Heroes of Hammerwatch 2 Reboots the PC

[Feyd1364]

Bug Report:

Heroes of Hammerwatch 2 Reboots the PC

System Specs:

CPU: Intel Core Ultra 9 285K

VGA: iGPU of 285K

Driver version: 32.0.101.6460 (the latest non WHQL currently)
MB: MSI MAG Z890 TOMAHAWK WIFI | BIOS 1.A70 (the latest currently)
Cooler: Noctua NH-D15 G2
RAM: G.Skill Trident Z5 RGB 96GB (2x48GB) DDR5 6400MHz | CL32-39-39-102-141-701-2T | Gear 2
PSU:  be quiet! Dark Power 13 750W
OS: Windows 11 Pro x64 24H2 (build 26100.2894)

Issue:

Starting the Heroes of Hammerwatch 2 from Steam reboots the PC. After few second screen goes black and monitor looses signal and PC shuts itself down and starts itself again. After that there is a WHEA error in the Windows system event log as cause of restart.  Event log points to "IntelGraphicsSoftware.Service.exe". I tried at least 3 older versions of Arc driver to the same result. Game patches so far have no effect on the issue.

Steps to Reproduce:

Start Heroes of Hammerwatch 2 from Steam. That's all what is needed to replicate the issue.

[ACarmona_Intel]

Hello Feyd1364,

Thank you for posting in our communities.

Please provide the following information below in order for me to provide you the appropriate recommendation:

1. May I know if the issue happened the first time that you played the game? If not, have you made any prior changes on your system before the issue occurred?
2. And also, is it possible that you can take a photo of the WHEA error that is being shown in your system after it restarts again?
3. When you tried the other drivers, did you use the DDU? then install them?
4. And lastly, please generate an SSU report to help me further analyze your system specifications and configurations. To generate the SSU report, please refer to the article: How to Get the Intel® System Support Utility Logs on Windows. Please send me the generated SSU.txt file.

Best regards,

Carmona A.

Intel Customer Support Technician

[Feyd1364]

Hello Carmona.

Thank you for your reply.

The answers for your questions:

1. From the first time I tried to start it.

2. I'm sorry but I did not take a note or a screenshot of the WHEA error since the info in it wasn't of any use to me. Only of note to me was that it pointed to "IntelGraphicsSoftware.Service.exe" as the cause of an error. I have cleared the event logs before today so that error event no longer exists. I have tried it today again but I had no luck with the error as this time only the unexpected shutdown after that got logged. Between the last time I have got WHEA error and now the game have got a few new updates and behavior of the game is somewhat different as of now I can even see the mouse cursor (I couldn't before) and it takes a few minutes of black screen (before it was about 10 seconds) with the cursor visible to trigger the loss of a signal to the monitor and hard shutdown of the PC. The game still won't start.

3. Since I have 285K I only tried to install the Intel Graphics driver over the very first one I installed when setting up the PC without DDU and I got some weird artifacts with blue and red squares rendered over the image. After that I reinstalled the same driver with DDU and the artifacts were gone. Since then, I've been using DDU with every driver update released.

4. I am attaching the requested SSU report to this post. I have cleared the event logs multiple times and they are empty right now which explains the error about logs which SSU reports.

I have tried a few other games on this new PC (for example PoE2 and AoW4...) and no other game exhibits this behavior. The reason I am convinced this issue is with the ARC iGPU is that I was able to find a few other players which reported the exact same problem (which is quite unique and I have never encountered the same behavior before) with the game and they had an Intel ARC iGPU or card. I have tried to contact the game developer a week before on the official email but I have got no response from them so far. Thank you.

Best regards,

Feyd

[ACarmona_Intel]

Hello Feyd1364,

Thank you so much for the quick response.

We have here a new release driver: 32.0.101.6557/32.0.101.6262; please try it and check if the issue will still persist.

If it is, please let me know so I can further investigate our issue.

Best regards,

Carmona A.

Intel Customer Support Technician

[12razdva]

Hello, I have exactly the same problem with your drivers as the topic starter.

The latest version of the drivers does not help. Please stop asking us general questions, let's move on to solving the problem.

Call the technical specialists here

[ACarmona_Intel]

Hello @12razdva,

Thank you for posting in our communities.

Please file a new case so that we can properly support you.

Intel Support: https://www.intel.com/content/www/us/en/support.html

Thank you for your understanding.


Best regards,
Carmona A.
Intel Customer Support Technician

[Feyd1364]

Hello Carmona.

Thank you for your reply.

I have already tried that driver version yesterday also with the new game patch but the behavior is still the same as was last time.

Could you please test if you have the same issue or not ? Thank you.

@12razdva:

Hello 12razdva.

Thank you very much for confirming my issue. Do you also have Arc graphics (integrated or dedicated) or some different generation ? Thank you.

Best regards,

Feyd

[12razdva]

Hi friend, I am using Intel Core Ultra 5 125H processor on my laptop

I suggest you to unite in solving our common problem. If we don't take action, no one will take on this problem.

[ACarmona_Intel]

Hello Feyd1364,

Thank you so much for the quick response and for your cooperation.

I will need to further investigate the issue in our case.

I will get back to you as soon as I have an update.

Best regards,

Carmona A.

Intel Customer Support Technician

[JeanetteC_Intel]

Hello Feyd1364,

Please be advised that we've tried to replicate game using 2 iGPU drivers below but could not recreate the issue you have pointed out:

1. 31.0.101.4575
2. 32.0.101.6557

With this in mind, I will further investigate on this and will need to ask for your help in re-creating the issue. Please share the following:

1. Generate a kernel or complete crash dump

I will wait for your reply.

Best regards,

JeanetteC.

Intel® Customer Support Technician

[Feyd1364]

Hello JeanetteC.

Thank you for your reply.

I just tried to start the game again and the same as the last time happened. The Intel Graphics driver version 32.0.101.6557 installed with using DDU to clean the old driver version and the new version installed with clean install option chosen. The whole PC just crashed before is Windows able to write any kind of dump or even display any BSOD just a black screen from the moment the game is started and a minute or so later then PC shuts down and start itself again after few seconds. In log only unexpected shutdown got logged nothing before. The last time anything got logged was with driver version 32.0.101.6458 where a WHEA error of "IntelGraphicsSoftware.Service.exe" got logged before the unexpected shutdown. Since then the game got several updates and I was unable to get any kind of event logged other then unexpected shutdown. I found two crash reports of "IntelGraphicsSoftware.Service.exe" but they are probably unrelated to this issue since the first one is before the event and the second one is a few minutes after. I ran "sfc /scannow" and "DISM /Online /Cleanup-Image /RestoreHealth" before and after every crash without any corrupted files found. I am sorry but I am running out of ideas what to try since whatever I tried so far only produced the same result no matter what I try. Windows 11 Pro x64 24H2 build 26100.3037 as of now.

Best regards,

Feyd

[JeanetteC_Intel]

Hi Feyd1364,

Thank you for generating the crash dump file. Your diligence in supplying detailed information and data is greatly valued. I will provide with further investigating this issue and ensure you are updated once available.

Best regards,

JeanetteC.

Intel® Customer Support Technician

[JeanetteC_Intel]

Hi Feyd1364,

Please be advised that we were able to replicate the issue and currently investigating the issue that you have raised. If you can and if you still have all other possible error logs that you have obtained during his troubleshooting, that you may; it would be highly appreciate.

I hope to hear from you soon.

Best regards,

JeanetteC.

Intel® Customer Support Technician

[JeanetteC_Intel]

Hi Feyd1364,

Please be advised that we were able to replicate the issue and currently investigating the issue that you have raised. If you can and if you still have all other possible error logs that you have obtained during his troubleshooting, that you may; it would be highly appreciate.

I hope to hear from you soon.

Best regards,

JeanetteC.

Intel® Customer Support Technician

[Feyd1364]

Hello JeanetteC.

Thank you for your reply.

I am sorry but what I have provided is all I have.

Best regards,

Feyd

[JeanetteC_Intel]

Hello Feyd1364,

Copy that. This is still currently being investigated and will share another post once an update is available.

best regards,

JeanetteC.

Intel Customer Support Technician

[Donquixote]

나는 구글 번역을 사용하여 이곳에 글을 올립니다. 조금 부정확하게 전달이 될수 있기에 한글로도 적습니다.

스팀게임에 있는 Heroes of Hammerwatch2를 시작하려 하면 위에 다른사람들과 같이 검은 화면이 출력된후 강제로 컴퓨터가 재부팅 됩니다.

제 PC는 KHADAS MIND2S이며 CPU는 Ultra7 255H입니다.

내장 그래픽으로 Arc를 사용중입니다. 

이 문제를 제일 처음 접한건 나의 노트북에서 발견하였으며 그당시에는 노트북 문제인줄 알고 넘어갔습니다.

하지만 KHADAS구매후 똑같은 현상을 접했습니다. 저는 여기서 확실하게 내장그래픽 문제인걸 파악하였습니다.

KHADAS회사의 GRAPICS모듈을 사용(4060ti)하면 재부팅 현상이 없이 잘 작동합니다.

하지만 모듈을 분리후 내장그래픽으로 플레이를 하려하면 재부팅 현상이 생깁니다.

확인 부탁드립니다.

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I am posting this here using Google Translate, so I am also writing it in Korean as the translation might be slightly inaccurate. When I try to start Heroes of Hammerwatch 2 on Steam, I get a black screen, just like others have reported, and then my computer is forced to restart. My PC is a KHADAS MIND2S, and the CPU is an Ultra7 255H.
I'm using integrated graphics with Arc. I first encountered this problem on my laptop, and at that time, I thought it was an issue with the laptop itself. However, after purchasing the KHADAS, I experienced the same phenomenon. I've come to definitively identify it as an issue with the integrated graphics. When using the KHADAS company's graphics module (4060ti), it operates well without any rebooting issues. But when I remove the module and try to play with the integrated graphics, I experience the rebooting problem. Please investigate this issue.