Showing Arc Control by ALT+I may reset the app to defaults.

[Sakura329]

When I show "Arc Control" by "ALT+I" or from the system tray icon in another window mode different from the last time shown, the app is reset to defaults.

Steps to reproduce:
0. Ensure that "Window Mode" is set to "Desktop and Overlay".
1. Show "Arc Control" in "desktop mode".
2. Add games manually in "Game library".
3. Close "Arc Control" by the close button.
4. Show "Arc Control" by "ALT+I".
5. Added games will not be shown in "Game library".

I have experienced this issue on version 1.68.4938.6 and 1.69.5033.3.

[Andres_Intel]

Hello Sakura329,

Thank you for posting on the Intel communities. I am sorry to hear that you are having issues with your Intel® Arc™ Control Software, I will be happy to help you.  

To have a better understanding of the situation, please answer the following questions: 

• I see you shared the steps to reproduce, to have a visual example, take a video of the issue.
• What troubleshooting steps have you done?
• Did you make hardware or software changes when the issue started?
• When did the issue start?

Regards,  

Andres P. 

Intel Customer Support Technician

[Sakura329]

The issue started after I installed Graphics Driver 31.0.101.4369. I made no hardware change before and after the issue started. I uninstalled old drivers with DDU, installed OEM drivers downloaded from MSI(30.0.100.9805) and Asrock(31.0.101.3430), then installed the latest driver at that time downloaded from Intel(31.0.101.4369). I took 2 videos of notifications settings being reset by "ALT+I" hotkey and "Open Arc Control" system tray menu respectively.

[Andres_Intel]

Hello Sakura329,

Thank you for your response, all the information provided has been really helpful.

Please follow the steps below and let me know the results:

• Uninstall Intel® Arc™ Control

1. Press the Windows key.
   1. Click on settings.
   2. Select Apps and then select Apps & features.
   3. Search for Intel® Arc™ Control software.
   4. Click on it and select the option to uninstall.

• Reinstall Intel® Arc™ Control following How to Install Intel® Arc Control.

Let me know the results.

Regards,  

Andres P. 

Intel Customer Support Technician 

[Sakura329]

I followed the instructions, but the issue still persists. I uninstalled Arc Control first, then I have installed Graphics Driver 31.0.101.4514.

[Andres_Intel]

Hello Sakura329,

Thank you for your answer, and for completing the steps.

I will start with an investigation to provide you with the next steps, as soon I have further information I will let you know.

Regards,

Andres P.

Intel Customer Support Technician

[Andres_Intel]

Hello Sakura329,

Thank you for your time.

We still working on the investigation, please follow the steps below to get the Intel® Arc™ Control logs:

1. Go to File Explorer
2. Go to C:\Users\<your_username_here>\AppData|Local\Intel\IGN\logs
3. Attach the files you find there

Regards,

Andres P.

Intel Customer Support Technician

[Sakura329]

I took these logs as follows. I started "Intel Arc Control" with "Desktop" window mode, modified notification settings and once closed the app, then showed the app by "ALT+I" and made sure that notification settings had been reset. At last I exited the app.

[Andres_Intel]

Hello Sakura329,

Thank you for your response, it has been very helpful.

I will continue with the investigation, as soon I have further information I will let you know.

Regards,  

Andres P. 

Intel Customer Support Technician

[Andres_Intel · Accepted solution]

Hello Sakura329,

Thank you for your patience.

I want to let you know that this issue has been fixed in our latest driver 31.0.101.5081. Please follow the steps below and let me know the results:

• Clean install the graphics driver with Display Driver Uninstaller (DDU). For guidance, How to Use the Display Driver Uninstaller (DDU) to Uninstall an Intel® Graphics Driver.
• Then install the graphics driver version 31.0.101.5081.

Regards,  

Andres P. 

Intel Customer Support Technician 

[Sakura329]

I already updated the graphics driver to version 31.0.101.5081. I'm happy to know that the issue has been fixed completely. Thank you for your hard work.

[Andres_Intel]

Hello Sakura329,

Thank you for letting me know the results.

Happy to hear that the issue is fixed after updating the graphics driver to version 31.0.101.5081, so we will close this thread. If you need any additional information, please submit a new question as this thread will no longer be monitored.  

Best regards, 

Andres P. 

Intel Customer Support Technician