Sword of the Sea issue

[Raylan]

update drive soon,intel should pay more attention to indie games.

 

 

[DeancR_Intel]

Hi Raylan,

Thank you for reaching out regarding the issue you're experiencing with Sword of the Sea on your Intel ARC A750. I understand how important it is to have a smooth gaming experience, and I'm here to assist you in resolving this matter.

To better understand the situation, could you please provide any crash logs or event viewer logs related to the issue? These logs can offer valuable insights into what might be causing the problem. Additionally, if you're comfortable doing so, you can use the Intel System Support Utility (SSU) to gather detailed system information. If you're not comfortable generating an SSU report, please provide the following details:

1. System model (Laptop or Desktop)
2. CPU model
3. Current driver version
4. Troubleshooting steps, you've already taken

I recommend updating to the latest driver version 32.0.101.7026, which you can download from the following link: Intel Arc & Iris Xe Graphics Driver. Additionally, performing a clean install using Display Driver Uninstaller (DDU) can help resolve any driver-related issues. You can find DDU instructions here: DDU Instructions.

Also, if possible, please share a screenshot of the error you're encountering.

For faster communication and assistance, I am available for a phone call. Please let me know a convenient time for you, and I'll ensure we connect promptly to discuss the issue further.

Your cooperation in providing this information is greatly appreciated, and it will help us assist you more effectively. If you have any questions or need further assistance, please feel free to reach out.

Thank you for your understanding and support.

Best regards, 

Dean R. 

Intel Customer Support Technician 

[Raylan]

1.Desktop

2.14600KF，and my gpu is B580

3. 32.0.101.7026

4.if you look at steam community，everyone who is using intel arc gpu have the same issue.

it's easy for driver engineers to  forget to support new indie game.i hope driver engineers can fix it with new driver version.I know they probably too busy supporting METAL GEAR SOLID Δ: SNAKE EATER，Lost Soul Aside，Gears of War: Reloaded and SHINOBI: Art of Vengeance，just need someone to remind them don't forgot this one.

[DeancR_Intel]

Hi Raylan,

Thank you for providing the additional details about your system configuration. I understand your frustration regarding the Sword of the Sea compatibility issue with Intel ARC GPUs, and I appreciate you bringing this to our attention. It's concerning to hear that this appears to be affecting multiple users in the Steam community with Intel ARC graphics cards.

I acknowledge your point about the importance of supporting indie games alongside major AAA titles. 

could you please provide the Event Viewer logs related to the crashes or errors you're experiencing with Sword of the Sea? These logs will be crucial for identifying the root cause and developing a solution. Here are the steps to export the logs:

Application Event Viewer Log:

1. Right-click on the Start Button
2. Click on Event Viewer
3. Click on the chevron of the Windows Logs
4. Right-click on Application and select "Save All Events As"
5. Save the file and send us a copy (make sure to indicate the timestamp of the crash)

System Event Viewer Log:

1. Right-click on the Start Button
2. Click on Event Viewer
3. Click on the chevron of the Windows Logs
4. Right-click on System and select "Save All Events As"
5. Save the file and send us a copy (make sure to indicate the timestamp of the crash)

Your cooperation in providing these logs is greatly appreciated, and it will help us escalate this issue to the appropriate teams for resolution. I will ensure that your feedback about indie game support reaches our driver development teams.

For faster communication and assistance, I am available for a phone call. Please let me know a convenient time for you, and I'll ensure we connect promptly to discuss this issue further.

Thank you for your patience and for helping us improve our driver support for all games, including indie titles like Sword of the Sea.

Best regards, 

Dean R. 

Intel Customer Support Technician 

[DeancR_Intel]

Hi Raylan,

I wanted to follow up on the previous message regarding your inquiry. Have you had a chance to review it? If you have any questions or need further information, please let me know. 

Best regards, 

Dean R. 

Intel Customer Support Technician 

[Raylan]

I still can't play this game with 32.0.101.7028 and B580.I can't find the carsh report in the data files,but i'm sure it's a UE engine error.

And i've been playing some new games lately.

METAL GEAR SOLID Δ: SNAKE EATER works fine.

Gears of War Reloaded has really bad performance，I have already beaten this game but the frame rate is extremely unstable, often dropping to very low frame rates.

[DeancR_Intel]

Hi Raylan,

Thank you for the update and for testing the latest driver version 32.0.101.7028. I understand your frustration that Sword of the Sea is still not working with your B580, and I appreciate you sharing your experience with the other games as well.

Since you mentioned that you believe this is a UE (Unreal Engine) error but cannot locate crash reports in the data files, could you please help us by providing any photos of error messages or error codes that appear when you try to launch Sword of the Sea? Even if there are no crash logs generated, any visual error messages, dialog boxes, or error codes that appear on screen would be extremely valuable for our investigation.

Please share any error screenshots or messages you can capture.

Best regards, 

Dean R. 

Intel Customer Support Technician 

[Raylan]

Just like that.And you should contact game's the developers team.

[DeancR_Intel]

Hello Raylan,

Thank you for providing the screenshots showing the Sword of the Sea launch issue with your Intel Arc B580. I can see the error messages you're encountering, and I appreciate your patience in documenting this problem.

I want to acknowledge your feedback regarding this compatibility issue and inform you that we are actively investigating this matter. Your report, along with others from the community, has been valuable in bringing this to our attention.

To prevent any confusion and ensure proper tracking of this issue, I will be closing this case as we have similar reports being handled through our existing investigation channels.

Thank you for your feedback and for taking the time to provide the visual documentation of the issue. Your input helps us understand the scope of compatibility concerns with indie games like Sword of the Sea, and we appreciate your patience as we work on these matters.

If you encounter any other issues or have questions about different games, please feel free to reach out to us again.

Best regards,

Dean C.

Intel Customer Support Technician