Diablo 4 crashing after a couple of minutes of play

[Richieroo]

Diablo 4 crashing within 5 minutes of play (usually within 1-2mins) since installing Intel ARC A770 16G. 

In game I will be walking or in combat and game will freeze, screen will freeze and slightly tear and buzzing sound from the speakers. Have to reboot PC to resolve.

Happens nearly every first time I load Diablo 4 each day.

If my PC does not crash within the first 5 minutes, it wont crash later (have played some long sessions in Diablo 4 recently with no crashes), will always crash within 1-5 minutes of starting the game.

Was not behaving this way with previous Nvidia RTX 2080 GPU

Motherboard: Z590I AORUS ULTRA

CPU: Intel Core i9-10900F CPU @ 2.80GHz

GPU: Intel Arc A770 16G Limited Edition 

Driver Version: 31.0.101.4514

RAM: 32637 Mb

OS: Windows 11 

PSU: 850W

[Jean_Intel]

Hello Richieroo,

Thank you for posting on the Intel️® communities. We would be more than glad to help you with your issue.

We want to inform you that we are investigating a crashing problem when playing Diablo IV. The driver developer team is working to implement a fix in an upcoming driver. However, we are unable to commit to an estimated time or updates regarding this matter but rest assured that it is coming soon.

We will further research this matter internally, bringing your information. We will post back as soon as we have further details.

Best regards

Jean O.

Intel Customer Support Technician

[Jean_Intel]

Hello Richieroo,

We want to let you know that we have been trying to reproduce the issue and could not observe any crashes yet with our latest drivers. Please note that a Timeout detection and recovery (TDR) crash can also occur due to an Operating System issue, we would like to recommend you use the System File Checker tool to repair missing or corrupted system files.

However, if these don't help and the issue remains, you may need to perform a clean Operating System Installation.

Best regards

Jean O.

Intel Customer Support Technician

[Richieroo]

 Was able to create the issue and have video and photo with arc in-game overlay showing

[Richieroo]

Here is video

issue occurred within 1minute of launching the game 

[Jean_Intel]

Hello Richieroo,

Thanks for the information provided.

We appreciate the information you have shared with us. However, as we mentioned previously, the issue can be related to the Operating System having corrupted files. We would like to confirm if you have been able to try our recommendation for the previous post:

• Use the System File Checker tool to repair missing or corrupted system files.
• If these don't help and the issue remains, you may need to perform a clean Operating System Installation.

Best regards

Jean O.

Intel Customer Support Technician

[Richieroo]

Hi Jeano,

I have completed the System File Checker step (no corrections/changes occurred). 

I haven’t completed a clean Windows 11 Install. 

Keep in mind, this issue didn’t occur playing the same game using the same PC hardware and OS Installation. Only the GPU has changed. 

I guess the true ‘fix’ is to go back to the Nvidia RTX 2080

[Jean_Intel]

Hello Richieroo,

Thanks for the information. Thank you for completing the System File Checker recommendation. We also understand that you haven't tried the recommendation for a Clean Operating System installation.

We will further review this matter internally with all the new information we gathered. We will post back once we have more details.

Best regards

Jean O.

Intel Customer Support Technician

[Richieroo]

FYI:

Arc Control downloaded and installed Driver version 31.0.101.4575 this morning. 

Let's see how this goes

[Richieroo]

crashed again this morning

same deal. within the first minute of hitting the world. Gamer freezes, screen tears, and a thin black line is seen across the screen. 

Forced to power down my system

[Richieroo]

I think it’s worse

getting multiple crashes per day now

have to give up on this game or GPU. Too frustrating

[Jean_Intel]

Hello Richieroo,

Thank you for the information provided.

We would like to let you know that we are researching this problem internally. Once we have further details, we will be posting back. We appreciate your patience.

Best regards

Jean O.

Intel Customer Support Technician

[Richieroo]

another piece of info worth mentioning: I use an Acer Predator X34 monitor using the DP connector

[Richieroo]

also this issue reported on Reddit matches my same symptoms. Freezing screen and thin black line across

This user is using the same GPU and also an extra wide Acer monitor:

https://www.reddit.com/r/IntelArc/comments/11ovrym/having_a_weird_freezing_issue_with_my_arc_a770/

[Jean_Intel]

Hello Richieroo,

Thanks for the information provided.

We are still researching this matter; however, we appreciate all the new information you are sharing with us. The more information we have, the better.

Best regards

Jean O.

Intel Customer Support Technician

[Makavien]

I would also like to confirm i get the exact same problem in game .Iy either just goes to desktop when  

entering a dungeon or when i open portal iy crashes .Ive tryed a full ddu a full windows repair etc and 

Still same problem.Ive switched back to my 6650xt for now to this is sorted 

[Jean_Intel]

Hello Everyone,

We appreciate your patience.

Would you mind sharing a screenshot of the graphics settings for the game you're using? This would be very helpful for issue reproductions purposes.

Best regards

Jean O.

Intel Customer Support Technician

[Richieroo]

    

[Jean_Intel]

Hello Richieroo,

Thanks for all the information you shared. We will continue our research on this matter internally. We will post back as soon as we have more information.

Best regards

Jean O.

Intel Customer Support Technician

[Richieroo]

FYI: I don't think this is Diablo specific

I have had the freezing/PC crash during play on other games (Aliens Dark Descent, Hearthstone) 

always seems to happen soon after I switch my PC on and load a game straight away. 

It could just be coincidence, but it seems that freezing/crashing only occurs early in my gaming session. 

If no crash within the first few minutes, it wont crash later

[Jean_Intel]

Hello Richieroo,

We want to thank you for your response regarding this problem.

We would like to inform you that there is a new driver update, and it includes multiple fixes for several issues. Please, test driver version 31.0.101.4644.

If the issue remains, please, help us to collect crash dump files to analyze them:

• When the game crashes, a new dump file should be created under any of the following folders:
  • User-mode Application Crash dump: C:\AppCrashDumps
  • Small memory dump file: %SystemRoot%\Minidump (default)
  • LiveKernelReports: %SystemRoot%\Windows\LiveKernelReports
  • Complete/active memory dump file: %SystemRoot%\MEMORY.DMP (default)
  • App-specific dumps: Location is set by the application
• Upload the dump file to your preferred file-sharing system (OneDrive, Google Drive, etc.).
• Check our advanced troubleshooting guide for more information about how to enable debugging logs.

Best regards,

Jean O. 

Intel Customer Support Technician