Games crashing, not able to start them on my new Arc 770 16GB - Help needed

[Fightergreg8]

Hello everybody,

I perfectly and happily installed my new Arc770 Limited yesterday, uninstalled all the old GPU drivers from NVIDIA and installed the new Intel Driver, restarted my system and of course switched Re-Bar to enabled in the BIOS. All went smoothly and nicely, without any issues.
(And I love the look of the Arc Control, just that it already crashed 3 times and I had to restart it.)

But as many other guys already told, some games like No Mans's Sky wouldnt run. Also the brand new Trackmania cannot start. I thought new games work fine, just some older ones with DirectX9 make troubles?

When I try to start games like NMS, I have a white screen and Error windows.
I found this problem many times in the forums, without any problem solving steps... Please help, because after so many months there should be something to solve this problem, so that at least the games can be started. Not talking about perfect graphics, I dont mind waiting for some bugfixes and stuff, I like to support the "newest" party on the GPU market. But if the games dont start, I cant play. so the main use of the GPU is not working.

Games like Sims 4 were able to start - They told me that the GPU is unknown but they switch settings to MAX automatically anyways, so the game was running perfectly then. After closing the game, my PC had to shut down for whatever reason. Was just annoying but ok, if thats all...

In F1 22 I wasnt able to play without any stutters at first. Then i set all settings to MAX, restarted the PC and then it worked perfectly fine. (first and only game that worked without issues then).

Please dont make me send the nice good looking Intel Arc 770 Limited Edition back. I would really like to keep it. But I cant if half of the games I play dont work...

Greetings,
Greg

Btw.:
I uninstalled Steam and all games. Then I installed all of them again. So please dont tell me to try and install it again.
All games worked perfectly fine the same day before I installed the nice Intel Arc 770 on my old 1070Ti.

Pls let me know if I should repost this in another forum or not. Or contact the support directly.

[Hugo_Intel]

Hello Fightergreg8

Thank you for posting on the Intel® ARC™ Graphics. I am sorry to hear that you are experiencing issues when trying to play games on your Intel® Arc™ A770 Graphics. Please share with us the following information to assist you with this issue:

• Is Resizable Bar enabled on your system?
• Create a log file with the Intel® System Support Utility and attach it to get more information about your system.
• I see that you shared a screenshot of the error message on No Man's Sky, as for Trackmania, is there an error message as well that you can share with us or what is the behavior when trying to start the game?

Best Regards,

Hugo O.

Intel Customer Support Technician.

[Fightergreg8]

Hello Hugo O.,

thank you for your reply and helping me out with this problem(s).

- As I already wrote in my text, I enabled Resizable Bar on my system just like I've been told to in the BIOS.
- The first screenshot was from No Man's Sky, the second screenshot was from Trackmania, I think it even says it on the white little error window. Thats all I have from both games, thats all it shows me. Unfortunately. No way to get into the game settings, because there is no way to start it.

Hope the scan helps you, so that you can help me.

Thank you and best regards,

Greg

[Hugo_Intel]

Hello Fightergreg8

Thank you for sharing this information with us. Based on the log file that you shared please update the following;

1.-Visit your motherboard's manufacturer's website and update it to the latest available Bios. The version seems to be 2204.

2.-Do a clean installation of our latest driver version 30.0.101.4123.

Let us know the outcome.

Best Regards,

Hugo O.

Intel Customer Support Technician.

[Fightergreg8]

Hello Hugo O.,

Thank you again for taking care of my problem.

Unfortunately nothing changed after the BIOS Update. Also not with the new Driver. I tried it with the old 31.0.101.4091 AND now the new version 31.0.101.4125.

I ran the system-scan again for you. All other games run just fine and without any trouble.

Btw. I got an error message before shutdown after installing the new driver. 2 times actually, couldnt manage to make a screenshot unfortunately.
I also add all the other screenshots i have for you.

Hope you can still help me out!

Best regards,

Greg

[Hugo_Intel]

Hello Fightergreg8

Thank you for the information and for the troubleshooting steps performed. We will continue checking this issue internally and I will post back as soon as I have an update or in case I need more information from you.

Best Regards,

Hugo O.

Intel Customer Support Technician.

[Hugo_Intel]

Hello Fightergreg8

We are still researching this and we would like to complete additional troubleshooting steps to make sure that there are no conflicting drivers from previous versions or from the previous Graphics Card that you had. Please follow these instructions:

1.-Completly uninstall the drivers using Display Driver Uninstaller, do this for Intel and Nvidia drivers. Once completely uninstalled, install the latest version 31.0.101.4125.

Best Regards,

Hugo O.

Intel Customer Support Technician.

[Fightergreg8]

Hello Hugo O.,

I really appreciate the work you are doing. Your fast answers are quite impressive actually.

Referring to our main problem: I was quite prepared when I got the new Intel Arc 770, so I actually used the DDU already before I installed the new GPU and the drivers. Anyways, I did it again, as you told me to: Uninstalled NVIDIA AND Intel drivers, and installed your latest driver again. Same as before, the 2 games dont start.

I ran your utility scan again, nothing should be different.

Recently I had another problem with the Control Center, had an Error window, but its gone meanwhile. The Control Center in general still has the problem, that after some clicks it kind of gets stuck. Seems like it is overburdened or something... then i have to "kill" it and start it again to make it work. Maybe its a known issue already.

Just to let you know, I try a lot of things to see if it works or not - and to share my experiences with you. Hope it helps.

I installed Civilization VI wich runs perfectly fine. I ran the ingame benchmark to share with you. And as many other games, it tells you the first time you start it, that the GPU is unknown.

The game "Tower of Fantasy" also runs perfectly fine.
Dont know if that had anything to do with the game or the GPU or both or non of them, but after maybe 1 or 2 hours of playing, I suddenly had a black screen and no audio. the pc was still running and the ARC770 was still shining blue, but the picture wasnt getting back so I had to restart the PC. I was in a Discord channel talking to a friend at the time, he wasnt able to hear me when that happened. Dont know what was going on there... never had this issue before.

Best regards,
Greg

[Jean_Intel]

Hello Fightergreg8,

Let us look into this, and we will get back once we have more details.

Best regards, 

Jean O.  

Intel Customer Support Technician

[Hugo_Intel]

Hello Fightergreg8

We appreciate your patience. We have tested both of these games experiencing issues on your system, allow me to share with you the outcome and next steps:

No Man's Sky:

We were not able to reproduce this issue on our latest internal build, and we were able to run the game for about 1 hour and traveled to 3 planets. In this case, please let's try the following:

1.-Use Display Driver Uninstaller to uninstall the previous driver from your system and let's test the 2 latest versions 30.0.101.4146 WHQL and 30.0.101.4148 BETA.

2.-If the issue persists, Could you please let us know if there are any specific steps to reproduce the issue or does it happen just right after trying to launch it?

Trackmania (2023):

We were able to reproduce the issue this issue even using our latest internal driver. So for this problem, please open a new thread as we will need to do further research on this error and the troubleshooting for each game will be different now. Once you open the new thread you can reference this one so you don't have to provide the information again.

Best Regards,

Hugo O.

Intel Customer Support Technician.

[Fightergreg8]

Hello Hugo O.,

thank you for the work.

I tried everything you told me, with both Drivers, using DDU and clean installation, restarting the PC every time.
Unfortunately I cant make it running...
The problem occurs everytime I try to start it. So the launch itself doesnt work and it crashes before I even get into the game. I did not make any changes since last time. So its just that simple: Double click on the game icon - crash.

Its a different number in the error window meanwhile - screenshots added.

Are there any more options, settings, maybe install the game from another platform? (I used Steam every time)

Thank you, I will open a new Thread right away for Trackmania.

Best regards,
Greg

[Hugo_Intel]

Hello Fightergreg8

Thank you for letting us know. We will continue looking into this internally, however, I would like to try one more troubleshooting step. I understand from your original post that you tried uninstalling and reinstalling this game, however, Could you please try this step one more time, completely removing the game from your system and then just reinstalling it?

Best Regards,

Hugo O.

Intel Customer Support Technician.

[Fightergreg8]

Hello Hugo O.

I tried to uninstall and reinstall it again. I was full of hope, haha. I am quite sad it didn't work out. 

Just let me know if you find out anything new.
Do screenshots of the folders of the data of the game help you? Any settings from Steam that could possibly stand in its way or that need any change?

Best regards,

Greg

[Hugo_Intel]

Hello Fightergreg8

Thank you for letting me know. Please note that the testing we did was using our latest internal driver, this one has some fixes that are not yet publicly available so it might be the corresponding fixes are not on the driver you have tested so far in case this is a driver issue. Before I pass this information to our team, please try the recent driver that came out today, version 31.0.101.4255.

Best Regards,

Hugo O.

Intel Customer Support Technician.

[Fightergreg8]

Hello Hugo O.,

Unfortunately I have to tell you, that the new Driver didn't manage to get the wished outcome of beeing able to start the game.
It's the same error as last time.
I used DDU to uninstall all the Drivers and used Clean Installation afterwards.

Hope to hear from you soon.

Best regards,

Greg

[Hugo_Intel]

Hello Fightergreg8

Thank you for performing the requested troubleshooting. Allow me to review this new information and I will post back once I have more information for you.

Best Regards,

Hugo O.

Intel Customer Support Technician.

[Fightergreg8]

Hello Hugo O.,

just to let you know, I just tried the new Driver version 31.0.101.4257 without any change.

Best regards,
Greg

[Y3llowSki3s7]

This is really sad. My wife who owns an A770 is having thos same exact issue... I own a Nvidia 2070 Super and am having no problem at all. I wonder if this really is an intel driver problem or not. Have you any word if you got your game fixed?

[Hugo_Intel]

Hello Fightergreg8

We continue not to be able to reproduce this issue, and the game seems to be working fine from our side. In this case, the best next step would be to get in contact with the game developer and report the issue to them based on the error message as there might be something else going on from the game's side. We appreciate all the information you provided throughout this thread as well as your feedback.

Best Regards,

Hugo O.

Intel Customer Support Technician.

[Hugo_Intel]

Hello Fightergreg8

Since there are no further questions and the support will continue with the game developer we will be closing this thread. If you need further assistance, please feel free to open a new topic as this thread will no longer be monitored. Thank you for your continued support.

Best Regards,

Hugo O.

Intel Customer Support Technician.

[Y3llowSki3s7]

This is really sad. My wife who owns an A770 is having thos same exact issue... I own a Nvidia 2070 Super and am having no problem at all. I wonder if this really is an intel driver problem or not. Have you any word if you got your game fixed?