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Hello,
I thought that the issue with my Onix Odyssey B580 was solved with a clean installation of Windows 11, but unfortunately, the same issue has returned. Please see my previous thread for reference: https://community.intel.com/t5/Intel-ARC-Graphics/B580-unusably-slow-running-at-400-MHz-w-100-utilization/m-p/1699802
Please let me know what the next troubleshooting steps are, or if I should proceed with an RMA request to the manufacturer.
Thank you!
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Hello buggleston,
Thank you for posting in our community.
To assist you further, please upload the updated SSU log report so I can review your system configuration in detail.
I’ll coordinate this internally, as our previous recommendation did not fully resolve the issue. Also, could you confirm if the current performance issue is the same as the one mentioned in your previous thread? If so, please share a screenshot from any benchmarking tools you used, particularly showing GPU utilization.
This will help me determine if the issue is reproducible on my end before considering an RMA for the graphics card.
Regards,
Randy T.
Intel Customer Support Technician
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Hi Randy,
Thanks for your help with this. Yes, the issue appears to be the exact same as I was experiencing before.
I've attached a new SSU report, along with two screenshots from the 3DMark Steel Vengeance benchmark I just ran showing the low clock speeds and 100% utilization. Please let me know if you need anything else to proceed.
Thanks again,
Buggleston
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Hello buggleston,
Thank you for sharing this information. I will begin investigating the issue and attempt to replicate it on our end. I'll post an update here or notify you directly once there are any developments. If I need further details, I'll reach out to you here. I appreciate your patience as I work on this matter.
Regards,
Randy T.
Intel Customer Support Technician
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Hello buggleston,
I'm currently investigating the issue and kindly ask for a bit more time. I will provide an update with the results as soon as possible. Thank you for your patience.
Regards,
Randy T.
Intel Customer Support Technician
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Hello buggleston,
I recommend installing the latest graphics driver:
Version: 32.0.101.6972 (Latest)
Download Source: Intel Graphics Driver Download
Before installing the new driver, please do not forget to perform a clean driver uninstall using Display Driver Uninstaller (DDU). This ensures that any remnants of previous drivers are completely removed, allowing for a smooth installation of the latest version.
Additionally, we kindly ask if you could test your GPU on another system. This will help us determine if the issue persists across different setups, allowing us to better assist you in finding a solution.
Your feedback is invaluable to us, and we appreciate your cooperation in resolving this matter.
Regards,
Randy T.
Intel Customer Support Technician
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I will try the new driver this weekend when I have time to DDU and thoroughly test it. Unfortunately, I do not have another system to try the card with.
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Hello buggleston,
Let me know how it goes. If the issue persists, feel free to inform me so I can look into alternative solutions.
Regards,
Randy T.
Intel Customer Support Technician
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Hi Randy,
No improvement after running DDU in safe mode and doing a clean install of 32.0.101.6972.
Buggleston
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Hello buggleston,
Let me take some time to further investigate the performance issue on your system. I’ll need to verify a few details on my end to provide a proper assessment and determine the best course of action moving forward.
Regards,
Randy T.
Intel Customer Support Technician
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Hi Randy,
As I've now been without a working GPU for about 1.5 months, I have ordered a non-Intel replacement card that is scheduled to arrive in late August. I am open to continuing this troubleshooting process in the meantime, but I would also like to discuss alternative ways to resolve this. Is there a way we can communicate privately via email or DM?
Thank you,
buggleston
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I would really like to recommend you to keep this matter on this forum. We are interested in this and we also look for an resolution for this matter. Thank you.
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Hello buggleston,
I’ve sent you a private message, could you please check on your end and confirm if you received it?
Regards,
Randy T.
Intel Customer Support Technician
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Hello buggleston,
I’ve sent you a private message outlining the final disposition regarding your graphics card case. I will now be closing this thread. Please note that it will no longer be monitored.
If you experience any issues in the future regarding Intel products, feel free to submit a new ticket so we can assist you further.
Regards,
Randy T.
Intel Customer Support Technician
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For the record, here's the PM I got from Randy, which basically amounts to them giving up and telling me to RMA the card. I was hoping that Intel would be open to buying back the card from me at cost so they could actually solve this issue that's affecting multiple users, but no such luck:
Hello buggleston,Based on my review and thorough investigation, the GPU is already defective.
I recommend filing a warranty request directly with your place of purchase, as per Intel’s Three-Year Limited Warranty Terms and Conditions. These terms state that Intel® Arc Add-In Cards included in OEM systems are covered under the OEM manufacturer’s warranty and are generally not supported directly by Intel.
Product: Onix Odyssey B580
Thank you for your understanding.
Intel® Arc Graphics Cards Three-Year Limited Warranty Terms and...
What Is the Difference between IBC and AIC on an Intel® Arc™ Graphics...Best regards,Randy T.Intel Customer Support Technician
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