Ragnarok Online can't run

[MichH]

I can't start the ragnarok online because of the graphic.

If i turn off the graphic from device manager the game can run.

I was using windows 11 version 24H2 with 13th Gen Intel(R) Core(TM) i5-13420H 2.10 GHz

and the intel graphic version is 32.0.101.6129, already try the newest version 6559 but still can't run the game

[Mike_Intel]

Hello MichH,

Thank you for posting in Intel community Forum.

For me to further check this, please help provide the following details:

1. When did you purchase your laptop?
2. Was it working fine before?
3. What is the brand and model of your laptop?
4. Can you check how many Graphics controller do you have in the Device manager? Please share a screenshot.

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

Best regards,

Michael L.

Intel Customer Support Technician

[MichH]

Hello Michael,

1. I purchase this laptop about 5 months ago.

2. It's working fine until end of the January 2025.

3. The brand is Lenovo - Product Number: 83A000CHID.

4. 

I already contact the game master, they still don't have a solution about this situation.

Already reinstall the driver using DDU too, but the game still crashing after loading to login page.

[Mike_Intel]

Hello MichH,

Thank you for the update.

Let me gather additional information for me to further investigate this issue.

1. Are you also having issues with other games?
2. Please help generate the SSU logs of your system. Kindly refer to the link below for the steps.

https://www.intel.com/content/www/us/en/support/articles/000057926/memory-and-storage.html

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

Best regards,

Michael L.

Intel Customer Support Technician

[MichH]

Hello Mike,

I dont have any issues with other games right now.

And I already upload the SSU log file.

I just start downloading the new update of intel graphic 6632, I will try the new update after that.

Hope the new update can slove this problem.

[Mike_Intel]

Hello MichH,

Thank you for the update.

Please update us once you updated the driver and if still the same, please help generate the latest SSU logs with the latest driver for graphics.

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

Best regards,

Michael L.

Intel Customer Support Technician

[MichH]

Hello Mike,

Its still same error after the driver update,

The game still crash after loading.

I attach the SSU file for Your reference.

[Mike_Intel]

Hello MichH,

Thank you for the update.

I am about to do further investigation on this however let me ask the following details.

1. What is your game launcher?
2. Did you already check if the game is properly installed and installed all the updates?
3. You mentioned in your previous post that you contacted the game developer but they don't have a solution at the moment. Does this mean they are aware that there is an in issue and a lot of users are also experiencing this issue? Can you further elaborate this part for me to have it checked by our Engineers?

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

Best regards,

Michael L.

Intel Customer Support Technician

[MichH]

Hello Mike,

What is your game launcher?

I don't use any game launcher, just the program from the game.

Did you already check if the game is properly installed and installed all the updates?

I don't check the game properly before, but I can play it from the first time I bought this laptop until end of January.

If I disable the grapchic from the device manager, the game can lauch but their graphic is too bad for playing this game.

You mentioned in your previous post that you contacted the game developer but they don't have a solution at the moment. Does this mean they are aware that there is an in issue and a lot of users are also experiencing this issue? Can you further elaborate this part for me to have it checked by our Engineers?

I'm not really sure if they aware about this, because some of my friend's at game don't have this problem and there is no players talking about this problems at the game forums or discord group.

Below is the link to dowload the game from their website,

https://vutete.arunafeltz.net/Downloads/

[Mike_Intel]

Hello MichH,

Thank you for the information provided.  

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

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

Best regards,

Michael L.

Intel Customer Support Technician

[Mike_Intel]

Hello MichH,

I just want to update you that we are currently checking this issue.

While doing that, let me gather more details.

1. When the game crashed, can you see any error message?
2. Can you take a screenshot or video of the error message?
3. Please check if there is any error messages recorded in the event logs, such as in the "Application" and "System" logs. Please send it to us.
4. Please help get the dump/log files for us to further check. Kindly refer to the link below:

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

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

Best regards,

Michael L.

Intel Customer Support Technician

[MichH]

Hello Michael,

When the game crashed, can you see any error message?

There is no any message, just auto close the game & generate a game crash log after it.

Can you take a screenshot or video of the error message?

https://drive.google.com/file/d/1s0ruEM9kaXQI2K1TPkqyi5PmMTGMFYpN/view?usp=sharing

I was upload the screen record from the game start for you.

Please check if there is any error messages recorded in the event logs, such as in the "Application" and "System" logs. Please send it to us.

I can't find any log, just the game crash log only.

Please help get the dump/log files for us to further check. Kindly refer to the link below:

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

I was try to follow the link to find the dump file, but there is nothing after that.

[Mike_Intel]

Hello MichH,

Thank you for the update.

I am sorry, what do you mean by the dump file is not there?

Kindly help if you can generate the dump files by following the steps in the link so that we can further investigate.

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

Best regards,

Michael L.

Intel Customer Support Technician

[MichH]

Hello Mike,

Yes, I cant find the dump file at my computer.

I already follow the step at the link & it still cant generate the dump file.

Is there any others option to generate a dump file at windows 11 V. 24H2 I can try?

[Mike_Intel]

Hello MichH,

Thank you for the update.

I am really sorry, can you tell us how did you try to generate the dump file?

By the way, you may also try to videos on how to generate the dump files. 

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

Best regards,

Michael L.

Intel Customer Support Technician

[MichH]

Hello Mike,

https://drive.google.com/drive/folders/1GbEPA-KxspjvC0ZCm0Hnc0E5r8lO0G4-?usp=sharing

I already upload the video, hope You can help me if there is a somethings wrong with my step to generate the dump file.

[Mike_Intel]

Hello MichH,

Thank you for the update.

Let me further check this and post the response on this thread once it is available.

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

Best regards,

Michael L.

Intel Customer Support Technician

[Mike_Intel]

Hello MichH,

Thank you for patiently waiting for our update.

Please help check the recommendations below. We need the data here to further investigate this issue:

1. To isolate whether the issue is related to the driver, since you mentioned the game was working fine before January 2025, I recommend updating the graphics driver from Lenovo to version Intel_VGA_32.0.101.5763_4ID_Signed_V01_20240715 and letting us know the outcome.
2. Have you tried completely uninstalling and reinstalling the game application?
3. If the issue persists, kindly to try using our latest generic driver version 32.0.101.6647 WHQL Certified (Latest).

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

Best regards,

Michael L.

Intel Customer Support Technician

[MichH]

Hello Mike,

Sorry for the late reply.

I already try your solution, but its still cant work.

I was using DDU to this 2 installer but it still cant run my game.

Dunno whats wrong.

[Earl_Intel]

Hi MichH,

I wanted to check if you had the chance to review the recommendations we posted. Please let me know at your earliest convenience so that I can determine the best course of action to resolve this matter.

Best regards,

Earl E.

Intel Customer Support Technician

[MichH]

Hello Earl,

I still cant run my game with intel graphic,

Already try the suggest from Mike and its still cant work.