Issues with Intel Arc B580 Drivers Causing Windows Crashes and Display Artifacts

[kell-hp]

I am experiencing issues with Intel Arc B580 drivers on my system. When using the latest drivers, Windows crashes during startup. No matter if I output video through the b580 itself or integrated graphics(in addition, on iGPU I got artifacts and then system freeze. On b580 just system freeze without artifacts. In bios or in windows safe mode everything works fine).

If I reinstall drivers using DDU, the system initially works fine, but after some time, the freezes and crashes during Windows startup, as well as the artifacts, reoccur.

I have tried disabling the integrated graphics, installing older drivers and even reinstalling Windows, but neither solution has resolved the problem completely. I rolled back to 6913 and everything worked okay, before yesterday, then system freeze returned. Before updating to the new drivers, everything worked perfectly fine.

My system configuration:

Gigabyte B760 motherboard

Intel Core i5-13400

Intel Arc B580

Windows 11

The SSD is working properly on another PC.

[VonM_Intel]

Hi kell-hp,

Thank you for posting in our Community and for your system configuration. truly appreciate the time you’ve taken to test different solutions and document your troubleshooting steps so far. To further isolate the cause of the issue, I’d like to gather a bit more information:

• Could you confirm all the Intel Arc driver versions you have tried, including the latest one that caused the startup crash and the previous one (6913) that worked before the issue reappeared?
• Do the freezes happen immediately during Windows startup or after logging in and launching applications?
• Could you check Windows Event Viewer for any critical or error entries (under System or Application) at the time of the crash, and share the details with us, if possible?
• What is your current Gigabyte B760 motherboard BIOS version? Have you tried updating it to the latest release from Gigabyte’s support page?
• Have you monitored GPU and CPU temperatures before the freeze occurs, to rule out thermal issues?

Have a nice day!

Best regards,

Von M.

Intel Customer Support Technician

[kell-hp]

I have tested driver versions 6989 and 6987.

When using the Intel Arc B580 as the output device, freezes usually occur during Windows startup — mostly between the motherboard logo and the login screen. With the iGPU (Intel Core i5-13400), Windows loads, but shortly after logging in, the entire screen is covered with multicolored squares (artifacts or something similar, I’m not sure) and the system becomes completely unresponsive.

On driver 6913, this artifact freeze happens only when using the iGPU for display output — with the Arc B580 as output, it works normally (although recently I’ve started seeing occasional freezes during boot, unless I start Windows via BIOS boot override).

I’m currently away from the PC, so I can’t check Event Viewer logs at the moment.

Current motherboard BIOS version is F6c. The newest version, as far as I know.

I have not monitored GPU/CPU temps right before the freezes. However, on 6913 I could play games without issues. One unusual case (or maybe not unusual — this is my first experience with Intel drivers) happened right after installing 6987: while updating Apex Legends via Steam (with Discord and Intel Graphics Software running), windows like Steam and Discord — and the system in general — became unresponsive, but I could still Alt+Tab between them, and voice chat worked. During this...event in Intel Graphics Software, I was able to switch between tabs, but all GPU metrics (usage, temps, fan speed, voltage) showed zero.

I plan to reinstall Windows and try only driver 6913 to see if the issue is OS-related, since I previously reinstalled but used newer drivers (6987, then 6989) and the problem persisted.

[VonM_Intel]

Hello kell-hp,

Thank you for providing such a detailed description of your observations and the troubleshooting steps you’ve taken so far. Based on your testing, it appears that the newer Intel Arc B580 drivers (versions 6989 and 6987) are consistently triggering freezes during Windows startup when the Arc GPU is used as the primary display, and artifact-related freezes shortly after login when using the integrated GPU. Your findings with driver 6913 suggest improved stability with the Arc GPU, though recent intermittent freezes during boot indicate the possibility of an underlying compatibility or stability issue that’s gradually resurfacing. The zero GPU metrics you observed in Intel Graphics Software during the Apex Legends update is also noteworthy, as it could point toward driver communication or monitoring conflicts.

In the meantime, I will need to do further research on this matter and post the response on this thread once available.

Best regards,

Von M.

Intel Customer Support Technician

[kell-hp]

I reinstalled Windows, installed just 6913 drivers, and now my PC isn't booting at all

[kell-hp]

No. Like okay. I cleaned the RAM and GPU contacts with an eraser, and it started working. I don't know how, new driver version is installed and everything works just fine. HOW THE HELL IT HELPED?????!!!

[VonM_Intel]

Hello kell-hp,

We have thoroughly reviewed your concern, and it appears the issue may now be resolved, but I’d like to confirm, are you still experiencing any crashing or artifact problems?

From the details you provided, it’s possible that cleaning the RAM and GPU contacts helped restore a better electrical connection to the motherboard. Over time, dust, dirt, or oxidation can accumulate on these contacts, causing poor connectivity or intermittent issues. Using an eraser is a common and safe method to gently remove these contaminants, which may have improved the connection enough to allow your system to boot and function properly, even if the symptoms initially seemed driver-related.

If the crashing or artifacts persist, could you please:

1. Provide a clear photo showing the artifacts.
2. Collect and share the dump files using the steps in this guide (look for the Crashing/freezing issues/BSOD section): Bug Reporting Guide.

Additionally, could you let us know if the issue still occurs when the B580 graphics card is disconnected and only the integrated graphics is in use? This will help us determine whether the B580 is contributing to the issue.

We appreciate your cooperation and look forward to your update.

Best regards,

Von M.

Intel Customer Support Technician

[Mike_Intel]

Hello kell-hp,

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

[VonM_Intel]

Hello kell-hp,

I have not heard back from you, so I will close this inquiry now. If you need further assistance, please submit a new question as this thread will no longer be monitored.

Best regards,

Von M.

Intel Customer Support Technician