System Shock Remake crashes using Arc A770

mikeleachuno · ‎06-26-2023

I get hard crashes with this game. Black screen and unable to ctrl-alt-delete to return to desktop. I have to power cycle the computer. Currently, this is the only game I've experienced this issue. I may play for 5 minutes or up to a half hour prior to crashing. There are no visible error messages. Below is the computer setup. I've done a clean install of drivers as far as I understand doing this. Thanks for any help.

ASRock B760M Pro RS/D4 WiFi

PowerSpec 650 Watt 80 Plus

Intel Core i5-13400 Raptor Lake 2.5GHz

G.Skill Ripjaws V 32GB (2 x 16GB) DDR4-3200

Arc A770

Win 11 Pro

Drivers were updated 6/25/2023

DeividA_Intel · ‎06-27-2023

Hello mikeleachuno,

Thank you for posting on the Intel® communities. I am sorry to know that you are having issues with your Intel® Arc™ A770 Graphics.

In order to better assist you, please provide the following:

1. Is this issue recent?

2. when did the issue start?

3. What is the Windows 10 build?

4. What is the BIOS version installed?

Regards,

Deivid A.

Intel Customer Support Technician

mikeleachuno · ‎06-27-2023

David, sorry, the Motherboard is an Asus Prime B760M-A AX DY, with BIOS Ver. 0405 - ReBar is turned on

Windows 11 Pro ver. 22H2, Build 22621.1555

This issue was seen shortly after I installed and began playing System Shock Remake about a couple weeks ago.. At first, it was random and less frequent but has become more frequent since installing 31.0.101.4502 drivers. This only happens when playing this game. I have not experienced this issue with other games or applications.

Windows indicates that sound and video drivers are up to date. I have checked for updates to this game and, to date, there are none.

Thank you for your assistance and I look forward to your reply

DeividA_Intel · ‎06-28-2023

Hello mikeleachuno,

Thanks for your response. Based on your issue, please try the following:

1. Install the latest BIOS version (1030). You will have to check with Asus for the steps:

https://www.asus.com/us/motherboards-components/motherboards/prime/prime-b760m-a-ax-d4/helpdesk_bios/?model2Name=PRIME-B760M-A-AX-D4

2. Try the Intel latest drivers:

3. Run all the Windows updates, including the optional ones.

4. Check with the game developer to confirm if there is any compatibility issues.

5. On Steam:

Right-click on System Shock in your Steam Library.
Then, select Properties.
Under the General tab, find the Launch Options box.
In the text field that appears, type "-ngxdisable" without the quotation marks and close the window.

6. On Epic:

Go to Settings.
Next, scroll down to Manage Games and expand the System Shock option.
Under Additional Command Line Arguments, add "-ngxdisable" without the quotation marks.

Regards,

Deivid A.

Intel Customer Support Technician

mikeleachuno · ‎06-28-2023

Deivid, thank you for your response. I updated BIOS to latest 1030, downloaded the latest Arc drivers and did a clean install, updated all available windows updates. Then checked to make sure RAM is set to proper speed, no overclocking. Made sure ReBar was set to: ON

I booted the game and within 5-10 minutes it froze. I didn't hard crash as before but what has changed is: I could hit ctrl-alt-delete and select Task Manager but only got a black screen. I was able to select reboot/power down from an icon on the bottom right of the black screen. Then I added the -ngxdisable argument and tried again. The result was the same as described in this reply but it seemed to go 10-20 minutes before it froze. I've added the -ngxdisable line to get this game to run on my older laptop and am familiar with its proper use. Wow! What a brain teaser this is. I'm willing to try any other suggestions you may offer. Thank you

Also, the OS build went to: 22621.1848

DeividA_Intel · ‎06-29-2023

Hello mikeleachuno,

Thanks for the confirmation. I would like to investigate this behavior further and I will need the following:

1. Can you provide the specific steps to replicate this issue?

2. Can you provide a video where I can see the issue?

3. Run the Intel® System Support Utility (Intel® SSU) to gather more details about the system.

Download the Intel® SSU and save the application on your computer: https://www.intel.com/content/www/us/en/download/18377/intel-system-support-utility-for-windows.html
Open the application, check the "Everything" checkbox, and click "Scan" to see the system and device information. The Intel® SSU defaults to the "Summary View" on the output screen following the scan. Click the menu where it says "Summary" to change to "Detailed View".
To save your scan, click Next and click Save.

4. Provide the Report for Intel® Graphics Drivers:

https://www.intel.com/content/www/us/en/support/articles/000005848/graphics.html

Best regards,

Deivid A.

Intel Customer Support Technician

mikeleachuno · ‎06-30-2023

Thank you. Sorry, no video. The problem crops up at random times between 10-20 minutes as described in the earlier post. I have the file that was generated from the SSU application and have attached it to this post. I couldn't figure out how to submit it using the link from your last post. However, I'll try again. Thank you.

DeividA_Intel · ‎07-03-2023

Hello mikeleachuno,

Thank you for the information provided

I will proceed to check the issue internally and post back soon with more details.

Best regards,

Deivid A.

Intel Customer Support Technician

DeividA_Intel · ‎07-04-2023

Hello mikeleachuno,

In order to investigate this issue, I will need the following so I can use to compare the results once I tried to replicate this issue.

1. Take a video where I can see the issue.

2. Take a picture of your game settings.

3. Did you buy the game from Steam? If not, where did you buy the game from?

4. Provide steps to replicate this issue.

Regards,

Deivid A.

Intel Customer Support Technician

DeividA_Intel · ‎07-07-2023

Hello mikeleachuno,

After checking your thread, I would like to know if you need further assistance.

If so, please let me know.

Regards,

Deivid A.

Intel Customer Support Technician

mikeleachuno · ‎07-10-2023

Sorry, I have been on vacation for the past week.

I bought the game from GOG

I will not be able to provide any video

The game crashes to black screen from within 10-20 minutes of playing

I've tried lowering graphics settings with the same result. However, I'll try to get a screen shot of the settings, if I can.

I am loading the game with the "-ngxdisable" parameter as suggested in an earlier reply.

Side note, I can run this game on another intel computer with a non-intel graphics card with no issue

IllustriousZach · ‎07-10-2023

I am having the same issue as mike. Crashing within 10-20 minutes of gameplay. Bought the game from Steam. I've also lowered my graphics settings with the same result.

Arc A770 16gb

AMD 5950x rebar enabled

Asrock X570M Pro4

DeividA_Intel · ‎07-11-2023

Hello mikeleachuno,

Thanks for the information provided. I will try to check this issue internally with the details provided.

As soon as I have any outcome, I will let you know.

Regards,

Deivid A.

Intel Customer Support Technician

DeividA_Intel · ‎07-13-2023

Hello mikeleachuno,

I am still investigating this issue and to continue I will need you to use the Display Driver Uninstaller (DDU) to unistall the driver.

If the issue persists, try the same process with the BETA version.

BETA: https://www.intel.com/content/www/us/en/download/729157/intel-arc-iris-xe-graphics-beta-windows.html

Let me know if the issue persists.

Regards,

Deivid A.

Intel Customer Support Technician

mikeleachuno · ‎07-18-2023

Thank you, Deivid. I ran the DDU then installed the latest driver. Due to the fact that the crash is random from 5-20 minutes, possibly even more, I ran the game also using the "-ngxdisable" parameter. I played maybe 15-20 minutes so far with no crash. I'll give it more time when I can get back to it in a few days. Thank you

DeividA_Intel · ‎07-18-2023

Hello mikeleachuno,

Thanks for your confirmation. I understand that you need more time to test the game to confirm if the issue is completely fixed, I will be waiting for your outcome.

Regards,

Deivid A.

Intel Customer Support Technician

Hugo_Intel · ‎07-21-2023

Hello mikeleachuno

We wanted to confirm if you had the time to test the game and if the issue is now completely resolved. Please let us know.

Best Regards,

Hugo O.

Intel Customer Support Technician.

DeividA_Intel · ‎07-26-2023

Hello mikeleachuno,

I was checking your thread and see that we have not heard back from you.

I’m going to close your post, but if you need further assistance, please do not hesitate to create a new thread.

Regards,

Deivid A.

Intel Customer Support Technician

mikeleachuno · ‎07-26-2023

I've finally had time to retest. Unfortunately, same results. I get graphics freeze yet music and sound seems to keep working. CTRL-ALT-DEL yields same black screen as before. Forced to restart computer. This occurs within 10-15 minutes of game play. Thank you

DeividA_Intel · ‎07-27-2023

Hello mikeleachuno,

Thanks for your response. Allow me to continue further and test this behavior one more time to make sure if the issue is present in our LAB.

A soon as I have any information, I will let you know.

Best regards,

Deivid A.

Intel Customer Support Technician

DeividA_Intel · ‎07-28-2023

Hello mikeleachuno,

Thanks for your time. In this case, we tested the game with an ASUS ROG STRIX Z590-E GAMING WIFI, Intel® Arc™ A770 Graphics (16GB), Intel® Core™ i7-11700K Processor, and Windows 11 build 22621. However, there were no issues present (played for 45min), I will share a video but there is no way to upload or take a 45min video so I share the final part.

At this point, I recommend you perform a Clean install of Windows and retest with integrated graphics disabled (Intel® UHD Graphics 730).

Regards,

Deivid A.

Intel Customer Support Technician