Intel Arc A380 Fans won't start

[Lyum]

Hi!

I have a Arc A380 which overheats in idle. The fans never start, even if the temperature rises to 109°C (that happened and I'm super happy that I saw it to shut down the PC).

When the computer starts, the fans do begin to spin, and later stop spinning (I do know that that is a feature). The problem is that they never start again, even if it would exceed every limit temperature.
Intel Arc Control gave me control over the fans, if I set a manual Level, the fans would start, and after that the automatic setting would work again, until I restart the PC. This option is somehow gone now from the Programme, so I cannot "manually" start the fans. (edit: a restart fixed that.)

Also, Intel Arc Control reports complete bogus values for the fan speed, showing random values between 300.000-700.000 rpm, when it tries to start the fans.

The Arc is in the second PCI slot (main card is an AMD RX 6900 XT) and has two 1080p monitors connected to it.

What can I do here?

[Mike_Intel]

Hello Lyum,

Thank you for posting in Intel community Forum.

For us to further check this, please help provide the following details:

1. When did you purchase the unit?
2. Was it working fine before?
3. Did you change any settings before the issue started?
4. Have you tried to install this Arc A380 on a different system to check if the card is faulty?
5. Are you using an Intel brand Arc A380 or is it from a 3rd party manufacturer?

If you have questions, please let us know. Thank you.

Best regards,

Michael L.

Intel Customer Support Technician

[Lyum]

I purchased the card from february, but used. So I don't really know how old it actually is.

> Was it working fine before?

Not in Windows, but It is working fine with Arch Linux on the same device.

> Did you change any settings before the issue started?

not that I recall. I also tried to reset all settings (and clean reinstall the driver) more than once, also different driver versions. I didn't use the PC in the last months, but the problem occured since the beginning, and the new driver versions didn't fix it.

> Have you tried to install this Arc A380 on a different system to check if the card is faulty?

not yet, only a different OS, in which it worked fine. So I suppose the hardware itself is fine!

> Are you using an Intel brand Arc A380 or is it from a 3rd party manufacturer?

it is a third party manufacturer, iirc it is a HP OEM card (one without extra power connector, which makes it super attractive imho :D).

Thank you!

[Mike_Intel]

Hello Lyum,

Thank you for the quick reply.

Let me clarify some details from your last post.

1. The fan is working/spinning on a different OS?
2. You mentioned that you are using an HP Arc A380, have you also tried calling HP for the guidance and configuration for this card? They may have altered or modified this card and those changes are unknown to us.

If you have questions, please let us know. Thank you.

Best regards,

Michael L.

Intel Customer Support Technician

[Lyum]

> The fan is working/spinning on a different OS?
I did some more testing now:

When the Fan was spinning already when Windows starts, the automatic fan control works. It is just when it is cold enough in the beginning to shut down the fans that it won't start them anymore. My ritual currently is to set the fans to 100% for a few seconds to start them, after that I go back to automatic, which works then.

I just retested linux with an installed driver, but this time i had the same problem like in windows, but without the ability to actually measure the temperature.

I also tested the card in another (Windows-)system now. As long as the driver is not installed, everything is ok. The card stops spinning when cold, and starts spinning when getting warm. Same when posting the pc.

With the Intel Arc Driver the same problems occur on the second system: As soon as the Fans stop spinning once, the automatic mode is not able to start them. The temperature is slowly rising, and these bogus numbers being shown rise too, if the card is at some 45°C they are at 80,000 rpm, if the card is at 68°C it is at 800,000 rpm, the fans don't spin. It is like the driver is trying, but sending weird values to the PWM controller.

> calling HP for the guidance and configuration

No, not yet. It is super hard to find any information about this OEM card, some sources say it was made by ZOTAC for HP, but like I said, nothing reliable. HP seems only to offer a quite old version of the normal intel driver, so I didn't test that specific driver yet. I mean I could probably send them a mail, but as there is no official page for the Arc A380 at HP nor ZOTAC, I have no high hopes xD

[Mike_Intel]

Hello Lyum,

Thank you for the quick reply.

There is a big chance that the card is failing. Best way to test this is to try it on a different system and if it behave the same.

You need to contact the manufacturer of the card for Warranty claims.

If you have questions, please let us know. Thank you.

Best regards,

Michael L.

Intel Customer Support Technician

[VonM_Intel]

Hello Lyum,

Have you had a chance to review our previous response? Please inform us if you require any further assistance. We're here to help.

Best regards,

Von M.

Intel Customer Support Technician

[Lyum]

I am struggling hard to find any contact possibilities for an Arc A380  at HP, Zotac or whatever name is written on the card.

No one accepts the SN or gives a proper way to just write an email

I currently just set the fans to a fixed 35%, which starts the fans on boot and keeps them at a silent 1300rpm or so.

As I don't game with it, that's fine as an intermediary solution.

So in principle, everything is working but the automatic fan setting.

Btw, why is there no emergency shutdown of the card? Even at 111+°C, it just keeps on going or would that come even later?

[Mike_Intel]

Hello Lyum,

Thank you for the quick reply.

Can you send some photos of the card on both sides and the box if you still have it?

This should help us identify the OEM of the card.

If you have questions, please let us know. Thank you.

Best regards,

Michael L.

Intel Customer Support Technician

[Lyum]

yes of course! Please excuse the horrendous picture quality

I hope everything is readable.

I bought it used just as a "Intel Arc A380" (which it is somehow), when googleing some of the codes, it's called "HP by ZOTAC Arc A380". But no proper information is available.

The line over "Made in China" seems to resemble closest a serial number.

Comparing with pictures, the Code beginning with "PN H88" is the same on the other cards, so is AS# == HP PN.

The code on the QR code is N1G101201HP, if it is unreadable.

Thank you!

[Mike_Intel]

Hello Lyum,

Thank you for the quick reply.

After checking the pictures, it does not have any branding from a 3rd party OEM manufacturer. Can you try to follow the steps in this link to scan the QR code?

https://www.intel.com/content/www/us/en/support/articles/000090979/graphics.html

If you have questions, please let us know. Thank you.

Best regards,

Michael L.

Intel Customer Support Technician

[Lyum]

On my card, it seems to be something else, I cannot scan it properly. I don't know if I made a mistake though.

If I scan it with some "barcode scanner", it just says 0100000726, which it also says next to the code.

I did not try the automatic detection from Intel yet, I'll do that later! Maybe that one will recognise it

[Mike_Intel]

Hello Lyum,

Thank you for the quick reply.

Since Intel does not honor Warranty claims for used products, at this point it is best that you contact the point of purchase for assistance. Please refer to the link below about the Warranty policy for used products.

https://www.intel.com/content/www/us/en/support/articles/000057585/services/warranty.html

If you have questions, please let us know. Thank you.

Best regards,

Michael L.

Intel Customer Support Technician

[Lyum]

That's gonna be hard, that was someone who sold it to me used, probably fresh out some old OEM system, it never had an original box or so.

So it seems I just have to live with it xD

Thank you all for your help so far!

[Mike_Intel]

Hello Lyum,

Thank you for the quick reply.

I am sorry to hear that, you can try to contact your reseller and ask if they pulled this card on a different machine or if the card is from a different manufacturer and contact the OEM if you wish to RMA the card.

If you have questions, please let us know. Thank you.

Best regards,

Michael L.

Intel Customer Support Technician

[Mike_Intel]

Hello Lyum,

I hope this message finds you well. 

Were you able to check the previous post?

Please let us know if you still need assistance.

Best regards,

Michael L.

Intel Customer Support Technician

[Mike_Intel]

Hello Lyum,

I hope you are having a good day.

I am sending another follow up hoping you are now talking to your point of purchase for further assistance.

Since we have not heard back from you, I need to close this inquiry. 

If you need further assistance, please post a new question as this thread will no longer be monitored. 

Thank you and have a great day.

Best regards,

Michael L.

Intel Customer Support Technician