PUBG crashes when set to DX12 settings

[doducdo]

PUBG crashes when set to DX12 settings, whereas if set to that setting on driver version 8629, it can run normally, but on driver version 8801, it cannot. Of course, if I set it to DX11 Enhance, it will run normally, but the FPS seems not as good as with the DX12 setting, so hopefully Intel will fix this issue. My graphics card is an Intel Arc A580 8GB VRAM from SPARKLE.

[Roy_Intel]

Hello doducdo,

Thank you for reaching out to the community forum.

We understand that PUBG crashes with the DX12 setting while using graphics driver version 8801 on your Intel Arc A580 graphics card, whereas the game works normally with DX12 on driver version 8629.

To investigate the issue further, kindly help us with the following information:

• Please provide the SSU (System Support Utility) report, which will give us a clearer view of your system configuration.
• You can download the SSU tool from the link below: How to get the Intel® System Support Utility Logs on Windows*
• Important: While generating the SSU report, please ensure that the “Networking” option is unchecked.
• Does the issue occur only in PUBG or in any other DX12 games as well?
• Did the issue start immediately after updating to driver version 8801?
• PUBG in-game graphics settings screenshot

Additionally, we recommend trying the following troubleshooting steps:

• Perform a clean installation of the latest graphics driver using DDU (Display Driver Uninstaller).
• Disable any GPU overclocking or third-party tuning software.
• Verify the game files through Steam.
• Update BIOS and chipset drivers to the latest available versions.

Once we have these details, we will be able to assist you more effectively and investigate the issue further.

We look forward to your response.

Best regards,

Roy,

Intel Customer Support Technician

[doducdo]

Hello Roy,

Thank you for your response and guidance.

Regarding your questions:

I am not entirely sure if other DX12 games encounter the same issue, as I mainly play PUBG PC, F1 25, and Genshin Impact. F1 25 seems to run stably with DX12, while Genshin does not crash but occasionally experiences frame stuttering. If you are interested, I can share more details about this.

The issue with PUBG started immediately after updating beyond driver version 8629. Since then, all newer drivers, including 8801, have caused PUBG to crash when using DX12. I have already performed the troubleshooting steps you suggested, such as clean installation with DDU, disabling GPU overclocking, verifying game files, and updating BIOS/chipset drivers. Unfortunately, only driver version 8629 allows PUBG to run properly with DX12.

I have attached the requested SSU report and PUBG in-game graphics settings screenshot for your review.

I hope this information helps with your investigation. Please let me know if you need any additional details.

Best regards, Doducdo

[Roy_Intel]

Hello doducdo,

Greetings from Intel Customer Support.

Thank you for providing the detailed information, along with the SSU report and PUBG graphics settings screenshot.

We understand that the PUBG DX12 crash issue started immediately after updating beyond graphics driver version 8629, while the game operates normally on driver version 8629. We also appreciate you confirming that you have already performed the recommended troubleshooting steps, including clean driver installation using DDU, disabling overclocking, verifying game files, and updating BIOS and chipset drivers.

Additionally, thank you for sharing your observations regarding F1 25 and Genshin Impact. This information is helpful for our investigation, especially since F1 25 appears stable under DX12 while PUBG consistently crashes on newer drivers.

At this stage, we will review the provided logs and system details internally to further investigate the behavior. Kindly allow us some time for analysis, and we will get back to you with an update as soon as possible.

We appreciate your patience and cooperation.

Best regards,

Roy

Intel Customer Support Technician

[Roy_Intel]

Hello doducdo,

Greetings from Intel Customer Support.

Thank you for your patience.

I would like to inform you that a new graphics driver version, 32.0.101.8824, has been released. We kindly request you to update to the latest driver version and check the issue behavior.

Please perform a clean installation of the driver using Display Driver Uninstaller (DDU) before installing the latest version.

You may refer to the links below:

Intel Graphics Driver:

https://www.intel.com/content/www/us/en/download/785597/intel-arc-graphics-windows.html

DDU Utility:

https://www.intel.com/content/www/us/en/support/articles/000091878/graphics.html

Please let us know the outcome after performing the clean installation and testing the system.

Best regards,

Roy

Intel Customer Support Technician