Black Screen and sound glitching while gaming

[xPilgrimx]

Hi guys.

I attached my ssu file. My PSU it´s a XPG Pylon 750w brand new.

For context I installed the latest drivers (4644) yesterday, immediately after that I started to get black screen and sound glitching with absolute freeze making me do a force shutdown. This only happens when I start gaming on high end games (rdr2, Cyberppunk 2077, Ratchet and Clank and Elden Ring) I haven´t tried it on low end games to be honest but I don´t thinks gonna change.

I have my a750 for about a week and I didn´t have a single problem with it until I updated the drivers.

I tried everything you could possibly think. From unnistalling 4644 with DDU on safe mode and installing 4575 WHQL (my latest stable version) to updating my MOBO, as well as the majority of my pc drivers.

I stress test my gpu and cpu and it doesn´t happened while I did it and it does not happen while I´m only watching videos or anything else.

I also tried disconecting my gpu and connecting it again to clear the inputs.

And disabled my igpu and enabled it as well to see if it happens to be any related to it.

I really hope somebody can help me.

[Hugo_Intel]

Hello xPilgrimx

Thank you for posting on the Intel® ARC™ Graphics Communites. I know that this time of freezing issues when trying to game on your system can be rather frustrating since they do not let you use the system as expected but we would be glad to help with this one.

Taking a look at the log file and as a general recommendation, I would advise that you update your OS to the latest available version. At the moment you have version 22000, the latest one will be 2261 which corresponds to the 22H2 update.

Besides the above step, I would like to gather some more information about your configurations to try to rule out possible causes, I would like to confirm the firmware version installed on your GPU, you can get it from the Arc Control Software's geared icon on the top left of the software screen under system information. As well, please double-check that Resizable BAR is enabled on your motherboards BIOS to ensure optimal compatibility and performance.

Lastly, please check if there is any recent log file created at C:\Windows\minidump, since your system is freezing and you have to force it to turn off is probable that you do not have logs files, but if one was created it can help us to identify the issue.

Best Regards,

Hugo O.

Intel Customer Support Technician.

[xPilgrimx]

Hello Hugo

I follow your recommendation and updated my Windows version to the latest one. I did checked my firmware version but as a note I don´t know why it didn´t showed up on my Intel Arc Control app I needed to check it out on GPU Z. And it´s the 20.0.1064.

Also I did checked again and Resizable BAR it´s on as well I enabled it after I updated my BIOS and it stayed liked that. 

And last I did check for a minidump but as you said it didn´t show anything

I´ll be happy if you can find a solution with the extra info I handed to you

[Hugo_Intel]

Hello xPilgrimx

Thank you for sharing all the requested information with us. Since all settings seem to be in order, I will check this internally and will let you know the next steps once I have an update for you, or in case I need more information I will post back.

Best Regards,

Hugo O.

Intel Customer Support Technician.

[xPilgrimx]

Hi Hugo

I realized something a few minutes ago.

Basically, only my gpu shutsdown and my pc restart itself but don´t recognize my gpu after this. I connected mi HDMI to my motherboard and basically could watch the error that turned out to be a BSOD with the code: VIDEO_TDR_FAILURE. What failed was: igdkmdnd64.sys

I now have a minidump file but it doesn´t let me attach it

[Hugo_Intel]

Hello xPilgrimx

Thank you for the update. The igdkmdnd64.sys is part of the graphics driver so if you have the minidump file it would be useful for us to continue checking on this issue. You can just add the minidump to a zip file and the forum should allow you to attach it that way.

Best Regards,

Hugo O.

Intel Customer Support Technician.

[xPilgrimx]

Sorry for the delay

I attached the minidump file on zip for you guys to check it out

Thx

[Hugo_Intel]

Hello xPilgrimx

Thank you for sending us the minidump logs. We will check the log files and will get back to you once we have further steps.

Best Regards,

Hugo O.

Intel Customer Support Technician.

[Hugo_Intel]

Hello xPilgrimx

We continue to check the log files and the rest of the information that you have provided for this issue, however, we wanted to two check two things related to power consumption, based on your original post your PSU XPG Pylon 750w is brand new so we wanted to discard any possible issue with the GPU experiencing problems drawing power from it. Could you please make sure the two power plugs are properly connected all the way into the connector? if possible, Could you please test a different power supply? if not possible just let us know. We wanted to double-check on this taking into consideration the issue happens mostly when gaming which is when most power is drawn from the PSU.

Best Regards,

Hugo O.

Intel Customer Support Technician.

[Hugo_Intel]

Hello xPilgrimx

I wanted to check if you had the chance to test a different power supply and make sure the power cables are properly connected to the GPU. If trying another PSU is not possible for you, just let us know.

Best Regards,

Hugo O.

Intel Customer Support Technician.

[Hugo_Intel]

Hello xPilgrimx

We recommended in our previous post to make sure the power connectors well properly plugged into the GPU as well as trying a different PSU since it is possible the GPU is not drawing enough power to function under load, we hope these troubleshooting steps helped you and resolved the issue. since we have not heard back from you we will be closing this thread, however, in case this issue is still happening or in case you need further assistance, feel free to open an ew topic.

Best Regards,

Hugo O.

Intel Customer Support Technician.