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

KirinI
Novice
506 Views

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.

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AlfredoS_Intel
Moderator
447 Views

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


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KirinI
Novice
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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. 

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AlfredoS_Intel
Moderator
377 Views

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


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KirinI
Novice
366 Views

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.

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KirinI
Novice
365 Views

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?

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AlfredoS_Intel
Moderator
333 Views

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


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KirinI
Novice
330 Views

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?

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AlfredoS_Intel
Moderator
293 Views

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


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AlfredoS_Intel
Moderator
231 Views

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


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KirinI
Novice
157 Views

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?

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AlfredoS_Intel
Moderator
97 Views

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


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AlfredoS_Intel
Moderator
13 Views

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


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