Visuals not rendering in Kingdom Hearts Re:Chain of Memories (Intel Arc A750)

[moko]

Hello,
I am experiencing a critical rendering issue with Kingdom Hearts Re:Chain of Memories (from the HD 1.5+2.5 ReMIX collection) on my Intel Arc-based PC.
The Symptoms:
The game launches and audio plays normally, but the screen remains completely black or fails to render any 3D/2D graphics.
Background:
I contacted Square Enix customer support regarding this issue. Their response was that this is likely a compatibility issue specific to Intel Arc GPUs, and they currently have no plans to release a patch or update to address it.
Since the game developer has declined to provide a fix, I am reaching out to the Intel community and driver team. I am hoping this can be investigated for a potential workaround or a fix in a future Intel Graphics Driver update.
System Specs:
GPU: Intel Arc [A750]
Driver Version: [32.0.101.8626]
OS: Windows 10 / 11
Game Platform: Steam 
Has anyone else found a workaround for this, or can the Intel team look into this compatibility gap?
Thank you.

[AlHill]

So the Intel customer support technicians can have more information about your system, download and run the Intel System Support Utility (https://downloadcenter.intel.com/download/25293/Intel-System-Support-Utility-for-Windows- ) for Windows. Select all data categories and then have it generate a report. Next, have the tool Save the report to a text file (don't try to use the Submit capability; it doesn't work). Finally, using the Drag and drop here or browse files to attach dialog below the edit box for the body of your response post, upload and attach this file to the response post.

Doc (not an Intel employee or contractor)
[CoPilot is a virus, W11 is a keystroke logger, all from MicroSlop]

[moko]

Thank you, Doc. I appreciate the detailed instructions. I’ll follow your steps and attach the file here.

[moko]

Here are the scan results from the Intel System Support Utility.

[KentRusselP_Intel]

Hi moko,

Thank you for reaching out to the Intel Community Forum. I appreciate your message and want to assure you that I’m here to assist you with your concern. To better understand the issue and provide accurate support, could you please share the following details:

1. Have you tried rolling back to an older Intel® Arc™ graphics driver to see if the issue still occurs?
2. Is Resizable BAR (ReBAR) enabled on your system, and is it currently enabled in the BIOS?
3. Do other titles in the Kingdom Hearts HD collection (such as KH1, KH2, Birth by Sleep, etc.) run properly, or is the issue isolated to Re:Chain of Memories?
4. Have you verified the game files through Steam to rule out potential file corruption?
5. What behavior do you observe when running the game in different Windows compatibility modes (e.g., Windows 7 or Windows 8)?
6. Have you tried launching the game with different graphics API settings, or forcing specific DirectX versions using launch parameters?
7. Does the issue occur in both fullscreen and windowed modes?
8. Which other graphics‑intensive 3D games run correctly on your Intel® Arc™ A750, confirming normal GPU functionality?
9. When the black screen occurs, does Task Manager show the game utilizing GPU resources, or does it appear to be using CPU only?
10. Have you tried disabling the Refresh Rate setting in the game’s options menu?

Also, please try to do a driver cleanup by using Display Driver Uninstaller (DDU) and proceed to do a clean installation of the latest ⁠Intel® Graphics Driver 32.0.101.8629 (WHQL Certified)

Here's how to use Display Driver Uninstaller:

1. Download the latest version of the software.

• If you download the Installer, run it, it will create a shortcut on the desktop. 
• If you download the Portable/ self-extracting version, look for the executable and extract it. Remember the path. 

1. Reboot into Windows* safe mode. (Refer to Start your PC in safe mode in Windows.)
2. Look for the shortcut on the desktop (step 1.1) or the extract path chosen (step 1.2.1) and run the DDU executable.
3. Click Close in the Options window.
4. Select device type to GPU and select device to the one you want to remove. If you are doing a clean-up, you can choose all GPUs.
5. Click Clean and restart or Clean and Shutdown depending on your needs.
6. Wait for the software to finish the process. It will automatically reboot Windows to the typical mode or shutdown the system.

Here is a link for your reference: How to Use the Display Driver Uninstaller (DDU) to Uninstall a...

Here is how to perform a clean installation of Intel graphics driver:

1. Download the appropriate driver ⁠Intel® Graphics Driver 32.0.101.8629 (WHQL Certified)
2. Click the .exe to initiate the driver installation.
3. Agree to the Intel Software License Agreement.
4. Click the checkbox to execute a clean installation.
5. Click Start to begin the install.
6. Reboot the system if prompted.

Here is a link for your reference: Clean Installation of Intel® Graphics Drivers in Windows*

Additionally, to help me better understand your system configuration, provide accurate support and to be able to conduct further investigation regarding your request about Intel graphics driver, I kindly request that you share or upload again the Intel SSU logs file as the file you previously updated seems to be corrupted or the extension file was invalid (.htm).

If you have any additional questions or need further assistance, please don’t hesitate to contact us.

Hi AlHill, thank you for your insights and for joining the discussion! appreciate it.

Best regards,

Kent Russel P.

Intel Customer Support Technician

[moko]

Thank you for reaching out and for providing such a detailed list of troubleshooting steps. Below are the results of my testing regarding the issue with Kingdom Hearts Re:Chain of Memories:

1.Driver Rollback: I am currently using the latest Game On driver, but I have tried rolling back to previous versions and the issue persists.
2.Resizable BAR (ReBAR): Yes, ReBAR is Enabled in the BIOS.
3.Other Titles: Other titles in the collection (KH1, KH2, Birth by Sleep, etc.) run perfectly. The issue is isolated to Re:Chain of Memories.
4.Game Files: I have verified the integrity of the game files through Steam, and no issues were found.
5.Compatibility Modes: I tested both Windows 7 and Windows 8 compatibility modes, but there was no change in behavior.
6.Launch Parameters: I tried forcing DirectX 11 using the -dx11 launch parameter, but the problem remains.
7.Screen Modes: The black screen occurs in both fullscreen and windowed modes immediately upon launch.
8.Other Games: Graphics-intensive titles such as Monster Hunter Wilds and Starfield run stably on my Intel Arc A750, confirming the GPU is functioning normally.
9.Task Manager: When the black screen occurs, Task Manager shows minimal GPU utilization, while CPU usage remains low as well.
10.Refresh Rate: Disabling or locking the Refresh Rate (e.g., to 60Hz) in the game options did not resolve the issue.

Regarding the Intel SSU logs, I have confirmed that the file currently uploaded to the forum is indeed a .txt file. However, to ensure there are no issues with file access or corruption, I am uploading the log again as a .zip file.

Best regards,

moko

[JeanetteC_Intel]

Hello moko,

Thank you for the detailed testing and screenshots. I can see you've thoroughly investigated the Kingdom Hearts Re:Chain of Memories issue, and the documentation clearly shows the problem and your troubleshooting steps.

I noticed the Intel System Support Utility.zip file is empty, but I was able to review your previously uploaded Intel System Support Utility.txt file. Based on that information, here are my recommended next steps:

1. Given the nature of this issue, I recommend contacting your system OEM (Original Equipment Manufacturer) to obtain assistance with a BIOS update (latest non-BETA version is 7C37vAQ). This should be treated as a critical update that may resolve compatibility issues with your Intel Arc A750.
2. After the BIOS update, please ensure that the recommended BIOS settings (including ReBAR which you currently have enabled) are still properly applied.
3. Once the BIOS is updated and settings verified, proceed with a clean installation of the latest Intel Arc driver version 32.0.101.8629 using Display Driver Uninstaller (DDU) to Uninstall a Graphics Driver (in safe mode).

Since other demanding titles like Monster Hunter Wilds and Starfield are running properly on your Arc A750, and the issue is isolated to this specific game, the BIOS update may address underlying compatibility concerns that could be affecting this particular title's launch behavior.

If issue still persists after the above recommended steps, please share a new SSU log file. Download Intel® System Support Utility for Windows* software. When the download is complete, launch SSU.exe.

1. Scan: Ensure to check everything except for "Networking".
2. Click Scan.
3. Review: When finished scanning, click Next.
4. Click Save (save as .txt file).

Also, please also confirm if your PSU meets the recommended "Minimum 600W power supply with two PCIe power connectors – 1x8-pin & 1x6-pin" (recommended for ARC GPUs).

Looking forward to your next response.

Best regards,

JeanetteC.

Intel Customer Support Technician

[KentRusselP_Intel]

Hi moko,

I just wanted to follow up and check if you’ve had a chance to review the information shared previously. Your feedback is important, and I’d appreciate it if you could share your thoughts at your earliest convenience.

If you have any questions or need further clarification, please don’t hesitate to reach out.

Best Regards,

Kent Russel P.

Intel Customer Support Technician

[moko]

Hi,
I apologize for the late response; I missed the notification of your previous message.

I have now completed all the recommended steps you provided:
1.BIOS Update: Successfully updated to version 7C37vAQ and verified ReBAR settings.
2.PSU Check: Confirmed my power supply meets the 600W (8-pin + 6-pin) requirement.
3.Clean Installation: Performed a clean install of driver version 32.0.101.8629 using DDU in safe mode.

Unfortunately, the issue with Kingdom Hearts Re:Chain of Memories still persists. As requested, I have attached the new SSU log file for your review.

Thank you for your patience and continued support.
Best regards,
Moko

[KentRusselP_Intel]

Hi moko,

Thank you for getting back to us. Could you please confirm whether you were able to apply the default BIOS settings on your motherboard? Additionally, please ensure that all recommended BIOS settings—including ReBAR, which you currently have enabled—are still properly applied.

For further investigation, kindly provide your complete in‑game graphics settings for Kingdom Hearts Re:Chain of Memories. If possible, please make sure the settings are shown in English, as I am only able to provide support in that language.

If you have any questions or need further clarification, please don’t hesitate to reach out.

Best regards,

Kent Russel P.

Intel Customer Support Technician

[moko]

Dear Support Team,
Thank you for your reply.

First of all, I apologize for the lack of information regarding the BIOS settings in my previous message.
I have confirmed that ReBAR and all other recommended BIOS settings are properly applied.
As requested, please find the attached screenshots of my Kingdom Hearts Re:Chain of Memories graphics settings in English.

Please let me know if you need any further information.
Best regards,

[KentRusselP_Intel]

Hi moko,

Thank you for getting back to us. I appreciate you taking the time to provide the information requested earlier.

Please be advised that we are currently reviewing the details of your concern to ensure we can provide accurate and effective assistance. Our team is actively investigating the matter, and we will update you as soon as additional information becomes available.

In the meantime, if you have any further questions, additional details to share, or need clarification on anything, please feel free to let us know. We’re here to help.

Best regards,

Kent Russel P.

Intel Customer Support Technician

[moko]

Thank you for your update. I appreciate your team's assistance in looking into this matter. I will wait for your further update. If I have any additional information to share, I will let you know. I look forward to working with you on this.

Best regards,

［moko］

[KentRusselP_Intel]

Hi moko,

Thank you for patiently waiting for our response and for reporting this issue. Our priority is to focus our efforts on the most popular games and applications to provide a high-quality, stable experience for the broadest range of users.

We will continue to improve our software performance and compatibility throughout this year and beyond. While we cannot accommodate your specific request at this time, please monitor this ⁠article on our website for any possible updates to this situation.

I will now proceed to close this inquiry. Should you require further assistance or have additional questions in the future, please feel free to submit a new request. Please note that this thread will no longer be monitored once it has been closed. We appreciate your understanding and encourage you to reach out again if you need assistance with other Intel products or services.

Best regards,

Kent Russel P.

Intel Customer Support Technician