Crash between game, game overlay, mouse cursor overlay and Intel graphics drivers

fgdfgdfgdfgds · ‎07-08-2025

A rather niche crash involving the interaction between Intel graphics drivers for Arc B580, the game Guild Wars 2, the add-on "ArcDPS", and any mouse overlay (for better cursor visibility):

Part 1: My Troubleshooting So Far

Certainly. Based on our extensive troubleshooting and the information you provided, I have compiled all relevant error reports and crash logs that will be of interest to Intel driver developers (responsible for the Arc B580).

This data consistently points to an interaction between the Intel Arc B580 GPU/drivers, the DirectX 11 stack, ArcDPS (which uses ImGui), and any form of mouse cursor modification.

Summary of Relevant Error Reports and Crash Logs

1. System Information (DxDiag)

Relevance: Provides a complete overview of the hardware and software environment where the crashes occur.
Key Points for Intel:
- Graphics Card: Intel(R) Arc(TM) B580 Graphics (Intel Corporation, Device ID: 0xE20B)
- Driver Version: 32.0.101.6913 (English), Driver Date/Size: 21/06/2025 (latest update)
- Driver Model: WDDM 2.7
- Hardware Scheduling: Supported:False Enabled:False Block List: DISABLE_HWSCH (May indicate specific driver configurations).
- Operating System: Windows 10 IoT Enterprise LTSC 64-bit (10.0, Build 19044) – While not standard, it shouldn't rule out driver compatibility issues.
- Processor: AMD Ryzen 5 7500F 6-Core Processor
- Presence of amd_ags_x64.dll: (Seen in WinDbg trace, though not directly a cause of error, could suggest a mixed environment).

2. WinDbg Crash Dump Analysis (Most Important Evidence for Intel)

This log is the most detailed and shows the error directly in the Windows DirectX 11 library, which is a strong lead pointing to the Intel driver.

Problem Constellation: Occurred with ArcDPS, Blish HUD, in-game mouse pointer visibility enhancement (identical to crashes with Blish HUD Mouse Overlay Plugin).
Core Information:
- Exception Code: e06d7363 (C++ EH exception)
- Exception Address: 00007ff87171af29 (within KERNELBASE!RaiseException)
- Faulting Module: d3d11.dll (The Windows DirectX 11 runtime library)
- Call Stack (most relevant parts):
  - KERNELBASE!RaiseException+0x69
  - d3d11!D3D11CoreRegisterLayers+0x21f59f
  - Further calls within d3d11.dll and then in Gw2-64.exe.
- Relevance for Intel: The crash in an internal d3d11.dll function like D3D11CoreRegisterLayers strongly suggests that the Intel Arc driver doesn't react as expected to a d3d11.dll call or state (initiated by ArcDPS), causing d3d11.dll to trigger an internal C++ exception. This is a direct interface problem between the Windows DX11 stack and the Intel driver.

3. Event Viewer Error Messages (Consistent Patterns)

These error messages show the consistent patterns of crashes in various configurations.

Error Pattern 1 (Frequent, with Cursor Modification):
- Faulting application name: Gw2-64.exe
- Faulting module name: ArcDPS.dll
- Exception code: 0xc0000005 (Access Violation)
- Configurations where this error occurred:
  - ArcDPS, Blish HUD, Blish HUD Mouse Overlay Plugin.
  - ArcDPS, Blish HUD, in-game mouse pointer visibility enhancement.
  - ArcDPS, Nexus, in-game mouse pointer visibility enhancement (most recently reproduced crash).
- Relevance: This is the core problem. Although WinDbg showed d3d11.dll as the Faulting Module, Event Viewer and ArcDPS logs often point to ArcDPS.dll itself. This is likely a consequence of d3d11.dll instability affecting ArcDPS. The 0xc0000005 is a very generic error, but highly specific in this context.
Error Pattern 2 (With Old YoloMouse Version):
- Faulting application name: Gw2-64.exe
- Faulting module name: Yolo64.dll_unloaded
- Exception code: 0xc0000005
- Configuration: ArcDPS, YoloMouse 0.11.3 (often visible as "Yolo64.dll_unloaded").
- Relevance: Shows that the old YoloMouse version itself caused massive incompatibility issues, which might also be related to the Intel driver. The fact that the problem also occurs with the in-game mouse pointer option, which doesn't inject external DLLs, makes this point less central for the latest insights into the fundamental incompatibility with ArcDPS and any cursor modification on Intel Arc.
Error Pattern 3 (Heap Corruption, less frequent but relevant):
- Faulting application name: Gw2-64.exe
- Faulting module name: C:\windows\SYSTEM32\ntdll.dll
- Exception code: 0xc0000374 (Heap Corruption)
- Configuration: General with ArcDPS and/or YoloMouse.
- Relevance: Heap corruptions are often a secondary error of access violations or improper memory management caused by injectors interacting with the driver. It's a deeper memory problem that could stem from the same root cause.

Summary Problem Description for Intel

Intel Arc driver developers should be aware of the following key points:

Problem: System crashes of Guild Wars 2 (Gw2-64.exe) with Exception code: 0xc0000005 (Access Violation) and e06d7363 (C++ EH exception), where the faulting module is often ArcDPS.dll or directly the Windows d3d11.dll. Less frequently, ntdll.dll (Heap Corruption) crashes also occur.
Reproducibility: These crashes consistently occur whenever ArcDPS (which uses ImGui for its UI) is active simultaneously with ANY form of mouse pointer modification (be it the in-game mouse pointer option, YoloMouse, or a Blish HUD mouse overlay plugin).
Hardware Specifics: The problem is specific to the Intel Arc B580 Graphics GPU. It occurred after switching from an NVIDIA GTX 980 Ti to Intel Arc, and it happens on a system with an AMD Ryzen 5 7500F Processor and Windows 10 IoT Enterprise LTSC.
Depth of Error: WinDbg analyses show errors in d3d11.dll (e.g., in d3d11!D3D11CoreRegisterLayers), indicating a fundamental incompatibility or an error in the interaction between the Windows DX11 stack and the Intel Arc driver when complex rendering and hooking operations (by ArcDPS and cursor modification) occur simultaneously. ArcDPS's ImGui rendering is a relevant factor here.
Multi-Monitor Setup: Operating three monitors with different resolutions (2560x1440 and 2x 1920x1080) might exacerbate the instability, but it's not the sole cause (as it also crashed with the in-game option). The latest tests with YoloMouse 0.11.3 on a single monitor will provide more clarity on this.

What You Should Send to Intel

When you submit this information to Intel, you should include the following:

A concise description of the problem: "Guild Wars 2 crashes with ArcDPS whenever a mouse pointer modification is active, specifically on Intel Arc B580."
Your complete DxDiag report.
The complete WinDbg output of the !analyze -v command that you provided. This is the most important and technical piece of evidence.
The Event Viewer crash logs for the various configurations (which you provided throughout our conversation) to show the consistency of the error pattern.
The reference to ArcDPS as an ImGui user, as this is a likely lead.

This comprehensive collection of data will provide Intel developers with the best possible basis to investigate this specific compatibility issue.

Part 2: The System Diagnostic Report

Report Date: Tuesday, 08 July 2025

Report Time [hh:mm:ss]: 02:51:17 PM

Operating System: Microsoft Windows 10 IoT Enterprise LTSC 10.0.19044

IGCC Version: 1.100.5688.0

Language: en-GB

Physical Memory: 31.59 GB

Current Resolution: 2560x1440

Processor: AMD Ryzen 5 7500F 6-Core Processor

Processor Speed: 3701 MHz

GFX Driver Name: Intel® Arc(TM) B580 Graphics

Shader Version: 5.1

OpenCL* Version: 3.0

Microsoft DirectX* *
Runtime Version: 12
Hardware-Supported Version: 12
Vendor ID: 8086
Device ID: E20B
Device Revision: 00
GFX Driver Version: 32.0.101.6913
Dedicated RAM: 12 GB
Shared RAM: 16 GB
Max Supported Displays: 4
GFX Vulcan: 1.4.315
Option ROM (OpROM) Version: 23.0.1051.0
Devices connected to the Graphics Accelerator *

Active Displays: 3

Digital Display 1 *

Display Name: DELL S3222DGM

Display Type: Digital

Serial Number: HZ340M3

DDC2 Protocol: Supported

Gamma: 2.2

Connector Type: DisplayPort

Maximum Image Size

Horizontal - 27.56 inches

Vertical - 15.75 inches

Supported Modes

640 x 480 (60p Hz)

640 x 480 (75p Hz)

720 x 400 (70p Hz)

720 x 480 (60p Hz)

720 x 576 (50p Hz)

800 x 600 (60p Hz)

800 x 600 (75p Hz)

1024 x 768 (60p Hz)

1024 x 768 (75p Hz)

1152 x 864 (75p Hz)

1280 x 720 (50p Hz)

1280 x 720 (60p Hz)

1280 x 1024 (60p Hz)

1280 x 1024 (75p Hz)

1600 x 900 (60p Hz)

1600 x 1200 (60p Hz)

1680 x 1050 (60p Hz)

1920 x 1080 (50p Hz)

1920 x 1080 (60p Hz)

1920 x 1080 (120p Hz)

1920 x 1080 (144p Hz)

1920 x 1080 (165p Hz)

1920 x 1200 (60p Hz)

2560 x 1440 (60p Hz)

2560 x 1440 (120p Hz)

2560 x 1440 (144p Hz)

2560 x 1440 (165p Hz)

Power Management Support

Standby Mode Supported

Suspend Mode Supported

Active Off Mode Supported

Raw EDID:

00 FF FF FF FF FF FF 00 10 AC 0F D1 56 4B 33 30

2B 22 01 04 A5 46 28 78 FB 21 76 A9 53 44 94 23

1C 4D 5A A5 4B 00 A9 C0 B3 00 D1 00 71 4F A9 40

81 80 D1 C0 01 01 56 5E 00 A0 A0 A0 29 50 30 20

35 00 B9 88 21 00 00 1A 00 00 00 FF 00

JedG_Intel · ‎07-08-2025

Hello fgdfgdfgdfgds,

Thank you for posting on Intel Community Forum.

I appreciate your effort ion providing a detailed description of the issue. To address this issue properly, kindly share the information below.

1. Is the issue isolated to Guild Wars 2?

2. Is the game working without ArcDPS?

3. Where are you seeing the error message?

4. Kindly share the download link to the game.

Additionally, to have a better understanding of your system configuration and components please generate System Support Utility (SSU) report. Please follow instructions here and send the report - How to get the Intel® System Support Utility Logs on Windows*

I look forward to your response.

Best regards

Jed G.

Intel Customer Support Technician

JedG_Intel · ‎07-14-2025

Hello fgdfgdfgdfgds,

I wanted to check if you had the chance to review the questions I posted. Please let me know at your earliest convenience so that we can determine the best course of action to resolve this matter.

Best regards,

Jed G.

Intel Customer Support Technician

fgdfgdfgdfgds · ‎07-14-2025

Huh, pretty sure I specifically subscribed to my thread so I would get notified. But I wasn't notified about your first message, yet I did receive a notification for your second. But are shown as not subscribed.

Odd.

Anyway.

Apologies for the lack of reaction, here are your answers and additional infos I managed to get in the meantime:

1. Is the issue isolated to Guild Wars 2?

Seemingly, yes.

2. Is the game working without ArcDPS?

Yes.

3. Where are you seeing the error message?

Event Viewer, mostly, but also DxDiag or crash- and error logs of the game and add-on.

4. Kindly share the download link to the game.

https://account.arena.net/content/download/gw2/win/64

New information:

In the meantime I managed to further zero in on the cause. My initial assumption that Mouse Overlays cause the crash has been proven wrong. I have been able to play with the initially suspected overlay for days without issue. What has actually been causing the crashes are the hardware monitor programs I used to search for the issue, turning the entire attempt at troubleshooting into a Benny Hill Show of a cat chasing its own tail.

Current analysis:

Stable set-up: Guilds Wars 2, Raidcore Nexus, ArcDPS, YoloMouse, 3 Monitors with 1 monitor having a higher resolution.

Crashes when introducing: Device Manager, Performance Tab of the Task Manager, the trio of CPU-Z, GPU-Z, SpeedFan.

Odd outlier: crashed when introduced Libre Calc & Edge. Gotta check on that more later.

NOT crashing: adding HWiNFO64 to the stable set-up.

NOT crashing: adding following PowerShell command to the set-up: while ($true) { Get-CimInstance -ClassName Win32_VideoController | Select-Object Name, DriverVersion, AdapterRAM, VideoProcessor; Start-Sleep -Seconds 5 }

Crash-pattern: game sputters for 0,5-1 seconds, then freezes for 0-2 seconds, and then closes itself in 99% of all cases and stays frozen in 1%. Interestingly, this pattern also occurs during a stable set-up, but does not end with the game crashing. So maybe something about those hardware monitors is interfering with something that is re-stabilizing the game.

There might be a clue in the Event Viewer, more details on that at the end of this message.*

Current plan:

Testing current stable set-up specifically with ONLY Performance Tab added. Then repeating with SpeedFan, CPU-Z, GPU-Z, etc.

Each test takes 2-3 days because of the the unpredictable nature of the crashes. Sometimes right after two minutes, sometimes an entire day nothing and five crashes on the second. Basically I have to repeat the entire battery of tests while being very aware of what hardware monitors and background programs are running on the side.

Stable programs in the background and on the side so far: Discord, Steam, Thunderbird, Firebird with its 87 tabs, Youtube streaming music non-stop, Signal (the messenger).

* Event Viewer shows the usual Windows noise after boot-up, but has an interesting couple of entries that also point to the graphics drivers as seen in the screenshot.

Event ID 3 is ALWAYS

Session "Intel-Gfx-Driver" stopped due to the following error: 0xC000003A

Event ID 1 is ALWAYS

The backing-file for the real-time session "WDC.BE95A9B1-DE15-4B78-B923-A12AB70BE951" has reached its maximum size. As a result, new events will not be logged to this session until space becomes available. This error is often caused by starting a trace session in real-time mode without having any real-time consumers.

Event ID 2 is ALWAYS

Session "PerfDiag Logger" failed to start with the following error: 0xC0000035

For the sake of completeness, here the "noise":

Session "Intel-Gfx-Driver" stopped due to the following error: 0xC000003A