Genshin impact driver crash

[Helgi]

Hello

My problem is exactly the same as what is described in this post (https://community.intel.com/t5/Gaming-on-Intel-Processors-with/Intel-Iris-XE-graphics-and-Genshin-Impact/m-p/1542280#M1857). In one of the Genshin Impact locations (Ruin Serpent) screen freezes (but game sounds works). After this, the screen flashes black and the brightness cannot be adjusted until the laptop is rebooted. in the Windows event viewer you can see a message that the "igfxn driver has stopped responding and has been restored". The problem also occurs in the latest drivers (10.01.2024 version). I installed old drivers 30.0.100.9805 as suggested in this post (https://community.intel.com/t5/Gaming-on-Intel-Processors-with/Intel-Iris-XE-graphics-and-Genshin-Impact/m-p/1542280#M1857)  In these drivers the freezing problem remains, but the screen does not flicker and the brightness control works. This issue also described on Hoyolab posts: https://www.hoyolab.com/article/23450475 , https://www.hoyolab.com/article/19585601

[VonM_Intel · Accepted solution]

Hi, Helgi.

Thank you for posting in the Intel Communities. We can definitely help you with that.

Please be informed that Windows* detected an issue with the display driver and terminated the processes linked to it. I have done some research and found some possible solutions for you:

1. Reinstall the graphics driver by doing a clean installation.
   1. Download the latest driver version from Intel Download Center.
   2. Uninstall the current driver via the device manager.
   3. Install the newly downloaded latest driver version of the Intel Graphics.
   4. Ensure to reboot/restart the device.
2. Copy of Event Viewer logs.
   1. Press the Windows Key + R and type in eventvwr.msc, then click ok to run the Event Viewer.
      1. Repeat steps 2 to 4 for the other items under Windows Logs (Application, Security, Setup, System, etc).
   2. Under Event Viewer (Local) > Windows Logs, select Application.
   3. On the menu bar, click Action and select Save All Events As…
   4. Save the log file with your desired name and location.

Just to share with you, we have our support link where you can find all of the troubleshooting steps. To make it easier for you, here’s our support link: (https://www.intel.com/content/www/us/en/support/articles/000092412/graphics.html)

Best regards,

Von M.

Intel Customer Support Technician