Update on ArcControlPanel bug

[サミュエルバサザール]

https://community.intel.com/t5/Intel-ARC-Graphics/Arc-Control-Panel-installed-with-new-driver-cannot-be-opened/m-p/1608891/thread-id/15008?attachment-id=105890

Regarding the question I asked last time, I was able to open the ArcControlPanel without any problems immediately after installing the latest driver and rebooting the computer, but after a while, I can no longer open the ArcControlPanel again.

For more details please see the previous post at the link

Please investigate the cause etc.

This issue occurs with all versions from version 5333 onwards, including the latest gfx_win_101.6127_101.6044.exe.

[サミュエルバサザール]

Addendum: I tested it again and was able to open the control panel without any problems with gfx_win_101.6078.

I wonder if there is some reason why the size of the exe file is about 0.9GB, which is smaller than the most recent one, which is nearly 1.5GB.

[サミュエルバサザール]

Additional note: I wrote that it worked fine with gfx_win_101.6078, but after a while ARCControl will no longer open.
As a workaround, you can end the task from the task manager and reopen it, and it will start, but as shown in the attached photo, the fan control will disappear.
This workaround also works with newer versions, but the same symptom of the fan control disappearing occurs.
I need this fan control, so I want to use ARCControl, so I'm in trouble.

[Mike_Intel]

Hello サミュエルバサザール,

Thank you for posting in Intel community Forum.

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

1. Just to clarify, you can now open the Control Panel?
2. What is the main issue now with the Fan Control, kindly further explain?
3. What are the troubleshooting steps that you tried so far?
4. What is the model of your Graphics controller? If you are using Arc, are you using an Intel bran Arc?

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

Best regards,

Michael L.

Intel Customer Support Technician

[サミュエルバサザール]

1.If you mean the control panel ARCControlpanel, then you are correct that sometimes it can be opened and sometimes it can't. This is the same issue that was causing problems with the link in the first post.

If you end the task from the Task Manager and then start IntelARCControl again, it may start, but this is not guaranteed. This is not a problem with this version, but rather a problem that has been occurring since the version mentioned in the link in the first post, and did not occur in previous versions prior to 5333.

2.Even if you open ARCControl as mentioned in 1, the item for controlling the fan disappears as shown in the previous screenshot. Therefore, the problem is that you cannot set the fan control.

3.I think I received a lot of explanations from you last time and have mostly done the troubleshooting you suggested. Please check the link in the first post.

4.Sparkle IntelARC A750

[Mike_Intel]

Hello サミュエルバサザール,

Thank you for the update.

All the troubleshooting from the previous thread are noted and thank you also for explaining the issue with the fan control.

I found this link that provide more details about the fan control, please try the steps and kindly tell us if there is an improvement.

https://www.intel.com/content/www/us/en/support/articles/000097125/graphics.html

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

Best regards,

Michael L.

Intel Customer Support Technician

[サミュエルバサザール]

This probably just indicates that a feature has been added to the driver.

The root problem is that ARCControl won't open, so I'd like you to consider a solution to that.

[Mike_Intel]

Hello サミュエルバサザール,

Thank you for the update.

I understand. Kindly help generate the SSU logs of your system so that I can further check this issue. Please check the link on how to generate the latest SSU of your system.

https://www.intel.com/content/www/us/en/support/articles/000057926/memory-and-storage.html

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

Best regards,

Michael L.

Intel Customer Support Technician

[サミュエルバサザール]

The configuration is exactly the same as when I attached it in my previous question, but is it necessary?

[Mike_Intel]

Hello サミュエルバサザール,

Thank you for the update.

Yes, I need the SSU logs as the basis of investigation and further checking if I need to inform our Engineers to review the issue.

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

Best regards,

Michael L.

Intel Customer Support Technician

[サミュエルバサザール]

Ok, I sent the SSU log via private message.

[Mike_Intel]

Hello サミュエルバサザール,

Thank you for the update.

I got the SSU that you sent. While reviewing this, can you also share a screenshot or video of the issue nd can you also change the language in English for me to better understand it while trying this in our Lab.

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

Best regards,

Michael L.

Intel Customer Support Technician

[サミュエルバサザール]

I'm not sure which part of the screenshot is required, so I'll write a step-by-step guide that includes screenshots, so please use this as a reference.

In most cases, clicking ARCControlPanel when it is not running will not start it, as shown in screenshot 1.

If you delete the related process in the Task Manager and try several times, it may start in rare cases.

However, even if it does start, the fan control settings are often lost, as shown in screenshot 2, as mentioned above.

[サミュエルバサザール]

This may be misleading, so I will add a note.

There is no response to step 1 even if you perform it while ARCControl is running.

Since there is no response, I am trying to end the related process from the control panel and start it again.

[Mike_Intel]

Hello サミュエルバサザール,

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 サミュエルバサザール,

I hope this message finds you well.

For me to further document this issue, kindly try the following steps and provide a feedback:

1) If issue persists - Please go to "c:\Program Files\Intel\Intel Arc Control" and click on ArcControl.exe to check if it will open.

2) If issue persists - Try to open Task Manager - under "Processes", locate "Intel(R) Arc(TM) Control" and end-task it. Now do step 2 again.

3) If issue still happens - You need to open Task Manager again, and under "Startup" tab, disable all non-Microsoft and non-Intel startup items (make sure that ArcControl.exe is enabled). Reboot the system and check if Arc Control will launch.

4) If all else fails, please get the latest Arc Control logs here - "C:\Users\<your_username_here>\AppData|Local\Intel\IGN\logs"

Let me also share this link on How to Get Log Files for Intel® Arc™ Control Logs

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

Best regards,

Michael L.

Intel Customer Support Technician

[サミュエルバサザール]

1. It won't open
2. It's already been done
3. It doesn't solve the problem
4. I don't know which logs I need so I'll send them all via DM

[Mike_Intel]

Hello サミュエルバサザール,

Thank you for the update and trying our recommendations

Sine the initial recommendations did not work, let me check the logs and update you on this thread once it is available.

Thank you very much for your patience and understanding!

Best regards,

Michael L.

Intel Customer Support Technician

[Mike_Intel]

Hello サミュエルバサザール,

I hope you are having a good day.

This is my findings upon investigation of the issue:

The logs indicate a 2nd instance of the app is already running when trying to launch Arc Control, which in turn may be occurring because a 3rd party app is preventing Arc Control from running or even the OS itself.

I have tested latest driver 101.6299 + Arc Control build 1.80.5684.2 on Window 10 Home (19042) on an AsRock Z790 Pro RS Wifi motherboard and didn't encounter any issue launching Arc Control.

I can recommend at this point to test with a clean OS installation or you may contact us via chat so we can do a remote session so that we can take screenshots of all the apps installed (settings -] Apps) so we can try to reproduce the issue again.

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

Best regards,

Michael L.

Intel Customer Support Technician

[サミュエルバサザール]

Thank you for your detailed investigation. Could the same thing be the cause of the ARC Control Panel not working properly and freezing after starting a game even when the device is booting normally?

[Mike_Intel]

Hello サミュエルバサザール,

Thank you for the update.

That is also possible, however since during my simulation in the lab have no issues. I need to gather more details like the screenshot of the apps installed that I mentioned in my previous post.

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

Best regards,

Michael L.

Intel Customer Support Technician