NBA 2K25 crash Intel arc 140v

[Cosmo135]

Getting a desktop crash when I try to play my career mode in 2k at basically any graphics settings on my MSI claw 7 ai+. No error code just clean crash to desktop. I'm running latest Intel drivers as well.. any ideas?

[JeanetteC_Intel]

Hello Cosmo135,

Thank you for posting in Intel Communities.

Before I proceed with an internal review, it would be very helpful to gather more details about your system. Could you confirm if this is the device you have: https://www.msi.com/Handheld/Claw-7-AI-Plus-A2VMX? If not, please provide the correct product link.

Additionally, please check and let us know the current BIOS version and graphics drivers currently installed.

I look forward to your response.

Best regards,

JeanetteC.

Intel® Customer Support Technician

[Cosmo135]

Hello,

That is the correct device. I am using the following versions:

Bios: E1T42IMS.10B

Graphics: 32.0.101.6881

Let me know if you need more information. Thank you!

[JeanetteC_Intel]

Hello Cosmo135,

Thank you for confirming and sharing this crucial information. I will investigate this internally and update you as soon as it is available.

Best regards,

JeanetteC.

Intel Customer Support Technician

[JeanetteC_Intel]

Hello Cosmo135,

Please help share the additional details below, that will be needed for further investigation:

Is the game previously running fine and only have the issue recently?

• If yes, any recent changes before the issue?
• If no, any other game(s) that has issue with the recent

Can you try to clean install older drivers?

• 32.0.101.6877
• 32.0.101.6876

I look forward to your response.

Best regards,

JeanetteC.

Intel Customer Support Technician

[Cosmo135]

I have used the 6877 driver with the same problems. I just received the device so unfortunately I have not had the game in a working state. I can try 6876 after work today.

[Cosmo135]

Same issue with those drivers. On the latest driver I've been getting this error

[VonM_Intel]

Hello Cosmo135,

Thank you for the detailed update and for confirming your BIOS and driver versions. 

The error code, 0x887A0006 typically points to a GPU device removal issue, which could be tied to driver behavior, system stability, or power management. To help us dig deeper and isolate the root cause, could you please provide the following information:

1. Have you tested other game modes or titles? If so, do they exhibit similar crashes or instability?

2. What are your current in-game graphics settings (resolution, DX version, frame limiter, etc.) for NBA 2K25?
3. Have you tried running the game in windowed vs full-screen mode, and if so, does that affect stability?

Once we have that information, we’ll be in a stronger position to replicate and address the issue

Best regards,

Von M.

Intel Customer Support Technician

[Cosmo135]

Hello,

1) I have no other issues in any other games I have tried to play on the device. Starfield runs fine, cyberpunk runs fine, Madden 25 runs fine, etc. no other errors like this.

2) I have tried a combination of nearly all settings. I have tried all low settings as well as medium settings at 1080p and 720p resolutions. Ray tracing is always off. I have had my frame rate capped at 60 fps using vsync because I've had issues in the past going above 60 fps in this game (on another PC). I have also tried leaving the frame rate uncapped and that still leads to the same crash. As far as I know this game only uses direct x12?

3) the game only has options for windowed or windowed borderless and I have tried both options with the same crash occuring.

Thanks!

[VonM_Intel]

Hello Cosmo135,

It's clear you've performed extensive troubleshooting across various settings and configurations, and I appreciate the time and effort you've invested in isolating this issue. The fact that other demanding titles, such as Starfield, Cyberpunk 2077, and Madden 25 run without issue strongly suggests the problem is isolated to this specific game. Given the persistent crash despite your adjustments, I may need to dig deeper into driver behavior, Windows OS build, or possible software conflicts. 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.

Best regards,

Von M.

Intel Customer Support Technician

[Cosmo135]

Okay I will run that tool after work today and post the results.

I'm running the latest windows 11 24h2. From other posts I have seen this definitely looks to be a driver issue. AMD and Nvidia both had this same sort of error that seemed to be resolved with a new driver release. Here is the posts for reference:

https://steamcommunity.com/app/2878980/discussions/0/6679490060456044358/?ctp=9#c601902145259710784

[JeanetteC_Intel]

Hello Cosmo135,

Thank you for providing the reference link. We look forward to receiving the SSU log file we requested so we can continue with the investigation.

Best regards,

JeanetteC.

Intel Customer Support Technician

[Cosmo135]

Here are my ssu logs. 

[JeanetteC_Intel]

Hello Cosmo135,

Thank you for providing your SSU log file. I'll review it internally and will post an update once available.

Best regards

JeanetteC.

Intel Customer Support Technician

[Cosmo135]

Thank you!!

[JeanetteC_Intel]

Hello Cosmo135,

To help us troubleshoot the issue further, please answer the following questions:

1. Which digital platform are you using to play NBA 2K25? According to our information, the game is available for download on Xbox and Steam.
2. Does the crashing occur during specific scenarios, or does it happen regardless of your actions, or does it crash immediately upon launching the game?
3. If the issue arises only during gameplay, please provide a screenshot of the game settings so we can try to replicate the problem.
4. If possible, please obtain the dump/log files if they are available. Refer to this thread: "Need help? Reporting a bug or issue with Arc GPU? - PLEASE READ THIS FIRST!" and follow the instructions for crashing/freezing issues/BSOD.

I look forward to your response.

Best regards

JeanetteC.

Intel Customer Support Technician

[Cosmo135]

Hello,

1) I am using steam.

2) The game seems to run fine at the menu. It will crash when i attempt to play a mycareer game. the crash sometimes occurs right away and sometimes after playing for 10-15 minutes within a single game. 

3) I am running the medium settings preset with ray tracing off

4) Here is a link to my dump files from the provided link:

https://drive.google.com/uc?export=download&id=1FJ_ykFfLkJMZmrzoGz53__MipdGY_cDN 

Thanks!

[JeanetteC_Intel]

Hello Cosmo135,

Thank you for sharing these essential details. I will look into the issue further and provide an update at the earliest opportunity.

Best regards,

JeanetteC.

Intel Customer Support Technician

[Cosmo135]

Thank you!!

[Cosmo135]

Any updates on this?

[JeanetteC_Intel]

Hello Cosmo135,

After reviewing this internally, since the MSI Claw 7 AI+ is a prebuilt system (Copilot+ handheld) with custom firmware, BIOS power profiles, thermals, and GPU tuning, MSI should be your primary contact for support regarding game stability, crashes, and system-level behavior. Please reach out to MSI for assistance.

Best regards,

JeanetteC.

Intel Customer Support Technician