4 Replies Latest reply on Feb 13, 2018 10:15 AM by John_Nohlan

    Any known issues with Intel HD Graphics 620, causing disconnect from an online game?

    John_Nohlan

      Any known issues with Intel HD Graphics 620, causing disconnect from an online game? ( I am not have program/client crash! But I instead lose network connection to game. )

       

       

      Problem:

       

      For about 3 weeks now I have been trying to get help from the game's Tech support on an issue where the game disconnects, when you enter a building that is owned by players. usually in those areas there are estate boundaries. The areas I am trying to go into are not graphically complex, actually I have tested this going into completely empty rooms that have far less geometry, textures, materials, or shaders than the outside, with the same result.e

       

      From what I can see and I come at this with 15 years of experience developing graphics for games, There is nothing present that would dramatically cause a spike in graphics. Actually I have tested that as well, and put the graphics on highest, the results were artifacts, texture loading failure, etc etc, the usual indicators that your overloading the gpu/cpu. Then I would get a crash error instead of a disconnect, as to be expected.

       

      Funny thing is as long as I don't cross those estate boundaries into a player building, I have flawlessly smooth frame rate on medium settings. It doesn't happen if you go into a building owned by the game developers, despite the fact that both buildings were modeled by the game developers, no player uploaded content is present.

       

      Due to the fact my graphics card is not support, tech support for the game, has decided they don't want to provide any support at all, even when it is client network connectivity issues. So they redirected me to a community of gamer's who believe they can pump up their E-PEEN by making unhelpful comments, such as... "YOUR GRAPHICS SUCKS!". 

       

      General blanket statements insulting my computer do nothing to help me resolve the issue of me losing internet connection to the game server.

       

      I was curious if anyone knows of any known issues in which graphics load has caused network connectivity issues for the HD Graphics 620?

       

      Thank you in advance,

       

      John

       

       

       

       

       

       

       

       

       

       

       

       

       

       

      Please see this link to game forum thread on issue: Help - Disconnecting when crossing Estate boundaries

        • 1. Re: Any known issues with Intel HD Graphics 620, causing disconnect from an online game?
          Intel Corporation
          This message was posted on behalf of Intel Corporation

          Hello John_Nohlan,
          Thank you for contacting us, I was reading your thread and noticed that you are having network connectivity issues, I will be glad to asset you.
           
          I would like to tell you that an error of connectivity will not be related with the onboard graphics of the processor. On the other hand, I would like to know the name of the game just to make sure the requirements of the game in order to see if your current processor will support the game without any problem.
           
          Also I would like to gather more information about the configuration you have in the computer.  Please attach to this thread the .txt file the Intel System Support Utility will generate
           
          https://downloadcenter.intel.com/download/25293/Intel-System-Support-Utility
           
          (You may need to copy and paste the links provided into a separate tab in case that you have issues when clicking on them)
           
          To attach a file, you must click •Use Advanced Editor” on the upper right hand corner of the response box, then the “attach” option will appear on the bottom right hand corner of the response box.
           
          As well, if your issue is related with the connectivity I would like to suggest you to check your network settings may be you have the chance to set up a specific setting in the router such as DMZ or port forwarding in order to open the ports the specific game and provide it more stability in the connection.
           
          Regards,
           
          Ciany C.
           

          • 2. Re: Any known issues with Intel HD Graphics 620, causing disconnect from an online game?
            John_Nohlan

            Ciany,

             

            Thank you very much for taking the time to look at this, rather than just pass me off.

            I myself was also in disbelief of the statements blaming the GPU for network connectivity drops.

             

            Entropia Universe - System Requirements

             

            I run on Medium settings. The connection drop error still occur's on game's safe mode.  I have seen  safe mode settings allow systems much older than mine to run the program without issue.

             

            I have completed all Port forwarding settings recommended by the game developers, I have tested with all firewalls disabled at time of troubleshooting.
            I run a cable modem without router. ISP has came out and tested connection, which is strong with 76mb download/7mb upload. This software is the only one with connectivity issue.

            Additionally I have tried uninstall/clean install of game software, as well as run as administrator.

             

            Please let me know what further information would be helpful, thank you!

             

            - John

            • 3. Re: Any known issues with Intel HD Graphics 620, causing disconnect from an online game?
              Intel Corporation
              This message was posted on behalf of Intel Corporation

              Hello John_Nohlan,
               
              Thank you for your reply,
               
              Based on the description of your issue it  seems that you have covered all the troubleshooting information from our side, I was taking a look to the developer’s website and noticed that their server has been down for maintenance, you can check that in the following link:
               
              https://account.entropiauniverse.com/support-faq/supportnews/
               
              Our recommendation will be to contact the game developer due to the fact that you have connectivity errors only with this software, you can use the following link to report Bugs and Errors:
               
              https://account.entropiauniverse.com/support-faq/support-policies/bug-and-error-reports/
               
              I hope this information be useful for you.
               
              Regards,
               
              Ciany C.
               

              • 4. Re: Any known issues with Intel HD Graphics 620, causing disconnect from an online game?
                John_Nohlan

                Hello Ciany,

                 

                Thank you for the reply. The developers have a weekly maintenance at the time you checked. That said this is a sporadic disconnect, not related to their weekly planned weekly downtime. All this said... Initially they had refused to provide support due to Intel HD 620 not meeting their requirements.

                 

                 

                The are however now answering to support tickets, I will forward them this information to see if it helps them at all.

                 

                Thanks,

                 

                - John