Re: Consistent system hangs/crashes on Honkai Star Rail with B580 Part 2

Zy98 · ‎02-04-2025

Posting a question here, with reference to my comments from this post:

https://community.intel.com/t5/Intel-ARC-Graphics/Consistent-system-hangs-crashes-on-Honkai-Star-Rail-with-B580/td-p/1655817

" I am facing a similar issue as well, and only with Honkai Star Rail as well. I would like to piggyback on this feed and provide information to debug this issue. I am facing the crash when going through a certain cutscene in the game, and I am currently holding on to cutscene as a point of reference for debugging this issue personally.

First I would like to elaborate the symptoms, as there are 2 observable symptoms so far.

Freeze Symptom 1 (timestamp 11:13PM, manually force crash to occur):

Game and System suddenly freezes
Screen hangs there for ~1min, before rebooting

Freeze Symptom 2 (timestamp 11:33PM, manually force crash to occur):

Game and System suddenly freezes
Screen hangs there for ~10s, before rebooting.

I have tried to lower the graphical settings to see if the issue is reproducible at default low settings (snippet below), and so far I am able to go through the cutscene 3/3 times.

I tried increasing the settings to high after that, in which the crash occurs 5s into the cutscene."

These are my previous comments on the aforementioned post. I have since then found multiple instances where crashes will occur (tabulated by "Situation and Reproducibility Rate"). All of the captured scenarios are from the game's 3.0 update (Amphoreus Region).

1. When playing the puzzle below in HSR's 3.0 update, you need to attempt to catch the broken spear. The game will 100% crash when facing towards the spear, and watching it speed across the screen. If facing away from the spear (hence you do not see the spear flying across the scre, the crashing will not occur. Occurrence 9/9 attempts.

reference: https://www.ign.com/wikis/honkai-star-rail/Amphoreus_Region_Guide

2. When interacting with certain treasure chests around this region. There will be a purple monster that steals your treasure chest, and start to spin around and eventually hide into a hole, as shown in the snippet below. Watching the monster spin around will 100% causes the system to hang and crash when in High preset graphics. Occurrence at least 15 attempts.

Reference to where the treasure chest is in the map. There are more of these monsters scattered around the region. So every time I try to collect a chest and these things pop out, my hand went straight for the power button to restart my PC.

3. "The Herta"'s is a character in the game, and when prompting the use of her technique (Keyboard type "E") when facing forward, it will cause the PC to hang and crash (only tried once)

4. When trying to access one of the endgame modes called "Pure Fiction", staying on the team selection screen will eventually cause the PC to hang and crash (2/2 occurrence).

I have attached my application and system logs I have collected for example 2 from the previous post. If any further logs are needed please do let me know.

Below are all the relevant HW and SW informarion.

System:

CPU - Ryzen 5 7500F

PSU - HuntKey WD750K 750W

GPU - GUNNIR Arc B580 Index

Mobo - MSI B650M Gaming Plus WiFi

RAM - 32 GB RAM (2 sticks of 16GB)

Software version:

Hardware Info:

OS Info:

Thanks.

JohnM_Intel · ‎02-04-2025

Hello Zy98,

Thank you for posting this issue and providing all the information that will help us to understand the crashing issue you experienced with Honkai Star Rail. But for me to support you further, kindly answer some questions below:

If you still remember the previous driver version, may I know what that is?
Does this issue still persist using the previous driver version?
Is there any chance that you experienced BSOD?
Can you provide a screenshot of your settings in Honkai Star?

Kindly provide an SSU for me to check your system information:

Download Intel® System Support Utility for Windows.*
Scan: Check the box Everything.
Click Scan.
Review: When finished scanning, click Next.
Click Save.

Best regards,

John Sergio M.

Intel Customer Support Technician

Zy98 · ‎02-05-2025

Hi @JohnM_Intel ,

To answer your queries,

If you still remember the previous driver version, may I know what that is? My PC is new, I installed it, and updated the GPU drivers to the current version it is using right now.
Does this issue still persist using the previous driver version? No data available, also unsure how to downgrade the driver version.
Is there any chance that you experienced BSOD? No BSOD, when the issue happens, the device will hang for ~10 - 60s then it will reboot.
Can you provide a screenshot of your settings in Honkai Star? I needed to set the resolution to 2048x1152 in order to take a snippet, but I play in 2560x1440.

I've also attached the SSU logs after reproducing the hang and crash again.

Thanks.

JohnM_Intel · ‎02-05-2025

Hello Zy98,

Thank you for providing more information for me to better understand this issue. While I'm investigating this issue, kindly follow the troubleshooting steps below:

Download Display Driver Uninstaller (DDU)< software and extract the file.
Open DDU ****.exe and run the extract program.
Reboot into Windows* safe mode. (Refer to Start your PC in safe mode in Windows.)
Go to the DDU extract path and double-click the Display Driver Uninstaller.exe to open DDU.
Click Close in the Options window.
Select device type to GPU and select device to INTEL.
Click Clean and restart or Clean and Shutdown depending on your needs.
Wait for the software to finish the process and auto-reboot Windows to the normal mode or shutdown.

And if the issue still persists after doing the troubleshoot above kindly follow the steps on how to do a clean installation of Intel graphics drivers in Windows.

Best regards,

John Sergio M.

Intel Customer Support Technician

Zy98 · ‎02-05-2025

Hi @JohnM_Intel ,

I am unable to continue with the debug session due to this issue faced in Windows11. I do not have face recognition, fingerprint or a security key with me, as such I cannot boot into safe mode to start DDU. Do I proceed to perform the clean installation anyway?

Thanks.

JohnM_Intel · ‎02-05-2025

Hello Zy98,

There's no need to worry about that; you may proceed with downloading the DDU. Just click the ***Download DDU "Portable/self-extracting"*** and proceed with the steps on how to use DDU.

Kindly give me a heads-up once you're done, and to add up, may I know if you downloaded Honkai using the Hoyoverse website?

Best regards,

John Sergio M.

Intel Customer Support Technician

Zy98 · ‎02-05-2025

Hi @JohnM_Intel ,

I'll let you know once I finish the troubleshoot. As for the game, I am using the HoYoPlay Launcher to download and play it on.

Link to the launcher --> https://hoyoplay.hoyoverse.com/

Thanks.

Zy98 · ‎02-05-2025

Hi @JohnM_Intel,

I have completed the troubleshooting process.

After running the DDU, the system defaults to Microsoft's Default Display Adapter, in which case, the game is stuck at the launch screen and I am unable to log in. I did a clean driver installation with the latest driver version 32.0.101.6262, and the issue (hang and crash) still persists after doing so using crash scenario 2.

Thanks.

JohnM_Intel · ‎02-06-2025

Hello Zy98,

Thank you for providing the website where you download Honkai: Star Rail. And thank you for following the steps on how to do a clean installation, but the issue still persists. Give me enough time to investigate this issue further since I now have the direct link to the game.

Best regards,

John Sergio M.

Intel Customer Support Technician

JohnM_Intel · ‎02-13-2025

Hello Zy98,

I have some questions about this issue. Can you confirm if going with "low" graphics settings will help with the locations that have errors? If yes, kindly let me know. and just letting you know that I need more time to investigate this issue. So I kindly ask if you can proceed with the "low" setting for the meantime.

Also, can you confirm if you have experience freezing for a moment and then the PC will auto restart? If that happens, do you experience some BSOD? And lastly, kindly provide a crash dump for me to provide the best solution for this concern.

Regards,

John Sergio M.

Intel Customer Support Technician

Zy98 · ‎02-14-2025

Hi,

The crash is still reproducible in low settings with scenario 2 in the original description. It can only be avoided once it is set to "Very Low"

Once the freeze occurs, it will hang for a period of time, usually 10 - 60s, then it will auto reboot, with no BSOD. I tried to set the crash dump to log at SystemRoot/MEMORY.DMP, but after the crash occurs and the system reboots, I am unable to obtain those logs (I have tried to get the crash dump logs 3/3 times).

One thing to note, is that the reboot takes significantly longer after I set the crash dump from small memory dump to full memory dump.

I have also discovered a new scenario, which was previously reported in this post https://community.intel.com/t5/Intel-ARC-Graphics/Consistent-system-hangs-crashes-on-Honkai-Star-Rail-with-B580/td-p/1655817

Where when trying to access the relic page on a character, it will also trigger the freeze and crash.

Thanks.

JohnM_Intel · ‎02-17-2025

Hello Zy98,

Thank you for that update; "very low" is the setting that cannot produce crashing. I will take note on that information.

For the reboot that takes longer, may I know what the make and model of your storage is? And have you checked if all the storage is working properly?

And since a crash dump cannot be provided, I will do some replications of this issue on my end.

Regards,

John Sergio M.

Intel Customer Support Technician

Zy98 · ‎02-17-2025

Hi @JohnM_Intel ,

Storage is Orico O7000 1TB version

Thanks.

JohnM_Intel · ‎02-18-2025

Hello Zy98,

Thank you for providing the storage make and model. Give me enough time to replicate this issue in our laboratory to find a solution to the issue you are facing.

Regards,

John Sergio M.

Intel Customer Support Technician

QyInvoLing · ‎02-25-2025

Hey, I reduced the max frequency by 50MHz and the problem disappeared!

RonaldM_Intel · ‎02-27-2025

Hello everyone,

We have been trying to reproduce the crashes on this game for several days and still no luck.

Per example:

https://youtu.be/-z1WVGb5zys

And as noted in this other thread: https://community.intel.com/t5/Intel-ARC-Graphics/Consistent-system-hangs-crashes-on-Honkai-Star-Rail-with-B580/td-p/1655817/page/2

https://youtu.be/1N3p-r_TomU (B580)

https://youtu.be/I-cLzS4Rpmw (B570)

Please undo any GPU overclocking and I also suggest reporting this to the game developer direcly.

If the game dev finds this to be a driver bug they will work directly with us to fix it.

Best Regards,

Ronald M.

WILLINGG · ‎03-05-2025

I also meet the same problem. According to @QyInvoLing's reply, I have reduced the max frequency by 100MHz (the original frequency of GUNNIR B580 Index is 2670MHz), but it doesn't work at all. Moreover, I also have reinstalled both AMD and Intel's GPU driver, but the problem still exists.

I also found that the instantaneous frequency of the GPU observed by Msi Afterburner still reached 2750MHz or even 2800MHz after using Intel graphics software to reduce the GPU frequency, and that screen freezes and system reboots tend to occur when the GPU frequency is high.

System:

CPU - Ryzen 9 7950X

GPU - GUNNIR Arc B580 Index (32.0.101.6559)

RAM - 48 GB 4800MHz (2 sticks of 24GB)

QyInvoLing · ‎03-05-2025

After a deep search, I found that reducing the b580's freq doesn't solve anything, and I tried disable pbo/disable expo/reduce cpu freq to 4G, none of these methods worked.

I confirmed that problem by switching b580 onto a 14600kf platform and the problem got solved, this indicates that it's a AMDCPU+B580+StarRail's compability bug. Till now, I didn't find any solution to solve that

I've reported it to miHoYo's China headquaters. Maybe players outside China can report it to Hoyoverse?

Masagi · ‎03-08-2025

After a copious amount of testing later It would seem turning off AMD Igpu solved the issue of crashing while playing Hsr

System:

Cpu: AMD Ryzen 5 7600X3D 6-Core Processor

Gpu: Intel(R) Arc(TM) B580 Graphics

Ram: 32GB

QyInvoLing · ‎03-08-2025

Thank you, I'll try it later

QyInvoLing · ‎03-08-2025

I turned off my iGPU in BIOS, and the system still freezes.