Intel® Core™ Ultra 5 125H Laptop Not Showing Intel® Arc Graphics

[user397]

Hello,

I recently bought an Acer Aspire Go 14 AI PC with the following specs:

• Intel® Core™ Ultra 5 125H

• 16 GB DDR5 RAM (single stick)

• 512 GB SSD

• Windows 11 24H2

In the product specifications, it says this processor comes with Intel® Arc™ integrated graphics. However, in Windows (Device Manager / Task Manager), it only shows Intel(R) Graphics instead of Intel Arc.

I would like to confirm:

1. Does Intel Arc iGPU require dual-channel RAM (2 sticks) to be detected properly?

2. Is this just a driver naming issue, or is my Arc GPU not enabled?

3. How can I make sure I’m using the Intel Arc graphics instead of only the basic Intel Graphics driver?

Any guidance will be appreciated.

Thanks in advance.

[RandyT_Intel]

Hi @user397,

Thank you for posting in the community. To further assist you and investigate the issue, please provide the following details so I can help isolate the problem:

• Please provide the SSU log report and share it here so I can review your system's configuration. 
• Have you contacted Acer regarding this issue? If so, could you share what they said or any insights they provided based on your findings?
•  Are you currently experiencing any performance or compatibility issues related to your graphics setup?
• Have you checked the GPU name using Intel Graphics software? If yes, what name is displayed or registered in the application?
• Could you please provide a screenshot of the relevant tab in Device Manager, specifically under Display Adapters, so I can review what’s being detected?

Looking forward to your response.

Best regards,

Randy T.

Intel Customer Support Technician

[user397]

SSU log report: I provided below.

Contact with Acer: I haven’t contacted Acer directly, but another user with the same Acer Aspire Go 14 AI PC model said Acer support told him that Intel Arc graphics requires dual-channel RAM (two sticks) to be fully enabled. Could you please confirm if this is correct?

Performance issues: I am not facing major performance problems right now, but I would like to confirm if Arc is active, because in all menus it only shows “Intel(R) Graphics.”

Intel software check: In Intel Graphics Command Center, it also shows only “Intel(R) Graphics,” not Arc.

Device Manager screenshot: I provided below.

Product listing: (provided below) — as you can see, the Amazon listing for this exact Acer Aspire Go 14 AI PC clearly mentions Intel Arc Graphics in both the picture and the description.

[Deepakmeena]

Mine also same issue from 2 days i am also searching on that . It is showing Intel (R) Graphics  in Task Manager and in DirectX Diagnostic tool . My Laptop is Acer Aspire Go 14 with intel core ultra 5 125h with 16 gb ram and 512 gb ssd . 

[RandyT_Intel]

Hi @user397, & @Deepakmeena,

I respect the user's opinion regarding the mentioned requirements; however, those insights are specifically applicable to Iris Xe graphics. You may refer to this article for further clarification.

I appreciate you bringing this concern to our attention. I will coordinate internally to review the matter and will provide an update here once I have a more comprehensive explanation regarding the naming convention.

Best regards,

Randy T.

Intel Customer Support Technician

[user397]

 Hi Randy,

Thank you for clarifying. I’ll wait for your update regarding the naming convention. Please let me know if you need me to provide any additional information or run further tests in the meantime.

Best regards,
user397

[RandyT_Intel]

Hi @user397,

During our discussion regarding this concern, I can now confirm that it aligns with the previously reported case involving Intel Iris Xe graphics.

Here’s a detailed explanation:

• DDR5 memory features an internal dual-channel architecture of 32-bit x 2, which does not qualify as a physical dual-channel setup.
• For optimal performance, physical dual-channel memory must be configured as:
  • 64-bit x 2 for DDR4, or
  • (32-bit x 2) x 2 for DDR5 — meaning two separate RAM sticks.

Therefore, to unlock the full potential of Intel® Arc Graphics, a true dual-channel memory configuration is required.

We plan to create and publish a public article to clarify this topic, similar to Intel articles 000059744 and 000094617, once it receives internal approval.

For more information about this laptop’s pre-installed RAM configuration or guidance on RAM upgrades, please contact ACER support directly.

Best regards,

Randy T.

Intel Customer Support Technician

[user397]

Hi Randy,

Thank you for the detailed clarification — this really helps clear up the confusion. I’ll wait for the official article, but it’s good to know that Intel Arc requires a true physical dual-channel RAM setup to be fully enabled.

Just to confirm one point: does this also mean that once I add a second RAM stick (dual-channel), the GPU will no longer appear simply as “Intel(R) Graphics” in Device Manager and Intel Graphics Command Center, but instead be recognized as Intel Arc Graphics?

I appreciate your guidance and will also check with Acer regarding RAM upgrade compatibility for my model.

Best regards,
user397