Crashes with Arc A380 or A750 with Unreal Engine 4 game "Train Sim World 3" (Steam version)

[ArcGNU]

Hello *,

quite similar but not the exact same Stack as shown in report https://community.intel.com/t5/Intel-ARC-Graphics/Game-crashes-system-crashes-anytime-Unreal-Engine-games-are/td-p/1499795, Train Sim World 3 crahes on different occasions with the error "Unreal Engine is exiting due to D3D device being lost (Error: 0x887A0020 - 'INTERNAL ERROR')" (see attached Screenshot "UE4_Crash_Screenshot"):

LowLevelFatalError [File:Unknown] [Line: 198] Unreal Engine is exiting due to D3D device being lost. (Error: 0x887A0020 - 'INTERNAL_ERROR')

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This crash occurs at different times within the game, but not on all tracks.

It also occurs with both a AsRock Arc A380 and an Intel Arc A750 LE, but right now I have been using the A380. It has been happeing for several months now, new driver updates bringing (Edit: typo) no improvement.

The error hasn't occured when I replaced the graphics card with a nVidia RTX 4070 or GTX 1060, nor with a AMD RX 6600 or RX 6700. I always use uninstall of the drivers, plus - in case of AMD cards - the cleanup utility provided by AMD and the DDU at last. I also reinstalled the game several times after I switched graphic cards.

The error occurs, like said, not on all tracks within the game. For example I can play the training center without problems for "hours" (which is not as much fun as it sounds). Then again I play a track and after 30 or more minutes of play, just shortly before the finish of a scenario, the game crashes (happend on track "Main-Spessart Bahn" -> "Main Spessart Bahn Journey" -> "Driver" -> "DB 88128 Gmünden - Aschaffenburg").

For other tracks, the game crashes directly while watching the loading screen when I try to start a scenario like "Main-Spessart Bahn" -> "Main Spessart Bahn Journey" -> "Driver" -> "Aschaffenburg Hbf - Gmünden - All Stops" or "Linke Rheinstrecke: Mainz - Koblenz" -> "Gorge-ous" -> "Amped" -> "IR (2214) Karlsruhe to Norddeich" or several other tracks.

In fact there are more tracks that crash than tracks that work, but when it crashes, it's always the same error.

When the error happens, the Process is shown as "inactive" as seen in attached screenshot "Taskmanager_Screenshot.png".

The output from SSU is attached as well.

Maybe there is a common issue in this error and the one I linked in the beginning of my post?

I have no crashes when I play a different game, so I would not think, that I both cards have a hardware defect.

[ArcGNU]

Hello @AndreyEm ,

good question (I do have the same question), but since Train Sim World 4 (TSW4) is not yet available, I guess the only way to know would be to ask Dovetail Games (the publisher and developer) about it.

I guess it depends on if the problem will/can be fixed driver wise by Intel , or if it needs fixes in the game by Dovetail Games or both.

If I understood Hugo_Intel's comment from 2023-08-16 (community.intel.com/t5/Intel-ARC-Graphics/Crashes-with-Arc-A380-or-A750-with-Unreal-Engine-4-game-quot/m-p/1514612#M6792), then that is still to be determined.

So I guess we will have to wait a little longer to find out, if the problem will also exist with TSW4. I for my part will wait for clarification before I consider buying TSW4 and open a ticket at the Dovetail Games support. I recommend you do the same - the more people asking Dovetail Games about it, if TSW4 will work with Intel cards, the more likely Dovetail Games will react/care.

Regards,
ArcGNU

[AndreyEm]

I think previous versions of Train Sim were working IIRC.

[ArcGNU]

@AndreyEm 

I did open a ticket at Dovetail Games support and asked about if Intel Arc cards would be officially supported, since the FAQ did just mention nVidia GeForce and AMD Radeon cards in the system requirements section and today I got the reply that the Intel Arc graphics card will not be officially supported in TSW 4.

So, while this doesn't mean that the error will still be there in TSW4, it is kind of dire news for me, since it doesn't sound like Dovetail Games takes Intel Arc into much consideration, yet. I do hope they reconsider that position and also pointed this out to them. I suggest you do the same. If more people do, then they (Dovetail Games) might change their mind?

[ArcGNU]

Hello Intel-Team,

since another month has passed, I wanted to check, if there is any new developement in this case? Is this issue still under investigation?

Thanks in advance!

Regards,
ArcGNU

[ArcGNU]

Just in case anybody cares:

The error is still the same with driver version 4887 and Train Sim World 4 ( at least I tried out with the "ICE 793 Berlin Ostbahnhof to Frankfurt(M) Flughafen Fernbf" journey from the Schnellfahrstrecke: Kassel - Würzburg ).

Cheers.

[ArcGNU]

So, it seems there are no news for this case.

My conclusion: if you own a Arc graphics card, better not play Train Sim World 3 or 4, if you want to play Train Sim World 3 or 4, better not use an Arc graphics card.

Thanks to the supporters here, who did their best to get things going!

[NormanS_Intel]

Hello ArcGNU,

I apologize for any inconvenience caused by the delay and thank you for your continued patience. We're pleased to share that the recent update to the graphics driver, version 31.0.101.5382, is expected to address the issue you've encountered. I encourage you to update to this latest driver version and inform us of the outcome.

Additionally, for an optimal update experience, I advise using the DDU to remove any previous drivers. This ensures a clean installation and helps to avoid any conflicts from leftover files. Detailed instructions on using DDU can be found in our How to Use the Display Driver Uninstaller (DDU) to Uninstall an Intel® Graphics Driver article 

I value your input and look forward to hearing back from you. Rest assured, our detailed and attentive approach to support inquiries necessitates careful examination and may contribute to response times. Our priority is to provide comprehensive and meticulous support for all cases.

Thank you for your understanding.

Best regards,

Norman S.

Intel Customer Support Engineer

[ArcGNU]

Hello @NormanS_Intel,

thank you for your update on this case!

At the moment I am unable to do any tests, but I hope I will find time to do so during the weekend. I will post my findings then in this thread.

Regards,

ArcGNU

[NormanS_Intel]

Hello ArcGNU,

You're welcome! It's completely understandable that you might be busy at the moment. Whenever you find the opportunity to conduct the tests over the weekend, we'll be here to review your findings. Looking forward to your update in this thread. Have a great day!

Best regards,

Norman S.

Intel Customer Support Engineer

[ArcGNU]

Hello @NormanS_Intel,

my curiosity took the better of me and I did some basic testing.

However, I don't have access to the system anymore which I had when I originally reported the error. Instead I have a different mainboard, CPU, RAM and also monitor (Asus TUF Z790-Plus, Intel Core i9-14900KF, G.Skill 64 GB DDR5-5600 CL28, Asus VG27AQML1A).

Hence I thought I would do a test with an old driver first, replaced my graphics card with the Intel Arc A750 LE (with  driver unstallation plus cleaning via DDU 18.0.7.5) and installed the 5333 WHQL driver first (clean installation).

So I started TSW4 and chose the Kassel-Würzburg setting which always crashed. But this time it did not crash.

So I did another cleanup with DDU and installed the 4887 driver, which I had used before and could reproduce the issue with my old system. But it didn't crah then either.

I am glad of course that the crash went away (I would of course need more time to do more testing if the crashes also went away on different tracks, but since it was always the same error, it seems sensible to assume that is the case). But since I cannot reproduce the issue with older drivers on my new system anymore, I cannot confirm for sure, if the new driver fixed the error.

So, don't get me wrong: I don't want to doubt that issue got fixed, but since I cannot reproduce the issue anymore with the old drivers, I am unfortunately not able to give valuable input anymore.

I hope maybe @AndreyEm  or @FurnaceRocker  still have the same system as before and can maybe verify that the 5382 driver did the magic?

My thanks to all that helped solving the issue! I will stick to my graphics card that I bought in the meantime, but next time Arc might get back into consideration.

Regards,
ArcGNU

[FurnaceRocker]

Hey ArcGNU, I have the most recent driver, and while it works for some things which it did not work for before, there are still a few things that the game still crashes on even with the update.  So overall, better, but not running perfectly yet.

[NormanS_Intel]

Hello ArcGNU,

Your initiative to perform basic testing is greatly appreciated. It's understandable that you no longer have access to the original system used to report the error, and it's interesting to note the changes in your current setup, including the mainboard, CPU, RAM, and monitor.

While it's unfortunate that you're unable to replicate the issue with the old drivers on your new system, your findings still provide valuable insights. It's possible that the new driver may have addressed the error, or that your new hardware configuration is more compatible with the drivers.

Thank you for your diligent efforts in troubleshooting and for sharing your experience. Your feedback not only helps improve the product but also assists others who might be facing similar challenges. We look forward to possibly considering Arc for your future needs.

If you need any additional information, please submit a new question as this thread will no longer be monitored.

Best regards,

Norman S.

Intel Customer Support Engineer