Graphical issues in Tom Clancy's The Division 2 (DX12)

[HumbertoSilva]

I'm experiencing graphical issues when using the DX12 API in the game Tom Clancy's The Division 2. Some textures in the game display a sort of grid. The issue doesn't occur when using the DX11 API, but the performance is between 30 and 40 FPS. I've contacted Ubisoft support, but they haven't resolved the problem.

[Alberto_R_Intel]

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

We are sorry to hear about this issue and we will be more than glad to assist you with this matter. 

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?

Was the game Tom Clancy's The Division 2 with the DX12 API working fine before on this specific machine?

If yes, when did the issue start?

Did you make any recent hardware/software changes that might cause this problem?

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

Please attach the SSU report so we can verify further details about the components in your platform, check all the options in the report including the one that says "3rd party software logs":

https://www.intel.com/content/www/us/en/support/articles/000057926/memory-and-storage.html

Any questions, please let me know.

Regards,

Albert R.

Intel Customer Support Technician

[HumbertoSilva]

Sorry, I was busy with some things and forgot to provide more details. First, the computer is not new, and the issue has been occurring since I switched my graphics card to an Intel ARC A750. Previously, it was a GTX 1650. It's worth noting that the problem only occurs when I use the DX12 API on the Intel ARC. The computer is personal, not for work. This graphical issue only happens in Tom Clancy's The Division 2. In other games, I have no complaints.

[Andres_Intel]

Hello HumbertoSilva,

Thank you for your response, and for all the information provided.

I have checked the Intel® SSU report, and see some pending updates that may help to solve this issue, please follow the steps and answer the questions below.

• Is the graphics card an Intel Branded Card, or is it from another brand?
• I noticed the latest graphics driver 31.0.101.4972 is installed, just to make sure, did you perform a clean installation of the driver with Display Driver Uninstaller (DDU) before installing the latest one? If you did not clean install it, you can use the article How to Use the Display Driver Uninstaller (DDU) to Uninstall an Intel® Graphics Driver for guidance.
• I see there is a new BIOS version, we recommend updating it, this may help to solve compatibility and stability issues. You can contact ASUS for installation steps.

Regards,  

Andres P. 

Intel Customer Support Technician 

[HumbertoSilva]

For assurance, I performed a clean driver installation using DDU, as requested. I also updated the BIOS to version 3402 dated 09/18/2023. The graphics card is Intel's own, the Intel ARC A750 Limited Edition. I restarted the game Tom Clancy's The Division 2, and the same issue persists when running it using the DX12 API. Sending the updated SSU.txt file again.

[Hugo_Intel]

Hello HumbertoSilva

Thank you for sharing the information. In this case, we might need to replicate this issue in our lab, so I would like to ask if the issue can be seen anywhere on the game or if any specific scenario or steps need to be followed to reproduce this issue.

Best Regards,

Hugo O.

Intel Customer Support Technician.

[HumbertoSilva]

The issue can be seen at any moment during the game, provided it is run using the DX12 API. The difference between running the game using the DX11 and DX12 APIs is more noticeable when starting the Space Administration HQ mission. I've created two videos showcasing the difference.

https://drive.google.com/drive/folders/1nPS_LgTKVQNU99zKVSrd9d1p1ilJTq2T?usp=sharing

[Andres_Intel]

Hello HumbertoSilva,

Thank you for your clarification and for sharing the videos.

I will start with an investigation to provide you with the next steps, and as soon I have further information I will let you know.

Regards,  

Andres P. 

Intel Customer Support Technician

[HumbertoSilva]

Is there any news about a solution to the problem at hand?

[Andres_Intel]

Hello HumbertoSilva,

What I can let you know at this moment is that we still working on the investigation, and we will start with the issue replication soon, as soon I have the results I will let you know.

We appreciate your patience.

Regards,  

Andres P. 

Intel Customer Support Technician 

[Andres_Intel]

Hello HumbertoSilva,

Thank you for your time.

We still working on your issue replication, as soon I have the results I will let you know.

Regards,  

Andres P. 

Intel Customer Support Technician 

[Andres_Intel]

Hello HumbertoSilva,

Thank you for your all your time and patience.

I want to let you know that we were able to replicate the issue. We seem to have a fix in place in our latest internal drivers as seen in our latest test: https://youtu.be/Aoegx-p5Btk.

Please wait for 2-3 driver releases for the code changes to be included in our public drivers.

Let me know if you have further questions.

Regards,  

Andres P. 

Intel Customer Support Technician 

[HumbertoSilva]

Thank you very much for your attention. I will be eagerly awaiting the release of the driver with the fix. 😁

[Andres_Intel]

Hello HumbertoSilva,

Happy to hear that, so we will close this thread. If you need any additional information, please submit a new question as this thread will no longer be monitored.  

Regards,  

Andres P. 

Intel Customer Support Technician