Pokemon TCGO gaming issues

Kevin_M_Intel · ‎03-11-2014

Hello All,

We have been investigating a problem with the Pokemon TCGO game and we need your help you identify what the problem is. Based on feedback we have received, it seems the game crashes when in a match or sometimes randomly.

Here are some steps I want you to do:

1. Uninstall the current graphics driver. You can get instructions to do this at the following link:

http://www.intel.com/support/graphics/sb/CS-034574.htm Uninstalling the Intel® Graphics Driver and Intel Display/HDMI Audio Driver

2. Download the latest graphics driver here:

2500/4000/4200/4400/4600/5000:

https://downloadcenter.intel.com/Detail_Desc.aspx?agr=Y&DwnldID=23638 32 bit

https://downloadcenter.intel.com/Detail_Desc.aspx?agr=Y&DwnldID=23639 64 bit

3000/2000:

https://downloadcenter.intel.com/Detail_Desc.aspx?agr=Y&ProdId=3319&DwnldID=23376 32 bit:

https://downloadcenter.intel.com/Detail_Desc.aspx?agr=Y&ProdId=3319&DwnldID=23377 64 bit:

3. Confirm with the game developer if they have a patch or firmware available for this game.

4. Update the BIOS using the latest provided by the Computer Manufacture.

If you do these steps and issue persists, please attach your graphics report and the dxdiag report here.

How to get it?

Dxdiag Report: Type dxdiag in Start Menu> open> Save> Copy/Paste here.

Graphics Report: Right click on desktop> Graphics Properties> Options> Drop Down Menu> Information Center> Save> Open .txt file created> Copy/Paste here.

Also it would be very helpful to know what are the exact steps you are taken to reproduce the problem along with images of the problem.

We appreciate your help!

Kevin.

MMart50 · ‎03-11-2014

Hi

I have an Asus Transformer Book T100 and the problem with TCGO is not solved yet.

After sarting the game, after a randomly period of time the game craches.

After reading several foruns, it seems that the problem relies in the Intel HD Graphics together with windows 8.1.

I already have the latest Graphic driver and BIOS.

As requested I attach the DxDiag.txt

--------------------------------

------------------

System Information

------------------

Time of this report: 3/11/2014, 21:47:44

Machine name: ASUS100T

Operating System: Windows 8.1 32-bit (6.3, Build 9600) (9600.winblue_gdr.131030-1505)

Language: Portuguese (Regional Setting: Portuguese)

System Manufacturer: ASUSTeK COMPUTER INC.

System Model: T100TA

BIOS: T100TA.227

Processor: Intel(R) Atom(TM) CPU Z3740 @ 1.33GHz (4 CPUs), ~1.3GHz

Memory: 2048MB RAM

Available OS Memory: 1934MB RAM

Page File: 3587MB used, 1084MB available

Windows Dir: C:\Windows

DirectX Version: DirectX 11

DX Setup Parameters: Not found

User DPI Setting: Using System DPI

System DPI Setting: 96 DPI (100 percent)

DWM DPI Scaling: Disabled

DxDiag Version: 6.03.9600.16384 32bit Unicode

------------

DxDiag Notes

------------

Display Tab 1: No problems found.

Sound Tab 1: No problems found.

Input Tab: No problems found.

--------------------

DirectX Debug Levels

--------------------

Direct3D: 0/4 (retail)

DirectDraw: 0/4 (retail)

DirectInput: 0/5 (retail)

DirectMusic: 0/5 (retail)

DirectPlay: 0/9 (retail)

DirectSound: 0/5 (retail)

DirectShow: 0/6 (retail)

---------------

Display Devices

---------------

Card name: Intel(R) HD Graphics

Manufacturer: Intel Corporation

Chip type: Intel(R) HD Graphics

DAC type: Internal

Device Type: Full Device

Device Key: Enum\PCI\VEN_8086&DEV_0F31&SUBSYS_14ED1043&REV_09

Display Memory: 998 MB

Dedicated Memory: 32 MB

Shared Memory: 966 MB

Current Mode: 1368 x 768 (32 bit) (60Hz)

Monitor Name: Generic PnP Monitor

Monitor Model: HYD HV101HD1

Monitor Id: HYD044E

Native Mode: 1368 x 768(p) (60.103Hz)

Output Type: Internal

Driver Name: igdumdim32.dll,igd10iumd32.dll,igd10iumd32.dll

Driver File Version: 10.18.0010.3355 (English)

Driver Version: 10.18.10.3355

DDI Version: 11

Feature Levels: 11.0,10.1,10.0,9.3,9.2,9.1

Driver Model: WDDM 1.3

Graphics Preemption: DMA

Compute Preemption: Thread group

Miracast: Not Supported by WiFi driver

Hybrid Graphics GPU: Integrated

Power P-states: Not Supported

Driver Attributes: Final Retail

Driver Date/Size: 11/13/2013 23:35:36, 11433984 bytes

WHQL Logo'd: Yes

WHQL Date Stamp:

Device Identifier: {D7B78E66-4C71-11CF-E87E-E734B4C2C735}

Vendor ID: 0x8086

Device ID: 0x0F31

SubSys ID: 0x14ED1043

Revision ID: 0x0009

Driver Strong Name: oem121.inf:5f63e534a222b607:iVLV2M_w81:10.18.10.3355:pci\ven_8086&dev_0f31&subsys_14ed1043

Rank Of Driver: 00DA0001

Video Accel: ModeMPEG2_A ModeMPEG2_C ModeWMV9_C ModeVC1_C

DXVA2 Modes: DXVA2_ModeMPEG2_VLD DXVA2_ModeMPEG2_IDCT DXVA2_ModeWMV9_IDCT DXVA2_ModeVC1_IDCT DXVA2_ModeH264_VLD_NoFGT

Deinterlace Caps: {BF752EF6-8CC4-457A-BE1B-08BD1CAEEE9F}: Format(In/Out)=(YUY2,YUY2) Frames(Prev/Fwd/Back)=(0,0,1) Caps=VideoProcess_YUV2RGB VideoProcess_StretchX VideoProcess_StretchY VideoProcess_AlphaBlend DeinterlaceTech_EdgeFiltering

{335AA36E-7884-43A4-9C91-7F87FAF3E37E}: Format(In/Out)=(YUY2,YUY2) Frames(Prev/Fwd/Back)=(0,0,0) Caps=VideoProcess_YUV2RGB VideoProcess_StretchX VideoProcess_StretchY VideoProcess_AlphaBlend DeinterlaceTech_BOBVerticalStretch

{5A54A0C9-C7EC-4BD9-8EDE-F3C75DC4393B}: Format(In/Out)=(YUY2,YUY2) Frames(Prev/Fwd/Back)=(0,0,0) Caps=VideoProcess_YUV2RGB VideoProcess_StretchX VideoProcess_StretchY VideoProcess_AlphaBlend

{BF752EF6-8CC4-457A-BE1B-08BD1CAEEE9F}: Format(In/Out)=(UYVY,YUY2) Frames(Prev/Fwd/Back)=(0,0,1) Caps=VideoProcess_YUV2RGB VideoProcess_StretchX VideoProcess_StretchY VideoProcess_AlphaBlend DeinterlaceTech_EdgeFiltering

{335AA36E-7884-43A4-9C91-7F87FAF3E37E}: Format(In/Out)=(UYVY,YUY2) Frames(Prev/Fwd/Back)=(0,0,0) Caps=VideoProcess_YUV2RGB VideoProcess_StretchX VideoProcess_StretchY VideoProcess_AlphaBlend DeinterlaceTech_BOBVerticalStretch

{5A54A0C9-C7EC-4BD9-8EDE-F3C75DC4393B}: Format(In/Out)=(UYVY,YUY2) Frames(Prev/Fwd/Back)=(0,0,0) Caps=VideoProcess_YUV2RGB VideoProcess_StretchX VideoProcess_StretchY VideoProcess_AlphaBlend

{BF752EF6-8CC4-457A-BE1B-08BD1CAEEE9F}: Format(In/Out)=(YV12,YUY2) Frames(Prev/Fwd/Back)=(0,0,1) Caps=VideoProcess_YUV2RGB VideoProcess_StretchX VideoProcess_StretchY VideoProcess_AlphaBlend DeinterlaceTech_EdgeFiltering

{335AA36E-7884-43A4-9C91-7F87FAF3E37E}: Format(In/Out)=(YV12,YUY2) Frames(Prev/Fwd/Back)=(0,0,0) Caps=VideoProcess_YUV2RGB VideoProcess_StretchX VideoProcess_StretchY VideoProcess_AlphaBlend DeinterlaceTech_BOBVerticalStretch

{5A54A0C9-C7EC-4BD9-8EDE-F3C75DC4393B}: Format(In/Out)=(YV12,YUY2) Frames(Prev/Fwd/Back)=(0,0,0) Caps=VideoProcess_YUV2RGB VideoProcess_StretchX VideoProcess_StretchY VideoProcess_AlphaBlend

{BF752EF6-8CC4-457A-BE1B-08BD1CAEEE9F}: Format(In/Out)=(NV12,YUY2) Frames(Prev/Fwd/Back)=(0,0,1) Caps=VideoProcess_YUV2RGB VideoProcess_StretchX VideoProcess_StretchY VideoProcess_AlphaBlend DeinterlaceTech_EdgeFiltering

{335AA36E-7884-43A4-9C91-7F87FAF3E37E}: Format(In/Out)=(NV12,YUY2) Frames(Prev/Fwd/Back)=(0,0,0) Caps=VideoProcess_YUV2RGB VideoProcess_StretchX VideoProcess_StretchY VideoProcess_AlphaBlend DeinterlaceTech_BOBVerticalStretch

{5A54A0C9-C7EC-4BD9-8EDE-F3C75DC4393B}: Format(In/Out)=(NV12,YUY2) Frames(Prev/Fwd/Back)=(0,0,0) Caps=VideoProcess_YUV2RGB VideoProcess_StretchX VideoProcess_StretchY VideoProcess_AlphaBlend

{BF752EF6-8CC4-457A-BE1B-08BD1CAEEE9F}: Format(In/Out)=(IMC1,YUY2) Frames(Prev/Fwd/Back)=(0,0,1) Caps=VideoProcess_YUV2RGB VideoProcess_StretchX VideoProcess_StretchY VideoProcess_AlphaBlend DeinterlaceTech_EdgeFiltering

{335AA36E-7884-43A4-9C91-7F87FAF3E37E}: Format(In/Out)=(IMC1,YUY2) Frames(Prev/Fwd/Back)=(0,0,0) Caps=VideoProcess_YUV2RGB VideoProcess_StretchX VideoProcess_StretchY VideoProcess_AlphaBlend DeinterlaceTech_BOBVerticalStretch

{5A54A0C9-C7EC-4BD9-8EDE-F3C75DC4393B}: Format(In/Out)=(IMC1,YUY2) Frames(Prev/Fwd/Back)=(0,0,0) Caps=VideoProcess_YUV2RGB VideoProcess_StretchX VideoProcess_StretchY VideoProcess_AlphaBlend

{BF752EF6-8CC4-457A-BE1B-08BD1CAEEE9F}: Format(In/Out)=(IMC2,YUY2) Frames(Prev/Fwd/Back)=(0,0,1) Caps=VideoProcess_YUV2RGB VideoProcess_StretchX VideoProcess_StretchY VideoProcess_AlphaBlend DeinterlaceTech_EdgeFiltering

{335AA36E-7884-43A4-9C91-7F87FAF3E37E}: Format(In/Out)=(IMC2,YUY2) Frames(Prev/Fwd/Back)=(0,0,0) Caps=VideoProcess_YUV2RGB VideoProcess_StretchX VideoProcess_StretchY VideoProcess_AlphaBlend Deint...

MMart50 · ‎03-15-2014

any solution in sight???!!!

Kevin_M_Intel · ‎03-18-2014

Hi Lemi,

I have been testing the game on a system with Win 8.1 but I have not been able to reproduce it yet. Can you please provide an image if the error so we can provide this feedback to development team?

MMart50 · ‎03-18-2014

Hi

The error is the windows generic error. See the image.

https://dl.dropboxusercontent.com/u/48554738/Pokemon.jpg https://dl.dropboxusercontent.com/u/48554738/Pokemon.jpg

The error box is in Portuguese but is syas that "Pokemon.exe has stopped work. Windows is finding a solution". As obvious, like for all windows errors, the solution is never found!!!!

Regards,

MMart50 · ‎03-18-2014

Is there any way so i can debug the error (some kind of software or procedure in order to help you) ?!

Kevin_M_Intel · ‎03-19-2014

I am afraid to say that from our side we do not have a debug tool for this but I will check on this. In the meantime, you can try updating the graphics driver to the latest. Here is the download link:

https://downloadcenter.intel.com/Detail_Desc.aspx?agr=Y&DwnldID=23644 https://downloadcenter.intel.com/Detail_Desc.aspx?agr=Y&DwnldID=23644

MMart50 · ‎03-19-2014

Ok. I'll start testing the latest driver.

I'll keep you posted after cheking a few games.

MMart50 · ‎03-19-2014

I have tried to intal de 32 bit version of the driver that you have sent me but the setup gives me an error at the beginning saying that my computer doesn't gather the conditions to install these drivers!!!!

Using the Intel Driver Update utility it says that my driver is current

Product Detectedhttp://www.intel.com/support/graphics/sb/CS-034553.htm Intel® HD Graphics for Intel® Pentium® and Celeron® ProcessorsCurrent Driver Installed10.18.10.3355Your driver is current.

Kevin_M_Intel · ‎03-21-2014

Thanks for the information. I have been checking and It seems I provided the incorrect driver. Researching from my side, the driver we have for the graphics controller is this:

https://downloadcenter.intel.com/Detail_Desc.aspx?DwnldID=23321 https://downloadcenter.intel.com/Detail_Desc.aspx?DwnldID=23321

But this driver is for the processor models listed under "Detailed Description" so at this point have you tried the driver provided by your Computer Manufacture?

MMart50 · ‎03-21-2014

Hi,

Once again thanks for your replay. Nevertheless, the drivers that you suggested are for 64-bit and the Asus T100 has a 32-bit processor.

As I mentioned before I have the PC up to date regarding BIOS and drivers from the manufacturer.

I'll be waiting for more suggestions.

Regards,

Kevin_M_Intel · ‎03-25-2014

I understand and thanks for your patience. We are still checking on this.

MMart50 · ‎04-03-2014

Still waiting........

Kevin_M_Intel · ‎04-04-2014

I really understand the frustration for waiting this time. I really thank you for your patience. I am constantly checking with development team but at this point I have no updates on this. I will check again with them.

Kevin_M_Intel · ‎04-23-2014

Sorry once Again. We are still investigating towards a solution. I will have an answer in the worst case by next Wednesday.

MMart50 · ‎04-24-2014

Still waiting......

Kevin_M_Intel · ‎04-25-2014

Hi all,

During our investigation we have see the error ntdll.dll which is related to the network traffic. So as another troubleshooting step, can you update the network driver or wireless driver (depending on the case)?

I know it sounds weird but it is just a troubleshooting step. Thanks for your patience.

MMart50 · ‎04-25-2014

Thanks for the tips, but I have all my drivers up to date from Asus oficial wb site. In this case I have the Broadcom Wireless Lan Driver and Application version V5.93.99.187.1 from 13-03-2014.

Kevin_M_Intel · ‎09-05-2014

Lemi,

Guys I completely understand this is frustrating but can you please provide Step by Step how to reproduce the issue. If you can add pictures will be great!

Besides this, can you again try installing the latest BIOS update for your computer and the latest graphics driver?

Here is the download link for the Graphics driver:

https://downloadcenter.intel.com/Detail_Desc.aspx?DwnldID=23714 https://downloadcenter.intel.com/Detail_Desc.aspx?DwnldID=23714

Let me know.

Kevin M

Kevin_M_Intel · ‎09-26-2014

Guys we are working and investigating so I would like to know if the issue has been fixed with the steps provided before.

If there are no comments or feedback I will consider it as fixed.

Kevin M

idata · ‎05-20-2014

Why is it taking so long to fix the network traffic problem.... really getting frustrated