i7-12700H Intel Iris Xe Game Crash on d3d9on12.dll

[Leon_]

Hello,

I've tried all known Intel Iris Xe drivers and they all get the same crash. I did a memory test with the app at https://memtest.org/ and it passed. When I disable the Intel Iris Xe device from the device manager, the problem is solved. The game usually crashes between 4 and 10 minutes.

When I check the temperature on hwmonitor while the game is open, it does not go above 60 degrees Celsius.

Game crash dmp file : https://drive.google.com/file/d/1a431zmOc6HDgvfPXnaN1J_oDNTascK9J/view?usp=sharing

All other hardware information is available in the file content.

Game : Knight Online

[AndrewG_Intel]

Hello @Leon_

Thank you for posting on the Intel® communities.

We understand that you have tried several drivers. However, just to make sure, could you please confirm if you have also tested with the customized drivers provided by your computer manufacturer (OEM) HUAWEI*?

If you haven't tried yet, we recommend contacting HUAWEI Support to get the latest graphics drivers validated for your system.

In addition, you may try a clean installation of graphics drivers using the latest generic Intel® DCH Graphics driver, version 31.0.101.3790.

Also, please review and try the following suggestions if applicable:

a- Make sure that the Operating System (OS) is up to date, please refer to Update Windows*.

b- Check with your OEM if there are BIOS updates available for the system. A BIOS update can also improve overall performance and compatibility issues.

c- Please review and try the additional suggestions in this article like "Changing power plans" and "turning off the Windows* Game Bar". Refer to the section "Other items to check".

d- Check if there are updates or patches available for the game.

e- Also, by any chance have you tried to reinstall the game? If you haven't yet, you may try it to see if this may help with the behavior.

If the behavior persists, please provide us with the following information.

1- Is this behavior happening only with the game Knight Online*? Do newer/more recent games work as expected or do they also have issues?

2- Did the game work fine before? If so, were there any hardware or software changes (e.g. Windows*, software/game, or driver updates) that may relate to the point when the behavior started to occur?

3- Please fill up the Template for submitting a Graphics bug available in the link.

4- A Report for Intel® Graphics Drivers following the steps on the link.

5- Run the Intel® Processor Diagnostic Tool to verify that both the processor and the GPU (Graphics Processing Unit) are fine. To save the report, once the test is done, click on "File >> View Results File" and attach the .txt file to your reply.

Best regards,

Andrew G.

Intel Customer Support Technician

[Leon_]

Hi @AndrewG_Intel ,

I followed the suggestions carefully, but the game keeps crashing.

- I haven't tried a different game on this computer.
- The latest version of BIOS is installed.
- I just bought the computer and I have this problem since day one.
- I did a clean install of Windows 10 on this computer, the same problem was there.
- A customized graphics driver is unfortunately not available in the computer manufacturer's driver list.

Thank you for your help,

Best regard

[Steven_Intel]

Thank you for all the information provided.

We would like to research more on this issue. In order to do so, could you please try a different game, just to make sure the problem is not extended to other games?

Best regards,

Steven G.

Intel Customer Support Technician.

[Leon_]

Hi,

I tried 2 different games and didn't have any problems. 

[AndrewG_Intel]

Hello Leon_

Thank you for your response.

We will review this further and post back in the thread once more information is available.

Best regards,

Andrew G.

Intel Customer Support Technician

[Alberto_R_Intel]

Hello Leon_, I just received an update on this matter.

We just wanted to inform you that based on the provided report, we have assigned this bug to our driver development team under Bug ID 22016254281.

It is important to mention that this will go through debugging/development phases and it may take from 3-6 months to show any results. As soon as we have any updates on Bug ID 22016254281 we will reach you via email.

Based on that, we just wanted to check if you agreed for us to close this case in order to avoid duplication of efforts since the bug was already transferred to our driver team. 

Regards,

Albert R.

Intel Customer Support Technician