The game crashes every 5 minutes or less (Horizon Forbidden West)

[Bjorgvord]

Hi,

I can't play, the game (Horizon Forbidden West) keeps crashing and I don't understand why. The game closes without any error message. The game crashes regardless of the area I am in, whether it is outdoors, in an indoor area and regardless of the details. I tried lowering the graphics quality and disabling XESS but nothing changes. I also tried starting the game with Direct3D 11.

Steam

CPU: Ryzen 5 7500F

GPU: B580

RAM: 32GB (16x2)

OS: Windows 11 24H2

Drivers Version Installed: 32.0.101.6559

Resizable BAR: ON

I attach Intel SSU Report

#1 Update
I ran, via 3DMark Demo on Steam two tests: Time Spy and Fire Strike. In both cases I had no crashes and they ended with excellent results. Also, for about 1 week I have been rendering on Blender 4.3.2 using the Cycles engine. Even after 15 minutes I never had any crashes.
I would think that the B580, being a very recent card, still has problems related to its recent release.

#2 Update

I downloaded the new driver released on 27/02/2025 i.e. 32.0.101.6632. I was able to play for 30 minutes before the same problem occurred, i.e. the game suddenly crashed and without any error message.

I hope you can help me

Best regards

[ArielP_Intel]

Hello Bjorgvord,

Thank you for posting in the Intel Communities! I’m truly sorry to hear that you're still experiencing crashes with Horizon Forbidden West.

To help investigate the issue further, I’ve prepared a few questions for you. Please see them below:

1. What are your exact game settings?
2. What steps can we take to replicate the issue?
3. Did you have a different graphics card previously? If so, have you tried using DDU (Display Driver Uninstaller) and performed a clean installation of the Arc B580 drivers?
4. What other troubleshooting steps have you already attempted?

Your clarification on these points would be greatly appreciated. I look forward to hearing from you soon!

Best regards,

Ariel P.

Intel Customer Support Technician

[Bjorgvord]

Hi Ariel, thank you very much for taking up my request for support.

1)Mainly I set these graphics settings: Everything to ''Super'', motion blur intensity ''value 0'', XESS mode ''Ultra quality''. I also specify the game resolution ''1920x1080'', FPS locked to ''60'', Vsync ''Enabled''.
2)Simply just play, no matter where you are with the storyline or area. The problems started right away, as early as 5/10 minutes into the game. The crash time to date ranges from 5 minutes to 30 minutes. Only in one case was I able to play for 60 minutes without crashing. This problem also happened to me during an in-game movie. I specify another detail I noticed: the game freezes for a moment and then crashes. Once it crashes I do not receive any error message, only the Sony warning screen inviting me to send the ''Error Report''
3)No, I bought the computer new in January .So no other GPU previously installed.
4)In addition to testing with 3DMark, almost daily use with Blender (Cycles rendering engine), today I installed the latest version of the motherboard BIOS. I had noticed that the motherboard was still updated with the version that came out in December. I wouldn't know what else to do because otherwise the B580 GPU works fine.

I can add more details. I played 20 hours of ''Lords of The Fallen'' 2023, which uses ''Unreal Engine 5.'' I encountered this problem there as well, albeit 2/3 times. I am currently playing ''Metro Exodus Enhanced Edition,'' which uses the ''4A Engine,'' with RTX active as well. After more than 8 hours of playing, I have not encountered crashes but only an occasional graphical glitch. I wanted to add these details because they are 3 games using 3 different engines, so I hope this extra information can help find a solution.

Best regards

[ArielP_Intel]

Hello Bjorvord,

Thank you for your response and for addressing my questions. I understand that this issue may be a bit more complex. To ensure we provide the best assistance, I will be looking into this internally. Rest assured, I will provide you with an update as soon as it becomes available.

Best regards,

Ariel P.

Intel Customer Support Technician

[Bjorgvord]

Thank you very much, Ariel

Best regards

[Bjorgvord]

Hi Ariel,

if it helps I have more information. I tried to play Remnant 2, but after 20 minutes during an in-game movie I noticed strange artifacts on the screen and then the PC restarted itself. Checking in the event viewer I found this error log: ''The computer was restarted by an error check. Error check: 0x00000116 (0xffffb6094434c460, 0xfffff80249a41d60, 0xffffffffc0000001, 0x00000000000004.''

I hope it can help

Best regards

[JeanetteC_Intel]

Hello Bjorgvord,

Good day!

I tested the game for 4 hours of standard gameplay and had no crashes. I used Arc B580 on Windows 11 24H2 and driver 32.0.101.6647 (latest).

Please proceed with the following:

• Test this new driver (32.0.101.6647) after doing DDU reinstallation.
• Reinstall the game.
• Clear shader cache.
• Please confirm that the GPU, CPU and RAM are not being overclocked.
• If issue persists, run instructions as noted here for collecting crash dump files: https://community.intel.com/t5/Intel-ARC-Graphics/Need-help-Reporting-a-bug-or-issue-with-Arc-GPU-PLEASE-READ-THIS/m-p/1494429#M5057

I hope to hear from you soon.

Best regards,

JeanetteC.

Intel Customer Support Technician

[Bjorgvord]

Good morning JeanetteC,

I have performed all the steps and confirm that I do not have overclocked CPU and RAM. Unfortunately the crashing problem, on all video games using DirectX 11 and 12 has remained.
That's not all though!
I specify that I have the SPARKLE INTEL ARC B580 TITAN OC. This GPU has a base clock of 2740MHz, so higher than the ''Limited Edition'' version of the B580 which is the same at 2670MHz. So, through the official Intel Graphics Software prgram I lowered the Power Limit of my GPU by 10%, so the clock speed was lowered accordingly.
And by doing so, all the crashing problems disappeared. Apparently the current drivers cannot handle the higher frequency of the GPU than the base version, which is 2670MHz.

Thank you all very much for your help!

Best regards

[Ernesto_C_Intel1]

Hi @Bjorgvord, 

Thank you for sharing your insights and work around on this issue. Allow me some time to check the work around you've shared to address the crashing issue and your feedback with the current drivers. 

I'll provide you and update as soon as possible.

Regards, 

Ernesto C. 

Intel Customer Support Engineer

[ArielP_Intel]

Hello @Bjorgvord,

Thank you for sharing the details about the crashing issues with DirectX 11 and 12 games. After a thorough review, it appears that your GPU is not functioning as expected, and there are no further troubleshooting steps available.

Therefore, we recommend reaching out to your Point of Purchase or Sparkle to initiate a Return Merchandise Authorization (RMA) process. If your GPU is under warranty, they will guide you through the replacement process.

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

Best regards,

Ariel P.

Intel Customer Support Technician