Old MMORPG causes monitor to freeze

[sivanjuke]

Hi,
I’ve been using the ASUS Vivobook S14 OLED (2022) to play an old MMORPG called DC Universe Online. The laptop has an Intel i5-12500H, Iris xe graphics and 8gb ram. After 30-60 minutes of gameplay, the screen freezes. When I try to open the task manager to close the game or exit to desktop, the screen starts flickering so I have no choice but to force shut down the laptop. This is the only game that does this. The game worked fine on an older laptop from 2015 so I’m not sure what the problem is.

Thank you.

[AlHill]

Confirm your processor model number.

Doc (not an Intel employee or contractor)
[Maybe Windows 12 will be better]

[sivanjuke]

i5-12500H*
my bad

[Jocelyn_Intel]

Hello, @sivanjuke  

Thank you for posting on the Intel® communities. I will gladly assist you here. 

1. Does this issue happen in other games or only in DC Universe Online? 
2. Does it happen only in the game or do freezes happen in other normal apps as well (E.g. Chrome, Microsoft Word)? 
3. Have you tried your System Manufacturer's driver? 

Best regards,  

Jocelyn M.   

Intel Customer Support Technician. 

[sivanjuke]

Hii
The issue happens in DC Universe Online only. I’ve tried installing the drivers from Asus but the issue still persists

[Jocelyn_Intel]

Hello, @sivanjuke  

Thank you for your reply and the information provided. 

In that case, try a Clean installation of your graphics drivers, using the latest graphics driver. If the issue persists, try this step using the System Manufacturer's driver instead. 

Note #1: Make sure to check you have all the Windows updates before doing the driver installation and doing the clean installation process without internet connection. 

Note #2: We recommend checking with your System Manufacturer and using the driver software provided by them to avoid potential installation incompatibilities. Intel supplies generic versions of Graphics Drivers for general purposes. Computer manufacturers might have changed the features, incorporated customizations, or made other changes to the graphics driver software or software packaging. 

Best regards,  

Jocelyn M.   

Intel Customer Support Technician. 

[sivanjuke]

Sorry for the late reply.

I've tried both methods. The screen now turns black. I can open the task manager but after that the screen does not respond.

[Jocelyn_Intel]

Hello, @sivanjuke  

Thank you for your reply. 

In that case, please attach an Intel SSU report so we can investigate further. Also, please let us know the game store where you bought it and steps to reproduce the issue, if any: 

Intel® System Support Utility (Intel® SSU) for Windows. 

Note: Make sure to mark the box that says "everything" before pressing the Scan button. After that, click on "Next>" and select "Save" and then, attach the .txt file. 

Best regards,  

Jocelyn M.   

Intel Customer Support Technician. 

[sivanjuke]

Hello again.

I downloaded the game from Steam. Attached is the file requested.

[Jocelyn_Intel]

Hello, @sivanjuke  

Thank you for your reply and the new report. 

Please allow me some time to do some research on this. As soon as I have updates, I will let you know. 

Best regards,  

Jocelyn M.   

Intel Customer Support Technician. 

[Jocelyn_Intel]

Hello, @sivanjuke  

Thank you for your time and patience. 

We tried to replicate the issue but it wasn't reproduced, we recommend you to contact the Game Developer for more assistance or reporting this issue. 

Best regards,  

Jocelyn M.   

Intel Customer Support Technician. 

[Jocelyn_Intel]

Hello, @sivanjuke      

I hope you are doing great. 

As we have not heard back from you, we will proceed to close this thread now. I hope you could see my last post. 

If you need any further assistance with other matters, please feel free to contact us back and submit a new question as this thread will no longer be monitored.  

Best regards,  

Jocelyn M.   

Intel Customer Support Technician.