System get frozen when playing Honkai: Star Rail with Arc B580

[QyInvoLing]

Graphics Card: ONIX Arc B580 Lumi OC driver version: 32.0.101.6559 other system specs: gigabyte b650i aorus ultra+9600x..... other parts of the system is stable, I've already confirmed that its either the game or the driver to be blame. 

When playing the third scene of this activity, the game and the system will 100% get freeze when the GPU clock is above 2800MHz(2800 included).

I've never tried another driver, the problems got solved after I reduced the GPU clock for 160MHz.

This freeze doesn't occur in other games&stress tests.

[QyInvoLing]

OK, the game now runs smoothly when the GPU clock is 2700MHz, but it's still a bug that the card's max GPU freq causing a system froze.

[Earl_Intel]

Hello QyInvoLing,

Thank you for posting in the communities!

I appreciate you sharing the issue and the work around you saw after troubleshooting the issue.

No worries, I will further look into this.

To better assist you and determine the most appropriate resolution, could you please provide the needed details listed below:

• Is the game working fine before? if yes, what are the changes on the system before you encounter this issue?
• Have you already tried performing DDU after before installing the latest GPU drivers (version:32.0.101.6559 (WHQL Certified))?
  • Instruction link: How to Use the Display Driver Uninstaller (DDU) to Uninstall an...
• What digital gaming platform did you download Honkai: Star Rail?
• Can you share us also the game settings that you have on the game?

Kindly run this on your system so that I can also gauge the following peripherals and the driver versions that you have: Intel® System Support Utility for Windows*

Once finished downloading, open the tool, click on scan (leave the default items checked), click next, then save the system information to a .txt file. Please provide us the .txt file.

Best regards,

Earl E.

Intel Customer Support Technician

[QyInvoLing]

Is the game working fine before?

Yes, just before I installed my B580, I use A770 and A380 and they are all fine.

Have you already tried performing DDU after before installing the latest GPU drivers (version:32.0.101.6559 (WHQL Certified))?

Yes, I use DDU to remove the driver of A380. I'll use DDU to install the driver again tonight, and if this problem disappeared I'll leave a comment.

What digital gaming platform did you download Honkai: Star Rail?

I play it in official Chinese server, got the game from 《崩坏：星穹铁道》官方网站——愿此行，终抵群星

Can you share us also the game settings that you have on the game?

Yes, I'm glad to do so.

These settings are displayed in Chinese, and their order is the same in English. If you need an English version then I'll provide it.

Kindly run this on your system so that I can also gauge the following peripherals and the driver versions that you have

I'm glad to do so and the result is presented in the attachment.

[QyInvoLing]

OK I used DDU in safe mode and reinstalled 6559, then star rail still crashed.

[QyInvoLing]

I switched this B580 to a B760M+14600KF platform, and the problem seems to disappear!

But why? I'l re-install windows on the 9600x platform to check if the problem get solved

[Earl_Intel]

Hello QyInvoLing,

Thank you for sharing this update with us.

I'm glad to hear that you were able to resolve the issue by the motherboard and CPU.

Rest assured that I'll further check on the logs that you provide and will try to replicate the issue on our end.

I'll provide you an update as soon as I can.

Best regards,

Earl E.

Intel Customer Support Technician

[QyInvoLing]

After a reinstall of windows, now the 9600x platform doesn't freeze when the game comes into problem. The game still crashes.

Tonight I'll provide a more detailed log provided by the game if necessary.

[RonaldM_Intel]

Hello @QyInvoLing 

We have been trying to reproduce the crashes after several days and still no luck, the game runs fine in our tests.

See these 2 other threads:

https://community.intel.com/t5/forums/forumtopicpage/board-id/arc-graphics/message-id/20093#M20093

https://community.intel.com/t5/forums/forumtopicpage/board-id/arc-graphics/message-id/18909#M18909

The 2 interesting aspects to highlight is that affected users are all on AMD CPUs, and that overclocking the GPU might have something to do as well.

Please retest with GPU at default settings but at this point please report this directly to the game developer.

They can debug the issue and if it is a driver problem the game dev will work directly with us.

Best Regards,

Ronald M.

[QyInvoLing]

I didn't overclock my B580 at any time, and I also noticed that we who came into crashes all use an AMD CPU. Could you use an AMD Zen4/5 CPU to test?

Thanks for your innovation, I'll report the problem to the developer。

[QyInvoLing]

After a whole night's testing, I found that no overclocking options are to blame.

I disabled every OC option and kept everything to default, and the game still freezes the system.

Seeing this, I took the B580 away from the AMD platform and took it back onto the 14600kf system, then played the game for another two hours, and nothing is wrong.

Personally I think that it's an AMDCPU+b580 compability issue. I'll appreciate if there's some test being done on AMD platform inside Intel.

Besides, do I need to report this problem to AMD? Or it should be done by Intel employees?

If there're more tests that you want me to do, I'll do it ASAP.