Forum Discussion

tangryla's avatar
tangryla
5 years ago
Solved

Black screen whenever HAVE to restart pc to fix

Product: Apex Legends
Platform:PC
Please specify your platform model. PC
AMD or Nvidia Model Number Radeon RX 590 Series fatboy
Enter RAM memory size in GB 32
What is your gamertag/PSN ID/EA Account name? Tangrila
Please provide your squad mates' gamertag/PSN ID/EA Account name if possible.
Are you using any software with an overlay? No
Which Legend were you playing (if applicable)?
Which Legends were your squad mates using (if applicable)?
Where did the issue occur? In a match
Which part of the map or menu were you in? If you don't remember the exact name, please describe the area or what you were trying to do in the menu. doesnt matter
What were you doing when the issue occurred? E.g. respawning a squad mate at a beacon, using an ability, a squad mate left the game. doesnt matter
Did your squad mates also experience the issue? I don't know
How many matches had you played in a row before the issue occurred? doesnt matter
When did this happen? (dd.mm.yy hh:mm) 09/27/2020
How often does the bug occur? Occasionally (10% - 49%)
How severe is your issue? Major impacts to gameplay
What happens when the bug occurs? my screen goes black and i HAVE to restart my pc to fix the issue. this is so * breaking it gets on my nerves and i payed money for this experience. Put this on high priority. Guys if you cant make a stable build go back a build!
What should be happening instead? not happen at all.
Steps: How can we find the bug ourselves? no idea

‌

my screen goes black and i HAVE to restart my pc to fix the issue. this is so * breaking it gets on my nerves and i payed money for this experience. Put this on high priority. Guys if you cant make a stable build go back a build!

  • Tangrila's avatar
    Tangrila
    5 years ago

    Looks like the problem is with one of the intel services regarding the cpu's integrated graphics. It appears that two events are consistently logged. First comes this one:

     
    Spoiler
    - <Event xmlns="http://schemas.microsoft.com/win/2004/08/events/event">
    - <System>
      <Provider Name="Service Control Manager" Guid="{555908d1-a6d7-4695-8e1e-26931d2012f4}" EventSourceName="Service Control Manager" />
      <EventID Qualifiers="49152">7009</EventID>
      <Version>0</Version>
      <Level>2</Level>
      <Task>0</Task>
      <Opcode>0</Opcode>
      <Keywords>0x8080000000000000</Keywords>
      <TimeCreated SystemTime="2020-11-08T10:13:34.508670200Z" />
      <EventRecordID>46480</EventRecordID>
      <Correlation />
      <Execution ProcessID="1052" ThreadID="1224" />
      <Channel>System</Channel>
      <Computer>tangrila</Computer>
      <Security />
      </System>
    - <EventData>
      <Data Name="param1">45000</Data>
      <Data Name="param2">Intel(R) HD Graphics Control Panel Service</Data>
      <Binary>6900670066007800430055004900530065007200760069006300650032002E0030002E0030002E0030000000</Binary>
      </EventData>
      </Event>
    Directly after it comes this one:
     
    Spoiler
    - <Event xmlns="http://schemas.microsoft.com/win/2004/08/events/event">
    - <System>
      <Provider Name="Service Control Manager" Guid="{555908d1-a6d7-4695-8e1e-26931d2012f4}" EventSourceName="Service Control Manager" />
      <EventID Qualifiers="49152">7000</EventID>
      <Version>0</Version>
      <Level>2</Level>
      <Task>0</Task>
      <Opcode>0</Opcode>
      <Keywords>0x8080000000000000</Keywords>
      <TimeCreated SystemTime="2020-11-08T10:13:34.508670200Z" />
      <EventRecordID>46481</EventRecordID>
      <Correlation />
      <Execution ProcessID="1052" ThreadID="1224" />
      <Channel>System</Channel>
      <Computer>tangrila</Computer>
      <Security />
      </System>
    - <EventData>
      <Data Name="param1">Intel(R) HD Graphics Control Panel Service</Data>
      <Data Name="param2">%%1053</Data>
      <Binary>6900670066007800430055004900530065007200760069006300650032002E0030002E0030002E0030000000</Binary>
      </EventData>
      </Event>
     
    I resolved the issue by disabling the service: 
      name: igfxCUIService2.0.0.0
      display name: Intel(R) HD Graphics Control Panel Service

9 Replies

Replies have been turned off for this discussion
  • EA_Kent's avatar
    EA_Kent
    Icon for Community Manager rankCommunity Manager
    5 years ago

    Hey @tangryla,

    This just happens totally randomly? There isn't a specific spot in-game where the screen is going black? 

    /Kent

  • tangryla's avatar
    tangryla
    5 years ago
    @EA_Kent randomly. Both maps just moving or shooting or both. In the lobby. In March result screen.
  • EA_Kent's avatar
    EA_Kent
    Icon for Community Manager rankCommunity Manager
    5 years ago

    @tangryla 

    Got it, thanks!

    Have you had a chance to try any sort of troubleshooting yourself since it started happening? If so, what have you already run through so far? 

    Also, could you attach a DxDiag when you have the chance? You can find more info on how to pull one up at the EA Help website. Once you have the text file please attach it to this thread. Thanks!

    /Kent

  • tangryla's avatar
    tangryla
    5 years ago

    @EA_Kent
    I've attached the dxdiag. Almost everyone I play with has this issue as well as the issue where if you lag in a match and then die or win the match either way you cannot leave the match. You have to restart the game. Another breaking experience bug :/ the quality of this product is getting lower with time. disappointing.

  • EA_Kent's avatar
    EA_Kent
    Icon for Community Manager rankCommunity Manager
    5 years ago

    @tangryla 

    Thanks, I appreciate it. 


    Let's try some troubleshooting and see if we can help stop this from happening. First, can you try repairing Apex Legends in the Origin client to see if that makes any difference at all? If you right-click on the game in the Origin Library you'll see a Repair option when the menu comes up. 

    Let me know how that goes once you've had a chance to try it out. Thanks again. 

    /Kent

  • Tangrila's avatar
    Tangrila
    5 years ago
    @EA_Kent Heyy I'm back with the same persisting issue. And the repair option doesn't have any effect. I also de-installed my graphics drivers and installed them again - no effect again. This is such a breaking issue that I cannot run the game straight for 10 minutes. In the span of 10 minutes I got 5 black screens.
  • EA_Kent's avatar
    EA_Kent
    Icon for Community Manager rankCommunity Manager
    5 years ago

    @Tangrila 

    Thanks for following up!

    If you haven't already can you try starting up your PC in a Clean Boot to see if that helps at all? If there's something else running on your PC that could be causing these issues that may help to get around it. 

    For more information on how to set one up check out the EA Help website. Let me know how that goes once you've had the chance to give it a shot. Thank you!

    /Kent

  • Tangrila's avatar
    Tangrila
    5 years ago

    Looks like the problem is with one of the intel services regarding the cpu's integrated graphics. It appears that two events are consistently logged. First comes this one:

     
    Spoiler
    - <Event xmlns="http://schemas.microsoft.com/win/2004/08/events/event">
    - <System>
      <Provider Name="Service Control Manager" Guid="{555908d1-a6d7-4695-8e1e-26931d2012f4}" EventSourceName="Service Control Manager" />
      <EventID Qualifiers="49152">7009</EventID>
      <Version>0</Version>
      <Level>2</Level>
      <Task>0</Task>
      <Opcode>0</Opcode>
      <Keywords>0x8080000000000000</Keywords>
      <TimeCreated SystemTime="2020-11-08T10:13:34.508670200Z" />
      <EventRecordID>46480</EventRecordID>
      <Correlation />
      <Execution ProcessID="1052" ThreadID="1224" />
      <Channel>System</Channel>
      <Computer>tangrila</Computer>
      <Security />
      </System>
    - <EventData>
      <Data Name="param1">45000</Data>
      <Data Name="param2">Intel(R) HD Graphics Control Panel Service</Data>
      <Binary>6900670066007800430055004900530065007200760069006300650032002E0030002E0030002E0030000000</Binary>
      </EventData>
      </Event>
    Directly after it comes this one:
     
    Spoiler
    - <Event xmlns="http://schemas.microsoft.com/win/2004/08/events/event">
    - <System>
      <Provider Name="Service Control Manager" Guid="{555908d1-a6d7-4695-8e1e-26931d2012f4}" EventSourceName="Service Control Manager" />
      <EventID Qualifiers="49152">7000</EventID>
      <Version>0</Version>
      <Level>2</Level>
      <Task>0</Task>
      <Opcode>0</Opcode>
      <Keywords>0x8080000000000000</Keywords>
      <TimeCreated SystemTime="2020-11-08T10:13:34.508670200Z" />
      <EventRecordID>46481</EventRecordID>
      <Correlation />
      <Execution ProcessID="1052" ThreadID="1224" />
      <Channel>System</Channel>
      <Computer>tangrila</Computer>
      <Security />
      </System>
    - <EventData>
      <Data Name="param1">Intel(R) HD Graphics Control Panel Service</Data>
      <Data Name="param2">%%1053</Data>
      <Binary>6900670066007800430055004900530065007200760069006300650032002E0030002E0030002E0030000000</Binary>
      </EventData>
      </Event>
     
    I resolved the issue by disabling the service: 
      name: igfxCUIService2.0.0.0
      display name: Intel(R) HD Graphics Control Panel Service
  • EA_Kent's avatar
    EA_Kent
    Icon for Community Manager rankCommunity Manager
    5 years ago

    @Tangrila 

    Thanks for sharing! That's good to know. I'm glad to hear you were able to figure out a fix. 

    /Kent

About Apex Legends Bug Reports - Archive

23,008 PostsLatest Activity: 5 years ago