Can not play StarField with B580, crashes to windows login screen.

[drahcir_rahl]

So I have been playing Starfield on my Legion Go which is attached to an RTX 4060 EGPU while I waited for my B580 to arrive. Now that the B580 is here, obviously Intel chose to make their cards not usable for EGPU so I put it in my Ryzen 9 system, which constantly crashes with Starfield. To date I have taken the following actions.

• Check if your BIOS has an update - Done

• Fresh windows 11 install on new NVME

• Enable ReBAR Done, verified in Intel GFX Util

• Purge old drivers using DDU in Safe Mode No other drivers clean windows install

• Install chipset drivers Done

• Install Intel Arc drivers Done

• Update Windows if necessary Done

After all that, it was still crashing so I took the following steps;

• Replaced PSU with a 1000W unit(Ryzen 9 3900x, 64gb ram 2tb nvme)

• Replaced CPU Heatshink/fan with be quiet! Pure Rock 2 and new PTM7950 compound

• All OC turned off in BIOS, reloaded defaults

• Tried replacing ram, no change, was originally 32Gb but now am at 64GB

The problem is, with this kind of crash, how do I collect logs? I will be playing the game, it will freeze sometimes causing the sound currently playing to stutter a few seconds, then the screen goes black, and about 30 seconds later its at a windows login screen without ever showing the BIOS/boot screen.

On the Go with the 4060, zero crashes, ever. With the B580, I am lucky to get 5 minutes of play.

The temperatures of the GPU and CPU are well below 70c. Other games perform ok, but with starfield the B580 is totally unusable.

[DeancR_Intel]

Hi drahcir_rahl,

Thank you for posting in the Community!

I appreciate your effort providing this information. To better understand your system's configuration, I kindly request that you download the Intel® System Support Utility for Windows* software.

You can find the download link here:

• Intel® System Support Utility for Windows*
• Here's a quick guide on using the Intel SSU:

1. Download and launch SSU.exe.
2. Check the box for "Everything."

• When the scanning is complete, click "Next."
• Click "Save."
• Please send the saved file to us.

Best regards,

Dean R.

Intel Customer Support Technician

[drahcir_rahl]

Here you go. 

I have also attached a CSV of data captured every 2 seconds by HWINFO64 I started the capture, launched the game and it crashed. Should give a good idea of system state up until the crash.

Let me know if there are any more details I can provide.

[DeancR_Intel]

Hi drahcir_rahl,

Thank you for your efforts. I am currently investigating the issue internally and will provide a resolution as soon as possible. I will update you once I have the necessary information.

Best regards,

Dean R.

Intel Customer Support Technician

[drahcir_rahl]

Thank you. If there is anything more I can do to help, please let me know. I've worked in IT for over 30 years, been a developer, and a beta tester for just as long on many products.

[DeancR_Intel]

Hi drahcir_rahl,

To assist us in further investigating the issue, please provide the following information:

1. Game Settings: The settings you are using while playing Starfield.
2. Digital Distribution Service: The platform you are using for the game, such as Steam or Xbox.
3. Dump/Log Files: You can generate and share them using this link. Need help? Reporting a bug or issue with Arc GPU? - PLEASE READ THIS FIRST! - Intel Community
4. Crash Scenarios: Whether there is a specific scenario that triggers the crashing, or if it occurs randomly.

Additionally, you can refer to our article on Starfield* Crashes on Intel® Arc™ Graphics When Starting New Game or Opening Existing Save File for more information.

Best regards,

Dean R.

Intel Customer Support Technician

[drahcir_rahl]

Hello,
I will endeavor to get you the logs you requested. Meanwhile you can find screenshots of my settings both under high and low at this link https://u.pcloud.link/publink/show?code=kZmsDz5ZsGzAG2vIKG87W9nWgr7bd4hWjseX both sets of settings initiate the same kind of crash. Last night I upgraded to your most recent driver release I believe it was from February 10th I'll get the version number later when I upload the logs. For the first time ever I was able to play for an extended period of about an hour the only other change other than the new driver that I have made was I increased the size of the swap file based on many user reports of that helping. It was originally set to 16 GB and since my machine has 64 gigabytes of RAM I upgraded the swap to a minimum swap file size of 32 gig maximum 64 gig. One new behavior about the crashes since the driver upgrade and the swap upgrade is that it's no longer freezing and then returning directly to the Windows login screen it does now do a full reboot with the BIOS screen during the boot process and then proceeding into windows. After the initial crash though further attempts didn't last quite as long usually under 15 minutes. I monitored the temperatures in saw no issues I am placing the CSV output (filename dg.csv) of my logging during that game period in the shared folder with the screenshots of the settings.

[DeancR_Intel]

Hi drahcir_rahl,

I appreciate your prompt response and this is acknowledged. I will wait for the logs as well to further check on this.

Best regards,

Dean R.

Intel Customer Support Technician

[drahcir_rahl]

Apologies for not getting the logs back last night, will work on this tonight.

[drahcir_rahl]

02/13/2025 03:51 PM 28,583,536 Autosave3_9FC00D19_4A616B65_110120_20250213205140_59_0_4.sfs
02/13/2025 03:53 PM 186,938,251 GalaxyClient Helper.exe.10040.dmp
02/13/2025 03:49 PM 187,499,239 GalaxyClient Helper.exe.9688.dmp
02/13/2025 03:48 PM 135,930,273 IntelGraphicsSoftware.Service.exe.2820.dmp

The 3 dump files I found and the game save file these are uploaded to the same link I used above to share files. 

[drahcir_rahl]

one more comment, I noticed the instructions for creating the dump files created a fixed size swap. The game crashed in less than 2 minutes of play, as it used to before I had upped the swap to 32gb min 64gb max

[DeancR_Intel]

Hi drahcir_rahl,

This is noted, let me further check the logs you have provided on that link and get back to you once I have the information you need.

Best regards,

Dean R.

Intel Customer Support Technician

[drahcir_rahl]

So in an attempt to provide further data. Today I created a new game on Starfiled which was one of the things folks said might help with crashes. It worked fine for 2 hours and 10 minutes of play. Then once I got to a place where I could look at new ships to purchase for the first time and started to browse the inventory it crashed.

Since the ship inventory interface likely involves a process similar to described by the author of this post here;

https://community.intel.com/t5/Intel-ARC-Graphics/Intel-ARC-graphics-driver-issue-sudden-crash-then-the-system/m-p/1669081#M21257

I am betting they are related crashes, they both cause the PC to either reboot or restart windows. The ship inventory interface is likely swapping buffers which contain the different loaded ship renderings. I have not undone the debug/dump settings you provided earlier in this thread. So here is a link with the only 2 DMP files created on my machine with todays date. https://u.pcloud.link/publink/show?code=kZjgEL5ZmvPuO5CCAmSpodlcj54GgBlIhssX

Hope this can help narrow it down for you.

[DeancR_Intel]

Hi drahcir_rahl,

I have reviewed the previous application crashes you reported:

• "GalaxyClient Helper.exe.9688" and "GalaxyClient Helper.exe.10040": These are crashes related to the GOG client and are not connected to the Intel Graphics driver or the GPU. The Failure Bucket ID is: FAIL_FAST_FATAL_APP_EXIT_CPP_EXCEPTION_c0000409_GalaxyClient_Helper.exe!Unknown.

• "IntelGraphicsSoftware.Service.exe.2820": This is a crash for the graphics software itself. It is a known issue I am currently addressing. However, this does not cause a system crash or BSOD and is not related to the graphics driver.

I will proceed to check this further internally and will update you as soon as I have information you will need.

Best regards,

Dean R.

Intel Customer Support Technician

[drahcir_rahl]

Hmmm I only have one crash dmp that mentions StarField explicitly from 2/22 but I dont know offhand what was going on when it happened.

After I upload that, I will remove all the dump files, remove GOG, and try to generate a new crash tonight after I get off work.

[drahcir_rahl]

Any thoughts on any steps I could take to make certain the games own crash dump gets created beyond the steps that were outlined in the post you linked earlier in this thread?

[drahcir_rahl]

Here is the latest dump, specifically from the game. https://u.pcloud.link/publink/show?code=XZgNNL5ZOsCXeJTYzu7Bhu0t974vhHr1yP5y

[drahcir_rahl]

I have added a save game, that triggers the problem every single time I try but its not generating dumps.

https://u.pcloud.link/publink/show?code=XZayaL5ZOyGmuoEGECVn0RWiL2HjfJixXfTV

To trigger the crash, 

load the game 

walk straight ahead to the ship services technician

Talk to the technician

from the dialog options choose that you "Would like to see the ships he has for sale"

As soon as the first ship appears on screen, start switching through the ships rapidly.

The bug should trigger before you see all of his choices.

[DeancR_Intel · Accepted solution]

Hi drahcir_rahl,

Thank you for providing the steps to reproduce the crash. Followed your instructions and tested the game on system (B580 + Windows 11 24H2 with driver 101.6559). The game works fine on my end without any crashes.

You can refer to the following video of the test: Starfield - Arc B580 crash test.

It appears that the crash is isolated to your computer. I suggest reinstalling the game and re-building the shaders. Let me know if the issue still persists

Best regards,

Dean R.

Intel Customer Support Technician

[drahcir_rahl]

Thanks Dean, appreciate the attempt. I've done all I can as well with the system. Changing/upgrading PSU, RAM, NVME, Cooler, reseating the card and all of it leads to the same results with the game despite it being removed and reinstalled multiple times and being a clean windows install.

So after your reply, I removed the card swapped in my 4060 from another device, used DDU to remove intel drivers, loaded the Nvidia driver, and tried the saved game. No crash despite 20 mins of effort. So my solution seems pretty clear, I will sell the Intel LE b580 and my sparkle B580 and get another nvidia card.

At the end of the day functionality takes precedent.

[Kovacj]

I have the very same problem with intel GPU B580 please continue the investigation!