Intel Iris XE game crash

[田所浩二]

I used to use the 27.20.100.9126 version of the driver when playing the game War Thunder often crashed and when I use this version（27.20.100.8853） of the driver, it is a little better but it has not been solved, but when I reduce the quality of the graphics, the problem even worse than before

[Victor_G_Intel]

Hello 田所浩二,

Thank you for posting on the Intel® communities.

To better assist you, please provide the following reports and information so we can move forward with your support request.

Intel® System Support Utility (Intel® SSU)

Download link: https://downloadcenter.intel.com/download/25293/Intel-System-Support-Utility-for-Windows-

• Open the application and click on "Scan" to see the system and device information
• By default, Intel® SSU will take you to the "Summary View".  
• Click on the menu where it says "Summary" to change to "Detailed View".  
• To save your scan, click on "Next", then "Save".  

DXDIAG 

• Go to Start > Run or Windows Key + R. 
• On the Run prompt, type "dxdiag" then click OK. 
• On the DirectX Diagnostic Tool window, click on Save All Information. 
• Browse to a folder, type in a filename then click Save. 

Intel® Graphics report

Instructions link:

https://www.intel.com/content/www/us/en/support/articles/000005848/graphics.html

1. Can you please let us know if this problem is exclusively happening with that game War thunder or if any other games have experienced the same issue? If yes, please let us know the names of the games affected.
2. Did you try to reinstall the game or apply any updates if available?
3. Do you remember doing any changes (Hardware/ Software) before the issue started like an OS update or a driver update?
4. Have you tested this behavior with the customized drivers from your motherboard manufacturer’s website?

Important Notes:

• With the graphics report, you don’t have to send reports from both tools just the one you currently use if applicable.
• You can use the option under the reply window to attach the report and any other files to the thread (Drag and drop here or browse files to attach).
• Our support is only provided in English. 
• We may not be able to translate the screenshots attached to the thread. 
• To better assist you, we use a translation tool embedded in this Intel Community.  

I look forward to hearing from you.

Regards,

Victor G.

Intel Technical Support Technician  

[田所浩二]

In warthunder and Far3

[Victor_G_Intel]

Hello 田所浩二,

Thank you for posting on the Intel® communities.

We appreciate the information and reports provided. What we recommend in order for you to attempt to fix this issue is the following:

BIOS

Based on your report we noticed that your BIOS is outdated; therefore, we would like to recommend for you to update it from version 1.1.7 to version 1.2.0.

Note: To obtain instructions on how to successfully complete the update please contact Dell support.

Graphics

We noticed that the current driver that you are using is actually a generic version coming from our end; consequently, we need to inform you that even though a generic driver is always a possibility for systems such as yours, the best driver that you can possibly get will be the customized version coming from Dell’s website, the reason for this is that without the driver being customized, unforeseen issues may occur because your current driver doesn’t have any customization and it’s being run in a highly customized system.

In order to test if the issue persists through customized and generic driver versions please complete a clean installation of the latest original customized driver from Dell and then test your system with it, in the case that the problem persists you can then try with our latest generic driver.

Clean Installation of Intel® Graphics Drivers in Windows® 10 (Instructions)

https://www.intel.com/content/www/us/en/support/articles/000057389/graphics.html

Note: These instructions or with both Dell's driver and our driver.

Latest customized driver (Dell) version 27.20.100.8853, A02

https://www.dell.com/support/home/en-us/product-support/product/inspiron-14-5402-laptop/drivers

Note: To find the driver please follow this path: Manually find a specific driver for your Inspiron 5402/5409 > Find drivers > Category > Video > Intel HD Graphics Driver > Download.

Latest generic driver(Intel) version 27.20.100.9316

https://downloadcenter.intel.com/download/30266/Intel-Graphics-Windows-10-DCH-Drivers

Note: If the installation with the .exe file is unsuccessful you can try one with the .zip version of the driver.

Games

When it comes to both games you need to bear in mind that War Thunder and Far cry 3 were meant to be run back in the day in platforms that used specifically DirectX10 and DirectX9 respectively, and when you run games like these on modern platforms issues may occur because Windows 10 uses only Direct x12 by default, and these games are not games optimized for it; therefore, we would like to recommend the following:

In the link down below, you will find some recommendations to run old games on Windows 10, please try them out and let us know if they made any difference.  

https://www.intel.com/content/www/us/en/support/articles/000030981/graphics.html

I look forward to hearing from you.

Regards,

Victor G.

Intel Technical Support Technician 

Links to third-party sites and references to third-party trademarks are provided for convenience and illustrative purposes only. Unless explicitly stated, Intel® is not responsible for the contents of such links, and no third-party endorsement of Intel or any of its products is implied.

[田所浩二]

After updating the bios, the situation is much better, but sometimes the black screen will be restored after a period of time and the game will show that the driver is restarting

[Victor_G_Intel]

Hello 田所浩二,

Thank you for posting on the Intel® communities.

We are glad to hear that some of our recommendations improve your experience; nonetheless, can you please let us know if you were able to test both drivers successfully? If you did, please share with us the outcome of both tests.

I look forward to hearing from you.

Regards,

Victor G.

Intel Technical Support Technician  

[Victor_G_Intel]

Hello 田所浩二,

Were you able to check the previous post?  

Please let me know if you need further assistance.  

Best regards,

Victor G. 

Intel Technical Support Technician

[Victor_G_Intel]

Hello 田所浩二,

We have not heard back from you.

If you need any additional information, please submit a new question as this thread will no longer be monitored.

Victor G. 

Intel Technical Support Technician