Request for fix black screen issue in marvel's Spider man 2 with intel Iris Xe Graphics

[Solanokk]

Dear Intel Support Team,

I hope this message finds you well.

I am reaching out to report an ongoing issue with the Intel Iris Xe Graphics while playing Marvel’s Spider-Man 2. The game runs fine at 720p with  30fps, but I experience a black screen with only audio working (no stuttering) during gameplay. The issue persists despite downloading and installing the latest driver (version 32.0.101.6557_101.6262).

Here is a video that demonstrates the issue, which you can view here: https://www.youtube.com/watch?v=osrSUD_L58I 

I would greatly appreciate it if you could investigate this issue and provide a driver update to resolve the black screen problem as soon as possible.

Thank you for your attention to this matter.

Best Regards, 

[DeancR_Intel]

Hi Solanokk,

Thank you for posting in the Community!

Please make sure you provide the following basic information when reporting a bug:

• A clean driver installation using DDU in safe mode is recommended. Follow this link for instructions.
• You could also test using the latest non-WHQL driver. This driver goes through all Intel quality assurance processes and is safe to use for evaluation.

1. Tell us the name of the game or application and where to obtain it (Steam, Epic, etc.)
2. Provide us with the Intel SSU report from your system.

• If you do not wish to submit the SSU report then at least provide us with the following information about your system:
• Processor make and model.
  • Power Supply make and model.
  • Motherboard make and model.
  • Amount of memory (RAM).
  • Operating System version/build number.

Best regards,

Dean R.

Intel Customer Support Technician

[Solanokk]

here's the ssu

the game is Marvel's Spider Man 2 from Steam.

[DeancR_Intel]

Hi Solanokk,

Thank you for providing the SSU log. I would like to clarify first if you have tried doing DDU and clean installation of the latest driver (32.0.101.6559).

Here's the link for reference:

Intel® Arc™ & Iris® Xe Graphics - Windows*

Follow the instructions here:

Clean Installation of Intel® Graphics Drivers in Windows*

Best regards,

Dean R.

Intel Customer Support Technician

[Solanokk]

yes, I did ddu an a clean installation of the latest driver like you told, and it didnt solve my problem. 

.

[DeancR_Intel]

Hi Solanokk,

I would like to inform you that the minimum system requirements of the game that it requires NVIDIA GeForce GTX 1650 or AMD Radeon RX 5500 XT, it seems that the Intel Iris XE graphics on your system does not meet the requirements here that caused the issue: Marvel's Spider-Man 2 on Steam. 

To give you a brief overview, integrated GPUs like the Iris Xe have a limited amount of VRAM, which is shared with the system's RAM. In contrast, discrete GPUs come with larger, dedicated VRAM, making them better suited for handling demanding games. Playing a game like Marvel's Spider-Man 2, which requires a discrete GPU, may lead to issues if your system's GPU is incompatible. Again, contacting the game developer would provide you with more specific guidance on this matter.

Best regards,

Dean R.

Intel Customer Support Technician

[Cesarhernandez]

you cant say as moderator of intel that you cant not fix the issues with shaders and the igpu iris xe cant handle this game, in this website https://www.intel.la/content/www/xl/es/architecture-and-technology/visual-technology/graphics-overview.html that have a specifc post that you can play videos at 1080p and 60 fps, when i was going to buy my laptop i got that website and if what are you saying that u cant actually play using iris xe, you literally are scaming people because inside that website you say taht u actually can, i personally will never recomend any intel product anymore, the iris xe is pare ir amd vega 8 and vega 8 can run this game with no problem, i literally got scam for the information that intel have inside that website

[NormanS_Intel]

Hello Cesarhernandez,

Thank you for reaching out and sharing your concerns. I understand your frustration, and I want to assure you that Intel is committed to providing accurate information and support for our products.

The Intel Iris Xe graphics are designed to deliver a great experience for a wide range of applications, including playing videos at 1080p and 60 fps, as mentioned on our website. However, performance can vary depending on the specific game, its settings, and the overall system configuration.

Please know that we are actively investigating this issue and will update you as soon as we have more information.  

Best regards,

Norman S.

Intel Customer Support Engineer

[Cesarhernandez]

No no no, the description, inside the website say gamers can play video games at 1080 p 60 FPS, can u please Intel tell me which are those games that we can play using iris xe at 1080p 60 FPS, and how is not a scam when u have moderators inside your forums saying that the igpu inst design for games, when you actually have a website saying u can actually play ?

[Cesarhernandez]

the description was clair in spanish, i literally got scamed i was thinking that intel was the same company that was in the past, i was having years withput buying a computer years, i search when i saw the laptopm, the website  in spanish  say gamers can play in a way fast and intence with graphic iris xe at 1080p 60 fps for more immerse gameplay, that was a lie, im a hard worker i save money for months to get a laptop, i got this that wasnt cheap at all, for only 100 more usd i could get a rtx 3070 laptop, intel was having that website with the same description and now u totally change how the website looks and what is inside totaly shame, im not doing any legalclaim because i dont have any money but how many peopke got scap reading the same description inside that website, i personally not going to buy any intel product any more and not going to recomend to anybody, is a disaster what intel is doing right now

[Cesarhernandez]

this is the description in spanish, you change the website.

[DeancR_Intel]

Hi Cesarhernandez, Solanokk

I'm sorry to inform you that the game developer has restricted this game from running on lower-performing GPUs. The popup message in the screenshot indicates that your GPU, Iris Xe, is not supported.

The minimum required GPU for this game is an NVIDIA GeForce GTX 1650 or an AMD Radeon RX 5500 XT, both of which have 4GB of VRAM. It's important to note that the amount of VRAM may not be the only limiting factor for running the game on Iris Xe.

For more information, please visit the PlayStation support page: Marvel’s Spider-Man 2 for PC support (US)

Best regards,

Dean R.

Intel Customer Support Technician

[Cesarhernandez]

Thanks for the reply dear moderator, then the solution is easy as I'm planing to get your recommendation, I'll buy a laptop with a AMD processor and rtx graphic card so I can actually play the game and not get scam by a intel website, me personally not buying any intel product again and I hope everyone that see this post do the same, because how many people buy laptops with processor 12th a d 13 gen that have publicity like u can actually play with iris xe and those laptops aren't cheap at all, I'll get your advise moderator and get and and nvidia

[DeancR_Intel]

Hi Cesarhernandez,

Thank you for sharing your feedback with us. I understand your frustration and appreciate you taking the time to express your concerns. Your experience is important to us, and I'm sorry to hear that it hasn't met your expectations. We value your input to improve our products and services in the future I will be closing this thread and no longer be monitored.

Best regards,

Dean R.

Intel Customer Support Technician