DBGHELP.DLL NOT FOUND Error in Hero Online game

[bravestar]

Hi; 

I keep getting this error in the game. 

I have confirmed that the problem is related to the graphics card driver.

I installed the attached drivers one by one.

It is the driver that does not give the error I mentioned (gfx_win_101.5382)

All higher versions of version 4669 cause errors.

We are waiting for a solution urgently

My computer;

CPU : i7 1260p 

Ram : Kingston 32 Gb 3200Mhz

GPU : Intel® Iris® Xe Graphics Family

Windows 11 Pro 

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[RamyerM_Intel]

Hello bravestar, 

Thank you for posting in the communities. In order to further diagnose this error message, we need to be more familiar with your system configuration. Please share with us your SSU logs so we can be more familiar with your specification as from the CPU model, this seems to be a laptop device. Just to confirm as well, you are able to play the game using driver version 4669? I will be waiting for your reply. 

Ramyer M. 

Intel Customer Support Technician 

[bravestar]

Hello Ramyer M.

Thanks for your reply to my problem. First of all my pc was Lenovo Think Centre Neo30a. I tired all updates. I am sharing the SSU logs for help your improvement of our system to play game. 

Best regards.

[RamyerM_Intel]

Hello bravestar, 

Thank you for sharing the logs with us. Since this is an OEM (Branded Laptop) original equipment manufacturer device, please take into consideration that our support may be limited since we are not familiar with the technology, settings, customizations, custom drivers, and features that the OEM has designed and installed in your system. Nevertheless, I will do my best to assist you with your concern.

I did notice that you are using our generic drivers. I want to let you know that since this is an OEM device, we highly recommend using the driver recommended by your OEM, which is Lenovo. I have tried looking for your product to search for OEM drivers. Is this the correct link for your product? Neo 30a 24 Gen 3 Desktop (ThinkCentre)? If it is, kindly try downloading this version instead: 

• Intel Graphics Driver: 31.0.101.4255
• NVIDIA Graphics Driver: 31.0.15.3770

From what I am seeing, one of the possible reasons why the versions higher than 4669 cause errors is because the latest version recommended by Lenovo is 31.0.101.4255. It is best to contact your original equipment manufacturer for the best driver they recommend for your system, as they might have made alterations and require specific configurations that we are not familiar with. 

Ramyer M. 

Intel Customer Support Technician