Driver install issue

[tfraser]

Hello,

I've had an issue with an Asrock Arc A380 ever since I bought it about 6-8 months ago. I installed it in an existing computer, and ever since I did so, the computer does *not* like to wake up from sleep. It will display a colorful, noisy static image on one monitor and will eventually either turn off, perform a clean restart, or just stay in that state.

I've been looking into fixing it lately, and did the usual rolling back of drivers and performing a reinstall. I've noticed that windows update will install driver version 31.0.101.4314, but if I try to install gfx_win_101.5186_101.5234 from the intel website *or* the driver and support assistant, it fails. The former unpacks the files and displays the splash screen logo for less then a second before disappearing, the latter simply states "Installation failed" after unpacking the same files.

asrock site provides driver version 101.1743 with an accompanying message to see intel for drivers.

Resizable bar is confirmed enabled by BIOS and windows device manager. Card is installed in an Asus x570-p motherboard with a Ryzen 3900x running windows 10.

I'd appreciate any help you could provide!

[JayB_Intel]

Hello tfraser,

We appreciate you performing the relevant steps to address your concern of unable to install the driver of the ASRock Intel Arc A380. Please be informed that your Intel Arc A380 is not part of the supported products of the driver Intel® Arc™ & Iris® Xe Graphics. We would like to suggest considering the steps below to exhaust troubleshooting for installing its driver. Please see below for your reference:

• Update the BIOS version of your ASUS PRIME X570-P. Please coordinate with your motherboard manufacturer for further assistance in updating the BIOS.
• Ensure the following settings are set to Enabled (or Auto if the Enabled option is not present):
  • Above 4G Decoding
  • Re-Size BAR Support
• Try to use Display Driver Uninstaller to uninstall the graphics driver 
  • Download Display Driver Uninstaller (DDU) software and extract the file.
  • Open DDU ****.exe and run extract program.
  • Reboot into Windows* safe mode. (Refer to Start your PC in safe mode in Windows.)
  • Go to the DDU extract path and double click the Display Driver Uninstaller.exe to open DDU.
  • Click Close in the Options window.
  • Select device type to GPU and select device to INTEL.
  • Click Clean and restart, wait the software to finish the process and auto reboot Windows to the normal mode.
  • Reinstall the driver developed by ASRock from their download page:
    • https://www.asrock.com/Graphics-Card/Intel/Intel%20Arc%20A380%20Challenger%20ITX%206GB%20OC/#Download
• If the issue persists, please download and run this tool, Intel® System Support Utility(links below) so I can help check your system info and assist us with troubleshooting. Once finished downloading, open the tool, click on scan (leave the default items checked), click next, then save the system information to a .txt file. Please provide us the .txt file.
  • For Windows: https://www.intel.com/content/www/us/en/download/18377/25293/intel-system-support-utility-for-windows.html?v=t
  • For Linux: https://www.intel.com/content/www/us/en/download/18895/26735/intel-system-support-utility-for-the-linux-operating-system.html

Best regards,

Jay B.

Intel Customer Support Technician

[JayB_Intel]

Hello tfraser,

Were you able to check the previous post? Let us know if you still need assistance.  

Best regards,

Jay B

[tfraser]

Hello,

Thank you for the reply.

I was able to do most of what you've suggested. Updated the bios to latest. Resizeable bar and above 4g are both enabled. I downloaded the DDU tool and found that I cannot actually boot to safe mode. I have read that this is likely due to the fact that I converted the OS disk from MBR to GPT and it isn't right. I haven't had time to repair the windows install or reinstall, but running DDU in normal windows did seem to fix the problem for a couple of days or sleeps? But it is back to crashing every time it sleeps.

I just performed the scan, fwiw. See attached.

Thank you again for your help.

[JayB_Intel]

Hi tfraser,

Thank you for trying out our recommendations and for sending the logs.

As a final troubleshooting step try using DDU to install latest driver 31.0.101.5194 (link below) and check if the issue persists.

https://www.intel.com/content/www/us/en/download/785597/intel-arc-iris-xe-graphics-windows.html

If this does not resolve the issue I have a strong suspicion the issue is coming from the Operating System (the fact you cannot enter safe mode and there are no system errors in the log). Resuming from S3 requires a combination of OS - drivers - BIOS/UEFI and it doesn't seem the resume halt is coming from the GPU, instead in OS-UEFI. If possible try doing a clean OS installation to see if there is any improvement.

Best regards,

Jay B.

[JayB_Intel]

Hello tfraser,

Were you able to check the previous post? Let us know if you still need assistance. 

Best regards,

Jay B.

[JayB_Intel]

Hello tfraser,

I hope you are doing well. Since we have not heard any feedback regarding our previous post, we will close this inquiry now. If you need further assistance, please submit a new question as this thread will no longer be monitored.

Best regards,

Jay B.