HighScore 4.9

[lansing9]

The phase data analysis tool HighScore 4.9, produced by Malvern Panalytical B.V. Almelo, The Netherlands, is not compatible with Intel(R) Arc(TM) A770 Graphics, and the program becomes unresponsive when clicking on any "candidate card" after phase search.

The operating system is "Windows 10 Professional Workstation Edition 22H2", and the driver version for the Arc(TM) A770 Graphics is "32.0.101.5971".

[JeanetteC_Intel]

Hello lansing9,

Thank you for posting in Intel Communities.

To get a better understanding of the issue and be able to provide an effective recommendation, please provide the missing key information here:

1) Has the application previously worked on this PC with another discrete GPU or is this a first-time installation and did not work?

2) Does the issue only happen with this specific software/application? Does it work on other applications?

3) Can you share a short video clip showing the issue?

4) Moreover, I would highly appreciate you sharing your system configuration so I can fully check and provide you with an accurate fix. This could be possible by downloading the Intel® System Support Utility for Windows* software. When the download is complete, launch SSU.exe.

• Scan: Check the box Everything.
• Click Scan.
• Review: When finished scanning, click Next.
• Click Save (.txt). *Attach the SSU log file when you reply.

I will wait for your reply.

Best regards,

JeanetteC.

Intel® Customer Support Technician

[lansing9]

Hello JeanetteC.
I apologize for the delay in responding to your email. I hope you didn't have to wait too long.
1. The program runs normally on NVIDIA GeForce 1066S, 3060 and AMD Radeon Graphics (7950X). In fact, it ran on this computer (AMD Radeon Graphics (7950X)) before, but it stopped working properly after installing A770.
2. For now, I only noticed this software issue. Everything else is working fine.
3. I recorded a video, but I'm not sure if it will be able to be sent.
4. I have attached the SSU log file.
I look forward to the bug being resolved soon.
Best regards, lansing

[JeanetteC_Intel]

Hello lansing9,

Good day!

I am waiting for an update regarding the details I requested to further check this issue. Kindly let me know about this information so I can identify the next steps that need to be taken to solve this issue.

I will wait for your reply.

Best regards,

Jeanette C.

Intel® Customer Support Technician

[JeanetteC_Intel]

Hello lansing9,

Thank you for sharing the details I requested. I just noticed that we have a newer driver for your Intel® Arc™ A770 Graphics that you can try to install.

Download the latest windows 10* (22H2) driver verson: 32.0.101.6045 and make sure to use Display Driver Uninstaller (DDU). Let me know how it goes, so I can proceed with the further checking.

I will wait for your reply.

Best regards,

Jeanette C.

Intel® Customer Support Technician

[lansing9]

Hello Jeanette C.
I was using Display Driver Uninstaller (DDU) to uninstall my Intel graphics driver, and after doing so, HighScore 4.9 was able to run normally. However, when I installed the driver you provided (32.0.101.6045), the program had the same issue and became unresponsive. I tried using DDU again and installing the latest driver (101.6048), but the issue persists.

Best regards,
lansing9

[DeancR_Intel]

Hello lansing9,

I’m sorry that the last recommendation didn’t work as expected. I suggest trying the latest version of the driver (32.0.101.6297)

Intel® Arc™ & Iris® Xe Graphics - Windows*

I suggest doing clean install and DDU as well:

Clean Installation of Intel® Graphics Drivers in Windows*

Best regards,

Dean R.

Intel Customer Support Technician

[JeanetteC_Intel]

Hello lansing9,

Were you able to check the previous post? 

Let us know if you have any questions.

Best regards,

Jeanette C.

Intel Customer Support Technician

[JeanetteC_Intel]

As I have not heard from you for the past few days, I will proceed in closing this thread. Should you need assistance in the future, please submit a new question as this thread will no longer be monitored.

Sincerely,

JeanetteC.

Intel Customer Support Technician