Problems opening Excel, Word files from network location

[PMI_DIJON]

Since installing the Arc drivers 31.0.101.4672 or 31.0.101.4676, I can no longer open an Excel or Word file from a network location (no problem when the files are local). Reverting to driver 31.0.101.4644 solves this problem.

How can I download the driver 31.0.101.4644 for other PCs to configure?

13th Gen Intel® Core™ i7-13700
ASUS TUF GAMING B760M-PLUS D4
Intel® Arc™ A750 Graphics
32 GB
Microsoft Windows 11 Professionnel (64 bits)22H2 (10.0.22621)

Corsair RM750

 

[Jean_Intel]

Hello PMI_DIJON,

Thank you for posting in the Intel communities. We understand that you are experiencing issues when opening Excel and Word files from a network location. We will help you find a solution to this problem.

Based on your description, we found a forum on the Microsoft community with some troubleshooting that may help you. We invite you to take a look at the recommendations.

Nevertheless, to better assist you, we would like to gather more information about your issue. Provide us with the following:

• Is there an error message when opening the Excel or Word Files?
• How are you accessing the files?
• Capture a video recording showing your issue. This can help you with issue reproduction purposes if necessary.
• We want to request further details about your system to further review the problem. Provide us with the following reports:
  • Intel System Support Utility (Intel SSU)
  • Open the application and click "Scan" to see the system and device information. By default, Intel SSU will take you to the "Summary View."
  • Click on the menu where it says: "Summary" to change it to "Detailed View."
  • To save your scan: click "Next"; then "Save."

Unfortunately, the driver 31.0.101.4644 is no longer available on our website.

Best regards,

Jean O.

Intel Customer Support Technician

[PMI_DIJON]

Hello,

Thank you for your reply, but the problem mentioned in the forum does not correspond to the problem I mentioned.

With drivers 31.0.101.4672 or 31.0.101.4676, when I open an Excel or Word file from a network location (file server under Windows Server 2012 R2), the file does not open and the Excel or Word application remains frozen (no error message), forced to close it using end of task from Task Manager.

The only solution that works is to revert to the driver version 31.0.101.4644.

Best regards

[Jean_Intel]

Hello PMI_DIJON,

We would like to further look into this matter, but we need to gather more information about your system, so please provide us with the Intel System Support Utility (Intel SSU). Please note that the more information we have, the better.

Best regards,

Jean O.

Intel Customer Support Technician

[PMI_DIJON]

Hello,

As requested, here is the Intel System Support Utility report and a screenshot when I open an Excel file from a network location.

Driver used : 31.0.101.4824.

Best regards

[Jean_Intel]

Hello PMI_DIJON,

Thank you for the information provided. As we mentioned before, we will continue to further look into this matter. We will post back as soon as we have more details.

Best regards,

Jean O.

Intel Customer Support Technician

[Jean_Intel]

Hello PMI_DIJON,

Thank you for waiting for a response, we appreciate your patience. After looking at the problem, we would like to request you test opening the same file from any network location and Operating System. Also, there is a new driver available, 31.0.101.4826. Update the latest driver and let us know the outcome.

Best regards,

Jean O.

Intel Customer Support Technician

[PMI_DIJON]

Hello,

I just tested with the new driver 31.0.101.4826, but the problem still exists : When I open an Excel or Word file from a network location, the contents do not appear on the screen. In the task manager, Excel or Word shows some activity, and I have to end the task to exit Excel or Word.

Best regards

[Jean_Intel]

Hello PMI_DIJON,

Thank you for the information. We would like to know if you have tried accessing the same files with a different PC withing the network. This would help us isolate the problem to the Intel® Arc™ A750 system.

Best regards,

Jean O.

Intel Customer Support Technician

[PMI_DIJON]

Hello,

I just tried on another PC also equipped with an Intel® Arc™ A750 graphics card, with driver version 31.0.101.4824, and I encountered the same problem (I currently have 15 PCs equipped with a graphics card Intel® Arc™ A750, so for the moment I am not installing any version of the driver beyond version 31.0.101.4644).

Best regards

[Jean_Intel]

Hello PMI_DIJON,

We will do further research on this matter. We will post back on this thread as soon as possible.

In the meantime, you can try checking with a different graphics adapter to rule out compatibility issues with the Intel® Arc™ A750 card.

Best regards,

Jean O.

Intel Customer Support Technician

[Jean_Intel]

Hello PMI_DIJON,

After trying to replicate the issue multiple times, we have not been able to replicate your issue. We have set up a system to share the files over the network and we are able to open the files and edit them, should would like to know if you have there are for any extra steps.

We also would like to recommend you test the new driver 31.0.101.4885.

Best regards

Jean O.

Intel Customer Support Technician

[PMI_DIJON]

Hello,

Problem solved after installing driver 31.0.101.4887.

Best regards

[Vegard1]

It seems you are not the only ones with issues. Just chiming in to report that we are also experiencing issues on mostly Dell latitude 7420 laptops using the previously mentioned drivers. We are currently testing 31.0.101.4885 and i will tell you what our results are. Has anyone reported this driver fixing the issue?

In our case office word is reporting the following error when opening a document "Ikke not minne eller diskplass for å fullføre operasjonen" , which translates to "Not enough memory or disk space to complete the operation". This started happening after installing the driver first mentioned in this thread.

[Vegard1]

Installing this latest driver solved our issues on our test device. 

[Jean_Intel]

Hello everyone,

We are glad to hear that the issue is solved after installing the new driver 31.0.101.4887. Since you reported that the issue is now solved, we will proceed to close this thread. If you require further assistance, please start a new question, as this one will no longer be monitored

Thank you for your efforts in trying our recommendations and proactively trying the newest driver.

Best regards

Jean O.

Intel Customer Support Technician