Intel iRIS Xe

[Praheel]

Hi so I just updated my integrated graphics card to the latest version and when I play Fortnite it crashes. I can't take the fortnite crash screenshot because it freezes. I did contact Epic for these and they said the problem was in my driver for the integrated one. 

Anyone any ideas what is wrong?

[VonM_Intel]

Hi Praheel,

Thank you for posting in our Community and sharing the details of the issue you're experiencing with Fortnite crashing after updating your Intel® Iris® Xe Graphics driver. It’s possible the problem may be related to the latest graphics driver version or a compatibility conflict. To proceed efficiently, I’d like to gather some key information to better isolate the root cause:

1. What version of Fortnite are you currently running (DirectX 11, 12, or Performance Mode)?
2. Are you using any third-party performance boosters or overlays (e.g., Discord, MSI Afterburner, etc.) that may conflict with the graphics pipeline?
3. Did the game crash immediately after launch, during gameplay, or when performing specific in-game actions?
4. Have you performed a clean installation of the driver using the Intel® Driver & Support Assistant or manually via the .zip/.exe installer?
5. When Fortnite crashes, do you notice any specific error messages or codes? If possible, please try to capture a screenshot of the error screen, the additional detail could significantly aid in our troubleshooting.

Additionally, I'd like to delve deeper and verify specifics like the graphics models, precise driver versions, and any system errors. Utilizing the Intel SSU tool will enable me to collect detailed information about your system setup, which could aid in identifying the underlying cause of this issue. For your privacy and security, I have already sent you an email to collect the SSU reports. Once I receive the logs, I can investigate further and provide better assistance. If you have done any other tests, please let me know the details so we don't cover the same ground twice

Have a nice day!

Best regards,

Von M.

Intel Customer Support Technician

[Praheel]

Hello Sir
I have a a budget laptop, but fortnite ran smoothly. So recently with update it crashed, I'm running in performance mode and I don't use boosters or overlays. The game starts normal and when I go in the lobby it crashes, sometimes when I'm into the game like 2mins and it crashes, I've shared it to Epic they said its the graphics issue. I have attached images in the message earlier that showed the graphics error. I have completely uninstall the drivers and did fresh install and still it crashes

[VonM_Intel]

Hi Praheel,

I understand that you have a laptop. Since this is an OEM original equipment manufacturer device, please take into consideration that our support may be limited since we are not familiar with the technology, settings, customizations, custom drivers, and features that the OEM has designed and installed your system, nevertheless, I will do my best to assist you with your concern. I’d like to take a closer look at your system configuration to better understand the root cause of the issue. Specifically, I’d like to verify details such as your graphics hardware, exact driver versions, and any relevant system errors. To facilitate this, I’ve sent you an email requesting the Intel SSU report, which will provide a comprehensive snapshot of your system setup while maintaining your privacy and security.

Once I receive the SSU logs, I’ll be able to conduct a more targeted analysis and offer more accurate guidance.

Additionally, we’ve received similar reports from other users experiencing Fortnite crashing issues after updating their graphics drivers to the latest version. To help us investigate this further and provide you with the most effective troubleshooting steps, could you please let us know if you’ve encountered any specific error messages or codes during the crash? If available, a screenshot of the error screen would be extremely helpful in narrowing down the root cause. 

Best regards,

Von M.

Intel Customer Support Technician

[Praheel]

Sir this is the report you asked for

[Praheel]

I just played and it crashed

[VonM_Intel]

Hi Praheel,

I appreciate you sending over the report so quickly and taking the time to reproduce the issue. That really helps. I had a look at the SSU logs and the screenshots you shared. Looks like your current graphics driver is outdated. I’d strongly recommend updating it to the latest version that we have, which is the 32.0.101.6881. Before you do that, though, be sure to use Intel’s DDU tool to execute a clean uninstallation of the existing driver, which’ll help avoid any conflicts during the new install.

Let me know how it goes or if you run into anything else.

Best regards,

Von M.

Intel Customer Support Technician

[Praheel]

Yes I had them to the latest driver update that is when it crashes. When it's on the old drivers fortnite doesn't crash that's the reason I reverted to the old one. And yes I did update it a week ago before reverting. Even in the latest update it crashed

[VonM_Intel]

Hi Praheel,

Thanks so much for the follow-up, and I really appreciate the detailed context you've shared. I will need to do further research on this matter and post the response on this thread once available.

Best regards,

Von M.

Intel Customer Support Technician

[Praheel]

Yes please I'll wait for your update. Thank you

[Earl_Intel]

Hi Praheel,

I've successfully replicated the issue and confirmed that it occurs when using the latest graphics driver version 32.0.101.6881.

To assist with further investigation and help identify a stable configuration, can you share us the specific graphics driver version you currently using that does not result in crashes while playing Fortnite.

Best regards,

Earl E.

Intel Customer Support Technician

[Praheel]

Version: 31.0.101.5186

Date: 18/01/2024

[VonM_Intel]

Hi Praheel,

Thank you for sharing the specific graphics driver version you're currently using, which appears to resolve the crashing issue while playing Fortnite. In the meantime, I’ll conduct further research on this matter and will provide an update on this thread as soon as more information becomes available.

Best regards,

Von M.

Intel Customer Support Technician

[Praheel]

Thank you, I'll wait

[VonM_Intel]

Hi Praheel,

Thank you for your continued patience. 

After conducting internal testing, we’ve found that the game performs properly when using an older graphics driver version. At this time, we recommend continuing to use the working driver version and refraining from updating to the latest graphics driver, as we are still actively investigating the intermittent issue you reported with the newer release.

We understand how important a stable gaming experience is, and we appreciate your understanding while we work toward a long-term solution.

Best regards,

Von M.

Intel Customer Support Technician

[Praheel]

Yes please I'd appreciate the fix soon, Thank you.

[VonM_Intel]

Hi Praheel,

Thank you for your patience. I completely understand the urgency and appreciate your cooperation.

Rest assured, we're actively working on this and will provide an update or resolution as soon as possible. In the meantime, I’ll conduct further research on this matter and will provide an update on this thread as soon as more information becomes available.

Best regards,

Von M.

Intel Customer Support Technician

[VonM_Intel]

Hi Praheel,

Thank you again for your patience and for sharing detailed information regarding the issue you're encountering. We’ve attempted to replicate the problem on our end using a similar setup; however, the behavior appears to be intermittent, which is making it difficult for us to fully investigate and pinpoint the root cause at this time. 

To assist us further with our investigation, we kindly request the following files from your system:

• Event Viewer Logs: Please export both the “Application” and “System” logs.

• Dump Files: If available, kindly follow the instructions in this link to gather the relevant files: https://community.intel.com/t5/Intel-ARC-Graphics/Need-help-Reporting-a-bug-or-issue-with-Arc-GPU-PLEASE-READ-THIS/m-p/1494429#M5057and

• DXDiag Report: This will help us understand your system environment and driver configuration.

Additionally, please confirm whether you are currently using Intel Graphics Driver version 32.0.101.6881. If not, we recommend updating to our latest WHQL-certified driver, version 32.0.101.6913, to see if the issue persists with this release. If possible, we’d also appreciate it if you could provide a short screen recording of the issue, as this would offer valuable context for our engineering team. 

Additionally, we’ve sent you a private email regarding this request. I believe that gathering more detailed information directly from you will help us resolve the issue more effectively.

We truly appreciate your cooperation and understanding. Once we receive the requested logs and files, we’ll continue with a deeper analysis to help bring this to a resolution.

Best regards,

Von M.

Intel Customer Support Technician

[Praheel]

Hi, I apologise for the late reply.  Here are the files you have requested and apologies I couldn't find dump files. Im still using the old gra[hics, please be corrected it is version; 31.0.101.5186. I will try to upfdate to the latest version soon and update. 

[VonM_Intel]

Hello Praheel,

Thank you for getting back to us, and no worries at all about the delay. I appreciate you taking the time to respond. Thank you as well for sharing the requested files and clarifying the graphics driver version. Noted that you're currently using version 31.0.101.5186. Once you’ve had the chance to update to the latest driver, feel free to share any updates or observations, and we’ll be happy to continue assisting from there.

Best regards,

Von M.

Intel Customer Support Technician

[Praheel]

Hey
So I've updated the drivers to the latest version. I have played two games in Fortnite uptill now. I have not experienced any crashes yet, but I'm not having a smooth gameplay. I have two videos, you'll see the frame dropping. In my previous graphics driver version, I had a smooth gameplay, only when I had high pings mostly at around 800+ then I will experience network glitches but now it's a lot.
I will still test this new driver update, and provide details later on.

P.s. I can't send the video it's too big in size and the limit is 23mb. Any other way I can provide those 2 videos? Their combined size is 353mb.