Intel iRIS Xe - 27.20.100.9466 update installed, games still crash

[eloziomce]

Dear support executives,

I searched the web for help in the constantly occurring crashes of the games. It happened in my case in GTA V and Command&Conquer Remastered. The support claims that the latest driver update resolved the problem, but it did not help - the crashes continue. Please tell me what can be done to solve this problem. Should I send you some logs/data from my registry?

I am looking for hearing from you.

Best regards,

eloziomce

[Alberto_R_Intel]

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

In order for us to provide the most accurate assistance on this topic, we just wanted to confirm a few details about your system:

What is the model of the motherboard?

If this is a laptop, what is the model of it?

Is this a new computer?

Was it working fine before?

When did the issue start?

Did you make any recent hardware/software changes?

This problem does it happen just with GTA V or it happens with all the games?

Which Windows* version are you using?

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, please check all the options in the report including the one that says "3rd party software logs":

https://downloadcenter.intel.com/download/25293/Intel-System-Support-Utility-for-Windows-?product=91600

Any questions, please let me know.

Regards,

Albert R.

Intel Customer Support Technician

[eloziomce]

Dear Albert R.,

My answers are below. Thank you for your help.

What is the model of the motherboard?

Availability Running or Full Power
BIOS F8CN34WW(V1.12), LENOVO - 1
Caption Płyta główna
Chipset Not Available
Date 02.01.2021 01:00 AM
Install Date Not Available
Last Error Code Not Available
Last Error Code Description Not Available
Manufacturer LENOVO
Model Not Available
Part Number Not Available
PNP Device ID Not Available
Power Management Capabilities Not Available
Power Management Supported Not Available
Product LNVNB161216
Serial Number MP1X85BR
Status OK
Version SDK0J40697 WIN

If this is a laptop, what is the model of it?

Laptop - Lenovo ThinkBook 14 G2 ITL

BaseBoard Manufacturer LENOVO
BIOS Mode UEFI
BIOS Version/Date LENOVO F8CN34WW(V1.12) , 01.02.2021 12:00 AM
CD or DVD Not Available
Embedded Controller Version 1.34
Platform Role Mobile
Processor 11th Gen Intel(R) Core(TM) i7-1165G7 @ 2.80GHz , GenuineIntel
Secure Boot State On
SMBIOS Version 3.3
Sound Card Realtek High Definition Audio(SST)
Sound Card Technologia Intel® Smart Sound dla mikrofonów cyfrowych
System Manufacturer LENOVO
System Model 20VD
System SKU LENOVO_MT_20VD_BU_idea_FM_ThinkBook 14 G2 ITL
System Type x64-based PC

Is this a new computer?

Yes.

When did the issue start?

After the game installation.

Did you make any recent hardware/software changes?

I updated the Intel iRIS Xe graphic card driver to version 27.20.100.9466. I hoped that it will solve the game crashing problems.

This problem does it happen just with GTA V or it happens with all the games?

I tried only 2 games: GTA V and Command&Conquer Remastered. In both cases the problem occured. It is very probable that it will happen in case of other games too.

Which Windows* version are you using?

.Net Framework Version 2.0,3.0,3.5,4.0,4.8
Boot Device \Device\HarddiskVolume1
Locale Polska
OS Manufacturer Microsoft Corporation
OS Name Microsoft Windows 10 Pro
Other OS Description Not Available
Page File C:\pagefile.sys
Page File Space 5.75 GB
Physical Memory (Available) 32.63 GB
Physical Memory (Installed) 40 GB
Physical Memory (Total) 39.80 GB
System Directory C:\Windows\system32
Version 10.0.19043 Build 19043
Virtual Memory (Available) 37.98 GB
Virtual Memory (Total) 45.55 GB
Windows Directory C:\Windows

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

Home, games only.

[Alberto_R_Intel]

Hi eloziomce, You are very welcome, thank you very much for providing that information and the SSU report.

Based on the SSU details, we can confirm that the graphics driver currently installed is the Intel® Generic Graphics driver version 27.20.100.9466.

For your information, we always recommend to install the graphics driver provided by the manufacturer of the computer, since that driver was customized by them to work with your specific platform.

I looked in Lenovo's website and the graphics driver they have available is version 27.20.100.8984, please try a clean installation of that driver following the instructions in the links below, look for "Graphics Processing Units (GPU)" tab:

https://pcsupport.lenovo.com/us/en/products/laptops-and-netbooks/thinkbook-series/thinkbook-14-g2-itl/downloads/driver-list/component?name=Graphics%20Processing%20Units%20%28GPU%29

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

If the problem persists after that, then you can try a clean installation this time of the Intel® Beta Generic Graphics driver version 27.20.100.9616:

https://downloadcenter.intel.com/download/30500/Intel-Graphics-BETA-Windows-10-DCH-Drivers

In the following link, you will find the recommended game settings by Intel® for the GTA V game for you to test them as well:
https://gameplay.intel.com/en-us/CPUAndGameSelected/Index/208662/3

Also, we suggest to get in contact directly with Lenovo to make sure the latest BIOS version is installed or to gather the instructions on how to do that, once you get the chance, please let us know the results:

https://support.lenovo.com/us/en/

Regards,

Albert R.

Intel Customer Support Technician

[eloziomce]

Dear Albert,

I followed the proposed steps. After installation of the Intel® Beta Generic Graphics driver the game run correctly for some time. I thought that the problem was solved, but unfortunately, it crashed after 5 minutes of playing.

I am going to ask the Lenovo support for help as instructed.

Thank you for your help. I will let you know about the results.

Best regards,

eloziomce

[Alberto_R_Intel]

Hi eloziomce, You are very welcome, thank you very much for letting us know those results.

We are sorry to hear the problem persisted after installing the Intel® Beta Generic Graphics driver, and yes, the next thing to do will be to get in contact with Lenovo support for further assistance on this matter.

"I will let you know about the results", take your time, once you get the opportunity let us know the outcome.

Regards,

Albert R.

Intel Customer Support Technician

[Alberto_R_Intel]

Hello eloziomce, I just wanted to check if you were able to get in contact directly with Lenovo and if they were able to help you with this case?

Regards,

Albert R.

Intel Customer Support Technician

[Alberto_R_Intel]

Hello eloziomce, Since I have not heard back from you, we are closing the case, but if you have any additional questions, please post them on a new thread so we can further assist you with this matter.

Regards,

Albert R.

Intel Customer Support Technician