Problems with old games

[Yano17]

Hello! My Arc B570 graphics card has constant crashing problems in several older games, especially those that use DirectX 9.

One solution I found is to manually clear the ShaderCache folder, as files that typically exceed 150MB cause the game to crash or simply not open.

A solution would be to empty this folder during gameplay or simply not allow files larger than 100MB to be created in this folder.

This solution will probably work, as the B570 and B580 cards are powerful and fast enough to constantly generate new files without losing any performance and don't need this type of ShaderCache for older games.

[VonM_Intel]

Hi Yano17,

Thank you for posting in our Community. Crashes in older DirectX 9 titles aren’t expected behavior, and the ShaderCache observation you mentioned is particularly useful. I’d like to gather a few more details so we can narrow this down and push the right data forward for investigation. To assist you further, could you please confirm the following:

1. Which specific DX9 games are crashing, and do they crash at launch or during gameplay?

2. What driver version are you currently using on your Arc B570?

3. When the crash happens, do you see an error message, or does the game close instantly?

4. Have you tested the games after performing a clean driver installation using Intel’s clean-install method?

5. Are you using any mods, wrappers, or compatibility DLLs (e.g., dgVoodoo, ReShade) for these older titles?

6. Is the ShaderCache folder growing for all affected games, or only certain titles?

7. Could you also confirm your Windows version and build number?

I'd like to delve deeper and verify specifics like the graphics models, precise driver versions, and any system errors. 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.

Have a nice day!

Best regards,

Von M.
Intel Customer Support Technician

[Yano17]

The answers follow >>

--Which specific DX9 games are crashing, and do they crash at launch or during gameplay?
Resident Evil 5, Resident Evil 6, Ninja Gaiden 3 Razor Edge, Fallout 3

--What driver version are you currently using on your Arc B570?
I am using the latest version (32.0.101.8250)

--When the crash happens, do you see an error message, or does the game close instantly?
The game closes instantly, without any error message.

--Have you tested the games after performing a clean driver installation using Intel’s clean-install method?
Yes, I've already done a clean install of the drivers, used older versions, tried changing settings, and the games still crash.

--Are you using any mods, wrappers, or compatibility DLLs (e.g., dgVoodoo, ReShade) for these older titles?
Some games did have mods (like Resident Evil 6), but I uninstalled everything, downloaded a new and updated version on Steam without any mods or alterations, and it didn't solve the problem.

--Is the ShaderCache folder growing for all affected games, or only certain titles?
It's growing for all affected games. I've noticed that any ShaderCache above 150MB causes the games to crash.

--Could you also confirm your Windows version and build number?
I participate in the Microsoft Insider program (Canary channel) and am currently using an Insider build, but I've tested it with several versions of Windows 11 and always have the same problem (I also tested it on Windows 10 PRO).

Specifications:

Windows 11 Pro Version 26H1 64-bit
Build 28000.1199
Windows Feature Experience Pack 1000.26100.253.0

12th Gen Intel(R) Core(TM) i5-12400F Processor (2.50 GHz)
16GB RAM (Dual Channel 8GB + 8GB) 2400Mhz

Intel Arc B570 Graphics Card

All the necessary drivers are installed on my computer, as well as libraries including all C++ packages, .NET Framework, .NET SDK, and all DirectX packages (32-bit and 64-bit)...

I often chat on forums and Discord servers with people who have the same error as me, and it seems they all manage to temporarily resolve it by clearing the ShaderCache folder. The problem is that games with many cutscenes (like Resident Evil 6) very quickly create a file that exceeds 150MB and causes the crash.

[VonM_Intel]

Hello Yano17,

Thank you for providing such a detailed overview of your system and the issues you’re experiencing. It’s clear you’ve put a lot of effort into troubleshooting, which really helps us understand the problem. To ensure we can focus accurately and perform proper research and possible replication, please be aware that we can only accommodate one game per support thread. This allows me to concentrate on the specific behavior of that game, investigate ShaderCache interactions, and provide more precise recommendations or solutions. Could you please confirm which single game you would like me to focus on first? Once I have that, I can proceed with testing and provide targeted guidance. Also, kindly share the exact version of that game.

Additionally, I'd like to delve deeper and verify specifics like the graphics models, precise driver versions, and any system errors. 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.

Thank you again for your patience and cooperation. We’ll work diligently to get this resolved.

Best regards,

Von M.
Intel Customer Support Technician

[Yano17]

The game I'd like analyzed is Resident Evil 6 version 1.0.6 (I also have version 1.10 and the same error occurs...)

I used the SSU Tool and generated a text file with all my PC's information (attached file).

[VonM_Intel]

Hello Yano17,

Thank you for confirming that you’d like us to focus on Resident Evil 6 (versions 1.0.6 and 1.10). I appreciate you also taking the time to run the SSU Tool and attach the system report. I’ll need to conduct additional research on this specific issue, including reviewing the behavior you reported and checking for any known compatibility or ShaderCache-related patterns for RE6. I’ll post an update in this thread as soon as I have more information to share.

Best regards,

Von M.
Intel Customer Support Technician

[VonM_Intel]

Hello Yano17,

Thank you for getting back to us. I ran a simulation on my end, and I’d like to verify a few details so I can make sure we’re looking at the same behavior. Could you confirm whether you’re using any third-party tool or application to check the size of the shader cache? If so, please let me know which one. Also, when you have a moment, please share a short video showing the exact steps you take to reproduce the issue. This will help me understand the sequence of events and see what you’re seeing on your end.

Best regards,

Von M.
Intel Customer Support Technician

[VonM_Intel]

Hello Yano17,

Have you had a chance to review my previous response? Please let us know if you require any further assistance. I'm here to help.

Best regards,

Von M.

Intel Customer Support Technician

[Yano17]

Hello!
I don't use any program to check the size, I just go to the folder C:\...AppData\Locallow\Intel\ShaderCache and check the size of the created shader file. Any file between 100mb and 150mb causes the game to crash at any time without any error message. The game doesn't show any performance loss with low FPS or anything like that, everything works normally until it simply crashes.

[VonM_Intel]

Hello Yano17,

Thank you for the clarification. Since you're checking the shader file size directly from the folder, that rules out any third-party tool influence on the results. The behavior you described, where the game runs normally and then suddenly crashes once the shader file grows to around 100–150 MB, is definitely unusual. To move forward effectively, I’d like to capture a clearer picture of what’s happening on your system. Could you please share a short video showing the steps leading up to the crash, including how the shader cache grows before the issue occurs?

This will allow me to replicate the sequence more accurately.

Best regards,

Von M.

Intel Customer Support Technician

[Yano17]

I've tried several times to record a short video, but it's very difficult to know when the game will crash. It can happen anywhere in the game, not just in a specific area. During gameplay, I check the shadercache and it gradually increases. After it exceeds 100MB, the game can crash at any moment. Sometimes the file is just over 100MB, sometimes 150, 170, 190MB... it rarely exceeds 200MB. I recently updated the driver to the latest version available (I did a clean install) and the problem persists. I have several games on my PC and I've noticed that this behavior only happens in games that use DirectX 9. I'm discussing this problem in several forums and Discord servers; it seems to be a general problem that occurs with Arc graphics cards. I believe a temporary solution would be to prevent shaders larger than 100MB from being created, or to simply delete them automatically when they reach that size (older DirectX 9 games are quite lightweight; these shaders make no difference).

[VonM_Intel]

Hello Yano17,

Thank you for taking the time to explain the behavior in such detail. Your observations about the shader cache size, the driver clean installation, and the issue occurring specifically in DirectX 9 titles are extremely helpful. I understand how challenging it is to capture a video when the crashes happen unpredictably, and I appreciate the effort you’ve made to test this thoroughly. Based on the information you’ve shared, I’ll need to conduct additional research and review this to better understand the root cause, especially since similar reports are appearing within the community. Once I have more clarity and concrete information, I will post an update in this thread right away.

Best regards,

Von M.

Intel Customer Support Technician

[Yano17]

Hi! Any news?

I updated my Windows and now it displays an error message when the game crashes. I monitor the shadercache file directly in the folder and as soon as it exceeds 200MB (but it can happen sooner), it displays the error message "ERRO8: Out of video memory".

My PC has 16GB of RAM (DDR4 8GB + 8GB) and the Intel Arc has 10GB, obviously there's plenty of memory left, but some parameter used in DirectX 9 must not allow creating cache files larger than 200MB.

Screenshots of the errors and settings are attached.

[Ernesto_C_Intel1]

Hi @Yano17, 

I sincerely apologize for the delayed response regarding the crash to desktop issue you experienced while playing Resident Evil 6. I understand how frustrating technical difficulties can be, especially when they interrupt your gaming experience. I'm contacting you on behalf of my technician, @VonM_Intel.

I have successfully recreated the crash you encountered, which is a significant step forward in resolving this issue. This allows me to investigate the problem under the same conditions you experienced. 

I am currently conducting a comprehensive investigation to identify the root cause of this crash to desktop issue. 

I will provide you with a detailed update as soon as possible, including our findings and the steps we're taking to resolve this matter.

If you have any additional questions or concerns in the meantime, please don't hesitate to reach out.

Regards, 

Ernesto C. 

Intel Customer Support Engineer