I have a system crash when I play Genshin Impact ( mihoyo.ver )

[KirinI]

I set all Windows Registry from Here , but there are not any coredump or what else.

My configuration can be found in the attachment.

Additional information: After testing, there will be no problem with the CPU and GPU running at full load at the same time, and the rated power of the power supply is also sufficient.

When I am trying to complete a daily quest from Fontaine , there is a high probability that my game will get stuck once I follow the wind field to take off. I have tried around eight times but still cannot complete this daily quest in full. Among them, more than 80% of the time, my game got stuck as soon as I took off. All other daily quests work fine, only this one is abnormal.

Other contents of the game are all normal, too.

You can get more quest infomation from the attachment, although in Chinese. Because only one daily task will appear in the same location.

[AlfredoS_Intel]

Hi Kirini,

Thank you for posting in Intel Communities.

We know how bothersome it is to not complete an important game activity. We will work with you to find a solution to your concern.

Please allow us to ask the following questions:

1. To confirm, would the game just freeze without any error message and either you need to restart the system to gain control of the CPU, or close the game?

2. Do you have this issue with the previous Arc graphics driver version or even on older driver versions?

3. Did you start having this problem after a game update? Kindly provide the version of the Genshin Impact that you are playing.

4. Kindly check your Windows event viewer for any errors pertaining to the game. If you found errors, please provide a screenshot of it. 

Best Regards,

Alfred S

Intel® Customer Support Technician

[KirinI]

1. YES，I need  to  restart my  computer with pull poweroff, otherwise there are not  any display output. Maybe  the reason is my cpu doesn't have graphics card.

Full  poweroff means, I need  to  poweroff the A770, plug out  the powerline or switch the  power button.

2. NO. But something needs tobe noticed: In older driver version , the  daily quest  may not be complete, others daily quest are normal, not  any problem.

3. The  up-to-date  version  so that I can login. Current is 4.6.

4. Nothing about this game, But  some errors code 0xC0000022, after I reinstall win11 and install my  graphic arc A770. And I test my memory with tm5 and Anta777 , not error. 

[AlfredoS_Intel]

Hi Kirini,

Thank you for finding the time to respond.

We may need to check if this issue is a result of the driver update, so we need your cooperation to provide the following:

1. If you say in older versions, the daily quest may not be complete, does it mean that you still experience this problem even on older versions of the driver on daily quests? We would appreciate it, if you can point out on which of the following older version are you having problems:

a. 31.0.101.5518

b. 31.0.101.5448

c. 31.0.101.5445

d. 31.0.101.5444

2. A new driver was released while we were waiting for your response. Driver version 31.0.101.5534. Have you already updated to this version? If yes, did you experience any improvements?

3. Kindly provide a screenshot of your in-game graphics settings. We would need to check if there is something we can disable there that could mitigate the issue.

4. Do you have Rebar enabled?

5. May we know the wattage, brand and model of your power supply?

Best Regards,

Alfred S

Intel® Customer Support Technician

[KirinI]

1. Yes, but the daily quest are not same in different day, so there are not problem in the older drivers.

And some daily quest are similar the problem one, so I think, problems arise only in this daily quest.

2. No, I will try it today. But as I said before, the daily quest changes every day, and I can't do the same daily quest.

3. Here is in the attachment.

4. Yes, I check it in Arc Control and BIOS.

5. I'm not sure, because I have to disassemble the computer case to see. But I test the power by FurMark and AIDA64 with CPU and GPU both full strategy running, not any error or blue screen or any thing wrong, I even test the memory by TM5@anta777. So the power is enough I think.

[KirinI]

I'm guessing if there might be a problem with the Arc 770 graphics memory ( the 16GB one ), or if there's any way to test it?

[AlfredoS_Intel]

Hi Kirini,

We appreciate the quick response.

You have provided a good insight. We will include that in our checks, but kindly update the graphics driver first and check if you will still face the same problems. We will wait for your update.

Best Regards,

Alfred S

Intel Customer Support Technician

[KirinI]

I upgrade my driver to 5534, and the answer is YES.

But this problem is in different where: the similarity is that both go from a small place to a big place. For example, flying from a low place to a high place, or climbing over a hill to see a further view

There are a few things worth noting:

In some case, the system restarted, but there was NO CHANGE in the monitor.

What I mean is, there was NO CHANGE in the output displayed on the monitor.

However, I could see the system status lights on the motherboard indicating the system is restarting, and after a few seconds I heard the login sound of windows, and I checked the Event Viewer, the log means the system startup successfully.

But the displayed image on the monitor still had NO CHANGE.

Then I poweroff like just i said, It's all thing right, before I play this game.

Is there a tool that can check which part of the problem it is?

[AlfredoS_Intel]

Hi Kirini,

Thank you providing those information.

Please allow us some time to check on this.  While we are checking, kindly test the following:

1.  For testing purposes, kindly disable Anti-Aliasing from your game graphics settings. Check if the issue will still happen.

2. On your ARC Control Performance Tuning option, for testing purposes also, lower the GPU Power Limit to 95W and see if the issue will still happen.

Let us know of the results of the above testing, while we are investigating your issue.

We will get back to you as soon as we have updates on how to resolve your concern

Best Regards,

Alfred S

Intel Customer Support Technician

[AlfredoS_Intel]

Hi Kirini,

I wanted to check if you had the chance to review the questions I posted. Please let me know at your earliest convenience so that we can determine the best course of action to resolve this matter.

Best Regards,

Alfred S

Intel Customer Support Technician

[KirinI]

1. I didn't disable Anti-Aliasing. But I tried the second step.

2. I tried different level about the GPU Power Limit.

Default is 195w, the same as usual.

185w, a little better except somewhere at first.

150w, better than 185w.

125w, the same as my ex-GPU, much  better than all mentioned above, but has the same problem sometimes.

97w, the problem has been happened in  Apex Legends, not in Genshin Impact until now. Some scenarios will be very slow but not crash in  Genshin Impact.

I guess my power will have some problem, even thought it passed all my test except play game.

I will try to buy a new power next step. is 650w enough?

[AlfredoS_Intel]

Hi Kirini,

Much obliged for providing us the results of our suggestions.

Upgrading your power supply is a good idea after the results that you have observed; however, it may not be effective if your current power supply is already above 600W.  The last time that we discussed about your power supply, you were in the process of identifying it. If your current power supply is already at 600W, then upgrading it to 650W may not be a viable solution.

Kindly confirm your current power supply, so we can check whether we will need to further check on this, or is this a power supply issue.

Best Regards,

Alfred S

Intel® Customer Support Technician

[AlfredoS_Intel]

Hi Kirini,

I wanted to check if you had the chance to review the questions I posted. Please let me know at your earliest convenience so that we can determine the best course of action to resolve this matter.

Best Regards,

Alfred S

Intel Customer Support Technician

[KirinI]

My current power supply is already at 600W, but more than 10 years.

So I bought a new Season Focus GX-650, The problem seems fixed recently?

But I have a new problem with Apex, I will create a new post about this when I'm done gathering the relevant information.

If you have time or relevant cases, I would like to consult:
When playing APEX with a GTX 1066 graphics card, the CPU utilization is very low ( less than 30% ), but after switching to A770, the CPU utilization exceeded 70%, and the game frame rate was even lower than with the GTX 1066. And A770 utilication just less than 30%.
Here is my configuration:

X570 + 3700X + DDR4 32G 3200mHz c18 * 2 ( total is 64G )

Win11 23H2 from MSDN, with CSM off, Resizebar on, fTPM off ( after the OS installed ), 

[AlfredoS_Intel · Accepted solution]

Hi Kirini,

Thank you for the update. We are glad that the game that you raised initially is no longer crashing on some quests. We appreciate your initiative to change the power supply.

If it continues to crash, please reach out to the game developer to ask if they have other suggestions that they can provide.

I hope I can help you regarding the problem that you are experiencing with Apex Legends. Since this thread is about the Genshin Impact game it would be best if you can create another thread for it, so other community users can also see it and may be comment to provide you suggestion. They may know fixes that they experienced to be effective first-hand. We hope for your understanding on this.

We will be closing this thread which means that we will no longer monitor this thread. We will be waiting for the new thread that you will make regarding the other issue that you are experiencing with a different game.

Best Regards,

Alfred S

Intel® Customer Support Technician