Nuc13Proi5 - Display driver igfx stopped responding and has successfully recovered on old games

[TumKrub]

Hello,

  I have issue with Nuc13Proi5 (iris xe) playing an old online game called "Mu Online" when trying to access some areas in game. Some areas are working fine and have no crash, some areas will randomly crash, and others certainly have issue after running for 5 - 20 minutes game will turn black screen and close itself. I have checked in event viewer found the message "igfx stopped responding...". No bluescreen appear.

details with no attachments.

- Temperature is around 50 - 60 C. (observed by HWInfo)

- Regardless of Normal or Efficiency mode of application, game still crash.

- Regardless of number of instances (1 or more), game will crash all instances together.

- Game working fine with Nvidia dedicate card (1650 mobile on laptop and 1660 super on desktop) and AMD igpu (amd radeon vega 8 on laptop) even outdated driver.

Also, the game seems to have nearly double shared video memory usage for each instance ( 0.9 - 1 GB ) on my NUC compared to laptop (nvidia) and desktop (nvidia) which use only 0.4-0.5 per instance.

Please see attachments of Nuc13Proi5 for more details

Best regard,

[DeividA_Intel]

Hello TumKrub,  

Thank you for posting on the Intel® communities. I want to understand what happened just as much as you do. 

Based on your troubleshooting and your report, I would recommend you reinstall this game to confirm if the issue persists. If the crashes persist, let me know so I can proceed with a proper investigation of this behavior.

If possible, attach the report from the Report for Intel® Graphics Drivers:  

• https://www.intel.com/content/www/us/en/support/articles/000005848/graphics.html 

Best regards, 

Deivid A.  

Intel Customer Support Technician 

[TumKrub]

Hello,

  resinstalled game and still crash. I attached additional report.

[DeividA_Intel]

Hello TumKrub, 

Thank you for the information provided  

I will proceed to check the issue internally and post back soon with more details. 

Best regards, 

Deivid A.  

Intel Customer Support Technician 

[DeividA_Intel]

Hello TumKrub, 

Thanks for your patience. To complement the information you have provided me, I would appreciate it if you share a short video where I can see the issue you described.

I will be waiting for your next response.

Regards,  

Deivid A.  

Intel Customer Support Technician  

[TumKrub]

Hello,

     I have trimmed video length to skip and reduce video size. Please see attached file.

[DeividA_Intel]

Hello TumKrub, 

Thanks for the video, this helps me to have a better view of this issue with the game. I will continue with the investigation and as soon as I have any findings I will let you know.  

Regards,  

Deivid A. 

Intel Customer Support Technician

[DeividA_Intel]

Hello TumKrub, 

Thanks for your patience. I would like to let you know that I have tested this game with the same driver and specifications for over 1 hour and worked fine.

Based on the previous statement, I would like to confirm:

1. Are you having issues with other games? Or, is it only this one?

2. Have you checked this issue with the game developer?

Regards,  

Deivid A.  

Intel Customer Support Technician 

[TumKrub]

Hello,

     Standing in the town will not cause game to crash. Normally, playing this game will need to go into higher level map which some maps have more video effects.

     1. not many games I test, but MU is only one I have issue with.

     2. I already check with game developer, and they suggested to re-install the game, but issue still persists.

     Is Intel UHD same as Iris Xe ? Nuc13 is Iris Xe.

[DeividA_Intel]

Hello TumKrub, 

Thanks for the confirmation. For the test we used a NUC environment, however, we will try to use a closer environment next time.

Also, to make sure we will get the same results, can you let me know the part of the map/zone needed to experience these crashes and the level needed as well?

Thanks for your comprehension.

Regards,  

Deivid A.  

Intel Customer Support Technician

[TumKrub]

Hello,
For examples
- Aida lv 150
- Tarken 2 level 120
- High level map onward

Additionally, I connect NUC using Remote Desktop and run the game inside it.

[DeividA_Intel]

Hello TumKrub, 

Thanks for the information. I will continue with the investigation using the new details provided. I will get back to you once I have any additional steps. 

Best regards, 

Deivid A.  

Intel Customer Support Technician 

[DeividA_Intel]

Hello TumKrub, 

I would like to clarify the information I gave you earlier. For this test, an Intel® NUC 13 Pro Kit (NUC13ANHi5) was used, the difference was the RAM. 

If 2 SO-DIMMs are installed it shows as Iris Graphics but if just 1 SO-DIMM is installed it shows as UHD Graphics, like in the picture I shared. Also, I would like to confirm if the issue is only present when using a remote desktop or not.

I will be waiting for your confirmation.

Best regards, 

Deivid A.  

Intel Customer Support Technician 

[TumKrub]

Hello DeividA_Intel,

     I have tested running without remote desktop in a few days ago and it seems to have no issues (~30 mins). I often run MU in Remote Desktop mode because I don't have a spare monitor and it doesn't need to plug in/out HDMI cable between two machines.

    For Remote Desktop, I can confirm that I get message "igfx stopped responding ..." in event viewer after running the game in higher area level / area with high effect for 5-20 minutes then crash into black screen and auto close itself. Even staying in low effect area (such as town or low level area, sometimes it still crashes. Event Viewer for igfx error not giving any info for the cause.

    PC  -> Remote Desktop -> NUC13i5Pro  -> Games on NUC -> 5-20 minutes before crash

[DeividA_Intel]

Hello TumKrub, 

Thanks for the confirmation. This issue seems related to a compatibility issue between the game and the "Remote Desktop" feature/tool. I will check internally to confirm if there are any steps for this issue.

Best regards, 

Deivid A.  

Intel Customer Support Technician 

[DeividA_Intel]

Hello TumKrub, 

Thanks for your time. Based on the investigation performed and the information you have provided, this issue seems to be caused by the Remote Desktop tool. I recommend you check with the Remote Desktop tool for compatibility issues or the game developer for further support. 

Please keep in mind that this thread will no longer be monitored by Intel.  

Regards,  

Deivid A.  

Intel Customer Support Technician