Game Troubleshooting for Intel® Graphics Products

Documentation

Troubleshooting

000005746

03/15/2022

If you are having trouble with a game, follow the recommendations for troubleshooting the problem.

Click or the topic for details:

Identify the problem

Take note of error messages, symptoms, and what you were doing when the problem occurred. Can you replicate the problem? This information is critical for determining the issue affecting your system.

Note If you are running the game for the first time on your current configuration, consider reducing the in-game settings or running the game in windowed mode. Performance can improve in some situations.
Is the issue with the game a new problem?

Check first to see if the problem you are experiencing has already been reported to the game developers, the original equipment manufacturer (OEM) of your system, or Intel.

Do a quick online search using the title of the game, a description of your problem, or any error message displayed. Check the Internet to see if others have reported the same issue, and if a solution is posted. Another good resource is the Intel Graphics Communities site.

Check game forums, official fan sites, and official support sites. These web resources can help you troubleshoot and correct issues you encounter with a specific game.

Update your game

Games that require an always-connected system, multi-player, or massively multi-player online (MMO) automatically update when you connect to their servers. However, single player games can have optional updates pushed out by their developer. Check the game Web site or use the provided game updating tool to make sure that the game is up-to-date.

Update your drivers

Contact your computer manufacturer for the latest driver updates. If drivers are not available from your manufacturer, you can browse for the appropriate driver on Download Center, or you can use the Intel® Driver & Support Assistant (Intel® DSA) to have your system automatically find and install the latest compatible drivers.

Microsoft Windows* Update:
Completely uninstall the current display driver being used by your system.

  1. Go to Windows Device Manager > Display Adapters . Right-click on Uninstall the driver.
  2. If prompted to delete all related files of the driver, select the check box and continue with the uninstall.
  3. Restart your computer and open up Windows Update.
  4. Click Intel Display Driver, or Display Driver and follow steps to install.
  5. Restart your system.
Update your BIOS

Download the latest BIOS update for your system directly from your OEM. A BIOS update can fix compatibility issues between your motherboard and processor, and can also improve overall performance.

Other items to check
Check the power plan settings
  • Press Windows + R.
  • In the Run window, type powercfg.cpl and press OK.
  • Under Choose or customize a power plan, the currently selected power plan is displayed (set to Balanced by default). To the right of the current power plan, select the option for Change plan settings.
  • Click Change advanced power settings.
  • Scroll down, find Processor power management and expand it.
  • Expand Maximum processor state.
  • Double-click On battery and set the value to 100, then do the same for Plugged in.
  • Click Apply, then click OK to exit.
Turn off the Windows Game Bar and Game DVR.
  • Press Windows + S.
  • In the Windows search box type Game bar settings and press Enter.
  • Under Control how Game Bar opens and recognizes your game turn off the option for Record game clips, screenshots and broadcast using Game bar
  • From the left had menu, directly below Game Bar, select Game DVR.
  • Turn off the Record in the background while I’m playing a game setting.

 

Note
  1.  Intel® Processor Graphics settings recommended on Gameplay - Intel for each game.
  2. If applicable, test the configuration without the dedicated video card, using just the Intel® Processor Graphics.
Gather information and contact Intel Customer Support

If the self-help processes in this document have not resolved your problem, gather the following information and contact Intel Support. Or, you can submit the issue directly to Intel Graphics Communities.

Note Investigation resources assigned for older games or older graphics products will not be likely unless the specific behavior also occurs on newer Intel® Graphics Controllers. Keep this in mind when posting questions on the Intel® Graphics Community. Thank you.

System and monitor information

  • The full make/model of your system, or motherboard if your system is custom built.
  • Full make/model of the monitor you are connecting to.
  • Your monitor connection type. Examples: HDMI, VGA, DVI, DisplayPort.

Problem statement

Submit screenshots or video of the issue as it occurs, with an explanation of the problem and any error messages you received. If you cannot capture screenshots or video, at minimum, provide step-by-step actions that allow us to reproduce the problem.

Reports

Run these reports and attach them to your support request so that we can see critical system information. Here are the reports that are needed and how to access them.

Intel® Graphics Driver:

  1. Press Ctrl + Alt + F12.
  2. Click Options.
  3. Click Information Center.
  4. Click Save.
  5. Name file and select location to save report.

DirectX* Diagnostic (DxDiag):

  1. Click Start.
  2. Type DxDiag in the search box and click DxDiag when it displays.
  3. Click Save All Information.

System Information:

  1. Click Start.
  2. Type msinfo32 in the search box. Click msinfo32.exe when it displays.
  3. Save.
Related topics

Optimize popular games to play on Intel® Graphics

General Information about Windows* DCH Drivers for Intel® Graphics