New Arc a750 Crashed every few minutes, then is no longer recognized

[Haus]

Hello, I was excited to hear Intel was entering into the GPU market, and the time came a few days ago for me to upgrade my 1660, so I bought an a750. After the first hour or so of use, it began crashing, under any load. I did not wipe my Nvidia drivers, and assumed that to be the reason, so I wipe both the newly installed intel, and all previous Nvidia drivers with DDU, and installed the latest stable drivers, to no avail. Then I reseated the card and pcie cables, to no avail. Then I reinstall the latest drivers, to no avail, all while switching between three different monitors, of different brands, and cables. The frequency has remained constant, crashing any time from 5 minutes to 3 hours of use, no matter the attempted solution, and after the crashes it will not be recognized, until I restart it a few times  

Specs

Motherboard: MSI Pro B660M-A Wi-Fi, CPU: i5-12400, RAM: 16gb DDR5 4800mts Crucial, PSU: 600 Watt EVGA Gold, and a few drives.

All components are known to be good, as they worked immediately prior to switching to the a750, and there is no issue when it is not present. 

Anyone have any ideas?

[Andres_Intel]

Hello Haus,

Thank you for posting on the Intel communities. I am sorry to hear that you are having crashing issues with your Intel® Arc™ A750 Graphics, I will be happy to help you.  

To have a better understanding of the situation, please answer the following questions: 

• What kind of crashing do you have? For example, you lost image, flickers, etc
• If possible, take a video of the issue.
• Download, run, save and attach the report for the following tool Intel® System Support Utility for Windows (SSU), you can find the steps on the link How to get the Intel® System Support Utility Logs on Windows. 

Regards,  

Andres P. 

Intel Customer Support Technician

[Haus]

Hello Andres,

Thank you for reaching out, and I hope you had a happy forth!

The type of crash I have been experiencing is always the same kind. The display turns to black, and stays off, while the GPU fans go to max, even under minimal load. It doesn’t matter if it is connected to 1 or multiple monitors. 

While I was writing this on my laptop, and had my pc awake with no programs running, it crashed again. The attached video does not show the screen going to black, as I was not fast enough, but it shows the display stopped receiving a signal, and I am not sure about the audio, but the fans began spinning at max. 

 My best guess is that something is happening with the card to make it crash, which restarts the PC, then only registers the integrated graphics as the sole output. 

Before the pc crashed, I ran the SSU, and I decided that I should run it after this crash. 

I hope we can find a quick fix to this!

[Haus]

I realized after posting I should also have said how I reset after a crash. I have to completely power off my computer, before it will recognize the a750.

I have attached the SSU from post reset. 

[Andres_Intel]

Hello Haus,

Thank you for your response, all the information provided has been really helpful.

Please follow the steps below and let me know the results:

• Clean install graphics driver to version 31.0.101.4514. For guidance, Clean Installation of Intel® Graphics Drivers in Windows.

Regards,  

Andres P. 

Intel Customer Support Technician

[Haus]

Hello Andres,

I executed a clean install with the 31.0.101.4515 following intel’s guide, and several minutes after the install, it crashed again. Attached is the SSU report from after the crash.

What is the next step?

Thanks,

Joe

[Andres_Intel]

Hello Haus,

Thank you for your answer, it has been very helpful.

I will start with an investigation and provide with the next steps as soon as possible. 

Regards, 

Andres P.

Intel Customer Support Technician

[Andres_Intel]

Hello Haus,

Thank you for your time.

I noticed the BIOS is from back in 2022 and there is a newer version can we please test the newer version?

Update the BIOS to the latest version on MSI Support. For guidance, you can contact them.

Let me know the results.

Regards,  

Andres P. 

Intel Customer Support Technician 

[Haus]

Hello Andres,

I updated the BIOS, and it was a successful update. However, it did not fix the issue. After reseating the card, because I removed to update to not risk a crash, I began to test it. It would not launch Hitman 3 past the game launcher, so I tried CSGO and after playing a single round, it crashed. 

I did not grab an SSU before crash, but I did grab one after, which is attached below. 

Thanks,

Haus

[Andres_Intel]

Hello Haus,

Thank you for completing the steps.

I will continue with the investigation to provide you with the next steps as soon as possible.

Regards,

Andres P.

Intel Customer Support Technician

[Andres_Intel]

Hello Haus,

We have been working on the investigation, please follow the steps below to cover all the troubleshooting steps:

• Perform a clean installation of the Operating System. For guidance, you can contact Microsoft

Regards,

Andres P.

Intel Customer Support Technician

[Haus]

Hello Andres,

I have preformed a clean install of windows 10, and it has not fixed the problem. I was unable to preform an SSU because I had not yet transfer over that application from my backup. It was the same type of crash, after about 10ish minutes, the screen went black, the fans went on, and it restarting, forgetting the a750, while setting up steam. I did install the OS without the a750 in, as to not risk a crash.

I was on the 4515 drivers. 

Thanks,

Haus

[Andres_Intel]

Hello Haus,

Thank you for your response and for completing the steps.

Seems we have completed all the troubleshooting steps and seems the issue is the graphics card, I recommend you to contact Internal Support to start with a warranty process.

For now, we will close this thread. If you need any additional information, please submit a new question as this thread will no longer be monitored. 

Regards,  

Andres P. 

Intel Customer Support Technician 

[Haus]

Thank you so much Andres for all your help!