Random Black Screen - Intel ARC Graphic

[username_alreadytaken]

I have a newish issue (it was happening before but now it happens frequently). My screen "blacks out" randomly while I'm doing basic task (browsing the internet - Brave Browser, video editing- Adobe Premiere, etc). Sometimes, the black screen causes my desktop to be completely black (it doesn't display the wallpaper, it just shows the color black) until I reset my laptop. The random black screen happens for either a second to several seconds. I'm running a Asus Zenbook Duo (2024 model). Graphic card is up to date.

[RobbieR_Intel]

Hello username_alreadytaken,

I understand that you are encountering Random Black Screen with your Asus Zenbook Duo while doing basic tasks. Rest assured, I'm here to further assist you with this. 

To investigate, please answer the following questions:

• Were there recent changes made to the system?
• Was this issue occurring before or just occurring now?
• What troubleshooting steps have you done?
• Do you encounter any error code?

To assist us in analyzing the details of your system and addressing the issue effectively, we kindly ask you to generate a System Support Utility (SSU) report. This report will provide us with comprehensive information about your system's configuration, helping us identify any potential incompatibilities or issues.

To generate the SSU report, please refer to the article: How to get the Intel® System Support Utility Logs on Windows*.

I look forward to your response!

Best Regards,

Robbie R.

Intel Customer Support Technician

[username_alreadytaken]

Hello, thank you and please see below:

Were there recent changes made to the system? I updated the graphics card drivers

Was this issue occurring before or just occurring now? It occured after I updated the arc drivers

What troubleshooting steps have you done? I reinstalled (repair) the drivers and this time I picked to do a clean install to see if it would help. It did not.

Do you encounter any error code? No error code, it simply goes black and sometimes I'm unable to view the desktop. I noticed it happens more often when viewing videos on the browser, like those stock videos on adobes website. But it literally happens I feel randomly. No error codes are provided.

On my original post above I attaches the SSU report as soon as I encountered a black screen.

[RobbieR_Intel]

Hello username_alreadytaken,

Thank you for your fast response. I would like to clarify that when doing a clean install, have you also used the Display Driver Uninstaller (DDU) to Uninstall the previous driver?

If not yet kindly do so. Additionally, kindly try to install the driver manually from your OEM Website, to further check and ensure that a Clean Installation has been done.

I look forward to your response!

Best Regards,

Robbie R.

Intel Customer Support Technician

[username_alreadytaken]

Done. I did as indicated above and installed the OEM drivers. My new/old issue is now present. When launching Adobe Premiere it gives me the following: "Unsupported Video Driver" (see attachment). When I posted on a different forum they indicated to update the drivers, which I did. This resolved the error I was getting from Adobe however I would get random black screens.

Do I need to wait for the OEM drivers to get released and avoid downloading updated drivers through Intel's Driver Support program?

[Bandit8623]

@username_alreadytaken you are not the only one.

https://community.intel.com/t5/Intel-ARC-Graphics/Intel-Arc-A770-16G-often-has-intermittent-black-screen/m-p/1681877#M23468

[RobbieR_Intel]

Hello username_alreadytaken,

Thank you for your response and for sharing the necessary troubleshooting that you've done to proceed and address the issue that you're encountering. I understand that when you're using your OEM Graphics Driver, you're encountering "Unsupported Video Driver" when launching Adobe Premiere Pro and when you're using an updated driver, presumably our Generic Drivers, the problem goes away however you're encountering black screens.

To further investigate, please answer the following questions:

• When did the issue start with Adobe Premiere?
• What is the Generic Driver Version that is causing the Black Screens?
• What is the version of the Premiere Pro you're using and encountering the unsupported video driver?
• What is the OEM Driver that is showing this error?
• Have you encountered this error on other Adobe Platforms?
• Have you tried contacting ASUS regarding this? If so, what have they said?

I look forward to your response!

Best Regards,

Robbie R.

Intel Customer Support Technician

[username_alreadytaken]

Hello, yes, when I use Intel's up-to-date generic driver Adobe's message goes away however, the black screen issues become present. This issue started around 1-2 months ago. When I reached out to ASUS support, they basically gave me a link to re-download their most recent video driver "Graphic_IGCC_DCH_Intel_Z_V32.0.101.6127Sub1_41651.exe" which was useless since I already had it installed after removing the old driver using DDU.

• When did the issue start with Adobe Premiere? 1-2 months ago
• What is the Generic Driver Version that is causing the Black Screens? Yes
• What is the version of the Premiere Pro you're using and encountering the unsupported video driver? I'm currently running their latest version, 25.2.3
• What is the OEM Driver that is showing this error? The OEM driver is "intel graphics driver V32.0.101.6127" which is 579.43mbs
• Have you encountered this error on other Adobe Platforms? No, Photoshop and Audition do not give me this error message. Only Premiere Pro.
• Have you tried contacting ASUS regarding this? If so, what have they said? yes, they instructed me to redownload a driver that I already had downloaded using their MyAsus software. It was a pointless interaction.

Please let me know if I can help in any way.

[username_alreadytaken]

I just chatted with Asus and their team will try to see if they can patch this within 2 business days. Crossing my fingers but not holding my breath.

[RobbieR_Intel]

Hello username_alreadytaken,

Thank you for your response and for answering the following questions I have posted. Since you have mentioned the latest version available, would you be referring to 32.0.101.6739?

If so, please let me know so that I may confirm if this would be the case. Regarding the issue persisting only on Premiere Pro and not on other adobe applications, this is duly noted. Additionally, I'm glad that ASUS is now further investigating this, kindly let me know if they have an update as it would help us further look into this issue.

I look forward for your confirmation!

Best Regards,

Robbie R.

Intel Customer Support Technician

[username_alreadytaken]

Correct, through another forum, it was brought to my attention that a newer driver existed and that it could be downloaded here:

https://www.intel.com/content/www/us/en/download/785597/intel-arc-iris-xe-graphics-windows.html

Please note that the black screen would happen while doing any task however it happened more frequently while video editing and while browsing Adobe's online stock videos through the Brave Bowser to be specific. Another odd thing that would occur would be when streaming videos. Randomly diagonal lines would appear (reminiscent of the horizontal VHS line artifacts) while watching videos through Amazon Prime Video.

All of these issues left once I went back to the OEM approved/issued driver for my UX8406MA. Here's what Adobe Premiere error report contained:

[Video] Intel(R) Arc(TM) Graphics v.32.0.101.6127
ISSUES:
1. The current version of your Intel graphics driver may cause performance and stability issues. It is strongly recommended
that you update your driver version for your Intel Discrete graphics cards. Drivers are provided by Intel or your computer's
manufacturer.
URL: https://helpx.adobe.com/x-productkb/multi/update-intel-graphics-drivers.html
ID: jira:DVASE-6630

[RobbieR_Intel]

Hello  username_alreadytaken,

Thank you for providing the necessary information. I will now further investigate this issue and will get back to you once I have accurate information/ recommendation that may help address this. In the meantime, if ever ASUS does provide any feedback, please let me know.

I sincerely appreciate your patience and understanding as we work through this.

Best Regards,

Robbie R.

Intel Customer Support Technician

[RobbieR_Intel]

Hello username_alreadytaken,

Thank you for patiently waiting. Upon further checking the link that was provided, it points to a flickering issue with the Intel Arc A770 which was resolved with the graphics driver version: 32.0.101.4148

Additionally, I would like to clarify the following:

• Can you try connecting to a secondary monitor and check if the black screen occurs on it with the Generic Driver installed?
• Just to clarify, you encounter the error, " The current version of your Intel graphics driver may cause performance and stability issues. It is strongly recommended that you update your driver version for your Intel Discrete graphics cards. Drivers are provided by Intel or your computer's manufacturer." would be from the ASUS Driver, 31.0.101.6739? Have you ever encountered black screen issues with this Driver?

I look forward to your response!

Best Regards,

Robbie R.

Intel Customer Support Technician

[RandyT_Intel]

Hello @username_alreadytaken,

Just checking in on my previous message regarding your inquiry. Have you had a chance to review it? If you need more information or have any questions, feel free to reach out. I'm here to help!

Best Regards,

Randy T,

Intel Customer Support Technician

[username_alreadytaken]

Hi Randy,

sorry for the delay, I'm also communicating with Asus to see if they can help with this issue as well. please see below:

• Can you try connecting to a secondary monitor and check if the black screen occurs on it with the Generic Driver installed?
  
  I have not installed the latest graphic driver Version: 32.0.101.6737 to see if a black screen occurs on a secondary monitor. The black screen was not permanent when I did have it installed. it would randomly black out for 1-2 seconds and cause my desktop wallpaper to get replaced by a black image that would cover most if not all of my desktop shortcut icons. That update also created artificial lines to appear on video playback.

• Just to clarify, you encounter the error, " The current version of your Intel graphics driver may cause performance and stability issues. It is strongly recommended that you update your driver version for your Intel Discrete graphics cards. Drivers are provided by Intel or your computer's manufacturer." would be from the ASUS Driver, 31.0.101.6739? Have you ever encountered black screen issues with this Driver?
  
  The current driver that I have installed is V32.0.101.6127. I have not installed version 31.0.101.6739 (which might be an older driver from Asus). According to the Intel Driver & Support Assistant, it wants me to update my current driver to Version:
  32.0.101.6737. On a different thread a superuser recommended that I update to 32.0.101.6790 (which causes the black screen issue)
  

[RobbieR_Intel]

Hello username_alreadytaken,

Thank you for your prompt response. I'm glad to know that you are still communicating with ASUS regarding this.

But to clarify, with a Secondary Monitor, does the random black screen occurs? Or is this only applicable to the Laptop Screen?

Lastly, since you have mentioned that you had updated to the version 6790, please note that this would be our Generic Driver.

The current version that you have installed would be you Original Equipment Manufacturer's (ASUS) Driver, specifically 6127. And to be clear, this is where you encounter the issue on your Adobe? Is that correct?

I look forward to your response!

Best Regards,

Robbie R.

Intel Customer Support Technician

[RobbieR_Intel]

Hello username_alreadytaken,

I wanted to check in and see if you had a chance to go through the questions I shared earlier. Whenever it’s convenient for you, just let me know; I'm happy to continue assisting you.

Best regards,

Robbie R.

Intel Customer Support Technician

[RobbieR_Intel]

Hello username_alreadytaken,

As I have not heard from you, I will now proceed to close this thread. Kindly continue to communicate with your Original Equipment Manufacturer (ASUS). If you have further questions, please post a new question as this thread will no longer be monitored.

Best Regards,

Robbie R.

Intel Customer Support Technician