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BSOD caused by driver & black screens when booting on Windows

Afranche
Beginner
4,375 Views

Hi,

 

I'm sending this message regarding an issue I've been experiencing lately with my Intel Arc A770 on Windows 11. I've got the card since a month or two now and it started having two problems, of which the two occurred relatively at the same time:

- The first thing that happens very often (every day at least) is that my driver often crashes during games. The display does not receive any signal and very rarely does it recovers. Most often, it crashes and I experience a BSOD from VIDEO_TDR_FAILURE (source being igdkmd64.sys).

It happens independently of the load experienced by the GPU. I've tried more demanding games (Jedi Survivor & Satisfactory) and it manages to work pretty well but on some others that are way less expensive in resources like League of Legends, it just crashs.

- The second issue is whenever the PC is coming up. I'm welcomed by a black screen where only the cursor can be seen and I do hear the Windows login sound. Only I do not see anything else than my cursor. Weirdly enough, letting the computer inactive long enough for it to reach sleep mode and waking it up fixes the issue.

Temperature readings and power usage shows everything keeps in line. I tried also reinstalling the driver as it was advised most often and come with a fresh, clean install of Intel Arc Control but it solves nothing. I even tried downgrading to Windows 10 with a complete wipe but the same problem can be experienced. I'm really starting to think my GPU might be at fault since nobody seems to experience the same issue.

I'm adding details about my setup under the attachments. The only detail is that Resizeable BAR can not be enabled by my motherboard and is still running on default settings. I've also previously reported an issue with AMD SVM on GitHub at this issue: https://github.com/IGCIT/Intel-GPU-Community-Issue-Tracker-IGCIT/issues/177. There, you can find most of the pictures I've attached to this thread.

 

Many thanks!

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Hugo_Intel
Moderator
3,698 Views

Hello Afranche


Thank you for posting on the Intel® ARC™ Graphics Communities. I am sorry that you are experiencing no display and BSOD issues with your Intel® Arc™ A770 Graphics.


Please let's try uninstalling the current driver using Display Driver Uninstaller. Once uninstalled, update to the latest version 31.0.101.4335. If the issue persists do the same process but install version 31.0.101.4255 instead.


If the issue still happens, share with us the following information;


  • Create a log file with the Intel® System Support Utility and attach it to your response to get more details about the hardware configuration.
  • I understand League of Legends is don't of the games that trigger the issue, What other games experience this behavior?


Best Regards,


Hugo O.

Intel Customer Support Technician.


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Afranche
Beginner
3,666 Views

Hi Hugo,

 

Thanks a lot for the quick response!

 

I did see that I forgot to provide the driver version in the initial message, I experienced all of the aforementioned issues on 31.0.101.4255.

 

I also forgot to mention the issue on Windows 10 looks slightly different. I did not try any games for now but what is happening now is my screen freezes on random occasions, where recovery is not happening. It can be seen everytime Windows asks for permissions on running a program as root. However similarly as before, only the cursor can be seen ? I can confirm that I do not experience black screens on login under Windows 10, but given I did not run any games to start with on Windows 10 and barely installed anything except the driver, maybe it will do it after installing. In any cases, I've linked a picture to this message on how does it look.

 

Now as for the steps you've provided, I uninstalled the current driver using the tool you've linked to in your message and tried 31.0.101.4335. The issue happened instantly, in fact I had several visual glitches during the installation of the driver (which I assumed was normal), which led then to a freeze like the ones I've previously mentioned. Suspecting that only the driver crashed, I rebooted through the power button and indeed, the driver was installed and the version was the proper one. I created a log file which I'm attaching to this message.

 

I immediately experienced the freeze issue, which then led me to repeat the same steps, except with 31.0.101.4255 this time. The issue however is persisting.

 

Thanks again for your continuous support 

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Hugo_Intel
Moderator
3,615 Views

Hello Afranche


Thank you for the information. We are at the moment investigating a similar issue as the one you are reporting that happens in older hardware not listed on our requirements website, we are trying to determine if this issue might be the same o a different one.


Some customers have reported that the issue can get fixed by rolling back to driver 31.0.101.4255 which we confirmed is not the case for you or by enabling Resizable Bar. I see in your original post that you cannot enable Resizable Bar in your system, however, checking your motherboard's website I see that it should be supported since BIOS version F12, Could you please let us know the reason why it cannot be enabled from your side?


Also, Could you please let us know if you are still experiencing the BSODs crashes as well?


Best Regards,


Hugo O.

Intel Customer Support Technician.


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Hugo_Intel
Moderator
3,515 Views

Hello Afranche

  

I hope you are doing fine. 

  

Were you able to check the previous post? 

Let us know if you still need assistance. 

  

Best regards,  


Hugo O.  

Intel Customer Support Technician. 


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Afranche
Beginner
3,480 Views

Hello,

 

Sorry for the lack of response, I was out of my house for work but I will be available to provide more information tomorrow. I couldn't try this.

 

Regarding Resizable BAR, I will reach Gigabyte support about this. I did update my BIOS to a more recent version than the F12 one which implemented Resizable BAR, which is is why I didn't understand why I couldn't enable it.

 

I'm coming back to you tomorrow  

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Hugo_Intel
Moderator
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Hello Afranche


Have you received any update from Gigabyte regarding the Resizable BAR support for your motherboard?


Best Regards,


Hugo O.

Intel Customer Support Technician.


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Afranche
Beginner
3,359 Views

Hello Hugo,

Unfortunately not yet They seem to be taking quite the time on their esupport platform

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Hugo_Intel
Moderator
3,330 Views

Hello Afranche


Thank you for letting us know. In this case, we will continue to monitor the thread as it is important to know why resizable BAR cannot be enabled and if there will be a way to enable it since this has proven to fix the type of issues you are experiencing for other customers and we will need to confirm this before further investigate this issue.


Best Regards,


Hugo O.

Intel Customer Support Technician.


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Afranche
Beginner
3,278 Views

Hello Hugo,

 

Thanks a lot really. I'm wondering but could the issue come from the usage of a PCIe Riser ? Is there a tool on Windows that would help me guarantee I'm getting the proper bus speed required to run my GPU like `lspci` on Linux ?

 

I am still waiting for a feedback from Gigabyte, however in the mean time please know I've installed 31.0.101.4369 through a fresh install like I did before, except this time I used Intel Driver & Software Assist tool. I will keep you updated but so far this version is not making my PC go haywire directly from the installation step. It's good news actually! I will see how it goes in the following days and get back on the thread.

 

EDIT: Alright well my bad, 5 minutes in and the whole screen, except cursor, is frozen.

 

Kind regards,

Anouar

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Hugo_Intel
Moderator
3,241 Views

Hello Afranche


I do not think there is an equivalent command in Windows to know the Bus speed on the PCIE slot, most likely third-party tools might be able to provide such information, however, I do not know software with those capabilities, but in this case, if you are using a riser cable it would be better to test the GPU directly connected to the PCIE slot.


Best Regards,


Hugo O.

Intel Customer Support Technician.


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Hugo_Intel
Moderator
3,181 Views

Hello Afranche


Was there an update from Gigabyte in regards to the resizable BAR Support for your motherboard? And were you able to test the GPU without the riser cable? Please let us know.


Best Regards,


Hugo O.

Intel Customer Support Technician.


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Afranche
Beginner
3,017 Views

Hello,

 

At last I can come back to this thread. I had an answer from Gigabyte and turns out Resizable BAR is not supported by my CPU since it's an older gen of Ryzen. I'll have to wait until I actually have a 5xxx to get Resizable BAR to work.

Regarding the PCIe Riser, it doesn't quite work better once plugged. However I do notice more black screens on W10 that I did on W11. Running on W10 is a guaranteed crash. I also updated to latest version following the update but no changes on that side. Black screens still follow as usual

Thanks a lot,

Anouar

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Hugo_Intel
Moderator
2,978 Views

Hello Afranche


Thank you for the update. The issue that was happening with older hardware and that was similar to your problem is supposed to be resolved on our latest BETA driver 31.0.101.4382, so please let's test this version and check if the same issue continues, if you can make the installation with Display Driver Uninstaller it will be better.


If the issue persists we can move on to further investigate the problem, in that case, please share with us the logs that you can find at C:\Windows\minidump. Make sure to get the log files only right after a crash happens on the system to ensure it gets registered in the log file.


Best Regards,


Hugo O.

Intel Customer Support Technician.


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Hugo_Intel
Moderator
2,795 Views

Hello Afranche


Were you able to test the latest BETA driver version 31.0.101.4382 recommended in my previous post? In case the issue continued, please share with us the minidump files so we can further assist.


Best Regards,


Hugo O.

Intel Customer Support Technician.


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Afranche
Beginner
2,769 Views

Hello Hugo,

 

The actual Beta driver pointed me to version 4499. The same things happens, in the mean time I bought a Ryzen 7 5800X and it enabled Resizeable BAR. I'm still running into occasional crashes (although less frequent) but I wouldn't bet my entire being on it:

  • I can hear audio glitches on crashes, especially Counter-Strike: Global Offensive.
  • Reboots automatically but the driver still didn't start, I only hear W11 sound.
  • Any reboot gives me a black screen, I need to completely shut down the computer and when I turn it on again, it works ?

I experienced a crash on Counter-Strike, and here's the minidump file. I could not upload the file through the drag & drop section so here's a google drive link: https://drive.google.com/file/d/1c9PRTvqolj9OK_xPymGbyV7KI5M6NGNO/view?usp=sharing Thanks again!

 

Thanks a lot,

Anouar Aissaoui

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Hugo_Intel
Moderator
2,736 Views

Hello Afranche


Thank you for the information. We will check the dump files as well as the information we have gathered so far and will post back once there is an update for you.


Best Regards,


Hugo O.

Intel Customer Support Technician.


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Afranche
Beginner
2,692 Views

Hi,

Thanks a lot for your support! I will be waiting for your reply by then

I have another issue for which I'll open a separate thread but by then please know crashes reduced a LOT.

Thanks again,
Anouar

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Hugo_Intel
Moderator
2,611 Views

Hello Afranche


Upon checking the minidump files that you shared with us, they point toward the graphics memory handler which is related to the GPU itself. Our recommendations at this point and if it is possible for you, please test the GPU with a different power supply or test the GPU on a different system and check if the same issue can be replicated as the GPU might be defective.


Best Regards,


Hugo O.

Intel Customer Support Technician.


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Hugo_Intel
Moderator
2,516 Views

Hello Afranche


Were you able to perform the tests we advise in our previous post? If so, please let us know the results.


Best Regards,


Hugo O.

Intel Customer Support Technician.


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Afranche
Beginner
2,393 Views

Hi Hugo,

 

Sorry for the late response, I wanted to ensure I could get through testing them all out to be sure.. So with Resizeable BAR enabled on another system with a more performant power supply (1100W), but also on a different system but the crashes pertains unfortunately. It only happens after playing a bit. Temperatures still stay under 65degC overall

 

Kind regards,

Anouar

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