GPU stops working on a multi monitor setup and fails to recover at random times.

[Xirvis]

I have a multi monitor setup ( 2* Dell24"@1920*1200 on dport + 1* Samsung@1920 on hdmi ), at random times between a few tens of minutes to more than a day from booting the computer the graphic card will stop working. The screens go black and after that it tries repeatedly to recover on 1 display but it fails each time, if i restart the computer it works. Failure happened in illustrator, games and even in outlook mail client, i could not find an actual reproduction step. Happened twice to fail and recover fully immediately but i did not receive an error.  You can find the system details attached.

[Carlos_L_Intel]

Hi @Xirvis

Thank you for posting on the Intel® communities. I'm sorry for the inconvenience this might have caused you.  In order to assist you, can you please help us with the following information: 

•  When did the issue start? Were there any recent changes?  
•  Did you have any other graphics card installed previously? 
•  Is Resizable Bar enabled in the BIOS? 
•  Are you using a straight cable into the port, or are you using any type of adapter or docking station?  
•  I could not find any files attached please download and install the Intel System Support Utility (Intel SSU): https://downloadcenter.intel.com/download/25293/Intel-System-Support-Utility-for-Windows- Open the application and select "Everything" click on "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 to "Detailed View". Click on "Next", save the report and attach it to your response.

Best regards, 

Carlos L.  

Intel Customer Support Technician

[Xirvis]

Heya Carlos,

See attached file and answers inline.

• When did the issue start? Were there any recent changes?  ( from the installation )
•  Did you have any other graphics card installed previously? ( yes , amd - cleaned uninstalled drivers )
•  Is Resizable Bar enabled in the BIOS? ( i dont have support for it )
•  Are you using a straight cable into the port, or are you using any type of adapter or docking station?  ( direct cable to card )

I also get visual artifacts sometimes in Firefox and 1 display does not work at reboot until i re-plug it in.

[Carlos_L_Intel]

Hello @Xirvis, 

 Thank you for the information. In this case based on the reports there are a couple of things we should try: 

• Update your Windows, you are currently on version 19044. 
• Update your BIOS if you need any help with this, please contact the motherboard manufacturer. 

Let us know if anything changes. 

Best regards,  

Carlos L.  

Intel Customer Support Technician

[Carlos_L_Intel]

Hi @Xirvis,

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

Best regards,  

Carlos L.  

Intel Customer Support Technician

[Xirvis]

Heya Carlos,

Updated windows at latest version and bios and used the GPU a bit, the current remaining/issues are:

- when restarting computer the 3rd monitor on HDMI is not recognized until i re-plug it

- firefox has issues with video after 1-2 hours of use, the only video that i look at in browser is youtube   ( sound runs but only the first frame is rendered  or skips seconds of the video between renders )

- lost ark does not start and displays a DX11 error ( attached to reply )

- still fails ( all displays go black ) sometimes but recovers immediately

Thank you

[Carlos_L_Intel]

Hi @Xirvis,

Thank you for the information. Based on the report, I can see a couple of things we should try:

• Update your BIOS https://www.msi.com/Motherboard/Z170-A-PRO/support please contact MSI if you need help with this process.
• Update your operating system, there should be a newer version.

Let me know if anything changes.

Best regards, 

Carlos L.  

Intel Customer Support Technician.

[Xirvis]

Hey,

As mentioned in previous post, windows 10 is updated and motherboard bios is updated to the latest versions ( you can find the confirmation in attached file ). Even after update the issues are still present, even the full system hang (all screens go black and do not recover) !

Have a great day

[Carlos_L_Intel]

Hi @Xirvis,

I apologize, I must have read the previous post for some reason. Thank you for the report. Can you please try the following to make sure we have a completely clean installation of the graphics driver, I understand you uninstall the previous driver we just want to make sure:

1. Download our latest driver: https://downloadmirror.intel.com/774229/gfx_win_101.4255.exe
2. Download Display Driver Uninstaller (DDU): https://www.wagnardsoft.com/display-driver-uninstaller-DDU-extract the file. 
3. Open DDU ****.exe and run extract program. 
4. Reboot into Windows* safe mode. (Refer to Start your PC in safe mode in Windows: https://support.microsoft.com/en-us/windows/start-your-pc-in-safe-mode-in-windows-92c27cff-db89-8644-1ce4-b3e5e56fe234#WindowsVersion=Windows_10.) 
5. Go to the DDU extract path and double click the Display Driver Uninstaller.exe to open DDU. 
6. Click Close in the Options window. 
7. Select device type to GPU and select device to INTEL. 
8. Click Clean and restart, wait the software to finish the process and auto reboot Windows to the normal mode. 

Thank you for your help so far.

Best regards, 

Carlos L.  

Intel Customer Support Technician

[Carlos_L_Intel]

Hi @Xirvis,

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

Best regards,  

Carlos L.  

Intel Customer Support Technician.

[Xirvis]

Thank you, read and did all the steps. Nothing changed, i have the same issues as before we started.

[Carlos_L_Intel]

Hi @Xirvis,

Thank you for the update. I continue to work to provide you with a solution. I would like to clarify a couple of things: 

• Does this only happen when you have all the monitors connected? Or does it happen even when just one or two are plugged in?
• Since you mentioned another couple of issues in a previous post after updating your operating system, I would like to know if those are still present?

Best regards, 

Carlos L.  

Intel Customer Support Technician.

[Xirvis]

Hey,

I dont know if the issues happen with only one display, this computer stays powered non stop. I will need some time to get back with a response to this.

The issues i had before the update are still present, no change here.

Have a great day!

[Carlos_L_Intel]

Hi @Xirvis:

Thank you for your post. I completely understand. In the meantime, I will check this internally, since this should work with no issues. I'll post back with more details soon

Best regards, 

Carlos L.  

Intel Customer Support Technician.

[Carlos_L_Intel]

Hi @Xirvis,

Thank you for your time. We continue to work on this. We will need some information and also recommend a couple of things: 

• What is the model of the displays? Have you tested other displays and cables?
• Is Firefox the only browser affected?
• It will be good for you to check if there are any firmware updates for your monitors
• Can you test our latest driver: https://downloadmirror.intel.com/777403/gfx_win_101.4314.exe preferable using DDU as mentioned on a previous post. 

Best regards,  

Carlos L. 

Intel Customer Support Technician.

[Carlos_L_Intel]

Hi @Xirvis,

Were you able to check the previous post?  

Let us know if you still need assistance.  

Best regards,  

Carlos L.  

Intel Customer Support Technician.

[Xirvis]

Hey,

It seems that we are still trying things blindly, do you have any tool or log where we could find any information about what is happening?

Trying things that have potential to brick the computer i work on is a no go for me from now on, no more firmware updates. Related to the different displays and cables: cables yes, displays no.

As a side note that new driver does not work and fails during install ( screen freezes when it is loaded ).

I appreciate the help, but i am starting to be concerned by the fact that we are looking at everything but the driver and the GPU and at this moment we still do not have a lead. This is happening on a system that worked without any issues with Sapphire NITRO+ RX 590 8G G5 SE until i replaced it with this card.

Have a great day!

[Carlos_L_Intel]

Hi @Xirvis,

 Thank you for your time. We are trying to figure out what is happening, that is why I am asking some more information in order to help you. Just to clarify:

• Does the driver fail during or after the installation? 
• What is the model of the displays? Have you tested other displays and cables?
• Is Firefox the only browser affected?

Best regards,  

Carlos L.  

Intel Customer Support Technician.

[Carlos_L_Intel]

Hi @Xirvis,

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

Best regards,  

Carlos L.  

Intel Customer Support Technician.

[Xirvis]

I am disappointed by all the problems with the offered support, replies not read properly, user put to damage other devices by updating firmware ( where intel will not reimburse for damage and make will not replace under warranty ), no actual debug information ( logs, error codes etc ), user put to do things he is highly unlikely to do ( have displays and cables lying around to swap when needed ) and questions that can be answered just by reading the issue or configuration by the support.

Now i passed the 1 month mark where i can be reimbursed, nothing changed except lost time, computer works with any other card but not this. And no one is asking about the GPU (the only slightly related was the new driver that did not install )!!! Also after looking at some other post with similar issues on the same card there is no fix there either just same steps that go nowhere.

[Jocelyn_Intel]

Hello, @Xirvis  

We understand that this may be frustrating for you, we are doing our best to give you the best experience possible and investigating this issue. 

Please be aware that we need to get the information previously requested and confirm the Troubleshooting steps recommended to try to fix this issue and/or investigate it properly. 

Please provide us with the following information so we can investigate further:

• As per the minimum requirements Intel® Arc™ A-Series Graphics, your motherboard doesn't meet the minimum requirements as you mentioned that it doesn't support Resizable Bar, so was it working before? 
• Is Firefox the only browser affected? 
• What is the model of the displays?  
• There was a recent graphics driver release (31.0.101.4369), have you tried it yet? 

Best regards,  

Jocelyn M.   

Intel Customer Support Technician.