Intel Arc B580 - Experiencing constant freezing/crashing while playing Genshin Impact

[mamidre]

Hi there,

I recently just bought the ASRock Intel Arc B580 Challenger card for my PC. However, I noticed some issues while playing Genshin Impact (unsure if other games are affected).

These are the issues that I have experienced in Genshin Impact on the Intel Arc B580:

1) After installing the game and running it, the graphics settings were set to Lowest settings by default.

2) After setting the graphics settings for the game to High, the game would start freezing and crashing every few minutes. The crashing occurs at random, but I have noticed that it mostly occurs when the game loads a new area after teleporting. Sometimes the game would freeze up but game sounds and keyboard/controller input will still be accepted.

4) I've also noticed some weird graphical glitches in the game such as blue squares and/or black blobs popping up on the map at random.

5) While streaming the game through OBS, the encoder complains that it is overloaded. This occurs after the game freezes up and shows the symptoms as described in (2).

There are some solutions that I have tried to no avail, such as:
- Setting the graphics settings in the game to Medium
- Reinstalling the B580 drivers (through the clean install option and also via DDU)
- Repairing the game files from the launcher
- Updating Windows 11 to the latest patch
- Updating my motherboard BIOS

If useful, below is the specs for my PC:
CPU: AMD Ryzen 5 3600
RAM: 16GB (3200MHz)
GPU: ASRock Challenger Intel Arc B580 (Resizeable BAR enabled)
OS: Windows 11 Pro 24H2 (26100.2605)
Driver version: 32.0.101.6256 (issue also occurs with 6253)

I have attached videos and photos describing my issue in case that is also useful for the bug report.

[spamoconnor]

I have a similar system (r5 3600, 16gb 3200ram, asrock challenger,) and have the same issue with street fighter 6. Did you manage to find a solution?

[Mike_Intel]

Hello mamidre,

Thank you for posting in Intel community Forum.

For me to further check this, please help provide the following details:

1. What is your game launcher?
2. Please provide the specification of your power supply.
3. Please help generate the SSU logs of your system. Kindly open the link below for the steps.

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

@spamoconnor

Please create your own thread so that we can assist you accordingly and gather the details of your system.

If you have questions, please let us know. Thank you.

Best regards,

Michael L.

Intel Customer Support Technician

[mamidre]

Hi Mike, apologies for the late reply.

1) The game launcher is HoYoPlay Launcher

2) My PSU is 520W (Seasonic S12II)

3) I have uploaded the SSU file as requested

[Mike_Intel]

Hello mamidre,

I hope this message finds you well. 

Were you able to check the previous post?

Please let us know if you still need assistance.

Best regards,

Michael L.

Intel Customer Support Technician

[Mike_Intel]

Hello mamidre,

Thank you for the update.

The recommended power supply for Arc Graphics is at least 600 W. Kindly try a higher wattage of a power supply on your system.

You can find that information in the link below:

https://www.intel.com/content/www/us/en/support/articles/000091128/graphics/intel-arc-dedicated-graphics-family.html

If you have questions, please let us know. Thank you.

Best regards,

Michael L.

Intel Customer Support Technician

[mamidre]

Hi Mike,

I have swapped out the 520W PSU with a 750W, did a DDU to completely uninstall the drivers and installed the latest Intel drivers (32.0.101.6257) but the issues still continue.

I have since swapped back to my AMD graphics card since I require my game to run normally at the best quality. However, if you do need me to do more testing please let me know.

[Mike_Intel]

Hello mamidre,

Thank you for the update.

For further investigation, please help provide the following details.

1. Can you share a detailed video of the issue?
2. Please help generate the SSU logs of your system after the update. Please check the link below on how to generate the SSU:

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

If you have questions, please let us know. Thank you.

Best regards,

Michael L.

Intel Customer Support Technician

[Mike_Intel]

Hello mamidre,

I hope this message finds you well. 

Were you able to check the previous post?

Please let us know if you still need assistance.

Best regards,

Michael L.

Intel Customer Support Technician

[mamidre]

Hi Mike,

Appreciate your help.

I have since sold off the card. Please feel free to close this forum thread.

Thanks!

[Mike_Intel]

Hello mamidre,

Thank you for the update.

Since you don't have the card anymore, I need to close this inquiry. 

If you need further assistance, please post a new question as this thread will no longer be monitored. 

Thank you and have a great day. 

Best regards,

Michael L.

Intel Customer Support Technician