Please "reopen" a case

[TheWonderfulPie]

https://community.intel.com/t5/Intel-ARC-Graphics/The-card-has-delay-when-outputting-the-beginning-of-an-audio/td-p/1485273/emcs_t/S2h8ZW1haWx8dG9waWNfc3Vic2NyaXB0aW9ufExRQUxSQlM1OE5UTUI3fDE1NTQ5NjJ8U1VCU0NSSVBUSU9OU3xoSw

A lot of people are complaining in this thread. This is the first Google result of “intel arc issue at beginning of sound”, “intel arc delay of sound” and “intel arc doesn't play the sound immediately”

This is an issue that was supposedly fixed in Windows 11 23H2, but wasn't in the end.

Can you please reopen this case ? Opening another case would be unproductive because this “closed” case is what appears when we search for this issue (I'm the one who made the case by the way)

[Jean_Intel]

Hello TheWonderfulPie

Thank you for starting a new thread to share your feedback. We understand that you want us to reopen your thread to continue assisting in the matter, as multiple users are still reporting the same issue on that thread. Unfortunately, we are unable to reopen threads that have been closed. Therefore, we recommend that the user submit a new question whenever we close a thread.

We can continue to assist you on this matter using the previous thread as a reference. Furthermore, we see that the issue persists after updating the Operating System to Windows 11 23H2. Based on this information we would like to confirm if you have been able to update your graphics driver to the latest version available since our recommendation on this matter is to update Windows to version 22H3 and a clean install graphics driver to the latest version with the Display Driver Uninstaller (DDU).

If you already tried the recommendation, we would like to request an updated system report using the Intel® System Support Utility for Windows* to further investigate this matter.

Best regards

Jean O.

Intel Customer Support Technician

[TheWonderfulPie]

Yes, I have done multiple DDUs in the past, and I'm on 5081

[Jean_Intel]

Hello TheWonderfulPie,

We see that you have already tried the DDU software multiple times before, and after checking the system report, we confirmed that the Operating System and the graphics driver are up to date. Allow us some time to look into this problem internally, and we will be posting back as soon as we have more details.

Best regards

Jean O.

Intel Customer Support Technician

[Jean_Intel]

Hello TheWonderfulPie,

Thank you for waiting. This time, we would like to ask if you have been able to test outputting the audio to a different display. We also would like to ask for the make/model of the displays where the issue can be reproduced, if possible, share with us an Intel GCC report to have the EDID data of the displays. 

Best regards

Jean O.

Intel Customer Support Technician

[TheWonderfulPie]

No, I don't have another display. I'm not sure why this would matter, because the issue occurs even on bluetooth headphones, which are not linked to the display.

Here it is : 

[Saabjock]

This idea of closing cases without any real troubleshooting is a good way to have people abandon this product.

[TheWonderfulPie]

In all honesty, when I bought my Arc in march, I knew it wasn't going to be easy everyday and that I'd face issues with it, but I really thought that Intel would have put more budget in the Arc support because of its instability, doesn't seem to be the case

[Saabjock]

While I am realistic in my expectations of what the product represented out of the gate, I do expect Intel to make a concerted effort to at least attempt fixes to reported issues.

This idea of 'we haven't heard back, therefore we are closing the case' without at least an attempt at fixing the issue, will not sit well with anyone.

If I go through the hassle of submitting all the data...SSU reports, etc... that should at least warrant a look at the issue.

If they then need a bit more information, that would not be an unreasonable request.

[Jean_Intel]

Hello TheWonderfulPie,

We understand that you currently don't have an additional monitor to test, and the issue persists even when using Bluetooth headphones. We appreciate the Intel GCC report that you provided us with. We are going to resume our research on this matter, taking into account all the new details you have shared. We will get back to you with updates as soon as we have any.

Best regards

Jean O.

Intel Customer Support Technician

[Jean_Intel]

Hello TheWonderfulPie,

We would like to inform you that the issue you mentioned with the Bluetooth headphones can indicate a different root cause, as this component is unrelated to the GPU or graphics driver. Therefore, we recommend testing another display to determine the actual cause of the issue. We understand that you may not be able to test another display, as you don't have another monitor to test, but we encourage other community members who are facing similar problems to try it out and let us know if there is an improvement.

Best regards

Jean O.

Intel Customer Support Technician

[Jean_Intel]

Hello Everyone,

We want to follow up in your thread to see if anyone is experiencing the same issue who can confirm that the issue occurs on a different monitor. Dont hesitate to let us know.

Best regards,

Jean O. 

Intel Customer Support Technician

[TheWonderfulPie]

Sorry for the inconvenience, it seems like this issue occurs only when using the display's sound output, thus when using the card's sound output. Bluetooth and USB sound outputs are not affected by this issue

[Jean_Intel]

Hello TheWonderfulPie,

Thank you for providing us with the new information. We understand that the issue only occurs when using the display's sound output. We were hoping to receive more responses from other users who may have experienced the same issue. However, we have not received any further reports on this thread. We will investigate this matter internally and will update you as soon as we have more information.

Best regards,

Jean O. 

Intel Customer Support Technician

[Jean_Intel]

Hello TheWonderfulPie,

Before we proceed to look into this issue, we would like to clarify something. You mentioned that the issue was also present when using Bluetooth headphones, so we would like to ask for more details about what fixed this particular issue with the Bluetooth connection.

Best regards,

Jean O. 

Intel Customer Support Technician

[TheWonderfulPie]

Well, actually, I'm not sure that there has been any issues with my Bluetooth headphone. I think I thought there has been the issue because the headphones had huge latency, but this is something that is unrelated to this one, and don't even actually cause the same issue

[Jean_Intel]

Hello TheWonderfulPie,

We see that the Bluetooth issue is unrelated to the audio problem with the Intel Arc Graphics. We will now resume our investigation of the audio issue and will post back as soon as we have more details.

Best regards,

Jean O. 

Intel Customer Support Technician

[NormanS_Intel]

Hello TheWonderfulPie

Following an extensive review, we would like to inform you that our priority is to target the most popular games and apps to focus our efforts on providing a high-quality, stable experience for the broadest set of users. We will continue to improve our software performance and compatibility throughout 2024 and beyond. While we can’t accommodate your request at this time, please watch this Audio Will Delay 1–2 Seconds When Resuming Playback on Intel® Arc™ Graphics article on our website for any possible changes to this situation.

We are grateful for your contribution in bringing this matter to our attention. As we proceed to close this inquiry, should you require further support, please do not hesitate to submit a new question, as we will no longer be monitoring this thread.

Best regards,

Norman S.

Intel Customer Support Engineer

[TheWonderfulPie]

Thank you. Can you provide updates here ? Because the article you've linked just says to come back at a later time because it's not fixed yet