Problem with ASROCK A580 Challenger causing BSOD

[Laroldski]

I have been running an ASROCK A580 Challenger ever since the ASUS X870E ProArt mobo launched which is my current mobo.

I'm running Windows 11 Pro fully updated to 24H2 and all the drivers I'm running are official drivers from the ASUS site.

I'm running v32.101.6460 of the ARC driver and it doesn't matter what driver I'm running it will BSOD,I have tried every driver that has been release since I purchased my graphic's card back in Sept 2024.

I have been having problems where my pc BSOD from time to time,it doesn't do it a lot but it does do it every once and a while,sometimes once a month and sometimes it does it 4 times a month.

There doesn't seem to be a pattern to when my pc does it either it just does it at random.

I checked Event Viewer and this is what it show's.

Faulting application name: IntelGraphicsSoftware.Service.exe, version: 25.2.1055.2, time stamp: 0x66e80000
Faulting module name: KERNELBASE.dll, version: 10.0.26100.3037, time stamp: 0x1883624e
Exception code: 0xe0434352
Fault offset: 0x00000000000cbb0a
Faulting process id: 0x1B04
Faulting application start time: 0x1DB7BAF93429005
Faulting application path: C:\Program Files\Intel\Intel Graphics Software\IntelGraphicsSoftware.Service.exe
Faulting module path: C:\WINDOWS\System32\KERNELBASE.dll
Report Id: 9952d19b-1320-4a15-a3ee-b2fadb1e2682
Faulting package full name:
Faulting package-relative application ID:

[JedG_Intel]

Hello Laroldski,

Thank you for posting on Intel Community Forum.

I'm sorry to hear that you are experiencing random BSOD with Intel Arc A580. For me to investigate further, please share the information below.

1. Was the issue present from the start of using ASROCK A580 Challenger?

2. Are there any recent changes to the system?

3. When it BSOD, does it show any error message? If there is, please attach a screenshot.

4. Have you tried using drivers from Intel instead of ASUS site?

5. When does the issue happen, when playing, browsing?

6. Screenshot of the Event Viewer.

Please generate SSU report for me to check your system configuration and components.

I look forward to your response.

Best regards,

Jed G.

Intel Customer Support Technician

[Laroldski]

The problem started when I built the this system and this is the only graphic's card I have used,I also build and repair pc's in my spare time,I also checked to make that when I build my pc that I also used ram that is on the qualified vendor list for my ASUS X870E ProArt motherboard.

No changes to my system have been it's still the very same as when I built it back September of 2024.

I get no error message on the BSOD screen when this happen's.

My pc is an AMD based pc and I can not use any drivers from the Intel site other then the ARC driver which I always get from the Intel site.

My pc just BSOD at random for no rime or reason,it can happen when I start up my pc and it will BSOD and then run fine for days and even weeks at a time then it will just BSOD.

I don't game on this pc I purchased the A580 card because I wanted to use that card with handbrake because I do a lot of video encoding and the A580 is excellent for that.

I also thought at first maybe it was an ARC driver problem and thought it would get patched but I got tired of the BSOD thing happening although it doesn't happen all that often.

Whenever my pc BSOD and I check Event Viewer it always say's it's the Intel Graphics Software Service.exe that's the problem,I always check after my pc BSOD and it's always Intel Graphics Software Service.exe although it does show other thing's to do with the Wlan but if my pc BSOD's it always the Intel Graphics Software Service.exe that's at the top of the list and match's the time the pc BSOD's.

[Laroldski]

@JedG_Intel I was wondering if you can look at this thread as well,it's more of a quirk that I would like Intel to be aware of,I found a workaround to my problem but it's still a pain when I need to reinstall Windows.

https://community.intel.com/t5/Intel-ARC-Graphics/Weird-problem-when-trying-to-install-Windows-with-an-ARC-Card/m-p/1664795#M20434 

[JedG_Intel]

Hi Laroldski, 

Thank you for providing all this information.

For further troubleshooting, please follow these steps:

1. Update your BIOS.

2. Update the graphics driver to the latest version, 32.0.101.6559.

3. Check for Windows updates.

4. Reseat the graphics card.

5. Test the graphics card in another system to further isolate the issue.

6. Monitor the temperature for any signs of overheating.

If you continue to experience the same issue after following these recommendations, please let me know so I can conduct further investigation.

Regarding the other thread you created to report a different issue, a support representative will address it shortly. Please wait for assistance.

Best regards,

Jed G.

Intel Customer Support Technician

[Laroldski]

1. My bios is fully updated.

2 I have tried updating the graphic's driver from 32.101.6460 to 32101.6559 but the problem is something is wrong with 32101.6559,it       cause's Handbrake and Chrome and every other program on my pc to run extremely slow. 

   Please look at this thread I created it because of the poor performance I was getting using the latest driver,you will also see I'm not the       only one with my card running really slow.

   Read what user bo1983 has to say,his card also runs extremely slow with latest driver his card is an A770 mine is a A580

https://community.intel.com/t5/Intel-ARC-Graphics/Problem-with-ARC-v32-0-101-6557-Driver/m-p/1661960#M19888 

3. Windows is fully updated

4. I have already tried reseating the card

5. My friend that lives in the same town as me also has problems with his pc BSOD as well and he has the extract same card as mine he

     has also checked Event Viewer and it's always the Intel Graphic's Software that caused the BSOD on his pc as well.

6. I mainly use handbrake and don't game with this card and it never get's over 58C the odd 62C but that's the max I have ever seen it.

[JedG_Intel]

Hi Laroldski,

Thank you for trying out the recommendations. For me to investigate further, please attach a short video clip of when your system BSOD's.

I hope to hear from you soon.

Best regards,

Jed G.

Intel Customer Support Technician

[Laroldski]

How would I take a video of my pc when the this happens,when it BSOD's it happen's so fast I wouldn't have time to get a camera out.

My pc doesn't BSOD all the time either,it may happen once a month and then it may do it 4 times a month,my pc isn't BSOD all the time it very random when it happens.

[DhannielM_Intel]

Hi Laroldski,

I apologize for the confusion earlier; it's okay if you don't take a video this time. However, I would like to request a dump file for this issue. Since you mentioned that the BSOD occurrences are infrequent, having the dump file would be very helpful for our analysis.

Please follow the instructions in this link and scroll down to the BSOD section to learn how to obtain the dump file: https://community.intel.com/t5/Intel-ARC-Graphics/Need-help-Reporting-a-bug-or-issue-with-Arc-GPU-PLEASE-READ-THIS/td-p/1494429

Thank you for your cooperation!

Best regards,

Dhanniel M.

Intel Customer Support Technician

[Laroldski]

@Dhanniel_M

Ok I will create a dump file but when that will be I'm not to sure,I had to reinstall Windows the other night and it hasn't BSOD yet since then and it may take a while for it to BSOD again.

I didn't reinstall Windows because of the BSOD problem it was because of other reason's,also I'm certain my pc will BSOD because it did when I first built the pc and never gave it much thought,then it BSOD'd after that a few times.

This isn't an on going problem like what can happen when you have bad ram or a bad ssd or something else and the pc BSOD's many times a day or at least once every 2 or 3 days.

This very rarely happen's and it's more frustrating then anything.

@Dhanniel_M I was also wondering if you could look at these other 2 threads of mine as well,I have asked some questions and I'm also getting very frustrated with these problems in the sense that it would be nice if the mod's would at least say if Intel is aware of these other 2 problems me and others are having with are ARC cards.

If you look at the link below me and 3 other people are all having the problem with a A Series cards and using the latest drivers with them.

I was running ARC Driver v32.0.101.6460 and every driver before that without any problems at all then when I tried v32.0.101.6557 and v32.0.101.6559 once I tried using the last 2 driver release's my ASROCK A580 Challenger cause's Chrome to take 3 seconds to open and when I go to encode video with Handbrake it takes 30 to 45 seconds for handbrake to open,Handbrake normally should take about 2 seconds to open.

The last driver release's and them causing Handbrake and Chrome along time to open and respond are not related to the BSOD problem,I also built this pc in September and I got the ARC card 3 weeks later and used an NVidia card for weeks then I got my A580 card and did a fresh install of Windows I know it wasn't needed but there were other reason's I had to because of my work.

https://community.intel.com/t5/Graphics/Problem-with-Intel-ARC-v32-0-101-6557-Driver/m-p/1666487/emcs_t/S2h8ZW1haWx8dG9waWNfc3Vic2NyaXB0aW9ufE03NjZUSkIxNVZTSkJQfDE2NjY0ODd8U1VCU0NSSVBUSU9OU3xoSw#M138857 

The other problem I'm having and no Mod has even bothered to respond to this thread which is also very frustrating is that when using my ARC card it's very hard to install Windows 11 24H2.

https://community.intel.com/t5/Intel-ARC-Graphics/Weird-problem-when-trying-to-install-Windows-with-an-ARC-Card/m-p/1666451/emcs_t/S2h8ZW1haWx8dG9waWNfc3Vic2NyaXB0aW9ufE03NVhVUTlNMTYySzE4fDE2NjY0NTF8U1VCU0NSSVBUSU9OU3xoSw#M20775 

[Laroldski]

@DhannielM_Intel My PC just BSOD'd again and I got an Event File that I created for you to look at as well as the dump file.

[JedG_Intel]

Hi Laroldski,

I'm truly sorry for the experience you've had and I completely understand your frustration. Regarding the main concern in this thread, which is the BSOD issue, I'll wait for the dump file so I can investigate further.

I reviewed this thread and noticed it is no longer being monitored. Additionally, with this other thread it seems there was an issue with it not appearing on our end. We are more than happy to assist you with all your concerns. To ensure we can provide the best support, please create a new, separate thread for these issues.

Thank you for your understanding and patience.

Best regards,

Jed G.

Intel Customer Support Technician

[Laroldski]

@JedG_Intel Try this link to read about the second problem I found with the ARC Cards,I don't know if this is a problem with the B Series of Cards it is on the A Series.

https://community.intel.com/t5/Intel-ARC-Graphics/Weird-problem-when-trying-to-install-Windows-with-an-ARC-Card/m-p/1667801#M21054 

[Laroldski]

@DhannielM_Intel  I tried to upload the dump file and I'm not sure if it did or not,please let me know if you got it. 

[JedG_Intel]

Hello Laroldski,

I was able to see the dump files. I'll be investigating this matter and I'll get back to you with an update as soon as possible. About the thread that you shared, a support is already handling your concern.

Best regards,

Jed G.

Intel Customer Support Technician

[JedG_Intel]

Hello Laroldski,

I'm following up on the investigation I had conducted. Upon checking, the error logged in event viewer about Intel Graphics Software is a known issue and a fix is coming soon, however it does not generate BSOD.

The error in event viewer about Intel SUR QC Software Asset Manager might cause system restart or BSOD. I recommend uninstalling the Intel® Computing Improvement Program from Windows. -] Settings -] Apps.

Also, we need the exact crash dump file so we can investigate further. Please make sure to follow the steps here.

Best regards,

Jed G.

Intel Customer Support Technician

[Laroldski]

@JedG_Intel If you look at the post before the last one you made,I asked you if you got the dump and you said yes and were going to look at it.

I'm uploading the dump file again from the las time my PC BSOD'd and it has only BSOD'd once and hasn't done it again.

[Laroldski]

@JedG_Intel I was wondering is the BSOD a known problem to Intel with the B Series of cards such as the B580.

[Laroldski]

@JedG_Intel I was wondering is the BSOD a known problem to Intel with the B Series of cards such as the B580.

[JedG_Intel]

Hi Laroldski,

Yes, I have reviewed the Event Viewer attachment you provided and identified an error related to the Intel SUR QC Software Asset Manager, which may be causing system restarts or Blue Screen of Death (BSOD) occurrences. Please attempt to uninstall the Intel® Computing Improvement Program from Windows.

Regarding the crash dump, we require the actual dump file rather than a screenshot of the errors in the Event Viewer. I have shared a link to guide you in gathering the crash dump file.

As for whether BSOD is a known issue with B series cards, we have not received similar reports from other users. Therefore, we would like to conduct a thorough investigation. Kindly share the dump file at your earliest convenience so we can examine this matter further.

Best regards,

Jed G.

Intel Customer Support Technician

[Laroldski]

@JedG_Intel I uploaded the dump file 3 times I will upload it in this email and please let me know if you get the file.

When I uploaded the file the file appears to load into the uploading feature on this site but then it does not show after I upload it as an option that I could download it is that normal.

The ends in .dmp and I'm sure it the right file as I did use the link you sent me.

Also is there an email I can send it to if the uploading feature won't work correctly for me.

I uninstalled Intel Computing Improvement Program as soon as I seen it the first time you posted in this thread and so I haven't had any BSOD's yet but then again that will mean nothing to me unless my pc doesn't BSOD for 1 to 3 months as it doesn't do it all the time,it does it between once a month to once every 6 weeks,and then sometimes it does it 3 to 4 times a month.

Thank you for your help