Lego Fortnite keeps crashing

[ArcAngel]

Hello, this is to continue the previous issue (link below).

https://community.intel.com/t5/Intel-ARC-Graphics/Lego-Fortnite-keeps-crashing/m-p/1598494/emcs_t/S2h8ZW1haWx8dG9waWNfc3Vic2NyaXB0aW9ufExXQUM4ODYyRTdaRUVRfDE1OTg0OTR8U1VCU0NSSVBUSU9OU3xoSw

I did try multiple drivers, but the issue persists.

[Mike_Intel]

Hello ArcAngel,

Thank you for posting in Intel community Forum.

For me to check this issue again, can you generate the another SSU logs using the latest drivers?

Please download the utility here:

https://www.intel.com/content/www/us/en/download/18377/intel-system-support-utility-for-windows.html

If you have questions, please let us know. Thank you.

Best regards,

Michael L.

Intel Customer Support Technician

[Mike_Intel]

Hello ArcAngel,

I hope this message finds you well. 

Were you able to check the previous post?

Please let us know if you still need assistance.

Best regards,

Michael L.

Intel Customer Support Technician

[ArcAngel]

Attached are my logs.  Thanks.

[Mike_Intel]

Hello ArcAngel,

Thank you for the quick reply.

Base on the SSU, you are already using the latest Graphics driver. However, this issue was already documented and we already provided a fix for it. Please refer to this link:

https://www.intel.com/content/www/us/en/support/articles/000094163/graphics.html

Since you are having the same issue, please try to reinstall the latest Graphics driver using the clean driver installation method. Please follow the steps here:

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

If you have questions, please let us know. Thank you.

Best regards,

Michael L.

Intel Customer Support Technician

[ArcAngel]

Hi Michael, thank you for your reply.

I have already tried using the DDU, and I have already reformatted my computer to make sure I start from scratch.

The "fix" that you referred to, is a different issue versus what I'm experiencing.  Your fix says that DirectX 11 works, where in my case it does not (it's actually worse).

Please let me know how I can get you more details, so someone starts to look into this issue.

[Mike_Intel]

Hello ArcAngel,

Thank you for the update.

For us to better understand the issue, please help provide the following details.

1. Can you share a video of the issue?
2. Is the game working fine before?
3. What was the last change before the issue started?
4. Have you also tried to re-install the game?

If you have questions, please let us know. Thank you.

Best regards,

Michael L.

Intel Customer Support Technician

[ArcAngel]

1. Can you share a video of the issue? 

- I can share a video, but all the video would show is the game closing, and the message box popping up.  Maybe you can suggest something else like a debugging software you'd like me to run?  Or maybe there's another log file you'd like?

2. Is the game working fine before?

No.  This game has always crashed since I've had this GPU.

3. What was the last change before the issue started?

This game has always crashed since I've had this GPU.

4. Have you also tried to re-install the game?

"I have already reformatted my computer to make sure I start from scratch."  Meaning I deleted everything.  Even windows.

[Mike_Intel]

Hello ArcAngel,

Thank you for the quick reply.

We are now checking this issue. While doing that, let me ask more question about your system.

1. What is the wattage of your power supply?
2. Are you also having this issue with other games? If yes, please provide the title of the games.

If you have questions, please let us know. Thank you.

Best regards,

Michael L.

Intel Customer Support Technician

[ArcAngel]

1. 750W

2. I had issues in Trine 5, but then it was fixed.  I also had crashes in Little Big Planet, but I returned the game.

[Mike_Intel]

Hello ArcAngel,

Thank you for the information provided.  

We will do further research on this matter and post the response on this thread once it is available.

Have a fantastic day, and thank you very much for your patience and understanding!

Best regards,

Michael L.

Intel Customer Support Technician

[Mike_Intel]

Hello ArcAngel,

Thank you for patiently waiting for our update.

We want to update you that we tested the game with various drivers however we couldn't reproduce the crashing event.

We could use dump files or logs to analyze what is triggering the issue. Please go or open the link below and go to "Crashing/freezing issues/BSOD"

https://community.intel.com/t5/Intel-ARC-Graphics/Need-help-Reporting-a-bug-or-issue-with-Arc-GPU-PLEASE-READ-THIS/td-p/1494429 

When capturing dumps please also share latest SSU report.

We will wait for your next update.

If you have questions, please let us know. Thank you.

Best regards,

Michael L.

Intel Customer Support Technician

[ArcAngel]

Hi, I did all the instructions, made the registry edits.  I played the game for 30 minutes, then it crashed.  I searched all the folders for the dump files, but didn't find anything...

When you tried to reproduce the error, did you play for at least 30 minutes?  The first crash takes a bit of time, but after that, it happens rather quickly.

[Mike_Intel]

Hello ArcAngel,

Thank you for the update.

Yes, the simulation to replicate the issue is more than 30 minutes that is why we are asking for more details si that we can investigate further.

If you have questions, please let us know. Thank you.

Best regards,

Michael L.

Intel Customer Support Technician

[ArcAngel]

Is there any other type of logging you can suggest?  I followed your previous steps, but no logs were found.

Anything else I can do?

[Mike_Intel]

Hello ArcAngel,

Thank you for the update.

Let me try to check if we have other logs that we can get from you.

I will update this thread once I have an update.

Thank you and have a great day.

Best regards,

Michael L.

Intel Customer Support Technician

[Mike_Intel]

Hello ArcAngel,

Thank you for patiently waiting for our update.

Upon checking, at this point, it is better to contact the game developer for dump or crash log files.

We have tested the game with our latest drivers and could not reproduce the issue.

If you have questions, please let us know. Thank you.

Best regards,

Michael L.

Intel Customer Support Technician

[Mike_Intel]

Hello ArcAngel,

I hope this message finds you well. 

Were you able to check the previous post?

Please let us know if you still need assistance.

Best regards,

Michael L.

Intel Customer Support Technician

[Mike_Intel]

Hello ArcAngel,

I hope you are having a good day.

I am sending another follow up hoping that you are now talking to the game developers about the issue. 

Since we have not heard back from you, I need to close this inquiry. 

If you need further assistance, please post a new question as this thread will no longer be monitored. 

Thank you and have a great day. 

Best regards,

Michael L.

Intel Customer Support Technician