Problems with Intel ARC A750 and the Game "Under the Waves"

[Jenoru]

Greetings.

Most of the time the game works well, but if you get into darker zones, or for example the Rafinery, the screen went all black and you can't see where you have to go. Only if you use the surroundings scan in-game you got a glimse of whats going on. The Game is almost unplayable in this parts. I saw some other videos and it shouldn't be that way. Additional sometimes you have something like a dark border blocking the sight (see the pictures for referenz).

Game Version: "Under the Waves" Steam-Edition.

My System-Specs are:

AMD Ryzen 7 3800X 8-Core Processor

32 GB RAM

Windows 11 Pro 23H2 Build 22631.4317

Game is installed on an SSD

Intel ARC A750 8GB

ARC Control Driver Version 32.0.101.6079

Display MSI MAG 3410CQ in 3440x1440 Resolution via Displayport

Any suggestions?

Thanks in advance.

[ACarmona_Intel]

Hello Jenoru,

Thank you for posting in our communities.

I just wanted to confirm if the game was working fine before. And also, may I know the current driver version of your Intel Arc A750? 

You may refer to this link on how to check your discrete graphics driver:

• How to Identify Your Intel® Graphics Driver Version in Windows® 10 & Windows 11*

The information that you will provide will greatly help me to isolate our issue, and by the way, if possible, can you share a video of the game specific to where the issue occurred?

We look forward to your response!

Best regards,

Carmona A.

Intel Customer Support Technician

[Jenoru]

Hello.

First of all. Thank you for your respond.

Unfortunately I can't go back to the old scene. It is progress locked.

But i got a new one. It is a dream scene. Those are always foggy and dark.

I saw other videos and it looked totaly different in them.

So i attached 2 videos.

The first one is normal while exploring the sea.

The second one is the dream scene almost at the end of the game.

But it was in all of the dream scenes that way.

I almost forget...

The Driver Version is 32.0.101.6079, dated as 23.09.2024.

I hope that will help.

Kind Regards

Jenoru

PS: Thats a link to scene that shows how it should looks like: https://youtu.be/0NMWnxBAmGo?si=ph8X1M1ZWWL0145S

[Jenoru]

Hello.

My first respond got lost, because of the file size of the videos.
At least, i think so.
I made an additional video. There you can see at best what's going on.

My driver version is 32.0.101.6079, dated 23.09.2024.

Thank you for your help.

I will upload the other videos seperately, because of the size.

Kind Regards

Peter

PS: This is a link to the same scene with and it look totaly different: https://www.youtube.com/watch?v=0NMWnxBAmGo&t=12877s

[Jenoru]

Double Post, Sorry.

[ACarmona_Intel]

Hello Jenoru,

I apologize for the delayed response.

Please try to uninstall your current graphics driver using DDU, then install our latest graphics driver (32.0.101.6127/32.0.101.6044).

If the issue still persists, please generate an SSU report and send it to me. This report includes crucial information about your system. And also, if possible, please also share with me your game settings so I can replicate the issue in our lab.

Thank you for your understanding.

Best regards,

Carmona A.

Intel Customer Support Technician

[Jenoru]

Dear Carmona.

I am sorry for the delay too.

Not a lot time to play these days.

I installed the newest driver you recomended and there was no difference then before.

So i made two new videos about it and attached the SSU Report too.

I hope that will help in this matter.

For now, i stoped playing this game, because i can't find the exit of the level.

It is to difficult, when the screen is pitch black most of the time.
The air runs out fast under those conditions.

(~_^)

Kind Regards

Jenoru

[ACarmona_Intel]

Hello Jenoru,

Thank you so much for the response and for sharing with me the videos and files that I need to further investigate the issue.

Please allow me time to analyze the information or files that you have shared. I will get back to you as soon as I already have an update with regards to our case.

Thank you for your patience.

Best regards,

Carmona A.

Intel Customer Support Technician

[ACarmona_Intel]

Hello Jenoru,

Thank you for patiently waiting on my response.

I've already simulated the issue, and in order for me to continue the investigation, I would like you to answer the following questions and carry out a few troubleshooting steps:

1. Please try installing the latest Intel® ArcTM & Iris® Xe Graphics - Windows* (we have a new release, 32.0.101.6130/32.0.101.6048.)
2. Kindly share with me the settings of the game that you are using so I can better replicate the issue.
3. Where is the specific location on the map where the issue occurs? If you can share with me a screenshot, that would be great.
4. Is it possible that you can share your save file? 

I will be waiting for your response!

Best regards,

Carmona A.

Intel Customer Support Technician

[Jenoru]

Dear Carmona.

Sorry again for the delay.
It took me a while to find the save file.
So i packed the whole directory into a zip file, with config files, savefiles aso.
I also freshly installed the driver you recommended.
Unfortunately there was no difference then before.
The save file starts where i took the new video from. So you can see it directly when you start the game.
The save file directory was located here: c:\Users\[USERNAME]\AppData\Local\
Attached are some pictures with the graphic setting, a new video and a direct link to a youtube video for reference.
I hope that all will help you in this matter.

Kind Regards
Jenoru

YT-Link: https://youtu.be/0NMWnxBAmGo?si=_wJcl3H-3NYSgQc1&t=14253

[ACarmona_Intel]

Hello Jenoru,

Thank you for the response.

And I appreciate the files and information that you have shared with me. Please give me time to deeply investigate our issue.

I'll get back to you as soon as I already have an update.

Thank you so much for your cooperation, and have a great day.

Best regards,

Carmona A.

Intel Customer Support Technician

[Ernesto_C_Intel1]

Hello Jenoru,

I'm contacting you on behalf of my technician. Allow me more time to investigate the issue you've encountered with Under the Waves

Regards, 

Ernesto C.

Intel Customer Support Engineer

[Ernesto_C_Intel1]

Hello Jenoru,

I would like to ask if you have also observed the issue using the latest graphics driver Intel has released? 

You may download the latest graphics driver here: https://www.intel.com/content/www/us/en/download/785597/intel-arc-iris-xe-graphics-windows.html

Regards, 

Ernesto C.

Intel Customer Support Engineer

[Jenoru]

Dear Ernesto.

I try every new driver with this game.

Unfortunately, nothing changed so far.

It is just this one game, so no problem.

There are plenty of other games to play.

Nevertheless, thank you for your effort in this.

Kind Regards

Jenoru

[Ernesto_C_Intel1]

Hi Jenoru, 

Thank you for sharing your confirmation. No worries, allow me more time to investigate the issue. 

I'll keep you posted once I have a concrete update.

Regards, 

Ernesto C.

Intel Customer Support Engineer

[Ernesto_C_Intel1]

Hi Jenoru,

Just letting you know that we are still investigating the issue you've encountered.

Regards, 

Ernesto C.

Intel Customer Support Engineer

[Ernesto_C_Intel1]

Hi @Jenoru,

Thank you for reporting this issue. Our priority is to target the most popular games and apps to focus our efforts on providing a high quality, stable experience for the broadest set of users. We will continue to improve our software performance and compatibility throughout this year and beyond. While we can't accommodate your request at this time, please watch this article on our website for any possible changes to this situation.

Regards,

Ernesto C.

Intel Customer Support Engineer