Artifacts on screen

[DeakonFrost]

Got black screen in game and after that i have pixels all over the screen as seen on the picture below. I have restarted computer and reinstalled different versions of drivers with no results. Is it software or drivers related?

[RandyT_Intel]

Hi @DeakonFrost,

Thank you for posting here in our community. To effectively diagnose and address the issue you're experiencing, I kindly ask you to provide detailed responses to the following questions. This information will help us isolate the problem and determine the most appropriate course of action.  

• Please provide the SSU log report and share it here so I can review your system's configuration. 
• Which digital distribution platform did you use to download the game? What is the name of the game?
• Have you previously performed a clean installation of the graphics driver, before using either an older or the latest version? 
• What other steps were taken to troubleshoot this issue?  

I look forward to your response and am committed to resolving your issue promptly. 

Warm regards,  

Randy T.  

Intel Customer Support Technician  

[DeakonFrost]

Hi. I have solved the issue for now by reverting driver to version .6734 WHQL at the end. But this has to be investigated as I need to update drivers at some point so I will answer your questions as much as I can.
Kind regards

[RandyT_Intel]

Hi @DeakonFrost,

Thank you for the update. I'm glad to hear that reverting to driver version .6734 WHQL has temporarily resolved the issue. I agree that further investigation is necessary to ensure future driver updates do not cause similar problems.

To assist with the investigation, please provide any additional information or observations you have regarding the issue. This will help us identify the root cause and work towards a permanent solution.

Warm regards,  

Randy T.  

Intel Customer Support Technician  

[DeakonFrost]

Dear Custom support

Continuing investigating my problems with blacking screen or part of it I have made a screenshot and gathered some details.

1.Please find attached SSU report below. 

2. Game name is Claire Obscure expedition 33 and I am running it from Microsoft store/ Xbox app.

4. problem only appears when using XeSS, while using TSR there are different lighting problems. 

3. I have installed fresh drivers multiple version and problem still remains.

I would like to also mentioned that black screen problem on XeSS appears also in the game Tekken 8 on Steam platform. I hope those information will help to solve problem for me and community.

[RandyT_Intel]

Hi @DeakonFrost,

Thank you for sharing this information. I will begin investigating the issue and attempt to replicate it on our end. I'll post an update here or notify you directly once there are any developments. If I need further details, I'll reach out to you here. I appreciate your patience as I work on this matter. 

For the Tekken 8 concern, please create a separate ticket so we can look into the issue further. I can only accommodate one issue per ticket. Thank you for understanding.

Warm regards,  

Randy T.  

Intel Customer Support Technician  

[RandyT_Intel]

Hi @DeakonFrost,

To ensure we provide you with the best possible support, we kindly ask for some additional information:

• Could you please confirm if the artifacts are appearing in all applications or if they are limited to specific ones?
• For the games you mentioned, could you specify where exactly the artifacts are occurring? Unfortunately, the screenshot provided does not clearly show any artifacts, so any additional details would be helpful.
• Is the black screen issue a persistent problem even when using an older driver version? This information will help us determine if the issue is related to the current driver.

If you are experiencing two separate issues (artifacts and black screen), we recommend creating different threads for each issue. This will allow us to thoroughly investigate each problem, as they may require distinct troubleshooting and investigation approaches.

• Could you please provide the game settings for the games in question? This information will assist us in understanding the environment in which the issues are occurring.

Once we have this information, we will be better equipped to assist you in resolving these issues. Thank you for your cooperation and patience.

Warm regards,  

Randy T.  

Intel Customer Support Technician  

[RandyT_Intel]

Hi @DeakonFrost,

Just checking in on my previous message regarding your inquiry. Have you had a chance to review it? If you need more information or have any questions, feel free to reach out. I'm here to help!

Warm regards,  

Randy T.  

Intel Customer Support Technician  

[RandyT_Intel]

Hi @DeakonFrost,

Since I haven't heard from you, I will proceed with closing this case. Please note that it will no longer be monitored. However, you may submit a new ticket if you need further assistance in the future.

Warm regards,  

Randy T.  

Intel Customer Support Technician  

[DeakonFrost]

Hi Randy.
I haven't seen the massage on time, sorry. Regarding to the problem, I had it one more time (in Windows) and few more times in game but it fixed itself after few seconds.