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Beginner
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Frequent crash when playing FINAL FANTASY X/X-2 HD Remaster with Intel HD Graphics 5500

Hi, I have problems with playing FINAL FANTASY X/X-2 HD Remaster. The game itself does not require a very high-end graphic card. In fact, I can run in 30 fps (which is the highest framerate possible for the game) with a medium graphic setting in 720p. However, the game frequently crashes when scene changes or in the middle of a real-time animation. The frame just suddenly freezes and then the game crashes without giving any error message. I have tried to set all graphic options to low, the frequency may decrease a little, but the crash remains.

My laptop:

  • Windows 10 Pro build 14393.51 (The Aniversary version)
  • Intel Core i5-5300u @ 2.30GHz
  • Intel HD 5500 graphics with driver version 15.40.25.4463
  • 8 GB RAM

Is there any way to solve this problem? I also learn from the internet that many people using a Intel gpu encounter the same problem as mine. Will there be an update of the drive to solve this? Thanks.

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Community Manager
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Re: Frequent crash when playing FINAL FANTASY X/X-2 HD Remaster with Intel HD Graphics 5500

Hello Carolos:

 

 

On the following link you will be able to find the latest version of the graphics driver for the Intel® HD Graphics 5500 controller:

 

 

Driver 4474:

 

 

https://downloadcenter.intel.com/download/26099/Intel-Beta-Graphics-Driver-for-Windows-10-and-Window... https://downloadcenter.intel.com/download/26099/Intel-Beta-Graphics-Driver-for-Windows-10-and-Window...

 

 

What is the model of the motherboard?

 

 

What is the model of the processor?

 

 

If this is a laptop, what is the model of it?

 

 

Any questions, please let me know.

 

 

Alberto
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Beginner
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Re: Frequent crash when playing FINAL FANTASY X/X-2 HD Remaster with Intel HD Graphics 5500

Thanks for reply.

I have tried the latest driver, however the problem remains. The model of my laptop is "X1 Carbon (Type 20BS) Laptop (ThinkPad)".

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Community Manager
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Re: Frequent crash when playing FINAL FANTASY X/X-2 HD Remaster with Intel HD Graphics 5500

Hello Carolos:

 

 

Thank you very much for providing that information.

 

 

I was checking the specifications of the laptop, and it says that the laptop is fully compatible with Windows® 7 or 8.1, Windows® 10 it is not listed, so that might be the reason why it is not working properly, as you can confirm in here:

 

 

https://support.lenovo.com/cr/en/documents/pd100511 https://support.lenovo.com/cr/en/documents/pd100511

 

 

However, since the graphics driver 4474 did not work properly, we can try the graphics drivers from the following link, it is directly from Lenovo:

 

 

http://support.lenovo.com/cr/en/products/Laptops-and-netbooks/ThinkPad-X-Series-laptops/ThinkPad-X1-... http://support.lenovo.com/cr/en/products/Laptops-and-netbooks/ThinkPad-X-Series-laptops/ThinkPad-X1-...

 

 

Also I found a firmware update for the monitor, we can try that driver as well:

 

 

http://support.lenovo.com/cr/en/products/Laptops-and-netbooks/ThinkPad-X-Series-laptops/ThinkPad-X1-... http://support.lenovo.com/cr/en/products/Laptops-and-netbooks/ThinkPad-X-Series-laptops/ThinkPad-X1-...

 

 

Another option, will be to use the Inbox drivers, that get installed when you install Windows® or when you do a Windows® update.

 

 

Once you tried the options above, if the problem remains, then the best thing to do will be to get in contact with Lenovo directly to check if they have an specific driver for this problem, or any other solution.

 

 

Lenovo's phone number: 855-253-6686

 

 

Lenovo's support page: http://support.lenovo.com/ http://support.lenovo.com

 

 

Any questions, please let me know.

 

 

Alberto
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Beginner
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Re: Frequent crash when playing FINAL FANTASY X/X-2 HD Remaster with Intel HD Graphics 5500

Thanks for that.

In fact, I have tried the driver from lenovo before, however the problem is still there. Just now I tried the driver for the monitor, but it doesn't work as well.

Also,I don't think it is a individual problem of my laptop. Many people talk about the problem on the internet, for example here: https://steamcommunity.com/app/359870/discussions/0/364042063110721720/ Preventing crashes on Intel graphics. :: FINAL FANTASY X/X-2 HD Remaster General Discussions . I think the problem is from the driver provided by intel. Can you test it at your end?

Hoping for your reply.

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Community Manager
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Re: Frequent crash when playing FINAL FANTASY X/X-2 HD Remaster with Intel HD Graphics 5500

Hello Carolos:

 

 

Sure, we can test it, actually we will try now to replicate the issue, for us to do that, even though you already provided some information, we need to gather some more details to try to use the same components you have.

 

 

From the following chart, please try to fill as much information as you can, so we can get some details about the problem:

 

CategoryQuestionsAnswers (N/A if not applicable)DescriptionProvide a detailed description of the issuePlease place an X to the right of the option showing how often you see this issue using specific steps. (Ex: 'Every few times a game is started it flickers.' <- This would be "Often")</span>Always (100%):

 

Often (51-99%):

 

Sporadic (20-50%):

 

Very Sporadic (<20%):</td>Hardware (HW)Brand and Model of the system.Hybrid or switchable graphics system?

 

ie Does it have AMD or NV graphics too?Make and model of any Displays that are used to see the issue (see note2 below).  LFP = Local Flat Panel (Laptop panel)

 

EFP = External Flat Panel (Monitor you plug in)How much memory [RAM] in the system (see note2 below).Provide any other hardware needed to replicate the issue.

 

ie: Cables&brand, cable type [vga, hdmi, DP, etc], dock, dongles/adapters, etcHardware Stepping (see note1 below).Software (SW)Operating System version (see note2 below).VBIOS (video BIOS) version. This can be found in "information page" of CUI (right click on Desktop and select "Graphics Properties".<span...
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Beginner
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Re: Frequent crash when playing FINAL FANTASY X/X-2 HD Remaster with Intel HD Graphics 5500

Hello, here are the things you required.

Category

Questions

Answers (N/A if not applicable)

Description

Provide a detailed description of the issue

Problem with running FINAL FANTASY X/X-2 HD Remaster (steam version). The game frequently crashes when the scene changes or in the middle of a real-time animation. The frame just suddenly freezes and then the game crashes without giving any error message. Also, if you do not set all graphic options to low, you cannot pass the opening scene. The crash is not that random, it occurs at specific moment, such as the opening scene.

Please place an X to the right of the option showing how often you see this issue using specific steps. (Ex: 'Every few times a game is started it flickers.' <- This would be "Often")</span>

Always (100%): X (Opening scene without setting the graphic options to low)

 

Often (51-99%): X (During the game)

 

Sporadic (20-50%):

 

Very Sporadic (<20%):</span>

Hardware (HW)

Brand and Model of the system.

Laptop: Thinkpad X1 Carbon (20BS0032US)

  • CPU: Intel Core i5-5300u @ 2.30GHz
  • Intel HD 5500 graphics

Hybrid or switchable graphics system?

 

ie Does it have AMD or NV graphics too?

No

Make and model of any Displays that are used to see the issue (see note2 below). 

LFP = Local Flat Panel (Laptop panel)

 

EFP = External Flat Panel (Monitor you plug in)

LFP

How much memory [RAM] in the system (see note2 below).

8GB

<p align=...
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Community Manager
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Re: Frequent crash when playing FINAL FANTASY X/X-2 HD Remaster with Intel HD Graphics 5500

Hello Carolos:

 

 

Thank you very much for providing all those details, they will be very useful for us in order to try to replicate the issue.

 

 

As soon as I get a possible resolution for this problem, I will post that information on this thread.

 

 

Any questions, please let me know.

 

 

Alberto

 

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Community Manager
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Re: Frequent crash when playing FINAL FANTASY X/X-2 HD Remaster with Intel HD Graphics 5500

Hello Carolos:

 

 

I just wanted to let you know we are still doing the investigation on this matter in order to try to get a possible fix for this issue.

 

 

We also wanted to confirm if the problem is related to FINAL FANTASY X or FINAL FANTASY X-2, or if the problem happens on both games?

 

 

In the mean time, please try the following driver, it is version 4501, and please let us know the results:

 

 

https://downloadcenter.intel.com/download/26228/Intel-Graphics-Driver-for-Windows-10-and-Windows-7-8... https://downloadcenter.intel.com/download/26228/Intel-Graphics-Driver-for-Windows-10-and-Windows-7-8...

 

 

If the issue persists after that, then please get into Intel® graphics control panel, select "3D" and then choose "performance".

 

 

Any questions, please let me know.

 

 

Alberto

 

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Beginner
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Re: Frequent crash when playing FINAL FANTASY X/X-2 HD Remaster with Intel HD Graphics 5500

Hello Alberto:

Thanks for that. I have tried the latest driver along with setting "3D" option to "performance", but it didn't solve the issue. About FINAL FANTASY X-2, I haven't played the game yet, actually. But I test running it for a while (about 20 minutes) and I did encounter some crash as in FINAL FANTASY X. It seems that both of the games have the issue.

Looking forward to your reply.

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Highlighted
Community Manager
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Re: Frequent crash when playing FINAL FANTASY X/X-2 HD Remaster with Intel HD Graphics 5500

Hello Carolos:

 

 

Thank you very much for providing that information.

 

 

Based on that, we will continue with our research in order to try to find a possible resolution for this problem.

 

 

Any questions, please let me know.

 

 

Alberto

 

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Highlighted
Moderator
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Re: Frequent crash when playing FINAL FANTASY X/X-2 HD Remaster with Intel HD Graphics 5500

Hello Everyone,

I'll like to inform that we concluded our investigation of this issue. It was determined that the game requires 512MB of dedicated graphics memory, however, it is not handling the DVMT properly resulting in the application crash.

We reached out to the game developer to work on this but it was decided that the game won't support Intel Graphics, thus it is with regret that we are closing this issue from our side.

Best Regards,

Ronald M.

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