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Refresh rate goes back to 60hz after each restart with ARC A770 16GB

StarkX
Novice
1,081 Views

I noticed a recent problem, every time I restart my PC, the refresh rate of my monitor goes to 60hz, VRR is then greyed out too in Arc Control.

I have to completely turn off my monitor screen and turn it back on to get my refresh rate back to 240hz or completely turn off my PC and turn it back on.

 

My monitor is the LG 27GR95QE-B OLED Gaming Monitor plugged in with the original HDMI 2.1 cable. 

 

GPU ARC A770 16GB

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18 Replies
RyanFeeko
New Contributor I
1,044 Views

Hey @StarkX , have you update the firmware/driver to the latest both GPU and Monitor?

 

Or also check the Adaptive Sync to disable.

 

Hope this helps.

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StarkX
Novice
994 Views

Yes, I updated everything, even disabled adaptive sync. Still the same problem, never had this before.

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NormanS_Intel
Moderator
882 Views

Hello StarkX,


Thank you for reaching out to the community for assistance.


It appears you're encountering persistent refresh rate issues, even after a graphics driver update. To help us investigate this issue more closely, could you please:


1. Share the SSU logs from your computer. This will allow us to examine your system's configuration and the driver versions in detail. Once you generated the logs, you can attach the logs to this post. 

2. Confirm whether you've tested both HDMI ports on your monitor, as the specifications indicate there are two available HDMI ports.

3. Let us know if you've had the chance to try out a different HDMI cable.


Your cooperation is greatly appreciated, and I look forward to your response.


Best regards,

Norman S.

Intel Customer Support Engineer


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StarkX
Novice
855 Views

Hi,

 

Thanks for your reply,

 

Yes I just tested with a second HDMI 2.1 cable and on the second HDMI 2.1 port, still the same problem.

I tried with another HDMI 2.1 cable from audioquest https://audioquest.com/products/pearl-48-hdmi-cable and it's not a cheap one,

same issue as with my monitor's original HDMI 2.1 cable.

 

My SSU logs are attached.

 

Thanks

 

 

 

 

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NormanS_Intel
Moderator
837 Views

Hello StarkX,


I appreciate your cooperation in providing the SSU logs. To assist us in resolving the issue, could you kindly perform the following:


1. Update your motherboard's BIOS to the most recent beta version, 7B85v1H1, as the logs indicate you are currently on version 7B85v1G.

2. Use DDU to remove the current graphics driver, and then reinstall the latest version, which is 31.0.101.5445 again.

3. Consider reducing the screen resolution.


Once you have completed these steps, please share the results with me. If the problem persists, we will investigate further. Additionally, could you inform me if this issue has been present since you first acquired the monitor, or did it begin occurring at a later time? Your response will help us better understand the situation. Thank you!


Best regards,

Norman S.

Intel Customer Support Engineer



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StarkX
Novice
800 Views

I updated the bios but still the same problem.

Then i removed the current graphics driver with DDU and reinstalled it, it didn't solve it.

I have had this monitor since September and my Arc A770 graphics card since June, I have never had this problem, it started a month ago.

 

On the other hand, I have just noticed that I cannot change the refresh rate in Windows, I try 60, 120 then 144, the frequency returns to 240hz. I can change the resolution but not the refresh rate. Maybe a Windows issue? 

 

Capture d'écran 2024-05-03 221122.png

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NormanS_Intel
Moderator
719 Views

Hello StarkX,


I appreciate your efforts in providing the information, which will certainly assist us in pinpointing the problem. Regarding the refresh rate adjustment, kindly proceed as follows:


  1. Right-click anywhere on your desktop and select Display settings.
  2. Scroll down to locate Advanced display settings and click it.
  3. Under the Display information section, find and click Display adapter properties for Display 1.
  4. Go to the Monitor tab.
  5. Select the desired refresh rate from the drop-down menu.
  6. Click Apply and OK.


Furthermore, please ensure that your Windows operating system is fully updated. Once you have completed these steps, I would be grateful if you could inform me of the results.


Best regards,

Norman S.

Intel Customer Support Engineer



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NormanS_Intel
Moderator
665 Views

Hello StarkX,


I wanted to check if you had the chance to review the steps I posted. Please let me know at your earliest convenience so that we can determine the best course of action to resolve this matter. 


Best regards,

Norman S.

Intel Customer Support Engineer


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StarkX
Novice
639 Views

Hi,

 

Yes I tried it, but it doesn't change my refresh rate, it stays at 240hz.

I still have the problem on reboot, my screen displays 60hz and VRR greyed out. So these are two problems.

 

Windows 11 is updated to the latest version.

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StarkX
Novice
635 Views

I just tested the display port and I don't have these problems. So there is an issue using the HDMI port, I tried with two different HDMI 2.1 cables, using the two HDMI 2.1 ports on my monitor

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NormanS_Intel
Moderator
587 Views

Hello StarkX,


I'm grateful for your prompt reply and the comprehensive information you've shared. It's instrumental in helping us pinpoint the underlying problem. Rest assured, we will delve into this matter and inform you of any progress within this discussion thread.


Best regards,

Norman S.

Intel Customer Support Engineer


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NormanS_Intel
Moderator
346 Views

Hello StarkX,

 

We wanted to share with you that we have conducted thorough testing on the A770 Limited Edition (16GB) graphics card connected to a 4K display at 144Hz via HDMI and have not encountered the issue you mentioned. For your reference, we have documented our test in a video which you can view here: https://www.youtube.com/watch?v=T92pMvR8QQM

 

To ensure optimal performance, we kindly suggest updating your graphics driver to version 31.0.101.5518, and please ensure that your display is connected using an HDMI-to-HDMI connection. This step is crucial for the proper update of the LSPCON firmware.

 

Should the problem continue, we recommend performing a clean installation of the drivers using DDU in safe mode and then reverting to driver version 31.0.101.5382, 31.0.101.5379, or lower. This will help us determine if there is any regression in the drivers.

 

Lastly, if it's not too much trouble, would you be able to conduct a test using a different display? This would greatly assist us in isolating the issue.

 

Best regards,

Norman S.

Intel Customer Support Engineer

 

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NormanS_Intel
Moderator
273 Views

Hello StarkX,


I wanted to check if you had the chance to review the information I posted. Please let me know at your earliest convenience so that we can determine the best course of action to resolve this matter. 


Best regards,

Norman S.

Intel Customer Support Engineer


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StarkX
Novice
234 Views

Hi,

 

I tried with my old AMD Radeon RX550 graphics card, and I don't have this issue via HDMI, although I couldn't test it with 240hz at 1440p because this graphics card can handle max 144hz. But at least my refresh rate doesn't drop to 60hz on reboot. I removed the drivers with DDU (in safe mode) and installed the new version 31.0.101.5522 and I still have the same problem. I don't think I experienced this problem until February or March.

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NormanS_Intel
Moderator
166 Views

Hello StarkX,


I appreciate your response. I will continue to investigate the issue and will share any progress or findings here in the discussion thread. Your insights have been particularly helpful, as the situation appears to be quite distinctive.


Best regards,

Norman S.

Intel Customer Support Engineer


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NormanS_Intel
Moderator
63 Views

Hello StarkX,


We appreciate your patience as we've diligently reviewed the details of your concern. We understand that your monitor may not match the exact specifications required; however, to conclusively determine whether the HDMI output of the graphics card is functioning correctly, we recommend testing the card with a different monitor or TV with the same specifications over HDMI before considering a replacement. 


Additionally, if it's convenient for you, we recommend inquiring at your place of purchase regarding the possibility of conducting further tests on the graphics card. Should you have any further inquiries or require assistance, please feel free to reach out to us.


Best regards,

Norman S.

Intel Customer Support Engineer


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StarkX
Novice
26 Views

Hi Norman,

 

I tested with a 4k 60hz monitor and with my LG 4k 120hz TV, the refresh rate remains the same on reboot. I apparently only have this problem with my gaming monitor on the two HDMI ports.

 

On the other hand, when I plug my gaming monitor into the HDMI port and the second 4k 60hz monitor (using the display port), I have this same problem again for both monitors upon reboot.

 

Before reboot

1 monitor's refresh rate is 240hz, HDR is ON and VRR ON

Capture d'écran 2024-05-31 203600.png

 

Capture d'écran 2024-05-31 203621.png

2nd monitor 60hz, and doesn't have HDR 

Capture d'écran 2024-05-31 204259.png

Arc control: VRR is ON, HDR ON too

 

Let's reboot

1st monitor is now 60hz and 2nd monitor is 30hz

Capture d'écran 2024-05-31 203839.png

HDR is clearly OFF on my gaming monitor, that info is correct

Capture d'écran 2024-05-31 203815.png

Capture d'écran 2024-05-31 204619.png

VRR is now OFF on my gaming monitor

Capture d'écran 2024-05-31 204317.png

Intel Arc says HDR is ON but is not, it's off

 

 

 

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StarkX
Novice
23 Views

I also tried this:

My LG TV using HDMI port 
My LG Monitor using Display Port

 

Before and after reboot: No issue

Capture d'écran 2024-05-31 215501.png

Capture d'écran 2024-05-31 215514.png

 

 

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