UHD 770 Graphics crashes in the middle of gameplay on Android emulators

[pgupta]

Hi There,

I have just built a i5 13500 system with 16 GB DDR5 RAM @5200  MHz,  B760M-DS3H-AX Mother Board and Windows 11.

While playing the game, when the resource demand rises, UHD 770 graphics just dies and game screen freezes. Tried two emulators, LDPlayer9 and Bluestacks10 and the behavior is consistent.  I was also monitoring the performance graph and the graph just drops dead when the game crashes. Have I received a faulty processor or I need to make some settings?  

[Hugo_Intel]

Hello pgupta

Thank you for posting on the Intel Communities. I am sorry you are experiencing crashes when playing games with Android emulators on your system.

In order to configure the optimized settings for each emulator you will need to contact the app emulator developer so they can help you with that information.

If you continue to experience crashes after properly configuring the emulator, please share with us the following information:

1. Is the issue happening with a specific game/app, or does it happen with any?
2. What API is being used (Vulkan, DX, Opengl)? Is the crash happening with any?
3. Share a short video showing the issue.
4. Create a log file with the Intel® System Support Utility and attach it to your response to get more information on the hardware configuration. 

Best Regards,

Hugo O.

Intel Customer Support Technician.

[pgupta]

I'm attaching the error prompt that I have just received when the game crashed. It says that instruction at some address wasn't able to read memory at some given address. 

Please note, this error prompt has only appeared once out many crashes.  

[pgupta]

Find replies inline:

1. Is the issue happening with a specific game/app, or does it happen with any?
   1. Have tested one game with two different emulators and result is same. 
2. What API is being used (Vulkan, DX, Opengl)? Is the crash happening with any?
   1. Graphics card: Intel(R) UHD Graphics 770 (20220114)
   2. OpenGL: 4.6.0 - Build 30.0.101.1273
3. Share a short video showing the issue.
   1. Have attached the video of the crash.
4. Create a log file with the Intel® System Support Utility and attach it to your response to get more information on the hardware configuration. 
   1. Attached.

[pgupta]

Hi Hugo,

Thanks for your reply, Issue is still re-creatable.

1. I am playing only game right now but have tried the same game using two different Android emulators.

2. Emulator is using OpenGL. You can find the Emulator configuration mentioned below.

3. I'm attaching the screenshot of the Graphics line-histogram from task-manager performance. Wasn't able to record the video. Will try to upload it But when the crash happens the game screen (emulator screen) freezes but I am able to hear the game sound working fine. 

4.  Attaching the SSU log file with this response. 

Emulator setting (as per their recommendation)

Operating system:Microsoft Windows 11 64 bit 22H2
CPU model:13th Gen Intel(R) Core(TM) i5-13500
Motherboard:GigabyteTechnologyCo.,Ltd. B760MDS3HAX
Total memory:15.8 GB
Available memory:7.1 GB
Graphics card: Intel(R) UHD Graphics 770 (20220114)
OpenGL: 4.6.0 - Build 30.0.101.1273
HyperV:Disable
Root:Disable
LDPlayer version:9.0.53(9)
LDPlayer path:C:\LDPlayer\LDPlayer9\
Log path:C:\Users\prash\AppData\Roaming\XuanZhi9\log
vt:Enable
Operating parameters:CPU(4 cores) RAM(4096M) Running(1) High speed(1)
Resolution:1920x1080 dpi 280 fps 60
Total size19 G，remainder17 G

Hope, except for the video recording, you have all the information you had requested.

As a part of troubleshooting, I manually removed the graphics drivers provided by Gygabyte and installed the drivers I got from Intel's support page but it didn't help. Game is still crashing.

[Hugo_Intel]

Hello pgupta

Thank you for sharing the error message with us. Please also share the information we requested in our previous post so we can further assist with this issue.

Best Regards,

Hugo O.

Intel Customer Support Technician.

[pgupta]

Have already shared, please refer to my reply : community.intel.com/t5/Graphics/UHD-770-Graphics-crashes-in-the-middle-of-gameplay-on-Android/m-p/1510078#M120621

[Hugo_Intel]

Hello pgupta

Thank you for the information. I would suggest the following troubleshooting steps:

1. Update your BIOS to the latest version. Visit your motherboard manufacturer's website to download the BIOS version F12. Once updated, reset your BIOS settings to defaults.
2. Uninstall the current driver using Display Driver Uninstaller. Once uninstalled, download and update to the latest version 31.0.101.4577.
3. If available within the emulator settings test different APIs like Vulkan or Directx and check if the same issue happens.
4. Test different games and check if the same issue happens

Best Regards,

Hugo O.

Intel Customer Support Technician.

[Hugo_Intel]

Hello pgupta

We wanted to check back on this issue regarding crashes with Android emulators and wanted to know if you were able to perform our last recommendations by updating your BIOS, and reinstalling your driver since this will ensure full compatibility and will remove conflicting files if any. As well as testing different APIs and games to try to isolate the issue.

Best Regards,

Hugo O.

Intel Customer Support Technician.

[pgupta]

Hi Hugo,

I applied the steps you had recommended. Update BIOS to F12 and latest drivers for graphics. Emulator and the game worked without crashing for a while but then it again started crashing. I am attaching the performance histogram, graphics activity just drops to zero.

I have also tried using Vulkan and DirectX API on Bluestacks Emulator but the result was same. When I switched to DirectX, emulator had blank screen so it wasn't useful at all. 

I was trying to check other games but since I have not reached higher levels on other games, the resource demand stays relatively lower on other games and they manage to work just fine. This issue has become a nuisance now. 

[Hugo_Intel]

Hello pgupta

Thank you for following our recommendations. I understand that the same issue still happens, I see from your previous post the issue is only happening with one particular game and other games work fine so in order for us to further look into this please let us know the game in which you are experiencing these crashes and the other games that you have tested so far.

Best Regards,

Hugo O.

Intel Customer Support Technician.

[pgupta]

Hi Hugo,

Thank you the reply. Game I am facing this issue with is War Robots.

And the games I have tried running are:

1. Mech Arena

2. Asphalt 9

3. Shadowgun legends

4. world of warships blitz war

5. modern strike online PvP FPS 

Additionally, I reached out to LDPlayer emulator support and shared all diagnostics information with them, they replied me that the issue is because of integrated GPU. I have asked them if the crashes have been reported only for UHD 770 Graphics recently or with other iGPUs as well. They haven't replied on that query yet.   

[Hugo_Intel]

Hello pgupta

Thank you for sharing the information. We will take a further look at this issue with our team I will get back to yo once I have an update.

Best Regards,

Hugo O.

Intel Customer Support Technician.

[Hugo_Intel]

Hello pgupta

Upon checking this issue and taking into consideration that the problem only happens when playing War Robots the problem might be related to the game or emulator itself due to this our best advice is that contact the developer of the game or the emulator and work with the team for further troubleshooting on this game. You can let them know they can contact us through the following channels so e can help debugging g the issue if needed:

• Developing Games on Intel Graphics
• IGCIT GitHub Support

Another recommendation we can provide is that you test the game directly from Steam and check if the same issue happens, you can find it at the following link:

https://store.steampowered.com/app/767560/War_Robots/

Best Regards,

Hugo O.

Intel Customer Support Technician.

[Jocelyn_Intel]

Hello, @pgupta  

As we have not heard back from you, we will proceed to close this thread now. If you need any additional assistance, please submit a new question as this thread will no longer be monitored.  

Best regards,  

Jocelyn M.   

Intel Customer Support Technician. 

[pgupta]

Hi @Jocelyn_Intel ,

Thank you for the reply, since this issue was quite frustrating, I went ahead and installed a dedicated AMD GPU. not facing any issue with it. You can close the thread.