>observer_ crashes after few minutes of game (A770)

[Roflosaur]

>observer_ crashes after two or three minutes on start location. On older drivers also crashes.

CPU: 12th Gen Intel(R) Core(TM) i5-12400F 2.50 GHz

RAM: 32,0 Gb

GPU: Intel Arc A770 16 Gb

OS: Windows 10 2H22 build 19045.2965

Driver version: 31.0.101.4952

[Andres_Intel]

Hello Roflosaur,

Thank you for posting on the Intel communities. I see that >observer_ crashes with your Intel® Arc™ A770 Graphics after you play for some minutes, I will be more than happy to help you.  

To understand this issue in a better way, please answer the following questions: 

• Which store did you buy the game from?
• Take screenshots of the game settings. This will help us in case we need to replicate the issue.
• Is there any error message when the game crashes?
• I see you have provided us with some system information, but in order to gather more information, run, save and attach the report for the following tool Intel® System Support Utility for Windows (SSU), you can find the steps on the link How to get the Intel® System Support Utility Logs on Windows.  

Regards,  

Andres P. 

Intel Customer Support Technician

[Roflosaur]

1.Steam

2.Video in attach (.mkv in archive). Long black screen between cutscenes is  freeze the game, and then crash.

3.Just "program stop"

4. SSU log in attach

[Andres_Intel]

Hello Roflosaur,

Thank you for your response and for providing the information.

I have checked the Intel® SSU report, and I noticed there are some updates to make, that may help to try to solve this issue:

• Update BIOS to version 7D24v2D. For installation steps contact MSI.
• I see you are in the latest graphics driver version, try to clean install it with Display Driver Uninstaller (DDU). For guidance, How to Use the Display Driver Uninstaller (DDU) to Uninstall an Intel® Graphics Driver. Then re-install the graphics driver version 31.0.101.4952.

Regards,  

Andres P. 

Intel Customer Support Technician 

[Roflosaur]

I appreciate the prompt support. But you really recommend me a risky operation that can kill my motherboard just for (probably) decide your card problems, and then recommend re-install latest driver that already installed?

[Andres_Intel]

Hello Roflosaur,

Thank you for your answer.

The reason why we recommend having the BIOS updated is because these kinds of updates have improvements in stability and compatibility, which may help to try to solve this issue. We always recommend having the system up to date for a better performance of the graphics card. My advice for a proper installation of the BIOS and to avoid future problems is to contact MSI for guidance.

Related to the graphics driver update I am aware that you have already installed the latest version, but before an installation we recommend clean installing the current version with DDU, if you have already done that with version 31.0.101.4952, you do not have to do it twice, but if you have not done that yet, remember to follow the article How to Use the Display Driver Uninstaller (DDU) to Uninstall an Intel® Graphics Driver, this is important to do it because in some case with this simple step the behavior of the graphics card changes.

Please keep me informed of the results 

Regards,  

Andres P. 

Intel Customer Support Technician 

[Roflosaur]

It was nervous a little, especially when after installing BIOS settings didn't save, but turning off the battery was help. So, BIOS is "2.D0, ALASKA - 1072009" (7D24v2D) now. Driver version is 4925 (latest). Game is still crashes. As I see, it's do it anyway, just standing in main menu, for example.

[Andres_Intel]

Hello Roflosaur,

Thank you for your reply and for completing the steps.

I will start with an investigation to provide you with the next steps as soon as possible.

Regards,  

Andres P. 

Intel Customer Support Technician 

[Andres_Intel]

Hello Roflosaur,

Thank you for your patience.

We were going to start with the replication, but we noticed >observer_ is no longer available for purchase at Steam, instead, it is now Observer: System Redux. Does the issue occur on this new game version?

Regards,  

Andres P. 

Intel Customer Support Technician 

[Roflosaur]

I don't know because I have no that version of game.

[Andres_Intel]

Hello Roflosaur,

Thank you for your clarification.

I will continue with the investigation to provide you with the next steps as soon as possible.

Regards,  

Andres P. 

Intel Customer Support Technician 

[Andres_Intel]

Hello Roflosaur,

Thank you for your time.

I have been working on the investigation and now we will start with the replication of the issue, and as soon I have the results I will let you know.

We appreciate your patience.

Regards,  

Andres P. 

Intel Customer Support Technician 

[Andres_Intel]

Hello Roflosaur,

Thank you for your patience.

We have been working on the replication of the issue, and we hope to have the results soon, as soon as I have them I will let you know.

Regards,  

Andres P. 

Intel Customer Support Technician 

[Andres_Intel]

Hello Roflosaur,

Thank you for all your time.

We have been working on the reproduction of the issue, but we were unable to replicate it. Since the >observer_ game version no longer has public distribution we completed the reproduction with the game version Observer: System Redux. Our recommendation is to use the new version only.

Let me know if you have further questions about it.

Regards,  

Andres P. 

Intel Customer Support Technician 

[Andres_Intel]

Hello Roflosaur,

I just want to remind you that we were unable to replicate the issue. Since the >observer_ game version no longer has public distribution, we completed the reproduction with the game version Observer: System Redux and our recommendation is to use the new version only.

Let us know if you still need assistance.    

Best regards,   

Andres P.   

Intel Customer Support Technician 

[Andres_Intel]

Hello Roflosaur,

We have not heard back from you, so we will close this thread. If you need any additional information, please submit a new question as this thread will no longer be monitored.  

Best regards, 

Andres P. 

Intel Customer Support Technician