Iris Xe stutters in Hearthstone

[Steve281882]

Hello, I have a laptop with Intel Iris Xe 80. Bought less than a month ago. I noticed that there are fps drops (stutters) in the Hearthstone game. They're not that frequent, but it's still pretty noticeable. At the same time, the Iris Xe and the processor itself are only about 30-40% loaded. I have 16GB of operational memory installed in dual-channel mode. I did a clean install of the newest 6632 driver using DDU and it didn't solve the problem. I don't play other games, so I can't tell if there is such a problem in them. Regarding the power supply circuits, only "balanced" is available. FPS drops are present even when the laptop is powered. The problem has been present since I bought the laptop, so I can't say how long it's been present. I have Windows 10

[DhannielM_Intel]

Hello Steve281882,

Thank you for sharing your concerns about your Iris Xe with the community. To better understand and investigate the issue, I have a few questions:

1. Could you provide the exact model of your laptop?
2. Have you tried using the drivers provided by your laptop manufacturer for testing?
3. Have you attempted to roll back to at least three different driver versions for testing purposes?
4. Could you share your full in-game display and graphics settings?
5. Is your charger plugged into your laptop while you're playing?
6. Does the stuttering occur right when you start playing the game, or does it happen after you've been playing for a while?

Also, to better understand your entire system information, please use the System Support Utility (SSU). This will generate a text file that compiles all your system information. You can follow this link for instructions and send the text file here: Help Guide for the Intel® System Support Utility

Best regards,

Dhanniel M.

Intel Customer Support Technician

[Steve281882]

Hello Dhanniel M. 
1. Infinix INBOOK Y3 Plus (YL512) with I5-1235U 16gb
2. Yes, I downloaded all the drivers provided on the manufacturer's website.
3. Yes, I tested the 23-year-old driver that was installed initially, and I also tested the 2 latest released drivers.
4. The resolution is 1920x1080. The graphics quality is minimal. Although, these stutters do not depend on graphics settings.
5. I've tried both with and without the charger inserted. In addition, I also tried to increase the power limits, but this only increased the heat.
6. They are there both when I start playing and after I have been playing for a long time.

[DhannielM_Intel]

Hello Steve281882,

I've reviewed the information you've provided, and before proceeding with further investigation, I would like to request one additional step from you. Please download and install the CapframeX application. This tool will help capture the FPS and any stuttering occurring while you play a game. To download and install it, please follow the steps outlined in the "Performance" section of this link: https://community.intel.com/t5/Intel-ARC-Graphics/Need-help-Reporting-a-bug-or-issue-with-Arc-GPU-PLEASE-READ-THIS/m-p/1494429#M5057

Please run the gameplay for at least 5-10 minutes to ensure a more comprehensive data capture.

Best regards,

Dhanniel M.

Intel Customer Support Technician

[Steve281882]

Hello Dhanniel M.
I've already tried playing with RivaTuner by limiting the frame rate to 60 frames per second. And it didn't help me get rid of the stutters. As for CapFrameX, I do everything according to the instructions, but the program does not create a Configuration folder at this step. (4.Launch CapFrameX and then close it. This is so it creates the user Configuration folder)

[DhannielM_Intel]

Hi Steve281882,

It's okay if the Configuration Folder wasn't created automatically. Please try creating one manually and place the attached OverlayEntryConfiguration_0.json file into the link I provided. Afterward, launch CapframeX and record the game's FPS for at least 5-10 minutes. You can set the keybind in the "Capture" section of the application, where you can also specify the recording duration. If you set it to five minutes, remember that the time is in seconds, so it will be 300 seconds. Once you press the keybind to start recording, it will automatically stop at the time you specified.

Best regards,

Dhanniel M.

Intel Customer Support Technician

[Steve281882]

Hello Dhanniel M. 
I can't upload a json file here, so I uploaded it to Google Drive. 
https://drive.google.com/file/d/1UlcLKX_yIUykI2uA1yABGkj0_v_ttEoI/view?usp=share_link

[RandyT_Intel]

Hi Steve281882,

Thank you for sharing these files. We will check and review the file as part of our investigation. If we need more information or once our investigation is completed, we will get back to you.

Regards,

Randy T.

Intel Customer Support Technician

[DhannielM_Intel]

Hi Steve281882,

Thank you for sharing the CapframeX data with me. I would like to ask if you could roll back to your OEM driver. I found the driver on your laptop manufacturer's website, which directs you to this link: Carlcare Drivers Download. Please enter your serial number or use method two to identify the appropriate driver for your system. It appears that the driver was dated on March 15, 2024.

After downloading, please follow these steps for a clean manual installation:

1. Disconnect from the internet to make sure the driver will not be automatically updated by Windows.
2. Go back to the Intel Graphics entry in the Device Manager.
3. Right-click Intel Graphics and click Uninstall.
   1. In the device removal dialog box, check Delete the driver software for this device and click OK.
4. Restart the computer after the uninstallation is complete.
5. Open the Device Manager.
6. Expand the Display adapters section again.
   1. If no older drivers are stored in the system, the graphics controller in Device Manager should now be listed as Microsoft Basic Display Adapter, Standard VGA Graphics Adapter or similar. If not, repeat steps 2 through 5.
7. Reboot the computer when prompted.

Execute Clean installation of driver:

1. Click the .exe to initiate the driver installation.
2. Agree to the Intel Software License Agreement.
3. Click the customize installation, and click the checkbox to Execute a clean installation.
   1. A clean installation removes all old drivers and restores Intel settings to the default value
4. Click Start to begin the install.
5. Reboot the system if prompted.

After doing the following above, please do capture the FPS again using CapframeX and let me know what will be the outcome.

Best regards,

Dhanniel M.

Intel Customer Support Technician

[Steve281882]

Hello Dhanniel M. I uploaded a json file to Google Drive.

After installing the driver from the manufacturer's website, I received version 31.0.101.4575  11.07.2023

https://drive.google.com/file/d/17VnbdrmVjKXoJyu7zpWAkr0RHxNdINoy/view?usp=drive_link

[DhannielM_Intel]

Hi Steve281882,

I reviewed the additional CapframeX data you provided, and it appears that the stuttering issue persists. I will conduct a further investigation into Hearthstone's performance to address this problem. I will update you as soon as possible.

Best regards,

Dhanniel M.

Intel Customer Support Technician

[DhannielM_Intel]

Hi Steve281882,

Thank you for your patience. I have an update for you. During my observation and investigation, I noticed stuttering occurring during both the cinematic and gameplay phases. I will conduct a thorough investigation into this issue and provide you with another update as soon as possible.

Best regards,

Dhanniel M.

Intel Customer Support Technician