B580 System Crash in Space Marine 2

[spl1490]

Having issues with Space Marine 2. Any help is appreciated.

When running Space Marine 2, I experience random system crashes without BSOD that force me to power cycle the computer using the power button. There are two crashes that happen for Space Marine 2. One happens occasionally when I start the game. As soon as I open the game and it gets to the first time something besides a black screen is displayed, I get the game's crash reporter opening asking me to submit the crash log. This crash is annoying, but my system doesn't lock up.

The crash that I really want to solve happens during gameplay. The system will completely lock up without going to BSOD and be unresponsive to any input. From attempting to keep track of the crashes, I can't see anything in specific why it would crash. Probably loading a large number of particle effects or a new area in memory, but those events happen all the time in the game and the graphics performance doesn't go down typically.

I have the latest BIOS updates and CPU/GPU drivers. I have run CPU/GPU/Mem stress tests for 10+ hours without errors or overheating. I have used Steam to verify the game files multiple times. I also made sure to do a clean install of GPU drivers through the recommended method.

I don't have detailed logging enabled, but if I check Windows Event Viewer, I can see a few errors at the time of the crash from Intel.GraphicsSoftware.App. Maybe the Intel Graphics Software is doing something in the background and causing the active game to crash?

The 4 event error messages in order are "ctlEnumLeds", "3rd Party - IGCL ctlEnumLeds - Exception", "ctlGetFirmwareProperties", and "3rd Party - IGCL ctlGetFirmwareProperties - Exception".

My system is very new and the only things I have installed or used this system for are Discord,  Steam, and Web browsing. The only component that got carried over from my previous build is the power supply, which is rated well over what the system needs and didn't have any issues for years in my previous build.

My Intel SSU report is attached as well as the Space Marine 2 crash log.

[JeanetteC_Intel]

Hello spl1490,

Thank you for posting in Intel Communities.

To get a better understanding of the issue and be able to provide an effective recommendation, please provide the missing key information here:

1) Has the game (Space Marine 2) previous runs fine and only had the issue recently?

• If previously works fine, what were the changes made before the issue (game updates, driver updates, OS updates, changes in settings, etc.)
• If new install and had the issue right way, proceed with #2.

2) Can you share your PSU (make and model)?

3) Share a screenshot of your game settings.

4) I also noticed that the BIOS is still not the latest version. Please check with your motherboard support team and get help on updating to the latest firmware (2207). Please ensure that the Resizable Bar or ReBar is enabled.

5) I understand that you already tried clean installation of the GPU drivers through recommended methods. Can you confirm you have tried using the Display Driver Uninstaller (DDU) to Uninstall an Intel® Graphics Driver?

6) Please help share the dump/log files that may help with the further investigation of the issue.

I will wait for your response.

Best regards,

JeanetteC.

Intel Customer Support Technician

[spl1490]

1) Space Marine 2 has always had system crashes. Other games like Overwatch and Rivals I have had no problem. I adjusted some graphic settings so there is no scaling and removed my memory XMP profile, but it didn't fix it. 

2) Corsair TX 750W

3) I'd have to attach a bunch of screenshots to get the all the video settings. Here is the summary:

Display mode: Borderless; Display Resolution: 2560x1440; Render Resolution: Native; Resolution Upscaling: FSR; Frame Generation: off; Quality preset: Medium

4) Got it. I didn't realize they came out with a BIOS update last week. I'll update that now. Resizable Bar is enabled and confirmed in Intel Graphics Software.

5) I only did the clean install through Intel Graphics Software. I'll use DDU and update.

[JeanetteC_Intel]

Hello spl1490,

Thank you for the detailed information. Since you've tried several fixes for the Space Marine 2 and it still crashes while other games work fine, it might be specific to this game or its compatibility with your current setup.

The Corsair TX 750W should be sufficient for your system, so power supply is likely not the issue.

Your video settings seem reasonable, but you might want to experiment with lowering the quality preset or disabling features like Resolution Upscaling to see if it makes a difference.

Updating the BIOS to the latest version and performing a clean installation of the newest graphics driver using DDU might resolve the issue. Please keep me posted on the results after these updates, and don't hesitate to share any screenshots or further details if the problem continues.

Best regards,

JeanetteC.

Intel Customer Support Technician

[spl1490]

I did the clean install of the drivers using DDU and updated to the latest motherboard BIOS. Making sure to login and then shutdown between updates. I'm still getting some crashes. I tried turning down the settings to all Medium, no frame gen, and switched to windowed.

The crashes that I get either happen when I alt+tab out to discord or just randomly in the game. For the latest random crash, I did notice that in the Windows event logs right as the system crashed, Windows logged an error with the Intel Graphics Software trying to get a driver update. The errors were the same as the original post: "3rd Party - IGCL ctlEnumLeds - Exception", etc.

In the attached Windows Event Viewer log, the crash happened at 6:41:11 PM.

My working theory is that the Intel Graphics Software is trying to get information about the card and somehow isn't playing nicely with Space Marine 2 and Windows. 

[JeanetteC_Intel]

Hello spl1490,

To continue investigating this issue, please provide a new SSU log file.

Before running the SSU scan, ensure that your graphics drivers are updated to the latest version (32.0.101.6989). If they are not, please update them using Display Driver Uninstaller (DDU) to remove the previous Intel® Graphics Driver.

I look forward to your response.

Best regards,

JeanetteC.

Intel Customer Support Technician

[spl1490]

The SSU log is attached. Let me know if there is anything else I should try or update.

[JeanetteC_Intel]

Hello spl1490,

Thank you for sharing the updated SSU log file. Let me proceed with checking this issue internally and I will post another update once it is available.

Best regards,

JeanetteC.

Intel Customer Support Technician

[JeanetteC_Intel]

Hello spl1490,

Please be informed that I am still addressing this issue. I will provide an update as soon as it becomes available.

Best regards,

JeanetteC.

Intel Customer Support Technician

[JeanetteC_Intel]

Hello spl1490,

As for the initial replication, I've successfully replicated the issue of the customer using our Ultra Core 285K even on game idle or game play. Additionally, in the game play, I would like to emphasize that the issue occurs when the game difficulty is on veteran.

With that in mind, since there is a new driver release, please proceed with updating the graphics driver to the latest version by getting it via this link: Intel® Arc™ & Iris® Xe Graphics - Windows*. Please proceed using Display Driver Uninstaller (DDU) to Uninstall an Intel® Graphics Driver.

If the issue persists, please share a new SSU log file, so I may proceed with the investigation. 

Best regards,

JeanetteC.

Intel Customer Support Technician

[JeanetteC_Intel]

Hello spl1490,

Did you get a chance to review the previous post?

Please let us know if you have any questions.

Best regards,

JeanetteC.

Intel Customer Support Technician

[spl1490]

Hi Jeanette,

I have been playing the game with the updated Intel drivers and Windows updates and the random crashes have basically stopped. However, I still believe the game would crash if the focus goes away from the game. For example, alt+tab to another window. 

For clarity, I now have more stability in the game because of two things: 1) I never alt+tab away from the game. I use Discord on my phone and will close the game if I need to check something else on my computer and 2) I turned off ALL Windows notifications. Right after rebooting my system from a crash, there was always a Windows update or an Intel driver update notification that popped up. 

I will still get occasional crashes whenever the game starts before any loading screens appear, but that is much less painful than playing a mission for 30 minutes to have the game crash on the final boss.

I think you can close the issue as the crashing pain has reduced to a manageable level.

Thank you,

Scott

[JeanetteC_Intel]

Hello spl1490,

Thank you for the update on your game stability.

I'm glad your workarounds have reduced crashes, but the fact that alt+tabbing and notifications still cause issues means there's an underlying problem we need to fix.

Our Recommendation: Let's keep this case open for further investigation.

Next Steps:

1. Analyze the crash patterns you described
2. Identify the root cause of focus-related crashes
3. Develop a proper fix so you don't need workarounds

You shouldn't have to limit how you use your computer just to play the game. We want to give you the full experience you paid for.

I'll keep you updated as we investigate.

Best regards

JeanetteC.

Intel Customer Support