Npu not working on my windows 11 device - ultra 7 155h

[iso-uran]

Windows 11 is installed on my computer with Ultra 7 155h processor. Although 24h2 update is installed and my device is on the latest version, the npu unit does not work. Even when we examine the task manager for a long time, it does not go above 0%. Can I get support on this issue?

[DhannielM_Intel]

Hello iso-uran,

Thank you for posting in the community. To help us provide an appropriate resolution, I need a bit more information about your issue, especially since this is a freshly installed Windows 11 system. Could you please provide the following details?

1. Is your computer a desktop or a laptop? If it's a laptop, what is the full make and model?
2. What is the current NPU driver version installed on your computer?
3. Is the NPU utilization at 0% when you are running AI workloads?
4. Have you tried training an AI model on your laptop? If so, does the NPU utilization remain at 0% during training?
5. When you take a screenshot of your Task Manager, is your computer performing any AI training or related workloads?

Best regards,

Dhanniel M.

Intel Customer Support Technician

[iso-uran]

Laptop, I am using Huawei matebok 14 ultra 7. Driver version 32.0.100.3104. Artificial intelligence is fixed at 0% in my transactions. I'm forwarding a screenshot of this during an ai process.

[DhannielM_Intel]

Hello iso-uran,

Thank you for answering the questions. To better understand your situation, could you please clarify what task you are currently working on? Are you developing an AI model or using AI to perform a specific task? If you are using AI for a task, could you tell me what the task is and how AI is being utilized?

Also, to better understand your entire system information, please use the System Support Utility (SSU). This will generate a text file that compiles all your system information. You can follow this link for instructions and send the text file here: Help Guide for the Intel® System Support Utility

Best regards,

Dhanniel M.

Intel Customer Support Technician

[iso-uran]

During the test, I was using a language model locally about my project. Before this, when I did a drawing study on copilot, I got the same results. I am also adding the ssu results you mentioned.

[DhannielM_Intel]

Hello iso-uran,

I see. Could you please confirm if you have done these steps in this public article on How To Install or Update the Intel® NPU Driver? If not, could you try following the instructions and install the latest driver version 32.0.100.3714 on your laptop? Then, please let me know if the issue persists.

Best regards,

Dhanniel M.

Intel Customer Support Technician

[iso-uran]

Hello,
Yes I uninstalled and reinstalled the driver. But the working rate is still 0%.

[DhannielM_Intel]

Hello iso-uran

Thank you for sharing this with me. I will investigate this issue on my end and provide you with an update as soon as possible.

Best regards,

Dhanniel M.

Intel Customer Support Technician

[DhannielM_Intel]

Hello iso-uran,

I have a few clarifications while I continue investigating this issue. Have you checked if the NPU is enabled in your BIOS? If not, could you please check and let me know?

Best regards,

Dhanniel M.

Intel Customer Support Technician

[iso-uran]

Yes, I checked before. NPU is enabled in the BIOS menu.

[DhannielM_Intel]

Hello iso-uran,

Thank you for bringing this issue to my attention. I will continue to investigate and work towards finding an appropriate resolution.

Best regards,

Dhanniel M.

Intel Customer Support Technician

[DhannielM_Intel]

Hello iso-uran,

Thank you for your patience. While I continue to search for an appropriate resolution, I would like to better understand how to reproduce the issue you are experiencing. Could you please provide the specific steps to replicate this issue while running AI?

Best regards,

Dhanniel M.

Intel Customer Support Technician

[iso-uran]

The problem occurs without applying any steps. I am not doing anything related to this issue. The system does not use the NPU unit at all in ai content operations.

[PC1997]

Hello iso-uran,

You are not doing anything wrong. Most AI workloads are programmed to utilize the GPU, rather than the NPU. The reason is simple... GPUs offer far more TOPS (trillions of operations per second) compared to your Intel Core Ultra 7 155H's 11 TOPS. So unless applications are updated to take advantage of a neural processing unit, it will sit there idle, doing basically nothing.

You might want to check your application(s) settings to see if there is any options to enable it, as it looks like from your screenshots the GPU is being utilized... although because you haven't specified, there could be other workloads in the background utilizing the gpu as well.

However, you can run Geekbench AI to test the NPU to see if it's working:

"Geekbench AI is a cross-platform AI benchmark that uses real-world machine learning tasks to evaluate AI workload performance. Geekbench AI measures your CPU, GPU, and NPU to determine whether your device is ready for today's and tomorrow's cutting-edge machine learning applications."

- I'm not affiliated with Intel

[iso-uran]

When I tested with Geekbench and the parameters in the image, the results are as follows. The NPU unit is not visible in the backend section. I did the test via directML. 

[PC1997]

Using Geekbench AI, you have to select the AI device: NPU. You're currently running on the GPU with the screenshot provided.

AI Framework: ONNX

AI Backend: DirectML

AI Device: Intel(R) Arc(TM) Graphics ---> change this to NPU

[DhannielM_Intel]

Hello iso-uran,

I understand. Could you please share the AI steps you are using so that I can replicate them on my end? This will allow me to accurately verify if using the latest NPU driver results in zero utilization. If possible, could you also record a video of the process?

Best regards,

Dhanniel M.

Intel Customer Support Technician

[iso-uran]

The first state of the task manager is like this.

Then there is an image while the ai model is running via lmStdio. There are also model settings when using lmStudio.

In the last part, I am sharing the screenshot of a 3D visual drawing task being processed on copilot.

[DhannielM_Intel]

Hi iso-uran,

Have you implemented @PC1997's suggestion from the previous reply? If so, could you update us on whether the utilization has changed?

Best regards,

Dhanniel M.

Intel Customer Support Technician

[iso-uran]

No, I couldn't apply it. Because NPU is not listed as in the screenshot.

[iso-uran]

But now I tried the settings like this. And I listened to the NPU.

When I started the test, I observed the NPU's work in the task manager for the first time.

The results are in this link https://browser.geekbench.com/ai/v1/204532