Dual-monitor bug: Main monitor locked at 60Hz on boot (180Hz option disappears). Only happens with d

[andy2003]

Hi Intel Support and Community,

I am running into two critical issues on my Intel Arc A750 Graphics card and would appreciate some official support.

Issue 1: Main Monitor Intermittently Locked at 60Hz on Boot (180Hz Option Disappears)

When booting up my PC with a dual monitor setup, my primary 180Hz gaming monitor occasionally gets locked at 60Hz.

Symptom: This happens randomly and not every day. When it occurs, the 180Hz option completely disappears from the Windows Advanced Display Settings menu. I have to reboot the PC multiple times until the driver correctly reads the monitor and restores the 180Hz option.

Note: This never happened when using a single monitor. It only started after adding the second display.

Issue 2: NBA 2K26 Crashes on Launch with Error Code 0x887a0006

NBA 2K26 completely fails to run. Upon launching, it immediately crashes to the desktop with the following error message:

Error Message: GPU failed with error code 0x887a0006. GPU Name: Intel Arc A750 Graphics.

Troubleshooting Done: I have already used DDU (Display Driver Uninstaller) to perform a clean driver uninstallation and reinstalled the latest driver, but the issue persists. Game files have also been verified on Steam.

System Specifications:
GPU: Intel Arc A750 Graphics Driver
Version: 32.0.101.8801
OS: Windows 11 64 bit

Since I have already done a clean wipe with DDU, this seems like a driver or API compatibility issue with NBA 2K26 DX12 implementation on the Arc architecture. Any temporary registry workarounds or fix updates would be appreciated.

Thank you!

[MUC]

Please create a System Support Utility Log while both monitors are connected and attach the output file here. We can then analyze it.

[andy2003]

Hi MUC, please find the attached SSU log file. Thank you!

Intel System Support Utility.txt (545 KB)

[MUC]

Unfortunately, I can’t say anything about issue 2, but issue 1 is probably due to the way and in what order the graphics driver reads the monitor information (EDID) from both devices.

Here’s what I can see from the log file:

Acer Nitro XV272UV3

Connected via DisplayPort

2560 x 1440 @ 180 Hz

BenQ GW2791

Connected via HDMI

1920 x 1080 @ 100 Hz

The EDID data is divided into blocks. If the driver reads the third block of the Acer monitor “too late”, only 1440p @ 60 Hz will be enabled. This can be avoided by applying an EDID override, ensuring the driver always uses the same fixed data, which is then stored in the Windows Registry.

To achieve this, please do the following:

Download the two TXT files from the attachment.

Download Custom Resolution Utility (CRU).

Run CRU.exe

(1) Select the Acer 180 Hz monitor at the top:

(2) Click “Import” at the very bottom left of the CRU window.

(3) Select the file EDID_Acer_Nitro_XV272UV3_MUC01.txt and make sure to enable the “Import complete EDID” option at the bottom.

(4) Click „Open“.

Now do the same for the BenQ monitor. First, select it from the top.

Import the file EDID_BenQ_GW2791_MUC01.txt in the same way as before for this monitor.

Close CRU by clicking OK and restart your PC.

All changes made with CRU can be undone if necessary by running “reset-all.exe” from the CRU download package and restarting the system. You can find more information about this tool on the linked page.

Note:

The EDID data in the appendix is ​​tied to the current connection type (Acer monitor via DisplayPort, BenQ via HDMI).

EDID_Acer_Nitro_XV272UV3_MUC01.txt (1.15 KB)

EDID_BenQ_GW2791_MUC01.txt (784 Bytes)

[andy2003]

Thank you so much! I have followed your exact steps and successfully imported the EDID overrides using CRU. Everything seems to be working fine right now. I will test it out over the next few days to make sure the issue is completely gone. Really appreciate your help!