Problems launching Android games with BlueStacks X

[Lady_Cleo311]

Royal Match won't launch in BlueStacks X. When graphics set on BS X as OpenGL, I get screen distortion with diagonal lines. When I set graphics to DirectX the screen is readable with clear graphics. I have installed APKPure and Royal Match, but the game doesn't launch. My specs: HP 15-r052nr Notebook PC Windows 10, 64-bit, 4 CPUs: Intel Core i3 4005U CPU @1.70 GHz, Intel (R) HD Graphics Family 3D, dedicated memory usage: 128 MB, Shared GPU memory usage: 2.0 GB, Ram 4.0,  Virtual Memory: 9.18 GB, Available Virtual Mem: 4.88 GB. BlueStacks Help Center tells me I need to update my graphics driver, but there are no Intel updates. What can I install so I can play this simple game?

[VonM_Intel]

Hi, Lady_Cleo311.

Thank you for posting in our Community about the issue with launching Royal Match on BlueStacks X. Let’s work through this together to find a solution. I'd like to delve deeper and verify specifics like the graphics models, precise driver versions, and any system errors. Utilizing the Intel SSU tool will enable us to collect detailed information about your system setup, which could aid in identifying the underlying cause of this issue. I understand that you have a laptop. Since this is an OEM (HP 15-r052nr Notebook PC) original equipment manufacturer device, please take into consideration that our support may be limited since we are not familiar with the technology, settings, customizations, custom drivers, and features that the OEM has designed and installed your system, nevertheless, I will do my best to assist you with your concern. Have you tried to install your OEM's graphics driver version? Graphics compatibility issues might be causing the screen distortion with the diagonal lines you’re encountering. 

Moreover, knowing your processor, Operating systems, and OEM device is a good start, but I could still use more information about your system configuration. Please run the Intel SSU report and share the results with me so I can verify details such as graphics driver versions, and errors logged at the system level, etc. Also, if possible, could you please send a screenshot or screen recording that shows the issue? This will help us identify if there were any issues with the game itself.

Looking forward to your response. Have a nice day!

Best regards,

Von M.

Intel Customer Support Technician

[Lady_Cleo311]

I have attached the Systems Report after running the SSU utility. I have made some updates since posting in the Intel Gaming Community:

1. I have read the article "Solution for when Bluestacks 5 is not opening"; I think my PC now meets the minimum requirements to run BlueStacks.
2. Updated BIOS per HP.
3. Updated graphics driver Intel (R) HD Graphics 4400 GPU, V.20.19.15.5171, release date 11/4/2020, for Intel Core i3 4005U processor (4th Generation); the old driver was V.10.18.15.4248.
4. Changed BlueStacks Settings:
--allocate 2 GB of RAM to BlueStacks
--Change graphics to OpenGL (with the new GPU, there is no distortion). Screenshots of the opening screens in BlueStacks app.

With these changes, Royal Match starts to launch, but only the first or second (loading…) screens open. One time, the game actually opened, but was frozen. I couldn’t sign in, access Support, or open Level 1 to play. It usually hangs up on the "dream" screen and the f11 key doesn't generate any response. I have to turn off the computer to exit the BlueStacks app.

Screenshots: 10 and 11 - not responding; 12 - opening game screen; 13 - the kind of distortion I was getting earlier. This is the first time I've had it since updating BIOS and Graphics drivers.

I have learned that my laptop isn't really adequate for playing games. I've learned a lot about coordinating among Microsoft, HP, and Intel to identify the correct updates. HP and Intel were not helpful in identifying appropriate updates. HP said there were no driver updates. Intel had too many choices. I finally found a chart on Intel.com that explained generations and detailed which graphics drivers were appropriate for each generation. It was Microsoft Support that helped me install the Intel graphics update; They told me that I needed a BIOS update before the final graphics update (2020) could be installed.

I hope this gives you the information that you requested. Thank you.

Lady_Cleo311

[Lady_Cleo311]

Attachments for previous post.

[VonM_Intel]

Hi, Lady_Cleo311.

Thank you for providing the detailed troubleshooting steps and updates you've made to address the issues with BlueStacks and Royal Match. I reviewed the SSU logs you provided and observed that your current graphics driver version is 10.18.15.4248, which according to the HP Support website, is the latest available update. Have you considered using our Intel Graphics driver available at this link: 15.40.7.64.4279? Please note that the Intel® Graphics driver for Windows* version 15.40/45.x.x has known security issues and as of June 15th, 2024, it is no longer supported with additional functional, security, or other updates. All versions are provided as is.

Moreover, to set your expectation that as with all good things, your product has reached the end of its interactive technical support life. However, you can find this product recommendation here at Intel Community forums and additional information at the Discontinued Products website. Generally, drivers are removed from the download center at this stage, although there may be exceptions where some drivers remain available despite the product's End of Interactive Support (EOIS) status. Rest assured, community members may have archived versions of graphics drivers that could potentially resolve issues and bugs. We remain committed to serving you with the latest advancements in Intel innovation at Intel.com.

Von M.

Intel Customer Support Technician

[VonM_Intel]

Hi, Lady_Cleo311.

Have you had a chance to review my previous response? Please let us know if you require any further assistance. I'm here to help.

Best regards,

Von M.

Intel Customer Support Technician

[NormanS_Intel]

Hello Lady_Cleo311, 

We have not heard back from you so I will close this inquiry now. If you need further assistance, please submit a new question as this thread will no longer be monitored.

Best regards,

Norman S.

Intel Customer Support Engineer