FPS goes down to almost zero when playing on Google Play Games for Windows

[DrFrank2k]

Hello!

first of all my system specs:

CPU: AMD Ryzen 5 5600XT

GPU: Asrock Intel Arc b580 Challenger

Driver Version: 32.0.101.8737  (released apr 29th 2026)

Windows 11 Version: 10.0.26200

Motherboard: Aorus Pro Elite Ax b550 ITX rev. 1.4 with latest bios

Ram: 16GB

Rebar: Enabled

PSU: Corsair Rm850e V2

Can this issue be reproduced? Yes, in all previous known Driver versions

Low Latency mode: No effect, either on/off/on+enhanced the issue persists

Issue:

I acquired this card in order to make an SFF build and replace an old AMD RX 6600 card, and i use to mostly play on the Google Play for windows application currently avaiable, however, i have noticed that as soon as an FMV inside any of the games starts to play, the frame rate drops to barely 3 or 4, the card usage gets to 99% and the CPU usage as well, temperatures rise steadily to 70-90 degrees and the fans stay on zero rpm but the power usage of the card stays at about 50 watts, this can be very easily be reproduced in any game with FMVs that are not rendered by the card within the application.

I must insist that this issue never happens in any other brand card, even the old rx 6600 would run just fine, and an Nvidia  3060ti  which i also tested for the issue did not have any troubles (using clean driver install on DDU). so i am inclined to believe there is a software issue with the intel card, specially considering the fans do not react at the temperature increase, therefore this must be an intel only related issue regarding compatibility

The Game which seems most affected by the problem are:

Arknights: Enfield (when an animated FMV is playing that is not rendered)

Uma Musume Pretty Derby (on the login screen a considerable fps drop is noticeable, and in the scout screen where theres an animated FMV that is not rendered, the game just tanks and is barely playable)

Genshin Impact (on any animated FMV that is not rendered)

the issue dissapears as soon as you change screens or skip the FMVs

it seems the issue with google play games is regarding FMVs that are not rendered by the card, but more like a video playback issue,  which makes the card behave erratically

your help will be most welcome to verify and fix the issue, i attach the performance tab charts to show the issue and an example of the screen which almost completely freezes on one of  the games affected (uma musume, main menu then scout screen)

[SesanN_Intel]

Hi DrFrank2k,

Thank you for reaching out to the Intel Community Forum. To assist us in investigating the issue, please provide the following details:

• Game settings used for Umamusume: Pretty Derby, Arknights: Enfield, and Genshin Impact, do they also appear using different setting configurations?
• Can you list down all the previous graphics driver version used?

Now, I'll need to gather some important logs to help us reproduce the issue you're experiencing. We'll require both the SSU logs and CapFrameX logs from your system.

How to get the Intel® System Support Utility Logs on Windows*

Download Intel® System Support Utility for Windows* software. 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.

CapFrameX Installation:

1. Go to https://www.capframex.com/download and download the latest version of CapframeX.
2. Go to https://www.guru3d.com/files-details/rtss-rivatuner-statistics-server-download.html and download the latest version of RTSS.
3. Unzip both installers and install them.
4. Download this file OverlayEntryConfiguration_0.json attached below
5. Paste this file to %userprofile%\Documents\CapFrameX\Configuration.
6. In the Capture tab, set the "Capture time" to 0. This is to remove the preset limit in capture time.
7. In the Overlay tab, uncheck "Auto-Disable OSD" and click the save icon.
8. Click the setting icon (cog wheel icon on the top right) and set the "Capture file mode" to "JSON + CSV"

Capturing the Performance Data

  1. Open CapframeX and do NOT minimize or close it close.

  2. Open the game and go to the part of the game you need to be to repro the issue. You should see the RTSS overlay in the top left corner of your screen, with the status "<game name> ready to capture…".

  3. Press F11 to start capturing data and reproduce the issue. The Status in the overlay will change to "Recording frametimes XX s".

  4. Once you have reproduced the issue, press F11 to finish the data capturing. The Status in the overlay will change to "Processing data".

  5. Back to CapFrameX, you can find all the data captures in the left panel of the Analysis tab. Clicking any one of these captures will display the results on the right.

Please attach the .json and .csv files from CapFrameX along with the SSU text file in your next response. If the files exceed our attachment limit, you can zip them together before attaching.

Alternatively, you can upload them to any free cloud storage service available online and share the access link with us - just make sure to grant us viewing permissions.

Best regards,

Sesan N.

Intel Customer Support Technician

[DrFrank2k]

Hello!

I can provide all the information you require firsthand:

• Game settings used for Umamusume: Pretty Derby, Arknights: Enfield, and Genshin Impact, do they also appear using different setting configurations?

All settings are the same under Google Play for windows for all games and are automatically set for any and all games under google play: screen resolution and Frames per second settings are automatically adjusted depending on the screen resolution on windows environment (you can also select sesolutions of 1080p, 1440p or even 4k) the settings can be changed to either 30 or 60 fps as well --- please take the note that the issue persists regardless of any configuration or settings, and this games are technically not graphically demanding, as game rendering outside of the anomaly i mentioned regarding FMVs works very well

• Can you list down all the previous graphics driver version used?

certainly! albeit i can certainly express that this issue persists regardless of any graphic versions, but the ones i have tested them on are:

32.0.101.8737

32.0.101.8735

32.0.101.8629

32.0.101.8724 (WHQL version)

lastly, i attach the required files as you requested, the ssu log and a zip file contianing the json and csv files

the game i tested was Umamusume Pretty Derby during this capture, as its the game most affected by this, and i was able to reproduce the issue without any problem and captured right before the problem, during the problem, and after the problem, if you need me to capture a longer time, i will be able to do so, also if even required, i can try to make a video capture and upload to a private youtube link and reproduce the issue to you once again

thank you!

[SesanN_Intel]

Hi DrFrank2k,

Thank you for providing the requested information. I will now further investigate this and will get back to you once a resolution is available. Thank you for your patience and understanding.

Best regards,

Sesan N.

Intel Customer Support Technician

[DrFrank2k]

Thank you!

ill be happy to assist in anything else should you require it, ill gladly await for your resolution

Kind regards

[SesanN_Intel]

Hi DrFrank2k,

Thanks for patiently waiting for our response.

Our team replicates the issue and it seems to be playable on our end, for the meantime could you provide the following:

• Perform DDU and install the latest graphics driver version 32.0.101.8801 [https://www.intel.com/content/www/us/en/download/785597/intel-arc-graphics-windows.html]
• After that, please perform capturing CapFrameX logs again and on a much longer time frame (1 full game)
• Please provide a video capturing the gameplay

I will be waiting for the outcome of our recommendation above, if you have any questions please let us know immediately.

Best regards,

Sesan N.

Intel Customer Support Technician

[DrFrank2k]

Hello

thanks for your reply, i have done as you requested, reinstalled the drivers and now i attach the capframe json and csv files in a zip file this time with a much much longer capture time

i also have uploaded the video capture of the same recording on capframeX to a youtube video with a private link that showcases the problem:

https://youtu.be/VekGmUxBmtY 

it clearly shows the Frames per second tanking to single digits when on that particular screen, all other ingame interactions and screens work and render properly at about 30fps as its the game intendended target frames, only that one screen on "scout" is the one that causes the anomaly

i am also having some issues trying to replicate this problem on the other games as i first reported, mostly because these screens are no longer accessible ingame due their time limits, but if i can find and replicate this same problem, i will gladly do so.

thank you

[DrFrank2k]

please, take note that this problem is consistent on the game Umamusume Pretty Derby regardless of game version or changing the scout screens to a new trainee or banner, and its easy to replicate and its the subject of the last recording and video, i hope all this information is useful

[SesanN_Intel]

Hi DrFrank2k,

Thank you for sending us the requested information. Based on the video you provided, we can see that the FPS consistently stays in single digits for several seconds, which is concerning.

On our end, we're not experiencing this same behavior, so we want to ensure we fully understand your specific situation. Rest assured that we'll attempt to replicate this issue again using your system configuration and settings.

We will provide you with an update as soon as our testing is complete.

Best regards,

Sesan N.

Intel Customer Support Technician

[SesanN_Intel · Accepted solution]

Hi DrFrank2k,

Based on our testing, we've found that this issue also occurs when using a 3rd party GPU (RTX 4060) with the latest drivers and when using the B580 with the latest drivers on a Ryzen 7 processor.

You can see our findings here, I attached a photo comparison as well:

Simulation Umamusume: Pretty Derby B580: https://www.youtube.com/watch?v=-w6RhppjnwQ

Simulation Umamusume: Pretty Derby RTX4060: https://www.youtube.com/watch?v=YOl5m-v4BZE

The games you're playing appear to be quite similar to Android emulator applications. Given this finding, we recommend contacting Google or Microsoft for further assistance, as they would have the specialized expertise to address emulator-related performance concerns.

They'll be better positioned to provide targeted support for the specific emulation software and optimization settings that may be affecting your gaming experience.

Best regards,

Sesan N.

Intel Customer Support Technician

[DrFrank2k]

hello,

first of all, thank you for being thorough on this matter, i will take all of this information and attempt to contact google play games developers in order to resolve the matter further, i thank you for all of your assistance tackling this issue

as a final note, this is indeed a sort of emulator for android games, not really from a third party but more like form the official google team, hopefully they may notice this issue, albeit i must admit they dont have such well organized way to tackle issues like intel has shown me in this particular problem, and for that i am grateful for the assistance you have provided me.

 from them or require something further, i will let you know

much appreciated

R. Frank