fifa25 resolution problem

[lev0078]

I am contacting you because a serious error has been discovered while playing FIFA 25.
There are no problems when playing at 1920x1080 resolution.
Problems occur when playing at 3840x2160 resolution.
This phenomenon happens when playing in Career Manager mode.
During match replays, the players do not appear.
At the end of the first half and second half, players do not appear - only the stadium is shown and the game freezes.
In this state, only the menu can be operated.

I am attaching a recorded video.
https://youtu.be/mwLiHxw42Ao
8:25 During match replays, the players do not appear.
9:38 At the end of the first half and second half, players do not appear - only the stadium is shown and the game freezes.

window 11 pro 24H2 26100.4652

Ryzen 5 9600X
BATTLE-AX B650M-PLUS V14
Memory 32 GB
Intel(R) Arc(TM) B580 Graphics 12gb
Driver Version: "32.0.101.6913"

[ArchieD_Intel]

Hi lev0078,

Thank you for reaching out to the Intel Community Forum. To assist us in investigating the issue, please provide the following details:

• When did the issue start? Was it after a specific driver update or game patch?
• What are the troubleshooting steps that you tried so far?
• Is the Resizable Bar enabled?
• Have you used DDU to completely remove all residual drivers and installed a new one?
• Have you tried adjusting the graphics settings?
• Could you provide a screenshot of your in-game display and graphics settings?
• Which gaming platform did you use to download the game?

Additionally, to gain a comprehensive understanding of your system, please use the System Support Utility (SSU). This tool will generate a text file compiling all your system information. You can follow the instructions at this link and send the text file here. Help Guide for the Intel® System Support Utility.

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

Best regards,

Archie D.

Intel Customer Support Technician

[ArchieD_Intel]

Hi lev0078,

I wanted to check if you had the chance to review the questions I posted. Please let me know at your earliest convenience so that we can determine the best course of action to resolve this matter. 

Best regards,

Archie D.

Intel Customer Support Technician

[lev0078]

When did the issue start? Was it after a specific driver update or game patch?

I've been playing the game since May, and this issue has been present from the beginning. The symptoms are intermittent - sometimes they occur, sometimes they don't. The problem persists even after updating the graphics driver. I've also tried completely uninstalling and reinstalling the graphics driver, but nothing changed. The same symptoms appear with the latest version 32.0.101.6972 (2025-07-18) as well.

What are the troubleshooting steps that you tried so far? Have you tried adjusting the graphics settings?

I tried turning various options on and off, and changing the resolution. After testing again, I found that it's not a resolution issue, but rather the problem seems to occur when I set the graphics settings to medium or higher. At the lowest settings, the issue doesn't occur even at FHD or 4K resolution. I'm not sure what specific "troubleshooting steps" means.

Is the Resizable Bar enabled?

Yes, it's enabled in the motherboard settings, and the Intel graphics software also shows that it's enabled.

Have you used DDU to completely remove all residual drivers and installed a new one?

I don't know what DDU is.

Could you provide a screenshot of your in-game display and graphics settings?

Please refer to the video link I uploaded in my original post,

8:25 During match replays, the players do not appear.

9:38 At the end of the first half and second half, players do not appear - only the stadium is shown and the game freezes.

Which gaming platform did you use to download the game?

I purchased it on Steam.

The Intel graphics software settings have not been touched and remain at default values.

I'm attaching the SSU scan file(For security reasons, I have masked my serial numbers and MAC address with XXXX.) and FC25 settings screenshots. I hope this helps with troubleshooting the issue.

[ArchieD_Intel]

Hi lev0078,

Thank you for the update. To isolate this issue. Please perform How to Use the Display Driver Uninstaller (DDU) and reinstall the driver Intel® Arc™ & Iris® Xe Graphics - Windows*.

If you have any issues, please let me know. Thank you.

Best regards,

Archie D.

Intel Customer Support Technician

[ArchieD_Intel]

Hi lev0078,

I just wanted to follow up to see if you had a chance to review the information I posted. Your feedback at your earliest convenience would be greatly appreciated. Thank you. 

Best regards,

Archie D.

Intel Customer Support Technician

[lev0078]

1.
I used DDU as recommended to completely remove the driver in safe mode and reinstalled it, but the problem has not improved at all.
Despite clearly stating that I had already reinstalled the driver multiple times, repeatedly recommending DDU usage raises questions about whether there is genuine intent to resolve the fundamental issue. DDU is an extreme solution typically used only for serious driver conflicts.

2.
The important point is that on my PC, other games such as 33 expedition, Star Wars Battlefront 2, Railway Empire, and Total War: Three Kingdoms work perfectly fine even at 4K resolution.

3.
During gameplay, the stadium was visible but players disappeared and the game froze. When I pressed Alt+Tab, the DXGI_ERROR_DEVICE_REMOVED error occurred.
This error indicates that Windows has detected a GPU hardware problem. If it were a software issue, a different type of error would have occurred, and problems should have appeared in other high-spec games as well.

Please review the DirectX error message in the attached screenshot. The error details should help accurately identify the cause of the problem.

4.
I found another user experiencing the same problem through forum search:
"FC 25 Black Screen at Half time. Intel arc B580" (https://community.intel.com/t5/Intel-ARC-Graphics/Fc-25-Black-Screen-at-Half-time-Intel-arc-B580/m-p/1704758)

[ArchieD_Intel]

Hi lev0078,

Thank you for the update. I would like to know if you're able to update to the latest driver 32.0.101.6972.  If not, please do install it and perform Clean Installation of Intel® Graphics Drivers in Windows*.

Best regards,

Archie D.

Intel Customer Support Technician

[ArchieD_Intel]

Hi lev0078,

I would like to clarify everything to avoid any confusion or frustration from repeated questions. I will continue to investigate the issue and thank you for providing the information as it is essential to gather necessary details to thoroughly examine the problem. 

Best regards,

Archie D.

Intel Customer Support Technician

[ArchieD_Intel]

Hi lev0078,

I just wanted to follow up to see if you had a chance to review the information I posted. Your feedback at your earliest convenience would be greatly appreciated. Thank you. 

Best regards,

Archie D.

Intel Customer Support Technician

[ArchieD_Intel]

Hi lev0078,

I have not heard back from you so I will close this inquiry now. If you need further assistance, please submit a new question as this thread will no longer be monitored.

Best regards,

Archie D.

Intel Customer Support Technician