Call of Duty: Modern Warfare 2 Remaster Crash upon loading "Cliffhanger" mission

[waterpot]

System information: Win11, arc B580, ryzen 5 9600x

When a cutscene finishes and the cliffhanger mission is about a start, three things can happen: Either i get a black screen, nothing happens and  i have to end the process in task manager, or a white screen and i have to do the same thing or (so far) one of these messages appear and the game shuts down. I have already tried turning all graphic settings off or lowest, as well as reset my overclocking in the Intel graphics software. My drivers are up to date with rebar enabled.

[RandyT_Intel]

Hi @waterpot,

Thank you for posting here in our community. To effectively diagnose and address the issue you're experiencing, I kindly ask you to provide detailed responses to the following questions. This information will help us isolate the problem and determine the most appropriate course of action.  

• Please provide the SSU log report and share it here so I can review your system's configuration. 
• When did the issue first occur? 
• Have you made any software or hardware changes to the system recently? 
• Have you noticed any signs of overheating in the system? 
• Which digital distribution platform did you obtain the game that is experiencing graphics issues? (e.g., Steam, Epic Games Store, GOG, etc.) 
• Have you previously performed a clean installation of the graphics driver, before using either an older or the latest version? 
• Additionally, you may follow this guide on how to report crashing issues in the game. 

I look forward to your response and am committed to resolving your issue promptly. 

Best regards,  

Randy T.  

Intel Customer Support Technician

[waterpot]

Issue occurred first time when the third mission, 1st mission tutorial, second one finished without problems, third one crashes.  This is a new pc build. No overheating, the gpu does spin up before the crash happens. Battlenet. Recently maybe two weeks ago. I didn't do so at the latest because that would reset my overclocking settings.

[RandyT_Intel]

Hi @waterpot,

This is a known issue affecting Intel Arc A-series GPUs and is currently still under investigation. Based on your setup, it seems you've applied customizations to your GPU, possibly for overclocking purposes. However, we’re unable to isolate the root cause unless we first perform a clean installation using DDU (Display Driver Uninstaller) before updating to the latest graphics driver.

Call of Duty: Modern Warfare 2 Campaign Remastered* Crashes in...

With that in mind, I’d like to ask a favor: if possible, could we test the game using your current overclocking settings in the Intel Graphics Software (IGS)? I’d like to replicate your configuration on my end to observe whether the issue persists under the same conditions.

Please share the following:

• A screenshot of your game settings
• A screenshot of your overclocking settings in IGS

Once I have those, I’ll begin my investigation and keep you updated.

Best regards,  

Randy T.  

Intel Customer Support Technician

[waterpot]

I don't think this is the issue of the settings, as i've tried to run the game on both all low and off and max. As well as with default overclocking. I haven't tested with whql drivers. But what has happened is after reinstalling the game and using DDU, the game crashes few mins into playing normally even in the tutorial. The best way would probably be to just find a setting that DOES work, as from my testing, i haven't been able to play the game at all after troubleshooting. The best point was at the beginning when i was able to play at least the first two missions. Also, i don't see a point in doing the ddu, as this is an entirely new system with a single gpu and all of my intel drivers i used a clean install. Unless the clean install is not working properly i shouldn't have any old drivers.

[waterpot]

The setting under which the game has been crashing were: The overclocking settings stated above as well as default. Lastest Non-vhql drivers, and max settings in game, as well as the lowest. I personally think this is a DX 9 issue as the error codes say. The error describes DirectX function that displays the rendered frame on the screen. Whatever is in that third mission doenst like the b580
I will reinstall the game, and use the latest WHQL driver to try again.

[waterpot]

Completely white screen again, now on whql drivers. 
My in game settings were as follows: 

[RandyT_Intel]

Hi @waterpot,

Thank you for sharing this information. I will begin investigating the issue and attempt to replicate it on our end. I'll post an update here or notify you directly once there are any developments. If I need further details, I'll reach out to you here. I appreciate your patience as I work on this matter. 

Best regards,  

Randy T.  

Intel Customer Support Technician

[RandyT_Intel]

Hi @waterpot,

I'm currently investigating this issue internally. To help us further analyze the problem, I need the crash dump file or error logs generated by the game.

Please follow the guide in our article and scroll down to the bottom at the crashing section for instructions on how to collect and share these logs with us.

Need help? Reporting a bug or issue with Arc GPU? - PLEASE READ THIS FIRST! - Intel Community

This will help us better understand the root cause and work toward a resolution.

Best regards,  

Randy T.  

Intel Customer Support Technician

[RandyT_Intel]

Hi @waterpot,

Please update your BIOS to the latest version 3.40.

Important:

• Keep your device plugged in during the update
• Do not turn off your device while updating

Please let me know if you notice any changes or improvements after the update

Best regards,  

Randy T.  

Intel Customer Support Technician

[RandyT_Intel]

Hi @waterpot,

I'm following up on the previous recommendation I provided. Have you had a chance to review the information and apply it to your system? Please let me know the outcome so I can determine the next best course of action.

Best regards,  

Randy T.  

Intel Customer Support Technician

[waterpot]

The crash dump files this crash creates are 293,413 KB and as such had to compress it. This is one of many and also before I updated my bios. Will follow up after the bios update

[waterpot]

After updating the bios, it still crashes. Honestly I do not wish to continue to keep updating and booting up the game, waiting for the cinematic to end each time. I will uninstall and move on, as its filling up my crash dumps as well as my storage. I am sending two last dump files, one is the game plus an optimization mod called H2 that i tried, hoping i would help but no luck, the second one is intel graphics software crash that happened couple dozen seconds prior. I have no idea if they were related but hope it helps.

[RandyT_Intel]

Hi @waterpot,

Thank you for providing the crash dump files and for following through with the BIOS update as requested. I understand your frustration with the repeated crashes and the storage impact from the dump files.

I will investigate these crash dumps further to identify the root cause of the game crashes you initially reported. Your cooperation in testing different scenarios, including the optimization mod, is very helpful for our analysis.

Regarding the Intel Graphics Software crash you mentioned, please create a separate support ticket for that issue as we need to focus on resolving the primary game crash problem first. This will help us provide more targeted assistance for each specific issue.

Could you please provide an updated SSU (System Support Utility) log report? This will help us see the current system state after your BIOS update and assist in our investigation.

I completely understand your concerns about storage space and the repetitive testing process. We'll work to resolve this as efficiently as possible with the information you've provided.

Thank you for your patience and detailed reporting.

Best regards,  

Randy T.  

Intel Customer Support Technician

[waterpot]

Here. I wanted to ask though as i'm in the dark, what configuration are you using to test the issue and if you replicated it.

[RandyT_Intel]

Hi @waterpot,

Currently planning to run the game without any customization settings to establish a baseline and compare its behavior against the configuration you provided.

This game is known to have issues with A-series graphics card, but we have not observed similar problems with the B-series so far. However, since crashes continue to occur even with the updated BIOS, further investigation is necessary.

I will begin testing shortly and will provide an update once the analysis is complete.

Best regards,  

Randy T.  

Intel Customer Support Technician

[ArchieD_Intel]

Hi @waterpot,

I would like to inform you that we are aware of this issue and currently investigating it.

I will update you as soon as possible for any updates. Thank you.

Best regards,  

Archie D.

Intel Customer Support Engineer

[PSAbad · Accepted solution]

Waterpot,
Call of Duty: Modern Warfare 2 Campaign Remastered* Crashes in... 
I just find a way to pass this crash, you can switch from Directx to Dxvk.
download Dxvk libraries GitHub - doitsujin/dxvk: Vulkan-based implementation of D3D8, 9, 10 and 11 for Linux / Wine
Change d3dcompliter_46.dll and d3dcompiler_47.dll with the downloaded files d3d11.dll and dxgi.dll in the root folder of the game. you should be able to pass this point 
it worked for me

[waterpot]

Do I rename the new files to the file names in the root i'm supposed to swap?

[PSAbad]

no need to rename d3d11.dll and dxgi.dll the game itself will look into the game folder for the library and choose dxgi, and d3d11, just rename d3d_compiler so the game cannot use them. i was stuck and searched for the whole internet one thing lead to another and this worked. i’m not sure if there’s a loss of quality but you can revert the changes just erasing the downloaded files and renaming back the shader compilers

[waterpot]

You are a godsend it does work. Thank you so much.