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Need help? Reporting a bug or issue with Arc GPU? - PLEASE READ THIS FIRST!

RonaldM_Intel
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A key element for us to address bugs or issues is being able to reproduce them in our test labs.

 

Please make sure you provide the following basic information when reporting a bug:

  1. What is the graphics driver you are using?
    • Confirm you are using the latest WHQL graphics driver available (let us know the exact driver version you are using).
    • A clean driver installation using DDU in safe mode is recommended. Follow this link for instructions.
    • You could also test using the latest Beta driver. Our Beta drivers go through all Intel quality assurance processes and are safe to use for evaluation.
  2. Tell us the name of the game or application and where to obtain it (Steam, Epic, etc.)
  3. Provide us with the Intel SSU report from your system.
    • If you do not wish to submit the SSU report then at least provide us with the following information about your system:
      • Processor make and model.
      • Motherboard make and model.
      • Amount of memory (RAM).
      • Operating System version/build number.
      • Power Supply make and model.
  4. Tell us the steps to reproduce the issue (this is very important!).
  5. For graphics corruption (per example artifacts, textures corruption or lighting glitches) please use Intel Arc Control to capture screenshots or a video showing the bug.

 

Are you an advanced user or tech savvy and wish to take your bug report to the next level? Keep reading!

 

 

Performance issues:

 

If you have a game or app that is not performing as you would expect then we need to know it. However slow performance is very subjective.

 

Numbers and statistics speak a universal language so when submitting your bug to Intel try capturing the following information:

  1. Describe the performance issue as best as you can.
    • Per example: FPS drop when entering ‘x’ or ‘y’ section.
  2. Provide screenshots or describe the graphics settings used in-game.
    • Per example: Ultra quality preset, video resolution, ray-tracing on, etc. etc.
  3. Submit CapFrameX capture data (.json files) reproducing the issue. 
    • Capture data at least 3 times to define a good performance baseline.

 

About CapFrameX

This is a 3rd party tool for frametimes capture and analysis based on Intel's PresentMon. The overlay is provided by Rivatuner Statistics Server (RTSS).

 

CapFrameX Installation instructions:

  1. Go to https://www.capframex.com/download and download the latest version of CapframeX.
  2. Go to https://www.guru3d.com/files-details/rtss-rivatuner-statistics-server-download.html and download the latest version of RTSS.
  3. Unzip both installers and install them.
  4. Launch CapFrameX and then close it. This is so it creates the user Configuration folder.
  5. Download and unzip the file OverlayEntryConfiguration_0.json (attached in this post) with the recommended RTSS configuration.
  6. Paste this file to %userprofile%\Documents\CapFrameX\Configuration.
  7. In the Capture tab, set the "Capture time" to 0. This is to remove the preset limit in capture time.
  8. In the Overlay tab, uncheck "Auto-Disable OSD" and click the save icon.

 

Capturing the Performance Data:

  1. Open CapframeX and do NOT minimize or close it.
  2. Open the game and go to the part of the game you need to be to reproduce the issue. You should see the RTSS overlay in the top left corner of your screen, with the status "<game name> ready to capture…".
  3. Press F11 to start capturing data and reproduce the issue. The Status in the overlay will change to "Recording frametimes XX s".
  4. Once you have reproduced the issue, press F11 to finish the data capturing. The Status in the overlay will change to "Processing data".
  5. Back to CapFrameX, you can find all the data captures in the left panel of the Analysis tab. Clicking any one of these captures will display the results on the right.
  6. To export the data captured as a JSON file, right click the capture and click on "Copy/paste recording file(s)".

 

 

Crashing/freezing issues/BSOD:

 

These are usually the worst kind of bugs as they prevent us from using the application or completing the game.

You can enable the OS to generate logs that can help us debug the issue. Please note the exact graphics driver version used when the dump/log files are generated.

 

Note: modifying Windows Registry is serious business and can render your OS inoperative. If you follow these instructions Intel won’t be responsible for any outcome.

 

If you still wish to proceed

  1. Open command prompt as Administrator.
  2. Run the following commands one at a time:

reg add "HKEY_LOCAL_MACHINE\Software\Microsoft\Windows\Windows Error Reporting" /v "Disabled" /t REG_DWORD /d "0x1" /f

reg add "HKEY_CURRENT_USER\Software\Microsoft\Windows\Windows Error Reporting" /v "Disabled" /t REG_DWORD /d "0x1" /f

reg add "HKEY_LOCAL_MACHINE\Software\Microsoft\Windows\Windows Error Reporting\LocalDumps" /v "DumpFolder" /t REG_EXPAND_SZ /d "C:\AppCrashDumps" /f

reg add "HKEY_LOCAL_MACHINE\Software\Microsoft\Windows\Windows Error Reporting\LocalDumps" /v "DumpType" /t REG_DWORD /d "0x2" /f

reg add "HKEY_LOCAL_MACHINE\SYSTEM\CurrentControlSet\Control\CrashControl\LiveKernelReports" /v "DeleteLiveMiniDumps" /t REG_DWORD /d "0x0" /f

reg add "HKEY_LOCAL_MACHINE\Software\Microsoft\Windows\Windows Error Reporting\FullLiveKernelReports" /v SystemThrottleThreshold /t REG_DWORD /d 0 /f

reg add "HKEY_LOCAL_MACHINE\Software\Microsoft\Windows\Windows Error Reporting\FullLiveKernelReports" /v ComponentThrottleThreshold /t REG_DWORD /d 0 /f

reg add "HKEY_LOCAL_MACHINE\Software\Microsoft\Windows\Windows Error Reporting\FullLiveKernelReports" /v FullLiveReportsMax /t REG_DWORD /d 10 /f

reg add "HKEY_LOCAL_MACHINE\SYSTEM\CurrentControlSet\Control\CrashControl" /v AlwaysKeepMemoryDump /t REG_DWORD /d 1 /f

reg add "HKEY_LOCAL_MACHINE\SYSTEM\CurrentControlSet\Control\CrashControl" /v "FilterPages" /t REG_DWORD /d "0x1" /f

reg add "HKEY_LOCAL_MACHINE\SYSTEM\CurrentControlSet\Control\CrashControl" /v "CrashDumpEnabled" /t REG_DWORD /d "0x1" /f

reg add "HKEY_LOCAL_MACHINE\SYSTEM\CurrentControlSet\Control\Session Manager\Memory Management" /v "PagingFiles" /t REG_MULTI_SZ /d "C:\pagefile.sys 17400 17400" /f

  1. Restart the computer.
  2. Reproduce the crash/hang.
  3. After the app or game crashes a new dump file should be created under any of the following folders:
  • User-mode Application Crash dump: C:\AppCrashDumps
  • Small memory dump file: %SystemRoot%\Minidump (default)
  • LiveKernelReports: %SystemRoot%\Windows\LiveKernelReports
  • Complete/active memory dump file: %SystemRoot%\MEMORY.DMP (default)
  • App-specific dumps: Location is set by the application
  1. Upload the dump file in your preferred file sharing system (OneDrive, Google drive, etc.) so it can be shared with Intel Customer Support.

 

To revert the changes done in the Registry:

  1. Run the command prompt as an Administrator.
  2. Run the following commands  one at a time:

reg delete "HKEY_LOCAL_MACHINE\Software\Microsoft\Windows\Windows Error Reporting" /v "Disabled" /f

reg delete "HKEY_CURRENT_USER\Software\Microsoft\Windows\Windows Error Reporting" /v "Disabled" /f

reg delete "HKEY_LOCAL_MACHINE\Software\Microsoft\Windows\Windows Error Reporting\LocalDumps" /v "DumpType" /f

reg delete "HKEY_LOCAL_MACHINE\Software\Microsoft\Windows\Windows Error Reporting\LocalDumps" /v "DumpFolder" /f

reg delete "HKEY_LOCAL_MACHINE\SYSTEM\CurrentControlSet\Control\CrashControl\LiveKernelReports" /f

reg delete "HKEY_LOCAL_MACHINE\Software\Microsoft\Windows\Windows Error Reporting\FullLiveKernelReports" /f

reg delete "HKEY_LOCAL_MACHINE\SYSTEM\CurrentControlSet\Control\CrashControl" /v AlwaysKeepMemoryDump /f

reg delete "HKEY_LOCAL_MACHINE\SYSTEM\CurrentControlSet\Control\CrashControl" /v "FilterPages" /f

reg add "HKEY_LOCAL_MACHINE\SYSTEM\CurrentControlSet\Control\CrashControl" /v "CrashDumpEnabled" /t REG_DWORD /d "0x7" /f

reg add "HKEY_LOCAL_MACHINE\SYSTEM\CurrentControlSet\Control\Session Manager\Memory Management" /v "PagingFiles" /t REG_MULTI_SZ /d "?:\pagefile.sys" /f

 

  1. Restart the computer.
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