Graphics
Intel® graphics drivers and software, compatibility, troubleshooting, performance, and optimization
20842 Discussions

Arc a750 Displayport 1.2 4k@60hz blackscreen

D3cay
Novice
1,117 Views

Intel Arc a750 LE with driver 31.0.101.5445

Asus MG24UQ

Windows 10 22H2

no adapters or splitters or anything else

 

Just like I've seen with several other threads with a Asus 24" 4k monitor, my displayport has not worked with dp 1.2 since I updated my drivers last July of 2023. The screen stays on and backlit with no display as well as locking up all the monitor OSD buttons. I have to unplug the dp cable to get back the OSD for options. Using it to change the DP to 1.1 lets the screen work, but limited to 1440p.

When this initially happened, I was in the middle of updating drivers in July of 2023. I was using the hdmi to connect to a second display, and could see both screens working normally, but when the driver installer then went on to do the (unrequested and unsolicited) hdmi fimware update, both screens went off, but then the one on hdmi came back, and the one on DP came up black and hasn't worked since.

I initially tried to uninstall the drivers and rollback to the ones I was using from April 2023, which didn't fix anything, because I believe this problem had something to do with the firmware update which older drivers wouldn't overwrite.

This was also the time when I also began experiencing the bug of hdmi being reported as DP. With that bug being reported as fixed with newer drivers, I was hopeful this also fixed the DP 1.2 problem, but alas no.

The cable I was using had been working fine since 2017 with a GTX 1070 @4k 60hz all the way though installing the ARC a750.

I've tried a different cable (even switching ends around)

I've tried reinstalling the GTX 1070 (which worked fine still at 4k@60hz)

I've tried days long (unplugged) power cycling of the card and the monitor

I've tried factory reset of the monitor

I've tried booting up using each of the different DP ports on the card

I've tried having windows use the other display on the hdmi port as the Primary while testing the different DP ports.

 

This is an issue I still see pop up every so often around the web, almost exclusively with ASUS or 24" 4k monitors.

 

Just leaving my troubleshooting here, hoping it someday gets fixed

0 Kudos
16 Replies
RamyerM_Intel
Moderator
1,062 Views

Hello D3cay, 


Thank you for posting in the communities. We want to take a look at this for you seeing that you have tried several steps but the issue still existed. Would you be able to share with us your SSU logs so we can check for possible errors? You also mentioned about a driver installer updated your hdmi firmware, may I please know the specific name of the software? Just to make sure we did not miss the steps you have taken, have you also tried using DDU? I will be waiting for your reply. 


Ramyer M.

Intel Customer Support Technician 



0 Kudos
D3cay
Novice
1,030 Views

"You also mentioned about a driver installer updated your hdmi firmware, may I please know the specific name of the software?"

>> https://www.intel.com/content/www/us/en/download/785597/intel-arc-iris-xe-graphics-windows.html

every single driver i've used since July of 2023 has had an hdmi firmware update included with the intel driver installer

 

"have you also tried using DDU?"

>> yes

 

Also just to make sure, I even ran windows updates this morning.

 

Still encountering black screen, backlight on, OSD not functional, when DP is set on the monitor to DP 1.2

0 Kudos
RamyerM_Intel
Moderator
974 Views

Hello D3cay, 


We will be checking this information internally for now and get back to you on this thread as soon as possible. Thank you for your patience and cooperation. 


Ramyer M. 

Intel Customer Support Technician


0 Kudos
RamyerM_Intel
Moderator
880 Views

Hello D3cay, 


Thank you for patiently waiting. Upon checking and coordinating with our team. We noticed that the BIOS version of your X570 Phantom Gaming 4 has several gaps before the latest version. As such, I highly recommend updating your BIOS two versions at a time to allow your system to gradually update. You may follow this example ( 4.30 to 4.50, 4.50 to 5.50, 5.50 to L5.61). You may follow this link for the files download. 


By the way, would you be able to test another monitor in your system? This will allow us to further isolate the issue. 


We also recommend following these steps seeing that you use an AMD CPU :

  1.  disable SVM feature from BIOS settings:
  • To disable SVM feature, go to AdvancedSVM Mode, and click enable/disable AMD SVM.


If you need help navigating through the BIOS settings, we highly recommend contacting ASRock Support. 


You may check this article for reference: Black Screen, No Display Issue after Installing Intel® Arc Graphics Driver with AMD* Processor



Ramyer M. 

Intel Customer Support Technician 



0 Kudos
D3cay
Novice
850 Views

Updated to 5.61, disabled SVM.... still getting backlit black screen with frozen OSD using DP 1.2. 

DP 1.1 works, just limited to 1440p.

I do not have a second DP capable display.

RE: article: I installed drivers from march 2023 and april 2023, and DP 1.2 at 2160p at 60hz  worked without issue until july's drivers.

For extra info: I can boot with the monitor set to DP 1.2 and see the UEFI/BIOS as well as the windows boot screen, it just goes black once the display drivers are loaded

As an aside: I did notice when unplugging the DP cable from the monitor, I got the OSD on for a couple of seconds and noticed it was trying to display 6708x191 at 255hz. I don't know if thats just a disconnection glitch or it means something else, but it was new.

0 Kudos
RamyerM_Intel
Moderator
802 Views

Hello D3cay, 


I am sorry to hear about this results. For now, we will proceed in investigating this internally and get back to you as soon as possible. 


Ramyer M. 

Intel Customer Support Technician 


0 Kudos
RamyerM_Intel
Moderator
718 Views

Hello D3cay, 

 

Thank you for patiently waiting. Upon coordination with my team and examination of the Arc graphics card, it has been evident that the DisplayPort (DP) ports are version 2.0. In light of this, we would like to clarify some details to aid in the diagnostic process:


  1. Could you confirm whether the DisplayPort (DP) versions 1.1 and 1.2 are being referenced in relation to the monitor's settings? I understand there is a feature to alternate between them as per the manual.
  2. Would it be feasible to conduct a test using an alternative 4K monitor? This step could be instrumental in determining whether the display issue is isolated to the Asus MG24UQ model.


These clarifications will contribute significantly to isolating and resolving the display issue at hand.


Ramyer M. 

Intel Customer Support Technician 


0 Kudos
D3cay
Novice
670 Views

>>Could you confirm whether the DisplayPort (DP) versions 1.1 and 1.2 are being referenced in relation to the monitor's settings? I understand there is a feature to alternate between them as per the manual.

 

Using the OSD on the monitor, you can choose to set the DP port to 1.1 or 1.2.

 

>>Would it be feasible to conduct a test using an alternative 4K monitor?

Would it be feasible to send me one? /sarcasm

 

But again, the card was completely capable of sending 4k to my monitor over DP 1.2 (on the monitor) when I first received it.

Now the card is actively interfering with the monitor's OSD and screen, making the OSD unresponsive to buttons, while connected, when the monitor is set to DP 1.2 

0 Kudos
RamyerM_Intel
Moderator
559 Views

Hello D3cay, 


Thank you for your answering our questions. We regret any confusion regarding the necessity of an alternative 4K monitor. Our intention was to inquire whether you have the option to use one, as it would be the most efficient method to ascertain if the issue is consistent across different monitors. However, please understand that this step is not compulsory.


I also want to let you know that we have recently released Intel® Graphics Driver 31.0.101.5522 (WHQL Certified). Were you able to try them on your system as well? I will be waiting for your reply.


Ramyer M. 

Intel Customer Support Technician


0 Kudos
D3cay
Novice
546 Views

After a DDU restart, installing 5522 still locks up the monitor when it is set to DP 1.2

If there was a firmware update though, I wouldn't know because every version since 5382 (5444, 5445, 5448, and 5522)has had a crc error according to 7zip and the installer (installer.exe, not gfx_win_package) quits without error (both packed and unpacked), and I have had to manually unpack the files and update them using windows hardware manager, even using DDU before each one.

I also need to amend that my monitor is an Asus MG24U, not MG24UQ (which added freesync)

0 Kudos
RamyerM_Intel
Moderator
481 Views

Hello D3cay, 


Thank you for your prompt response and for correcting the monitor model. To set your expectation, I might need to coordinate this with our team. Before I do so, we want to check if the 31.0.101.5379 would still result to the same issue. If you will be able to try it on your end without the installation issue, please let us know as well.


As for the installation issue, would you be able to show a screenshot or a short video of this occurrence so we can investigate this properly? We highly appreciate your cooperation on this case. I will be waiting for your reply. 


Ramyer M. 

Intel Customer Support Technician 


0 Kudos
D3cay
Novice
459 Views

5379 does show up in 7zip with an error, but does continue on to install without error, with no change to the black screen problem, afterwards 5522 continues to fail without error message requiring manual display adapter driver update.

Since I can see the UEFI/BIOS and windows boot until drivers are loaded, the only technical thing I can think of left is that the monitor isn't technically running at 60hz, its 59.94 which HDMI recognizes but setting it to 60 works fine.  DP may be having an issue with that discrepancy, or may be trying to run over 60 ie 60.01 causing the monitor to have an "out of range" response.

0 Kudos
RamyerM_Intel
Moderator
445 Views

Hello D3cay, 


Thank you for trying it out and sharing your findings. For now, I will be coordinating this details with our engineers for proper investigation and get back to you on this thread as soon as possible. 


Ramyer M. 

Intel Customer Support Technician  


0 Kudos
D3cay
Novice
427 Views
0 Kudos
D3cay
Novice
417 Views

OMFG I figured out what was wrong with the installer.

The driver team updated the installer to using microsoft .net 8.0.3 without including it with the driver or linking to it (.net) on the download (driver) page.

After finding a "Microsoft_.NET_SDK_8.0.300_(x64)_xxxxx.log" in my temp folder, I downloaded 8.0.5 from MS, and suddenly the installer(5522) worked FINE.

EVEN had new firmware..... but still did not fix my blackscreen problem 😞

 

edit: Installer.exe(burn) is attempting to install .net 8.0.3 runtime, but it(runtime) was not included with the gfx driver package, so the log is created, but when the .net part of the installer (big blue install box) attempts to run, it fails and quits, because .net was never actually installed. /edit

0 Kudos
RamyerM_Intel
Moderator
298 Views

Hello D3cay, 


Thank you for sharing this details. I will proceed in coordinating this back with our team and get back to you as soon as possible. Thank you for your patience and cooperation.


Ramyer M. 

Intel Customer Support Technician  


0 Kudos
Reply