intel graphics software- display bug

[Bandit8623]

sharing 2 videos. 

when clicking through the display section my screens will blank out or get really dark.  if i dont click again it stays that way.  sometimes the screen is so dark it cant be seen until a reboot.

https://drive.google.com/file/d/1-xROIF4G41_GL7Q3cnqEVeC5gACjvvk4/view?usp=sharing

https://drive.google.com/file/d/15ADu2TsMw6D33JydguzaLrnlHXKZD1EK/view?usp=sharing

i have 4 total monitors

these 3 monitors are on my A770 titan sparkle all using displayport

this monitor is on my onboard uhd 630 using  hdmi

-----

intel graphics sopftware shows 2134 driver for the uhd 630 installed even though the latest is installed.

i have used ddu and removed all drivers.  and reinstalled. ssu attached

this started happening after the B-series drivers came out after arc control went away. I did NOT have these issues with Arc Control.

thanks

[DhannielM_Intel]

Hello Bandit8623,

Thank you for reaching out to the community with your concern. It seems that you're using the UHD 630 as your onboard graphics, which may not be compatible with the current graphics driver for your Arc A770 (32.0.101.6632). This could be causing a conflict and resulting in display issues on the monitor connected via the onboard graphics. To address this, please try the following steps to manually uninstall and install a driver compatible with your integrated GPU (iGPU):

Before you perform the clean installation first download the latest graphics driver from your motherboard manufacturer: Z390 AORUS PRO. Then let's perform the clean uninstallation: 

• Disconnect from the internet to make sure the driver will not be automatically updated by Windows.
• Go back to the Intel Graphics entry in the Device Manager.
• Right-click Intel Graphics and click Uninstall.
  • In the device removal dialog box, check Delete the driver software for this device and click OK.
• Restart the computer after the uninstallation is complete.
• Open the Device Manager.
• Expand the Display adapters section again.
  • If no older drivers are stored in the system, the graphics controller in Device Manager should now be listed as Microsoft Basic Display Adapter, Standard VGA Graphics Adapter or similar. If not, repeat steps 2 through 5.
• Reboot the computer when prompted.

Execute Clean installation of driver:

• Click the .exe to initiate the driver installation.
• Agree to the Intel Software License Agreement.
• Click the checkbox to Execute a clean installation.
  • A clean installation removes all old drivers and restores Intel settings to the default value
• Click Start to begin the install.
• Reboot the system if prompted.

Once you've completed the steps above, please let me know whether the issue is resolved. I look forward to hearing back from you.

Best regards,

Dhanniel M.

Intel Customer Support Technician

[Bandit8623]

this is what i have done.  i have used ddu.  and ran all clean installs.

before installation both arc and 630 show as Standard VGA Graphics

i have done this 3 times with 3 different drivers including the latest.  this doesnt happen with older drivers with arc control.

[DhannielM_Intel]

Hi Bandit8623,

I understand, but could you clarify whether you attempted to manually uninstall just the onboard graphics driver or both drivers? Additionally, have you tried installing the graphics driver specifically for your onboard graphics? If so, did the driver version for the A770 also change to match the one you installed for the onboard graphics?

Best regards,

Dhanniel M.

Intel Customer Support Technician

[Bandit8623]

yes i manually installed the 630 driver.  and yes both drivers show their own versions.    the drivers are installed correct.  the arc software just seems to pull in wrong info.  here is whats installed.

i will try installing 630 driver first and then installing arc driver so see if the arc software shows correct driver in the software.

currently below

[Bandit8623]

ok so its very specific and hopefully can be fixed in your future updates.  

first ddu drivers.  reboot. here is pic of drivers fully unistalled under display adapters is the arc A770. the 630 is the other devices. i manualy installe the 630 driver through the device manager update and selecting the ini file.  ive also tried installing via exe.  same issue.

install a770 driver

i cant select clean here otherwise it unistalls the 630 driver.    if i install the 630 driver after the a770 driver the Arc software shows the 630 driver version...

after reboot.

now in the software im still getting the dimming when clicking through the monitors...  ive had other monitors dim as well..

attaching new vid.

https://drive.google.com/file/d/1LODvUSV4mnWiBB25uAKJkD_-s5P5kXbh/view?usp=sharing

as you can see its a arc software bug. ive tried manual 630 driver first.  ive tried it after the arc install.

[DhannielM_Intel]

Hi Bandit8623,

Let me investigate this situation internally. I will provide you with an update once I have more information.

Best regards,

Dhanniel M.

Intel Customer Support Technician

[Ernesto_C_Intel1]

Hi @Bandit8623, 

I'm contacting you on behalf of my technician, @DhannielM_Intel. Allow me more time to investigate this case internally. I'll provide you an update as soon as possible. 

Regards, 

Ernesto C.

Intel Customer Support Engineer

[Bandit8623]

@Ernesto_C_Intel1 

Thanks

[Ernesto_C_Intel1]

Hi @Bandit8623, 

I'm currently working on recreating the issue you reported. I need a bit more time to resolve it. I'll update you as soon as possible.

Regards, 

Ernesto C.

Intel Customer Support Engineer

[DhannielM_Intel]

Hi Bandit8623, 

I've sent you an email; could you please check your inbox?

Best regards,

Dhanniel M.

Intel Customer Support Technician

[Bandit8623]

Hello,

I got your message.   Just a reminder with older arc control i did not have these issues.  new software i do.  so its a bit concerning that A series seems to be left behind.  i understand im using a 8th gen cpu,  but it has full rebar support.  maybe this needs to be sent to the intel uhd630 team to get a better driver there?   8th gen is still supported by windows 11 as well

[DhannielM_Intel]

Hi Bandit8623, 

I understand your point. As I mentioned earlier, 7th to 10th generation iGPUs use a different driver than the newer models. The latest drivers support 11th generation iGPUs and newer models, including the latest Arc GPUs, each with its own configuration and driver setup. However, I'm having trouble understanding your last email. Could you please clarify what you meant?

Best regards,

Dhanniel M.

Intel Customer Support Technician

[Bandit8623]

@DhannielM_Intel 

yes 7-10th do use differnet drivers.  but 10th gen is on supported list which is the same driver im using. so my device should be supported.  its using the same 630 gpu.

example 

i9-10900K Processor

https://www.intel.com/content/www/us/en/products/sku/199332/intel-core-i910900k-processor-20m-cache-up-to-5-30-ghz/specifications.html

[DhannielM_Intel]

Hi Bandit8623, 

To address your question from the video, yes, that's correct: three monitors are connected to the A770, while the other is connected to the onboard graphics, with the 14900K CPU in use. I understand your perspective on this matter, and I'll investigate it further internally.

Best regards,

Dhanniel M.

Intel Customer Support Technician

[Bandit8623 · Accepted solution]

6732 has fixed the issue.

[DhannielM_Intel]

Hi Bandit8623, 

Thank you for informing me about this matter. I'm pleased to hear that the latest driver update resolved the dimming issue. I will now proceed to close this inquiry, as the problem has been addressed. If you need further assistance, please feel free to submit a new question, as this thread will no longer be monitored. 

Best regards,

Dhanniel M.

Intel Customer Support Technician