DXGI_ERROR_DEVICE_REMOVED - Intel Iris Xe Graphics

[scarfoj]

I am repeatedly getting the error message DXGI_ERROR_DEVICE_REMOVED when playing Command and Conquer Remastered. This is not a terribly graphics intensive game, and should be well within the capabilities of my machine. Here are the specs:

HP Spectre x360 

11th Gen Intel Core i7 1165G7 2.80 GHZ

16GB Ram

Iris Xe graphics

The game runs flawlessly with no framerate issues or other performance problems, until it crashes. It generally crashes when loading a game, hitting "esc" to summon a menu, or any other pause or transitory state in gameplay. 

The error message is "DXGI_ERROR_DEVICE_REMOVED"

I've tried every solution presented online, including registry edits, manually reducing performance in the intel graphics app, multiple driver updates/rollbacks, and a fresh installation of windows. I'm at my wits end. 

[AndrewG_Intel]

Hello all,

Thank you for your patience in this matter

We would like to inform you that we tested the game for many hours. It worked just fine, and also we tried different things to pause it but we were unable to replicate this issue.

We used a Dell* Inspiron 7706 with 11th Generation Processor and Intel® Xe Graphics.

At this point, our recommendation is to check with the game developer to see if they have additional suggestions and debugging.

Best regards,

Andrew G.

Intel Customer Support Technician

[AndrewG_Intel]

Hello all,

We have not heard back from you so we will proceed to close this thread now. If you need any additional information, please submit a new question as this thread will no longer be monitored.

Best regards,

Andrew G.

Intel Customer Support Technician

[Shaq]

The problem is most assuredly still here. I'm slowly reaching out to petroglyph games and eventually will reach out to EA games soon if this isn't resolved. It only seems to be a problem with the iRIS Xe. I know you guys said you tested this problem, but I'm not sure if it was with the equivalent processor. 

[Shaq]

Also, if you guys could keep this forum open a little longer, that would be great as I'm directing the developers to here so they can see the issue, and if more people keep bringing it up, that would be helpful to draw more attention to it since it only seems to be happening to iRIS Xe users.

[PIERO87]

Operating System	Microsoft Windows 10 Pro
Central Processor	Intel(R) Core(TM) i7-4790 CPU @ 3.60GHz
User Name	piero
Graphics
Video Adapter	Intel(R) HD Graphics 4600
Video Memory	1.0 GB
Screen Resolution	1600 x 900
Storage
Total Memory	14.9 GB
Free Memory	10.0 GB
Total Hard disk	929.9 GB
Free Hard disk	108.4 GB
I/O
Mouse	USB Input Device
Keyboard	USB Input Device

Top

Operating System
Computer System
Computer Name
User Name
Organization	NULL
Operating System
OS Name	Microsoft Windows 10 Pro
OS Version	10.0.19042
Product ID
System Up Time	5/25/2021 3:12:15 PM
Internet Explorer Version	11.630.19041.0
Microsoft DirectX Version	DirectX 12
OpenGL Version	10.0.19041.546 (WinBuild.160101.0800)
Registry
Maximum Size	4095 MB
Current Size	131 MB
Status	OK

Top

Processor & Motherboard
Central Processor
CPU Name	Intel(R) Core(TM) i7-4790 CPU @ 3.60GHz
Number of logical processors	8
Code Name	N/A
Manufacturer	GenuineIntel
Current Clock Speed	3601 Mhz
Max Clock Speed	3601 Mhz
Voltage	1.2V
External Clock	100 Mhz
Serial Number
CPU ID	Intel64 Family 6 Model 60 Stepping 3
Socket Designation	SOCKET 1150
CPU Internal L1	256 KB
CPU Internal L2	1024 KB
CPU Internal L3	8192 KB
Motherboard
Model	Q87M-E
Manufacturer	ASUSTeK COMPUTER INC.
Serial Number
BIOS Name	3801
BIOS Vendor	American Megatrends Inc.
SMBIOS Version	3801
BIOS Date	3/22/2019
BIOS Features
PCI is supported	Yes
APM is supported	Yes
BIOS is Upgradable (Flash)	Yes
BIOS shadowing is allowed	Yes
Boot from CD is supported	Yes
Selectable Boot is supported	Yes
BIOS ROM is socketed	Yes
EDD (Enhanced Disk Drive) Specification is supported	Yes
Int 13h - 5.25 /1.2MB Floppy Services are supported	Yes
Int 13h - 3.5 / 720 KB Floppy Services are supported	Yes
Int 13h - 3.5 / 2.88 MB Floppy Services are supported	Yes
Int 5h, Print Screen Service is supported	Yes
Int 9h, 8042 Keyboard services are supported	Yes
Int 14h, Serial Services are supported	Yes
Int 17h, printer services are supported	Yes
ACPI supported	Yes
USB Legacy is supported	Yes

Top

Memory Device
Memory Resource
Total Memory	14.9 GB
Used Memory	4.8 GB
Free Memory	10.0 GB
Memory Usage	32%
Physical Memory
Memory Bank	BANK 0
Description	Physical Memory 0
Device Locator	ChannelA-DIMM0
Capacity	4.0 GB
Speed	1600 Mhz
Manufacturer	Hynix/Hyundai
Data Width	64 bit
Memory Type	EISA
Form Factor	DIMM
Physical Memory
Memory Bank	BANK 1
Description	Physical Memory 1
Device Locator	ChannelA-DIMM1
Capacity	4.0 GB
Speed	1600 Mhz
Manufacturer	Hynix/Hyundai
Data Width	64 bit
Memory Type	EISA
Form Factor	DIMM
Physical Memory
Memory Bank	BANK 2
Description	Physical Memory 2
Device Locator	ChannelB-DIMM0
Capacity	4.0 GB
Speed	1600 Mhz
Manufacturer	Hynix/Hyundai
Data Width	64 bit
Memory Type	EISA
Form Factor	DIMM
Physical Memory
Memory Bank	BANK 3
Description	Physical Memory 3
Device Locator	ChannelB-DIMM1
Capacity	4.0 GB
Speed	1600 Mhz
Manufacturer	Micron
Data Width	64 bit
Memory Type	EISA
Form Factor	DIMM

Top

Drives
Disk Drives
Name	TOSHIBA MQ04ABF100
Media Type	Fixed hard disk media
Capability	931.5 GB
Interface Type	SCSI
Partitions	4
Total Cylinders	121601
Total Heads	255
Total Sectors	1953520065
Total Tracks	31008255
Tracks Per Cylinder	255
Bytes Per Sector	512
Sectors Per Track	63
S.M.A.R.T Support	Yes
Disk Drives
Name	USB Device
Media Type	Removable Media
Capability	7.2 GB
Interface Type	USB
Partitions	1
Total Cylinders	946
Total Heads	255
Total Sectors	15197490
Total Tracks	241230
Tracks Per Cylinder	255
Bytes Per Sector	512
Sectors Per Track	63
S.M.A.R.T Support	Yes

Top

Display
Video Adapter
Name	Intel(R) HD Graphics Family
Video Processor	Intel(R) HD Graphics Family
Manufacturer	Intel Corporation
Video Architecture	VGA
DAC Type	Internal
Memory Size	1.0 GB
Memory Type	Unknown
Video Mode	1600 x 900 x 4294967296 colors
Current Refresh Rate	60 Hz
Driver Version	20.19.15.5171
Driver Date	11/4/2020
Monitor
Name	Packard Bell Viseo 200Ws
Screen Height	900
Screen Width	1600
Status	OK

[Shaq]

Did you ever find a solution?

[scarfoj]

Shaq, 

No luck for me either. I reached out to Petroglyph and havent heard a thing back. Have you had any luck?

[Shaq]

I've reached out and gotten a couple of responses via Facebook. I got one email back to them, they said they were looking into it, but they too are having a tough time replicating it. They take forever to respond, but I recommend them through social media and email. I have a feeling since we are a very small lot of people having this problem, it won't get pushed through.

[Farmersan]

I would just like to say I´m having the same problem and was happy to find this topic but there is no solution. Any news on this or a new driver coming? I've followed the steps here and the problem persists. 

[Shaq]

UPDATE: POSSIBLE SOUTION

I had reached out to the game devs, and though it took some time, they also reached out to Intel and apparently Intel finally managed to replicate this problem.  At the time of this update, I haven't tried it yet, but they released new drivers:

(https://www.intel.com/content/www/us/en/search.html?ws=text#t=Downloads&layout=table&cf:Downloads=[%7B%22actualLabel%22%3A%22Graphics%22%2C%22displayLabel%22%3A%22Graphics%22%7D])

As I said, I haven't tried them yet, but this is the most recent solution, so give it a try as I'm about to as well. I'll post up if it was a success for me. Let us know if it helps you guys so I can let the game devs know they can close.

[Shaq]

Bear in mind, they still consider it BETA as the release was only a few days ago.

[MaddenJMF]

INFO FOR TROUBLESHOOTING & INVESTIGATION  - NO SOLUTION BELOW

Same issue on Dell Inspiron 16 Plus with Intel 11800H 11th Gen UHD Integrated graphics. 16GB ram. Laptop itself has an odd 3k resolution - LIGHTBULB MOMENT, OP also has 3K display maybe that’s the answer right there. It’s new. Your test machine has common QHD resolution and it works just to note. I WILL CHANGE MY RES SETTINGS ON MACHINE TO SOMETHING TYPICAL, TEST AND REPORT BACK ON THIS.

UPDATE ON ABOVE: System resolution changes made no difference.

The whole point of me signing up and posting this is to try and find some connection between all of these people having the same issue as me. The time I’ve put into this is driving me crazy.

Windows 11 Pro x64
https://www.intel.com/content/www/us/en/products/sku/213803/intel-core-i711800h-processor-24m-cache-up-to-4-60-ghz.html

I do not have dedicated Nvidia graphics.

Interestingly, I can run this game no problem on a 9 year old i3 (Windows 10 Home) with only integrated graphics. The processor falls just outside of Windows 11 requirements. I upgraded the HDD to SSD and increased ram capacity to 8GB. It’s not throttling or crashing. Albeit a little slow when there’s a ton of units on screen at once after having built a mega army. Still playable throughout.

For attention of Intel moderators, my wife has the same laptop you did your tests on with nvidia GTX (7706 2 in 1). Did yours also have dedicated graphics? I have not tried to run the game on hers but suspect it would work.

I can replicate this and would love to work with you (such as remote support) to demonstrate.

I have tried:
- Manually adding and enabling windows high performance power plan
- Set best performance in Windows 11 settings
- Experimented with TDR
- Added game .exe to Windows 11 game mode and set as Best performance
- Full uninstall if drivers using DDU
- Tried with manufacture recommended Intel drivers
- Tried with latest generic drivers
- Turned off game mode to try prevent background processes from being terminated to speed up game performance
- Experimented with in game resolutions, vsync, and antialiasing in Intel control panel
- Removed my dual setup monitor (tested with and without additional display using HDMI input)

- I looked to adjust 3D stereoscopic settings in Windows 11 but the setting isn’t present despite coming up in settings search
- Investigated hardware acceleration settings to no avail

The latest DCH drivers do not support the old embedded Intel control panel that was also found in system tray and context menus (on desktop) - It’s now all done through a UWP store app that seems to be far more limited on options.

I think it could be an issue present for machines without dedicated graphics card, but our processors, especially Xe should handle the game.

THIS ONE PARAGRAPH MAY BE MORE FOR GAME DEVELOPERS BELOW - SKIP PAST IF NECESSARY:

Sometimes, in the menus, the background doesn’t properly render and displays a “gold Petroglyph logo on a white background”, as the background. In game, individual units randomly render in this way. This is when I know it will crash. This shows up also in the “Jukebox” settings menu in game.

As this begins to occur, if I exit game (playable area) and exit to menu, the crash can occur. It also occurs like clockwork in lobby menu, upon clicking Join/Host buttons - Sometimes the rendering is fine. If I successfully get a game going, and don’t navigate settings menus, I may finish a game until I exit to lobby. Other times it will spontaneously crash.

It’s not specifically a Dell issue. It’s not necessarily an Intel issue for older machines. There is either an issue in the game, responsibility of Petrogylph/EA and/or an issue with 11th Gen Intel processors/drivers, perhaps without dedicated graphics, and possibly in conjunction with windows power management.

I welcome being reached out personally for assistance with this to help the community towards a resolution.

Thanks,

MaddenJMF

[MaddenJMF]

• UPDATE
  
  A fix may be on the way, as per a post I made on EA forums. I mentioned a reply I received from Petroglyph support. I’ve copied and pasted my what I shared there below:
  
  “I've actually received a reply direct from Petroglyph (email support) and and a game update/patch appears to be in the final stages before release! This was on June 9th, 2022.
  
  It will be pushed through Steam as normal. It sounds like if final testing doesn't produce any issues, this could occur fairly soon.
  
  This is very exciting news 😁”
  
  Seems like it is affecting 11th Gen Intel processors with certain configurations, but there’s something in the games design itself that’s not pointing properly. From what I’ve found, DXGI errors are occurring for other games across the internet too, and in most cases it seems to relate to Nvidia of which I don’t have on my laptop. It’s affecting people with Iris XE and Intel UHD integrated graphics.

A recent Windows cumulative update addressed an issue with DX9 and I thought that may have fixed it, but I’m not sure what version of DirectX the game needs. I still experienced the same issues after the Windows update.

[GraphicsExpert]

This is still an issue.  I've tried the DCH, Arc DCH, and HP drivers.  No luck.

The only driver that works is the Microsoft Basic Display Adapter.  This is the fallback when the HP/Intel graphics adapter is Disabled in Device Manager.

Questions for the Intel Technicians:

• Were you actually playing the game or letting the game sit for hours?  In order to generate the error you need to play the game or hit ESC and go into the menu a bunch of times.  
• What version of game and graphics driver were you using?
• What size display were you using?  Try 1920x1200 or higher external display over HDMI.  You may not see the issue as much with smaller display sizes since lower resolutions require less graphics memory.
• Which Windows OS/DirectX were you using?  Windows 10 and Windows 11 use different versions of DirectX.  In Windows 11, DirectX 12 Ultimate shows up as "Disabled" in DxDiag.

[Blackhawk84]

Hello,

I've just buy this game too today and I still have the same issue with my HP Envy laptop (intel core i7 and Intel Iris xe graphic chipset).

As something has been done on this topic since last answer ?

Thanks