[ARC B580]Get freezing when play LOST ARK

[Xiongmaomao]

After each update/reinstallation of the graphics driver, i playing LOSTARK (DirectX 11) for 30 minutes to 2 hours will freeze. My screen stops or goes black, but I can hear the game sound and cannot perform other operations. I can only use the task manager to close it. It may freeze 2-3 times, after which the game will continue to run normally until I update/reinstall the graphics driver again. Is there any way to solve this problem?

[Xiongmaomao]

i'm late ,
I updated to version 32.101.0.6972, and the problem remains the same

You said this is a problem specific to my system, could this have something to do with the storage system's drives? It is true that the SSD where the system is located has been used for a long time.but the RX6500XT I used before didn't have this problem, which is what makes me confused.

Thank you very much for your help over the past month.unfortunately, I don't have more equipment to system test,most existing drives have other uses and don't have other computers to test Arc GPU. so I can't provide any more information right now.

[ArchieD_Intel]

Hi Xiongmaomao,

I would like to clarify some things on the graphics issue you've been experiencing and provide some additional troubleshooting steps that might help resolve it. Please find the details below:

1. When your screen stops or goes black, could you try pressing the combination Win + Ctrl + Shift + B simultaneously? You should hear a beep, and the screen should flicker and return to normal. Can you let me know if this helps you get back to the game screen and continue playing?
2. You mentioned that the issue did not occur with your previous RX 6500XT GPU. Did you use Display Driver Uninstaller (DDU) to remove the driver for that GPU before installing the B580 and its driver? I recommend performing DDU on both the RX 6500XT and B580, then reinstalling the latest Arc driver (version 101.6913) to see if this resolves the issue.
3. You mentioned, "My screen stops or goes black, but I can hear the game sound and cannot perform other operations. I can only use the task manager to close it. It may freeze 2-3 times, after which the game will continue to run normally until I update/reinstall the graphics driver again." Could you clarify what you mean by "I can only use the task manager to close it. It may freeze 2-3 times, after which the game will continue to run normally until I update/reinstall the graphics driver again"? Understanding this will help us pinpoint the issue more accurately.
4. Have you updated to the latest motherboard BIOS dated 2025-07-09? Your System Support Utility (SSU) shows the BIOS date as April 09, 2025. Ensuring your BIOS is up-to-date can sometimes resolve compatibility issues.

Your feedback is crucial in helping us address this issue effectively. Please let me know if you need any assistance with these steps or if you have any other questions.

Best regards,

Archie D.

Intel Customer Support Technician

[Xiongmaomao]

Answer

1. NO

2.I have repeated this operation many times. The result is that it does not solve the problem

3.I mean when the freezing occurs I can't close the game window by normal operation, I can only close it through the task manager,The game may freeze 2-3 times repeatedly after each graphics driver update/installation. Every time I update/install the graphics driver, the game may freeze, so I have to close it through the task manager and then restart it, and this process may repeat 2-3 times. Maybe it will not appear on the 4th and subsequent launches. But the next time you update/reinstall the graphics driver, it will appear again.Simply put, the game can be played normally after 2-3 freezes in a driver update cycle. However, the freeze problem will occur again after the update.

4.Yes, I updated it as soon as I received the message.Then I reinstalled the Arc driver (version 101.6913) after DDU deletes the driver. re-enter the game until the freezing problem occurs and "Win + Ctrl + Shift + B" Invalid for problem

A new SSU report was uploaded for you to determine my motherboard BIOS and graphics driver versions, hope it can further help the problem

[ArchieD_Intel]

Hi Xiongmaomao,

Thank you for the confirmation. I will be investigating this again and will update you as soon as possible. Thank you.

Best regards,

Archie D.

Intel Customer Support Technician

[ArchieD_Intel]

Hi Xiongmaomao,

I attempted to replicate the problem you are experiencing on our end, but unfortunately, I'm unable to achieve the same results. It seems that the issue may be specific to your system. I recommend the following steps to help troubleshoot and resolve the problem:

1. Please try disabling any startup items that are not related to Microsoft/Windows. Then, launch the game again to see if the issue persists. There might be a conflict between certain programs on your system and the game.
2. If you haven't already, please test the Arc GPU on another system. This will help us determine whether the issue is related to the GPU itself or your current system setup.
3. If possible, use a spare drive to install a clean version of Windows with only the Arc GPU/driver and the game installed. This will help us identify if the freezing issue still occurs in a minimal environment.
4. Please try updating to the latest driver version 32.101.0.6972, as this may resolve any compatibility issues.

I hope these steps help address the issue. If you have any further questions or need additional assistance, please feel free to reach out. 

Best regards,

Archie D.

Intel Customer Support Technician

[ArchieD_Intel]

Hi Xiongmaomao,

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 Xiongmaomao,

Thank you for the feedback. I will be checking this back, however, please confirm if you're able to disable any startup items that are not related to Microsoft/Windows. Thank you.

Best regards,

Archie D.

Intel Customer Support Technician

[Mike_Intel]

Hi Xiongmaomao,

I hope you are having a good day.

I am just making a follow up to check if you tried to disable any startup items that are not related to Microsoft/Windows?

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

Best regards,

Michael L.

Intel Customer Support Technician

[Xiongmaomao]

yes, of course

[phil131]

Hi everyone,

I'm also experiencing the same problem. Lost Ark game freezing randomly between 15 minutes to 1 hour. This only happened when I updated the GPU and WIFI driver. Freezing doesn't happen before I update the drivers. Kindly see the attached file for my specs.

[ArchieD_Intel]

Hi Xiongmaomao,

Thank you for the clarification. I will be checking this and will get back to you again as soon as I have a solution.

Hi phil131, for us to address your concern and to avoid any confusion, please create a separate thread and one of the supports will be helping you.

Best regards,

Archie D.

Intel Customer Support Technician

[JIn_kuen]

한국에서도 로스트아크를 플레이하고 있는데, 4월에 새 PC를 샀을 때 아크 B580을 구입했습니다. 같은 문제가 발생합니다. 새 PC에는 로스트아크 외에 다른 게임이 설치되어 있지 않고, MS 오피스와 같은 기본 프로그램 외에는 아무것도 설치되어 있지 않아 충돌을 일으킬 수 있는 다른 요인은 없는 것 같습니다

[ArchieD_Intel]

Hi JIn_kuen,

For us to address your concern and to avoid any confusion, please create a separate thread and one of the support will be helping you.

Best regards,

Archie D.

Intel Customer Support Technician

[Xiongmaomao]

Hi

let me update you on the latest situation,I borrowed the RTX5060 and RX 9060XT from a friend for final testing,played for 3 hours, no freezing problems occurred,but B580 still freezes under 101.6989 driver.although the test is relatively simple, it also directly reflects that there are problems with B580's optimization of lost ark.this problem obviously has nothing to do with system compatibility.Although the sample size is small, there is indeed a problem, and other users have also reported this problem in the post.

You may want to ask me if I used the B580 to test it on my friend's PC,but unfortunately the problem is the same,I don't know any more details about his PC except that the cpu is a 9700x.

To this I would like to say that although I did not buy B580 mainly for gaming performance but other users might be annoyed by this.It has been 2 months and the problem has not been solved. I will not spend more time on it. even if there is no freezing problem, the B580 is not very good at optimizing lost ark, and frame drops in some scenes are common.hope you will optimize online games better

[Choaswsm]

兄弟，我默认你也是国服方舟玩家，我与你有相同的问题，只是我刚刚遇见，不确定是否三次卡住之后能正常游玩。

昨晚刷混沌地牢卡死两次，今天打黑龙副本卡死一次，都是游戏声音显卡占用都正常，就是画面停住无法操作。

我在网络上搜索了一段时间，发现台湾同胞那边有人尝试过将游戏兼容性改为win8就不会出现卡死情况，但是会有其他的bug，例如偶尔游戏声音会消失，亦或者走路时会有小小卡顿等情况，本着分享的态度想让你也知道这方法。毕竟声音消失好过打副本的时候卡住修车。

或许你可以将这点用英文与跟你对接的技术人员沟通一下，鄙人英语水平只有大概看得懂的程度，没有你那么流畅。

[Xiongmaomao]

是的，朋友我就是国服玩家，想问下，现在你试过把兼容性改win8后再重新安装驱动就没有卡死了吗，我现在用另外的一张显卡还没去试

[Choaswsm]

兄弟，我也是今天才找到这个方法，目前正在测试中，如果方便的话，希望你跟我一起测试。

在此基础上，我还在显卡驱动里调低了频率和功耗，因为这个游戏本来就不太吃显卡性能，或许你可以只调兼容性设置，跟我做一个对照组。

[Xiongmaomao]

有时间我会去试试的，性能肯定是够的，我是奔着解决卡死的问题来的只是想确认下结果以好对技术人员反映情况。

改完设置后重新安装驱动是否会卡死，如果你已经进行测试你大概已经知道这个方法是否有用了

[Choaswsm]

我目前尚未经历卡死，但我仍在跟朋友清本尚未重新安装驱动。

你的问题是卡死几次以后，这个版本的驱动就不会再卡死，直到你更新下一个驱动或重装现有驱动为止吗？

因为这卡昨天才刚到手，所以我只安装了一次驱动而已。

等我清完本，我会DDU删掉驱动，重新安装一遍，明天看看会不会出现卡死的情况。

[Choaswsm]

另外我好奇你是用什么分辨率在玩，因为我新显示器还在路上没到，所以目前我是暂时用1080P的显示器在玩的，或许这张卡在1080P环境下不怎么工作也是原因之一。

[Xiongmaomao]

是的，安装/升级驱动时，很快就会碰上卡死的问题，卡死若干次后在下一次更新驱动前就正常了，如果设置完重新安装后大概3-5小时没有卡死（从我卡死的经验判断），那这个方法就是可行的，当然你也可以测试更长的时间。

你现在可能跟我最开始碰见那样，因为已经卡死过几次，现在清本游玩看似是正常的，具体需要看重新安装后的运行结果

我是用的2k显示器，但我尝试过其他分辨率，1080 720都试过，依然会卡死，看起来应该跟显卡工作没什么关系