Answer

Answer :

Dear User,

Thank you again for your kindly mail.

(1) The 2778 value you mentioned only happens once during the test, and the audio is still working properly during the process.

(2) Since we can not duplicate the exact problem which you have in our side, so we can not modify or provide driver / BIOS regard with this issue. And because we do not have the system which you have in our side, that's why we suggest you can send your entire system to the distributor, and see if they have help you to send the system for further examination, so we can find our if the problem is caused by the driver / BIOS or the hardware you have, sorry for the inconvenience.

Regards,
GIGABYTE TECHNOLOGY

Question

From :

Sent :

2/25/2010 09:01

Question :

With all due respect , I do not appreciate Gigabyte being given half truths, & misleading & completely wrong information, Just so Gigabyte can claim they do not have the problem on their machines.

I am not saying I am being lied to, but someone in Gigabyte fails understand the results Gigabyte posted.

PLEASE READ THIS :

you say "the DPC we tetsted in our side did not reach the red area"

That claim is definitely NOT the truth , as in the first picture you posted ,
DPC LATENCY Checker SAYS : ABSOLUTE MAXIMUM : 2778 !

If you still have not noticed , the red line is at 2000 .. (!)

so what was done by the Gigabyte tester, was waiting for a slightly better score & then taking the screenshot , but you failed to notice that DPC checker did keep track of the red spikes you got, still you choose to claim you did not get it, when you screenshot picture tells the true story.

You also seem to forget that DPC latency of anything over 200 on XP is unheard of under any software video load, in fact I have never seen it topping 100,
until this card & motherboard.

Also, If you note the first picture you posted, DPC latency specifically says checker says:
"Some device drivers on this machine behave bad and will probably cause drop-outs in real-time audio and/or video streams. To isolate the misbehaving driver use ..."

How can a professional that did these tests claim the opposite of his own screenshots is beyond me ....

YOU SAY
"and we also did not have the cracking sound which you mentioned while we testing the system, so there's no problem with the test environment in our side."

Your Sceenshots clearly show you did not follow my specific guidelines for testing.
By the pictures YOU posted, the test you used was with media player in OVERLAY MIXER video mode, that has lower but still bad DPC.

If you note the first picture you posted, DPC latency checker says:


you should set your media player to use VMR9,
Like so.

Also make sure you play something like a XVid Video with AC3 5.1 track,
so you can be sure of two things:

1. You are using software video playback
2. you use more demanding 5.1 audio that may help to expose the audio clicks quicker as it has a higher channel count etc.

Answer

Answer :

Dear User,

Thank you again for your kindly mail. For your information, the DPC we tetsted in our side did not reach the red area, and we also did not have the cracking sound which you mentioned while we testing the system, so there's no problem with the test environment in our side.

Also, the article you mentioned could be the post for the previous series motherboard, currently we do not have DPC issue with GA-MA790XT-UD4P.

And according to your description, if the problem does not occur with different VGA card, then there may be a problem with the GV-R575D5-1GD you have, we suggest you can send your VGA card to the distributor for further examination or replacement, sorry for the inconvenience.

Regards,
GIGABYTE TECHNOLOGY

Question

From :

Sent :

2/23/2010 08:41

Question :

The DPC pictures you posted clearly reproduce the problem & are NOT normal.
Whether YOU cannot hear a problem, is not the issue, or my concern, as this problem remains regardless, & kills the system ,period.

I have built many Gigabyte machines, & in 20 years in the industry, I have the experience to tell you this is a very nasty problem

You know, I have been researching this Gigabyte issue as well.
I was disappointed to find this is a well known problem with Gigabyte boards, although you claim you are not aware of it.

Also, I have found that a GIGABYTE OFFICIAL SUPPORT TECH SAID IN ANANDTECH:

"we do have a BIOS update to resolve this issue. Not sure if all models have been updated with latest BIOS on the GIGABYTE website yet, but if anyone needs, send me a PM with your board and email address and I'll send over to you."

PLEASE READ HERE :
http://forums.anandtech.com/showpost.php?p=25605296&postcount=3


So the "the problem you have could be a sinle case caused by the hardware problem" argument , is not what another OFFICIAL GIGABYTE TECH said.

I do not understand why you fail to provide a fix for this problem on a Pure Gigabyte Hardware System, where gigabyte provided Bios fixes for many other boards previously & are aware of the problem.

you might also want to know, I have tested the Motherboard with an NVIDIA 9600 Video CARD, it shows NO DPC PROBLEMS!.
I suspect maybe the Motherboard needs a Bios update to be compatible with the Gigabyte Radeon 5750, or the other way around, but it is up to gigabyte to know, not me.

I am a reseller, not a regular client.
I buy directly from the official distributor, so he will NOT test anything Gigabyte themselves do not know/want to fix.
He will just replace the gear with another brand & RMA it & be done with it.

If nothing will be done, I will be forced to return all the gigabyte hardware to [EDITED] Technologies, The Gigabyte distributor my company buys from, with a transcript of this entire conversation.

Answer

Answer :

Dear User,

Thank you again for your kindly mail. After checking with the test department, the audio (with any kind of ouput method) is working properly while we're testing the system, so even the DPC raise during the process, it is sill in the acceptable range.

And because we did not find any audio problem during test or red bar from the DPC utiliy, the problem you have could be a sinle case caused by the hardware problem, we suggest you can contact your system supplier / distributor, and see if they can help you to send the system for further examination, sorry for the inconvenience.

Regards,
GIGABYTE TECHNOLOGY

Question

From :

Sent :

2/19/2010 10:04

Question :

I am Looking forward to your reply, & hoping this issue can be solved asap,
I cannot build a single system with these problems

Answer

Answer :

Dear User,

Thank you again for your kindly mail. We are currently checking your case with out test department, and we will update this mail as soon as the result comes out, sorry for the inconvenience.

Regards,
GIGABYTE TECHNOLOGY

Question

From :

Sent :

2/9/2010 10:01

Question :

I truly thank you for the replies, I really do, it is very highly appreciated.
BUT - I just do not know what whoever is working in your tech department thought with what he told you, but with all due respect, maybe being a computer technician is NOT what he should do in life.

The PICTURES YOU POSTED SHOW YOU RECREATED THE PROBLEM EXATCLY!!
YOUR SYSTEM HAS THE EXACT SAME PROBLEMS!!
LOOK!
You are getting SPIKES OVER 1000 !!!
YOU SHOULD BE GETTING MAX 50 IN THE WORST CASE ON XP !!!

THE SYSTEM IN THE PICTURES YOU POSTED DOES NOT FUNCTION CORRECTLY!

IF YOU PLAY SOMETHING WITH A 5.1 SOUND FOR EXAMPLE & VMR9, You Will Hear Audio Clicks in the Sound !!!

YOU MUST CONTACT YOUR TECH DEPARTMENT , AS NOW THAT I SEE YOU HAVE THE EXACT SAME PROBLEMS ON YOUR MACHINES - NOW YOU MUST CONTACT ATI !!

I AM QUITE SURE THIS IS THIS GIGABYTE GV-R575D5-1GD Graphics card Causing This Problem, if you would test without the Video playback you would get DPC of only 15 to 30 !!!

You MUST put another technician to check this, as the reply he gave you is ABSURD.

He Recreated the problem EXACTLY, & did NOT EVEN NOTICE HE DID !

This Will happen both with
IF YOU WOULD HAVE USED ATI HDMI DEVICE FOR AUDIO, The SPIKES WOULD HAVE BEEN EVEN WORSE

Answer

Answer :

Dear User,

After testing the environment in our side, we did not find the problem as you described, please kindly refer to attached picture files for more information.

The VGA driver we use is version 9.12 published on our website, we suggest you can use this driver then try again, to download the driver, please click HERE.

And DPC lantency checker also release a guide to identify the latency source, for more information, please click HERE.

But, if the problem still occurs, we suggest you can contact your supplier or nearest distributor and see if they can help you to test your system directly to see if there's a hardware problem, sorry for the inconvenience.

Regards,
GIGABYTE TECHNOLOGY

================================================================

Dear User,

Thank you for your information. Your valuable feedback is the motivation for us to improve and serve you better. This mail has been forward to relevant department for examination and investigation, sorry for the inconvenience.

Regards,
GIGABYTE TECHNOLOGY

Attachment :

Question

From :

Sent :

1/30/2010 02:36

Question :

Excuse me .. What ?

The "utility" I am using was chosen as an example, to HELP YOU , so YOU can easily recreate the problem, as you can specify a VIDEO RENDERER in this program,
- Do you understand ?

This problem happens with windows media player, MPC, & every video application using Microsoft DX Renderers, IE, almost everything.

I have done some checking with my associates,
It turns out Gigabyte DPC problems are notoriously known to everyone But me.

Googling "Gigabyte DPC problems" showed So many reports I was shocked,
so with all due respect, please try & test for these issues, instead of sweeping this under the rug.

It is EITHER theGA-MA790XT-UD4P (rev. 1.0) motherboard,
OR the Gigabyte GV-R575D5-1GD Graphics card or Both.

I am a professional,  & I need this fixed.

If you cannot test for the above, please let me know who to talk to in Gigabyte that can, ASAP.

Answer

Answer :

Dear User,

Thank you again for your kindly mail. After checking with relevant department, the standard DPC checking procedure is to test the system in idle state, and if the DPC is normal in the idle state, then there should be no problem with the hardware / driver.

And according to the picture you attached, since the DPC is caused by the utility you are using, we suggest you can contact your program vendor for appropriate instruction to adjust the program or for the program update then try again, we also suggest you can test the system with different playback program to see if there's a specific program problem, sorry for the inconvenience.

Regards,
GIGABYTE TECHNOLOGY

Question

From :

Sent :

1/28/2010 21:35

Question :

Thank you,
Please Note that the DPC Latency happens in XP, when playing video with VMR9 etc,
NOT using DXVA.

The motherboard is GA-MA790XT-UD4P (rev. 1.0), & Graphics card is GV-R575D5-1GD.

Look HERE:
http://img691.imageshack.us/img691/626/gigabytevmr9dpc.png

Answer

Answer :

Dear User,

Thank you again for your kindly mail. We are currently testing the environment again in our side, and we will update this mail as soon as the result comes out, sorry for the inconvenience.

Regards,
GIGABYTE TECHNOLOGY

Question

From :

Sent :

1/27/2010 05:58

Question :

For some reason, unlike my previous Gigabyte motherboards,
The GA-MA790XT-UD4P(rev. 1.0) F7 bios does not have an IRQ settings, or PCI latency settings, which prevents me from trying different setting to solve these problems.

I have TERRIBLE DPC latency & Audio Spikes whenever I use the Video card watching/using video using NOT DXVA.

The DPC latency causes my audio to click/glitch etc.
When testing the system, without a playing video, DPC is 16 ms.
When testing my System with playing video, DPC is 1100 ms & More.

I suspect it maybe also has something to do with my graphics card,
a Gigabyte GV-R575D5-1GD, I have updated it's bios to F3, but that caused even more DPC latency problems than before( !), So I flashed F2 back again.

The DPC latency problem only occurs on XP SP3, when laying back a video,
but not when using DXVA, only when playing back non DXVA videos.