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Cannot Play 4K 60Hz Starcraft Remastered on Intel Arc A770

Arc_ArcA770_User
Beginner
3,962 Views

Hello, I am a Starcraft Remastered player who are using amd ryzen 5600g and intel arc A770 on Windows 11.


To get to the point first, I cannot play the game in 4K 60Hz (seems 1080p or lower, no way to check for sure since the game only offers the auto resolution by judging computer's overall specs) although much weaker 5600g can do with ease.

 

Actually I have a theory about this since when I was setting ram for 5600g's igpu more than 2gb (ex. 4gb) the same thing happens, maybe the vram allocation is malfunctioning.

 

I don't know whether the problem in on the game side or the gpu side, but if you know how to solve or have similar problem, please enlighten me.

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17 Replies
Jean_Intel
Employee
3,932 Views

Hello Arc_ArcA770_User,

 

Thank you for posting on the Intel️® communities. We would be more than glad to help you with your issue.

 

To better assist you, please provide us with the following information:

  • There is no option to change the game graphics settings built into the game. Is it correct?
  • Can the 5600g iGPU run the game at 4k resolution?
  • Is this issue present since day one?
  • What do you mean by not being able to play the game? Is it related to performance issues or the game crashing?
  • Is this the first graphics adapter installed on your system?
  • What is the game distribution service? ( Blizzard, Epic, Origin, Steam, Xbox, Ubisoft connect)
  • Create a system report using the following tools:
  •  Intel System Support Utility (Intel SSU) 
    • Download the Intel SSU
    • Open the application and click "Scan" to see the system and device information. By default, Intel SSU will take you to the "Summary View."
    • Click on the menu where it says: "Summary" to change it to "Detailed View."
    • To save your scan: click "Next"; then "Save."
  • Intel® Graphics Command Center:
    • Open the Intel Graphics Command Center
    • Navigate to the Support tab
    • Select System Diagnostic
    • Click Generate Report
    • Select Save and name the output file.

 

Best regards,

Jean O. 

Intel Customer Support Technician

 

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Arc_ArcA770_User
Beginner
3,920 Views

Hello Jean O.


The information you requested is as below.

 

  • There is no option to change the game graphics settings built into the game. Is it correct? : Yes
  • Can the 5600g iGPU run the game at 4k resolution? : Yes
  • Is this issue present since day one? : Yes
  • What do you mean by not being able to play the game? Is it related to performance issues or the game crashing? : Cannot play the game in 4k, it seems it's working on 1080p (and of course I am using 4k monitor : Dell's U2723QE) 
  • Is this the first graphics adapter installed on your system? : Yes
  • What is the game distribution service? ( Blizzard, Epic, Origin, Steam, Xbox, Ubisoft connect) : Blizzard
  • Create a system report using the following tools: See attached file 
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Jean_Intel
Employee
3,900 Views

Hello Arc_ArcA770_User,

 

Thank you for your response.

 

To better understand your issue, we would like to confirm if this is a resolution issue, where the game seems to be running at 1080p instead of 4k, is it correct?

 

Also, we recommend you run the DDU tool to eliminate all the driver files leftovers from the previous driver version. Once you run the tool, you should install our latest driver, 31.0.101.4369. Files from previous installations of drivers can linger on a system which can cause driver updates to not work as expected.

 

Best regards,

Jean O.

Intel Customer Support Technician


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Arc_ArcA770_User
Beginner
3,886 Views

Thank you for your advice.

 

But unfortunately re-installing the driver by using your method could not solve the problem.

And replying your question, yes it is a resolution issue, I can play the game but I cannot play it in 4K

I hope the problem being solved in the near future. 

 

Sincerely

 

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Jean_Intel
Employee
3,872 Views

Hello Arc_ArcA770_User,

 

We will proceed to check the issue internally and post back soon with more details.

 

Best regards,

Jean O.

Intel Customer Support Technician


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Jean_Intel
Employee
3,805 Views

Hello Arc_ArcA770_User,

 

We appreciate your patience.

 

After investigating this matter, we noticed that the game has an HD graphics mode. Have you made sure you have this option enabled?

 

To enable the StarCraft: Remastered features:

 

  • Launch StarCraft
  • Click Options
  • Click Video
  • Make sure HD Graphics is checked

 

For further information, you can take a look at the following article from BLIZZARD.

 

Let us know if you have enabled this feature. Does it have an impact on the game's resolution?

 

Best regards,

Jean O.

Intel Customer Support Technician


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Arc_ArcA770_User
Beginner
3,646 Views

Dear Jean O.

Sorry for the late replay. As for the adivce on enabling HD graphics, I've always activated that option from the beginning of course.

By the way, I recently found out the 'Intel Arc Control' program doesn't recognize the Starcraft Remastered automatically, although other blizzard games are recognized like overwatch or diablo 3. I don't know weahter this affects the current 4K issue though.

I know your following support about this matter, but must say this is a quite problem since lots of users still playing old games, and hope to hear good news soon.

sincerely.
 

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Cenes
Beginner
3,778 Views

I have the same problem. CPU 5800X, MSI B550M, Arc A770.
I can't play 4K even if I set HD in Starcraft remastered setting. Compared to other graphics cards, the graphic quality is very bad.

I also tried reinstalling using DDU.

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Jean_Intel
Employee
3,640 Views

Hello everyone,

 

Thanks for the information provided.

 

We will resume our investigation regarding this matter internally. Once we have more information, we will post back.

 

Best regards,

Jean O.

Intel Customer Support Technician


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Jean_Intel
Employee
3,575 Views

Hello everyone,

 

We have been investigating this problem internally. We tried replicating the issue in our lab using the same parameters to trigger the issue, and in all tests, the game worked fine for us. This confirms that the problem is not specific to the driver issue, so the best course of action is to reach out to the game support team at Battle.net for further advice.

 

Best regards,

Jean O.

Intel Customer Support Technician


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Arc_ArcA770_User
Beginner
3,572 Views

Dear Jean O.

Thank you for the replay.
Are you certain that you have reproduced the issue by using the same system configuration that I did? If not, could you tell us about the full system parameters that you tested (ex. CPU / Mainboard / Graphics Card / ...)

Because by far, I have not heard of anyone who has been success on gaming in 4K (such as wheather the cpu is intel or amd, using intel arc A750 or A770)

Sincerely


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Jean_Intel
Employee
3,543 Views

Hello Arc_ArcA770_User,

 

Thanks for your response.

 

Unfortunately, we were unable to try a system configuration that fully meets yours. However, we tried the following system configuration:

 

 

The replication steps we followed are the following:

  • We installed the game using Starcraft Remastered game
  • Play the game using a 3840 x 2160 (4k) display.
  • Try running the game with and without this option enabled.
  • Try running the game using an iGPU to see if the behavior improves. Since you confirmed that when using the iGPU and setting the resolution 4k, you noticed that the visuals are worse in the Arc Card.

 

We will contact you at the email associated with your account to share the videos we recorded when trying to replicate the problem. The visual fidelity may not be accurate as we recorded the video in a lower resolution to avoid affecting the graphics performance.

 

Best regards,

Jean O.

Intel Customer Support Technician

 

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Arc_ArcA770_User
Beginner
3,462 Views

Dear Jean O.

 

Hello, I read through your testing environment, and found out some mistakes.

Bottom line is comparing igpu and arc card would not guarantee to perfectly check the issue. By the way in the Starcraft Remastered Community it is well known that using igpu UHD 770 is unable to acheive the 4k resolution in the game, sometime resulting much worse performance than UHD 660. From my speculation the main issue is about optimization since the UHD 700 series is not officially recognized by the blizzard like intels PEG cards  (see the link below)

https://us.battle.net/support/th/article/122814

 

Thus I am attaching the 4k vs non-4k comparison video to help you understand what should 4k resolution looks like.

I am very thankful about your following efforts, and hoping this information would help you to solve this issue.

Sincerely


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Jean_Intel
Employee
3,421 Views

Hello Arc_ArcA770_User,

 

Thanks for the information provided. We will check the issue internally once more, adding the new information you have shared. We will post back as soon as we have further details.

 

Best regards,

Jean O.

Intel Customer Support Technician


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Julian_W
Beginner
3,095 Views

Hello Jean,

I would like to add that I am experiencing the same issue with StarCraft Remastered as discussed above, and I really hope that you all are still working on it!

I recently switched from an AMD RX 5700 XT to the Intel Arc A770 LE, running driver 31.0.101.4502 freshly installed with DDU, and all else being equal, the graphically quality of the game has noticeably decreased. This problem is not only with 4K, as I am running the game at 2560x1440.

I am also experiencing an additional issue which was not previously mentioned. The setting Options>Video>Real-Time Lighting is unavailable using the A770. The error reads "Real-time lighting requires hardware with greater than 2GB of VRAM, and is disabled when using the Cartooned skin". Clearly I have greater than 2GB of VRAM with the A770, and I am not using the Cartooned skin. This option is available using my 5700 XT. 

I didn't take the time to switch GPUs and take screenshots for this post, but if you cannot reproduce the issue I would be happy to provide screenshots, or any other form of help. My full system specs are as follows:

 

OS: Windows 10 Pro 10.0.19045

CPU: AMD Ryzen 5 3600

Memory: 16GB DDR4-3800

Motherboard: MSI B450 Tomahawk Max (BIOS: 7C02v3B)

Graphics: Intel Arc A770 LE 16GB (PCIe 3, Resizable BAR is enabled, Driver 31.0.101.4502 DCH)

StarCraft Version: 1.23.10.11634

Monitor: Acer ED347CKR (This monitor is 3440x1440, but the game does not support ultrawide and runs at 2560x1440)

Also attached is an SSU scan of the system

 

Thank you for your time, sincerely,

Julian

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Arc_ArcA770_User
Beginner
3,021 Views

Dear Julian W and Jean

Thank you Julian for mentioning about the problem. I expect more arc graphics users to announce this problem, and possibly contribute to solve the issue as soon as possible.

And To Jean, do you have any news from this 4k playing issue of Starcraft Remastered? I am just curious about progress since it have been over a month since i first address this problem. I am not chasing up thou, and thankful about your efforts. 

Sincerely 

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Jean_Intel
Employee
2,948 Views

Hello everyone,

 

We want to thank you for waiting for an update regarding this matter.

 

Our driver developer team has conducted extensive research and debugging and concluded that the root cause of the issue is on the game side. The game code needs to be updated to get the optimizations for the Intel Graphics and drivers; hence, we recommend you report this issue to the game developer.

 

We will now close this thread. If you have any other questions, please submit a new question, since this thread will no longer be monitored by Intel. Thank you for your understanding.

 

Best regards,

Jean O.

Intel Customer Support Technician


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