topic Re: Galactic Civilization 3 Crash with Intel 6th Generation 5xx Drivers in Graphics

Galactic Civilization 3 Crash with Intel 6th Generation 5xx Drivers

ACush — Fri, 17 Jun 2016 21:37:03 GMT

I have tried to play Stardock's Galactic Civilization 3 on both my Microsoft Surface Pro 4 (i7-6650U-Intel Iris 540) and a Dell Inspiron 13 (i7-6500U-Intel 520) and the game crashes on load. Both computers have the latest OEM drivers respectively. I have talked with Stardock and they claim it is a bug with the latest Intel drivers and the only resolution is to roll back to the 12/2015 drivers. While I have verified that the game will work with the old drivers, they are very unstable with Windows 10 and not worth going back to. Does Intel know about this problem and working with Stardock to fix? Below is what I got back from Stardock:

There is an issue with their new video drivers from Intel. If you install this earlier version, it was the last to work:

https://downloadcenter.intel.com/download/25620/Intel-Graphics-Driver-for-Windows-7-8-1-10-15-40-6th-Gen- https://downloadcenter.intel.com/download/25620/Intel-Graphics-Driver-for-Windows-7-8-1-10-15-40-6th-Gen-

If the installation of those drivers are restricted, you can use this to manually install them:

https://forums.beamdog.com/discussion/12156/how-to-forcibly-update-your-intel-drive https://forums.beamdog.com/discussion/12156/how-to-forcibly-update-your-intel-drive

Please let us know if you should have any further questions/concerns.

Brad Ather

Customer Care

Thanks!

Aaron

Re: Galactic Civilization 3 Crash with Intel 6th Generation 5xx Drivers

idata — Tue, 21 Jun 2016 18:23:57 GMT

Hello, AaronCush:

Are you playing the game on Steam?

What is the error message you get on load?

I would also like to gather some information in order to address this matter, so please download the https://downloadcenter.intel.com/download/25293/Intel-System-Support-Utility Download Intel® System Support Utility, and attach it, with this report I will be able to confirm some of that information.

Regards,

Amy.

Re: Galactic Civilization 3 Crash with Intel 6th Generation 5xx Drivers

ACush — Tue, 21 Jun 2016 19:26:09 GMT

Thanks Amy! Attached is the report and the debug information I could find after it crashed. Yes I am running this through Steam, meaning I bought it on Steam. Basically the game starts with a splash screen, then shows an intro video, then goes to the main menu. The game crashes when going from the splash screen to the video. Let me know if you need any other information. This also happens on my son's new Dell (with the 520 graphics).

-Aaron

Re: Galactic Civilization 3 Crash with Intel 6th Generation 5xx Drivers

idata — Thu, 23 Jun 2016 20:57:13 GMT

Thank you for the reports.

Could you please let me know your son's computer model? If possible provide me with the same report requested for that computer model.

I have a Microsoft Surface Pro 4, so I am going to give a try and I will let you know.

Regards,

Amy.

Re: Galactic Civilization 3 Crash with Intel 6th Generation 5xx Drivers

ACush — Fri, 24 Jun 2016 16:53:31 GMT

It is a Dell Inspiron 13 with an Intel i7-6500. Attached is the output. The full model is this this one:

https://www.microsoftstore.com/store/msusa/en_US/pdp/Dell-Inspiron-13-i7359-8408SLV-Signature-Edition-2-in-1-PC/productID.333089100 Buy Dell Inspiron 13 i7359-8408SLV Signature Edition 2 in 1 PC - Microsoft Store

Re: Galactic Civilization 3 Crash with Intel 6th Generation 5xx Drivers

idata — Mon, 27 Jun 2016 15:43:30 GMT

AaronCush, thank you for that information

I am going to run the game in both systems with the problematic driver version, as soon as I have the results I will let you know.

Regards,

Amy.

Re: Galactic Civilization 3 Crash with Intel 6th Generation 5xx Drivers

MMand6 — Tue, 05 Jul 2016 03:13:53 GMT

Hello Amy,

Any update on this issue with Galactic Civilization 3 and the latest intel skylake gpu drivers? I do not see anything in their release notes regarding this.

Re: Galactic Civilization 3 Crash with Intel 6th Generation 5xx Drivers

idata — Wed, 06 Jul 2016 20:41:22 GMT

Hello, All:

I apologize for the delay.

I haven't been able to run the game, please let me try one more time and I will update this thread.

Regards,

Amy.

Re: Galactic Civilization 3 Crash with Intel 6th Generation 5xx Drivers

ACush — Mon, 11 Jul 2016 17:30:13 GMT

Any updates Amy? My son is so upset that his new laptop won't play the game but my 3+ year old laptop (with Intel HD 4000 graphics) runs it fine. Thanks!

-Aaron

Re: Galactic Civilization 3 Crash with Intel 6th Generation 5xx Drivers

idata — Wed, 13 Jul 2016 18:54:26 GMT

AaronCush, my apologies to your son.

I've been having some issues downloading the game on my systems, there is something wrong with the download and I apologize for the delay, I am going to set this as top priority.

Regards,

Amy.

Re: Galactic Civilization 3 Crash with Intel 6th Generation 5xx Drivers

ACush — Mon, 18 Jul 2016 16:53:24 GMT

Any luck yet? My SP4 got updated to the latest drivers and still no luck (20.19.15.4463).

-Aaron

Re: Galactic Civilization 3 Crash with Intel 6th Generation 5xx Drivers

MMand6 — Thu, 21 Jul 2016 14:32:21 GMT

I asked the same question on Galactic Civilization 3 forums at Stardock - no answer there as well... Both Intel and Stardock employees seem to treat this as "top priority"... I don't want to imagine how they deal with non-priority issues.

Re: Galactic Civilization 3 Crash with Intel 6th Generation 5xx Drivers

idata — Thu, 21 Jul 2016 20:07:53 GMT

Hello, All:

I have been running some tests but I haven't been able to replicate the issue, the game runs just fine in my system. Have you guys tried with the Beta version https://downloadcenter.intel.com/download/26099/Intel-Beta-Graphics-Driver-for-Windows-10-and-Windows-7-8-1-15-40-?product=88345 Download Intel® Beta Graphics Driver for Windows® 10 and Windows 7*/8.1* [15.40]? Please give it a try and use this method for the installation http://www.intel.com/content/www/us/en/support/graphics-drivers/000005629.html How to Manually Install an Intel® Graphics Driver in Windows® 10 &..., I would also recommend updating your BIOS version to the latest.

Please let me know if that helps.

Regards,

Amy.

Re: Galactic Civilization 3 Crash with Intel 6th Generation 5xx Drivers

ACush — Thu, 21 Jul 2016 20:42:04 GMT

It is good news if it is running on the beta drivers but could you check with the actual released drivers for the SP4 and/or Dell Inspiron? Neither manufacturer, not Intel itself, advocates running non blessed drivers on OEM machines. If it does indeed work, then Intel needs to sign off on the driver, then Microsoft and Dell need to validate the driver and release their respective updates.

Re: Galactic Civilization 3 Crash with Intel 6th Generation 5xx Drivers

ACush — Fri, 22 Jul 2016 16:13:56 GMT

I went ahead and tried the beta driver you linked to Amy and it did NOT work. The game again crashed right after the splash screen. My SP4 is completely up to date on all firmware.

Re: Galactic Civilization 3 Crash with Intel 6th Generation 5xx Drivers

idata — Fri, 22 Jul 2016 23:31:50 GMT

/thread/103280 AaronCush, I ran the game on this computer http://www0.sun.ac.za/itservices/Documents/datasheets/2016/Dell/Laptops/Dell_Inspiron_15_5559.pdf http://www0.sun.ac.za/itservices/Documents/datasheets/2016/Dell/Laptops/Dell_Inspiron_15_5559.pdf with the latest driver version(.4475) from our end. I haven't been able to replicate the issue, and I understand that at this stage you are waiting for a possible resolution; however, in order for us to do that I would need that when you get chance, test some drivers versions since I am not able to replicate the crash. I just want to know if the crash persists with these drivers versions;

https://downloadcenter.intel.com/download/26078/Intel-Graphics-Driver-for-Windows-10-and-Windows-7-8-1-15-40-?product=88345 Download Intel® Graphics Driver for Windows® 10 and Windows 7*/8.1* [15.40]
https://downloadcenter.intel.com/download/25620/Intel-Graphics-Driver-for-Windows-7-8-1-10-15-40-6th-Gen-?product=88345 Download Intel® Graphics Driver for Windows® 7/8.1/10* [15.40 6th Gen]
https://downloadcenter.intel.com/download/25957/Intel-Beta-Graphics-Driver-for-Windows-10-and-Windows-7-8-1-15-40-?product=88345 Download Intel® Beta Graphics Driver for Windows® 10 and Windows 7*/8.1* [15.40]

I cannot comment on the driver from the OEM since these drivers can be customized by manufacturer and Intel only provides generic drivers, so if the issue is with the OEM driver I would recommend pushing for answers with them.

Regards,

Amy.

Re: Galactic Civilization 3 Crash with Intel 6th Generation 5xx Drivers

MMand6 — Tue, 26 Jul 2016 16:59:23 GMT

Hi Amy,

You mentioned in an earlier post on June 23rd that you also have access to a Surface Pro 4. Can you try Gal Civ 3 on it with the latest Microsoft drivers (.4463) and your latest beta (.4475) in order to see if you can reproduce the crash?

Re: Galactic Civilization 3 Crash with Intel 6th Generation 5xx Drivers

idata — Fri, 29 Jul 2016 17:58:53 GMT

I do have the hardware available, but there is something wrong with the download of the game that is why I gave it a try with the Dell Inspiron since this device was being reported as issue. If the issue can be replicated in a different device this just means that there is a real issue. However, I am going to give it a try and download the game.

Regards,

Amy.

Re: Galactic Civilization 3 Crash with Intel 6th Generation 5xx Drivers

idata — Mon, 05 Sep 2016 13:16:10 GMT

Hello, All:

There is a new driver version available; https://downloadcenter.intel.com/download/26099/Intel-Beta-Graphics-Driver-for-Windows-10-and-Windows-7-8-1-15-40-?v=t Download Intel® Beta Graphics Driver for Windows® 10 and Windows 7*/8.1* [15.40], please give it a try and let me know if the issue persists.

Regards,

Amy.

Re: Galactic Civilization 3 Crash with Intel 6th Generation 5xx Drivers

idata — Tue, 13 Sep 2016 13:47:32 GMT

Hello, All:

I wanted to check on this thread; were you able to install the driver mentioned above?

FYI, there is a new driver available, https://downloadcenter.intel.com/download/26228/Intel-Graphics-Driver-for-Windows-10-and-Windows-7-8-1-15-40-?product=88345 Download Intel® Graphics Driver for Windows® 10 and Windows 7*/8.1* [15.40], I would recommend giving it a try since this driver is intended to fixe many hangs, crashes, and graphics corruptions across a wide spectrum of games and applications.

Regards,

Amy.