Game crashes and stuttering

[newb]

Hello. I have an older game on my PC that crashes at the same place every time I boot it up, with a handful of other games that run but stutter at the most inconvenient times. I've gone through extensive troubleshooting and updating of my windows, drivers, and what-have-you's, and yet the problem persists.

I've followed intel support's instructions on basic troubleshooting. Now, I'm hoping that there is something else I can try to at least rule out the possibility that there is an issue with my intel drivers.

Any and all recommendations are encouraged.

[newb]

Almost forgot.

[Hugo_Intel]

Hello newb

Thank you for posting on the Intel Communities.

In order for us to be able to assist with this issue we would like to know what is the name of the game that is crashing, and I see you mention it crashes in the same place every time it would be useful if you could specify exactly in which scenario is crashing if possible to share a video it would be better.

Best Regards,

Hugo O.

Intel Customer Support Technician.

[newb]

My apologies,

The game that keeps crashing is Dragon Age Origins Ultimate Edition. It fails as soon as dialogue options appear in the prologue.

My other games play fine but there is some lagging and stuttering. 

[Hugo_Intel]

Hello newb

Thank you for sharing the details related to the game Just one more question specifically, Is this issue happening regardless of the graphics settings? Does it happen on low and highest?

Getting into this crashes in Dragon Age Origins and taking into consideration that other games are experiencing a type of stuttering I would advise reinstalling drivers first, using Display Driver Uninstaller to uninstall previous driver installations, this will take care of any conflicting or corrupted files. Please first test the latest driver provided by your system manufacturer version 31.0.101.4255 and if there are still issues test our latest version 31.0.101.4669.

Best Regards,

Hugo O.

Intel Customer Support Technician.

[newb]

Thank you for the reply. 

I have my graphics on the lowest setting.

I DDU uninstalled my drivers twice in the past two weeks to see if that would help and it did not.

Thank you for the links. I followed the instructions but the results remain the same.

[Hugo_Intel]

Hello newb

I see the issue still happens after testing the latest driver for your graphics adapter. Let us take a further look at this issue. I will get back to you once I have an update on this problem.

Best Regards,

Hugo O.

Intel Customer Support Technician.

[newb]

Thank you.

[DeividA_Intel]

Hello newb, 

Thanks for your patience. To continue with the investigation, I will need to collect the following information:

1. Where did you buy the game from? Steam, EA, Epic, etc.?

2. What are the settings that you are using for the game? You can take pictures of your game settings.

3. Can you take a video showing the issue or the exact part where the game crashes? This would be for possible replication steps. 

Regards,  

Deivid A. 

Intel Customer Support Technician 

[newb]

Thank you.

I bought the game from Steam. Here are the video settings and a clip of the scene it always crashes in. 

https://clipchamp.com/watch/XruRYznEoVH

[Hugo_Intel]

Hello newb

Thank you for sharing the information. We will continue with our investigation and will get back to you once we have more information on this problem.

Best Regards,

Hugo O.

Intel Customer Support Technician.

[Hugo_Intel]

Hello newb

We want to let you know that we have tested this game following your video and graphics settings on a laptop with Intel® Iris® Xe Graphics, however, right after the dialogue options showed up for us the game did not crash, and were able to continue playing with no issue, hence our recommendation would be to get to the game developer or system manufacturer for further support since the issue seems related to the game itself.

Best Regards,

Hugo O.

Intel Customer Support Technician.

[Hugo_Intel]

Hello newb

As previously advised in our last post we recommend contacting the developer of this game for further troubleshooting as we tried to replicate the problem but were able to play with no issue hence, it would seem related to the game itself. I see there are no further questions so we will close this thread, do not hesitate to contact us back if you need further assistance with any other issue.

Best Regards,

Hugo O.

Intel Customer Support Technician.