[SOLVED] Memory leak/crash on Intel Iris Xe Graphics machines

[StepS]

We are aware of a problem affecting some machines running Intel Iris Xe Graphics.

SUMMARY

An Intel driver update was released recently which leads to excessive memory usage, followed by a crash, when running a game of Age of Empires II: Definitive Edition on machines with Intel Iris Xe Graphics cards. As far as we are aware, the issue has also impacted several other unrelated programs and games. If you have installed a Graphics Driver with release date between June and October 2022, there is a high chance that you are affected.

SOLUTIONS

Update 2022/11/28:
Intel has resolved the problem in the specialized "Intel® Arc™ & Iris® Xe" branch of their graphics driver. Please make sure to update your graphics drivers to 31.0.101.3802 or newer - available through the official Intel website[www.intel.com]. You can confirm your driver version by going to Win+X -> Device Manager -> Display adapters -> Intel Graphics -> "Driver" tab.

It is worth noting that the generic "Intel Graphics" driver has been discontinued (and its last version is the one with the bug), so you DO need to switch to the "Intel® Arc™ & Iris® Xe Graphics" branch of the driver now. (follow the link above, and check that your CPU/GPU is in the list of supported hardware)

If you are unable to update to the latest version, you may also try downgrading the driver to a version from May 2022 (30.0.101.1994), although this is no longer recommended.

[major]

New update stops responding and then crashes

Upgraded to the latest version. And now 5 mins into a game, it freezes and then crashes. I've tried reinstalling, system updates, virus scanner changes and other ideas mentioned in the threads. Are there logs that i can enable to further diagnose the problem ? Other ideas ? Thanks in advance.

[einfachnurbastian]

Hey, same problem here. Reinstalled the game, updated to the latest version - game still keeps freezing and crashing, always after 5-10mins.

(Samsung Galaxy Book 2 Pro 360, Win11, i7-1260P, 16GB RAM)

[major]

Looks like a mem leak. If I just open one of the single player scenarios and let it sit there, the process gradually leaks until it exhausts all 16GB on my Lenovo.

[FE_ag]

Hi major,

Thank you for reporting this. Could you please send us the following files to investigate:

1. Your DxDiags: https://support.ageofempires.com/hc/en-us/articles/360052783111-How-to-find-information-for-troubleshooting-with-Support

2. The mdmps (crahs files) that correspond to the day/time when it happened.
They can be found here: “C:\Users\USER\Games\Age of Empires 2 DE\logs” and have this format "AoE2DESteam-58115-2022.01.19-15.05.33.mdmp". Feel free to send us multiple recent mdmps.

3. Recorded game, where the crash happened. Recorded games are located here: C:\Users\User\Games\Age of Empires 2 DE\76561198208185053\savegame

You can send those files to us devs via gofile.io (simply share the generated link in this thread).

Thank you very much!

[major]

Thanks aliplays!

1) DxDiags: https://gofile.io/d/lB7It2

2) There are no mdmps files in that directory or its subdirectories.

3) recorded game: https://gofile.io/d/n9Inqs

I factory reset my laptop, installed windows updates and then steam and AOE2DE

[major]

To repro the problem, I launch the Battle for Guadelete and wait for 10 mins.

[FE_ag]

Hi major! Thank you for following up.

Could you try recording a short clip of the memory usage in your task manager when you're reproing this problem?

You can press Windows Key + Alt + R to start screen recording. You can then find the file here C:\\Users\YourUser\Videos\Capture. You can send it to us via gofile.io again.

Also please comment again if anything changes, I will be following up on this thread.

Thank you very much!

[FE_ag]

Originally posted by einfachnurbastian:

Hey, same problem here. Reinstalled the game, updated to the latest version - game still keeps freezing and crashing, always after 5-10mins.

Hi einfachnurbastian,

Thank you for your comment. Could you please elaborate when the game crashes for you - in single player skirmish, campaign or multiplayer?

There are a few steps I would ask you to try:

1. Verify your files in the Steam Library -> Age of Empires II -> Right click -> Properties -> Local files -> Verify.

2. Disable your mods and restart the game after that.

3. Update your graphic drivers and check Windows updates.

4. Close as many programs as possible before starting the game.

5. Add the whole game folder to your antivirus exception list. C:\Program Files (x86)\Steam\steamapps\common\AoE2DE is the default


If you've already completed these steps and the crashes keep happening, please send us the following files.

1. Your DxDiags: https://support.ageofempires.com/hc/en-us/articles/360052783111-How-to-find-information-for-troubleshooting-with-Support

2. The mdmps (crahs files) that correspond to the day/time when it happened.
They can be found here: “C:\Users\USER\Games\Age of Empires 2 DE\logs” and have this format "AoE2DESteam-58115-2022.01.19-15.05.33.mdmp". Feel free to send us multiple recent mdmps.

3. Recorded game, where the crash happened. Recorded games are located here: C:\Users\User\Games\Age of Empires 2 DE\76561198208185053\savegame

You can send them all to us via gofile.io - just share the generated link here in this thread.

Thank you very much!

[Akash]

Hello, same issue. here are the files: https://gofile.io/d/Bh3fRS

[FE_ag]

Originally posted by akash.iitb:

Hello, same issue. here are the files: https://gofile.io/d/Bh3fRS

Hey akash,

Thank you for submitting those. Could you please add your DxDiags?

Could you also please elaborate whether this only occurs in Multiplayer for you? And can you please verify that you followed the steps I shared above with einfachnurbastian?

Thanks!

[Akash]

Hi, it happens across game modes. Single player, multiplayer , even Spectate game mode.
Issue since the patch update.
DXDiag file here: https://gofile.io/d/C6iaqs
Screenshot of game crash: https://gofile.io/d/2WFfbR

[FE_ag]

Hi akash,
Thank you for submitting your files! Could you please clarify, if you tried these steps below before submitting?

1. Verify your files in the Steam Library -> Age of Empires II -> Right click -> Properties -> Local files -> Verify.

2. Disable your mods and restart the game after that.

3. Update your graphic drivers and check Windows updates.

4. Close as many programs as possible before starting the game.

5. Add the whole game folder to your antivirus exception list. C:\Program Files (x86)\Steam\steamapps\common\AoE2DE is the default

Thank you!

[Lamtd]

Hi,

I'm having the same issue even though it worked fine until recently (about 2-3 weeks if I remember correctly). I have spent over 200 hours on this machine before on ultra settings so I know it's capable of running the game.

The game starts at around 3-5GB of RAM then steadily increases until it reaches 32GB and crashes (after 5 to 10 mins max).

- I am running Windows 10 with 32GB of RAM.
- Graphics drivers are up-to-date, Windows Update as well (except for the Windows 11 upgrade).
- Local files have been successfully verified.
- No antivirus, so no exception to add.
- Same issue after a fresh restart.
- Happens whenever I start a new single-player skirmish
- Changing the graphics settings doesn't make any difference
- Saving, restarting the game, and loading the savegame helps reduce the memory usage for around 5 minutes then the same issue appears again (RAM always steadily increases).

DxDiag file: https://gofile.io/d/DptNlt
Mdmp file: https://gofile.io/d/jztFYM
Savegame: https://gofile.io/d/ScLX74

Please help!

[Akash]

Originally posted by aliplays:

Hi akash,
Thank you for submitting your files! Could you please clarify, if you tried these steps below before submitting?

1. Verify your files in the Steam Library -> Age of Empires II -> Right click -> Properties -> Local files -> Verify.

2. Disable your mods and restart the game after that.

3. Update your graphic drivers and check Windows updates.

4. Close as many programs as possible before starting the game.

5. Add the whole game folder to your antivirus exception list. C:\Program Files (x86)\Steam\steamapps\common\AoE2DE is the default

Thank you!

Yes, I have checked all these steps, multiple times.
Reinstalled the game as well.
Same issue. RAM keeps increasing (memory leaks) and then game crashes when memory usage exceeds 20-25GB. Issue started since the patch.

[HeadHunter221]

Memory Leak

After last update I encouter a memory leak and my game crashes after 5 minutes.

Anyone knows how to fix?