[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?

[ArchieD_Intel]

Hi Xiongmaomao,

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

• Does the issue occur only during cutscenes? Or does it also happen during regular gameplay or menus?
• 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

[Xiongmaomao]

Hello!
Let me answer your question
Firstly, this situation can occur in any game segment, not just in cutscenes
The problem started with the first driver I installed after receiving the graphics card, but at that time I felt that it was just another issue that could be improved by updating the graphics driver, but it didn't. The initial graphics driver was downloaded from the GUNNIR official website at version 32.0.101.6559. As I mentioned before, every time the graphics driver is updated, there will be issues. The update of game patches will not change this pattern, it will only appear after the graphics driver is updated
At present, I have tried updating the BIOS of the motherboard, turning off XMP memory, completely deleting all residual drivers from DDUand installing，and adjusting game full screen/window mode/borderless mode.
Graphic settings: Low latency mode on+boost
Game platform: Wegame
I hope it can be helpful for you to handle this issue

[ArchieD_Intel]

Hi Xiongmaomao,

Thank you for the update. Having checked here the current driver version installed is 32.0.101.6876. I suggest updating this first to the latest 32.0.101.6881, executing clean installation and see if the issue will be resolved.

I would also like to obtain 3 CapFrameX log to thoroughly analyze the FPS performance. Kindly ensure that the game would run for a minimum of 2 minutes each.

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

Best regards,

Archie D.

Intel Customer Support Technician

[Xiongmaomao]

latest progress

Installing 32.0.101.6881 also did not solve the problem, which occurs every time the graphics driver is installed/updated, as mentioned earlier.

[ArchieD_Intel]

Hi Xiongmaomao,

Thank you for the update. Please confirm if you performed clean installation or DDU before installing the latest driver.

In line with this, is the resizable bar enabled? Is the Windows Operating System up to date?

If you have any questions, please let me know.

Best regards,

Archie D.

Intel Customer Support Technician

[Xiongmaomao]

Yes, before installing the latest driver, I entered safe mode and used DDU to delete everything. The installation was a completely new installation

resizable bar enable and Windows Operating System version ，I provided two screenshots that you can view

[ArchieD_Intel]

Hi Xiongmaomao,

Thank you for the confirmation. I will now further investigate this and will get back to you once a resolution is available. Thank you for your patience and understanding.

Best regards,

Archie D.

Intel Customer Support Technician

[ArchieD_Intel]

Hi Xiongmaomao,

I have attempted to recreate the problem using two different graphics drivers—32.0.101.6881 WHQL Certified (Latest) and 32.0.101.6795—running tests for two hours each. Unfortunately, I'm unable to replicate the freezing issue.

Additionally, we checked for any game crashes during our tests but did not encounter any. This suggests that the graphics driver may not be the cause of the issue, and other factors could be contributing to the problem.

To further investigate, we kindly ask for your assistance with the following:

1. Do you experience these freezes with other games?
2. When the game freezes, if you leave it as is, does it eventually crash? If so, please provide any crash logs you can obtain.
3. Have you tried uninstalling/reinstalling or verifying the game files? If not, please consider doing so.
4. Disable any unnecessary startup items and applications to see if this resolves the issue.

Your cooperation will help us better understand and address the problem.  

Best regards,

Archie D.

Intel Customer Support Technician

[Xiongmaomao]

Thank you
First at all, thank you for your help in testing. Here, I would like to say that I don't play many games, but only lost ark has freezing problems, but it will not crash in the end. yes，I tried to uninstall/reinstall or verify the game files but it didn't solve.I've gotten a lot of information, at least your tests can show that it's not a graphics driver problem
I am not a professional. Just like the method found on the Internet, I can only perform simple tests and exclusions.
May I ask here Will the stored hard drive have a certain impact on the problem？ or compatibility between the Windows version and the game？

[ArchieD_Intel]

Hi Xiongmaomao,

Thank you for the feedback. I will check this again and will get back to you once a resolution is available. Thank you.

Best regards,

Archie D.

Intel Customer Support Technician

[ArchieD_Intel]

Hi Xiongmaomao,

I'm committed in helping you isolate and resolve the issue you have encountered with your system. To further diagnose the problem, I kindly request your assistance in obtaining specific application and system event viewer logs. These logs often contain valuable information about errors that occur prior to system freezes.

Please follow the steps below to generate and send us the necessary logs:

Application Event Viewer Log:

1. Right-click on the Start Button.
2. Click on Event Viewer.
3. Click on the chevron next to Windows Logs.
4. Right-click on Application and select "Save All Events As."
5. Save the file and send us a copy.
6. Make sure to indicate the timestamp of the crash.

System Event Viewer Log:

1. Right-click on the Start Button.
2. Click on Event Viewer.
3. Click on the chevron next to Windows Logs.
4. Right-click on System and select "Save All Events As."
5. Save the file and send us a copy.
6. Make sure to indicate the timestamp of the crash.

Additionally, I ask you to document the temperature of your system while it freezes. This information can be crucial in identifying potential overheating issues.

Furthermore, please let me know if you were able to set up the overlay settings for CapFrameX as instructed in the forum thread: https://community.intel.com/t5/Intel-ARC-Graphics/Need-help-Reporting-a-bug-or-issue-with-Arc-GPU-PLEASE-READ-THIS/m-p/1494429.

If the overlay is set up correctly, the system temperatures should be visible. Please snap a photo of the game while it freezes if the temperature is visible and send it to us. 

Best regards,

Archie D.

Intel Customer Support Technician

[Xiongmaomao]

Hello！

I'm late, Due to work reasons, I don't have much time . recently, I updated Win10 to the Win11 system，So I'm sorry,regarding the previous freezes I can't provide the log timestamp accurately.but the problem is still the same as before, it can be certain that after encountering problems on the new system, I searched for the keyword 'lost ark' through the event viewer and did not find any relevant recor

game screenshot shows that the temperature of the game did not change much when frozen，

I forgot to mention it before this, the RX 6500xt I used had never experienced freezing in the same hardware environment until I installed B580, although it has not caused any significant problems with other games I play so far. This is the reason why I started to doubt

[ArchieD_Intel]

Hi Xiongmaomao,

Thank you for your feedback. I will be further investigating this using the files that you've provided. I will be updating you as soon as I have a solution. Thank you for your patience.

Best regards,

Archie D.

Intel Customer Support Technician

[ArchieD_Intel]

Hi Xiongmaomao,

Based on the event viewer log that you provided, the faulting module is called efengine.dll

You can locate this error by doing the following:

1. Opening the Application.evtx file he provided
2. Click the Filter Current Log
3. Among the Event level, click the box labeled Error
4. Then press Ok

Going back to the error message, the error message indicates that the efengine.dll module encountered an exception code 0xc0000005 during runtime, which is usually caused by accessing an invalid memory address. 

Since the game and graphics card is updated, can try the following:

1. Kindly check if WeGame has a free game file verifier and check if the game has been downloaded correctly
2. Try using Windows Memory Diagnostic Tool to detect any potential issues with the customer's memory
3. Re-download and install the game

If you have any questions, please let me know, thank you.  

Best regards,

Archie D.

Intel Customer Support Technician

[Xiongmaomao]

Hello

I ran the Windows memory check and the result was normal, Afterwards, I reinstalled the game and uninstalling the graphics driver through safe mode and reinstalling it.

The problem has not been resolved and there is still a freezing issue, I performed a simple screen recording to show the freezing issue, you can check it out

[ArchieD_Intel]

Hi Xiongmaomao,

Thank you for the update. Since this is the case, I will be checking this further again and will get back to you as soon as possible. Thank you for your patience.

Best regards,

Archie D.

Intel Customer Support Technician

[Ernesto_C_Intel1]

Hi @Xiongmaomao, 

I hope this message finds you well. I am writing to you on behalf of our technician, Archie, regarding the issue you recently raised.

Please be assured that we are actively investigating the matter to ensure a thorough resolution. We understand the importance of this issue and are committed to providing you with an update as soon as possible.

Thank you for your patience and understanding. If you have any further questions or require additional information in the meantime, please do not hesitate to reach out.

Regards, 

Ernesto C. 

Intel Customer Support Engineer

[ArchieD_Intel]

Hi Xiongmaomao,

To help us in investigating this, I would like to know if the game is stored on an HDD?

Best regards,

Archie D.

Intel Customer Support Technician

[Xiongmaomao]

The games are stored on SSD  "Kingston SNV2S"

[ArchieD_Intel]

Hi Xiongmaomao,

Thank you for the feedback. I will be posting once I have a solution. Thank you for your patience and understanding.

Best regards,

Archie D.

Intel Customer Support Technician