Screen freezes, goes to black and back constantly

[PINGAS7578]

Hey there
I suddenly when the Arc driver update 101.5592 came out started to have this issue of sometimes a lot in desktop (on Chrome and choosing multiple apps to open too) and even on the title screen of games the screen freezes, goes to black and then normal again constantly, but with games they just crash and nothing else happens. Tried to use the 101.5762 driver version, which was the latest, but after installing that version I just couldn't play games at all and Steam just when even doing nothing just automatically closes fully and reopens and are far more frequent that it's unusable.
My gpu is the A750 and here's an image file below from the event viewer what's the description and problem.
I'm just hoping there is some type of a solution for this problem.

[Mike_Intel]

Hello PINGAS7578,

Thank you for posting in Intel community Forum.

For us to further check this, please help provide the following details:

1. Are you using an Intel brand Arc A750?
2. Please help generate the SSU logs of your system. Kindly download the utility here:

https://www.intel.com/content/www/us/en/download/18377/intel-system-support-utility-for-windows.html

If you have questions, please let us know. Thank you.

Best regards,

Michael L.

Intel Customer Support Technician

[PINGAS7578]

Hello

Here's the SSU log of the system, scanned just in case with the everything option to be sure and yes, I'm using an Intel brand Arc A750.

[Mike_Intel]

Hello PINGAS7578,

I hope this message finds you well. 

Were you able to check the previous post?

Please let us know if you still need assistance.

Best regards,

Michael L.

Intel Customer Support Technician

[Mike_Intel]

Hello PINGAS7578,

Thank you for the update.

Upon reviewing the SSU, I found out that you have 2 Graphics controller. Arc A750 and Radeon Graphics. Can you disable this just to isolate if the Graphics is in conflict?

If still the same, kindly try to re-install the Graphics driver again using the clean driver installation method. Please follow the steps here:

https://www.intel.com/content/www/us/en/support/articles/000057389/graphics.html

If you have questions, please let us know. Thank you.

Best regards,

Michael L.

Intel Customer Support Technician

[PINGAS7578]

Hello

I'm guessing I should disable the Radeon Graphics controller in the device manager and just have the Arc A750 one be enabled to see if this issue still occurs?

[PINGAS7578]

Hello

Tried disabling the Radeon graphics in device manager, didn't works; tried uninstalling the Arc driver and reinstall, repairing and even uninstalling the Radeon Graphics driver through ddu, nothing, still the freezing and black screens happened in-game at the title screens quickly that you can't start to play the game, even tried panning over the games in Steam library, same still, even refresh rate changing doesn't help to solve it, tried it.

The weirdest thing is that when the Arc drivers have been installed then the issues start to occur and only then apparently and then in event viewer at the Windows logs system section there come display warnings about "Display driver igfxnd stopped working and has successfully recovered" every like 30 seconds when something moves in Steam or a game is active, if it's something still, even a video in Youtube then it's fine, but then starts doing the freezing too when something is moving or when using alt+tab, but occasionally then happens.

It just honestly makes me sad that at February games ran fine, especially looking at Fallout 4 it lasted 30 minutes with no issues, even possibly could've been for hours like that plus a bit modded Subnautica ran alright with no issues for hours, but suddenly at the spring period it all started happening and has gotten worse and worse that only I could watch Youtube, draw and browse the internet.

[Mike_Intel]

Hello PINGAS7578,

Thank you for the update.

I understand your situation. I am going to request for the latest SSU and video of the issue so that I can do further investigation on this issue. If you can also provide more detailed data that the issue only happened when Steam is opened, we can start from there.

If you have questions, please let us know. Thank you.

Best regards,

Michael L.

Intel Customer Support Technician

[PINGAS7578]

Hello

Here's the latest SSU plus the recording of the issue, after stopping the recording and being on the desktop the screen froze for some seconds too apparently as I saw. Plus the Ryzen 7600 iGPU has been disabled too in the device manager.

The only weird thing is that this all only happens to me and everyone else hasn't had any of these issues, like, at all apparently.

[Mike_Intel]

Hello PINGAS7578,

Thank you for the information provided.  

I will do further research on this matter and post the response on this thread once it is available.

Have a fantastic day, and thank you very much for your patience and understanding!

Best regards,

Michael L.

Intel Customer Support Technician

[Mike_Intel]

Hello PINGAS7578,

I hope this message finds you well.

We are currently checking this issue. While doing that, we want to gather these details.

1. What type of cable and port are you using to connect the Arc graphics card to the monitor?

2. Are you using an adapter, or is it a direct connection?

3. Have you tried using an older graphics driver version to isolate the issue? You mentioned the problem started after version 101.5592. If not, please try version 31.0.101.5522.

4. Can you you try different ports on the graphics card, if possible?

5. What is the make and model of the monitor?

If you have questions, please let us know. Thank you.

Best regards,

Michael L.

Intel Customer Support Technician

[PINGAS7578]

Hello

Here's the answer to all 5 of those details I have gathered:

1. The display cable is a DP 1.2 cable that came with the monitor (plus the HDMI 2.0 cable was included too in the monitor's box) that is connected to the graphics card.

2. I'm using a direct connection from the graphics card to the monitor.

3. Tried using the 31.0.101.5522 version now and well, still those freezes happen on Steam and only when Steam is open or I'm opening the lowered window with alt+tab when going from one app to another. Plus apparently now even when trying to log into the desktop the screen freezes, goes to black and then back. Another information I give is that this freezing starts to happen only when the drivers are installed because when the graphics drivers are uninstalled fully and then open Steam or play a game then no freezing or crashing happens.

4. Continuation basically of the 3rd question, tried all 4 of the graphics card ports, 4th being the HDMI port, even then the freezing happened the same way as I answered in the 3rd question.

5. The monitor is a Philips 24M1N3200ZA/00 (if going with the name Philips gave it then the model name is Evnia 3000). It has 2 x HDMI 2.0 ports and 1 x DP 1.2 port.

[Mike_Intel]

Hello PINGAS7578,

Thank you for the information provided.  

I will further check this issue and post the response on this thread once it is available.

Hoping for your kind patience. 

Best regards,

Michael L.

Intel Customer Support Technician

[NormanS_Intel]

Hello PINGAS7578,

We have reviewed the issue you're experiencing and would like to inform you that the error message "Display driver igfxnd stopped responding and has successfully recovered" along with Event ID 4101 indicates a problem with the integrated graphics of your Ryzen 5 7600. The keyword "igfxnd" in the error message confirms this.

It seems there is an issue with the iGFX, and Windows may not be correctly selecting or using the appropriate graphics (iGFX vs Arc). Disabling iGFX in Device Manager might not be as effective as disabling it in the BIOS. Therefore, please follow these steps:

1. Disable the iGFX in the BIOS and test again. If the issue persists, proceed to the next step.

2. Perform a DDU (Display Driver Uninstaller) in Safe Mode for the iGFX driver, then do the same for the Intel Arc Driver 101.5768, and test again.

3. Also, I would like to know if the crash occurred in any specific games?

Best regards,

Norman S.

Intel Customer Support Engineer

[NormanS_Intel]

Hello PINGAS7578,

I wanted to follow up to see if you had a chance to look over the information I posted. Your feedback at your earliest convenience would be greatly appreciated so we can move forward with resolving this matter.

Best regards,

Norman S.

Intel Customer Support Engineer

[PINGAS7578]

Hello there

Apologies, haven't lately had time to look for these, but I have a question about the first step: should I in the motherboard bios go from Advanced\AMD CBS\NBIO Common Options\GFX Configuration to enable the option "dGPU Only Mode" and not be in auto option? Just asking it because there's no separete option to disable iGFX/iGPU in the BIOS and is I think combined with the "dGPU Only Mode" option on this motherboard.

[NormanS_Intel]

Hello PINGAS7578,

Thank you for your response. According to the BIOS manual for your motherboard, you can disable the integrated graphics by navigating to Advanced > Integrated Graphics Controller > and selecting [Disabled]. For more details, please refer to page 48 of the manual. I'll be here waiting for your response and look forward to hearing how it goes.

Best regards,

Norman S.

Intel Customer Support Engineer

[PINGAS7578]

Hey there

There's nothing about the "integrated graphics controller" option in the "onboard devices configuration", like, at all, not even every one of those options in that manual's screenshot are available. There are only 5 options you can change: Display Priority, HD Audio, Onboard LAN, WAN Radio and BT on/off option, the only like similar thing to the "integrated graphis controller" option could only be the Display Priority one where there are 2 choices: external graphic or internal graphic and the option is on the extarnal graphic choice, nothing else. God, now I know why people say that Asrock motherboards' UEFI is quite confusing.

[NormanS_Intel]

Hello PINGAS7578,

Thank you for your response. I'm sorry to hear that you're having a tough time navigating the ASRock UEFI settings, especially with the integrated graphics controller. I checked the motherboard BIOS manual and noticed that on page 67, there is a setting for the Primary Video Adaptor. Please take a look at that setting and try adjusting it. Let me know if it helps.

If you still can't find it, you might try disabling the graphics card in the Device Manager. Here are the steps:

1. Type Device Manager in the search bar and press Enter to open Windows Device Manager.

2. In the new window, click Display adapters to show your graphics card.

3. Right-click the integrated graphics and choose Disable device from the menu.

4. A warning will pop up informing you that this action will stop the relevant function. Click Yes.

If these options are not available, it might be worth checking the official ASRock support page for your specific motherboard model or reaching out to their support team for more detailed guidance.

Best regards,

Norman S.

Intel Customer Support Engineer

[PINGAS7578]

Hey there

Even that primary video adaptor option isn't available in the UEFI of this motherboard, like literally most of the important stuff is not even available in this motherboard's UEFI for no explanation compared to the other like "high-end" Asrock motherboards as it seems.

Now even tried to disable the iGPU through Device Manager, but it wasn't available in the display adapters section anymore because I fully deleted those iGPU's drivers the previous month to see the precise issue and only the Arc graphics are there, but I found a pretty weird thing some days ago and even now saw it. For some reason in the other devices section there was a question mark, looked in it and saw that the PCI device had the exclamation mark next to it, looked into properties and read "drivers for this device are not installed. (Code 28) There are no compatible drivers for this device. To find a driver for this device, click Update Driver." Did try to update the drivers by choosing the option "Search automatically for drivers" and then it said that Windows was unable to install the PCI device, looked into the Windows update section after that, still nothing there. I even added the screenshot of the weird thing into the attachments section to let you see it.

My question now is could it be that this is the issue for some apparent reason as to why this happens and only lately this issue wanted to show itself and even give the weird black screen thing sometimes outside Steam or games too, especially when I want to snip one part of the screen with Win key+ shift+ s?

[NormanS_Intel]

Hello PINGAS7578,

Thank you for your response. This issue is quite unusual because the settings we are looking for are no longer available. Could you please double-check if the driver is hidden by clicking the "View" tab in the Device Manager and selecting "Show hidden devices"? Additionally, try going to the "Action" tab and selecting "Scan for hardware changes."

I reviewed the screenshot you provided, but it doesn't specify the manufacturer of the PCI Device. Please check the "Driver," "Details," and "Events" tabs for any information about this PCI device.

Code 28 errors are typically caused by missing drivers for the hardware in question, and we are not entirely sure if this is the root cause. Could you also try resetting the BIOS to default settings and see if there are any changes? It's quite strange that you have missing settings. Please let me know the outcome so we can determine the best course of action.

Best regards,

Norman S.

Intel Customer Support Engineer