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Opening Apple Music and Apple TV (Windows 11 App) cause the screen to go black temporally

Yuenight
Novice
2,397 Views

Hi Guys,

 

I noticed that with  updated latest drivers 31.0.101.4644, when open the Apple Music or Apple TV app on my windows 11 PC I get a black screen temporally for a few seconds and then go back to normal.

I have my intel arc a770 card plugged in via HDMI.

 

Specs: 
Processor AMD Ryzen 7 7800X3D 8-Core Processor 4.20 GHz
Installed RAM 32.0 GB (31.7 GB usable)

OS: Windows 11 Pro
GPU:  Intel Arc A770

 

Let me know if you need any more details.

Thanks for your time 

 

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9 Replies
Hugo_Intel
Employee
2,365 Views

Hello Yuenight


Thank you for posting on the Intel® ARC™ Graphics Communities. I see you are experiencing a black screen for a couple of seconds before the Apple Music software opens up.


I understand that the issue started with the latest driver 31.0.101.4644, if you roll back to the previous driver 31.0.101.4577 is the issue not happening? In order to rule out possible driver or software issues I would advise that you completely uninstall the Apple Music software and reinstall it on your system. As for the driver use Display Driver uninstaller to uninstall the previous driver version and then reinstall version 31.0.101.4644.


If the issue is still happening we would appreciate it if you could share a short video showing the issue and in case the problem is not happening when rolling back to version 31.0.101.4577 a short video showing the software working as it should so we can have a better understanding in case this needs to be tested.


Best Regards,


Hugo O.

Intel Customer Support Technician.


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Hugo_Intel
Employee
2,330 Views

Hello Yuenight


I wanted to check if you had the chance to reinstall the driver as advised in our previous post, if so, please let us know if the issue is still present. In case the issues still exist share with us whether the issue is not happening in the previous driver and is possible a video showing the issue.


Best Regards,


Hugo O.

Intel Customer Support Technician.


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Yuenight
Novice
2,310 Views

Hi Hugo,

 

I have given you instructions a try.

 

1) I used the DDU in safe mode to uninstall the drivers.

2) When it restarted, installed 31.0.101.4644 and restarted the PC.

3) Open Apple music, and the issue happen the screen goes black for moment and then come back.

 

4) Upgraded to 31.0.101.4669 and then restated the PC.

5)Opened Apple music again same issue happen the screen goes black for moment and then come back.

Noted) That after the 1st opening of Apple Music this issues does not happen again, so 2 second time its fine. So no more black screen until I switch off my pc and boot it up again.

 

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Yuenight
Novice
2,306 Views

Hi Hugo,

I did the test again on 4577 

 

1) I used the DDU in safe mode to uninstall the drivers.

2) When it restarted, installed  31.0.101.4577  and restarted the PC.

3) Open Apple music, and the issue happen the screen goes black for moment and then come back.

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Hugo_Intel
Employee
2,270 Views

Hello Yuenight


Thank you for sharing the information and videos, we now have a better understanding of the issue. Just to confirm, Did you also reinstall the software on your system as well to discard possible app issues?


From your original post I see the issue started with driver 4644, but now that you also tested the 4577 version the issue is still happening, so was driver 4577 working fine before? Also, to discard possible physical issues, Could you please let us know the type of connections that you are using? , Have you tried different cables or types of connections HDMI and DP?


Best Regards,


Hugo O.

Intel Customer Support Technician.


Yuenight
Novice
2,261 Views

Hi Hugo,

 

I just done an uninstall of the app with the latest drivers, (31.0.101.4699) black screen while using HDMI. Then I took you advice I switched the cable to Display Port now and the black screen is not happing.

 

I try a different HDMI cable once I order a new one and see if the issue still happens.  

 

Thanks for your time.

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Hugo_Intel
Employee
2,237 Views

Hello Yuenight


I see the issue is not happening on DP and that you ordered a new HDMI cable, in this case, we will continue to monitor the thread so you have the time to do the proper testing.


Best Regards,


Hugo O.

Intel Customer Support Technician.


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Hugo_Intel
Employee
2,170 Views

Hello Yuenight


I wanted to check if you had the chance to test a new HDMI cable on your system and if the same flickering issue still happens when opening Apple Music. Please let us know.


Best Regards,


Hugo O.

Intel Customer Support Technician.


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Hugo_Intel
Employee
2,131 Views

Hello Yuenight


We hope that trying a different HDMI cable has helped you resolve the temporary black screen issue on your system. We have not received any feedback from you so we will proceed to close this thread. Feel free to open a new topic in case you need further assistance.


Best Regards,


Hugo O.

Intel Customer Support Technician.


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