poor performance under load

[NsaMoon]

ı have excalibur g770 laptop with  11th Gen Intel(R) Core(TM) i7-11600H @ 2.90GHz and 3050,

when ı play games my processer Ghz down to 1Ghz, ı am sure it is not about temperature because ı clean fans once a month. but ı downloaded core temp and there is 2 core above 90 degree but others like 75-80. I tired everythink like booting my win11, bios update, driver update. I realy dont know why this is happening. 

[JohnM_Intel]

Hello NsaMoon,

Thank you for raising your concern through the Intel Community.

To properly investigate the issue and better understand the situation, I would like to ask a few questions:

• Is your exact laptop model Excalibur G770 Gaming Laptop - Gaming PC | Casper?
• Where did you download the drivers?
• Could you provide more details about the issue where the CPU frequency drops to 1 GHz while playing games?
• Have you tried reaching out to the OEM (Original Equipment Manufacturer) regarding this concern?

To further assist you, I kindly ask you to download and run the Intel® System Support Utility (SSU) so we can review your complete system specifications.

Intel® System Support Utility for Windows*

Once the download is complete, please follow these steps:

1. Launch SSU.exe.
2. Under Scan, check the box Everything.
3. Click Scan.
4. After the scan is finished, click Next.
5. Click Save and send the generated report.

Once I receive the report and your answers to the questions above, I will proceed with further investigation.

Thank you, and I look forward to your response.

Regards,

John M.

Intel Customer Support Technician

[NsaMoon]

Hi JohnM_Intel,

1-  Excalibur gaming laptop

2- I download driver on https://www.casper.com.tr then ı update processer and graphic card with "intel Driver and support assistant, Nvidia app"

3- normally processer speed is between 3Ghz and 3,70Ghz. But when ı start a game and playing the about 2 minute processer occupancy/usage goes to 90-100% however graphic card like 20-30%.

4- No, ı didn't contact with Casper, because ı realy don't like their customer service.

The requested file is attached.

Thank you for your help,

Regards

[JohnM_Intel]

Hello NsaMoon,

Thank you for your response and for the clarification. To better isolate the issue, kindly provide the information below:

• What activity are you performing when the frequency drops?
• Was the system working properly before this issue started?
• When did you first notice the frequency drop?

Additionally, please try the following troubleshooting steps:

1. Test your system using the Intel® Processor Diagnostic Tool and provide the results.
2. Test your system using the generic graphics driver version 32.0.101.7084.

Once you have completed the steps above, please provide an update so I can assist you further.

Thank you for your cooperation.

Regards,

John M.

Intel Customer Support Technician

[NsaMoon]

Hello JhonM_Intel,

1- Frequency drop when ı start playing game.

2&3-Actually it is an old problem like about 2-3 year. when i realize there is a problem i sent my laptop to casper technical support team, they said they didn't find any problem and i ignore the problem since the technical support team said there was no problem, I continued to use my computer even though it was malfunctioning until 05.03.2026

Then my friend said to me, we have same laptop but why you cant even play game that ı can play with my pc.

After this conversation, I update my bios and all my driver after this process the problem is fixed and ı can play every game without any drop until 10.03.2026. That date windows install "Intel Corporation - Extension - 27.20.100.9565 " . After update ı tried to play game and problem starts again.

ı update my graphic driver to 32.0.101.7084.  but frequency still drop and my graphic card's(3050) usage still between 60%-5%  

Thank you for  helping.

[JohnM_Intel]

Hello NsaMoon,

Thank you for the detailed information and for explaining the timeline of the issue. I appreciate the effort you have taken to investigate your system’s behavior.

Based on your description, it appears that the issue initially returned after the Windows update installed Intel Corporation – Extension – 27.20.100.9565, and then resurfaced again later. To further isolate this issue, kindly follow the steps below:

1. Perform a clean installation of the graphics drivers using Display Driver Uninstaller (DDU) to completely remove the current graphics drivers, then reinstall the latest graphics drivers.
2. Check your power settings and ensure the system is set to High | Best Performance when gaming.

While you complete these steps, I will also check this internally so I can provide you with the next steps in our following interaction.

I’ll wait for your update once the steps have been performed.

Regards,

John M.

Intel Customer Support Technician

[JohnM_Intel]

Hello NsaMoon,

Thank you for your patience.

To help us further investigate the issue, I would like to gather a bit more information:

• Did you make any system changes or update any drivers before the issue started?
• Have you tried updating the BIOS on your system?
• When the processor frequency drops, do you notice any performance issues or system lag?

Additionally, you may find the following articles helpful for reference:

• Why the Processor Frequency is Operating Below the Base Frequency for...
• My Processor Constantly Runs at Low Frequency, Causes System Lag

Please let me know your findings so we can continue working on this together.

Regards,

John M.

Intel Customer Support Technician

[JohnM_Intel]

Hello NsaMoon,

I just wanted to follow up and see if you’ve had time to go through the information I posted. Please feel free to update me at your convenience so we can determine the next best steps.

Regards,

John M.

Intel Customer Support Technician

[JohnM_Intel]

Hello NsaMoon,

As I have not received a response from you, I will be closing this inquiry for now. If you require further assistance, please feel free to submit a new question, as this thread will no longer be monitored.

Additionally, I recommend reaching out to Casper, the OEM, as they have more detailed insights into your system configuration and may be able to provide more specialized support.

Thank you for your understanding.

Regards,

John M.

Intel Customer Support Technician