Problem whit Kingdom Hearts on MSI Claw

[Kaim]

Hello, I have a problem whit Kingdom Hearts 1.5+2.5 and Kingdom Hearts 2.8 (Steam Versions), all the FMV appear on screen with a single green and grey spot, you can't see or distinguish anything. this last problem extends to all the games of KH1.5+2.5 and 2
8 but only in Chain of Memories i have the problem of the predominantly black screen and it's not playable. MSI CLAW Intel Core Ultra 7 16GB. I've updated the drivers (at this moment 32.0.101.5971) but it's still the same. i've unlocked the framerate and disabled vertical sync as advised above but it's not useful for me. Any ideas?

[JeanetteC_Intel]

Hello Kaim,

Thank you for posting in Intel Communities.

Based on your post, it is best to coordinate this with our team for further investigation. Before I do so, It would be a great help if we could get more information about your system. Please confirm if this is the actual system device that you have. https://www.msi.com/Handheld/Claw-A1MX/Specification If not, please provide the exact product link.

Additionally, please check and share the current BIOS version installed.

I will wait for your reply.

Best regards,

Jeanette C.

Intel® Customer Support Technician

[Kaim]

Hi Jeanette,

Thanks for trying to help me with this problem. The exact version of the device is:
MSI CLAW A1M-085ES Intel Core Ultra 7 processor 155H, 16GB RAM LPDDR5-6400, 512GB NVMe SSD.
BIOS: E1T41IMS.10A
DRIVERS: 32.0.101.5972

I look forward to your kind reply, thank you.

[Kaim]

Hi Jeanette,

Thanks for trying to help me with this problem. 

The exact version of the device is the same as your link, MSI CLAW A1M, I7 Ultra, 16GB RAM. 512GB SSD.

The BIOS is the latest one provided by MSI: E1T41IMS.10A.

For the Drivers I have the latest ones provided by Intel:  32.0.101.5972.

I look forward to your kind reply, thank you.

[Kaim]

Hi Jeanette,
Thanks for trying to help me with this problem. 
The exact version of the device is the same as your link, MSI CLAW A1M, I7 Ultra, 16GB RAM. 512GB SSD.
The BIOS is the latest one provided by MSI: E1T41IMS.10A.
For the Drivers I have the latest ones provided by Intel:  32.0.101.5972.
 
I look forward to your kind reply, thank you.

[Kaim]

Hi Jeanette,
Thanks for trying to help me with this problem. 
The exact version of the device is the same as your link, MSI CLAW A1M, I7 Ultra, 16GB RAM. 512GB SSD.
The BIOS is the latest one provided by MSI: E1T41IMS.10A.
For the Drivers I have the latest ones provided by Intel:  32.0.101.5972.
 
I look forward to your kind reply, thank you.

[JeanetteC_Intel]

Hello Kaim,

Thank you for the details you shared. I understand that the latest graphics driver (32.0.101.5972) is having issues. I therefore recommend installing the latest customized drivers from MSI (version 31.0.101.5590). If the issue persists, you may try the previous Intel® Graphics Driver 32.0.101.5768 since the last two newer versions still have an issue.

Let me know how it goes.

Best regards,

Jeanette C.

Intel® Customer Support Technician

[Kaim]

Hello Jeanette,

Before installing the latest Intel drivers (32.0.101.5972) I had tried to get the game to work with the official MSI Drivers (32.0.101.5590), that's why I installed them, to see if directly with the latest drivers the problem would be solved but without success. Now I have tried with the driver that you recommend (32.0.101.5768) and nothing, we are still the same, all the games included in the compilation work but when there is an FMV I only see grey and green spots like the photo I attached, the sound is correct. I don't know if the problem is the format of the FMV themselves that perhaps use an old video format but, other machines, play them without problems. I appreciate your help, I await a response from you. Thank you.

[JeanetteC_Intel]

Hello Kaim,

Thank you for sharing this update. I'll check on this further and will post an update once it's available.

Best regards,

JeanetteC.

Intel® Customer Support Technician

[Kaim]

Hello Jeanette,

Thank you very much for trying to help me, I will wait for news about this problem, I hope it can be solved in some way.

[RobinRomarate]

Hi, I'm replying to this thread so I can be updated as well.

I encountered the exact same problem on my MSI Claw A1M Core Ultra 5 variant with all drivers updated to the latest version.

Posted this issue as well on the Steam discussions page but haven't gotten any fixes yet

Thanks!

[JeanetteC_Intel]

Hello RobinRomarate,

Thank you for posting in Intel Communities.

I understand that you are facing exactly the same problem with your MSI Claw A1M Core Ultra 5 variant. However, I kindly request that you create a new thread for your case. This will allow us to focus on your specific problem and provide you with better assistance.  

Sincerely,

JeanetteC.

Intel Customer Support Technician

[JeanetteC_Intel]

Hello Kaim,

Good day to you.

I am still working on this case and would like you to try the latest Intel® Graphics Driver 32.0.101.6078 for Intel® Core™ Ultra Processors with Intel® Arc™ Graphics. I highly recommend proceeding with a clean installation of this driver version.

If done with the suggestion above and still getting the same issue, please download the Intel® System Support Utility for Windows* software. When the download is complete, launch SSU.exe.

• Scan: Check the box Everything.
• Click Scan.
• Review: When finished scanning, click Next.
• Click Save (.txt) *Attach the log file as you reply to this post.

I will wait for your reply.

Best regards,

JeanetteC.

Intel® Customer Support Technician

[Kaim]

Hi Jeanette, 

I tried to install the latest drivers ( 32.0.101.6078 ) but the problem persists, the game works but every FMVs you only see a green screen, I'll send you a couple of photos in addition to the file you asked for. 

I await your news.

Thanks.

[JeanetteC_Intel]

Hello RobinRomarate,

Good day.

Let me check this back with our engineering team and will post an update once available.

Best regard,

JeanetteC.

Intel Customer Support Technician

[NormanS_Intel]

Hello Kaim,

I wanted to let you know that we are still looking into the issue with Kingdom Hearts on MSI Claw. We will share an update in this thread as soon as we have more information.

Best regards,

Norman S.

Intel Customer Support Engineer

[Kaim]

Hello Norman,

Thank you very much for trying to help me. All kinds of help are welcome, I look forward to a solution.

Best regards.

[Felipe_Intel]

Hello Kaim,

Just wanted to let you know that we reported this issue to our driver development team. As soon as I hear back from them, I'll be sharing any news here.

[Kaim]

Hello Felipe,

I appreciate all kinds of help, I look forward to a solution to the problem.

Thank you.

[Hayrullah]

Any news?

[Kaim]

I started this discussion more than two months ago, three moderators have taken over but we still have no solution. I hope they haven't forgotten my case.