I have this problem with my PC (Core i5 13600K Intel UHD Graphics 770) | Video Corruption - Freeze

[Galindo1327]

Hello.

Almost 2 months ago I built my PC with the following specs:

- Intel Core i5 13600K (UHD Graphics 770)
- 32 GB RAM DDR5 6400 Mt/s
- No graphic card
- MoBo Z790 UD AC
- 180Hz Monitor

From the first days of use everything seemed normal until what you see in the attached images and videos happened. Every time this happens I have to force restart my computer (5 times to date).
I have talked to people and they have told me that it is a problem with the integrated graphics.

What is the maximum refresh rate that the Intel UHD Graphics 770 allows? I want to clarify that I use it with the maximum frequency rate that my monitor allows (180Hz/FPS) could this be the problem?.

Could you tell me what's going on?

Thanks. 🙏

I attach the following images and files:

[MUC]

Motherboard Gigabyte Z790 UD AC	Monitor SANSUI 24" X5 Series
1 x DisplayPort 1.2 HBR2 (21.6 Gbps) 1 x HDMI 2.0 TMDS (18 Gbps)	2 x HDMI 1 x DisplayPort 1920 x 1080 @ 180 Hz (8 bpc) = 13.18 Gbps

There is no bandwidth issue here in my opinion. It looks more like the video transmission is being interrupted by an external source of interference. Is the cable currently running along a power strip with a smartphone charger or something similar?

The best thing you can do is connect with a high-quality DisplayPort cable, for example:

Club 3D VESA Certified DisplayPort cable

[Galindo1327]

Ok, are you telling me that it could be a problem with my power strip and not with my integrated graph? I am using one, but in my case it is impossible to stop using it. Could you explain to me why it would be a problem with the power strip and not with the integrated graphics?

Thanks.

[MUC]

If everything works fine most of the time, I think it's unlikely that the graphics hardware is fundamentally defective.

I don't think the power strip itself is causing the problem. But perhaps the way the DisplayPort cable is routed plays a role. And also the cable itself. Please watch this video to get an idea of ​​the role that electromagnetic interference can play in transmitting high-density video signals: https://www.youtube.com/watch?v=aKV0FiuVJ0E&t=285s

The video is about DisplayPort 2.1 UHBR20, but the basic statements always apply. So cable optimization could help.

[Galindo1327]

Ok, thank you very much for your contribution, I will try to buy a display port cable as you mentioned because at this moment I am using an HDMI.
At the moment I am using an HDMI that I had before buying the monitor, would you suggest I change it for a newer one until I buy a Display Port?

[MUC]

I would advise you to use a monitor with the DisplayPort protocol, as this offers the greatest compatibility at 180 Hz. With HDMI you may be limited to 120 Hz. There have been reports recently that the latest graphics drivers only support the resolutions defined in the Consumer Technology Association (CTA) catalog for HDMI. And the maximum there is 120 Hz for 1080p. In addition, with your device combination, the AdaptiveSync function (variable refresh rate) is only available via DisplayPort. Try to get a high-quality DisplayPort cable (possibly even with VESA certification).

When connecting with HDMI, you must ensure that the cable can handle the bandwidth. There are the following official cable designations:

"High Speed HDMI Cable"	This corresponds to HDMI 1.4 with 9 Gbps. This is not enough for 1080p @ 180 Hz.
"Premium High Speed HDMI Cable"	HDMI 2.0 with 18 Gbps
"Ultra High Speed HDMI Cable"	HDMI 2.1 with 48 Gbps

[Galindo1327]

Thank you very much, for the moment I will use a frequency rate of 120Hz or less until I buy what you recommend. If something happens I'll let you know.

[Galindo1327]

Hello, today a few minutes ago it happened to me again, this time the PC turned off.
Although I highlight the fact that I connected another device to my power strip today, but it only lasted a few minutes connected...
Even so, I followed the instructions you gave me and they were within my reach.
Are you sure it's 100% for the reason you gave me? There can't be another reason?
I don't know what to do anymore and it makes me a little angry that this happens to me.

[DhannielM_Intel]

Hi Galindo1327,

Thank you for posting in the community, let me help you resolve this issue. I see that you already have some exchange with @MUC. To further dig down this can you answer the following question for me:

1. Can you share the exact model of your monitor? or it is the SANSUI 24" X5 Series?
2. What driver version you are currently using?
3. What is version of your HDMI cable?
4. Have you tried using a different monitor or TV for testing?
5. Does this only occur on when you change your refresh rate to 180Hz?

Best regards,

Dhanniel M.

Intel Customer Support Technician

[Galindo1327]

Hi Dhanniel, let me answer your questions:

1. To be exact, the model of the monitor is SANSUI ES-G24F4.
2. I have the 32.0.1016078 Driver Version (according to Intel Arc Control).
3. I have a HDMI 2.0 (according to the monitor description).
4. Nope, I don't have another monitor.
5. Nope, even I had 120hz when it happened.

I attach a video of what happened yesterday.

Thank You.

[DhannielM_Intel]

Hi Galindo1327,

I have some follow up questions here, please answer the following:

• Just to confirm here you are using the HDMI cable that come with your monitor?
• Have you try using a displayport cable for testing? or have you tried using a different HDMI cable?
• Does it also happen upon boot up? Can you go to the bios and see if the issue will persist?

Best regards,

Dhanniel M.

Intel Customer Support Technician

[Galindo1327]

Hi Dhaniel, yes sure.

1. I haven't been using it for a few days, like a week, even if I use another HDMI 2.0 cable the problem is still there.
2. Yes, in fact, as I mentioned in the previous answer, I am using another HDMI cable. I haven't tried a DP cable yet because I don't have availability for one at the moment.
3. It has never happened to me when starting the PC, nor has the BIOS indicated an error. It would also be very difficult to see if it occurs by looking at the BIOS, since the problem occurs spontaneously, that is, at any time. In fact, it hasn't happened to me since I responded to your message.

[DhannielM_Intel]

Hi Galindo1327,

I see, thank you for sharing this to me. This time can we roll back to a driver version that is available on your motherboard manufacturer website? First download the driver from this website: https://www.gigabyte.com/Motherboard/Z790-UD-AC-rev-1x/support#support-dl-driver-vga.

Then try following this guide for Clean Installation of Intel® Graphics Drivers in Windows please make sure that your internet is not available when you are uninstalling the graphics driver so it will not automatically install back.

Best regards,

Dhanniel M.

Intel Customer Support Technician

[Galindo1327]

Hello Dhaniel, before downloading anything, I'll let you know that this error happened to me again today (just a few minutes ago), this time my PC restarted by itself and the image in the attached image appeared.

Thanks.

 

[DhannielM_Intel]

Hi Galindo1327,

I have some few questions, and I may oversight some information above.

1. Can you tell me the current bios version you have on your motherboard?
2. Can you confirm if you are currently enabling the Intel Default Setting?
3. Did you try overclocking your processor, might be on the bios or in application? If you did in an application can you tell me the name of it? Please note that if the system was overclocked, including voltage/frequency beyond the processor supported specifications, your processor voids warranty.

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. How to get the Intel® System Support Utility Logs on Windows

[Galindo1327]

Hi Dhaniel, I'll answer you.

1. My current version is F11d.
2. Sorry, I don't know about that.
3. Nope, I don't overclock my processor.

Shall I send you the file right here? (The SSU .txt)

Thanks.

[DhannielM_Intel]

Hi Galindo1327,

Yes, please attach and send the SSU here in the thread. Also, can you try performing the Intel Processor Diagnostic Tool (IPDT)? If possible, could you take a video while running it for me? After that, try updating your BIOS to version F11, and then load your BIOS settings to defaults. After that run another IPDT take a video and send it to the thread.

Best regards,

Dhanniel M.

Intel Customer Support Technician

[DhannielM_Intel]

Hi Galindo1327,

Please let me know if you have had the chance to review the information I provided in my previous reply. Additionally, if you need any clarification on the matter, please feel free to ask.

Best regards,

Dhanniel M.

Intel Customer Support Technician

[Galindo1327]

Hello Dhanniel, my bad not to have answer you. I have been quite busy these days and the good part is that the error has not happened again (for now) since I mentioned November 20 to you. I'm starting to suspect that maybe it's the speed of my RAM that's causing this because I remember the last time I had it at 6400MT/s, that time the BIOS warning told me that it would be better to reset the settings, so I wanted to try and I accepted. Now the RAM it's at 4800MT/s. So I have a couple of questions for you.

1. How much RAM speed (DDR5) can the Intel Core i5 13600K processor support?
2. I remember that on a couple of occasions in the task manager the RAM told me that it was going at 6400MT/s but when I looked in the BIOS it sometimes showed 4800MT/s, could this have caused the errors?

I attach the SSU file with the F11d version of my BIOS (Current Version). There are some parts in Spanish because it is my native language (I'm Colombian), I hope there is no problem.

Thank you for reminding me about this, I was really busy.

[DhannielM_Intel]

Hi Galindo1327,

For the RAM speed that your processor can handle is at upto 5600 MT/s but this is based on the specification of 13600K, you can refer to this link https://www.intel.com/content/www/us/en/products/sku/230493/intel-core-i513600k-processor-24m-cache-up-to-5-10-ghz/specifications.html

The speed mentioned is the maximum that the processor provide, however, the rest will be handle by your motherboard. Additionally, there might be an error. I recommend contacting your motherboard manufacturer to confirm these details with them.

Best regards,

Dhanniel M.

Intel Customer Support Technician

[Galindo1327]

Hello Dhanniel.

My motherboard suports +7000 MT/s as I understand it.
According to what the information you gave me regarding the processor tells me, it supports up to 5600 MT/s, right? I don't quite understand the part about the motherboard doing the rest, do you think that because I have my RAM with 6400 MT/s this generates the error on the screen?
The last time that error happened to me was when I sent you the photo on November 20th. Coincidentally, since that day I have my RAM with 4800 MT/s. It's almost a month.

Regarding the SSU information, what did you notice?

Thanks.