Intel ARC A770 - games crashing

[Vigo]

Hello I've been having alot of troubles with my new Intel Arc A770 Graphics. I bought it and build my new rig around it. The card came with defect - the cooling fans wasn't working. I've made a post about it a while ago here - https://community.intel.com/t5/Intel-ARC-Graphics/Arc-A770-16gb-fans-won-t-spin-at-all/m-p/1502661/emcs_t/S2h8ZW1haWx8dG9waWNfc3Vic2NyaXB0aW9ufExKU0lSSzlTQzg4RkxZfDE1MDI2NjF8U1VCU0NSSVBUSU9OU3xoSw?fbclid=IwAR2DnxEHH0kB16B7EcAsAS5qbdAne2JegW9izLEKyeopgvS3BIIXforZSKQ#M5802

I contacted the seller and after almost a month the replacement card arrive.

I was very hopeful to play some of the new games that i wasn't able to play before.

But every game that i own crache at start up.

1. Witcher 3 only display the ingame currsor and chrash right after.

2. Cyberpunk 2077 only displays the splash title and crash right after that:

Log Name: Application
Source: Application Error
Date: 8/4/2023 2:37:23 PM
Event ID: 1000
Task Category: (100)
Level: Error
Keywords: Classic
User: N/A
Computer: DESKTOP-HJLQ4AE
Description:
Faulting application name: Cyberpunk2077.exe, version: 3.0.72.45053, time stamp: 0x6490a533
Faulting module name: Cyberpunk2077.exe, version: 3.0.72.45053, time stamp: 0x6490a533
Exception code: 0x80000003
Fault offset: 0x0000000002d3fbd3
Faulting process id: 0x658
Faulting application start time: 0x01d9c6c7e287faf3
Faulting application path: C:\GOG Games\Cyberpunk 2077\bin\x64\Cyberpunk2077.exe
Faulting module path: C:\GOG Games\Cyberpunk 2077\bin\x64\Cyberpunk2077.exe
Report Id: 57bd2272-d44b-4319-ad5c-def87563a059
Faulting package full name:
Faulting package-relative application ID:
Event Xml:
<Event xmlns="http://schemas.microsoft.com/win/2004/08/events/event">
<System>
<Provider Name="Application Error" />
<EventID Qualifiers="0">1000</EventID>
<Version>0</Version>
<Level>2</Level>
<Task>100</Task>
<Opcode>0</Opcode>
<Keywords>0x80000000000000</Keywords>
<TimeCreated SystemTime="2023-08-04T11:37:23.7268653Z" />
<EventRecordID>1381</EventRecordID>
<Correlation />
<Execution ProcessID="0" ThreadID="0" />
<Channel>Application</Channel>
<Computer>DESKTOP-HJLQ4AE</Computer>
<Security />
</System>
<EventData>
<Data>Cyberpunk2077.exe</Data>
<Data>3.0.72.45053</Data>
<Data>6490a533</Data>
<Data>Cyberpunk2077.exe</Data>
<Data>3.0.72.45053</Data>
<Data>6490a533</Data>
<Data>80000003</Data>
<Data>0000000002d3fbd3</Data>
<Data>658</Data>
<Data>01d9c6c7e287faf3</Data>
<Data>C:\GOG Games\Cyberpunk 2077\bin\x64\Cyberpunk2077.exe</Data>
<Data>C:\GOG Games\Cyberpunk 2077\bin\x64\Cyberpunk2077.exe</Data>
<Data>57bd2272-d44b-4319-ad5c-def87563a059</Data>
<Data>
</Data>
<Data>
</Data>
</EventData>
</Event>

3. Jagged Alliance 3 crashes after the title images right before entering the game menu:

Log Name: Application
Source: Application Error
Date: 8/4/2023 2:53:52 PM
Event ID: 1000
Task Category: (100)
Level: Error
Keywords: Classic
User: N/A
Computer: DESKTOP-HJLQ4AE
Description:
Faulting application name: JA3.exe, version: 0.1.0.0, time stamp: 0x64afe557
Faulting module name: ntdll.dll, version: 10.0.19041.1949, time stamp: 0xfe96c48e
Exception code: 0xc0000005
Fault offset: 0x0000000000063466
Faulting process id: 0x324c
Faulting application start time: 0x01d9c6ca36ad06de
Faulting application path: C:\GOG Games\Jagged Alliance 3\JA3.exe
Faulting module path: C:\Windows\SYSTEM32\ntdll.dll
Report Id: adc2126c-b861-49b5-b55f-8f7e2e417b03
Faulting package full name:
Faulting package-relative application ID:
Event Xml:
<Event xmlns="http://schemas.microsoft.com/win/2004/08/events/event">
<System>
<Provider Name="Application Error" />
<EventID Qualifiers="0">1000</EventID>
<Version>0</Version>
<Level>2</Level>
<Task>100</Task>
<Opcode>0</Opcode>
<Keywords>0x80000000000000</Keywords>
<TimeCreated SystemTime="2023-08-04T11:53:52.8679190Z" />
<EventRecordID>1397</EventRecordID>
<Correlation />
<Execution ProcessID="0" ThreadID="0" />
<Channel>Application</Channel>
<Computer>DESKTOP-HJLQ4AE</Computer>
<Security />
</System>
<EventData>
<Data>JA3.exe</Data>
<Data>0.1.0.0</Data>
<Data>64afe557</Data>
<Data>ntdll.dll</Data>
<Data>10.0.19041.1949</Data>
<Data>fe96c48e</Data>
<Data>c0000005</Data>
<Data>0000000000063466</Data>
<Data>324c</Data>
<Data>01d9c6ca36ad06de</Data>
<Data>C:\GOG Games\Jagged Alliance 3\JA3.exe</Data>
<Data>C:\Windows\SYSTEM32\ntdll.dll</Data>
<Data>adc2126c-b861-49b5-b55f-8f7e2e417b03</Data>
<Data>
</Data>
<Data>
</Data>
</EventData>
</Event>

4. I've tried to run my old pre installed Assassin's Creed Origins from my old hard drive. I was able to go the game menu select graphic settings - but when i hit start new game - the game crashes.

The things i've tried so far:
1. A few clean driver installation of different versions.
2. DDU and reinstall different drivers.
3. Reinstall the games.
4. System repair with sfc.
5. Disable onbord GPU.
6. Reinstall windows.

Resizable BAR is enabled.
My PSU is Crosair RM850x.

I've tested Heaven benchmark and Furmark for a few minutes - no issue at all.

Please help and please don't tell me i have another faulty GPU

[Vigo]

Anyone? 

[Hugo_Intel]

Hello Vigo

Thank you for posting on the Intel® ARC™ Graphics. We are sorry you are experiencing crashes in every one of your games, I know this can be frustrating since you have recently replaced the GPU.

In order to ensure full compatibility with your Arc GPU I would suggest updating the following drivers based on the log file that you shared with us:

• Update the graphics driver to the latest version 31.0.101.4578 use Display Driver Uninstaller to uninstall the current driver.
• Update your BIOS to the latest version which seems to be F5. Go to your motherboard manufacturer's website to download the BIOS and to get installation instructions. Once the BIOS has been updated, please reset your BIOS settings to defaults.

Once everything has been updated and if the issue still happens, it would be better to rule out if the Intel® Arc™ GPU is the one causing the issue for that let's try removing the GPU for the PCIe slot and from your case and try opening the games using only the onboard/integrated graphics.

Best Regards,

Hugo O.

Intel Customer Support Technician.

[Vigo]

Thank you kindly for your support!

Today I took my computer to one of the best computer shops in my city for diagnostic.

They will test different GPU on my PC and my GPU on one of theirs.

I will tell them about the suggested solutions and we will try them.

Thank you kindly for them!

Please don’t close the topic – it will take time, they are overwhelmed with clients and I have to wait a few days.

I did try with the onboard graphic – with that the games started, of course unplayable because the onboard graphic isn't powerful enough.

But I didn’t test the beta drivers and I think my BIOS is an older version – F4.

So I have hopes!

Thank you kindly once again

[Hugo_Intel]

Hello Vigo

Thank you for letting us know. In this case, we will monitor the thread for a few days so they can do the testing on your system. Please let us know the results once you have the system with your again.

Best Regards,

Hugo O.

Intel Customer Support Technician.

[Hugo_Intel]

Hello Vigo

I wanted to check back on this to know if you have received any feedback from the repair store or if you got your GPU back, if so what is the status of the issue? Are crashes still happening on the system? In case you need more time let us know as well.

Best Regards,

Hugo O.

Intel Customer Support Technician.

[Vigo]

Hello Hugo, thank you kindly for your support!

I haven’t heard from the computer shop, still waiting for my turn – they warn me about it, its quite busy now in the summer I was barely able to enter. Please don't close the topic, I need a bit more time.

[Vigo]

Hello

Finally I got some news from the computer shop.

They've tested different GPU on my PC and my GPU on one of theirs.

With their GPU on my PC everything works fine.

With my GPU on one of their PC – same issues.

So it's definitely a faulty GPU.

[Hugo_Intel]

Hello Vigo

Thank you for the update. Based on that information and taking into consideration they tested the GPU on a different system and the exact same problem happens as you mentioned it might mean the GPU is faulty, however, allow me to check this with our team so we can determine the next best steps for this issue.

Best Regards,

Hugo O.

Intel Customer Support Technician.

[Vigo]

Thank you kindly Hugo for your support!
I look forward to receiving your further instructions.
Thank you kindly once again!

[Hugo_Intel]

Hello Vigo

Based on the troubleshooting the repair shop did since they tested this GPU on another system and the exact issue happened our best recommendation will be to process a warranty replacement for your GPU since it seems it is defective. You can do an RMA through your place of purchase or you can contact us directly at the phone number you can find in the following links:

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   

We recommend that you have the name of the repair shop as well as their contact information handy in case you will contact Intel directly since we will be requesting the information. At this point, we want to apologize since we understand this is the second GPU that is experiencing hardware issues for you and we totally comprehend this is a really frustrating situation that is preventing you from using the system in optimal conditions.

Let us know if you have further concerns.

Best Regards,

Hugo O.

Intel Customer Support Technician.

[Vigo]

Hello Hugo, thank you kindly for your support!

I contacted the seller first – your partner Bleu Jour.

I have and I will provide details for the computer shop that I’ve been using for years to buy and assemble my hardware from and that now I’ve used their specialists for diagnostic - JAR Computers (https://www.jarcomputers.com/).

Your partners from Bleu Jour was… let’s say angry, and wants some papers from the computer shop that I’ve used.

Please don’t close the topic – it will take time.

Thank you kindly once again

[Hugo_Intel]

Hello Vigo

I wanted to check on this thread to ask you if you have already received your replacement GPU, in case you haven't, please let us know the estimated it will take for you to receive the replacement.

Best Regards,

Hugo O.

Intel Customer Support Technician.

[Vigo]

Hello Hugo, the courier came and picked up the card on the 28th.

I haven't heard back from the seller.

Now I am waiting.

Thank you kindly for your support and patience!

[Hugo_Intel]

Hello Vigo

Thank you for the update. Since you need more time for the seller to ship you the replacement, we will continue to monitor the thread for a few more days. Feel free to post back if you happen to receive and test the replacement GPU earlier.

Best Regards,

Hugo O.

Intel Customer Support Technician.

[Hugo_Intel]

Hello Vigo

We wanted to follow up on this and check if you have received your GPU replacement, have any updates, or if you need more time. Please let us know.

Best Regards,

Hugo O.

Intel Customer Support Technician.

[Vigo]

Hello dear Hugo, I received it this afternoon.

I will go to the computer shop tomorrow, I left my computer there after the previous diagnostics - my PC is still waiting for me and a working card.

I hope everything goes well this time, I really hope.

I will write tomorrow.

Thank you kindly for your continuous and outstanding support and patience!

[Vigo · Accepted solution]

I know I’m a bit late, but I just wanted to make sure that everything is alright.
Now all my games start without any issues.
To make sure I’ve played for couple of hours The Witcher 3 next-gen on 1080p ultra ray tracing and Cyberpunk 2077 on 1080p ultra ray tracing – both run smooth as a butter.
You’ve made an excellent product that brings the full delight and pure joy of the games – well done Intel!
And I hope that in the future I will be able to buy any GPU made by Intel in every big shop in my country like I can get every Intel CPU now.
And once again thank you kindly Hugo for you outstanding support! And for your understanding and patience!
Best wishes to you and the support team of Intel!

PS
Forgive me, I don’t know how to mark this topic as solved
But im happy, well done Intel, well done indeed

[Hugo_Intel]

Hello Vigo

Thank you for letting us know. We are glad that you are now able to use your GPU to its fullest and are able to play your favorite games. We know it has taken some time since you previously had another defective GPU but it is great that you got a working one this time. We will be marking your last post as the solution and we will be closing this thread.

Feel free to open a new topic if you need further assistance.

Best Regards,

Hugo O.

Intel Customer Support Technician.