10 Replies Latest reply on Sep 16, 2016 11:50 AM by Intel Corporation

    Frequent crash when playing FINAL FANTASY X/X-2 HD Remaster with Intel HD Graphics 5500

    Carolos

      Hi, I have problems with playing FINAL FANTASY X/X-2 HD Remaster. The game itself does not require a very high-end graphic card. In fact, I can run in 30 fps (which is the highest framerate possible for the game) with a medium graphic setting in 720p. However, the game frequently crashes when scene changes or in the middle of a real-time animation. The frame just suddenly freezes and then the game crashes without giving any error message. I have tried to set all graphic options to low, the frequency may decrease a little, but the crash remains.

       

      My laptop:

      • Windows 10 Pro build 14393.51 (The Aniversary version)
      • Intel Core i5-5300u @ 2.30GHz
      • Intel HD 5500 graphics with driver version 15.40.25.4463
      • 8 GB RAM

       

      Is there any way to solve this problem? I also learn from the internet that many people using a Intel gpu encounter the same problem as mine. Will there be an update of the drive to solve this? Thanks.

        • 1. Re: Frequent crash when playing FINAL FANTASY X/X-2 HD Remaster with Intel HD Graphics 5500
          Intel Corporation
          This message was posted on behalf of Intel Corporation

          Hello Carolos:
           
          On the following link you will be able to find the latest version of the graphics driver for the Intel® HD Graphics 5500 controller:
           
          Driver 4474:
           
          https://downloadcenter.intel.com/download/26099/Intel-Beta-Graphics-Driver-for-Windows-10-and-Windows-7-8-1-15-40-?product=86210
           
          What is the model of the motherboard?
           
          What is the model of the processor?
           
          If this is a laptop, what is the model of it?
           
          Any questions, please let me know.
           
          Alberto

          • 2. Re: Frequent crash when playing FINAL FANTASY X/X-2 HD Remaster with Intel HD Graphics 5500
            Carolos

            Thanks for reply.

            I have tried the latest driver, however the problem remains. The model of my laptop is "X1 Carbon (Type 20BS) Laptop (ThinkPad)".

            • 3. Re: Frequent crash when playing FINAL FANTASY X/X-2 HD Remaster with Intel HD Graphics 5500
              Intel Corporation
              This message was posted on behalf of Intel Corporation

              Hello Carolos:

              Thank you very much for providing that information.

              I was checking the specifications of the laptop, and it says that the laptop is fully compatible with Windows® 7 or 8.1,  Windows® 10 it is not listed, so that might be the reason why it is not working properly, as you can confirm in here:

              https://support.lenovo.com/cr/en/documents/pd100511

              However, since the graphics driver 4474 did not work properly, we can try the graphics drivers from the following link, it is directly from Lenovo:

              http://support.lenovo.com/cr/en/products/Laptops-and-netbooks/ThinkPad-X-Series-laptops/ThinkPad-X1-Carbon-20BS-20BT/downloads/DS103422

              Also I found a firmware update for the monitor, we can try that driver as well:

              http://support.lenovo.com/cr/en/products/Laptops-and-netbooks/ThinkPad-X-Series-laptops/ThinkPad-X1-Carbon-20BS-20BT/downloads/DS103610

              Another option, will be to use the Inbox drivers, that get installed when you install Windows® or when you do a Windows® update.

              Once you tried the options above, if the problem remains, then the best thing to do will be to get in contact with Lenovo directly to check if they have an specific driver for this problem, or any other solution.

              Lenovo’s phone number: 855-253-6686

              Lenovo’s support page: http://support.lenovo.com

              Any questions, please let me know.

              Alberto

              • 4. Re: Frequent crash when playing FINAL FANTASY X/X-2 HD Remaster with Intel HD Graphics 5500
                Carolos

                Thanks for that.

                 

                In fact, I have tried the driver from lenovo before, however the problem is still there. Just now I tried the driver for the monitor, but it doesn't work as well.

                 

                Also,I don't think it is a individual problem of my laptop. Many people talk about the problem on the internet, for example here: Preventing crashes on Intel graphics. :: FINAL FANTASY X/X-2 HD Remaster General Discussions . I think the problem is from the driver provided by intel. Can you test it at your end?

                 

                Hoping for your reply.

                • 5. Re: Frequent crash when playing FINAL FANTASY X/X-2 HD Remaster with Intel HD Graphics 5500
                  Intel Corporation
                  This message was posted on behalf of Intel Corporation

                  Hello Carolos:

                  Sure, we can test it, actually we will try now to replicate the issue, for us to do that, even though you already provided some information, we need to gather some more details to try to use the same components you have.

                  From the following chart, please try to fill as much information as you can, so we can get some details about the problem:
                                                                                                                                                                                                                                                                                            

                  CategoryQuestionsAnswers (N/A if not applicable)
                  DescriptionProvide a detailed description of the issue
                  Please place an X to the right of the option showing how often you see this issue using specific steps. (Ex: 'Every few times a game is started it flickers.' <- This would be "Often")Always (100%):
                     Often (51-99%):
                     Sporadic (20-50%):
                     Very Sporadic (<20%):
                  Hardware (HW)Brand and Model of the system.
                  Hybrid or switchable graphics system?
                     ie Does it have AMD or NV graphics too?
                  Make and model of any Displays that are used to see the issue (see note2 below).
                     LFP
                  = Local Flat Panel (Laptop panel)
                     EFP = External Flat Panel (Monitor you plug in)
                  How much memory [RAM] in the system (see note2 below).
                  Provide any other hardware needed to replicate the issue.
                     ie: Cables&brand, cable type [vga, hdmi, DP, etc], dock, dongles/adapters, etc
                  Hardware Stepping (see note1 below).
                  Software (SW)Operating System version (see note2 below).
                  VBIOS (video BIOS) version. This can be found in “information page” of CUI (right click on Desktop and select “Graphics Properties”.
                  Graphics Driver version; for both integrated Intel and 3rd party vendors (see note2 below).
                  SW or Apps version used to replicate the issue.
                  ConfigurationsSingle display, clone, or extended (see note2 below).
                  Display resolution & refresh rate setting of each display (see note2 below).
                  AC or DC mode, i.e. is power cable plugged in or not?
                  How to reproPlease provide steps to replicate the issue.  These steps are very crucial to finding the root cause and fix.
                     A screenshot to illustrate the issue is a huge plus. A video of the failure is even better! Attach to the post or provide the YouTube link.
                   
                      
                  1.   
                  2.   
                  3.   
                  4.   
                  5.  
                     ...



                  Besides that, Right click anywhere on the desktop and look for the option: Intel® HD Graphics control panel, once you open that, choose "options and support", then select "information center", and then choose where it says "file" at the bottom, you will get a text file, please attach it to this thread, so we can verify it.

                  And finally, please install the SSU tool (System Support Utility), so I can get that information.

                  You will be able to download it on the following link:

                  https://downloadcenter.intel.com/download/25293/Intel-System-Support-Utility

                  Once you do that, the tool will allow you to save the information as a file, so, once you save it, please also attach it to this thread, in order for us to see it.

                  All that information is really important to us, in order to try to find a possible fix for this issue.

                  Any questions, please let me know.

                  Alberto

                  • 6. Re: Frequent crash when playing FINAL FANTASY X/X-2 HD Remaster with Intel HD Graphics 5500
                    Carolos

                    Hello, here are the things you required.

                     

                    Category

                    Questions

                    Answers (N/A if not applicable)

                    Description

                    Provide a detailed description of the issue

                    Problem with running FINAL FANTASY X/X-2 HD Remaster (steam version). The game frequently crashes when the scene changes or in the middle of a real-time animation. The frame just suddenly freezes and then the game crashes without giving any error message. Also, if you do not set all graphic options to low, you cannot pass the opening scene. The crash is not that random, it occurs at specific moment, such as the opening scene.

                    Please place an X to the right of the option showing how often you see this issue using specific steps. (Ex: 'Every few times a game is started it flickers.' <- This would be "Often")

                    Always (100%): X (Opening scene without setting the graphic options to low)
                    Often (51-99%): X (During the game)
                    Sporadic (20-50%):
                    Very Sporadic (<20%):

                    Hardware (HW)

                    Brand and Model of the system.

                    Laptop: Thinkpad X1 Carbon (20BS0032US)

                    • CPU: Intel Core i5-5300u @ 2.30GHz
                    • Intel HD 5500 graphics

                    Hybrid or switchable graphics system?
                    ie Does it have AMD or NV graphics too?

                    No

                    Make and model of any Displays that are used to see the issue (see note2 below).
                    LFP
                    = Local Flat Panel (Laptop panel)
                    EFP = External Flat Panel (Monitor you plug in)

                    LFP

                    How much memory [RAM] in the system (see note2 below).

                    8GB

                    Provide any other hardware needed to replicate the issue.
                    ie: Cables&brand, cable type [vga, hdmi, DP, etc], dock, dongles/adapters, etc

                    N/A

                    Hardware Stepping (see note1 below).

                    4

                    Software (SW)

                    Operating System version (see note2 below).

                    Windows 10 Pro build 14393.51

                    VBIOS (video BIOS) version. This can be found in “information page” of CUI (right click on Desktop and select “Graphics Properties”.

                    1035.1

                    Graphics Driver version; for both integrated Intel and 3rd party vendors (see note2 below).

                    Intel Graphics Driver version: 20.19.15.4474

                    SW or Apps version used to replicate the issue.

                    FINAL FANTASY X/X-2 HD Remaster (the latest version from steam)

                    Configurations

                    Single display, clone, or extended (see note2 below).

                    single display

                    Display resolution & refresh rate setting of each display (see note2 below).

                    The display resolution of the operating system is 1920*1080

                    Change of the game’s resolution doesn’t solve the problem.

                    AC or DC mode, i.e. is power cable plugged in or not?

                    The issue is found in both mode.

                    How to repro

                    Please provide steps to replicate the issue. These steps are very crucial to finding the root cause and fix.
                    A screenshot to illustrate the issue is a huge plus. A video of the failure is even better! Attach to the post or provide the YouTube link.

                    The reproduction of the issue is rather simple. At the launcher of the game, set the graphic settings to medium or high with a display resolution of 1280*720 in windowed mode (though the resolution doesn’t have any effect on the issue), then run the game. Without any input, the game would play the opening scene automatically. If the issue is still there, then the game would crash in the middle of the real-time animation.

                    The crash during the game is a little bit random. However if you test it for about one hour, it would occur for sure.

                    • 7. Re: Frequent crash when playing FINAL FANTASY X/X-2 HD Remaster with Intel HD Graphics 5500
                      Intel Corporation
                      This message was posted on behalf of Intel Corporation

                      Hello Carolos:
                       
                      Thank you very much for providing all those details, they will be very useful for us in order to try to replicate the issue.
                       
                      As soon as I get a possible resolution for this problem, I will post that information on this thread.
                       
                      Any questions, please let me know.
                       
                      Alberto
                       

                      • 8. Re: Frequent crash when playing FINAL FANTASY X/X-2 HD Remaster with Intel HD Graphics 5500
                        Intel Corporation
                        This message was posted on behalf of Intel Corporation

                        Hello Carolos:
                         
                        I just wanted to let you know we are still doing the investigation on this matter in order to try to get a possible fix for this issue.
                         
                        We also wanted to confirm if the problem is related to FINAL FANTASY X or FINAL FANTASY X-2, or if the problem happens on both games?
                         
                        In the mean time, please try the following driver, it is version 4501, and please let us know the results:
                         
                        https://downloadcenter.intel.com/download/26228/Intel-Graphics-Driver-for-Windows-10-and-Windows-7-8-1-15-40-?product=80939
                         
                        If the issue persists after that, then please get into Intel® graphics control panel, select “3D” and then choose “performance”.
                         
                        Any questions, please let me know.
                         
                        Alberto
                         

                        • 9. Re: Frequent crash when playing FINAL FANTASY X/X-2 HD Remaster with Intel HD Graphics 5500
                          Carolos

                          Hello Alberto:

                           

                           

                          Thanks for that. I have tried the latest driver along with setting "3D" option to "performance", but it didn't solve the issue. About FINAL FANTASY X-2, I haven't played the game yet, actually. But I test running it for a while (about 20 minutes) and I did encounter some crash as in FINAL FANTASY X. It seems that both of the games have the issue.

                           

                           

                          Looking forward to your reply.

                          • 10. Re: Frequent crash when playing FINAL FANTASY X/X-2 HD Remaster with Intel HD Graphics 5500
                            Intel Corporation
                            This message was posted on behalf of Intel Corporation

                            Hello Carolos:
                             
                            Thank you very much for providing that information.
                             
                            Based on that, we will continue with our research in order to try to find a possible resolution for this problem.
                             
                            Any questions, please let me know.
                             
                            Alberto