Intel B580 Graphics Card Game Freezing Problem

[Anonymous]

Hello, I bought a b580 graphics card 10 days

Before installing the card, I cleaned the old graphics driver files with DDU

The game I play has been freezing since I started using the card.

I was previously playing the game with the processor's internal graphics card without any problems.

intel b580 graphics card software is up to date

I am using windows 11 pro version also windows is in its latest state

game download link

https://store.steampowered.com/app/670290/Bilardo_3D__Pool/

Attached is the video of the game freezing moment

You can also find the Intel SSU report attached

Thank you in advance for your help

[JeanetteC_Intel]

Hello mseksen3,

Thank you for posting in Intel Communities.

I will check on this further and will post an update once available.

Best regards,

JeanetteC.

Intel Customer Support

[Anonymous]

Thank you, if the problem is not solved I will consider returning the graphics card

[JeanetteC_Intel]

Hello mseksen3,

I understand that you need this issue to be fixed. However, I am still doing further investigation and need help to confirm and share the suggested steps below:

1. Ensure that ReBAR (Resizable BAR) is enabled in the BIOS.
2. Update the BIOS to the latest version, 3207, as the current version is 3072 according to the SSU logs.
3. If the issue persists, share your game settings to attempt replication and share the CapFrameX results so we can check for any recorded stuttering. Link: https://community.intel.com/t5/Intel-ARC-Graphics/Need-help-Reporting-a-bug-or-issue-with-Arc-GPU-PLEASE-READ-THIS/m-p/1494429#M5057

I hope to still get this information from you.

Best regards,

JeanetteC.

Intel Customer Support Technician

[Anonymous]

Hello

1 - Resizable Bar Bios da has been active since the beginning

2 - Bios version updated to latest version (3208)

3 - I am attaching the CapFrameX results in 3 separate files

[JeanetteC_Intel]

Hello mseksen3,

Thank you for sharing the information/file I requested. I'll proceed on checking this internally and will post an update once available.

Best regards,

JeanetteC.

Intel Customer Support Techncian

[JeanetteC_Intel]

Hello mseksen3,

Good day!

I would like to thank you for sharing the CapframeX data, as it helps us investigate the issue further.

I reviewed the CapframeX results and noticed stuttering in the game. Please help provide screenshots of your in-game settings so I can accurately replicate the issue you are experiencing.

I will wait for your reply.

Best regards,

JeanetteC.

Intel Customer Support

[Anonymous]

I added the in game settings screenshot  there is no other settings section

[JeanetteC_Intel]

Hello mseksen3,

Good day!

I would like to thank you for sharing the CapframeX data, as it helps us investigate the issue further.

I reviewed the CapframeX results and noticed stuttering in the game. Please help provide screenshots of your in-game settings so I can accurately replicate the issue you are experiencing.

I will wait for your reply.

Best regards,

JeanetteC.

Intel Customer Support

[Anonymous]

Hello, I shared a screenshot of the in game settings in my previous message.

[JeanetteC_Intel]

Hello mseksen3,

Thank you for sharing/re-sharing the screenshot. I'm still checking on this issue and will post another update once available.

Best regards,

JeanetteC.

Intel Customer Support

[JeanetteC_Intel]

Hello mseksen3,

Good day.

I tried to replicate the issue you encountered. I've tried to check the freezing and stuttering you mentioned by using the graphics driver 32.0.101.6632.

Kindly check if the issue would persist after using DDU and installing 32.0.101.6632.

I will wait for your reply.

Best regards,

JeanetteC.

Intel Customer Support

[Anonymous]

Hello
I installed version 32.0.101.6632 using DDU, my problem is solved, there is no lag in the game.

Thank you very much for your help.

[Anonymous]

Hello
The game is freezing again

[JeanetteC_Intel]

Hello mseksen3

Intel has released a new driver, version 32.0.101.6647 (WHQL Certified). Please proceed clean installation using DDU and let me know how it goes.

Best regards,

JeanetteC.

Intel Customer Support Technician

[Anonymous]

Hello

When the problem was not solved with the old version, I installed version 32.0.101.6647 using DDU yesterday and the problem still persists.

[JeanetteC_Intel]

Hello mseksen3,

I'll take note of this for now and will proceed with further investigation. I'll post another update when available.

Best regards,

JeanetteC.

Intel Customer Support Technician

[Anonymous]

Hello

I returned the card before my return period expired thank you for your help so far.

[JeanetteC_Intel]

Hello mseksen3,

I acknowledge your decision to return the unit before the return period ends, as you initially indicated. Your thoroughness in providing the necessary information for further investigation is greatly appreciated. We value the troubleshooting steps you've already undertaken to isolate the issue and thank you for your efforts in helping us resolve the matter.

I respect your decision, which is understandable given the current circumstances. If you need further assistance with your Intel product in the future, please submit a new inquiry, as this thread will no longer be monitored.

Sincerely,

JeanetteC.

Intel Customer Support Technician