crashes and performance issues in uncharted 4 this collection

[AsterCrash]

Hi, I'm having performance issues and crashes in Uncharted 4. From what I've noticed so far when there are particles or scenario changes, I was using xcapframe but the game crashed and I couldn't generate the file.

[JeanetteC_Intel]

Hello AsterCrash,

Thank you for posting in Intel Communities.

To get a better understanding of the issue and be able to provide an effective recommendation, please provide the missing key information here:

1) Has the game (Unchartered 4) previously worked and only started getting crashes and performance issues lately?

2) If the answer above is yes, what were the changes you made prior to the issue?

3) Are there any other games or applications that crashes or with performance issues other than this game?

4) Describe the performance issue as best as you can. E.g. FPS drop when entering ‘x’ or ‘y’ section.

5) Provide screenshots or describe the graphics settings used in-game. E.g. Ultra quality preset, video resolution, ray-tracing on, etc. etc.

Looking forward to your response.

Best regards,

JeanetteC.

Intel Customer Support Technician

[AsterCrash]

1. It was recently installed
3. and
4. It crashes when changing scenes
5. Ultra preset without ray tracing 1080p

[JeanetteC_Intel]

Hello AsterCrash,,

Thank you for providing the requested information.

Please proceed with the following steps below:

1) Kindly update the BIOS firmware to the latest version (7D24v2K).

2) Make sure that the Resizable (Re-Size) BAR is enabled.

3) Try to reinstall the latest driver (32.0.101.8132) using the Display Driver Uninstaller (DDU) to Uninstall a Graphics Driver.

If the issue persists, please:

1) For performance issue, try if can submit CapFrameX capture data (.json files) reproducing the issue. *Capture data at least 3 times to define a good performance baseline.

2) For crashes kindly share your dump/log files.

Awaiting your response.

Best regards,

JeanetteC.

Intel Customer Support Technician

[AsterCrash]

For some reason, I can't capture with xcapframe, I don't know why.
The files don't have anything related to Uncharted 4, which is very strange.

[JeanetteC_Intel]

Hello AsterCrash,

Thank you for the update. I understand you're having difficulty with CapFrameX capture and the files aren't showing Uncharted 4 data.

Let's troubleshoot the CapFrameX issue:

1. Please ensure CapFrameX is running as administrator
2. Verify that the game overlay is enabled in CapFrameX settings
3. Try launching CapFrameX before starting Uncharted 4
4. Check if any antivirus software is blocking CapFrameX from accessing the game

Before we proceed with the capture data, could you please confirm if you've completed the initial steps I mentioned:

• BIOS update to version 7D24v2K
• Resizable BAR enabled
• Clean driver (32.0.101.8132) reinstall using DDU

If CapFrameX continues to have issues, we can explore alternative performance monitoring tools. Please let me know the results of these steps.

Best regards,

JeanetteC.

Intel Customer Support Technician

[AsterCrash]

Yes, I have the latest BIOS version.
Resize is enabled.
Yes, I uninstalled it using DDU, and I just installed the latest version of the driver using DDU on the old one.

[JeanetteC_Intel]

Hello AsterCrash,

Thank you for confirming those details. I'll investigate this internally and provide you with an update as soon as I have more information.

Best regards,

JeanetteC.

Intel Customer Support Technician

[JeanetteC_Intel]

Hello AsterCrash,

We are currently investigating this issue and need to clarify a few details:

Upon Checking in our steam account, there is no uncharted 4 game. Please check if this is where you downloaded the game . If not, please share we you obtained the game so we can try to reproduce the issue.

After reviewing our Steam account, we cannot locate Uncharted 4. Could you please confirm if you downloaded the game from this link: Save 60% on UNCHARTED™: Legacy of Thieves Collection on Steam? If not, please let us know where you obtained the game so we can attempt to replicate the issue.

Also, please provide a screenshot of your game settings.

Thank you, and I look forward to your response.

Best regards,

JeanetteC.

Intel Customer Support Technician

[AsterCrash]

This is the one because it contains Uncharted 4 and the DLC, that's why it has this name.

[JohnM_Intel]

Hello AsterCrash,

Thank you for confirming that the game in question is UNCHARTED™: Legacy of Thieves Collection. To help us better replicate and investigate this concern, could you please provide a full screenshot of the game?

Additionally, I’d like to confirm whether you are currently using graphics driver version 32.0.101.8135 or 32.0.101.8132.

Thank you, and I look forward to your response.

Best regards,

John M.

Intel Customer Support Technician

[AsterCrash]

I am using the latest version 32.0.101.8135.

[JeanetteC_Intel]

Hello AsterCrash,

Thank you for confirming the driver version currently used. Please do share a full screenshot of the game settings. This will allow me to better understand the issue you're experiencing and work toward a resolution.

Please feel free to attach the screenshot to your next response and let me know if you need any assistance with capturing it

Additionally, please try clean installation of the newly released driver version 32.0.101.8136 using DDU, and let me know how it goes.

Best regards,

JeanetteC.

Intel Customer Support Technician

[AsterCrash]

Yes, I'm already using the latest version and attached is a screenshot of the game's settings.

[Mike_Intel]

Hello AsterCrash,

Thank you for the update.

Just to confirm and for documentation, please confirm if your already tried installation of the latest driver using DDU method.

If yes, how is your system after?

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

Best regards,

Michael L.

Intel Customer Support Technician

[AsterCrash]

yes in this case I am using the latest driver version 36.

[JeanetteC_Intel]

Hello AsterCrash,

Thank you for the confirmation. I'll move forward with the investigation and keep you informed of any developments. Should you have any supplementary details that might be helpful, please feel free to provide them.

Best regards,

JeanetteC.

Intel Customer Support Technician

[JeanetteC_Intel]

Hello AsterCrash,

Thank you for the confirmation. I'll move forward with the investigation and keep you informed of any developments. Should you have any supplementary details that might be helpful, please feel free to provide them.

Best regards,

JeanetteC.

Intel Customer Support Technician