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Intel Arc 770 LE Causing System Freeze

dspeed
Novice
2,380 Views

Hi! I am experiencing a problem with my Ac 770 LE. This has rendered my system unusable and has required considerable effort on my part (with no resolution as yet).

Intel Arc 770LE purchased 3/3/23; delivered and installed ~3/21/23. Don't recall what driver version, but it was recent; 5/5/23 or later iirc, (note: my system is unusable until I remove the Intel GPU and re-install the old MSI card....)

Problem:
System freeze occurred for the first time after Intel driver update (~5/3? ish). System freeze occurred while importing (copying) images from SSD1 to SSD2 in Adobe Lightroom ver 12.3. System became unresponsive; screen dims. Had o do a forced power-down (waited 2 hrs to let it resolve; no joy0. Upon reboot, system appears to boot but shortly (10-30 seconds) becomes unresponsive. Mouse moves cursor but no action upon click. Cursor goes into swirly 'I'm working" mode briefly (on its own - not from my action that I can discern) then returns to arrow. Cannot run any program or invoke Task Manager.

This system ran without issue for a year with an MSI  1050 graphics card prior to the Intel Arc 770LE install. The system ran ~6 weeks+ with the Intel Arc 770LE with only one problem (noted below ***).

I tried, but cannnot answer all of the diagnostic questions because the system restore required to run the system removed a lot of the information (and took me a few hours of system rebuilding to recover from).  I cannot recover the driver version - it was removed.  I did download the latest AND the prior version in anticiation af an eventual re-install of the Arc 770LE.

======================================

Diagnostics performed:
BIOS reset to defaults; no change
Intel NIC removed/installed; no change
freeze occurrs at 2400 mhz or 3600 mhz memory; no change
freeze occurs w BAR resize enabled or not; no change
memory tests good at 2400 and 3600 w Windows internal text (ran 4x).

OS re-installed; still freezes.
Intel Arc 770LE card removed; MSI GTX 1050 card installed; no problem. Tested system and memory as above; no problem detected.
Intel Arc reinstalled; same problem.

I sought help on both the Intel and Adobe websites for the first issue. I found acknowledgement that others experienced this, but no solution. As it was not an immediate priority, I simply did not use that feature.

==============================
System description:
Gigabyte Aorus X570S Master mobo; BIOS F5b (current version)
AMD Ryzen 7 5800X cpu 3.7 Ghz
32 GB DDR4 memory; 14-14-14-34 3600mhz XMP (Oloy Blade RGB)
2x Crucial P5 nvme .m2 disks
1x Samsung SATA SSD
Intel 520x NIC (10g DAC)

Seasonic SYNCRO case with Seasonic 850 SYNCRO watt PSU;
5 140mm Arctic PWM case fans (3 in/2 exhaust); 'be quiet' Dark Rock Pro cpu cooler.
System temps: ~ 45 deg C max; Ryzen: 73 deg C max - no cooling issues

Resizable BAR supported by chipset and was enabled on mobo in BIOS

OS: Win10 Pro current version, updated.
Intel drivers: complete packae from Intel installed. Updates installed in timely fashion.

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*** prior issue noted: Intel Arc 770LE issue with Adobe Lightoom Classic 12.3:

The Intel Arc 770LE was not supporting either the Adobe Lightroom 12.3 'Denoise' feature (output was a desaturated image) or the DxO RAR denoise XD (output was a black image with color noise in U RH corner only). Copies of both tests will be available after my system runs again.

Tried this setup enabled and disabled in Adobe; no change. Tried some other Windows changes noted on Reddit post a week or so later; no change. DxO not investigated.

 

Is this a bad card which needs to be replaced, or a driver issue?   Please advise ASAP.

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dspeed
Novice
2,117 Views

I finally had the time to address this issue.

After installing the new driver, my Gigabyte570XS/AMD5800x/Intel Arc770LE system is functioning again.

AFAICT, the old drivers were wiped out when I was forced into a Windows reinstall (twice).

I am reluctant to use 3rd party software from folks I have no experience with, by the way.

 

 

 

View solution in original post

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8 Replies
Carlos_L_Intel
Employee
2,330 Views

Hi @dspeed,


 Thank you for posting on the Intel® communities. I'm sorry for the inconvenience this might have caused you. Please help me with the following information in order to assist you:


  • Does this happen anywhere o the system or specific to Adobe Lightroom? 
  • When you first install the Intel® Arc™ A770 did you uninstalled the previous card's drivers? 
  • Have you tested our latest drivers? Is there any chance you could share the SSU report with the A770 installed? 


Best regards, 


Carlos L.  

Intel Customer Support Technician.


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dspeed
Novice
2,320 Views

Carlos;

My system ran fine for approx 6 weeks with the Arc graphics card, running many different programs, both graphics oriented (Adobe and non-Adobe FWIW) and many other packages without a glitch.  I do not recall removing Nvidia drivers, nor being directed to do so.  The two video cards were never in the system at the same time (in case you were wondering); I did not change the cards until the system quit functioning with the Arc card in place.

After the initial problem (which occurred while importing photos into an existing catalog in  Lightroom Classic ver 12.3) the problem occurs each time the system boots (6 or 8 tries); as previously stated, the system becomes unresponsive after 10 - 30 seconds; the system was unable to run a single user-initiated program or Windows Task Manager (my go-to to peek at what is happening in Window-land).  The system was unusable; I could not gracefully exit Windows.

When the OS was reinstalled all graphics drivers were gone (AFAICT) and the Arc card continued to cause freezes - the system was unable to run a single user-initiated program.  The system did not run to the point where I could reach the Intel utility or re-install the drivers.

Apparently you did not read the SSU report that I attached to my original post.  Please let me know if you want another copy.  I suspect that it is of little use as the system had to be reset in order to make it runable.

I base my diagnosis of the fault on Arc/drivers because full system functionality was restored when the MSI 1050 (Nvidia) card (and drivers) were reinstalled.  And the fact that fairly exhaustive testing after the graphics card swap on my part did not uncover any other failed or weak element in the system.   I did note that the Intel graphics software was removed in the Windows refresh (AFAICT - I did not do a detailed analysis, but it was no longer in the Windows program menu).

The problem occurred with the latest drivers when the package occurred (best estimated of dates in my original post - I would think that your software distribution system might track who has what...); as the Arc card was not working properly with the Adobe 'Denoise' function (but neither was it freezing the system), I was hoping that the "new release" was a bug-fix that would resolve the problem. 

I am not able to run the system with the Arc card installed to install the Intel drivers (please reference which driver version you refer to with 'latest').  I did go to the Intel site a day or two ago and downloaded both the current and previous Arc driver packages as a resource for future recovery efforts (don't have the numbers/not on this box...).

Based on the tests I have performed, I am of the opinion that this is either a bug in the early May update or a hardware problem.  A casual look around the net seems to confirm that I am not the only one seeing an issue like this, tho I'm somewhat surprised that there is less noise about this.

Mine is a production system; I do have backups of data, but I really dislike being forced into hard power-resets and risk of damage/data loss. 

I do have the original packaging - is this an RMA case yet?

Dave

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Carlos_L_Intel
Employee
2,291 Views

Hi @dspeed,


 Thank you for your post. I really appreciate the report you posted however in order for me to help you, I'll need to have a report with the A770 in it, so we can figure out if it is a hardware or software issue. 

 In another note we actually released a driver a couple of days ago that I would like you to try and see if there are any improvements on the issue. I would recommend when you install it to remove the other cards drivers just to be sure. 


 You can find our latest driver here: https://downloadmirror.intel.com/779145/gfx_win_101.4369.exe


Let me know any concerns and I will be happy to help.


Best regards, 


Carlos L.  

Intel Customer Support Technician.


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Jean_Intel
Employee
2,226 Views

Hello dspeed,


We hope you are doing fine.


Were you able to check the previous post?

Let us know if you still need assistance.


Best regards, 

Jean O.  

Intel Customer Support Technician


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Jean_Intel
Employee
2,203 Views

Hello dspeed,


We hope you are doing fine.

 

We have not heard back from you. So we will close this thread. If you need any additional information, submit a new question, as this thread will no longer be monitored.

 

Best regards.

Jean O. 

Intel Customer Support Technician.


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Jean_Intel
Employee
2,163 Views

Hello dspeed,


Before we close the thread, we would like to let you know that our driver developer team is currently working with Adobe to address the issues with the Denoise functionality in Lightroom not working correctly. Unfortunately, we can't provide an ETA for the fix to be included in the production driver, but rest assured that we are working on it and expect it to be very soon.


As for the issue with the system freezing, we suggest using the DDU tool to remove all previous drivers and leftovers installed before; hence Windows will use only Microsoft Basic Display Adapter. In case the freezing continues under this condition, then it is likely a GPU hardware issue, and RMA may be in order.


Best regards, 

Jean O.  

Intel Customer Support Technician


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dspeed
Novice
2,118 Views

I finally had the time to address this issue.

After installing the new driver, my Gigabyte570XS/AMD5800x/Intel Arc770LE system is functioning again.

AFAICT, the old drivers were wiped out when I was forced into a Windows reinstall (twice).

I am reluctant to use 3rd party software from folks I have no experience with, by the way.

 

 

 

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Jean_Intel
Employee
2,110 Views

Hello dspeed,


We're glad to know the information helped. Hopefully, it will help other community members. Since the thread is now solved, we will close it. If you need any additional information, please submit a new question, as this thread will no longer be monitored.  


Best regards, 

Jean O.  

Intel Customer Support Technician


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