Granblue Fantasy Versus game freezes.

[DanSun]

While playing the game Granblue Fantasy Versus, the game randomly freezes for no reason. The driver is version 4644, and the previous version has the same symptoms. It is a game that is also used in game competitions, so I would like you to solve this part.

[Andres_Intel]

Hello DanSun,

Thank you for posting on the Intel communities. I see that you are having freezing issues while playing Granblue Fantasy Versus, I understand how frustrating this can be, I will be happy to help you.

To have a better understanding of the situation, please answer the following questions:

• Take screenshots of the game settings. In case we need to reproduce.
• Did it work before properly? If so, what changes did you make besides the driver update?
• To know your system and hardware settings download, run, save and attach the report for the following tool Intel® System Support Utility for Windows (SSU), you can find the steps on the link How to get the Intel® System Support Utility Logs on Windows.  

Regards,  

Andres P. 

Intel Customer Support Technician

[DanSun]

The game graphics settings were as per the screenshots on the screen. All drivers have the same symptom of crashing the game. The information in SSU is personal information, so if you send it by e-mail, we will send it there.

[Andres_Intel]

Hello DanSun,

Thank you for your response and all the information provided has been really helpful.

As per your request, I will send you an email requesting the Intel® SSU to be able to continue with the next steps, once I receive it I will answer through this thread.

Regards,

Andres P.

Intel Customer Support Technician

[Andres_Intel]

Hello DanSun,

Thank you for your response, for providing the Intel® SSU trough email, it has been really helpful.

Please follow the steps below and let me know the results:

• I see you have the latest graphics driver installed, but let's try to perform a clean installation to version 31.0.101.4644 with Display Driver Uninstaller (DDU) to check if the behavior changes. For guidance, How to Use the Display Driver Uninstaller (DDU) to Uninstall an Intel® Graphics Driver.

Regards,  

Andres P. 

Intel Customer Support Technician

[DanSun]

Already before 4644 driver update I also tried deleting the driver via DDU. But the problem still occurs.

[Andres_Intel]

Hello DanSun,

Thank you for your response, and for completing all the steps.

I will start with an investigation to provide you with the next steps and as soon I have further information I will let you know  

Regards,  

Andres P. 

Intel Customer Support Technician

[Andres_Intel]

Hello DanSun,

Thank you for your time. 

We still working on the investigation, now I want to let you know that we will start with the issue reproduction, as soon I have the results I will let you know.

Thank you for your patience.

Regards,  

Andres P. 

Intel Customer Support Technician

[Andres_Intel]

Hello DanSun,

Thank you for your patience.

I still working on the reproduction of your issue, we will have the results soon, as soon I have them I will let you know. 

Regards,  

Andres P. 

Intel Customer Support Technician

[Andres_Intel]

Hello DanSun,

Thank you for your wait time and patience. 

I am sorry for the long time this is taking but we are trying to complete the reproduction properly, we will have the results soon, and I will let you know about it.

Regards,  

Andres P. 

Intel Customer Support Technician

[Andres_Intel]

Hello DanSun,

Thank you for all your time during this reproduction process.

We have been working on the investigation, the reproduction was completed and the issue was not replicated. The game was fully functional with our Intel® Arc™ A770 Graphics, we didn't experience any freezing issues.

Some days ago, we released a new graphics driver, and I would like to know if the behavior changes if you perform a clean installation to version 31.0.101.4826 with Display Driver Uninstaller (DDU). If you need guidance, on How to Use the Display Driver Uninstaller (DDU) to Uninstall an Intel® Graphics Driver.

Please keep me informed of the results.

Regards,  

Andres P. 

Intel Customer Support Technician

[DanSun]

This is an error screen for the game, and the included file is an error log file for Unreal Engine. 

This error does not appear if you forcefully change to the DXVK API, so this is most likely a problem with ARC.

[Andres_Intel]

Hello DanSun,

Thank you for your answer.

I want to clarify your previous reply, the error message that you attached and the logs were generated after updating the graphics driver to version 31.0.101.4826, is that correct?

Regards,  

Andres P. 

Intel Customer Support Technician 

[DanSun]

Yes, that's right. I always play games with the latest version of the driver, and I always check for games that have existing problems with this. If the problem had been resolved, I would have reported it here right away. The game was focused on multiplayer and trainer (practice mode), and that was the only thing that happened here.

[Andres_Intel]

Hello DanSun,

Thank you for your reply, and for completing all the steps.

I will continue with the investigation to provide you with the next steps as soon as possible.

Regards,  

Andres P. 

Intel Customer Support Technician 

[Andres_Intel]

Hello DanSun,

Thank you for all your time.

We are working really hard on your issue, and for that reason, please answer the following questions:

• Are you playing the game vanilla (Meaning no mods)?
• Is there anything special to reproduce the issue? As you already know we have already tried to reproduce it, but it worked perfectly, so I want to make sure it was completed properly.
• Reinstall the game to make sure there aren't any corrupted files that might be affected.

If there is someone else from the community who has the same issue, please let us know.

Regards,  

Andres P. 

Intel Customer Support Technician 

[DanSun]

1.

I didn't use any mods or anything. I am playing the game exactly as I received it from Steam.

2. It focuses on two game functions. One is training and the other is multiplayer with friends. This is the part where the game often freezes. There are times when the game does not stop at all, but most games stop within 1 to 2 hours.

3. Since I wipe the system every now and then with a Windows image backup, I always download a new game.

The way I currently solved it is to use DXVK and force Direct 12 mode.

[Andres_Intel]

Hello DanSun,

Thank you for your reply, that helps a lot.

Just to clarify, I see you mentioned the way you currently solved it is to use DXVK and force Direct 12 mode. By following these steps, do you consider this issue as solved? If not, there are other steps I can recommend.

Please keep me informed.

Regards,  

Andres P. 

Intel Customer Support Technician

[DanSun]

DXVK and Direct12 are not official methods used in this game. In the case of DXVK, there is a problem with shadow expression, and Direct12 is an unofficial method that is not provided by the production company. This is not a method that can be recommended to general users.

What I am letting you know about this problem now is that this game is based on Unreal 4.21 and is a Direct 11 game, but Intel Arc tends to have many problems with Direct 11. The reason we are solving this problem is because we want to reduce even one problem in this famous game engine. What we can see through this game is that Intel Arc still has some instability in the Direct 11 part, so I hope this is resolved.

[Andres_Intel]

Hello DanSun,

Thank you for all the information provided.

I will continue with te investigation to provide you with the next steps as soon as possible.

Regards,  

Andres P. 

Intel Customer Support Technician

[DanSun]

I'm currently testing by deleting and reinstalling the driver using DDU. The game runs normally, but I'll test it some more and if there's no problem, I'll leave a post here again.