Re:Arc a750 dual monitor disables during boot

StoneWolf · ‎10-02-2025

I cant figure this out and my workaround method is getting old, If anyone knows how to fix this, I would live some help.

When I boot my dual monitor computer with both monitors powered,

whichever port my second monitor is connect to gets disabled until reboot.

It makes no difference which port my second monitor is connected to.

If I power on the PC with no power to one or both monitors and wait until after post to power on the monitor both monitors work fine.

the disabled port will remain disabled until the power is cycled no matter what I try to re enable it.

this problem has always existed, I built the PC in December of 2024 and these are the only monitors I have had hooked to it other than troubleshooting with an old plasma TV

when the TV is hooked up at boot, regardless of port location or number of MSI displays, the TV and one of the MSI screens work and if a second MSI screen is hooked up and powered that port gets disabled until reboot.

I have tried updating drivers, flashing my bios, at one point I think I updated the firmware on the a750, but the only method I have found to use both monitors without moving which port they are plugged into after boot each time, is to disconnect power to the secondary monitor until after post, then plug it back in.

motherboard - GIGABYTE Z790 S WIFI DDR4

GPU - Intel Arc A750

monitors - matching pair of MSI PRO MP271A E2 27-inch IPS 1920 x 1080

JeanetteC_Intel · ‎10-02-2025

Hello StoneWolf,

Thank you for posting in Intel Communities.

I would like to know more about your system details to fully understand where the issue truly lies. Please provide the missing key information here:

1) What is the graphics driver you are using? Please provide all driver versions tested to fix this issue.

2) Are you:

Using direct cables (e.g. HDMI to HDMI etc.) or
Using a converter/adapter/hub (provide details you're using any of these)?

3) Please look for "Above 4G Decoding" or "Resizable BAR" options from the BIOS setup and confirm if it is enabled.

4) Kindly confirm if this is the exact monitor(s) you have: PRO MP271A E2 | Best 120Hz PerfectEdge Monitor for Work and Home | MSI.

5) Please share the following:

PSU make/model.
SSU log file - for us to check your system configuration.
Generate IGCC (Intel Graphics Command Center) report for EDID analysis

To generate IGCC report for EDID analysis, please follow the steps below:
If IGCC is not yet install on the Windows system, download and install the "Intel® Graphics Command Center" from the Microsoft Store.
Once installed, launch the Intel® Graphics Command Center (IGCC) software.
On the left side of the app, click on "Support" and then on top click "System Diagnostic"
To the right, click on "Generate Report" and you will be prompted to save it as a txt file.
Save the report which can be used for analysis.

I look forward to your response.

Best regards,

JeanetteC.

Intel® Customer Support Technician

StoneWolf · ‎10-05-2025

looks like my previous reply was deleted ill try again

this is an updated replay with more info than my first reply if somehow my first reply is still there and I just cant see it

1 I was using 32.0.101.7026 and all the drivers starting in late December up until now have been tried, BUT the latest driver 32.0.101.8135 has had a positive impact on the problem. now if the system is fully shut down, when its starts both monitors will work even if the both are powered, but during a restart the problem still persists with all the symptoms still the same as it was

2 direct cables, I have a display to hdmi converter on the old plasma tv, but the tv is currently unhooked, and both of the MSI monitors are using direct cables

3 both options are enabled

4 yes I have a matching pair exactly like that one

5 PSU is ATNG model AP-800x-G

Im thinking maybe my attachments are what got my last reply deleted so ill add both log files in a separate reply

StoneWolf · ‎10-05-2025

three reports, the IGCC and one SSU before and one SSU after the windows reinstall

StoneWolf · ‎10-03-2025

Sure thing, I don't have all the info, but I'll share what I have and work towards getting the rest.

1- ‎ my current driver is 32.0.101.7026, and it looks like there is a newer one out for me to try. I have intel driver support assistant installed and I have used it to keep my drivers up to date since I built the PC in Dec. 2025 I have not been persistently troubleshooting the whole last 10 months, I tried really hard to get it working until probably February, then after that if I noticed a new graphics driver had been installed I would check to see if it was fixed so its kind of a crapshoot as to which drivers released between 2/1/25 and now have been tested, but I would be confident to say its 80% of them. I cant seem to find a list of old drivers, but I know whatever was the newest one in late December and anything that was released between then and early February all got tested

2- the graphics card has 3 display ports and 1 hdmi port.

I have 1 display port to hdmi converter, 3 hdmi to hdmi cables, and 2 display port to display port cables.

the old plasma tv is hdmi only so it was tried in each of the display ports with a display port to hdmi converter and an hdmi to hdmi cable and in the hdmi slot with an hdmi to hdmi cable

the monitors support both hdmi and display port and I tried both of them in each slot with like to like cables and with the display port to hdmi converter and hdmi to hdmi cables

in every configuration regardless of port location or which of the 2 monitors I had set as primary the port the non primary MSI monitor was plugged into was dissabled.

currently I have my primary msi hooked to the hdmi with hdmi to hdmi cable the tv hooked to display port with display port to hdmi adapter and hdmi to hdmi cable and secondary msi hooked to display port with display port to display port cable and the power cable of the secondary msi plugged into a power strip I turn off every time before boot. I dont even have to wait for boot to finish, I just have to waint until it showes the press del to enter setup prompt, anytime after that I can turn the power strip on and the second monitor will work.

3- I havent seen any above 4g decoding, but resizable bar is on in bios

4- yes thats the one, I have 2 exactly like that

5- PSU is ATNG model AP-800x-G

it looks like somewhere along the way I broke microsoft store and windows update. (it kept restarting when left to run tasks overnight so I fiddled with it until I managed to block automatic updates and restarts) at the moment I cant get intel graphics command center to instal, I'm currently copying some important files and I'll do a fresh windows install next chance I get after the files are safe

SSU Log file attached

JeanetteC_Intel · ‎10-06-2025

Hello StoneWolf,

Thank you for providing all the requested details and log files. I will now conduct a thorough investigation and will update you as soon as I have more information available.

Best regards,

JeanetteC.

Intel Customer Support Technician

KennethB_Intel · ‎10-09-2025

Hello StoneWolf,

Based on the investigation, I kindly suggest updating the graphics driver to the latest version 32.0.101.8136. Additionally, please try using the onboard display port to help determine if the issue is related to the graphics card or the monitors.

Please let me know the results after performing these steps.

Thank you and I look forward to your response.

Best regards,

Kenneth B.

Intel Customer Support Technician

StoneWolf · ‎10-10-2025

sure thing, I installed the new driver and tried it. looks like nothing has changed.

I also tried hooking a monitor up to the display port integrated into my motherboard as you suggested, but that didn't work at all.

I do have a KF series processor though so that's probably why.

also, it's worth pointing out that in one of my earlier replies I thought the symptoms had changed slightly, but this was incorrect.

just before my last reply, I had 2 successful startups from a full shutdown that resulted in both monitors working, but after the first two that made me think something had changed, it went back to disabling one and I have not been able to recreate a situation where both monitors work without one of them being unplugged at boot since then.

also I have noticed, that contrary to what I originally thought was going on, whichever display I have set to primary does not effect which screen gets disabled at boot. if you look at outputs on the end of the card, the order of priority appears to be highest (most likely to keep on) furthest away from the PCIe motherboard connector

JeanetteC_Intel · ‎10-12-2025

Hello StoneWolf,

Thank you for providing these valuable details. I've observed that your current BIOS firmware is not the most recent version available. I recommend reaching out to your motherboard manufacturer's support team for assistance in updating to the latest firmware version (F6).

Additionally, please perform a clean reinstallation of graphics driver version 32.0.101.8136 using DDU in safe mode.

Should the issue continue after these steps, please generate and submit a new SSU log file for further analysis.

Looking forward to your next update.

Best regards,

JeanetteC.

Intel Customer Support Technician

StoneWolf · ‎10-14-2025

ok, so I did everything

first I downloaded all the files, then I formatted and prepared the BIOS flash drive,

then I flashed the BIOS. I had some difficulty getting into safe mode, so a few restarts occurred after the flash.

Once I successfully got into safe mode, I used the DDU tool to wipe all the GPU info and then without doing a restart so as to stay in safe mode and not give windows the chance to try and install drivers, I installed the drivers I downloaded.

the problem still persists, SSU log attached

JeanetteC_Intel · ‎10-15-2025

Hello StoneWolf,

Thank you for completing all the troubleshooting steps, including the BIOS flash, DDU cleanup in safe mode, and driver installation. I've received your SSU log attachment.

Since the issue persists after these comprehensive steps, I will review the SSU log and investigate further options for resolution.

I'll analyze the information and get back to you with next steps.

Best regards,

JeanetteC.

Intel Customer Support Technician

JeanetteC_Intel · ‎10-17-2025

Hello StoneWolf,

This suggests that the Windows Fast Startup feature may be a contributing factor, as it prevents a complete power cycle during shutdown when enabled (which is the default setting). However, rebooting the system still initiates a full power cycle, unaffected by this feature.

Kindly check if the issue still appears if fast startup is disabled?

Open Control Panel.
Go to: Hardware and Sound > Power Options > Choose what the power buttons do.
Click Change settings that are currently unavailable.
Uncheck Turn on fast startup.
Click Save changes.

If the option is unavailable, you need to enable Hibernate first, refer to: How to disable and re-enable hibernation on a computer that is running Windows.

I also observed many unexpected shutdown events in the system log (even after OS reinstallation). Could you kindly confirm whether these shutdowns were noticeable during operation, or if they occurred without any visible indication?

I look forward to your reply.

Best regards,

JeanetteC.

Intel Customer Support Technician

StoneWolf · ‎10-19-2025

I followed your instructions, and fast startup was already off

I have not noticed very many unexpected shutdowns, I think I may have had one or two caused by trying to use my pc during a thunderstorm, and the power flashed, but that is a rare occurrence, and I don't recall it happening since I reinstalled windows on 10/5/25.

I do have the case power button set up to shutdown my PC, and I frequently will touch the case power button to initiate a shutdown, but it goes through all the steps and seems to shut down in the same way it would if I had selected shut down from the start menu.

I do not hold the case power button to force a shutdown, just a quick click to trigger the software to do it.

StoneWolf · ‎10-19-2025

I just did a start menu shut down to check if the case power button was somehow affecting things.

I left both monitors powered during boot and it still disabled one same as always.

JeanetteC_Intel · ‎10-20-2025

Hello StoneWolf,

Thank you for following the instructions and confirming that fast startup was already disabled.

Based on your description, it sounds like your shutdown process is working correctly. Using the case power button for a quick press to initiate a proper software shutdown is normal and shouldn't cause any issues - this is different from holding the button to force a shutdown.

The occasional power interruptions during thunderstorms you mentioned are understandable, and it's good that you haven't experienced those since your Windows reinstall on 10/5.

Since the monitor issue persists even with a proper start menu shutdown (ruling out the power button as a cause), this suggests the problem is related to how the system handles monitor detection during boot rather than the shutdown method.

How about the unexpected shutdown events in the system log (even after OS reinstallation)? Can you confirm whether these shutdowns were noticeable during operation, or if they occurred without any visible indication?

I look forward to your reply.

Best regards,

JeanetteC.

Intel Customer Support Technician

StoneWolf · ‎10-20-2025

I haven't noticed any indication of unexpected shut downs during normal use, but i did think of something.

on 10/14/25 I flashed my motherboard bios, and booted into safe mode to wipe and reinstall gpu drivers,

during the bios flash the PC restarted and it was a very quick shutdown, so maybe there,

then I had issues getting into safe mode, so possible 1 or a few improper restarts there,

I'm not 100% sure but I think it was 4 or 5 restarts to get into safe mode including a few restarts once in the recovery environment.

then after that I went back into bios settings to check on the resizable bar settings and get my ram settings configured for it to run at full speed. I'm not sure if bios triggered restarts would cause the log to list unexpected shutdown, but if it does, maybe this would also help explain it.

StoneWolf · ‎10-20-2025

here is a current SSU if it helps

JeanetteC_Intel · ‎10-20-2025

Hello StoneWolf,

Thank you for providing these valuable details. I will investigate this matter and provide you with an update as soon as information becomes available.

Best regards,

JeanetteC.

Intel Customer Support Technician

JeanetteC_Intel · ‎10-22-2025

Hello StoneWolf,

Please review your email for a private message I've sent. Due to security requirements, I need to collect certain information through a secure channel. Make sure to check all email folders, including spam and junk, as the message may have been redirected there.

Best regards,

JeanetteC.

Intel Customer Support Technician