Win11 computer freezing up at night (ARC A750)

[Doug-]

Since installing my A750 several weeks ago, my system has frozen a few times.

I leave the system on 24/7.

It always freezes when the screen is blank and has occurred after running fine for 6 or 7 days.

The mouse or keyboard have no effect on waking up the system. The system will respond to a ping over the network however, I'm not able to use RDP or any other tools to connect to the system. I've also tried restarting the graphics driver using the keyboard command WIN+CRTL+SHIFT+B

I'm up to date on bios/windows 11/ and Intel ARC drivers.

System is an ASUS motherboard with an AMD 5950X processor.

Any ideas?

Thanks,

[Hugo_Intel]

Hello Doug-

Thank you for posting on the Intel® ARC™ Graphics Communities. I am sorry to hear that you are experiencing issues when trying to wake your system from sleep mode.

This is a known issue that is outlined in our release notes and we are working to get it resolved: "System may hang while waking up from sleep. May need to power cycle the system for recovery". However, we would like to check the log files from your system to make sure there is no other issue. Please, create a log file with the Intel® System Support Utility and attach it. 

Best Regards,

Hugo O.

Intel Customer Support Technician.

[Doug-]

Thanks for the reply.

I am aware of the issue with recovering from system sleep, but this computer does not go into sleep mode, it only turns off the monitor.

Please find the log file attached. Thanks.

[Hugo_Intel]

Hello Doug-

Thank you for the clarification on the issue. In this case, please let's try the following:

1.-Uninstall the driver using Display Driver Uninstaller. Once uninstalled, reinstalled the latest version 30.0.101.4146.

2.-Reset your BIOS to default settings and disable the SVM mode/feature in BIOS.

3.-If possible, please test a different monitor.

If the issue persists, please let us know the following information:

• What type of connection is being used(HDMI, DP)? Have you used different connections?
• Have you tried different cables?

Best regards,

Hugo O.

Intel Customer Support Technician.

[Doug-]

Unfortunately, disabling SVM mode isn't possible as I require the use of VMWare.

I'm currently using 2 monitors, both connected via new Display Port cables.

Thanks,

[Hugo_Intel]

Hello Doug-

Thank you for letting us know. In regards to SVM, this is only for testing purposes so we can make sure if the issue happens with the option disabled since SVM has caused similar issues to other customers.

Also, Could you please let us know if you were able to reinstall the drive using Display Driver Uninstaller? As well, Could you please try testing one monitor at a time and check if the same issue happens?

Best Regards,

Hugo O.

Intel Customer Support Technician.

[Hugo_Intel]

Hello Doug-

I hope you are doing fine. 

Were you able to check the previous post? 

Let us know if you were able to do the troubleshooting steps.

Best regards,  

Hugo O.  

Intel Customer Support Technician. 

[Hugo_Intel]

Hello Doug-

I hope you are doing fine. 

I have not heard back from you. So I will close this thread. If you need any additional information, submit a new question, as this thread will no longer be monitored. 

Best regards, 

Hugo O.  

Intel Customer Support Technician. 

[Hugo_Intel]

Hello Doug-

Before closing this case, we want to let you know that we reviewed the log file that you previously provided and we found the following errors that could explain the freezing and are mostly Disk drive or Network related:

1. The IO operation at logical block address 0x0 for Disk 7 (PDO name: \Device\00000078) failed due to a hardware error
2. The IO operation at logical block address 0x0 for Disk 7 (PDO name: \Device\00000435) failed due to a hardware error (same error multiple times).
3. The IO operation at logical block address 0x0 for Disk 7 (PDO name: \Device\0000027c) failed due to a hardware error
4. Initialization failed because the driver device could not be created. Use the string "000000000100320000000000D71000C011010000250200C003000000000000000000000000000000" to identify the interface for which initialization failed. It represents the MAC address of the failed interface or the Globally Unique Interface Identifier (GUID) if NetBT was unable to map from GUID to MAC address. If neither the MAC address nor the GUID were available, the string represents a cluster device name. 

We did not find any errors related to graphics. In case you want us to further review this, please share with us memory dumps and Windows logs from tight after the issue happens.

Best Regards,

Hugo O.

Intel Customer Support Technician.

[Hugo_Intel]

Hello Doug-

We wanted to know if you were able to check our previous post and if you have further questions, please share with us the requested information.

Best Regards,

Hugo O.

Intel Customer Support Technician.

[Hugo_Intel]

Hello Doug-

Since we have not received more replies from you, we will now close this thread. Please open a new thread if you need further assistance as this thread will no longer be monitored.

Best Regards,

Hugo O.

Intel Customer Support Technician.