Crash in Heros of the storm, only in map "Alterac Pass" 1440p

[AM191]

I always get Crash (picture freeze and noisy sound) in Heroes of the storm, only in map of "Alterac Pass" if playing at 1440p max graphics settings. I can solve this problem by reducing resolution. Playing in other maps there is no problem in 1440p. 

Time to time I get crashes in Cyberpunk 1440p. Usually crash in specific place. So if I need to pass that specific place I must reduce graphic settings and it works.

GPU Intel arc 16 gb driver 101.5122 (many drivers previous as well)

[ACarmona_Intel]

Hello AM191,

Thank you for posting in our community.

In order for me to isolate the issue and provide the best solution, kindly provide the following information:

• When did the issue start?
• Was the game working fine before?
• Have you made any changes to the system that led to the issue?
• Are Heroes of the Storm and Cyberpunk the only games that are having issues?
• Are there any error messages when the games crash?
• Have you already enabled the resizable bar? as it is important for the Arc graphics performance.
  • What Is Resizable BAR, and How Do I Enable It?
    • https://www.intel.com/content/www/us/en/support/articles/000090831/graphics.html
• We do not have sufficient details about your hardware and software configuration to help you. Please run the SSU report so we can check important details such as the OS build number, graphics driver version, errors logged in the system, etc.
  • How to get the Intel® System Support Utility Logs on Windows*
    • https://www.intel.com/content/www/us/en/support/articles/000057926/memory-and-storage.html
• If you have taken any steps to fix this issue before contacting us, please give me those details so we don't repeat any unnecessary steps.

Thank you, and have a great day ahead.

Best regards,

Carmona A.

Intel Customer Support Technician

[AM191]

Issue started then I installed Intel Arc gpu in to my system.
Heroes of the storm have no issue with previous GTX 950 GPU, with same graphic settings. 
Time to time crash happens in others games. As well same issue happens then I am using software "VirtualDJ". I red in forums that "VirtualDJ" do not support Intel arc gpu. 

Do not get any error message

 I do not use Resizable BAR. There is no such option in my BIOS. I did BIOS update and still there is no such option. I write to my Mother board company ASUS, asked how can I turn on Resizable BAR? The answer was "resize BAR is an older function which will not be available for your newer system configuration, hence the reason why this cannot be found your BIOS"

My steps to solve problem:
1. Overheating.  In the beginning I start monitoring CPU temperature. I notice that my CPU is overheating and temperature is higher then recommended 71 C. So I Install 3 corpus fans in to system. So now there is no heating problems either CPU or GPU.     
2. Try to turn on Resizable BAR, but it was unsuccessful.
3. Tried many intel graphic driver updates.
4. Rewrite new windows OS.
5. Tried turn of antivirus software.
6. Through Intel arc control make higher values on fan curve. 
7. I test my system with heavy lode software's and it pass with no crash. 

OS build 19045.3930

[ACarmona_Intel · Accepted solution]

Hello AM191,

Thank you so much for the response.

Based on our research, here are the possible reasons why the issue that we have occurs:

Your computer's specs are too low.

• You overclocked too high.
• The game's settings are wrong.
• Your graphic card requires too much power.
• You need to upgrade your operating system.
• You need to upgrade device drivers.
• Your network isn't fast enough.
• Digital rights management is causing problems.
• Games are running in the wrong mode.
• Your antivirus is crashing games.
• Using a VPN is slowing online games to the point where they crash.
• You have too many browser tabs open.

In regards to that, please follow the troubleshooting steps provided in the link below:

• The system shows screen artefacts and then crashes whenever the Intel® Arc™ A770 Graphics Card is put under heavy workload.: https://www.intel.com/content/www/us/en/support/articles/000095779/graphics.html

And for just additional troubleshooting and information, you may also check out this link:

• Heroes of the Storm Performance Issues: https://eu.battle.net/support/en/article/13560#

By the way, we have already checked your system specs, and they meet the system game requirements.

• System game requirements: https://us.battle.net/support/en/article/18816

Please let us know the result of the troubleshooting steps that you are about to perform so we can decide what we can do next.

Thank you, and have a great day!

Best regards,

Carmona A.

Intel Customer Support Technician

[ACarmona_Intel]

Hello AM191,

Thank you so much for the response.

Based on our research, here are the possible reasons why the issue that we have occurs:

• Your computer's specs are too low.
• You overclocked too high.
• The game's settings are wrong.
• Your graphic card requires too much power.
• You need to upgrade your operating system.
• You need to upgrade device drivers.
• Your network isn't fast enough.
• Digital rights management is causing problems.
• Games are running in the wrong mode.
• Your antivirus is crashing games.
• Using a VPN is slowing online games to the point where they crash.
• You have too many browser tabs open.

In regards to that, please follow the troubleshooting steps provided in the link below:

The system shows screen artefacts and then crashes whenever the Intel® Arc™ A770 Graphics Card is put under heavy workload: https://www.intel.com/content/www/us/en/support/articles/000095779/graphics.html

And for just additional troubleshooting and information, you may also check out this link:

Heroes of the Storm Performance Issues: https://eu.battle.net/support/en/article/13560#

By the way, we have already checked your system specs, and they meet the system game requirements.

System game requirements: https://us.battle.net/support/en/article/18816

Please let us know the result of the troubleshooting steps that you are about to perform so we can decide what we can do next.

Thank you, and have a great day!

Best regards,

Carmona A.

Intel Customer Support Technician

[AM191]

GPU was connected with both 6-pin and 8 pin from one cord. Connecting GPU 6 pin and 8 pin with different cords fix the problems. 

 

[AM191]

Crash starts again after all new drivers reinstalation. 

So, it helps changing 6 pin and 8 pin cords again and again... 

[AM191]

changing 6 pin and 8 pin cords again and again stop working. 

I change my PSU and all problems gone.

Recommendations reduce gpu core power limits (you can do it  in intel arc control software) and if it helps stop crashes, change the PSU.  

[ACarmona_Intel]

Hello  AM191,

We are checking in with you on the crash issue we are having in case you have any additional queries or require further explanation. Please know that we would be happy to assist you if you have any.

Thank you, and have a great day!

Best regards,

Carmona A.

Intel Customer Support Technician

[ACarmona_Intel]

Hello AM191,

We are checking in with you on the crash issue that we have, as we have not heard any response from you.

Thank you, and have a great day!

Best regards,

Carmona A.

Intel Customer Support Technician

[ACarmona_Intel]

Hello  AM191,

We have not heard back from you, so we will close this enquiry now. If you need further assistance, please submit a new question, as this thread will no longer be monitored.

Thank you, and have a great day ahead.

Best regards,

Carmona A.

Intel Customer Support Technician