Performance Issues - a770 16gb

[RossW]

Hi Intel Arc, 

I have been running into performance issues particularly in Elden Ring and Helldivers 2, both on high settings, for each I average about 35-45fps. I have watched some videos in the past of people using this card and getting much better performance with very similar setups, for example this video here: https://www.youtube.com/watch?v=tMS1g5ML0uI

Here are the specs of my PC: 

GPU: Intel Arc A770 Limited Edition 16GB PCI Express 4.0 

CPU: AMD Ryzen 5 2600 Six-Core Processor 6/12

Ram: 32gb

Motherboard: ASUSTeK COMPUTER INC. PRIME - Resizable Bar enabled

Intel Arc Driver: 31.0.101.5445

I previously had a NVIDIA GPU and had to uninstall those drivers with software, and that helped my performance quite a bit.

I am worried that either my CPU might be bottlenecking my performance, or perhaps my motherboard isn't the most compatible unit with my GPU. Any insight would be very enlightening!

Thanks, 

-Ross

[ACarmona_Intel]

Hellon RossW,

Thank you for posting in our communities.

To help me further identify the problem and offer you a solution, kindly provide the following details:

• When did the issue start with Elden Ring and Helldivers 2? Was the game working fine before, even if you set it to high settings?
• When you installed the driver version 31.0.101.5445, did you use DDU?
• Have you already enabled the resizable bar? as it enhances the graphics card's performance.
• What is the brand and model of your power supply? This is to check if your PSU meets the Arc graphics requirements. 
• And what other troubleshooting steps have you performed except uninstalling NVIDIA drivers? So we can avoid repeating them.

We look forward to your response!

Best regards,

Carmona A.

Intel Customer Support Technician

[ACarmona_Intel]

Hello RossW,

We are checking in with you to see if you already have the answers to our questions so we can further isolate our issue.

Thank you, and have a great day!

Best regards,

Carmona A.

Intel Customer Support Technician

[RossW]

Apologies, I forgot to reply to your above question. 

• When did the issue start with Elden Ring and Helldivers 2? Was the game working fine before, even if you set it to high settings?
  • The game has always performed this way since I started playing it
• When you installed the driver version 31.0.101.5445, did you use DDU?
  • I did not use DDU, would this uninstall older versions?
• Have you already enabled the resizable bar? as it enhances the graphics card's performance.
  • Yes I have!
• What is the brand and model of your power supply? This is to check if your PSU meets the Arc graphics requirements. 
  • Smart Series 600w power supply
• And what other troubleshooting steps have you performed except uninstalling NVIDIA drivers? So we can avoid repeating them.
  • I've updated my motherboard through the BIOS

Thanks!

-Ross

[ACarmona_Intel]

Hello RossW,

Thank you so much for providing the information that we have requested.

Please try to install our new release driver, 31.0.101.5518, using DDU and check if the performance will enhance.

By the way, for your question, if DDU uninstalls older versions, yes, it will.

Furthermore, if the issue still persists after the driver update, please generate an SSU report to help us further analyze important details on your system, such as the OS build number, errors logged in the system, etc. To generate the SSU report, please refer to the article: How to get the Intel® System Support Utility Logs on Windows*. Please send us the generated SSU.txt file.

Best regards,

Carmona A.

Intel Customer Support Technician

[ACarmona_Intel]

Hello RossW,

We are checking in with you to know if you have already performed the troubleshooting steps that we have provided or if you have any additional queries. Please know that we would be happy to assist you if you have any.

Thank you, and have a great day!

Best regards,

Carmona A.

Intel Customer Support Technician

[RossW]

Hi Carmona A, 

I apologize again for the late response. I have repeated the requests you have made above, used DDU and installed the updated graphics driver. 

I have gained maybe 3-5fps, but still not the performance I was anticipating. I've included the SSU report to this message, hopefully that helps reveal any issues that may be plaguing me. 

Thanks, 

-Ross

[ACarmona_Intel]

Hello RossW,

No worries, and by the way, I will now raise the case with our engineers so they can thoroughly investigate the issue using all the information and SSU that you have shared with us.

Thank you for your understanding and patience.

Best regards,

Carmona A.

Intel Customer Support Technician

[RossW]

Appreciate it Carmona A!

I look forward to hearing from you all. 

Thanks again, 

-Ross

[ACarmona_Intel]

Hello RossW,

Thank you so much for patiently waiting on our response.

To better replicate the issue, we need to gather more information from you.

Kindly provide the following information:

1. What is the FPS that you were getting with your previous NVIDIA GPU?

2. Could you please provide a screenshot or screen recording of the game settings so that we can thoroughly replicate the issue?

We look forward to your response!

Best regards,

Carmona A.

Intel Customer Support Technician

[ACarmona_Intel]

Hello RossW,

We are checking in with you to see if you already have the answers to our questions so we can further isolate our issue.

Thank you, and have a great day!

Best regards,

Carmona A.

Intel Customer Support Technician

[RossW]

Hi Carmona, 

Unfortunately I am on vacation this week and away from my computer. 

The only question I can currently answer is that I was receiving between 45-60fps on Elden Ring, but it was much more consistent than my current intel. I now get 30-60fps, but it is much more variable, and particularly not great in open areas of the game. 

I will take a screen recording once I have returned to my setup. 

Was the dx.text file helpful? 

Thanks, 

-Ross

[ACarmona_Intel]

Hello RossW,

No worries; we will patiently wait for your screen recording.

And by the way, yes, dx.text or the SSU file that you have shared is very relevant while we do further investigation with the issue.

Best regards,

Carmona A.

Intel Customer Support Technician

[ACarmona_Intel]

Hello RossW,

We are checking in with you to see if you already have the screen recording of your game settings so we can further isolate our issue.

Thank you, and have a great day!

Best regards,

Carmona A.

Intel Customer Support Technician

[ACarmona_Intel]

Hello RossW,

Again, we are checking in with you to see if you already have the screen recording of your game settings so we can further isolate our issue.

Thank you, and have a great day!

Best regards,

Carmona A.

Intel Customer Support Technician

[ACarmona_Intel]

Hello RossW,

We have not heard back from you, so we will close this enquiry now. If you need further assistance, please submit a new question, as this thread will no longer be monitored.

By the way, you may also reach out to the game developers for further assistance. And also, it seems that you are still on vacation. If you still need further assistance regarding our case, please use this thread as a reference when you submit a new query.

Thank you for your understanding, and have a great day ahead!

Best regards,

Carmona A.

Intel Customer Support Technician