A370M,system freeze while running any game

[Willow]

A370M on HP Envy 16

The whole system will freeze if I run any game.(I have tried CSGO, War Thunder and osu!)

[Willow]

When can Intel reply?

[Carlos_L_Intel]

Hi @Willow

Thank you for posting on the Intel communities. We are sorry to hear that you are having issues with your system, we will do our best to help you.  

In order to have a better understanding of the issue, please share with us the following information:  

• When did the issue start? Were there any recent changes?  
• The system just hangs, or it gives you an error or a Blue screen of dead (BSOD)?
• Does it happen on those specific games? Or those were the ones you were able to check?
• Is Resizable Bar enabled in the BIOS? 
• Have you tried other game settings, or the system hangs before you can do anything?

Regards,  

Carlos L.   

Intel Customer Support Technician 

[Willow]

The issue started since I bought this laptop at 15 Jan. Yesterday I did nothing but it functions completely normally, and so is now.

Just hangs.

CS 1.6 can run normally at very low resolution(about 720p), It will also hang on 1080p

YES

After lower the games' graphics settings, it can run for a few more seconds.It won't hang if I don't use the Arc GPU at all.It will also hang while running GPU stress test

thanks for replying....but the issue just automatically went away, I will update this thread if I meet this problem again.

[Carlos_L_Intel]

Hi @Willow

I am happy to hear the issue is no longer present. Are there any further questions or anything else we could help with? Or, would you like us to close this threat?

Regards,  

Carlos L.   

Intel Customer Support Technician 

[Willow]

For now, the only small issue is that sometimes the Arc's DirectX function will be unusable, but reboot can solve it

[Carlos_L_Intel]

Hi @Willow

Thank you for the update. Are there any specific steps that would make the function unusable?

Regards,  

Carlos L.   

Intel Customer Support Technician 

[Willow]

no specific steps....just use the laptop for 1 or 2 days, and the Direct3D might become unusable.

It seems that this problem is difficult to reproduce

[Willow]

Device PCI\VEN_8086&DEV_5693&SUBSYS_8A2D103C&REV_05\6&27017f50&0&00080008 was configured.

Driver Name: oem294.inf
Class Guid: {e2f84ce7-8efa-411c-aa69-97454ca4cb57}
Driver Date: 09/16/2022
Driver Version: 31.0.101.3430
Driver Provider: Intel Corporation
Driver Section: iDG2D_w10_DS
Driver Rank: 0xFF0001
Matching Device Id: PCI\VEN_8086&DEV_5693&SUBSYS_8A2D103C
Outranked Drivers: 
Device Updated: false
Parent Device: PCI\VEN_8086&DEV_4FA4&SUBSYS_4FA48086&REV_00\5&b992fc8&0&080008

Device PCI\VEN_8086&DEV_5693&SUBSYS_8A2D103C&REV_05\6&27017f50&0&00080008 was configured.

Driver Name: oem24.inf
Class Guid: {4d36e968-e325-11ce-bfc1-08002be10318}
Driver Date: 12/21/2022
Driver Version: 31.0.101.4032
Driver Provider: Intel Corporation
Driver Section: iDG2DH_w10_DS
Driver Rank: 0xCF0001
Matching Device Id: PCI\VEN_8086&DEV_5693&SUBSYS_8A2D103C
Outranked Drivers: oem24.inf:PCI\VEN_8086&DEV_5693:00CF2001
Device Updated: false
Parent Device: PCI\VEN_8086&DEV_4FA4&SUBSYS_4FA48086&REV_00\5&b992fc8&0&080008

Device PCI\VEN_8086&DEV_5693&SUBSYS_8A2D103C&REV_05\6&27017f50&0&00080008 had a problem starting. Driver Name: oem24.inf Class Guid: {4d36e968-e325-11ce-bfc1-08002be10318} Service: igfxnd Lower Filters: Upper Filters: Problem: 0x0 Problem Status: 0xC00000E5

I found events like these in Windows's Device Manager

[Carlos_L_Intel]

Hi @Willow

I appreciate your reply. I would like you to try the recommended driver by the laptop manufacturer to see if anything changes: https://ftp.hp.com/pub/softpaq/sp143001-143500/sp143284.exe

I would also recommend doing a clean installation of this driver following this article: https://www.intel.com/content/www/us/en/support/articles/000057389/graphics.html

Regards,  

Carlos L.  

Intel Customer Support Technician 

[Carlos_L_Intel]

Hi @Willow

Were you able to check the previous post? Let us know if you still need assistance. 

Best regards, 

Carlos L.  

Intel Customer Support Technician 

[Carlos_L_Intel]

Hi @Willow

We have not heard back from you, so we will close this thread. If you need any additional information, please submit a new question as this thread will no longer be monitored. 

Best regards,  

Carlos L. 

Intel Customer Support Technician

[Carlos_L_Intel]

Hi @Willow

 Thanks for your time. We would like you to check and try our new drivers and see if anything changes: 

• https://downloadmirror.intel.com/767953/gfx_win_101.4123.exe

Best regards, 

Carlos L.  

Intel Customer Support Technician

[Carlos_L_Intel]

Hi @Willow

Were you able to check the previous post?  

Let us know if you still need assistance.  

Best regards,  

Carlos L.  

Intel Customer Support Technician

[Carlos_L_Intel]

Hi @Willow

We have not heard back from you, so we will close this thread. If you need any additional information, please submit a new question as this thread will no longer be monitored. 

Best regards,  

Carlos L. 

Intel Customer Support Technician

[Carlos_L_Intel]

Hi @Willow

We noticed that based on the report you are on a Windows Insider Preview (22621.ni_release.220506-1250) and giving that we haven't been able to reproduce the issue yet, it would be recommended if you can test a Windows official release.

If the issue occurs again, please run DxDiag and send it to us.

Best regards, 

Carlos L.  

Intel Customer Support Technician

[Carlos_L_Intel]

Hi @Willow

Were you able to check the previous post?  

Let us know if you still need assistance.  

Best regards,  

Carlos L.  

Intel Customer Support Technician