Hogwarts Legacy crashes before loading

[km9481a]

Hi - I just received Hogwarts Legacy and I have spent the last 24 hours trying to understand why my game won't load past the initial set up. From what I understand, this issue is directly tied to the 13th gen Intel Chips with the only way to resolve being updating the BIOS. 

Can someone confirm that is correct? I find it hard to believe that that is the only option available since what I've heard today indicates that updating BIOS can be incredibly risky. I don't want to risk my very nice new computer to play a game but find it hard to believe I can't play any game on my new computer. 

I'd love any insight on if updating BIOS is the only solution to this issue any how to proceed. 

[DhannielM_Intel]

Hello km9481a,

Thank you for posting in the community. To further investigate this issue, I need to gather more information. Could you please answer the following questions:

1. Before receiving Hogwarts Legacy, did your other games also crash?
2. Besides the game, are there any other applications that crash when you launch them? If yes, can you list them?
3. Can you tell me which Arc GPU you are using?
4. What troubleshooting steps have you already taken?
5. Does Hogwarts Legacy crash during launch or while playing the game?
6. What is your current graphics driver version?

Additionally, to better understand your entire system, please use the System Support Utility (SSU) to generate a text file that compiles all your system information. You can follow this [link for instructions](insert link here) and send the text file here. Help Guide for the Intel® System Support Utility

Best regards,

Dhanniel M.

Intel Customer Support Technician

[km9481a]

Hi,
See the below to the answer to your questions.

Before receiving Hogwarts Legacy, did your other games also crash? - None of my other games have crashed. I have played several recently released games and none of them have crashed the way this 2 year old game has with this chip.

Besides the game, are there any other applications that crash when you launch them? If yes, can you list them? - No other applications to my knowledge. I have had this computer since September and would have noticed.

Can you tell me which Arc GPU you are using? - 13th Gen processor, 31.0.101.5333

What troubleshooting steps have you already taken? - I've tried messing with settings both in Game and on my laptop. I've since posting this question I have updated the bios and are on fd07.

Does Hogwarts Legacy crash during launch or while playing the game? - It crashed during set up. The game starts but I've never made it past the initial set up.

What is your current graphics driver version? - 32.0.15.7216

[km9481a]

I will work to try and get the SSU tomorrow.

[DhannielM_Intel]

Hello km9481a,

I hope you're doing well. I'm following up to see if you've had a chance to review the questions I posted. Please let me know at your earliest convenience so we can determine the next steps to resolve this matter.

Best regards,

Dhanniel M.

Intel Customer Support Technician

[DhannielM_Intel]

Hello km9481a,

I'll be waiting for your SSU report. In the meantime, could you please provide the full make and model of your laptop? Also, just to confirm your playing the Hogwarts Legacy on this laptop?

Best regards,

Dhanniel M.

Intel Customer Support Technician

[DhannielM_Intel]

Hello km9481a,

Could you please send over the SSU logs when you have a moment? I need them to review and verify your system information. Thanks for your help!

Best regards,

Dhanniel M.

Intel Customer Support Technician

[km9481a]

Sorry for the delay - life got in my way this week.  I've attached the SSU and the make/model are below. Thank you for your help. 

Make: Gigabyte 

Model: G6 KF

[DhannielM_Intel]

Hello km9481a,

Thanks for this I was able to clarify some things. Here are some clarifications and recommendations regarding your system. The instability issue you mentioned affects only the desktop processors of the 13th generation. The mobile processors of the same generation are not impacted by this issue. Additionally, your system is equipped with two GPUs: an NVIDIA 4060 and Intel UHD.

Please follow this recommendation below:

1). Driver Rollback: Since you are using a laptop, it is advisable to use the driver version provided by your laptop manufacturer rather than the latest one from the Intel website. To roll back the driver, follow these steps:

• Download the driver from your laptop manufacturer. You can find the Intel graphics driver here.
• Disconnect from the internet to prevent Windows from automatically updating the driver.
• Open Device Manager and expand the Display adapters section.
• Right-click on Intel Graphics and select Uninstall. In the dialog box, check "Delete the driver software for this device" and click OK.
• Restart your computer.
• After rebooting, open Device Manager again. If no older drivers are stored, the graphics controller should be listed as Microsoft Basic Display Adapter or similar. If not, repeat the uninstallation steps.
• Install the downloaded graphics driver while still disconnected from the internet.

2). Disabling iGPU: If the issue persists, try disabling the integrated GPU (Intel UHD) in the BIOS and check if the problem continues.

3). Generating a Dump File: If the game continues to crash after following these steps, please generate a dump file. Instructions can be found here.

I hope these steps help resolve your issues.

Best regards,

Dhanniel M.

Intel Customer Support Technician

[JeanetteC_Intel]

Hello km9481a,

Were you able to check our previous post? Please let me know if you have any questions about the recommendations we shared.

Best regards,

JeanetteC.

Intel Customer Support Technician

[DhannielM_Intel]

Hello km9481a,

Since I haven't received a response from you, I will proceed to close this inquiry. If you require further assistance, please feel free to submit a new question, as this thread will no longer be monitored. Thank you for your understanding.

Best regards,

Dhanniel M.

Intel Customer Support Technician