Hogwarts Legacy crashes when building shaders.

[misterrumbles]

Hello,
When launching Hogwarts Legacy, when the game starts to build shaders, often times the computer will crash with an Event 41, Kernel-Power critical error.

I'm running Windows 10 22H2 (10.0.19045)
power supply: Cooler Master Silent Pro 720W 
motherboard: ASRock Z390 Phantom Gaming SLI/ac
ram: 24 gb
storage: 2 SSDs
GPU: Intel ARC 770

The game will usually not crash if I lower the GPU wattage 30-50 watts, which leads me to believe it may be the power supply? I'm wondering what I should be looking at first to replace. Thanks.

[Jean_Intel]

Hello misterrumbles,

Thank you for posting on the Intel️® communities. We are sorry to hear that you are experiencing issues when playing Hogwarts Legacy.

• Does your computer crash and shut down?
• Is there any error message when the game crashes? If so, provide use with an screenshot of the error message.
• How are you lowering the GPU wattage?

To further investigate this matter, we would like to have more system information. Please provide us with the reports gathered by the following tools:

• Provide us a video showing the issue behavior and a screenshot of the in-game video settings.
• Create a report using the following:
  • Intel System Support Utility (Intel SSU) 
  • Download the Intel SSU
  • Open the application and click on "Scan" to see the system and device information. By default, Intel SSU will take you to the "Summary View."
  • Click on the menu where it says: "Summary" to change it to "Detailed View."
  • To save your scan: click on "Next"; then "Save."

• Intel® Graphics Command Center:
• Open the Intel Graphics Command Center
• Navigate to the Support tab
• Select System Diagnostic
• Click Generate Report
• Select Save and name the output file.

Best regards,

Jean O. 

Intel Customer Support Technician

[misterrumbles]

• Does your computer crash and shut down?
  
  The computer restarts when the game is launched and starts to build shaders.
  
  
• Is there any error message when the game crashes? If so, provide use with an screenshot of the error message.
  
  An event 41 error is logged in event viewer. Screenshot attached.
  
  
• How are you lowering the GPU wattage?
   With the intel Arc performance tuner.
  
  
  I attached the requested logs.

[Jean_Intel]

Hello misterrumbles,

We appreciate the information you provided.

You mentioned that you use the Intel Arc performance tuner. Do you refer to the Intel Arc Control software?

Try running disabling your other graphics adapters (IntelUHD Graphics 630 and NVIDIA GeForce GTX 1070 Ti) and run the game with your Intel Arc A770 graphics.

Also, perform a clean installation of the latest production driver, 31.0.101.4091.  Sometimes corrupted files from previous installations of drivers can linger on a system which can cause driver updates to not work as expected. It is important to mention that BETA releases are for targeted testing.

Best regards,

Jean O.

Intel Customer Support Technician

[misterrumbles]

Hi Jean,

I rolled back the drivers to 4091, crashes persisted. I replaced the power supply unit and don't have the issue anymore.

[Jean_Intel]

Hello misterrumbles,

We are glad to hear that the issue seems to be solved after replacing your power supply. However, we will keep this thread open in case the issue is still present.

Let us know if you face any inconvenience.

Best regards,

Jean O.

Intel Customer Support Technician

[Jean_Intel]

Hello misterrumbles,

We hope you are doing fine.

We have not heard back from you. So we will close this thread. If you need any additional information, submit a new question, as this thread will no longer be monitored.

Best regards.

Jean O. 

Intel Customer Support Technician.