iGFX E3C236D2I
Printed From: ASRock.com
Category: Technical Support
Forum Name: Intel Motherboards
Forum Description: Question about ASRock Intel Motherboards
URL: https://forum.asrock.com/forum_posts.asp?TID=5160
Printed Date: 27 Jul 2025 at 6:00pm
Software Version: Web Wiz Forums 12.04 - http://www.webwizforums.com
Topic: iGFX E3C236D2I
Posted By: n0ahg
Subject: iGFX E3C236D2I
Date Posted: 16 May 2017 at 11:28pm
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" rel="nofollow - I am upgrading to a Kaby Lake CPU to take advantage of 10 bit HEVC encode/decode via Quick Sync. The iGFX option is available and works in BIOS 1.00 but after I flashed BIOS 2.10, to support Kaby Lake, the iGFX option vanished. For now I have had to roll back to BIOS 1.00. Does anyone know how to enable the iGFX so I can use Quick Sync on this board with BIOS 2.10?
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Replies:
Posted By: failing005
Date Posted: 02 Aug 2017 at 10:32pm
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I have this problem also - Unfortunately mine is a new system built around Kaby Lake, so don't have the luxury of downgrading the bios. Please can someone help - I contacted Asrock support about this but never got a response. This option is in the manual - there's no mention of this being unavailible with a) Kaby Lake b) the latest bios.
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Posted By: parsec
Date Posted: 02 Aug 2017 at 10:44pm
" rel="nofollow -
When you contacted ASRock support, did you get an email response that said your support request was received? I'm asking because we are aware of problems with the the support request process, and the sender's email address. If you did not receive an email response that your request was received, you were a victim of this issue. Please let us know either way. ------------- http://valid.x86.fr/48rujh" rel="nofollow"> 
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failing005 wrote:Posted By: failing005
Date Posted: 02 Aug 2017 at 10:51pm
| I did receive confirmation yes - this was about 10 days ago. |
Posted By: failing005
Date Posted: 03 Aug 2017 at 8:14am
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So had a look at the 2.2 bios compared to 1.0 in AMIBCP - they've completely removed the iGFX string from the rom. Surely they should be advertising this as part of the changelog - between that and lack of response from support I'm not impressed; they even list my exact processor on the compatibility page. Might as well have saved myself £100 by getting the non iGPU Xeon.
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Posted By: failing005
Date Posted: 03 Aug 2017 at 11:09pm
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" rel="nofollow - Does ASRock actually provide support? Or am I being too unreasonable to expect a response regarding a product I purchased and an enterprise grade product at that? I'm not being funny but an advertised feature has been removed via firmware with no warning and no change to the product manual, that's just false advertising.
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Posted By: failing005
Date Posted: 04 Aug 2017 at 6:30pm
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" rel="nofollow - Emailed again - no response. Rung ASrock Rack Europe - told they don't deal with technical support queries and to use the web form. Told them I had several times - they hung up - wtf? Absolute joke - falsely advertised products, lack of any customer service. I have never experienced such lack of customer care with any mainboard manufacturer.
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Posted By: failing005
Date Posted: 07 Aug 2017 at 6:49pm
| " rel="nofollow - Is there any way to make a complaint? |
Posted By: failing005
Date Posted: 08 Aug 2017 at 2:49am
| " rel="nofollow - Hello? |
Posted By: failing005
Date Posted: 08 Aug 2017 at 4:51pm
| " rel="nofollow - Seriously I buy your products and you can't even dignify me with a response? |
Posted By: failing005
Date Posted: 09 Aug 2017 at 4:27pm
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" rel="nofollow - Hello? Great message your sending out right now guys - "buy our products, but we don't care about you" !
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Posted By: parsec
Date Posted: 10 Aug 2017 at 10:49am
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" rel="nofollow - I'm an ASRock forum moderator in the USA. I don't work with ASRock support directly, either the PC or Rack divisions, or have any control over what they may or may not do. I'm responding because I find your story troubling, although I likely cannot provide you with a solution for your situation. The ASRock Rack Contact Us web page specifically states technical questions cannot be answered by the Sales and Marketing contacts. I realize the only phone number available was that of the Sales and Marketing contacts. I have no idea what you requested from the Sales and Marketing contact, but their behavior was probably simply nothing more than what they were instructed to do when they are asked about something that is outside of their responsibility or ability to deal with. I did some research on the Kaby Lake Xeon processor features, but did not find any reason why Quick Sync would be no longer available for use on this platform. Or if Intel no longer allows it for some reason, for example. Is there any chance that Quick Sync is just enabled by default with the new BIOS version? What reason would there be for disabling that feature with the option that was previously available in the BIOS? I'm asking just to try to understand the situation. All I can suggest is to continue attempting to contact ASRock Rack technical support about your issue. I assume the retailer of your board is unable to provide you with technical support, or have you attempted that with the retailer? I know that ASRock PC TSD reads posts in this forum, so some ASRock employees are aware of your feelings and situation. ------------- http://valid.x86.fr/48rujh" rel="nofollow">
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Posted By: failing005
Date Posted: 10 Aug 2017 at 6:02pm
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Thanks for responding - I'm aware that the telephone number was for sales / marketing, but as everything else had failed - I was hoping they could atleast put me in touch with someone able to assist, I was polite on the phone simply saying that I 'd tried everywhere else - but I was just hung up on. No QuickSync is supported on the platform: https://ark.intel.com/products/97473/Intel-Xeon-Processor-E3-1245-v6-8M-Cache-3_70-GHz" rel="nofollow - https://ark.intel.com/products/97473/Intel-Xeon-Processor-E3-1245-v6-8M-Cache-3_70-GHz The iGFX feature doesn't just enable QuickSync - it actually controls whether the graphics controller is exposed via the chipset or not. Sadly it's not enabled by default, the Kernel isn't detecting it's presence at all. The option has been deliberately removed from BIOS version 2.1 / 2.2 - I have confirmed this using the AMI AMIBCP tool. I can't downgrade because those are the only BIOS versions supporting Kaby Lake - if there is indeed a reason for removing the option, this should have been made clear on the ASRock website, so that prospective buyers know what they are in for. The reseller can't help me as it's an issue with the BIOS, to which the only resolution is an updated version. Right now I'd just settle for not being ignored and treated like a piece of sh** .
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Posted By: failing005
Date Posted: 11 Aug 2017 at 1:39am
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A large quantity of GPU related settings were removed from the 2.x bios versions, proof: http://i.imgur.com/XYtYTDN.png" rel="nofollow">
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Posted By: failing005
Date Posted: 11 Aug 2017 at 8:05pm
| Well another day another email, I'm not going to drop this until ASRock atleast does me the courtesy of responding to my email. |
Posted By: failing005
Date Posted: 14 Aug 2017 at 4:14pm
| Still nothing. |
Posted By: failing005
Date Posted: 14 Aug 2017 at 11:54pm
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Absolutely disgraceful service never have I experienced anything like it, can't say I'd be quick to recommend to anyone. Can't say I'm someone who usually requires Tech Support, in this instance I don't really have a choice as functionality has been removed at a firmware level. I spend thousands of £ on computer components each year and in the few instances where I have required support from the likes of MSI, Gigabyte and Supermicro - I have generally atleast received a response within a matter of days. Sufficed to say I won't be buying products from ASRock in the future, if this is how the company treats people. I'd be happy to change my stance if ASRock gets it's act together, but for now I hope everyone sees this!
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Posted By: failing005
Date Posted: 15 Aug 2017 at 5:19pm
| Another email to ASRock support - still no response. |
Posted By: failing005
Date Posted: 15 Aug 2017 at 10:43pm
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" rel="nofollow - Even though ASRock technical support has been online and active on these forums several times since me posting this, I still can't get one comment on this. AM I REALLY EXPECTING THAT MUCH?!!!!!
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Posted By: failing005
Date Posted: 16 Aug 2017 at 4:06pm
| Surprise surprise still nothing. |
Posted By: failing005
Date Posted: 16 Aug 2017 at 7:35pm
Posted By: failing005
Date Posted: 17 Aug 2017 at 1:53am
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OK so ASRock support got back to me this evening - provided me with a modified bios, a photo of that bios working in their lab and an explanation. Apparently they don't have any record of my previous correspondence, I have all the auto confirmations in my inbox so not sure what's going on there. Nonetheless the bios has worked and the kernel is now detecting the graphics controller as expected. I'm willing to give ASRock the benefit of the doubt on this - I retract my previous statements.
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Posted By: bits2000
Date Posted: 18 Aug 2017 at 5:08am
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I don't know...if you talked to me like that I wouldn't answer either. All your responses were on the same day. Give it a few more. Usually when your nice to people they help you more. Have a wonderful day Sir!  ------------- BiTs |
Posted By: failing005
Date Posted: 18 Aug 2017 at 6:21am
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Well no I was getting annoyed, no one had responded to me in over a month. I only started being pushy towards the end because I wanted to give the impression I wasn't going to give up. My emails to ASRock support were actually polite - nonetheless they said they didn't have records on my previous emails, they came back to me in a helpful manner and I'm willing to give them the benefit of the doubt regarding the lost correspondence.
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