Apex Legends crashed with latest driver 4499

[dplcz]

I play Apex in dx12 mode. This error occurs to me as soon as I enter a match. If I use dx11 mode, it will even get stuck in the lobby.

[Andres_Intel]

Hello dplcz,

Thank you for posting on the Intel communities. I am sorry to hear that you are having game crashing issues with your Intel® Arc™ Dedicated Graphics Family, I will be happy to help you.

To have a better understanding of the situation, please answer the following questions: 

• Does it happen with old drivers?
• When did you buy the game? For example Epic, Steam, etc.
• Take screenshots of the game settings, if possible
• Take a video of the issue
• Download, run, save and attach the report for the following tools: 
  • Report for Intel® Graphics Drivers, find the installation steps on How to Install the Intel® Graphics Command Center From the Microsoft Store. 
  • Intel® System Support Utility for Windows (SSU), you can find the steps on the link How to get the Intel® System Support Utility Logs on Windows. 

Regards, 

Andres P. 

Intel Customer Support Technician

[dplcz]

1.It doesn't happen with old drivers such as 4369.
2.I bought the game in Steam.
3.

4.

There is my report.

I can enter the training ground, but once I enter matchmaking mode it crashes.

[Andres_Intel]

Hello dplcz,

Thank you for your response, all the information provided has been really helpful.

You provided all the information except the Intel® SSU, please download, run, save and attach the report for the following tool Intel® System Support Utility for Windows (SSU), you can find the steps on the link How to get the Intel® System Support Utility Logs on Windows to start with troubleshooting.

Regards,  

Andres P. 

Intel Customer Support Technician 

[dplcz]

Here is my report.

[Andres_Intel]

Hello dplcz,

Thank you for your answer, it has been really helpful. 

Please follow the steps below and let me know the results:

• What is the power supply make and model?
• Make sure BIOS is updated. For installation steps, you can contact the motherboard manufacturer.
• Clean install the graphics driver to version 31.0.101.4499 using the Display Driver Uninstaller (DDU). For guidance, How to Use the Display Driver Uninstaller (DDU) to Uninstall an Intel® Graphics Driver 

Regards,  

Andres P. 

Intel Customer Support Technician 

[dplcz]

1.My power supply is PCCOOLER GI-K750.

2.My BIOS is the latest version.

3.I have used DDU to uninstall the driver and then install 4499 driver.It doesn't work. The game still crashes.

[Andres_Intel]

Hello dplcz,

Thank you for your response, and for completing the steps.

I will start with an investigation, and provide you with the next steps as soon as possible.

Regards,  

Andres P.

Intel Customer Support Technician

[dplcz]

I have used the latest driver 4502 and the problem remains.

[Norb]

Hello,

I have exactly the same error message (see beginning of post : DXGI_ERROR...)

Same experience with drivers:

Apex Legends (in dx12 mode) works without issues on driver 4369 (and earlier)

ANY newer driver, regardless if BETA or WHQL produces this error in the mentioned game.

I had to downgrade to 4369 to make it work again.

Hope you find the issue and correct the new drivers.

Kind regards,

Norbert

[Robin_H]

You’re probably right as there don’t seem to be that many reports of Apex Legends crashing. However reverting driver back to 4369 fixed the crashing problem for me somehow and I just can’t think of reasons other than driver issues.

[Andres_Intel]

Hello @dplcz and @Norb,

Thank you both for the information provided.

Actually I was going to recommend to try the graphics driver version 31.0.101.4502, since the issues persists, I will continue with the investigation.

Regards,

Andres P.

Intel Customer Support Technician

[Norb]

Hi Andres,

first I had this problem with the 4499 BETA driver, so I fell back to 4369.

Now, when the WHQL 4520 was released, I hoped its gonna work (not beta anymore) but had to revert back to 4369 again (as I described above).

If any log or whatever further information could help, let me know.

N

[Andres_Intel]

Hello @dplcz and @Norb,

Thank you for keeping us informed. 

We still working on the investigation, as soon I have further details I will let you know.

Regards,  

Andres P. 

Intel Customer Support Technician

[Norb]

Hi Andres,

Thanks for keeping us in the loop.
Did your colleagues manage to replicate the above described issue?

N

[Andres_Intel]

Hello @dplcz and @Norb,

Thank you for your time.

We tested it, however, we could not replicate it. Please follow the steps below and let me know the results:

• Clean install the graphics driver to version 31.0.101.4502 using the Display Driver Uninstaller (DDU). For guidance, How to Use the Display Driver Uninstaller (DDU) to Uninstall an Intel® Graphics Driver 

Regards,  

Andres P. 

Intel Customer Support Technician 

[dplcz]

Hi Andres,
I tested the latest 4514 driver after uninstalling with DDU, but the problem still exists.

Are you using dx12 mode when replicating the problem?

[Norb]

Hi @dplcz ,

I am worried about the fact that the guys at Intel are not able to replicate the problem.

My suspicion is that we might have some issue on our computers.

If you agree, lets try to find what is common in our computers (hardware/software) what might cause the issue.

My HW specs are

- mobo: MSI B450 Tomahawk Max

- ram: corsair DDR4 memory 8GB, 4 sticks = 32GB running at 3200 mhz

- cpu: AMD Ryzen 7 5800X

- gpu: intel ARC A770 16GB (the limited edition by intel)

- ssd: M2 Samsung 970 EVO Plus, NVMe + Crucial MX500, SATA

- sound: Creative Sound Blaster Z

- peripherials: Razer DeathAdder moue, Razer Blackwidow keyboard, Razer Kraken headphones 

Software and some settings:

- BIOS: Resizable BAR enabled

- OS: Windows 11

- software running on the computer: 

  . intel ARC driver + intel ARC control

  . Sound Blaster driver + tray icon: some kind of control software (like with the ARC)

  . Razer Synapse + Razer Cortex -- control software for the mouse, keyboard, headphones

  . Windows Defender (the built in antivirus software)

I hope I didnt forget anything, this should be it.

Do you have something of the above the same?

Especially Razer, as in the past I had issues with the Razer Synapse, some software did not work because of it. I even had an issue, were the Razer software prevented the computer from going to sleep mode..

I will try switching off/quitting Razer Synapse, Sound Blaster software one by one to make sure it is not them causing the issue.

I know this is not likely to help, just thought it might make sense to compare our systems (hw and sw), and if we find something common, it might be the troublemaker.

Also Andres could post what is the specs + software of the test computer they are trying to replicate the problem on.

- 

[dplcz]

I am also using windows 11 system. The biggest difference between us is that my cpu is i5-13400. I don't think our equipment is the problem, because I found that many people have the same problem as us in some media platforms.

[Andres_Intel]

Hello @dplcz,

Thank you for your answer and information provided.

We tried to replicate the issue wit DX11 and DX12 mode, I will continue with the investigation, and provide with the next steps as soon as possible.

Regards,

Andres P.

Intel Customer Support Technician

[Robin_H]

我也是一样的问题

我的帖子在这里Apex Legends (Steam - DX12 Beta) crashes on driver 4499 & 4502 - Intel Community

我没见到其他语言的用户反馈，不知道是不是系统语言的问题（虽然感觉不太可能）