Arc B580 | Adobe Lightroom and Lightroom Classic causing sudden blue screens

[Jinboi]

The worst part of this issue is that it happens even when I disable Graphics Acceleration. The Event Viewer doesn't show any error code related to graphics and Adobe didn't generate any dump files / logs. This problem is very easy to recreate. I just need to use either programs for a short time and it'll BSOD my system for a split second. What sucks is that even if I pay attention to the split second BSOD, the error code is empty.

[ACarmona_Intel]

Hello Jinboi,

Thank you for posting in our communities.

In order for me to provide you the appropriate recommendation, please provide the following information:

• May I know when the issue started? And was Adobe Lightroom and Lightroom Classic working fine before? If yes, have you made any prior changes to the system before the issue occurred? such as graphics updates, etc.
• What is the brand and model of your power supply? This is to check if your PSU meets the Arc graphics requirements. 
• Please generate an SSU report to help me further analyze important details on your system, such as the OS build number, graphics driver version, etc. To generate the SSU report, please refer to the article: How to Get the Intel® System Support Utility Logs on Windows. Please send me the generated SSU.txt file.

Best regards,

Carmona A.

Intel Customer Support Technician

[Jinboi]

Hi, thank you for your response.

• Prior to using my B580, I was on an AMD card and the Lightroom worked just fine. I purged the old drivers via DDU in safe mode and installed Intel Arc drivers like normal. Games run fine (albeit affected by the overhead issues which I hope Intel could solve soon) and other Adobe apps such as Photoshop, Illustrator and Premiere Pro do not seem to be affected by this problem at all. I use other Adobe apps with graphics acceleration turned on just fine.
• I use a MSI MAG A750GL 750W. 
• Sure, please refer to the attached file below.

Hoping you could help me resolve this problem. Thank you.

[ACarmona_Intel]

Hello Jinboi,

Thank you for sharing with me the information that I have requested.

I will need to further investigate the issue that we have; I will get back to you once I already have an update on our case.

Best regards,

Carmona A.

Intel Customer Support Technician

[Jinboi]

Thank you. Looking forward to your update.

[ACarmona_Intel]

Hello Jinboi,

Thank you so much for patiently waiting on my update.

In order for me to continue deeply investigating the issue in our case, I will be needing additional information from you. In regard to that, please provide the additional information below:

1. What versions of Adobe Lightroom and Lightroom Classic are you using?
2. To clarify, is the issue occurring even when using the application without disabling hardware acceleration?
3. Is there a specific event or action that triggers the BSOD while using Adobe Lightroom and Lightroom Classic?

Additionally, please update your BIOS to the latest version, then check if the issue will get resolved.

Best regards,

Carmona A.

Intel Customer Support Technician

[Jinboi]

Hello, my apologies for the extremely late response. I have been away for a couple of days without internet access.

To answer your questions:

1. Lightroom CC Version 8.1, and Lightroom Classic Version 14.1.1
2. Yes. This issue also occurs regardless if hardware acceleration is on or off.
3. The specific action that would always cause the BSOD is whenever I click the Develop tab. Sometimes I am able to do things in the Develop tab but would still BSOD after a few minutes.
4. My BIOS is updated to the latest version.

It seems like here was an Intel Arc driver update recently. I just updated my drivers but I still haven't tested Lightroom yet out of fear that I might lose important work. I'll get back to you about this.

[RandyT_Intel]

Hello Jinboi,

I wanted to follow up regarding the questions and information we shared with you recently. Have you had a chance to review them? Your feedback is invaluable in helping us determine the next best course of action. 

Please let me know if you have any thoughts or if there's anything else you need from us. 

Looking forward to your response! 

Best regards, 

Randy T. 

Intel Customer Support Technician 

[Jinboi]

Hello Randy, I apologize for the late response but please refer to the response I gave Carmona. I'll try to send an update within the day if Lightroom still doesn't cooperate. Thank you.

[RandyT_Intel]

Hello Jinboi,

Sure, I understand that you need more time to test after the updates. Please let me know your observations once you have tested the system, so I can determine the next best course of action if the issue still persists.

Best regards, 

Randy T. 

Intel Customer Support Technician 

[Jinboi]

Hi, ever since the most recent driver update the issue seems to have disappeared. Perhaps I need more time testing, but I suppose the driver has helped for now. I ran Lightroom and Lightroom Classic for around an hour each and I haven't had a BSOD so far.

Interestingly, I received a VIDEO_SCHEDULING_INTERNAL_ERROR (BSOD) while playing Monster Hunter World earlier but haven't been able to replicate the crash yet. If it happens again, I will open a new thread instead.

I suppose I'm all good for now but if it interests you, here is a new SSU report found in the attachment below.

Thank you for your prompt responses, hoping that the team can further improve Arc cards.

[RandyT_Intel]

Hello Jinboi,

Thank you for letting us know. I will proceed with closing this case, as the issue has been resolved by updating the graphics driver. If you need further assistance in the future, please feel free to contact us again or submit a new ticket. Please note that this case will no longer be monitored.

Best regards, 

Randy T. 

Intel Customer Support Technician