Re: Re:Intel B580 get freezing when play LOSTARK

Choaswsm · ‎08-12-2025

https://community.intel.com/t5/Intel-ARC-Graphics/ARC-B580-Get-freezing-when-play-LOST-ARK/m-p/1696204?search-action-id=426610409285&search-result-uid=1696204

I got same issue with him. And I tried everything you guys told him to do and didn't work.

Heres my system event log and 2 game logs that I found, hope this can help you guys to fix the problem.

This issue exists for almost half years and is really annoying.

If you are a mmorpg player you must know game randomly freezing is unforgivable, please fix it.

ArchieD_Intel · ‎08-12-2025

Hi Choaswsm,

Thank you for reaching out to the Intel Community Forum.

Intel is currently investigating this issue and to assist us in resolving the issue, please provide the following details:

Can you please specify the exact troubleshooting steps you've done?
Is the Resizable Bar enabled?
Have you used DDU to completely remove all residual drivers and installed a new one?
Could you provide a screenshot of your in-game display and graphics settings?
Which gaming platform did you use to download the game?

Additionally, to gain a comprehensive understanding of your system, please use the System Support Utility (SSU). This tool will generate a text file compiling all your system information. You can follow the instructions at this link and send the text file here. Help Guide for the Intel® System Support Utility.

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

Best regards,

Archie D.

Intel Customer Support Technician

Choaswsm · ‎08-16-2025

Hi, I tried lots of things but the issue still remains.
Includes turning on/off xmp, reinstall the game, reinstall my win11 system, install different versions of b580 drive, run the game in win8 compatibility, I also ran memory diagnosis tool and the result shows no problem.
And second question’s answer is yes the resizable bar is enabled
And as I mentioned, I’m using a brand new win11 24h2 system so I don’t think I need to use DDU.
And the screenshot, same as the one you saw in the post I put on top, but I’m using my phone to reply so no screenshots for now.
And the display settings high or low makes no difference. I tried all of them the issue still remains.
Last question, I use WEGAME to download the game.

Choaswsm · ‎08-16-2025

And here’s a thing. I search this issue around the internet and I remember I saw someone on the china internet said that he’s using the GUNNIR TRI version b580, and he doesn’t encounter this issue.
I asked him for details but he didn’t reply. My b580 is your original version, and that dude in the link, he’s using GUNNIR PHOTON version.
I don’t know if this information can help but is the only clue I have. You guys know what’s the difference between those versions? Probably they using different drives?
Please let me know.

ArchieD_Intel · ‎08-17-2025

Hi Choaswsm,

Thank you for the update. As mentioned before Intel is currently investigating this and I appreciate the information you shared. To help us with this, can you please provide the link where you saw the post from Chine that uses GUNNIR?

Additionally, please provide the Intel® System Support Utility.

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

Best regards,

Archie D.

Intel Customer Support Technician

Choaswsm · ‎08-17-2025

Hi, here is the SSU report.

And those posts I saw with lost ark freeze issues, I google translated them and took screenshots. Turns out is not only Chinese players have this issue, all lost ark players that using b580 got the same issue. Some of the screenshots from Korea lost ark forum.

During the search I found out that this issue started from the early 2025. Cuz I also saw someone did compare test between 4060 and b580, by playing lost ark. I mean if they can do tests and didn't mention about any freezing issues, at least at that point lost ark running fine right?

ArchieD_Intel · ‎08-17-2025

Hi Choaswsm,

Thank you for the feedback. 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,

Archie D.

Intel Customer Support Technician

ArchieD_Intel · ‎08-19-2025

Hi Choaswsm,

To help us investigate the issue further, could you confirm whether the steps to recreate the problem are the same as those mentioned in the previous thread, or if you can provide any new steps for reproducing the issue? Additionally, is this the thread you are referring to, or do you have another one in mind?

Best regards,

Archie D.

Intel Customer Support Technician

Choaswsm · ‎08-20-2025

Hi, and yes, to recreate the issue you just have to do the same thing he did, download wegame-download lost ark- play game normally- game freeze.

For more details, I tried stay in town AFK for couple hours and game didnt freeze. Maybe is because im lucky, but all the freezes seems only happen when im doing something, like in dungeon or in raid, or just walking after teleport into a town(this only happened once but that town got lots of special effects going on), mostly happen during dungeons and raid.

But the weird point is, in my case, it always happen 3 times then the game can normally run without any freezing problem, until I reinstall or update the graphic drive.

https://community.intel.com/t5/Intel-ARC-Graphics/ARC-B580-Get-freezing-when-play-LOST-ARK/m-p/1696204?search-action-id=426610409285&search-result-uid=1696204

This dude said his game will freeze 2-3 times then game became normal, mine is always 3 times. Probably he didnt test it well i guess.

ArchieD_Intel · ‎08-20-2025

Hi Choaswsm,

Thank you for clarifying that and for providing more details. I will be using this to further check, and I will update you as soon as possible. Thank you for your patience.

Best regards,

Archie D.

Intel Customer Support Technician

Ernesto_C_Intel1 · ‎08-27-2025

Hi @Choaswsm,

I'm currently working to recreate the issue you've raised. Allow me time to address the issue on our end.

I'll provide an update as soon as possible.

Regards,

Ernesto C.

Intel Customer Support Engineer

ArchieD_Intel · ‎08-27-2025

Hi Choaswsm,

Thank you for your patience while I investigated this matter. Based on our research, it appears that the freezing issue you're experiencing may be related to the game itself rather than your GPU hardware. I found multiple reports from users across different GPU brands experiencing similar freezing problems with this game.

I found several community discussions that may be helpful in understanding this issue better. These reports show similar freezing problems occurring across various GPU configurations:

Reddit Community Reports:

Steam Community Discussion:

https://steamcommunity.com/app/1599340/discussions/0/802322896293894917/?ctp=2#c591780546279968983

International Community Reports:

With this, I recommend contacting the game developer directly for assistance, as they would be best positioned to address game-specific issues and provide targeted solutions.

I will also close this inquiry now. If you need further assistance, please submit a new question as this thread will no longer be monitored.

Best regards,

Archie D.

Intel Customer Support Technician

Choaswsm · ‎08-28-2025

Hi, those link you shared, I checked them all, some of them not even talking about the same issue. And as I know, RTX3080 now already fix their problem, cuz my friend he is using a RTX3080.The only one with similar problem I have in the first link, he using ARK 750 GPU.

The others said their game KEEP CRASHING AND FREEZING RANDOMLY, which my problem only happen 3 times then stop until you reinstall/update graphic drive. And those Nvidia users in links you shared, they said theres a stutter before crashing or frezzing, which I never encountered.

You can't just spam some links on me and just quit investigating. Even if the problem is because the game itself, Is your duty to contact them and share the data you have.