Intel(R) Iris(R) Xe Graphics freezes isuess

[Dejva]

Laptop model: **Lenovo LOQ 15IRH8**

Specs:

Screen:15.6" 144Hz IPS (1920x1080)

CPU: Intel Core i5-13500H 12-core

RAM: 16GB DDR5

GPU: NVIDIA GeForce RTX 4060 8GB GDDR6 (MUX Switch)

SSD: 512GB

Hi, 2 days back I bought this laptop and I have a problem with it .

The thing is, when I turn on a game I've been playing for like an hour/two, the game runs perfectly fine the whole time, then I turn it off and go to do something online (watch YouTube, movie, Twitch, write, surf the internet) and I want to take my laptop to bed and it starts to chop like this (only the image freezes completely, but the sounds and mouse go on, just only the image don't respond. ) and it does it even when I unplug it from the charger and even when it's on the charger, when I restart the laptop it runs fine and doesn't chop, but as soon as I turn the game on and then off again it's exactly the same.

Video here : https://www.youtube.com/watch?v=6o4zQfY7W6c&ab_channel=Dejvos

And when I switch to "nvidia gpu only" in Nvidia control panel, it runs without any problem.

Temperatures are fine. I checked them. I'm using lenovo Vantage and I have balance + "Turn on Legion AI Engine+ to automatically detect gaming and tune CPU/GPU performance. It only works when the correct power adapter is connected. Computer temperature and fan noise may increase." I did even an hour and a half scan through Lenovo Diagnostics Evolution and everything was fine, I really don't know what to do anymore. I have balanced power mode set and whenever the laptop is underused (Watching YouTube, Movie, Twitch, typing surfing the internet) it just stutters and freezes, as soon as the laptop gets more load it runs fine. When I'm on the internet and watching some movies, streams, my iGPU is used around 20%, but as soon as the picture cuts, the iGPU drops to 0% and then goes back to 20-30% and so on and so on. And if I turn on just the dedicated card for now (Because when I turn on just the dedicated card, the picture doesn't freeze), but the batteries drain 90% faster

[ACarmona_Intel]

Hello Dejva,

Thank you for posting in our communities.

Please generate an SSU report to help me further analyze important details on your system, such as the OS build number, graphics driver version, errors logged in the system, etc. To generate the SSU report, please refer to the article How to get the Intel® System Support Utility Logs on Windows*. Please send us the generated SSU.txt file.

Thank you, and have a great day ahead!

Best regards,

Carmona A.

Intel Customer Support Technician

[ACarmona_Intel]

Hello Dejva,

We are checking in with you to see if you already have your SSU, so we can further isolate our issue. 

Thank you, and have a great day! 

Best regards, 

Carmona A.

Intel Customer Support Technician

[Dejva]

Hi, thank you for your reply. I am sending the generated SSU.txt file.

[ACarmona_Intel]

Hello Mcappleman,

Thank you so much for the response. 

Based on my research, these are the possible reasons why freezing issues occur in a system.

• Overheating (However, based on your response, your system does not show overheating signs.)
• Maximum Utilization:
  • Examine the Task Manager to see if anything is being used at continuous 100% capacity.
  • Use the Windows* search bar on your system and type Task Manager
  • Click More details.
  • Under Processes, watch usage by CPU, memory, Disk, network, or GPU.  
  • Close the application that is causing high usage, and see if the issue goes away.
• CPU reaches 100% of usage. Refer to how to fix high CPU usage.
• Drivers are not updated. (Upon checking your system, the graphics driver is already updated.).
  • However, please try the Lenovo drivers and check if the issue still persists.
  • If it does, please try to clean install your graphics driver using DDU, then install again the latest driver from Intel.
• The Windows operating system needs to be updated. (Check if there are any Windows updates on your system.)
• Windows operating system could be corrupted, refer to Use the System File Checker tool to repair missing or corrupted system files from Microsoft to check if your system has corrupted files. 

If the issue still persists, we recommend that you reach out to your Lenovo for further assistance.

And for for your reference, you may also check out this link:  Tips for the Random System Freezing Issue

Thank you, and have a great day ahead!

Best regards,

Carmona A.

Intel Customer Support Technician