B580显卡在游戏时切屏或弹出桌面，显卡占用率异常的问题

[刘坤然]

在我游玩的主要游戏，三角洲，黑神话悟空和绝区零中，按照2k高画质的设置，显卡占用率基本都在60%到80%之间，所有游戏在游玩过程中不存在其他问题。但是在弹出系统桌面，或切换其他软件到前台时，显卡占用率会直接来到100%，导致游戏闪退（三角洲）或者蓝屏（黑神话悟空）。我根据网络上的一般解决办法，比如重装系统，更换驱动等方式，均无法解决该问题。以下为部分游戏中显卡正常和异常的对比图。

下图为三角洲游戏画面，分别为普通游戏界面，切换其他软件和弹出桌面。可以很明显看到切屏后显卡占用率上升异常。此时频繁切换会导致游戏卡死。而在3A游戏黑神话悟空中，出现的情况和三角洲一样。但黑神话这边，我在截取屏幕图片时，也会频繁出现蓝屏情况，截取游戏画面难度大，因此仅放上一张蓝屏图。
考虑到仅在部分游戏中会有这样的情况出现，经过初步判断，我认为是显卡驱动问题，当然不能完全排除显卡硬件的问题。以上是所有的问题内容，还请工程师或懂行的人帮忙解答，谢谢。

三角洲游戏界面其他软件在前台弹出桌面黑神话悟空蓝屏

[刘坤然]

以下为设备的基本信息，和显卡的驱动版本台式机设备信息显卡驱动版本

[HeavenlyRoller]

我的3080也有此类问题，我的CPU是5800x3d，我在想也许是win11或AMD芯片导致了这种状况

[DhannielM_Intel]

Hello 刘坤然, 

请注意，我只能用英语为您提供支持。我使用了网络翻译工具来翻译此回复，因此，可能会有一些不准确的翻译

Thank you for posting in the community!

To further investigate this issue, I have a few questions and clarifications. Please provide answers to the following:

• When did the issue first occur?
• Do you recall the graphics driver version at which the issue started?
• Have you tested different graphics driver versions to see if the problem persists?
• Have you tried using Display Driver Uninstaller (DDU) to perform a clean installation?
• Other than the three affected games, have you noticed the same issue in any other games?
• Which gaming platform did you download the game from (e.g., Steam, Epic Games, Battle.net, GOG, etc.)?

Additionally, I want to set the right expectations for troubleshooting. Since you have reported issues across three different games, even though they share similar symptoms, it would be best to create a separate thread for each game. This way, we can track each issue individually and avoid any confusion in case only certain games remain affected. So for now please let me know which game should we focus on this thread first?

While at it, 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

Additionally, to further analyze the error message, I would like you to recreate the issue and generate a dump file. Please follow the instructions provided in this link to do so.

Best regards,

Dhanniel M.

Intel Customer Support Technician

[刘坤然]

很感谢您能看到这个帖子，我也很希望看到Intel能把显卡越做越好。以下是我对您提出的几个问题的回复：

1.我的电脑是4月25号组装的，从那之后我就下载这些游戏，这些问题均是在我开始玩后就出现的。

2-3.我尝试过Intel官网上的多个显卡驱动版本，从6559到6793，都会有这个情况出现。

4.事实上我每次装驱动都会使用DDU，但没有改变这个情况。

5.没有，因为我是学生，因此主玩的游戏就这几个，平时也很少会主动去接触其他游戏。

6.（1）黑神话是在steam平台，游戏文件多次检验过完整性，需要注意的是黑神话在弹出桌面后，游戏的帧率上限会自动改变，比如我原本设置为60帧，那么切换一次桌面后就会自动变成120帧，对应的30帧就会变成60帧，这个情况只能通过游戏里重新调节画质大小和帧率设置才能恢复正常。同时在steam里以兼容模式打开该游戏，则不会出现上述的任何问题。（2）三角洲是在WEgame平台下载，这是一个中国国内的游戏平台，这个游戏出现的主要问题就和之前说的一样。（3）绝区零是在该游戏官网下载，但这个游戏最近更新一次后，我发现没有再出现过之前的问题，很离谱。在这三个游戏中，如我描述一样，情况最严重的是黑神话，所以建议您优先关注它。SSU的文件我已经附上，但是canframeX我按照链接里的步骤，无法正常生成Configuration文件夹，因此后续作难以完成。

[DhannielM_Intel]

Hello 刘坤然,

Thank you for identifying the game we should focus on in this thread. Since the Configuration folder wasn't automatically created, it's perfectly fine to manually create it and paste the file from the link I provided.

Once you've done that, could you please record the FPS using CapFrameX? Additionally, I would appreciate it if you could provide a video reference of the issue you're encountering.

Best regards,

Dhanniel M.

Intel Customer Support Technician

[刘坤然]

您好，我已经使CapFrameX用把三角洲的游戏帧率录制下来了。但黑神话在录制过程中，因为蓝屏重启的原因，我每次录制的文件都无法正常保存，所以只能上传三角洲的json文件给您。不过这两个游戏我都录制了视频，考虑到网站上传文件的限制，因此画质会很差。

这里我再把每个游戏的问题简单说明一下：这些游戏在切屏后显卡的占用率上升异常，此时切换会其他软件或桌面就会导致游戏卡死、蓝屏。在三角洲的视频里可以看到切换微信、弹出桌面时，显卡占用率直接从70%到100%。而在黑神话的视频里，弹出桌面时显卡占用率一样直接提高到100%，且回到游戏后，游戏帧率上限自动改变，在设置里调整帧率后，显卡占用率才正常，但此时弹出桌面，直接蓝屏。

[DhannielM_Intel]

Hello 刘坤然, 

As mentioned earlier, due to the limitations of this thread, I can only assist with one game at a time. Since you're experiencing the same issue with both games, I recommend creating a separate thread for the other game. As you previously indicated, we'll focus on Black Myth Wukong.

Moving forward, I've noticed that changing the settings from 60 to 30 FPS didn't affect the performance. However, pressing the Windows key, which suggests another program is being used, causes the game to crash and results in a BSOD. Additionally, alt-tabbing leads to 100% utilization.

Since this isn't a performance issue, we don't need CapframeX for this investigation. To further diagnose the problem, please recreate the issue and generate a dump file. Follow the instructions provided in this link to do so.

Additionally, to assist with the investigation, could you please provide an image of your in-game graphics and display settings? If possible, I would appreciate an English version of the game settings so I can accurately replicate them on my end. Thank you for your cooperation.

Best regards,

Dhanniel M.

Intel Customer Support Technician

[DhannielM_Intel]

Hello 刘坤然, 

I wanted to check if you've seen my previous response, where I asked for some clarifications and posed a few questions. Please let me know your answers at your earliest convenience.

Best regards,

Dhanniel M.

Intel Customer Support Technician

[刘坤然]

Sorry, I was busy with some things during this time and didn't organize the relevant documents in time. I've put the image quality settings and small memory dump files in the zip package, and I hope these files will help you.

[DhannielM_Intel]

Hello 刘坤然, 

Thank you for providing these details. I apologize for the follow-up question, but could you let me know what settings are configured for frame generation? This will help me replicate your setup accurately on my end.

Best regards,

Dhanniel M.

Intel Customer Support Technician

[刘坤然]

With XeSS enabled, the frame generation setting typically only offers two options: "Auto" and "Off". In my case, it's set to "Auto", while the other graphics settings remain consistent with those in the compressed package you sent. Playing Black Myth: Wukong with these graphics settings at a locked 60 FPS results in GPU utilization generally ranging between 65% and 85% across most scenes, with VRAM usage around 8.5 GB. As long as I don't switch to other foreground applications or minimize the game to the desktop, this configuration doesn't experience much stuttering during gameplay, and the overall experience feels very smooth

[JeanetteC_Intel]

Hello 刘坤然

I will look into this internally and share an update at the earliest opportunity.

Best regards

JeanetteC.

Intel Customer Support Technician

[ArchieD_Intel]

Hello 刘坤然

1. Could you please provide the model and wattage of your Power Supply Unit (PSU)?
2. Are you using multiple monitors or just one monitor with your setup?
3. Have you tried running the System File Checker (SFC) in Command Prompt as an administrator? You can do this by typing (sfc/scannow) to ensure there is no corruption in your operating system.
4. Could you attempt a clean boot to rule out any third-party software conflicts? This involves disabling startup items and then trying again.
5. Does the issue occur in both "Windowed" and "Borderless" display modes when playing Black Myth: Wukong?

Best regards

Archie D.

Intel Customer Support Technician

[刘坤然]

Hello, apologies for the delayed reply:

1. My Power Supply Unit information is as follows:

   • Brand: Yichenyu（A Chinese brand power supply）

   • Model: Xuanwu 850K

   • Rated Power: 850W

   • This is a fully modular ATX power supply.

   • The power output ranges between 701-900W, with a peak capacity of 1200W.

   • I chose this product because of its affordable price, positive market reputation, and reliable after-sales service. I did not consider first-tier power supply brands.

   • Considering my other hardware components, I believe a 650W unit would be sufficient to power my system. Nevertheless, I ultimately selected the 850W model.

2. I use only one monitor: 2K resolution at 180Hz.

3. I have executed  multiple times. The results consistently show:
   "Windows Resource Protection did not find any integrity violations."sfc /scannow

4. Clean Boot Test:

   • I performed a clean boot. Due to network requirements, only essential system services and network support services were loaded.

   • I launched Black Myth: Wukong.

     • Good news: Tabbing out to the desktop no longer causes a Blue Screen of Death (BSOD).

     • Bad news: After tabbing out, the game application still crashes. Multiple attempts yielded identical results.

   • The system error prompt indicates a graphics driver crash (as shown in the attached image).

   • After restoring all services and rebooting normally, I relaunched Black Myth: Wukong.

     • The issue where tabbing out triggers a BSOD persists.

   • Attached are minidump files generated from today’s BSOD for your analysis.

5. Display Mode Test:

   • The BSOD issue occurs in both "Windowed" and "Borderless" display modes.

[RandyT_Intel]

Hello 刘坤然

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.  

Best regards

Randy T.

Intel Customer Support Technician

[ArchieD_Intel]

Hello 刘坤然

I'm currently investigating this, but can you please provide the following:

• Are you using the latest motherboard BIOS?
• What power plan are you using? Is it set to "High Performance?"
• In the event viewer, navigate to "Windows Logs" and then "System." Please Clear the log, attempt to reproduce the BSOD, and then export the log so you can send it.
• I would also like to obtain a screenshot of the reliability monitor (in Windows search bar - type reliability and you can see "view reliability history" and press enter to open it) to review a timeline of system events and failures? This might provide additional context. Ensure the "View By" option is set to "Days" and capture the screenshot immediately after the BSOD (make sure that the last column at the right side is selected).
• Do you have other crash dumps that you provide like memory.dmp?

If you have any questions, please let me know.

Best regards

Archie D.

Intel Customer Support Technician

[ArchieD_Intel]

Hello 刘坤然

I wanted to check if you had the chance to review the questions I posted. Please let me know at your earliest convenience so that we can determine the best course of action to resolve this matter. 

Best regards

Archie D.

Intel Customer Support Technician

[刘坤然]

I apologize for the late reply.Due to the stuck Intel community login account interface, I can't log in normally.
Below are the answers to your questions.

1. The motherboard is MSI B760 GAMING PLUS WIFI, with the BIOS version 7D99vH7 released on May 19, 2025, which is the latest available version.

2. The power plan has consistently been set to High Performance mode.

3. The system log has been generated as requested. The BSOD occurred on June 27 at 12:04.

4. Relevant screenshots and files have been retained according to the requirements.

5. No other crash dump files were found. Only today’s minidump files can be provided additionally.

I hope the above information is helpful for your investigation.

[ArchieD_Intel]

Hello 刘坤然

Thank you for your feedback. I will be further investigating this using the files that you've provided. I will update you as soon as possible. Thank you for your patience.

Best regards

Archie D.

Intel Customer Support Technician

[ArchieD_Intel]

Hello 刘坤然

I have conducted thorough tests on our end but I'm unable to replicate the issue. I recommend the following steps to help resolve the problem:

• Are you alt-tabbing between games?
• Please reconnect the PCIe power cable (1 x 8-pin) from your PSU to the Arc B580 GPU. Alternatively, try using a different PCIe power cable to ensure a secure power connection and avoid any issues related to a loose or damaged cable.
• I advise testing the Arc B580 GPU in a different computer to see if the issue persists. If you have a spare drive, consider performing a clean installation of Windows OS, as the current installation might be compromised by corruption or conflicts.

Additionally, have you tried updating the driver to 6913?

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

Best regards

Archie D.

Intel Customer Support Technician