Intel i7 12700 Game Auto Close

[MrPogiBisnar]

Hello, my i7 12700 system unit consistently crashes while playing my game (Ran Online). It works fine for a few hours, then the game graphics suddenly distort, and it automatically closes. Can somebody help me? I've done everything I found on the internet and in the Intel community, including updating the BIOS, Windows, and graphics driver, disabling eCore, DRM Tool, but the game still crashes. I'm stressed because I can't enjoy playing for even an hour; it crashes abruptly in the middle, and instead of enjoyment, I end up feeling stressed.

[Alberto_R_Intel]

MrPogiBisnar, Thank you for posting in the Intel® Communities Support.

We are sorry to hear about this issue and we will be more than glad to assist you with this matter. 

In order for us to provide the most accurate assistance on this scenario, we just wanted to confirm a few details about your system:

Is this a new computer?

Was the game "Ran Online" working fine before on this specific machine?

If yes, when did the issue start?

Did you make any recent hardware/software changes that might cause this problem?

Does the problem happen at home or in the work environment?

Please attach the SSU report so we can verify further details about the components in your platform, check all the options in the report including the one that says "3rd party software logs":

https://www.intel.com/content/www/us/en/support/articles/000057926/memory-and-storage.html

Any questions, please let me know.

Regards,

Albert R.

Intel Customer Support Technician

[MrPogiBisnar]

Hi @Alberto_R_Intel ,

Yes, this is a new computer. It has never worked fine before; the game is always crashing after hours or minutes of playing since then. I also tried playing other games such as GTA V, and it also crashes after a minute of playing. The problem is happening at home.

Kindly see the attached SSU Report.

[Alberto_R_Intel]

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

For this scenario, it is important to mention that we always suggest first to verify the game requirements to make sure your system complies with them. 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 when using a desktop computer.

Based on the information shown in the SSU document, we can confirm that the graphics driver version currently installed on your computer is 31.0.101.5081, which is provided by Intel®:

https://www.intel.com/content/www/us/en/download/785597/intel-arc-iris-xe-graphics-windows.html?wapkw=12700

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 MSI's website and the latest graphics driver version they have available is 31.0.101.4255. Please try a clean installation of that driver following the instructions in the links below:

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

Driver:

https://download.msi.com/dvr_exe/mb/intel_vga_adl.zip

I looked at the System Requirements for "Ran Online" from a third-party website, and it seems based on the Minimum requirements, that a dedicated graphics card is needed:

https://www.playpark.com/en-my/ranonline-download/

We also recommend to get in contact directly with MSI support to make sure the latest BIOS version is currently installed in your machine or, if necessary, to gather the instructions on how to update it:

https://www.msi.com/support

Once you get the chance, please let us know the results.

The content on the above site is not controlled by Intel. This information is offered for your convenience and should not be viewed as an endorsement by Intel for the merchants or services offered there

Regards,

Albert R.

Intel Customer Support Technician

[MrPogiBisnar]

Hi @Alberto_R_Intel ,

The game isn't GPU-intensive, as I can play it smoothly with my i5 3570 even without a dedicated graphics card. However, is the integrated graphics of the i7 12700 weaker than that of the i5 3570? I can also play the game without any issues using my R5 4560g, in contrast to the problems I encountered with the i7 12700.

I have already reverted to the MSI graphics driver, as you suggested, but the issue still persists.

My BIOS is up to date, as I read on the Intel forums that updating it could solve DRM issues. Nevertheless, despite updating it, the problem still persists.

Below is the bugtrap report of the game; perhaps it could help your team in more precisely debugging the issue.

[Alberto_R_Intel]

MrPogiBisnar, Thank you very much for your reply and for sharing the picture.

We are sorry to hear the issue remains after trying the troubleshooting steps suggested previously. 

In that case, we will do further research on this matter to try to find a possible solution for this scenario. Before we do that, even though you already tried most of the steps recommended for this situation, could you please verify the link below and confirm that you covered all the suggestions shown in there:

https://www.intel.com/content/www/us/en/support/articles/000005746/graphics.html

Regards,

Albert R.

Intel Customer Support Technician

[MrPogiBisnar]

Sorry for the late reply. I've been busy this past holiday season due to business demand. But I already tried all the solutions stated on the link you provided, and the problem still persists."

[Alberto_R_Intel]

Hello MrPogiBisnar, I just wanted to check if you saw the information posted previously and if you need further assistance on this matter?

Regards,

Albert R.

Intel Customer Support Technician

[Alberto_R_Intel]

Hello MrPogiBisnar, Since we have not heard back from you, we are closing the case, but if you have any additional questions, please post them on a new thread so we can further assist you with this matter.

Regards,

Albert R.

Intel Customer Support Technician