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DP UEFI protocols causing the problems with my 2 Asus monitors coming from the Intel ARC A770 16GB.

Erwin06
Beginner
2,844 Views

Hello Hugo,

U closed my other thread very fast so i started a new thread.

https://community.intel.com/t5/Intel-ARC-Graphics/The-vga-card-is-not-supported-by-uefi-driver-problem/m-p/1481209#M3786

 

After talking to Asus support, Asus support is saying this:

 

Thank you for your email.

The beep code is an error code from the motherboard. This error indicates that the graphics output is not detected. This happens you do not have a graphics card connected or the card's interface is not supported.
When connecting a more recent monitor the card seems to try and make use of the UEFI protocols which seem not to be supported. Your older monitor will not have this problems as it is not designed for UEFI protocols.

 

Thank you for your email.


The update is not only meant for the Display Port function but also provides more support for UEFI based systems.


As asked what happens when you use HDMI?

If this works then problem is indeed not related to the monitor but it is with both cards and the support for UEFI/ Display Port on newer system. As stated for older Nvidia card this is known and in most cases can be solved using the firmware update. For Intel ARC you should contact Intel as we have no solution for this as we cannot change the way the card works. Our monitor has no influence on this.

You already stated yourself that the Intel ARC card does not (fully) support UEFI which is a requirement on newer systems and protocols. Disabling CSM control in the BIOS might be a work a round, however this can also result in the fact that you would have to reinstall Windows due to certain boot requirements which will be altered.


If you search Google for Intel ARC and Display Port problems you will quite a few posts all over the internet. We can only suggest you try out suggestions from others as we cannot help.

There are no options to change settings within the monitor. A monitor is a plug and play device, if it does not work it is defect or the problem lies with the other device. Seeing as the monitor has bee tested by the vendor I doubt that the monitor is defect. Especially as the problems you encounter are fairly common for the older GTX series and Intel ARC cards.

 

Hugo i fixed the problem with the Asus GTX 1070 by a firmware update from Nvidia.

https://www.nvidia.com/en-us/drivers/nv-uefi-update-x64/ 

 

I think that the Intel ARC A770 needs a similar update to fix the white vga Qled, 1 long beep and 3 short beeps and black screen, and the vga card is not supported by the eufi driver. For newer monitors who support the DP protocols.

 

Best Regards,

Erwin

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18 Replies
Erwin06
Beginner
2,790 Views

Hello Hugo,

 

I did ask Asus if Intel can fix this problem and Asus support wrote this:

 

Thank you for your email.


That the card has DP V2.0 does not mean that it supports all the latest boot protocols. In this case it seems to be a vBIOS problem that does not fully support UEFI/ GOP. However this is an assumption as I do not have any technical information about Intel graphics cards.

If HDMI works then indeed the above mentioned is the problem. This can only be solved by Intel if they provide a vBIOS update for it.

 

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Hugo_Intel
Employee
2,747 Views

Hello Erwin06


Thank you for sharing that information with us. Our resolution in the previous post was to either contact your motherboard manufacturer and continue working with the mas we cannot guarantee full compatibility with every piece of hardware in the market or to process a warranty replacement for the GPU, however, allow me to check this internally and check if there any other option we can offer. We cannot make any guarantee on any outcome as an RMA might be needed before we further look into this.


I will post back once I have more information for you.


Best Regards,


Hugo O.

Intel Customer Support Technician.


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Erwin06
Beginner
2,731 Views

Hello Hugo,

 

Asus is writing if HDMI is working, with the monitor connected to a HDMI cable i dont have this problem.

With a RMA i dont solve this problem, a new card will have the same problem because the Intel card needs a Vbios update because the Intel card does not fully support UEFI/ GOP.

With a older IIyama monitor i dont have this problem, with a new Asus VG249QM1A i have this problem then the Intel card is not bad, but needs a Vbios update to fix this problem just like Asus is saying. 

 

Best Regards,

Erwin.

 

 

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Hugo_Intel
Employee
2,685 Views

Hello Erwin06


Thank you for sharing the information with us as well as for your feedback. In this case upon reviewing this issue, what we can do at the moment will be to advise a Warranty Replacement for the GPU. please contact your place of purchase for further steps or in case you have an issue processing a replacement with your place of purchase feel free to contact us directly:

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,


Hugo O.

Intel Customer Support Technician.


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Erwin06
Beginner
2,676 Views

Hello Hugo,

 

I will send the card in for RMA to the shop and report back when i have more info.

 

Best Regards,

Erwin.

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Erwin06
Beginner
2,599 Views

Hello Hugo,

 

I just started up the pc and the white Qled stays on and 4 beeps, pc boots into windows, so i also get this problem with a HDMI cable.

 

Best Regards,

Erwin

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Hugo_Intel
Employee
2,578 Views

Hello Erwin06


Is this happening with the new GPU after the warranty replacement?


Best regards,


Hugo O.

Intel Customer Support Technician.


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Erwin06
Beginner
2,574 Views

Hello Hugo,

 

Its happens with the old GPU, i am still waiting for the shop to return the card to them.

 

Best Regards,

Erwin.

 

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Hugo_Intel
Employee
2,543 Views

Hello Erwin06


Thank you for the update. Please let us know if the same issue happens once the GPU has been replaced, to check if there is any other action we can take in regard to this issue.


Best Regards,


Hugo O.

Intel Customer Support Technician.


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Hugo_Intel
Employee
2,433 Views

Hello Erwin06


Please let us know if this GPU has already been replaced and if the issue persists in the new one.


Best Regards,


Hugo O.

Intel Customer Support Technician.


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Erwin06
Beginner
2,420 Views

Hello Hugo,

 

The GPU arrived 8-06-2023 at the shop and was the same day shipped to Intel.

The shop could not say if i get a replacment or the old card back from Intel.

How long the RMA takes is not yet known.

 

Best Regards,

Erwin.

 

 

 

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Hugo_Intel
Employee
2,304 Views

Hello Erwin06


Have you received the replacement GPU or an update from your place of purchase on the status of the RMA process? Please let us know.


Best Regards,


Hugo O.

Intel Customer Support Technician.


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Erwin06
Beginner
2,298 Views

Hello Hugo,

 

I did not receive the card back from the shop max ICT they told me it could take 4 till 6 weeks before i get the card back.

 

Maybe u can track the card down at Intel.

 

Best Regards,

Erwin.

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Alberto_R_Intel
Employee
2,223 Views

Hello Erwin06, I just received an update on this matter.


We just wanted to let you know that, at this point, since you have not received the card yet, if you do not have further questions about this scenario, we will be closing the case. If something were to happen with the replacement card, you can always open a new case and we will be more than glad to further assist you:

https://communities.intel.com/community/tech


Regards,

Albert R.


Intel Customer Support Technician


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Erwin06
Beginner
2,210 Views

Hello Albert,

 

Was there someting wrong with the old Intel card?

And what is the update u receive, only to close this thread?

 

Best Regards,

 

Erwin

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Hugo_Intel
Employee
2,192 Views

Hello Erwin06


We are unable to track the status of your replacement GPU since this is done through your place of purchase and an Authorized Intel Distributor or a different department.


The reason for closing the thread at the moment is that the replacement can take some time for you to receive in which no further troubleshooting is been given under this thread. So our recommendation is that once you get the replacement and in case the issue continues to happen to reach back to us so we can further assist.


Best Regards,


Hugo O.

Intel Customer Support Technician.


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Hugo_Intel
Employee
2,136 Views

Hello Erwin06


Before closing this thread I would like to re-assured you that Intel is committed to improving the Intel Arc GPU - you probably noticed we release driver updates almost twice a month between WHQL and Beta drivers - and as such we are working on a deployment method for new Firmware/vBIOS updates which should be ready very soon. And while it is true we cannot address every single compatibility issue for every device permutation out there please let us know once you receive the replacement card so we can follow up with you. I'll close this thread so our support staff can monitor and help other customers until you have the replacement card, and you can always start a new thread and we'll take it from there.


Best Regards,


Hugo O.

Intel Customer Support Technician.


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Erwin06
Beginner
2,127 Views

Hello Hugo,

 

This is great news, i have 1 more question, u say: we cannot address every single compatibility issue for every device. What devices are u talking about? Asus told me that Intel has protocol problems with their cards and only use their own products.

 

If a customer buys a intel board and a intel cpu and intel arc card and a new Asus monitor then this customer gets protocol problems this means that a customer cant buy every monitor?

 

The Intel ARC A770 supports the 

  • AMD Ryzen 5000 Series Processors
  • Most AMD Ryzen 3000 series Processors (excludes AMD 3000G-series Processors)
  • AMD 500 Series motherboard with Smart Access Memory enabled

 

So what devices are u talking about? Only monitors?

 

I also send the Asus monitor to the shop for RMA a 2nd time maybe i get my money back or a different monitor.

 

Best Regards,

Erwin

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