Intel NUC11BTMI9 and Arc A750 Crashes with white screen on both monitors

[CliveG]

Hi

I recently purchased an Intel NUC11BTMI9 and Arc A750 Grahpics Card. Sometimes the system is crashing with a white screen on both monitors and the only thing I can do is power off the system and boot up again.

I have the system update with latest BIOS from the Intel Driver & Support Assistant. BIOS is DBTGL579 Version:0066 Release date: May 31, 2023 Size: 13.93 MB
Also the lastest graphics driver: Intel® Arc™ A750 Graphics Version 31.0.101.4255 Date: 3/16/2023

In the event viewer of the computer I have found the following error which happened at the time of the crash.

Intel(R) Graphics System Controller Firmware Interface driver has failed to perform handshake with the Firmware (FWSTS0: 0x00100245, FWSTS1: 0x84210400).

Can someone please help me with this?

[Jean_Intel]

Hello CliveG,

Thank you for posting on the Intel️® communities. We would be more than glad to help you with your issue.

To better assist you on this matter, we would like to request the following:

• Do you recall if this crash occurs when using a specific application or game?
• Are you using any type of adapter to connect the monitor?
• Have you tried using different cables?
• Does the issue occur on the BIOS menu?
• Connect the two monitors to the video ports of your Intel® NUC 11 to use the monitors with the integrated graphics. Is the issue present?

Best regards

Jean O.

Intel Customer Support Technician

[CliveG]

Hi

The problem has mostly happened when using chrome. watching youtube videos

I Don't have any adapters to my monitors.

I have replaced the video cables to my monitors, It did not make any difference.

I have not seen it appear in the BIOS screen. The issue is very intermittent happening maybe twice a week.

I have followed this video for reinstalling drivers. since doing this process I have not seen the issue, but it has only been a few days. https://www.youtube.com/watch?v=4LcF2Yai5vY

Regards

Clive

[Jean_Intel]

Hello CliveG,

Thanks for the information provided.

We are glad to know that you have not faced the problem after reinstalling the drivers following the video recommendations. Since the issue was not present in the BIOS, and it's not been present after reinstalling the drivers, this may indicate that there was a problem with the drivers, maybe corrupted files from previous installations of drivers were causing driver updates to not work as expected. However, we understand that you need more time to test the system to confirm whether or not the issue persists. We will keep this thread open for a few days, so you can further test this.

Best regards

Jean O.

Intel Customer Support Technician

[Jean_Intel]

Hello CliveG,

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

[CliveG]

Hi Jean

This is resolved now. I have not any more problems.

Thanks

Clive

[Jean_Intel]

Hello CliveG,

Thanks for the information provided.

We are glad to know you found a solution, thank you for taking the time to share this fix, and hopefully, it may help other community members experiencing similar behavior. Since the thread is now solved, we will proceed to close it. Please keep in mind that this thread will no longer be monitored by Intel. Thank you for your understanding. 

Best regards,

Jean O. 

Intel Customer Support Technician