Core™ i5-13500H (Iris® Xe Graphics eligible) - Crash in resource-hungry games

[Aban]

Resource-hungry games released after 2021 always close without any message or warning after starting the game in their menu! This is true even if the games are played at 720p resolution!

Some tested games are:
Forza Horizon 5
Senua's Saga: Hellblade II
eFootball™ 2025

[RandyT_Intel]

Hello Aban,

This could potentially be due to driver conflicts, compatibility issues with your hardware, or incorrect driver settings however we have to investigate further to determine the root cause of the issue.

To better understand and assist you further kindly provide answer to the following questions below.

• What specific version of the Intel® Iris® Xe Graphics eligible drivers are you using? Have you checked for updates or rollbacks?
• What are the specifications of your PC, including the motherboard etc.,? Please run Intel® System Support Utility for Windows* and kindly share the logs here.
• Did you use the official installer, and did you uninstall previous drivers completely? If not kindly used and follow these instructions How to Use the Display Driver Uninstaller (DDU) to Uninstall an... (intel.com)
• Are you using any other display ports (e.g., DisplayPort, DVI)? Does the issue persist across different ports?

Please note, If a game is crashing, freezing, not starting, performing poorly or having other issues, please verify and repair the game files through Steam, Epic Games Store, Ubisoft Connect, EA App, GOG Galaxy, Battle.net or whichever game client you are using.

Your answer will help me to fully diagnosed your system. Looking forward to your response!

Randy T.

Intel Customer support Technician

[JeanetteC_Intel]

Hello Aban,

Good day.

I am waiting for an update regarding the details I requested to further check this issue. Kindly let me know about this information so I can identify the next steps that need to be taken to solve this issue.

I will wait for your reply.

Best regards,

JeanetteC.

Intel® Customer Support Technician

[Aban]

This is the full specification of my device

https://www.asus.com/us/laptops/for-home/zenbook/zenbook-14x-oled-q410/techspec/

https://www.intel.com/content/www/us/en/products/sku/232147/intel-core-i513500h-processor-18m-cache-up-to-4-70-ghz/specifications.html

It is possible that this problem occurs due to lack of RAM memory. But the problem is why the game doesn't run at all!

[Aban]

The most recent game I've tried, Silent Hill 2, runs when I run it with the "-dx11" option.

All software drivers and firmware are updated.

[JeanetteC_Intel]

Hello Aban,

Thank you for sharing these details with us.

All the games you mentioned (Forza Horizon 5, Senua's Saga: Hellblade II, eFootball™ 2025, and even Silent Hill 2, require a discrete graphics card and a minimum of 8GB except for Senua's Saga: Hellblade II and SILENT HILL 2, which requires a minimum of 16GB RAM. To better understand and be able to provide an appropriate recommendation, kindly help share the following:

1) Kindly share your system configuration so I can fully check and provide you with an accurate fix. This could be possible by downloading the Intel® System Support Utility for Windows* software. When the download is complete, launch SSU.exe.

• Scan: Check the box Everything.
• Click Scan.
• Review: When finished scanning, click Next.
• Click Save (.txt). *Attach the SSU log file as you reply.

2) Have these games previously worked on this laptop?

3) What distribution service did you get the game from?

(example: Steam / Origin / Epic / XboxGamePass / UbisoftConnect)

I will wait for your reply.

Best regards,

JeanetteC.

Intel® Customer Support Technician

[Aban]

Thank you for your reply. Now I'm sure the problem is due to lack of RAM, and with "-dx11" it is possible to run the game and then apply system compatible settings. I don't know more about it, and I have shared all the details. Now Intel has to work to run anything without "-dx11".

[JeanetteC_Intel]

Hello Aban,

Thank you for sharing this update.

Lack of RMA may be one of the reasons why this issue is happening, however, the other game, Silent Hill 2, which also needs 16GB of RAM (in both minimum and maximum system setup), was able to run on your laptop with Dx11. Take note that the system requirements say it has to be DirectX12.

To further investigate this issue, I would like to request the following details below:

1) Kindly share your system configuration so I can fully check and provide you with an accurate fix. This could be possible by downloading the Intel® System Support Utility for Windows* software. When the download is complete, launch SSU.exe.

• Scan: Check the box Everything.
• Click Scan.
• Review: When finished scanning, click Next.
• Click Save (.txt). *Attach the SSU log file as you reply.

2) Have these games previously worked on this laptop?

3) What distribution service did you get the game from?

(example: Steam / Origin / Epic / XboxGamePass / UbisoftConnect)

4) Share a screenshot of the game settings of Silent Hills 2.

These details will be used for replication in our lab, so I can provide an appropriate fix.

I will wait for your reply.

Best regards,

JeanetteC.

Intel® Customer Support Technician

[Aban]

1) File attached.
2) No.
3) Steam.
4) Not available; But rest assured, I am aware of the concept of graphics settings.

[JeanetteC_Intel]

Hello Aban,

Thank you for posting in Intel Communities.

I'll check on this and I will post an update once it's available.

Best regards,

JeanetteC.

Intel® Customer Support Technician

[JeanetteC_Intel]

Hello Aban,

Good day.

After reviewing the SSU logs, I noticed that the available physical memory is 1.53 GB out of 8 GB. This might be causing the issues that you are experiencing with playing or opening games, as these games require a discrete graphics card and a minimum of 16 GB of memory. (Sharing the screenshot)

Additionally, updating the graphics driver may not resolve the issue since the system does not meet the minimum requirements. For further assistance, I recommend contacting ASUS technical support to inquire about adding more RAM or any other suggestions they may have.

I hope the information I shared helps.

Best regards,

JeanetteC.

Intel® Customer Support Technician