Direct X driver crash after new COD update

[WoestynRot]

After the new COD update, I keep on getting the following error and game crash. Google isn't helpful at all. I have tried changing settings in the Intel graphics software as well as in COD. May I please ask anyone for assistance.

My system specs as follows:

Windows 10 Pro

Processor AMD Ryzen 5 PRO 4650G with Radeon Graphics 4.49 GHz
Installed RAM 32,0 GB (27,9 GB usable)
Storage 954 GB SSD KINGSTON SKC6001024G, 1.82 TB HDD ST2000LM007-1R8174, 477 GB SSD MTFDKBA512TFH-1BC1AABHA
Graphics Card Intel(R) Arc(TM) A580 Graphics (8 GB), AMD Radeon(TM) Graphics (4 GB)

Thank you in advance.

[JohnM_Intel]

Hello WoestynRot,

Thank you for raising this concern via the Intel Community.

I appreciate you providing the error messages you’ve encountered with your system, and I’m here to assist you. To properly investigate this issue, I would like to gather a few more details:

• On which platform did you install Call of Duty?
• At what exact moment does the error occur during startup or randomly while using the system?
• When the error appears, does the game crash?
• Aside from the error message, are there any other issues you’ve experienced?

These details will help us better understand the situation and move forward with the investigation.

And to further assist you, I kindly request that you download and execute the Intel System Support Utility (SSU) in order to provide me with a complete system specification, which will enable me to assist you in reviewing your system information.

• Intel® System Support Utility for Windows*

When the download is complete, launch SSU.exe.

1. Scan: Check the box Everything.

2. Click Scan.

3. Review: When finished scanning, click Next.

4. Click Save.

Regards,

John M.

Intel Customer Support Technician

[WoestynRot]

Hi JohnM,

Thank you for the response, please see below as requested:

• Windows 10 Xbox Game pass.
• Error occurs as soon as a match starts. Browsing the menu of games and changing sets no issue.
• As soon as 'OK' is clicked on error, game closes.
• Yes. I have had a issue where I cannot install Intel Graphics updates unless the driver is WHQL Certified. I have tried reinstalling windows and Call of Duty on a different SSD, same error appears. I have also tried adjusting numerous settings in the Intel graphics software and in game graphic settings. 
  
  Please find attached SSU Log.

Regards
WoestynRot

[JohnM_Intel · Accepted solution]

Hello WoestynRot,

Thank you for providing the requested information. Upon checking, it appears that some drivers need to be updated to properly isolate the issue with your system.

For troubleshooting, please follow the steps below:

• Install Windows Updates (If there are any pending Windows updates, please install them first.)
• Update BIOS (Please confirm if your motherboard model is A320M-A PRO MAX.)

1. If yes, proceed with updating the BIOS to the latest version.
2. If you are unsure about the steps, we recommend contacting the motherboard manufacturer for assistance.

• Reinstall Graphics Driver
• Perform a clean installation of your graphics driver using DDU (Display Driver Uninstaller). You may refer to the provided link for detailed instructions.

Once you have completed all the steps, please let me know if Call of Duty runs properly.

Regards,

John M.

Intel Customer Support Technician

[JohnM_Intel]

Hello WoestynRot,

I wanted to check if you had the chance to review the questions I posted. Please let know at your earliest convenience so that we can determine the best come course of action to resolve this matter. 

Regards,

John M.

Intel Customer Support Technician

[JohnM_Intel]

Hello WoestynRot,

I have not heard back from you so I will close this inquiry now. If you need further assistance, please submit a new question as this thread will no longer be monitred.

Regards,

John M.

Intel Customer Support Technician

[WoestynRot]

Hi JohnM, apologies as I was abroad. After reinstalling OS and cod on a new SSD and trying all possible solutions from your answer. The only point that worked was disabling and removing the built in graphics driver from device manager. Since then I have experienced no crashes.

Thank you for your help.

WoestynRot