System crashes when playing

[Crisg0112]

Hi,

Since changing graphics card from an RX6700 to ARC B580, i can no longer watch and play Honkai Star Rail at the same time.  My system keeps crashing.  I have tried uninstalling the driver on safe mode using DDU.

Specs:

AMD Ryzen 7 7700x

32Gb DDR5 3000

MSI B650I Edge Wifi MB.

Phanteks Revolt SFX 750W Gold

Windows 11 Pro

Any help is greatly appreciated.  Attaching my SSU.txt

Thank you

[Earl_Intel]

Hello Crisg0112,

Thank you for posting in the communities!

I'm sorry to hear that your system is giving you trouble. Please supply the information requested here so that we may better assist you and identify the best course of action:

• May I know if it still crashes when you are just playing Honkai Star Rail and not simultaneously watching?
• What digital gaming platform did you download Honkai Star Rail? is it on Hoyoverse website, Epic games, etc.
• Do the crashes happen on a certain level or map in the game?

Kindly provide us also the dump files for us to further investigate on the issue.

• Instruction link: Need help? Reporting a bug or issue with Arc GPU? - PLEASE READ THIS FIRST! - Intel Community

Best regards,

Earl E.

Intel Customer Support Technician

[Crisg0112]

Hi,

1. Yes still crashing
2. Hoyoverse application
3. Sometimes just the first battle other times i can play for 5-10 minutes then the whole system crashes.

I have provided the SSU already and will try to record gameplay and send it

[Earl_Intel]

Hi Crisg0112,

I wanted to check if you had the chance to review the questions I posted. Please let me know at your earliest convenience so that we can determine the best course of action to resolve this matter.

Best regards,

Earl E.

Intel Customer Support Technician

[Earl_Intel]

Hello Crisg0112,

Thank you for sharing this information with us.

I'll try to simulate the issue here on my end, kindly provide us the dump files when the game crashes and also the game settings you're using while playing Honkai: Star Rail.

You can check the link provided on how to get the dump files: Need help? Reporting a bug or issue with Arc GPU? - PLEASE READ THIS FIRST! - Intel Community

Best regards,

Earl E.

Intel Customer Support Technician

[Mike_Intel]

Hello Crisg0112,

I hope this message finds you well,

Just checking if you tried the steps in the link that we provided?

If yes, can you update us?

If you have questions, please let us know. Thank you.

Best regards,

Michael L.

Intel Customer Support Technician

[Earl_Intel]

Hi Crisg0112,

I have not heard back from you so I will close this inquiry now. If you need further assistance, please submit a new question as this thread will no longer be monitored.

Best regards,

Earl E.

Intel Customer Support Technician