue still stands. it boots up to windows i sign in. in around 3-5 minutes when i either move the mouse around or try using the browser it crashes.

Video_TDR_failure = EVERY TIME

This have happened like 20-30 times during the day and i'm running out of options.

Tried to reseat the card, check the cables to see if it could be that.

I've changed the PCI-e to Gen 3 in stead of Gen 4 (auto)

when i reinstalled Windows all worked fine untill i installed the cards driver and the card got recognized by the computer.

Sry, cant make the ISSU Report due to that the computer crashes as soon as i tries to use it.

Just upgraded a few components.

CPU: Ryzen 5 5600

Motherboard: Asus Prime B550-a

PSU. Coirsair HX850

RAM: 24, and tried to remove a few to 16, no change.

Windows 11 Pro version 23H2 (OS-Version:22631.2861)

PLEASE! I really hope it's not the card. I dont have the time to wait for another one.

[Jean_Intel]

Hello Xzorn,

Thank you for posting in the Intel communities. We will be more than glad to assist you with the BSOD problem you have with your new Intel Arc A750 graphics.

Based on your issue, and to better assist you, we would like to ask for the following:

• Is there any problem if you navigate through the BIOS menu?
• Does the issue occur if you are in save mode?:
  • Select Recovery > Advanced startup to boot to maintenance mode.
  • At the resulting menu, choose Troubleshoot > Advanced Options > Startup Settings > Restart.
  • After Windows restarts to the Startup Settings screen, select options, 4, 5, or 6 to boot to Safe Mode.
• You mentioned that after reinstalling Windows, the Operating System worked fine until you installed the card driver and the card got recognized by the computer. Does the system work if you use the Microsoft Basic Display Adapter (Eliminating all the graphics drivers)?
• What is your Intel Arc A750 model? (Limited Edition, Asrock, Sparkle, Gunnir, Acer)
•  If it is possible, and to have more details about your system, 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" and "Save."

Best regards

Jean O.

Intel Customer Support Technician

[Xzorn]

Hi Jean,

Thanks for the reply.

I'll awenser your questions below.

1. Is there any problem if you navigate through the BIOS menu?
   - No, non at all.
2. Does the issue occur if you are in save mode?
   - Nope
3. You mentioned that after reinstalling Windows, the Operating System worked fine until you installed the card driver and the card got recognized by the computer. Does the system work if you use the Microsoft Basic Display Adapter (Eliminating all the graphics drivers)?
   - System works fine if i disable the graphic card in device manager for example.
4. What is your Intel Arc A750 model? (Limited Edition, Asrock, Sparkle, Gunnir, Acer)
   - It's a Intel, LE.
5. If it is possible, and to have more details about your system, create a system report using the Intel System Support Utility (Intel SSU)
   - I've added it. tried to create it betwen the crasches. started up the computer this morning and it crasched at the windows logon screen. Now i run the computer with disabled graphics card and it works fine!

Regards

[Xzorn]

Hi Again,

FYI.

I was just in bios to try find something like SVM or something that might be on.

Then de computer just died and restarted.

[Jean_Intel]

Hello Xzorn,

Thank you for providing us with the information. We understand that your system works when you disable the graphics card in the device manager or run it in safe mode, but it restarts when you navigate through the BIOS menu. We have noticed that your system is up to date and would like to investigate this matter internally. We will be posting back with more details as soon as possible.

Best regards

Jean O.

Intel Customer Support Technician

[Jean_Intel]

Hello Xzorn,

Thank you for your patience while we investigate the issue with your system. Based on our initial analysis, it appears that there may be a problem with the graphics card, as the system crashed in the BIOS menu. However, we would like to further investigate this issue as you mentioned that you don't have the time for a replacement. To help us better research the issue, we kindly request that you provide us with the dump files so we can review them.

We also recommend that you try installing a prior graphics driver, such as 31.0.101.5074, using the DDU software. Once you've done this, please let us know how the system performs with the different driver versions.

Finally, we strongly advise you to update your BIOS to the latest available version. According to our system report, your BIOS version is 3404, but the latest version is 3405. If you have any questions about the BIOS installation process, please contact Asus support for additional instructions.

Best regards

Jean O.

Intel Customer Support Technician

[Xzorn]

Hi Jean,

Thank you for your respond.

I've done what you asked, updated the BIOS and DDU, then .5074 drivers. But no luck, same issue stands. BSOD is still happening.

I've tried to add two dumpfiles. But the website dont accept them as files.

how do you want me to send them to you?

Regards

Xzorn

[Xzorn]

Hi Jean,

Well at this point i cant use the card.

So i'll need to return it to the shop where i bought it.

[Jean_Intel]

Hello Xzorn,

We could have sent you an email to the email address associated with your account so that you could share the dump files to better look into this problem. However, since you mentioned that the graphics card is not working, we would advise you to start the warranty process for this card. To expedite the process, you can contact the place of purchase. Alternatively, you can contact Intel customer support to honor the warranty (you cannot do that through the communities) of your Intel Arc A750, as this is a limited edition card. Please feel free to choose any of the following options:

U.S. and Canada: Intel Customer Support

Europe, Middle East, and Africa: Intel Customer Support EMEA 

Asia-Pacific: Intel Customer Support APAC 

Latin America: Intel Customer Support LAR  

Best regards, 

Jean O. 

Intel Customer Support Technician

[Jean_Intel]

Hello Xzorn,

We understand you have opened an internal support case with us, and we will continue to help you through that channel now. Therefore, we will close this community case. This thread will no longer be monitored by Intel, if you have any questions, you should submit a new thread. 

Best regards

Jean O.  

Intel Customer Support Technician