Intel Iris Xe graphics

[ScriptUtkovich]

Hello I have a problem with game, Mortal Kombat 1,The game is not displayed correctly, everything is crossed and the colors are mixed up.
I used 2 versions of the driver and the picture did not change at all: 31.0.101.4502 and 101.5081_101.5122

[DeividA_Intel]

Hello ScriptUtkovich, 

Thank you for posting on the Intel® communities. I can imagine how frustrating that would be. 

1. Is this issue recent? Or, was it present from the start?

2. Is this issue present with other games? If so, can you provide the names?

3. Run the Intel® System Support Utility (Intel® SSU) to gather more details about the system.  

• Download the Intel® SSU and save the application on your computer: https://www.intel.com/content/www/us/en/download/18377/intel-system-support-utility-for-windows.html  
• Open the application, check the "Everything" checkbox, and click "Scan" to see the system and device information. The Intel® SSU defaults to the "Summary View" on the output screen following the scan. Click the menu where it says "Summary" to change to "Detailed View".  
• To save your scan, click Next and click Save.  

Regards,  

Deivid A.  

Intel Customer Support Technician  

[ScriptUtkovich]

1.This problem has been around since the game was released.

2.The problem only exists in Mortal Kombat 1 

3.Here is the file you wrote about 

[Alberto_R_Intel]

ScriptUtkovich, Thank you very much for providing that information and the SSU report.

Based on the details shown in the SSU document, we can confirm that the graphics driver version currently installed on your computer is 31.0.101.5084, which is provided by Intel®:

https://www.intel.com/content/www/us/en/download/785597/intel-arc-iris-xe-graphics-windows.html?wapkw=1135g7

For this scenario, it is important to mention that, we always recommend to install the graphics driver provided by the manufacturer of the computer, since that driver was customized by them to work with your specific platform.

I looked on Microsoft's website and they do have a driver packager for your specific device. Please try a clean installation of that package following the instructions in the links below:

https://www.intel.com/content/www/us/en/support/articles/000057389/graphics.html

Driver:

https://www.microsoft.com/en-us/download/details.aspx?id=102633

We also recommend to get in contact directly with Microsoft Support to make sure the BIOS version is currently up to date or to gather the instructions on how to update it:

https://support.microsoft.com/en-us

Regards,

Albert R.

Intel Customer Support Technician

[ScriptUtkovich]

I already tested the game on the original Windows settings, I decided to change the driver after information appeared on the Internet that this could help.This error concerns not only me, I would like to receive an answer: What is this connected with? How soon will it be decided? Can this be resolved now?

[Alberto_R_Intel]

ScriptUtkovich, Thank you very much for your response.

We are sorry to hear the issue remains after trying the driver package provided by Microsoft.

In order for us to try to answer your questions, we will do further research on this matter. As soon as I get any updates, I will post all the details on this thread.

Regards,

Albert R.

Intel Customer Support Technician

[Alberto_R_Intel]

Hello ScriptUtkovich, I just received an update on this matter.

While we are working on this scenario, we just wanted to confirm:

-Where did you buy the game from, is it from Steam or, the Mortal Kombat page?

-Any specific settings being used?

-Besides the colors issue are there any crashes?

Regards,

Albert R.

Intel Customer Support Technician

[ScriptUtkovich]

1:Steam

2:No,just low game settings

3:Game crashing,sometimes,when characters play the round start animation

[ScriptUtkovich]

Did you manage to find something?

[Alberto_R_Intel]

ScriptUtkovich, Thank you very much for confirming those details.

We are currently working on this scenario and we will provide a response as soon as possible.

Regards,

Albert R.

Intel Customer Support Technician

[Alberto_R_Intel]

Hello ScriptUtkovich, I just received an update on this matter.

After reviewing the case, we would like to let you know that the Intel® iGPU doesn't meet minimum game requirements.

Game minimal requirements from Steam:

• Requires a 64-bit processor and operating system
• OS: Windows 10 64-bit
• Processor: Intel® Core™ i5-6600 | AMD Ryzen™ 3 3100 or Ryzen™ 5 2600
• Memory: 8 GB RAM
• Graphics: Nvidia GeForce® GTX 980 or AMD Radeon™ RX 470 or Intel® Arc™ A750 ===> GPUs with 4GB of VRAM minimum
• DirectX: Version 12
• Storage: 100 GB available space

At the very beginning of the game, the user is informed about the fact that iGPU is not supported as you can confirm in the picture below:

Regards,

Albert R.

Intel Customer Support Technician

[ScriptUtkovich]

Yeas I now it,but I play another games with not supposed GPU,But I have never encountered such visual errors, while the game itself runs well at 40-60 fps, especially on other GPUs that are not supported, the game looks fine.I see that GPU is overloaded,but is this the cause of visual errors?

[Alberto_R_Intel]

Hello ScriptUtkovich, Thank you very much for your your reply.

Yes, every game has different system requirements, the fact that other games worked fine with not the supposed GPU does not mean that all of them will do the same. In this case, for this specific game, the Intel® iGPU doesn't meet minimum game requirements, so a dedicated graphics card is required.

When the iGPU is not supported you can encounter different problems such as the visual errors you are describing and yes, the iGPU might get overloaded since does not support the application. Keep in mind that the performance will depend on the game specifications and your whole hardware configuration. Games are usually GPU intensive, so you may require a dedicated graphics card compatible with your system.

We also recommend to get in contact directly with the game developers for you to ensure those details and confirm that a dedicated graphics card is needed in order to play the game properly with the best performance and functionality.

Any other inquiries, do not hesitate to contact us again.

Regards,

Albert R.

Intel Customer Support Technician