UE4 and B580 issue

[HI3944666]

I couldn't find a way to report driver issues to Intel so I thought I'd post here. Every link I followed to report a driver issue was a dead end. These were supposed to be official Intel channels so I'm a bit miffed that it's so difficult to report an issue.

I have a B580. Driver version 32.0.101.6881. The most  current version. I'm running into a problem where the ground won't render in the game I'm playing. I've attached a screenshot. The game is Blade and Soul. It isn't the other version of the game - Blade and Soul Neo. It's using UE4. I've attached a screenshot. I load into the game and the image is what I see. I can reload into the game multiple times and fiddle with different graphics settings but nothing seems to fix the missing ground problem.

Hopefully this message isn't posted in vain.

[Mike_Intel]

Hello HI3944666,

Thank you for posting in Intel community Forum.

For me to further check this, please help provide the following details:

1. Are you using an Intel brand Arc B580?
2. Was it working fine before the driver update?
3. Have you tried rolling back the driver?
4. How did you update the driver?

If you have questions, please let us know. Thank you.

Best regards,

Michael L.

Intel Customer Support Technician

[HI3944666]

Are you using an Intel brand Arc B580?

Correct. I own the Intel brand B580 card. Seems to be the only one that sells at msrp.

Was it working fine before the driver update?

I can't say. This is a title I recently reinstalled. It was however working fine with my previous non-Intel GPU.

Have you tried rolling back the driver?

No.

How did you update the driver?

I'm updating the drivers via the Intel Graphics Software program that was installed along with the drivers on my initial installation of the GPU. I haven't had the card very long but I've already updated the drivers 3 or 4 times as the program notifies me of a new release.

[Mike_Intel]

Hello HI3944666,

Thank you for the update.

Let me ask some questions based on your reply.

1. Let me check, are you using an NVIDIA graphics on your system before installing the Arc 580?
2. If yes, did you remove the old NVIDIA drivers?
3. What is your game launcher?

If you have questions, please let us know. Thank you.

Best regards,

Michael L.

Intel Customer Support Technician

[HI3944666]

Let me check, are you using an NVIDIA graphics on your system before installing the Arc 580?

Yup

If yes, did you remove the old NVIDIA drivers?

Yup

What is your game launcher?

It's an mmo game by NCSoft and their launcher is called Purple.

[Mike_Intel]

Hello HI3944666,

Thank you for the update.

Can you try to update the driver using DDU method and also please make sure that the BIOS of your motherboard is updated.

Please refer to the links below for the steps on how to perform DDU and the latest driver:

How to Use the Display Driver Uninstaller (DDU) to Uninstall an...

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

If you have questions, please let us know. Thank you.

Best regards,

Michael L.

Intel Customer Support Technician

[HI3944666]

That fixed the issue.

So is there a problem with using the included Intel Graphics Software for future updates? Do I need to stick with using DDU before every driver update?

Regardless, I will probably not update drivers for a while. Just save myself the headaches of something possibly breaking.

Thanks for the help. Cheers.

[Mike_Intel]

Hello HI3944666,

Thank you for the update and I am glad that the issue is now fixed.

To answer your questions. That depends on the system, in your case, you are using NVIDIA graphics before, and it seems like the system did not totally remove the old driver and remnants of it still remains that is having conflict with the new driver. That is why we have this recommendation to make sure that the old driver is totally removed.

Since the issue is now fixed, I need to close this inquiry. 

If you need further assistance, please post a new question as this thread will no longer be monitored. 

Thank you and have a great day. 

Best regards,

Michael L.

Intel Customer Support Technician