The Last of Us II remastered and Marvel's Spider-man 2 keep crashing!!

[XIng2124]

These games keep crashing because of the out date drivers although i've updated my driver to the latest version.

My PC:

Intel(R) Core(TM) Ultra 7 155H

16 GB RAM

1TB SSD

Intel(R) Arc(TM) Graphics

Error code:

In The Last of Us:

A problem has occurred with your display driver. This can be caused by out of date drivers, using game settings higher than your GPU can handle, an overheating GPU, or an error with game. Please try updaing your graphics drivers or lowering your in-game settings. (0x887A0006: DXGI_ERROR_DEVICE_HUNG)

In Marvel's Spider-man 2:

A problem has occurred with your display driver. This can be caused by out of date drivers, using game settings higher than your GPU can handle, an overheating GPU, or an error with game. Please try updaing your graphics drivers or lowering your in-game settings. (0x887A0007: DXGI_ERROR_DEVICE_RESET)

[ArchieD_Intel]

Hi XIng2124,

Thank you for reaching out to the Intel Community Forum. To assist us in investigating the issue, please provide the following details:

What is the exact model of your laptop?

Have you tried using the OEM driver for testing?

Does the issue occur only during cutscenes? Or does it also happen during regular gameplay or menus?

When did the issue start? Was it after a specific driver update or game patch?

What are the troubleshooting steps that you tried so far?

Have you used DDU to completely remove all residual drivers and installed a new one?

Have you tried adjusting the graphics settings?

Could you provide a screenshot of your in-game display and graphics settings?

Which gaming platform did you use to download the game?

Additionally, to gain a comprehensive understanding of your system, please use the System Support Utility (SSU). This tool will generate a text file compiling all your system information. You can follow the instructions at this link and send the text file here. Help Guide for the Intel® System Support Utility.

If you have any questions, please let us know. Thank you.

Best regards,

Archie D.

Intel Customer Support Technician

[XIng2124]

Hi ArchieD_Intel,

Thank you for your reply.

What is the exact model of your laptop?

>MSI Claw A1M

Have you tried using the OEM driver for testing?

>Yes, my claw first was installed with drivers from MSI.

Does the issue occur only during cutscenes? Or does it also happen during regular gameplay or menus?

>Regular gameplay or menus. Spider-Man just crashed as long as it was launched.

When did the issue start? Was it after a specific driver update or game patch?

>I just downloaded the game, and the problem started.

What are the troubleshooting steps that you tried so far?

> Update my graphics driver to the lasted version on Intel website.

Have you used DDU to completely remove all residual drivers and installed a new one?

> Yes

Have you tried adjusting the graphics settings?

Could you provide a screenshot of your in-game display and graphics settings?

> Everything is at the lowest

Which gaming platform did you use to download the game?

>Steam

Attached the file you required. Thanks!!

[ArchieD_Intel]

Hi XIng2124,

Thank you for the update. Can you please try using the OEM driver first specially the 32.0.101.6078 to isolate the issue and lease perform a Clean Installation. If the issue still persists, please provide a crash dump so I can check.

If you have any questions, please let us know. Thank you.

Best regards,

Archie D.

Intel Customer Support Technician

[ArchieD_Intel]

Hi XIng2124,

I hope you had the opportunity to review the information I posted. At your earliest convenience, please let me know so we can determine the best course of action to resolve this matter efficiently.

Best regards,

Archie D.

Intel Customer Support Technician

[ArchieD_Intel]

Hi XIng2124,

I would like to inform you that both of the games you've mentioned are requiring a dedicated graphics card based on the system requirements The Last of Us™ Part II Remastered on Steam and Marvel's Spider-Man 2 - Digital Deluxe Upgrade on Steam.

I 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,

Archie D.

Intel Customer Support Technician