games freeze and close after iris xe graphics version 101.6078_101.5736

[Mr_iklk]

Some of the affected games are Fortnite freezing and displaying an error message and games made in the source engine such as tf2 half life 2 freezing in a corrupt frame while listening to the game continue working. As I said, this does not happen in version 101.6078_101.5736 and earlier, is there a way to fix it?

[Mike_Intel]

Hello Mr_iklk,

Thank you for posting in Intel community Forum.

For me to further check this, please help provide the following details:

1. What is the model of your Graphics controller?
2. What is the model of your processor?
3. How did you update the driver?
4. Did you check the temperature if there is an overheating issue before the game freeze?

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

Best regards,

Michael L.

Intel Customer Support Technician

[Mr_iklk]

Hello, my graphics controller model is the Intel iRis xe Graphics, my processor is the Intel Core i5 1235u, to update my drivers I use the Intel Driver & Support Assistant, as for temperatures I don't know how to check that, sorry.

[Mike_Intel]

Hello Mr_iklk,

I hope this message finds you well. 

Were you able to check the previous post?

Please let us know if you still need assistance.

Best regards,

Michael L.

Intel Customer Support Technician

[JeanetteC_Intel]

Hi Mr_iklk,

If the previous driver version 101.6078_101.5736 (which worked without freeing the game) was the one installed before the current one (having the issue), then you can check if the "rollback" option from the device manager is still available (not grayed out). If this option is not available, then you may have to install the latest drivers from your system manufacturer driver page.

Intel provides generic versions of software and drivers.

• Your computer manufacturer may have altered the features, incorporated customizations, or made other changes. 
• If you have an OEM device, contact Computer Manufacturer Support Websites for best driver compatibility with your system.

To check further, can you additionally share the following details for further checking?

1) Can you share what system make and model you have? If you may, please share your exact system specifications page.

2) Share your system configuration details so I can further check the root cause of the issue. This could be possible by downloading the Intel® System Support Utility for Windows* software. When the download is complete, launch SSU.exe.

• Scan: Check the box Everything.
• Click Scan.
• Review: When finished scanning, click Next.
• Click Save (.txt).
• Attach the SSU log file as you reply.

I will wait for your reply.

Best regards,

JeanetteC.

Intel Customer Support Technician

[Mr_iklk]

Hello, I changed to the most current version of the drivers to see if the problem still persisted and if the error is still there, I tried playing Half Life 2 and the game worked fine until a certain point where the game froze from one moment to the next, which does not happen with older drivers, as far as temperatures I did not notice anything strange, the game does not have any modification that could cause this, as for graphic settings the game runs at 1080p full screen, high model details, very high texture details, very high shader details, reflection details reflect all, high shadow details, color correction disabled, anti-aliasing none, anisotropic filtering X16, Vsyng enabled, motion blur disabled, HDR and Bloom disabled and multi-core rendering enabled, I don't know if this helps anything but I'll leave it the same. I use the same settings for the old drivers where everything worked fine although in the old drivers. 

 

[Mike_Intel]

Hello Mr_iklk,

I hope you are having a good day.

Just sending a follow up to check if you were able to see our last post.

Please let us know if you still need assistance.

Best regards,

Michael L.

Intel Customer Support Technician

[Mike_Intel]

Hello Mr_iklk,

Thank you for the update.

Kindly try to re-install the latest driver using DDU method then update us if there will be improvement.

Please refer to the links below for the latest driver and steps for the DDU installation method.

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

https://www.intel.com/content/www/us/en/support/articles/000091878/graphics.html

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

Best regards,

Michael L.

Intel Customer Support Technician

[Mr_iklk]

Hi, I did the DDU method and it worked but only with some games, like Team Fortress 2, Half Life 2 and games made in source but I tried to open Fortnite and it only lasted a few seconds before the game froze and sent a crash message, which did not happen in the old version.

[Mike_Intel]

Hello Mr_iklk,

Thank you for the update.

This test means there is an issue with the driver on this particular game.

By the way, let me document the following details and I may need this for simulation.

1. What will happen if you go back to driver version 01.6078_101.5736?
2. Please help generate a new set of SSU after installing the driver using DDU method.

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

Best regards,

Michael L.

Intel Customer Support Technician

[Mr_iklk]

Hi, here is the SSU with driver version 01.6078_101.5736

[Mike_Intel]

Hello Mr_iklk,

Thank you for the information provided.  

I will do further research on this matter and post the response on this thread once it is available.

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

Best regards,

Michael L.

Intel Customer Support Technician

[Mike_Intel]

Hello Mr_iklk,

I hope this message finds you well.

While I am still checking this issue, can you please help check and confirm if there is any error message displayed when Fortnite crashes, similar to the error below:

"We're very sorry this happened and we are working towards preventing it in the future. You can get help online at Fortnite Technical Support."

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

Best regards,

Michael L.

Intel Customer Support Technician

[Mr_iklk]

Hi, this is what I think when the game freezes, although what I noticed is that the game didn't freeze until I opened the battle pass tab and started loading all the items, right there it froze and gave me this screen

[Mike_Intel]

Hello Mr_iklk,

I hope this message finds you well.

Can you send a video from desktop to opening the game until you see the error?

This will help us further in simulating this issue in our lab.

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

Best regards,

Michael L.

Intel Customer Support Technician

[Mr_iklk]

Hi, the video exceeds the MB limit too much so I uploaded it to YouTube as unlisted. I don't know if it's of much use. It took me 30 minutes for the error to occur. It's a bit strange, to be honest, because sometimes it takes longer and sometimes less. Anyway, here I leave a cut version and a complete one.

Cut

https://youtu.be/sX2aZYeAL5I

Complete

https://youtu.be/R_zCx70gOAQ

[RandyT_Intel]

Hello Mr_iklk,

Thank you for sharing the requested recording. I will now forward it internally for replication purposes. I will post an update here once I have completed our investigation. I appreciate your patience as I work on your case.

Best regards,

Randy T.

Intel Customer Support Technician