Games on B580 crashing upon loading or trying to load

[SpaceCow]

I have recently received 2 Intel Arc B580 cards that I ordered from Newegg. 1 being an Onix Odyssey and the other being an Onix Lumi card. The Lumi works fine, however the Odyssey that I am using is having issues loading any game. Whenever a game starts to load the game will crash sometimes with an error and sometimes without.  The only game that I was able to have open but not crash in was World of Warcraft Classic, but even in that there were huge freezes lasting around 30 seconds or longer.

Attached are the SSU report as well as a couple screenshots of the crash error window, one being from Resident Evil 4 Remake and the other being Street Fighter 6. It does not happen just those games, but those were the only 2 that would present and error upon crashing. I have also used DDU to remove any graphics drivers installed previously as well as done a full clean Windows 11 reinstall.

[SpaceCow]

https://drive.google.com/drive/folders/1HDdxkMJQ2pePHAz-n_0I4zdy0oRDElyo?usp=drive_link 

https://drive.google.com/drive/folders/1qmjwcX3cEU6i4ZVh9DesB_6JxpEj50Kz?usp=drive_link

And here is the LiveKernelReports and the AppCrashDumps folders that I could find

[Revolutionized]

Hello, I believe I had the same issue as you are having, I am also using an Onix Odyssey model and struggled with this issue for the past couple of days since installing it. I found the problem to be some sort of issue with the latest graphics drivers (version 6259), and my solution was running display driver uninstaller (DDU) and then installing version 6257 of the drivers from https://www.intel.com/content/www/us/en/download/785597/844741/intel-arc-iris-xe-graphics-windows.html

DDU: https://www.guru3d.com/download/display-driver-uninstaller-download/

Make sure you reboot throughout the process, let me know if this works for you!

[SpaceCow]

Hi, thanks for replying. I have tried downloading older drivers at some point during the weekend to try and fix the problem but none of them had worked. I had downloaded both 6257 and 6256 and tried them after using DDU to do a clean reinstall of the drivers. I have however not yet tried after doing my full windows reinstall. I am in the process of swapping out my gpus to try the older drivers again and I will reply with whether or not it had helped.

[SpaceCow]

After reinstalling the gpu back into my pc and testing both version 6256 and 6257 I can confirm that neither of them have fixed my issue. I did do a safe boot each time when using DDU for each driver. Thank you for your advice but sadly it has not helped me solve my problem.

[Revolutionized]

Ah that's a shame, I wish I could help further but I'm not very experienced in the matter, I wish you luck in solving your problem!

[RandyT_Intel]

Hi SpaceCow,

I don't have an answer at this moment, but I'll investigate it and get back to you as soon as possible. I'm going to look into the issue further. 

Thank you for providing detailed documentation.

Randy T.  

Intel Customer Support Technician  

[SpaceCow]

Thank you. I will be awaiting your findings.

[Jmansinger]

I just discovered that my LG IPS QHD monitor has been the cause of my crashes. I unplugged this monitor, plugged in an old gateway monitor from 2009, and everything stops crashing. In fact if I then plug my LG monitor back in it will work there. Not really a permanent fix, but hey, it's a step in the right direction! I should note, I am using the HDMI port on my Intel B580 and it is the Acer GPU.

I was having trouble playing both Minecraft and Borderlands 3. For both I could hear the game but the screen would literally lose signal. It always happened right before the main menu's were about to come up. the monitor would flicker, lose signal, then enter sleep mode. If I Alt+Tab out of the game my LG monitor would come back to desktop. If I tried to enter the game by maximizing it, same thing, flicker, no signal, sleep.

I hope this helps some people.

[Jmansinger]

Update: I can no longer alt+tab to desktop to recover my HDR monitor. It now requires a reboot. If I try to launch games with my older Gateway monitor after the HDR monitor crashes, they launch no problem.
Just a little background: My previous GPU was a 1060.
My pc specs are: 1000watt psu, 64gb ddr4 ram, Ryzen 5 3600 CPU, Windows 11.
I have checked all my drivers are up to date for bios, windows, gpu, monitor. I have done DDU in safe mode of all gpu drivers, old and new, then clean install.
I have reinstalled Windows 11.
I updated the HDR display monitors drivers.
I bought a HDMI 2.1 cable and installed that on the HDR monitor.
What else could this be? I'd really like to take full advantage of the new GPU i have and not have to play games on a display from 15+ years ago.

[RandyT_Intel]

Hi SpaceCow,

Could you let me know the make and model of your monitor, as well as the adapter you're using? Also, have you tried the steps below? Enabling this functionality can lead to a performance boost for your system.

Steps to Enable Resizable BAR:

1. Enter the system’s BIOS/UEFI firmware configuration menu.
   1. Access Windows Settings. Click the Windows start menu and select Settings on the left panel. You may also use the Windows + I keyboard shortcut.
   2. For Windows 10: Select Update & Security.
   3. Select Recovery.
   4. Click Advanced startup.
   5. Select Restart now under Advanced Startup.
   6. Select Troubleshoot. In this window, select Advanced options, then UEFI Firmware Settings. The system will now enter the BIOS menu.

• Compatibility Support Module (CSM) or Legacy Mode must be disabled, and UEFI boot mode must be Enabled.
• Ensure the following settings are set to Enabled (or Auto if the Enabled option is not present):

1. Above 4G Decoding
2. Re-Size BAR Support

1. Use the Intel® Driver and Support Assistant (Intel DSA) to confirm that Resizable BAR is enabled on your system.

The Resizable BAR option may be described as Re-Size BAR, Smart Access Memory, or Clever Access Memory. Contact the system manufacturer for specific details.

Use your system’s latest motherboard firmware supporting Resizable BAR.

Refer to your system manufacturer's support page for further details.

Steps to enable ASPM – (Recommended)

The power consumption of Intel Arc Graphics cards (even during idle state) depends largely on the number of displays connected to the card and each display's resolution/refresh rate. Before starting, please confirm that the system is on the latest BIOS. For most supported configurations to achieve optimal power consumption, configure the BIOS as follows:

1. Allow OS-controlled ASPM by setting Native ASPM to Enabled.
2. Enable PCI Express root port ASPM and select L1 Substates.

Consult your motherboard manual or refer to your motherboard's manufacturer if you are unsure where to locate these settings. Different manufacturers may use different names for the same setting.

Also, configure Windows Power settings as follows:

1. Go to Start > System > Power & sleep.
2. Click on Additional power settings.
3. Select your preferred plan and click on Change plan settings.
4. Click on Change advanced power settings.
5. Look for PCI Express.
6. Click the '+' sign next to PCI Express to expand the options.
7. Click the '+' sign next to Link State Power Management to expand the options.
8. Select Maximum power savings as the setting using the drop-down menu.
9. Click Apply and then OK.

Reference: Intel® Arc™ Graphics – Desktop Quick Start Guide

Please let me know the results after you've had a chance to try this

Randy T.  

Intel Customer Support Technician  

[SpaceCow]

Hi thanks for replying. Unfortunately this solution did not fix my problem either. My monitors are both Acer brand, the models are EDA270U P and ED273 A. Both connected via displayport cables. I have tried my card in another computer and was unable to make it work there as well, so I have decided to make a replacement order with the retailer I originally bought the cards from. Hoping I can get the replacement and not just a refund as I would still very much like to use an Intel card. Thank you for your assistance and hopefully I won't have to return here once I get a new card.

[RandyT_Intel]

Hi SpaceCow,

Thank you for your response. I'm sorry to hear that the solution didn't resolve your issue. It sounds like you've done everything you can to troubleshoot the problem.

Given that you've decided to make a replacement order with the retailer, I hope you receive a new Intel card soon and that it works perfectly with your setup. If you encounter any further issues or need assistance in the future, please don't hesitate to submit a ticket. We're here to help!

Best regards, 

Randy T. 

Intel Customer Support Technician