New WHQL Driver (gfx_win_101.8425_101.8362) Crashes When Running Monster Hunter: Wilds

[zzgundam]

I have repeatedly reinstalled the 8425 WHQL driver but the issue persists. The problem was only resolved after rolling back to version 8331, which runs the game without any problems. I hope the official team can address this obvious driver crash issue as soon as possible.

[PatrickV_Intel]

Hi zzgundam,

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

• May I confirm whether you have already reinstalled the 8425 WHQL graphics driver?
• Aside from reinstalling and rolling back the graphics driver, could you also share what other troubleshooting steps you have attempted so far?
• When the game crash occurs, does it happen during a specific scenario, or does it occur randomly?
• Are you able to share the crash dump files so we can investigate further?
• Lastly, have you tried using Display Driver Uninstaller (DDU) to completely remove the previous graphics driver before installing the latest version?

Additionally, please generate and share the System Support Utility (SSU) logs from your system.

Please refer to this link for the steps: How to get the How to get the Intel® System Support Utility Logs on Windows*

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

Best regards, 

Patrick V. 

Intel Customer Support Technician

[PatrickV_Intel]

Hi zzgundam,

I wanted to follow up to confirm whether you’ve had the opportunity to review the questions I provided. Kindly update us when you can so we can decide on the appropriate course of action to address this issue.

Best regards,  

Patrick V.  

Intel Customer Support Technician

[zzgundam]

Hello Patrick V.,

How are you? Thank you for your response.

The game crashes I've encountered are random—they have occurred during character hunts, while my character was standing still in the gathering hub, and in various other scenarios. I believe the crashes happen unpredictably, with the error message stating "Fatal D3D error (24, DXGI_ERROR_DEVICE_REMOVED)."

I tried troubleshooting by removing the REFramework mod, verifying game files, and updating the game with the latest patch (the day after the driver update, CAPCOM released another update package of over 100 MB, which I believe was a fix). However, the crashes continued.

Ultimately, I decided to roll back the graphics driver to version 8331 WHQL, after which the crashes stopped completely. Therefore, the SSU log file I’m providing was collected after rolling back to the 8331 driver. I’m not sure if this will be helpful for your investigation into the current driver version, but it’s all I can offer at the moment.

Finally, thank you again for your reply—it truly reflects Intel’s commitment to customer experience, which I greatly appreciate. I look forward to seeing Intel’s discrete graphics cards continue to improve!

ps:I did not use DDU to uninstall the original driver. Each time I upgraded or rolled back the driver, I only used the "Clean Install" option.

Best regards！

[PatrickV_Intel]

Hi zzgundam,

Thank you for providing detailed information regarding the crash issue with Monster Hunter: Wilds and for sharing your System Support Utility (SSU) logs.

After reviewing the logs, I noticed that your motherboard is a B450M MORTAR MAX, which falls outside of Intel’s recommended system requirements. This incompatibility is the likely cause of the game crashes you are experiencing.

For reference, you may review the Arc B580 system requirements in the link provided below:

Intel® Arc™ Graphics – Desktop Quick Start Guide

As there is no further assistance needed at this time, please be advised that I will now proceed to close this thread. Kindly note that Intel will no longer monitor this discussion moving forward.

Thank you.

Best regards,  

Patrick V.  

Intel Customer Support Technician 

[zzgundam]

Yes, the motherboard I'm using is indeed the MSI B450M Mortar Max. After updating the BIOS on this motherboard, I was able to enable necessary features like Resizable BAR. It works perfectly with my B580 graphics card in all the games I play. Particularly in Monster Hunter Wilds, it delivered excellent performance with driver version 8331 and earlier.

I am aware that this older motherboard isn't officially on the supported list. I was just curious how a single driver update could turn a game's originally "perfect experience" into "complete crash". I've also seen online that many users, whether with Nvidia or AMD cards, experienced the same crashes after this specific game or driver update. Therefore, I believe this crash issue is not caused by lack of hardware support or incompatibility, but rather stems from a software-level incompatibility between the driver and the game.

Finally, thank you for your follow-up. Wishing you a happy day at work!