Cold Fear problem with Iris Xe Graphics driver

[ameldur]

I installed Cold Fear on my new device which is with Intel(R) Iris(R) Xe Graphics

and when trying to run it just does not open, Windows event viewer shows an error which is related to drivers, on my other device which is with  Intel UHD Graphics 620  runs great, just having issues on Iris Xe. I have the latest version of the drivers.

 Check the attached file report from the Support Utility tool.

SYSTEM:

• Windows 10 Home - 64bit - 21H2

PROCESSOR:

• 11th Gen Intel® Core™ i7-1195G7 @ 2.90GHz

GRAPHICS CARD:

• Intel Iris Xe Graphics

The game is from Steam  https://store.steampowered.com/app/15270/Cold_Fear/

The other computer was same brand different Model its "One Netbook One Mix 3S Yoga Platinum with i7-8500Y"

Same as I had issue with other older game https://community.intel.com/t5/Graphics/Need-for-Speed-Underground-problem-with-Iris-Xe-Graphics-driver/m-p/1380836/emcs_t/S2h8ZW1haWx8dG9waWNfc3Vic2NyaXB0aW9ufEwyS1dNNFBIWVhVMzFWfDEzODA4MzZ8U1VCU0NSSVBUSU9OU3xoSw#M107561

[ameldur]

and when trying to run it just does not open, Windows event viewer shows an error which is related to drivers, on my other device which is with  Intel UHD Graphics 620  runs great, just having issues on Iris Xe. I have the latest version of the drivers.

 Check the attached file report from the Support Utility tool.

SYSTEM:

• Windows 10 Home - 64bit - 21H2

PROCESSOR:

• 11th Gen Intel® Core™ i7-1195G7 @ 2.90GHz

GRAPHICS CARD:

• Intel Iris Xe Graphics

The game is from Steam  https://store.steampowered.com/app/15270/Cold_Fear/

The other computer was same brand different Model its "One Netbook One Mix 3S Yoga Platinum with i7-8500Y"

Same as I had issue with other older game https://community.intel.com/t5/Graphics/Need-for-Speed-Underground-problem-with-Iris-Xe-Graphics-driver/m-p/1380836/emcs_t/S2h8ZW1haWx8dG9waWNfc3Vic2NyaXB0aW9ufEwyS1dNNFBIWVhVMzFWfDEzODA4MzZ8U1VCU0NSSVBUSU9OU3xoSw#M107561

[ameldur]

SYSTEM:

• Windows 10 Home - 64bit - 21H2

PROCESSOR:

• 11th Gen Intel® Core™ i7-1195G7 @ 2.90GHz

GRAPHICS CARD:

• Intel Iris Xe Graphics

The game is from Steam  https://store.steampowered.com/app/15270/Cold_Fear/

The other computer was same brand different Model its "One Netbook One Mix 3S Yoga Platinum with i7-8500Y"

Same as I had issue with other older game https://community.intel.com/t5/Graphics/Need-for-Speed-Underground-problem-with-Iris-Xe-Graphics-driver/m-p/1380836/emcs_t/S2h8ZW1haWx8dG9waWNfc3Vic2NyaXB0aW9ufEwyS1dNNFBIWVhVMzFWfDEzODA4MzZ8U1VCU0NSSVBUSU9OU3xoSw#M107561

[Alberto_R_Intel]

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

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?

When did you purchase it? (For warranty purposes)

Did the game "Cold Fear" ever work fine on this specific computer?

If so, when did the issue start?

Did you make any recent hardware/software changes, besides updating the graphics driver, that might cause this issue with the game?

The problem of the game not starting, does it happen also with other games from "Steam" or it only happens with "Cold Fear"?

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

Any questions, please let me know.

Regards,

Albert R.

Intel Customer Support Technician

[ameldur]

Hi Alberto

System was bought in 19 Oct 21 but never used until last month.

I tried in old intel Xe drivers from 21 which system arrived with then latest version of drivers and its never worked on Intel Xe system.

Issue for the game always existed for Intel Xe.

I did not made any hardware/software changes beside updating the graphics driver and windows to latest.

Did happen on "Ancestors Legacy" but error on this game was not driver related more like was  something in game was not setup for Intel Xe, beside that every other game which i tried was running fine on Intel Xe. "Batman: Arkham Knight" from steam have some crashes but game boot up, just have random crash during gameplay. 

Problem happens at home environment.

[Alberto_R_Intel]

Hi ameldur, Thank you very much for providing that information.

According to the SSU document, the graphics driver version currently installed on your machine is 30.0.101.1660, which is provided by Intel®.

It is important to mention that the Intel® graphics drivers are generic, meaning they might or might not work as expected with your specific device. For that reason, 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 for the graphics driver version provided by ONE XPLAYER and actually, they have a zip folder containing all the graphics drivers for your device, please try to install those drivers and test the game to verify if the problem remains. That is the proper driver for your laptop, tested and validated by them:

https://1drv.ms/u/s!AilYUA_Au4xWzB_cE-DOCfQ0uWCZ?e=g5flI4

If the issue persists after that, even though the Intel® graphics drivers are generic, for testing purposes, you can try a clean installation of the Intel® graphics driver version 30.0.101.1960, which was released yesterday, following the instructions in the links below:

https://www.intel.com/content/www/us/en/download/19344/intel-graphics-windows-dch-drivers.html?

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

Additionally, we recommend to get in contact directly with ONE XPLAYER support to make sure the latest BIOS version is currently installed on your system or, if necessary to gather the instructions on how to update it:

https://onexplayerstore.com/pages/contact-us

Regards,

Albert R.

Intel Customer Support Technician

[ameldur]

Hi

As i mention before its was tested with manufacturer drivers, and then manufacturer of the computer recommend to always keep updated to latest driver of intel for issues fix because that's not issue in their side... And that's why i updated to 30.0.101.1660

i will try to update them to 30.0.101.1960 and see if there any fixes, and BIOS was updated to recent also

[Alberto_R_Intel]

Hi ameldur, thank you very much for confirming those details.

"i will try to update them to 30.0.101.1960 and see if there any fixes, and BIOS was updated to recent also", Perfect, it is very important to keep the BIOS up to date. Take your time, once you get the chance, please let us know the results of testing the driver.

Regards,

Albert R.

Intel Customer Support Technician

[ameldur]

Hi

Alberto

After updating drivers to 30.0.101.1960 issue still exists for that specific game

[Alberto_R_Intel]

Hi ameldur, Thank you very much for letting us know those results.

We are sorry to hear that the problem with the game remains after installing the Intel® graphics driver.

It is important to mention, that when it comes to games, we always recommend as the first thing to do, to check with the game developers to make sure your specific platform complies with the system requirements needed for the game to run properly since every computer is different. 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 to be able to play the game as expected. 

Since "Cold Fear" is a game that is not that new, we suggest to follow the steps recommended in the following link for "Running Older PC Games on Windows® 10 and Intel® HD/UHD Graphics":

https://www.intel.com/content/www/us/en/support/articles/000030981/graphics.html

Additionally, you will find further details about "How to Find Optimal Game Settings for Intel® Graphics", in this link. Just to let you know, the information in there might not be that accurate in this scenario since it is most likely for newer/popular games. "Cold Fear" might not be included but you may find aspects that will be helpful in this case:

https://www.intel.com/content/www/us/en/support/articles/000005477/graphics.html

Regards,

Albert R.

Intel Customer Support Technician

[ameldur]

Hi Alberto

I don't know how familiar you are with windows, usually, Windows already tries this automatically now for you...

https://www.intel.com/content/www/us/en/support/articles/000030981/graphics.html 

I also tried manually changing settings but with no success...

Here game database is minimal and my processor is not in the list 1197g7

https://www.intel.com/content/www/us/en/support/articles/000005477/graphics.html

[Alberto_R_Intel]

Hello ameldur, I just wanted to check if the information posted previously was useful for you and if you need further assistance on this matter?

Regards,

Albert R.

Intel Customer Support Technician

[ameldur]

The issue still persists and needs further assistance

[Alberto_R_Intel]

Hi ameldur, Thank you very much for your response.

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 ameldur, I just received an update on this matter.

Please try a clean installation of Intel® graphics driver version 30.0.101.1994 following the instructions on the links below:

https://www.intel.com/content/www/us/en/download/19344/intel-graphics-windows-dch-drivers.html

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

Just to confirm, as this game is very old, by any chance are you using an emulator to run it on Windows 10? as the requirements specified Windows® 2000/XP only.

Could you please share the whole log showing up issues related to the drivers?

There is a workaround a customer reported in the Steam page where the game was not launching and the customer change the resolution in Steam Library (Game properties) Under the "Compatibility" tab, click Run in 640x 480 screen resolution, please try that and let us know the results: https://steamcommunity.com/app/15270/discussions/0/133261907150536013/

Third-party links are just an example, Intel® is not responsible for the contents of such links, and no third-party endorsement of Intel® or any of its products is implied.

Regards,

Albert R.

Intel Customer Support Technician

[ameldur]

Hi

Clean installation of Intel® graphics driver version 30.0.101.1994 didn't changed anything.

Not using any emulators, its straight from Steam

There is a workaround a customer reported in the Steam page where the game was not launching and the customer change the resolution in Steam Library (Game properties) Under the "Compatibility" tab, click Run in 640x 480 screen resolution, please try that and let us know the results: https://steamcommunity.com/app/15270/discussions/0/133261907150536013/

---

That's how i run it on my other device with Intel UHD Graphics 620 and works but not in Intel Xe Graphics 

Screenshot from event log is already shared in my first post about the issue.

Its must be not that  hard to fix it because it's already fixed in UHD Graphics, won't be that hard i think

[Alberto_R_Intel]

Hi ameldur, Thank you very much for confirming those aspects.

We will continue with our research on this matter. As soon as I get more updates, I will post all of them on this thread.

Regards,

Albert R.

Intel Customer Support Technician

[Alberto_R_Intel]

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

In this case, first, we just wanted to let you know that this problem could be related to compatibility since the game is really old, it seems to be that is the source of the issue.

We also wanted to confirm, as a last resource, do you have the option to reinstall Windows* from scratch? This is the very last step that we recommend trying, at this point pretty much you tried all the possible troubleshooting steps for this scenario. Please back any important information you might have on the computer before reinstalling the Operating System, or contact Microsoft Support if further assistance is needed:

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

Regards,

Albert R.

Intel Customer Support Technician

[ameldur]

I tried reinstall Windows from scratch too and i already told you that issue is not Windows or the game but drivers, because in non IrisXE intel system works.... I can't believe how Intel just don't care about support anymore, this thread is proof that Intel dont care about their customers anymore. I will just spread link in social media groups and forums so people are aware of Intel...

[Alberto_R_Intel]

Hello ameldur, I just wanted to check if the information posted previously was useful for you and if you need further assistance on this matter?

Regards,

Albert R.

Intel Customer Support Technician

[Alberto_R_Intel]

Hello ameldur, 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

[ameldur]

Is there a way to report issue directly to driver developers? Seems community moderators are not aware of intel Products...

[n_scott_pearson]

Let me be very clear: There is zero chance of you being able to deal directly with a developer. You want support, you deal with the moderators.

Intel has so many products and so many associated BIOS/firmware/drivers/software releases that there is absolutely zero chance of any one moderator being fully knowledgeable regarding them all. Rest assured that, when an issue cannot be handled, it is escalated.

While I'm at it, let me ask: What do you think is going to happen when you start insulting the moderators right and left? 

...S