topic Re: Consistent system hangs/crashes on Honkai Star Rail with B580 in Intel® Arc™ Discrete Graphics

Consistent system hangs/crashes on Honkai Star Rail with B580

laloreter — Fri, 10 Jan 2025 07:42:14 GMT

Honkai Star Rail consistently crashes my whole system, and that is the only Hoyo game that does this, with the B580 GPU.

This does not happen on my laptop with a Nvidia GPU.

DirectX 11 I think

ReBar is ON

its running and verified through the hoyoplay launcher.

Windows 11 24H2

Attached is the SSU log.

Re: Consistent system hangs/crashes on Honkai Star Rail with B580

laloreter — Fri, 10 Jan 2025 03:43:14 GMT

Repro steps:

Boot windows.
Open Microsoft edge.
Open a YouTube video and play on secondary monitor.
Open honkai Star Rail.
Log in.
Open character menu and select non default character. In my case Herta.
Select "relics".
Select "link rope" slot to switch or enhance the item there.
System hangs then completely crashes and reboots.

crash dumps are attached following steps here at the below link

https://drive.google.com/drive/folders/130uNhdr3o64NdbbSyKnYqL3aBMl8bU81?usp=sharing

These are the only dumps generated at the locations mentioned in the Help Post.

Re: Consistent system hangs/crashes on Honkai Star Rail with B580

ACarmona_Intel — Tue, 14 Jan 2025 08:10:33 GMT

Hello laloreter.

Thank you for posting in our communities.

May I know if after the Honkai Star Rail crashes, it displays any error messages? And also, may I know the complete model of your processor? As it does not show up in SSU logs. I will need it to double-check if your system specifications meet the requirements of the game.

After I have the information that I have requested I'm planning to reproduce the issue on our lab, since you have already shared the step-by-step process on how to reproduce it.

Best regards,

Carmona A.

Intel Customer Support Technician

Re: Consistent system hangs/crashes on Honkai Star Rail with B580

laloreter — Tue, 14 Jan 2025 08:49:32 GMT

Hello,

When the crash occurs I don't get any error messages. The entire system hangs and becomes unresponsive, then reboots entirely. Not even the usual Blue Screen.

Processor is AMD Ryzen 7 7700 8-core.

1200 watt power supply as well.

As I said I can run the developer's more recent game, on their internal version of the Unity engine, Zenless Zone Zero just fine. I can also run their prior two games Genshin Impact and Honkai Impact 3rd fine. All are in the same launcher.

Re: Consistent system hangs/crashes on Honkai Star Rail with B580

laloreter — Wed, 15 Jan 2025 02:49:18 GMT

Confirming the aforementioned steps to reproduce the issue still work as of the version 3.0 game update today.

Re:Consistent system hangs/crashes on Honkai Star Rail with B580

ACarmona_Intel — Fri, 17 Jan 2025 03:07:29 GMT

Hello laloreter,

Thank you so much for the responses.

Please try to perform a clean installation of your graphics drivers using DDU, then download our new release driver: 32.0.101.6458/32.0.101.6257. Then please check if the crashing issue will still occur.

If yes, please let me know so we can take our next step.

Best regards,

Carmona A.

Intel Customer Support Technician

Re: Re:Consistent system hangs/crashes on Honkai Star Rail with B580

laloreter — Fri, 17 Jan 2025 20:48:49 GMT

Hello Carmona,

I did a clean driver install of the release you mentioned, and the Windows OS still crashes and reboots when I perform the reproduction steps outlined, 100% of the time.

Still no traditional Blue Screen or error message.

I am attaching an updated SSU log for reference.

Re: Consistent system hangs/crashes on Honkai Star Rail with B580

gueruma — Sun, 19 Jan 2025 13:46:20 GMT

Hello,

I'd like to report the exact same issue. Whenever I attempt to access the relic menu from a character, the game crashes (the screen freezes, the sound "stutters" indefinitely, and I am unable to perform any actions). This requires me to manually restart my computer. The issue also occurs sometimes when I use the ultimate ability of certain characters. The game works perfectly fine as long as I don't make these specifics actions.
I can confirm that I don't experience this problem with the other two games from the same development company (one being older and the other more recent, namely "Genshin Impact" and "Zenless Zone Zero"). I haven't encountered similar issues with any other games so far.
I installed the latest driver for the B580 and reset it to default settings. I decided to run the game at lower settings, but I still encountered the exact same issue. I don’t have this issue with an old system i5-7600k GTX 1060.
current system being: R5 7500F, ReBar on, XMP off, running on a 1440p monitor.

Regards,

Re:Consistent system hangs/crashes on Honkai Star Rail with B580

ACarmona_Intel — Mon, 20 Jan 2025 04:30:06 GMT

Hello laloreter,

Thank you so much for the quick response and for your cooperation.

I will need more time to further investigate our case; I will get back to you once I already have an update or recommendation on our case.

Best regards,

Carmona A.

Intel Customer Support Technician

Re: Consistent system hangs/crashes on Honkai Star Rail with B580

jedionetwo3 — Thu, 23 Jan 2025 05:44:21 GMT

I'm also having this exact same issue. With similar symptoms and only affecting Honkai Star Rail.

Re: Consistent system hangs/crashes on Honkai Star Rail with B580

Rown — Fri, 24 Jan 2025 02:30:38 GMT

Hello, is there any news on the issue, i am experiencing the same freezing problem since I got the B580 arc graphics card.

I have a ryzen 5 9600X and a 850w power supply.

The freeze occurs sometimes on the relics menu of any character or randomly during a battle.

Re:Consistent system hangs/crashes on Honkai Star Rail with B580

ACarmona_Intel — Fri, 24 Jan 2025 05:38:03 GMT

Hello laloreter,

This is only a quick update with regard to our case.

I'm still investigating it; kindly allow me more time.

I will get back to you again once it's done.

And by the way, thank you so much for performing the clean installation and for even sharing with me your new SSU logs. It's really appreciated.

Best regards,

Carmona A.

Intel Customer Support Technician

Re: Consistent system hangs/crashes on Honkai Star Rail with B580

ACarmona_Intel — Fri, 24 Jan 2025 05:48:01 GMT

Hello @gueruma, @jedionetwo3

Thank you for posting in our communities.

Please file a new case so that we can properly support you.

Intel Support: https://www.intel.com/content/www/us/en/support.html

Or you can just monitor the case that I have with laloreter.

Thank you.

Best regards,

Carmona A.

Intel Customer Support Technician

Re: Consistent system hangs/crashes on Honkai Star Rail with B580

chronion — Sun, 26 Jan 2025 11:21:34 GMT

Hi, im also having the same issue, happens most commonly when there's alot of actions on the screen at once, during an ultimate sequence, or using a character skill. even happened once when breaking open a destructable item in the open world.

I even switched to an old GPU from my old PC to see if it crashes but it's running just fine even on the highest settings it can allow.

Re: Consistent system hangs/crashes on Honkai Star Rail with B580

Xardi — Mon, 27 Jan 2025 08:14:49 GMT

I am also having the same problem.

Re:Consistent system hangs/crashes on Honkai Star Rail with B580

ACarmona_Intel — Thu, 30 Jan 2025 02:06:24 GMT

Hello @chronion, @Xardi, @Rown,

Thank you for posting in our communities.

Please file a new case so that we can properly support you.

Intel Support: https://www.intel.com/content/www/us/en/support.html

Or you can just monitor the case that I have with laloreter.

Thank you.

Best regards,

Carmona A.

Intel Customer Support Technician

Re:Consistent system hangs/crashes on Honkai Star Rail with B580

ACarmona_Intel — Thu, 30 Jan 2025 02:41:21 GMT

Hello laloreter,

Thank you so much for patiently waiting on my update and for your understanding.

For our next step, kindly provide the following logs:

1. Please provide an application event viewer log from your system. Below are the steps to generate the logs.

Right-click on the Start button.
Click on Event Viewer
Click on the chevron of the Windows Logs.
Right-click on the application and select Save All Events As
Save the file and send us a copy.
Make sure to indicate the timestamp of the crash.

2. Please provide a system event viewer log from your system. Below are the steps to generate the logs.

Right-click on the Start button.
Click on Event Viewer
Click on the chevron of the Windows Logs.
Right-click on the system and select Save All Events As
Save the file and send us a copy.
Make sure to indicate the timestamp of the crash.

I will need to collect the logs to further investigate the crashes on both a system and application level.

Best regards,

Carmona A.

Intel Customer Support Technician

Re: Consistent system hangs/crashes on Honkai Star Rail with B580

Zy98 — Fri, 31 Jan 2025 16:00:48 GMT

Hi @ACarmona_Intel ,

I am facing a similar issue as well, and only with Honkai Star Rail as well. I would like to piggyback on this feed and provide information to debug this issue. I am facing the crash when going through a certain cutscene in the game, and I am currently holding on to cutscene as a point of reference for debugging this issue personally.

First I would like to elaborate the symptoms, as there are 2 observable symptoms so far.

Freeze Symptom 1 (timestamp 11:13PM, manually force crash to occur):

Game and System suddenly freezes
Screen hangs there for ~1min, before rebooting

Freeze Symptom 2 (timestamp 11:33PM, manually force crash to occur):

Game and System suddenly freezes
Screen hangs there for ~10s, before rebooting.

I have tried to lower the graphical settings to see if the issue is reproducible at default low settings (snippet below), and so far I am able to go through the cutscene 3/3 times.

I tried increasing the settings to high after that, in which the crash occurs 5s into the cutscene.

System specifications:

CPU - Ryzen R5 7500F
PSU - HuntKey WD750K 750W
Mobo - MSI B650M Gaming Plus WiFi

I have yet to collect the dump logs, but I can provide the application and system event viewer logs I have collected, with timestamps.

Please let me know if the logs I provided are sufficient and if any help is needed. I would like to continue my exploration of the new map ASAP

Thanks.

Re: Consistent system hangs/crashes on Honkai Star Rail with B580

Rubenator — Fri, 31 Jan 2025 21:20:52 GMT

I'd like to also report the exact same behavior as above.
Also can confirm that setting the overall Graphics settings to "Low" does indeed avoid the issue.

CPU - Ryzen 5 9600X
PSU - Thermaltake Toughpower GF3 750W
GPU - ASRock Challenger Arc B580
Mobo - ASRock B650M Pro RS WiFi

Intel Arc Driver Version: WHQL 32.0.101.6257
I also tried the latest non-WHQL as of today, and it has the same issue.

Re: Consistent system hangs/crashes on Honkai Star Rail with B580

Rubenator — Fri, 31 Jan 2025 21:26:45 GMT

Actually, here's some additional info -- even on Low graphics settings -- as soon as I connected via Steam Link while the game was idling on the Relics page of the game, the system froze again.

Are any of the rest of you using Steam Link or Streaming?