Strinova need support

[stece]

the game name is 卡拉彼丘，a global name is Strinova‌ in steam. they are same game so u can test very quick

when i used win10system and had latest driver version whql everything is ok

when i used win11system and had latest driver version 8861

The frame rate of the game screen is extremely low. I speculate that the dedicated graphics card is not being used at all

When I enable full-screen mode, the screen tends to go black easily, and even when using borderless mode, the frame rate remains very low

I have tried all the methods you provided to me in the above communication but no take effect

I have already reported this issue to the Strinova team, but I haven't received any response so far. I hope you can help me resolve this issue, as the new season of the game is about to start

Here is the video I recorded. I hope it will help you troubleshoot the issue

https://www.bilibili.com/video/BV14zKj6GEFJ/?vd_source=bf4931b951430d1101cd84201316997c

https://www.bilibili.com/video/BV14qKj6CEmJ/?vd_source=bf4931b951430d1101cd84201316997c

[Ramgound_Intel]

Hello Stece,

Thank you for opening a new thread and for providing the detailed information, including the videos demonstrating the issue.

I understand that Strinova (卡拉彼丘) runs normally on Windows 10, but on Windows 11 you are experiencing very low frame rates and occasional black screens, particularly when running the game in Full Screen mode. I appreciate the troubleshooting you have already performed and understand your concern, especially with the new season approaching.

After reviewing the information provided, I noticed that the graphics driver currently installed on your system is 32.0.101.8861. However, the latest available Intel® Graphics driver version is 32.0.101.8864.

Please download and install the latest driver from the link below:

Intel® Graphics Driver 32.0.101.8864

Intel® Arc™ Graphics - Windows*

After updating the driver and rebooting the system, please test the game again and let us know whether the issue persists.

Additionally, to help us investigate further, could you please provide the following information:

• What is the exact Intel® graphics product installed in your system?
• Does the issue occur only in Strinova, or have you observed similar behavior in other games?
• What resolution and graphics settings are you currently using in the game?
• Is Resizable BAR (ReBAR) enabled in your BIOS?
• Do you observe low GPU utilization while the issue occurs? If so, please share the approximate GPU and CPU utilization percentages.
• Does the black screen occur only in Full Screen mode, or can it also occur in Borderless Windowed mode?

Additionally, please generate and share a new Intel® System Support Utility (SSU) report after updating to driver version 32.0.101.8864.

To generate the SSU report:

1. Download and run the Intel® System Support Utility (SSU).
2. Select Everything.
3. Click Scan.
4. Click Next > Save.
5. Attach the saved report to your reply.

Once we receive the updated SSU logs and the requested information, we will continue our investigation.

Thank you for your cooperation. We look forward to hearing from you.

Best Regards,

Ramgound

Intel Customer Support Technician

[stece]

i updated to 8864 version but helpless

nowadays i played leagueoflegend ,wuwa,Star Rail and so on  with no problem

Resizable BAR (ReBAR) enabled in my BIOS

I always use default graphics settings

gpu about 21%use in game which recorded by my posted video

Borderless Windowed mode still Displayed an extremely low game frame rate

[Ramgound_Intel]

Hello Stece,

Thank you for the update and for sharing the additional details.

After reviewing the SSU report, I would like to inform you that the BIOS version currently installed on your system appears to be outdated.

Kindly update the BIOS to the latest available version using the following link:

B650M GAMING PLUS WIFI

After completing the BIOS update, please test the issue again and let us know if there is any change in the behavior.

To help us investigate further, could you please confirm the following details:

• Does the low frame rate issue occur only in Borderless Windowed mode, or does it also happen in Fullscreen mode?
• Have you tested with features such as V-Sync, frame limiters, or overlays (Steam, Discord, NVIDIA/AMD overlay) disabled?
• Could you please share a screenshot or recording showing the low FPS behavior along with the in-game settings?

Once we have this information and the BIOS update results, we can continue with further analysis.

Thank you for your cooperation.

Best Regards,

Ramgound

Intel Customer Support Technician

[onatcolak]

Are you even reading the original post or just pasting steps from a script?

The user explicitly proved the game runs fine under Windows 10 with identical hardware, and provided video evidence showing the issue is specific to Windows 11 windowed/fullscreen rendering where the GPU gets stuck in a low-power state (21% utilization).

Asking for a BIOS update and repeating questions that were already answered in the original post is complete incompetence and a waste of time. Escalate this clear driver-level issue to the engineering team instead of deflecting it back to the user.

This is exactly why my faith in Intel’s support and issue resolution is completely dead. Every time I report a problem here, it feels like I'm just running in circles and wasting my time. The dialogue here is also an example of this.

[stece]

u are right 

i think GPU driver team no longer able to maintain new issues, as I think they given up on discrete graphics cards after seeing media reports

i bought from a750 to b580 but overall experience is not very good

If they don't have the ability to maintain it, then wasting my time and spitting my words during their work hours is simply a waste of my life and help they finished kpi work

On the other hand, the AMD team has even developed drivers specifically for internet cafes. Nowadays, apart from their better support for the  Thunderbolt protocol of cpu, I can't think of any other advantages

[onatcolak]

I completely agree with you. It’s frustrating to see that despite upgrading from A750 to B580 and actively trying to help them fix bugs with detailed logs, we end up feeling like we're just helping support reps hit their daily ticket metrics.

I actually run two systems: one with an Arc B580 and another with an RX 9060 XT. People used to complain about AMD drivers, but after experiencing Intel GPU software, AMD feels like an absolute breeze in terms of peace of mind. I've literally come to accept the lesser evil.

But what bothers me the most isn't even the bugs themselves—it's this exact kind of robotic, copy-paste support we get on these forums. You provided undeniable video evidence, completely isolated the issue to Windows 11 windowed/fullscreen handling, and the official response is to ask for a BIOS update and repeat questions that were already answered in your original post. It feels like we are talking to a script instead of actual engineers trying to solve a problem.

No matter how competitive the hardware pricing is, a graphics card is only as good as its support. Until Intel stops hiding behind useless troubleshooting scripts and starts taking user reports seriously, they will keep losing users who actually wanted to give them a chance.

[Ramgound_Intel]

Hello stece,

We completely understand your frustration and sincerely apologize for the experience you have had so far. Your concerns are valid, and we want to do better. We genuinely hear you, and please know that your feedback is being taken seriously. You deserve a better experience, and we are committed to making that happen.

We wanted to take a moment to explain why we requested your system information and SSU logs.

Every customer's system is built differently. Even if two customers report the same issue, the root cause can vary based on their unique hardware, drivers, BIOS settings, and operating system configuration. This means a solution that works for one customer may not work for another.

Why System Information and SSU Logs Are Requested.

• While it may appear that the request for system information and SSU logs is a standard step applied uniformly across all cases, it is actually one of the most critical and personalized steps in our troubleshooting process.
• Every customer's system is different. Even when two customers report the same issue, the root cause can vary significantly depending on their specific hardware, driver versions, BIOS configuration, operating system build, and overall system environment.
• By collecting the SSU report, we are able to gain a comprehensive and detailed understanding of the customer's unique system setup — including installed drivers, hardware components, software configurations, and much more. This allows us to move away from generic troubleshooting and instead tailor our approach specifically to the customer's environment.
• Without this information, any troubleshooting steps we provide would genuinely be generalized and scripted — which is exactly what we are trying to avoid. The SSU report is what enables us to provide targeted and meaningful support rather than a one-size-fits-all response.

This is exactly why we need this information before moving forward — so we can resolve your issue in the most accurate and efficient way possible.

We appreciate your patience and cooperation. Please feel free to reach out if you need any assistance collecting the required information we are happy to help.

Best Regards,

Ramgound

Intel Customer Support Technician

[Ramgound_Intel]

Hello Steve,

I hope you are doing well.

I wanted to follow up regarding my previous email and check if you had an opportunity to gather the System Information and SSU logs we requested.

As mentioned earlier, these reports are essential for helping us understand your system's specific configuration and identifying the underlying cause of the issue you are experiencing. Once we receive the requested information, we will be able to perform a detailed analysis and provide troubleshooting steps tailored to your environment.

If you encounter any difficulties collecting the logs or need assistance with the process, please let us know. We will be happy to guide you through the steps.

We appreciate your time, patience, and cooperation, and we look forward to hearing from you soon so we can continue working toward a resolution.

Best Regards,

Ramgound

Intel Customer Support Technician