apex legends crashing *constantly* on NUC11PAHi5, bug somewhere in intel gfx driver

[timecop1818]

I've analyzed the minidumps created by the game and the crash is always inside igd10um64xe.

I'm on latest (2/15/2023) win10/11 driver version of Intel Xe graphics driver for NUC11 series.

Stack trace looks like this:

FILE_IN_CAB:  0a67a449-aa85-4ea8-9672-0d7c616aa933.dmp

CONTEXT:  (.ecxr)
rax=007ff9d8be87f000 rbx=0000024942efc370 rcx=00000249437e01e0
rdx=0000024942efc398 rsi=000002497e970200 rdi=0000024a0b8cefa0
rip=00007ff9d8cfef10 rsp=0000008b2329ddc8 rbp=00000249437e01c0
 r8=000002497e975a70  r9=00000249437e01d0 r10=00007ff9d8cfef10
r11=000002496a7d2050 r12=000002497e8ecc50 r13=000002497e970260
r14=000002497e970250 r15=000002497e972eb0
iopl=0         nv up ei pl nz na po nc
cs=0033  ss=002b  ds=002b  es=002b  fs=0053  gs=002b             efl=00010206
igd10um64xe!OpenAdapter10_2+0x18c880:
00007ff9`d8cfef10 ffe0            jmp     rax {007ff9d8`be87f000}
Resetting default scope

EXCEPTION_RECORD:  (.exr -1)
ExceptionAddress: 00007ff9d8cfef10 (igd10um64xe!OpenAdapter10_2+0x000000000018c880)
   ExceptionCode: c0000005 (Access violation)
  ExceptionFlags: 00000000
NumberParameters: 2
   Parameter[0]: 0000000000000000
   Parameter[1]: ffffffffffffffff
Attempt to read from address ffffffffffffffff

PROCESS_NAME:  r5apex.exe

READ_ADDRESS:  ffffffffffffffff 

ERROR_CODE: (NTSTATUS) 0xc0000005 - The instruction at 0x%p referenced memory at 0x%p. The memory could not be %s.

EXCEPTION_CODE_STR:  c0000005

EXCEPTION_PARAMETER1:  0000000000000000

EXCEPTION_PARAMETER2:  ffffffffffffffff

STACK_TEXT:  
0000008b`2329ddc8 00007ff9`d8bed0ba     : 00000249`416668e0 0000024a`0b8cefa0 00000249`7e970200 00000249`7e970200 : igd10um64xe!OpenAdapter10_2+0x18c880
0000008b`2329ddd0 00007ff9`d8be9026     : 0000024a`8fe198b0 00000249`e9d06a00 0000024a`8fe198b0 00000249`7e96f8c0 : igd10um64xe!OpenAdapter10_2+0x7aa2a
0000008b`2329deb0 00007ff9`d8bd6e85     : 00000249`7e96edd0 00000000`00000000 00000249`7e96f8f8 00000249`7e96f8f8 : igd10um64xe!OpenAdapter10_2+0x76996
0000008b`2329e0d0 00007ff9`d8bd4939     : 00000000`00000000 00000249`7e96edd0 00000000`00000000 00000000`00000000 : igd10um64xe!OpenAdapter10_2+0x647f5
0000008b`2329e1f0 00007ff9`d8bd387c     : 00000000`00000000 00000249`7e96edd0 00000000`00000001 ffffffff`ffffffff : igd10um64xe!OpenAdapter10_2+0x622a9
0000008b`2329e250 00007ff9`d8bd2ba5     : 0000008b`2329e3a0 0000008b`2329eb00 00000249`7e96edd0 00000249`7ea913c0 : igd10um64xe!OpenAdapter10_2+0x611ec
0000008b`2329e2b0 00007ff9`d8bcaa72     : 00000249`7e96edd0 0000008b`2329e2e0 00000249`7ea95d10 00000249`7ea8ff00 : igd10um64xe!OpenAdapter10_2+0x60515
0000008b`2329e2e0 00007ff9`d8d4738d     : 00000249`7ea90598 00000000`00000001 00000000`00000000 00000000`00000000 : igd10um64xe!OpenAdapter10_2+0x583e2
0000008b`2329e340 00007ff9`d8b17243     : 00000249`7ea8ff00 00000249`7ea8ff00 00000000`00000001 00000249`7e95fce0 : igd10um64xe!OpenAdapter10_2+0x1d4cfd
0000008b`2329e3d0 00007ff9`d8e90d8c     : 00000249`824f7160 00000000`00000001 00000249`7ea8ff00 00000249`7ea8ff00 : igd10um64xe+0x77243
0000008b`2329e440 00007ff9`d8e900c1     : 00000249`7ea8ff00 00000249`7ea8ff00 0000008b`2329eef0 00000000`00000000 : igd10um64xe!OpenAdapter_D3D11On12+0x10416c
0000008b`2329e470 00007ff9`d8e908c5     : 0000008b`2329eb00 0000008b`2329eb00 00000249`7ea96fa0 00000249`7ea86010 : igd10um64xe!OpenAdapter_D3D11On12+0x1034a1
0000008b`2329e9c0 00007ff9`df584eb1     : 0000008b`2329eb00 00000249`7ea4dab0 00000249`82505688 00000249`f9bca040 : igd10um64xe!OpenAdapter_D3D11On12+0x103ca5
0000008b`2329ea80 00007ff9`df583c46     : 00000249`7ea4d598 0000008b`2329ef50 0000008b`00000001 0000008b`2329ed18 : d3d11!NDXGI::CDevice::PresentImpl+0x11b1
0000008b`2329ecc0 00007ff9`e5be89f7     : 00000249`5d822700 0000008b`2329ef50 0000008b`00000001 00000249`82505688 : d3d11!NDXGI::CDevice::Present+0xf6
0000008b`2329edf0 00007ff9`e5be6a0b     : 00000249`642d4aa8 00000000`00000000 00000000`00000000 00007ff9`00000005 : dxgi!CDXGISwapChain::PresentImplCore+0x1ef7
0000008b`2329f730 00007ff9`e5bd16b0     : 00000249`00000000 00000249`64375e10 0000008b`2329f8d0 00000000`00000000 : dxgi!CDXGISwapChain::PresentImpl+0xcb
0000008b`2329f7d0 00007ff9`87bdd7aa     : 00000000`00000000 00000000`00000000 00000000`00000001 00000000`000002d0 : dxgi!CDXGISwapChain::Present+0xd0
0000008b`2329f960 00007ff9`87bf1b64     : 00000000`00000000 00007ff9`d8b742d3 0000008b`2329fbf0 00000000`00000000 : IGO64!Unload+0x46ca
0000008b`2329fb90 00007ff9`87beea15     : 00000000`00000000 00000000`00000000 00007ff6`545e0280 00007ff6`48920000 : IGO64!Unload+0x18a84
0000008b`2329fc00 00007ff6`48ce6527     : 00000000`00000000 00000000`00000000 00000249`7ea96fa0 00007ff6`00000000 : IGO64!Unload+0x15935
0000008b`2329fc80 00007ff6`48b46c26     : 00007ff6`519253c0 00000004`6c10b0c1 00000000`00137060 00007ff6`48b462c0 : r5apex+0x3c6527
0000008b`2329fd10 00007ff6`48cf02af     : 00136d40`001370f0 00000000`00000000 ffffffff`ffffffff ffffffff`ffffffff : r5apex+0x226c26
0000008b`2329fd40 00007ff6`48d84bdd     : 00000000`00000000 00000000`669e000c 00000000`00000000 00000000`00000000 : r5apex+0x3d02af
0000008b`2329fda0 00007ff9`e85f7614     : 00000000`00000000 00000000`00000000 00000000`00000000 00007ff6`48d84ba0 : r5apex+0x464bdd
0000008b`2329fde0 00007ff9`e9c626a1     : 00000000`00000000 00000000`00000000 00000000`00000000 00000000`00000000 : kernel32!BaseThreadInitThunk+0x14
0000008b`2329fe10 00000000`00000000     : 00000000`00000000 00000000`00000000 00000000`00000000 00000000`00000000 : ntdll!RtlUserThreadStart+0x21


SYMBOL_NAME:  igd10um64xe+18c880

MODULE_NAME: igd10um64xe

IMAGE_NAME:  igd10um64xe.DLL

STACK_COMMAND:  ~31s; .ecxr ; kb

FAILURE_BUCKET_ID:  INVALID_POINTER_READ_c0000005_igd10um64xe.DLL!Unknown

OS_VERSION:  10.0.19041.1

BUILDLAB_STR:  vb_release

OSPLATFORM_TYPE:  x64

OSNAME:  Windows 10

IMAGE_VERSION:  31.0.101.3790

FAILURE_ID_HASH:  {b7f93783-b942-68da-b1ad-bc462491ccb6}

Followup:     MachineOwner
---------

and like this:

FILE_IN_CAB:  f61b3e37-f031-4315-bfbc-b7a2dd3ce8de.dmp

CONTEXT:  (.ecxr)
rax=0000000000000000 rbx=000001a6c59a9520 rcx=000001a6c59a6188
rdx=000001a6ee632170 rsi=000001a6c59a6188 rdi=000001a77d91cdd0
rip=00007ff9d8bedd6e rsp=000000107269ddf0 rbp=000001a6c59a6130
 r8=000001a77d91cde0  r9=000001a6ee632180 r10=00007ff9d8cfef10
r11=000001a6934156e0 r12=000001a692e1dbc0 r13=000001a6c59a6198
r14=000001a6ee632170 r15=000001a6c59a9520
iopl=0         nv up ei pl nz na po nc
cs=0033  ss=002b  ds=002b  es=002b  fs=0053  gs=002b             efl=00010206
igd10um64xe!OpenAdapter10_2+0x7b6de:
00007ff9`d8bedd6e 80781900        cmp     byte ptr [rax+19h],0 ds:00000000`00000019=??
Resetting default scope

EXCEPTION_RECORD:  (.exr -1)
ExceptionAddress: 00007ff9d8bedd6e (igd10um64xe!OpenAdapter10_2+0x000000000007b6de)
   ExceptionCode: c0000005 (Access violation)
  ExceptionFlags: 00000000
NumberParameters: 2
   Parameter[0]: 0000000000000000
   Parameter[1]: 0000000000000019
Attempt to read from address 0000000000000019

PROCESS_NAME:  r5apex.exe

READ_ADDRESS:  0000000000000019 

ERROR_CODE: (NTSTATUS) 0xc0000005 - The instruction at 0x%p referenced memory at 0x%p. The memory could not be %s.

EXCEPTION_CODE_STR:  c0000005

EXCEPTION_PARAMETER1:  0000000000000000

EXCEPTION_PARAMETER2:  0000000000000019

STACK_TEXT:  
00000010`7269ddf0 00007ff9`d8bed058     : 000001a7`7d91cdd0 000001a7`7d91cdd0 000001a6`c59a6138 000001a6`c59a6138 : igd10um64xe!OpenAdapter10_2+0x7b6de
00000010`7269de20 00007ff9`d8be9026     : 000001a7`719fdc10 000001a7`aca83710 000001a7`719fdc10 000001a6`c59a5f30 : igd10um64xe!OpenAdapter10_2+0x7a9c8
00000010`7269df00 00007ff9`d8bd6e85     : 000001a6`c59a5440 00000000`00000000 000001a6`c59a5f68 000001a6`c59a5f68 : igd10um64xe!OpenAdapter10_2+0x76996
00000010`7269e120 00007ff9`d8bd4939     : 00000000`00000000 000001a6`c59a5440 00000000`00000000 00000000`00000000 : igd10um64xe!OpenAdapter10_2+0x647f5
00000010`7269e240 00007ff9`d8bd387c     : 00000000`00000000 000001a6`c59a5440 00000000`00000001 ffffffff`ffffffff : igd10um64xe!OpenAdapter10_2+0x622a9
00000010`7269e2a0 00007ff9`d8bd2ba5     : 00000010`7269e3f0 00000010`7269eb50 000001a6`c59a5440 000001a6`c58e5220 : igd10um64xe!OpenAdapter10_2+0x611ec
00000010`7269e300 00007ff9`d8bcaa72     : 000001a6`c59a5440 00000010`7269e330 000001a6`c58e9b70 000001a6`c58e3d60 : igd10um64xe!OpenAdapter10_2+0x60515
00000010`7269e330 00007ff9`d8d4738d     : 000001a6`c58e43f8 00000000`00000001 00000000`00000000 00000000`00000000 : igd10um64xe!OpenAdapter10_2+0x583e2
00000010`7269e390 00007ff9`d8b17243     : 000001a6`c58e3d60 000001a6`c58e3d60 00000000`00000001 000001a6`c5996070 : igd10um64xe!OpenAdapter10_2+0x1d4cfd
00000010`7269e420 00007ff9`d8e90d8c     : 000001a7`03a85fc0 00000000`00000001 000001a6`c58e3d60 000001a6`c58e3d60 : igd10um64xe+0x77243
00000010`7269e490 00007ff9`d8e900c1     : 000001a6`c58e3d60 000001a6`c58e3d60 00000010`7269ef40 00000000`00000000 : igd10um64xe!OpenAdapter_D3D11On12+0x10416c
00000010`7269e4c0 00007ff9`d8e908c5     : 00000010`7269eb50 00000010`7269eb50 000001a6`c58eae00 000001a6`c58d9e70 : igd10um64xe!OpenAdapter_D3D11On12+0x1034a1
00000010`7269ea10 00007ff9`df584eb1     : 00000010`7269eb50 000001a6`c58ad1b0 000001a7`03a96058 000001a7`9e0d74b0 : igd10um64xe!OpenAdapter_D3D11On12+0x103ca5
00000010`7269ead0 00007ff9`df583c46     : 000001a6`c58acc98 00000010`7269efa0 00000010`00000001 00000010`7269ed68 : d3d11!NDXGI::CDevice::PresentImpl+0x11b1
00000010`7269ed10 00007ff9`e5be89f7     : 000001a6`89191b00 00000010`7269efa0 00000010`00000001 000001a7`03a96058 : d3d11!NDXGI::CDevice::Present+0xf6
00000010`7269ee40 00007ff9`e5be6a0b     : 000001a6`8dbc7e28 00000000`00000000 00000000`00000000 00007ff9`00000005 : dxgi!CDXGISwapChain::PresentImplCore+0x1ef7
00000010`7269f780 00007ff9`e5bd16b0     : 000001a6`00000000 000001a6`8b05e200 00000010`7269f920 00000000`00000000 : dxgi!CDXGISwapChain::PresentImpl+0xcb
00000010`7269f820 00007ff9`87bdd7aa     : 00000000`00000000 00000000`00000000 00000000`00000001 00000000`000002d0 : dxgi!CDXGISwapChain::Present+0xd0
00000010`7269f9b0 00007ff9`87bf1b64     : 00000000`00000000 00007ff9`d8b742d3 00000010`7269fc40 00000000`00000000 : IGO64!Unload+0x46ca
00000010`7269fbe0 00007ff9`87beea15     : 00000000`00000000 00000000`00000000 00007ff6`545e0280 00007ff6`48920000 : IGO64!Unload+0x18a84
00000010`7269fc50 00007ff6`48ce6527     : 00000000`00000000 00000000`00000000 000001a6`c58eae00 00007ff6`00000000 : IGO64!Unload+0x15935
00000010`7269fcd0 00007ff6`48b46c26     : 00007ff6`519253c0 00000006`cb16d42e 00000000`000fb170 00007ff6`48b462c0 : r5apex+0x3c6527
00000010`7269fd60 00007ff6`48cf02af     : 000fae50`000fb3a8 00000000`00000000 ffffffff`ffffffff ffffffff`ffffffff : r5apex+0x226c26
00000010`7269fd90 00007ff6`48d84bdd     : 00000000`00000000 00000000`8f5f000c 00000000`00000000 00000000`00000000 : r5apex+0x3d02af
00000010`7269fdf0 00007ff9`e85f7614     : 00000000`00000000 00000000`00000000 00000000`00000000 00007ff6`48d84ba0 : r5apex+0x464bdd
00000010`7269fe30 00007ff9`e9c626a1     : 00000000`00000000 00000000`00000000 00000000`00000000 00000000`00000000 : kernel32!BaseThreadInitThunk+0x14
00000010`7269fe60 00000000`00000000     : 00000000`00000000 00000000`00000000 00000000`00000000 00000000`00000000 : ntdll!RtlUserThreadStart+0x21


SYMBOL_NAME:  igd10um64xe+7b6de

MODULE_NAME: igd10um64xe

IMAGE_NAME:  igd10um64xe.DLL

STACK_COMMAND:  ~31s; .ecxr ; kb

FAILURE_BUCKET_ID:  NULL_CLASS_PTR_READ_c0000005_igd10um64xe.DLL!Unknown

OS_VERSION:  10.0.19041.1

BUILDLAB_STR:  vb_release

OSPLATFORM_TYPE:  x64

OSNAME:  Windows 10

IMAGE_VERSION:  31.0.101.3790

FAILURE_ID_HASH:  {f8e964b3-75eb-5ce3-3412-45fecceb0edf}

Followup:     MachineOwner
---------

etc.

I've turned down all the details to low/off and running at 1280x720 resolution windowed or not, it makes no difference.

[Steven_Intel]

Hello timecop1818,

Thank you for posting on the Intel® communities.

I am sorry you are having issues with your Intel® NUC11PAHi5 graphics, I will be glad to assist you.

Please provide the following information:

• Do you receive any error/message code when the crash occurs?
• Is the issue happening with other games as well?
• Is the game update and with the latest patches?

As well, even though you already have the latest graphics driver installed, please perform a clean installation and let me know if it changes anything.

Graphics driver 31.0.101.3790: https://www.intel.com/content/www/us/en/download/768948/intel-graphics-dch-driver-for-windows-10-windows-11-for-the-intel-nuc-11-performance-kits-mini-pcs-nuc11pa.html

Clean installation instructions: https://www.intel.com/content/www/us/en/support/articles/000057389/graphics.html

Best regards,

Steven G.

Intel Customer Support Technician.

[timecop1818]

> Do you receive any error/message code when the crash occurs?

 Game just quits without any indication. I already posted the minidump analysis. No, there's no error message but the crash reporter creates a dump file.

> Is the issue happening with other games as well?

I have no idea, I don't play any other games.

> Is the game update and with the latest patches?

It auto-updates and cannot be played unless updated, so yes.

This is a clean windows 10 install, with latest driver. Not some system that's been upgraded over and over. I know how to do clean gpu drivers install, and it makes no difference.

FWIW, running the game in (beta) DX12 mode does not crash (so far, with limited testing), so if I had to guess, the problem is somewhere in the driver which handles stuff below DX12.

[Steven_Intel]

Many thanks for your detailed response.

In order to investigate this further, please download the Intel® SSU https://downloadcenter.intel.com/download/25293/Intel-System-Support-Utility-for-Windows- 

Open the application and select "Everything", click on "Scan" to see the system and device information. By default, Intel® SSU will take you to the "Summary View". Click on the menu where it says "Summary" to change to "Detailed View". To save your scan, click on "Next", then "Save". Please attach the file to your reply.

Best regards,

Steven G.

Intel Customer Support Technician.

[timecop1818]

Here it is.

[Steven_Intel]

Many thanks for your reply.

I will keep working on this. As soon as I have an update, I will let you know.

Best regards,

Steven G.

Intel Customer Support Technician.

[Steven_Intel]

Hello timecop1818,

Please try the following settings and let me know of the outcome:

 

 

Best regards,

Steven G.

Intel Customer Support Technician.

[timecop1818]

Isn't this literally copy paste from https://gameplay.intel.com/games/apex-legends ? Come on guys, such low effort.

I provided driver crash dumps and detailed info, you get back to me with stuff I've already seen myself.

The duplication is pretty **bleep** simple. Load up apex in default settings, configure them as shown @ above website, and go play and watch it crash.

If you want more crash dumps like I said, I can provide them.

[Steven_Intel]

Many thanks for your reply.

We always need to verify that basic troubleshooting has been performed before we proceed to investigate further, otherwise I would have not asked you to try those settings.

I will keep working on this, as soon as there is an update, I will let you know. Thank you for your patience.

Best regards,

Steven G.

Intel Customer Support Technician.

[Steven_Intel]

Hello timecop1818,

Many thanks for your patience.

We have tried to replicate the issue, but the system is not crashing. There are some articles that suggest upgrading to Windows 11. Have you tried this by any chance?

Please check the following article (https://www.intel.com/content/www/us/en/support/articles/000089855/graphics.html) that suggest installing driver 31.0.101.2114.

We have also found out that having 32 GB of RAM in the system does cause some stuttering. If we reduce the RAM, it runs smoothly.

When doing the test, we have confirmed it works fine with DX12. Is there any reason why you do not use DX12?

Best regards,

Steven G.

Intel Customer Support Technician.

[timecop1818 · Accepted solution]

Hi,

Thanks for follow up.

> We have tried to replicate the issue, but the system is not crashing.

There's been several .exe updates since this post, and it's possible that the crash condition might have changed.

> There are some articles that suggest upgrading to Windows 11. 

Win11 is not usable for various reasons.

> We have also found out that having 32 GB of RAM in the system does cause some stuttering.

Yeah, I noticed this, during initial asset loading, the system stutters way more than it should, but once things are loaded its fine. Unfortunately, since I routinely run VMs that need 8-16GB RAM, going anywhere below 32 would not be acceptable. I'll just deal with it.

> When doing the test, we have confirmed it works fine with DX12. Is there any reason why you do not use DX12?

Right, and that's what I ended up doing. So far I've had one crash to desktop in the last several weeks with DX12 and that was an apex crash (inside r5apex.exe) and not graphics driver related.

So I'm going to go ahead and accept this as solution, if having issues on Xe, just switch the game to (beta) DX12 mode.

Thanks for your time.

[Steven_Intel]

Many thanks for confirming no assistance is needed. Since the thread is now solved, we will close it. 

If you need any additional information, please submit a new question, as this thread will no longer be monitored.  

Best regards,

Steven G.

Intel Customer Support Technician.