topic Re:Honkai star rail b580 restarting pc after playing for some time in Graphics

Honkai star rail b580 restarting pc after playing for some time

WetSocks — Wed, 08 Jan 2025 21:32:17 GMT

While playing honkai star rail my the monitor freezes and my speakers start making weird noises and after a minute or two the pc restarts it's self. Weird thing is this happens only while I'm playing moc/pure fiction/as not while I'm doing Divergent universe or anything else. This doesn't happen with other games.

pc specs:

Ryzen 5 7500f

asrock b650m pg lighting

g.skill flare x5 32gb ddr5 6000mhz 36cl

adata xpg sx8200 pro 2tb

asrock challenger oc arc b580

msi mag a650gl 650w gold+

Re:Honkai star rail b580 restarting pc after playing for some time

RobbieR_Intel — Sun, 12 Jan 2025 23:04:08 GMT

Hello WetSocks,

I understand that while playing Honkai Star Rail, specifically in different modes, your system freezes and encounters specific errors. I recognize that this issue does not occur during Divergent Universe gameplay or with other games.

With that being said, please answer the following questions:

Is Resizable Bar enabled?
What is the current version of Honkai Star Rail?
Does the issue happen consistently? When did this first occur?
Are there any error messages, logs, or event viewer entries after the restart?
Kindly provide your game settings

Please generate an SSU report to help me further analyze important details on your system. To generate the SSU report, please refer to the article: How to get the Intel® System Support Utility Logs on Windows*. Please send us the generated SSU.txt file.

I look forward to your response!

Best Regards,

Robbie R.

Intel Customer Support Technician

Re: Honkai star rail b580 restarting pc after playing for some time

WetSocks — Mon, 13 Jan 2025 13:34:03 GMT

Resizable bar is enabled

version is OSPRODWin2.7.0_D8614395_A8614395_L8613950

It does happen occasionally it first happened on 12-31-2024 when i build my pc. Also it recently happened in content outside of moc/pf/as

most recent crash in game logs

Resolution 1920x1200 Full Screen

FPS 60

V-Sync On

Rendering quality 2.0

Shadow quality High

Reflection quality Very High

Character quality High

Real-time character shadows in map exploration on

Environment detail Very high

Special effects quality High

Bloom effect Very high

Anti-aliasing TAA

Light quality Very High

ssu report

Re:Honkai star rail b580 restarting pc after playing for some time

RobbieR_Intel — Fri, 17 Jan 2025 05:51:17 GMT

Hello WetSocks,

Thank you for providing the requested details! Upon checking, the latest driver for the Intel® Arc™ B580 Graphics is available. The driver would be ⁠32.0.101.6458 with that being said, I highly advise for you to perform a Clean Installation when updating your driver to avoid any errors.

If the issue persists, kindly let me know so we can continue on working on a resolution.

I look forward to your response!

Best Regards,

Robbie R.

Intel Customer Support Technician

Re: Re:Honkai star rail b580 restarting pc after playing for some time

WetSocks — Sat, 18 Jan 2025 01:02:06 GMT

I performed a DDU and installed the latest driver but the issue still persists, btw i noticed it only does it while I'm in combat, not when I'm wandering, exploring or trying to find chests.

Re: Honkai star rail b580 restarting pc after playing for some time

WetSocks — Sat, 18 Jan 2025 01:35:26 GMT

Looking at the the crash logs of epic games launcher i found this log: [0118/031141.295:ERROR:gpu_init.cc(426)] Passthrough is not supported, GL is disabled

Hope it helps

Re:Honkai star rail b580 restarting pc after playing for some time

RobbieR_Intel — Mon, 20 Jan 2025 06:41:40 GMT

Hello WetSocks,

Thank you for providing the necessary information requested. With that being said, I would need more time to further investigate the issue. I will get back to you once I have an appropriate resolution.

I sincerely appreciate your patience and understanding.

Best Regards,

Robbie R.

Intel Customer Support Technician

Re:Honkai star rail b580 restarting pc after playing for some time

RobbieR_Intel — Tue, 21 Jan 2025 05:09:35 GMT

Hello Wetsocks,

To further investigate the issue, I would need more details like the application and system event viewer logs.

Please provide an application event viewer log from your system. Below are the steps to generate the logs
1. Right Click on the Start Button
2. Click on Event Viewer
3. Click on the chevron of the Windows Logs
4. Right Click on the Application and select Save All Events As
5. Save the file and send us a copy
6. make sure to indicate the timestamp of the crash
Please provide an System event viewer log from your system. Below are the steps to generate the logs
1. Right Click on the Start Button
2. Click on Event Viewer
3. Click on the chevron of the Windows Logs
4. Right Click on the System and select Save All Events As
5. Save the file and send us a copy
6. make sure to indicate the timestamp of the crash

I look forward to your response!

Best Regards,

Robbie R.

Intel Customer Support Technician

Re: Honkai star rail b580 restarting pc after playing for some time

WetSocks — Thu, 23 Jan 2025 01:32:02 GMT

last crash happened at 1/18/2025 3:09:10 AM

Re:Honkai star rail b580 restarting pc after playing for some time

RobbieR_Intel — Fri, 24 Jan 2025 04:35:45 GMT

Hello Wetsocks,

Thank you for providing the requested logs. With that being said, I will now further investigate the issue and will get back to you once an appropriate resolution is available.

I sincerely appreciate your patience and understanding.

Best Regards,

Robbie R.

Intel Customer Support Technician

Re:Honkai star rail b580 restarting pc after playing for some time

RobbieR_Intel — Mon, 27 Jan 2025 03:04:01 GMT

Hello WetSocks,

Thank you for patiently waiting. I would like you to perform a ⁠Clean Installation of the latest Graphics Driver, ⁠32.0.101.6460_101.6259 kindly use the ⁠Display Driver Uninstaller (DDU) to Uninstall the previous driver.

If the issue persists, kindly let me know.

Best Regards,

Robbie R.

Intel Customer Support Technician

Re: Honkai star rail b580 restarting pc after playing for some time

WetSocks — Tue, 28 Jan 2025 12:46:14 GMT

The issue still persists even after a clean installation of the newest drivers.

Re:Honkai star rail b580 restarting pc after playing for some time

RobbieR_Intel — Wed, 29 Jan 2025 02:12:23 GMT

Hello WetSocks,

Thank you for your response. I understand that with the latest graphics driver, the issue still persists.

To further investigate, please answer the following questions:

Were there noticeable changes with the latest graphics driver?
Have you done a Clean Install with the usage of Display Driver Utility?

Please generate a Cap Frame X Log with the latest graphics driver installed to further investigate this. For a detailed guide on how to generate this, please see ⁠Need help? Reporting a bug or issue with Arc GPU?

I look forward to your response!

Best Regards,

Robbie R.

Intel Customer Support Technician

Re: Honkai star rail b580 restarting pc after playing for some time

HowDoIExitVim — Wed, 29 Jan 2025 13:39:46 GMT

I have the same problem with Honkai: Star Rail. I have had more than ten crashes with this game (all during combat) since the day I got my B580, about one month ago, and this issue persists throughout driver updates.

I launched the game via HoYoPlay not Epic. I failed to find any crash logs from HoYoPlay and Intel Graphics Software. Attached is the SSU.txt.

Is it really possible to capture the performance data with CapframeX? You have to press F11 to start capturing data and to finish the data capturing. However, when the issue occurs, the system just freezes and crashes. There's no way I can do anything to finish capturing the data.

I believe this issue is highly reproducible. The easier way to investigate this issue might be that Intel engineers work with HSR devs or simply ask the HSR team for a test account, and keep farming materials (auto-battle) until the system crashes. I promise this won't take long.

Plus, another B580 user from Reddit has the same problem with the game ICARUS (frozen screen, weird noise, auto restart).

Re:Honkai star rail b580 restarting pc after playing for some time

RobbieR_Intel — Thu, 30 Jan 2025 05:20:29 GMT

Hello HowDoIExitVim,

Thank you for posting in our Intel communities. Please post a new thread so that we can appropriately support you as well, as there will be differences between your device and WetSocks .

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

Best Regards,

Robbie R.

Intel Customer Support Technician

Re: Re:Honkai star rail b580 restarting pc after playing for some time

WetSocks — Thu, 30 Jan 2025 17:27:11 GMT

There were no changes with the latest driver.

I have done a clean install using ddu.

I cannot generate a cap frame x log due to the fact that the whole pc restarts itself so I can't press f11 a second time to stop the recording.

Re:Honkai star rail b580 restarting pc after playing for some time

RobbieR_Intel — Fri, 31 Jan 2025 04:16:07 GMT

Hello WetSocks,

Thank you for your response. I understand that you won't be able to generate a CapFrame X Log due to the random reboot being encountered. With that being said, I will further investigate the issue being encountered.

I sincerely appreciate your patience and understanding as we work on a resolution for this.

Best Regards,

Robbie R.

Intel Customer Support Technician

Re:Honkai star rail b580 restarting pc after playing for some time

RobbieR_Intel — Fri, 14 Feb 2025 15:33:22 GMT

Hello WetSocks,

Thank you for patiently waiting. I would like to clarify the following questions:

Is the gaming PC not overheating especially the processor and GPU?
Does this issue only happen with Honkai Star Rail?
Have you set the game to low quality? If yes, did you observe any crashes/ random reboots on the same sections/parts of the game.

I look forward to your response!

Best Regards,

Robbie R.

Intel Customer Support Technician

Re:Honkai star rail b580 restarting pc after playing for some time

RobbieR_Intel — Mon, 17 Feb 2025 21:49:40 GMT

Hello WetSocks,

I wanted to check if you had the chance to review the questions I posted. Please let me know at your earliest convenience so that we can determine the best course of action to resolve this matter.

Best regards,

Robbie R.

Intel Customer Support Technician

Re:Honkai star rail b580 restarting pc after playing for some time

RobbieR_Intel — Mon, 17 Feb 2025 21:50:38 GMT

Hello WetSocks,

I wanted to check if you had the chance to review the questions I posted. Please let me know at your earliest convenience so that we can determine the best course of action to resolve this matter.

Best regards,

Robbie R.

Intel Customer Support Technician