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I upgraded the CPU from 8700K to 13500 still did not improve the crash problem

lunakid
Beginner
9,147 Views

I saw another user say that he used specific software to run the game after the crash, but I mostly use it for games, I found that it seems that as long as the game effect settings are adjusted to advanced, even if the graphics card can run the game smoothly, there is a chance of a crash after just a few hours, but playing some games that do not increase the pressure on the graphics card does not occur, at least so far.
This makes me guess that the pressure of the graphics card may be one of the reasons for the crash?

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1 Solution
DeividA_Intel
Employee
8,458 Views

Hello lunakid, 



Thanks for your patience. In order to continue with the investigation I would like to confirm the following:


1. Did you tried reinstalling the operating system?

2. Did you test a different power supply?



Regards,  

Deivid A.  

Intel Customer Support Technician  


View solution in original post

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30 Replies
Alberto_R_Intel
Employee
6,561 Views

lunakid, Thank you for posting in the Intel® Communities Support.


We are sorry to hear about this issue and we will be more than glad to assist you with this matter. 


In reference to your question, yes, the pressure of the graphics card may be one of the reasons for the crash, but for us to be able to provide the most accurate assistance on this topic, we just wanted to confirm:

What is the model of the Intel® Arc Card?

What is the model of the motherboard?

Is this a new computer?

Did you build it?

Was this specific machine, while working with the same components that you are using currently, working fine before without showing the crash on gaming?

If yes, when did the issue start?

Did you make any recent hardware/software changes that might cause this problem?

Which Windows* version are you using?

Does the problem happen at home or in the work environment?

Please attach the SSU report so we can verify further details about the components in your platform, check all the options in the report including the one that says "3rd party software logs":

https://downloadcenter.intel.com/download/25293/Intel-System-Support-Utility-for-Windows-?product=91600


Any questions, please let me know.


Regards,

Albert R.


Intel Customer Support Technician


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lunakid
Beginner
6,546 Views

What is the model of the Intel® Arc Card?

  A770

What is the model of the motherboard?

  ASUS B760-G GAMING WIFI DDR4

Is this a new computer?

  YES

Did you build it?

  YES

Was this specific machine, while working with the same components that you are using currently, working fine before without showing the crash on gaming?

If yes, when did the issue start?

  Since the graphics card for A770 after the beginning of the crash problem (originally with 1070)

Did you make any recent hardware/software changes that might cause this problem?

  Hardware upgrade less than a month, even the power supply is new (750W)

Which Windows* version are you using?

  Windows 11 Pro 22h2

Does the problem happen at home or in the work environment?

  home

 

Then just now it crashed again, I am playing HITMAN 3, I just move in the map, the graphics card usage is even only 37%, I do not know what the cause of the crash

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lunakid
Beginner
6,524 Views

The black screen crash happened again, this time I just use Microsoft Edge to play Youtube videos, every time I start to play the game I used to watch Youtube videos first, maybe I should try to see if I can reproduce the crash situation.

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Alberto_R_Intel
Employee
6,492 Views

lunakid, Thank you very much for providing that information and the SSU report.

 

According to the SSU report, the graphics driver currently installed on your computer is 31.0.101.4255

 

For testing purposes, please try a clean installation of graphics driver version 30.0.101.4257, following the instructions in the links below:

https://www.intel.com/content/www/us/en/download/729157/intel-arc-iris-xe-graphics-beta-windows.html?wapkw=a770

https://www.intel.com/content/www/us/en/support/articles/000057389/graphics.html

 

We also recommend to get in contact directly with ASUS support to make sure the latest BIOS version is currently installed in your machine or to gather the instructions on how to update it:
https://www.asus.com/support/

 

Once you get the chance, please let us know the results.

 

Regards,

Albert R.

 

Intel Customer Support Technician

 

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lunakid
Beginner
6,479 Views

I recently tested not to use Microsoft Edge and switch to Chrome, I suspect that Edge may have a conflict with the graphics card to cause a crash, because I happened to find that once after closing Edge, Intel Arc control was also closed, I disable the background execution of Edge and switch to Chrome, then there is no sudden black screen again. The situation is that perhaps the hardware acceleration function of Edge is incompatible with the A770? I only know that this function will call the GPU, but I did improve the crash problem after not using Edge.

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Alberto_R_Intel
Employee
6,463 Views

lunakid, Thank you very much for sharing those results.


It is great to know that there is no more sudden black screen when using Chrome web browser.


I will do further research on this matter to confirm if, in fact, there is a conflict while using Edge web browser along with Intel® Arc. As soon as I get any updates, I will post all the details on this thread.


Regards,

Albert R.


Intel Customer Support Technician


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Alberto_R_Intel
Employee
6,432 Views

Hello lunakid, I just received an update on this matter.


While we are still working on this matter, we just wanted to confirm:

Did you try enabling the resizable bar?

Where did you buy the games affected? Steam, EPIC, MS store etc?

What is the version of the game? and what are the games affected? Game settings?

Do you have the option to provide a video showing up the issue?

What is the version of the browser affected?

Could you please provide a detailed description of the steps you followed that prompted the issue? This is because we will try to replicate the problem in our Intel® lab, so we just wanted to make sure we are following the correct process.


Regards,

Albert R.


Intel Customer Support Technician


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lunakid
Beginner
6,422 Views

Resizable bar is enabled, I am using Xbox game pass to play the game, but every time there is a black screen crash is sudden so I do not have a video to provide, and this situation will not happen immediately, it may take a few hours to happen once, I would suspect that Microsoft Edge may trigger a crash, is because I happened to find in taskmanager like the situation in the picture.

1.png

This is not the current screenshot, I do not know how to trigger this situation so with a synthetic representation, you will find taskmanager Arc control as a subroutine of Edge (I'm not sure how to call it), if this time to close the Edge Arc control will also be closed together, which is why I suspect that there is some kind of conflict Microsoft Edge.

 

The version of Edge should be 111 at that time, because it was automatically updated to version 112 when it was opened today.

And the affected games are not specific, specifically the higher the picture effect of the game is more likely to black screen crashes such as AAA games, so I guess Edge in the background when running with the game will occupy GPU resources to cause crashes, but unfortunately I can not immediately reproduce this situation, so it is only my guess, but I switched to Chrome for about half a month did not occur suddenly crashed problem again.

I will also use Edge as my default browser again to see if I can reproduce the crash again, but my version has been updated automatically so maybe the problem has been fixed.

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Alberto_R_Intel
Employee
6,394 Views

lunakid, Thank you very much for letting us know those details and sharing the picture.


We will continue with our research on this matter and provide a response as soon as possible.


Regards,

Albert R.


Intel Customer Support Technician


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Alberto_R_Intel
Employee
6,343 Views

Hello lunakid, I just received an update on this matter.

 

While we are still working on this topic, we noticed you mentioned that you will also use Edge as the default browser again to see if you can reproduce the crash again, we just wanted to let you know that the version has been updated automatically so maybe the problem has been fixed.

 

Could you confirm if the problem is still happening after the update?

 

Regards,

Albert R.

 

Intel Customer Support Technician

 

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lunakid
Beginner
6,328 Views

Unfortunately, the 112 version of Edge may still have conflict problems, I also encountered the crash problem again, so I switched to Chrome again to experiment, this time I want to test for a longer time to make sure that Edge really causes instability, because I have seen other users say that he also causes crash after running Adobe's software, so I guess that the software that will use GPU resources when running may have a chance to cause the crash problem.

 

I tested it by turning on the computer and using Edge to play 4K videos on Youtube, then start playing the game with a resolution of 3440X1440 and set the screen effect to the highest possible setting to ensure that the game can run smoothly (FPS 60), which can easily trigger a crash, but after the crash, restarting the computer again with the same steps will not immediately trigger a crash, so I can't be 100% sure that Edge will trigger a crash, which is a more troublesome point.

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Alberto_R_Intel
Employee
6,302 Views

lunakid, Thank you very much for your response.


We will continue working on this matter. As soon as I get any updates, I will post all the details on this thread.


Regards,

Albert R.


Intel Customer Support Technician


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lunakid
Beginner
6,275 Views

Unfortunately, Chrome also crashed, probably because it doesn't run in the background, so I changed my test method, looking for a live video on Youtube to make sure it would keep playing and then started playing the game, and it really crashed after an hour or so, but Chrome and Edge use the same core, so I'm not surprised that it would also crash. What part of it triggered the crash? I'm guessing it's the hardware acceleration feature.

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lunakid
Beginner
6,244 Views

These two days I also used Firefox to test the same will cause crashes (within 30 to 60 minutes).
I also found several problems.
1. I close the hardware acceleration function will also trigger a crash (originally suspected that this function caused)
2. after the crash reboot in the desktop idle less than 5 minutes and the second crash (only once)
3. the same steps repeated once is difficult to trigger a continuous crash, which makes me suspect that the assumption that the browser triggered the crash may be wrong? (still have success, but the second time may take longer)

The next test should be to play the game directly on boot without running other programs.

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Alberto_R_Intel
Employee
6,222 Views

lunakid, Thank you very much for letting us know those results.


We are sorry to hear the issue is now also happening in Chrome and Firefox browsers too.


Perfect, no problem, go ahead that take your time to test the game directly on boot without running other programs, and once you get the chance, please let us know the results.


I just received an update on this matter. While we are still working on this case, we can see from SSU that you are still on BIOS 0402 (11/04/2022).

Could you please try a BIOS update to version 0810 (03/16/2023):

https://www.asus.com/support/


If the issue persists after the BIOS update, then try a clean installation of the Operating System, and possibly test with a different power supply, at least 650 Watts.


If the problem still remains, then please check if any memory dump is generated in Windows* and share that information in your next post so we can verify it and continue with our research on this scenario.


Regards,

Albert R.


Intel Customer Support Technician



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lunakid
Beginner
6,206 Views

I'm still experiencing crashing problems, and now I can't figure out what's wrong? Fortunately, after the crash and then boot up the computer will not immediately encounter the crash situation.

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lunakid
Beginner
6,145 Views

https://youtu.be/y15maZaoG-w

The black screen crash situation is like the video link, this is a boot directly play the game and then 2 minutes after the crash, reboot and continue to play the game but not so fast to crash, may be stable to play the game for several hours.

A Plague Tale_ Requiem - Windows 2023_4_24 上午 10_40_18.jpgA Plague Tale_ Requiem - Windows 2023_4_24 上午 10_40_48.jpgA Plague Tale_ Requiem - Windows 2023_4_24 上午 10_41_06.jpg

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DeividA_Intel
Employee
6,107 Views

Hello lunakid, 



Thanks for the video and the pictures. I would like to replicate this issue and to proceed, please confirm the following:


1. Just to confirm, are you playing "plague tale: requiem"? Did you download it from Steam?

2. Do you have any steps for us to follow in order to get the same issue? Just if available.



Regards,  

Deivid A. 

Intel Customer Support Technician 


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lunakid
Beginner
6,097 Views

1. Just to confirm, are you playing "plague tale: requiem"? Did you download it from Steam?

  From Xbox PC Game Pass

2. Do you have any steps for us to follow in order to get the same issue? Just if available.

 No,I originally thought that the browser's hardware acceleration function interfered with the operation of the graphics card driver, but it seems that this is not the case, the video I took this time is a direct execution of the game as soon as the machine is turned on, the result is only 2 minutes to encounter crashes, sometimes it may take several hours to occur, and then the higher the quality of the graphics game seems to be more prone to crashes, I also have crashes when playing Dead cells but play several days to encounter once, I do not have any games on Steam, and recently only played Resident Evil 4 remake trial version also had crashes, I simply can not figure out what the reason for the crashes occurred?

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DeividA_Intel
Employee
6,040 Views

Hello lunakid, 


  

Thank you for the information provided 


  

I will proceed to check the issue internally and post back soon with more details. 


 

Best regards, 

Deivid A.  

Intel Customer Support Technician 


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