Battlefield Lab loading screen freeze with Arc A750 LE, requires forced shutdown

[Wahlfreiheit]

Issue Report

• Date/Time (GMT+8): September 12

• GPU: Intel Arc A750 LE

• Driver Version: 32.0.101.7029

• Game: Battlefield Lab

Problem Description:
While running Battlefield Lab on September 12 (GMT+8), the game consistently crashes during the loading process when entering a matched game. After the loading screen appears, the screen freezes within a few seconds. When pressing the Windows key, the cursor appears, but the system starts making continuous beeping sounds whenever the mouse is moved. At this point, the system becomes completely unresponsive, and the only way to recover is to force shut down the computer.

Steps Taken:

• Verified driver version (32.0.101.7029).

• Windows and game are updated to the latest versions.

• No overlays or recording software running.

Request:
Please confirm if this issue is known and whether there is an updated driver or workaround available for Arc A750 LE users.

[Mike_Intel]

Hello Wahlfreiheit,

Thank you for posting in Intel community Forum.

For me to better understand and diagnose the issue further, let me ask you to provide detailed responses to the following questions. This information will help me isolate the problem and determine the most appropriate course of action moving forward.

1. Was it working fine before?
2. If yes, what was the last change made before the issue started?
3. Let me check, is it random or the system will freeze every time?
4. Can you take a screenshot of the Graphics settings of the game?
5. What is your game launcher?
6. For me to review the hardware and the installed driver, please help generate the SSU logs of your system. Kindly refer to the link below for the steps:

How to get the Intel® System Support Utility Logs on Windows*

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

Best regards,

Michael L.

Intel Customer Support Technician

[Wahlfreiheit]

Responses to Intel Support Questions:

1. Was it working fine before?
   This is my first time being selected to participate in the Battlefield Lab test, so I cannot confirm whether previous game versions or drivers were working fine.

2. If yes, what was the last change made before the issue started?
   N/A (first-time participation).

3. Is it random or does the system freeze every time?
   Yes, the system freezes every time. I tested 4 times in total (3 times on the previous driver and 1 time on the latest driver), and each attempt caused my PC to freeze.

4. Screenshot of Graphics settings:
   [To be attached separately]

5. What is your game launcher?
   I am using Steam to launch the game.

6. SSU Logs:
   [To be attached separately as requested]

[Iberian2050]

hello sir this what happens to me also after i update windows on august 28 my battlefield 2042 game freeze before i enter the game i had to force restart it, i already address this issue from windows intel and ea and they have no solutions yet as of now, i hope intel ea windows will fix this issue because 3 weeks from now battlefield 6 will release thank you sir

[Mike_Intel]

Hello Wahlfreiheit,

I hope this message finds you well. 

Were you able to check the previous post?

Please let us know if you still need assistance.

@Iberian2050

If you need assistance, please create a new thread for us to assist you on your own thread and gather the details of your systems.

Best regards,

Michael L.

Intel Customer Support Technician

[Iberian2050]

hello sir sorry for the late reply, i had a similiar issues about freezing pc like battlefield 2042 before i enter the game and battlefield 1 wont launch at all huhu, i diagnose the issue myself in event viewer its something about wmi? and asus software downloader service? that will freeze the game and i force it to restart the pc, but in other cases i can play the game battlefield 2042 like 2hrs with no issues freezing but one time i updated my windows os 11 pro 25h2 it update like microsoft audio processing object then after i restart my pc thats when the freezing returns to my battlefield 2042 game, please intel help me,us to fix this problem thank you very much,im a intel arc 750 le 8gb user also, it seems microsoft has issues that single out the a750s gpus hehe, heres my ssu report to attch my reply to you thank you again sir  mike

[Iberian2050]

im a ea app user sir :), in other games a750gpu works fine even in benchmark its good performance with no issues as well, thank you very much again sir mike

[Mike_Intel]

Hello Wahlfreiheit,

Thank you for the update.

Before we proceed, can you tell us more about this lab test? Is it a new version of the game that is not yet out?

For the recommendation, please try to update the driver using DDU method and tell me if this will help.

Kindly refer to the link below for the steps and the download link of the latest driver:

How to Use the Display Driver Uninstaller (DDU) to Uninstall a...

Intel® Arc™ & Iris® Xe Graphics - Windows*

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

Best regards,

Michael L.

Intel Customer Support Technician

[Wahlfreiheit]

Battlefield Lab is a special testing program created by the Battlefield 6 development team to gather player feedback and make adjustments for the official release. Selected players are invited to participate during specific testing periods, where they can experience portions of Battlefield 6 content. The available content may vary depending on the date and testing schedule. Please note that the content in Battlefield Lab does not represent the final version of Battlefield 6.

Due to the nature of Battlefield Lab, I have not yet received an invitation for another testing period. Therefore, even though I have already used DDU and installed the latest driver, I currently have no way to test the results. At this point in time, it is not possible for me to verify whether the issue has been resolved.

[Mike_Intel]

Hello Wahlfreiheit,

Thank you for further explaining the issue.

Let me also ask, do you know when is the next test or invitation for Battlefield Lab?

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

Best regards,

Michael L.

Intel Customer Support Technician

[Wahlfreiheit]

Unfortunately, I do not know when the next Battlefield Lab test will take place, and I have not received any new invitation at this time.

[Mike_Intel]

Hello Wahlfreiheit,

Thank you for the information provided.  

I will do further research on this matter and post the response on this thread once it is available.

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

Best regards,

Michael L.

Intel Customer Support Technician

[Mike_Intel]

Hello Wahlfreiheit,

I hope this message finds you well.

Regarding this inquiry, I need to gather additional information for further investigation. Please help provide the details below:

1. Can you share the EA ticket number that you have?
2. Is the issue only isolated to the game? If no, does the system show signs of overheating?
3. Please help provide Event viewer logs from both application and system event viewer logs.
4. What is the PSU brand and model?

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

Best regards,

Michael L.

Intel Customer Support Technician

[Wahlfreiheit]

• EA Ticket Number:
  I have not reported this issue to EA, so I do not have an EA ticket number.

• Is the issue only isolated to the game?
  A similar issue also happened during the previous Battlefield 6 open test. At that time, the problem was resolved after installing a newly released driver about two days later. This current issue feels identical to that previous one.

• Overheating:
  I have not noticed any signs of overheating. Although I did not use monitoring software to check the exact temperatures, the fan noise during gameplay was the same as when running other games, so I believe overheating is not the cause.

• PSU Information:
  My power supply is Antec NE750G M (750W, Gold-rated, modular).

• Event Viewer Logs:
  The first time I encountered the crash was on September 12, around 7:30 PM (UTC+8). I also tried again later with the latest driver installed, but the issue persisted.
  
  

  I have exported the Event Viewer logs (Application and System) as .evtx files, but since this format cannot be uploaded directly on this page, I have uploaded them to cloud storage instead. Here is the link for you to access the logs:

  https://drive.google.com/drive/folders/14QzU7yag-51u_8zC2S5dDJpi4rnNBKnT?usp=drive_link
  
  

  Please let me know if you need the logs in another format, and I will convert them accordingly.