FAQ No. 2424

MSI NB FAE Team︱Revision: 1.2︱Date: 2017/4/24

FAQ No. 2424

[Game Master] Gaming on Windows 10 - Troubleshooting

This document supplies you with useful solutions if you’re encountering the

problems below in games. Please follow the instruction for troubleshooting.

 Low performance, FPS drop, stutter

 Timeout Detection and Recovery (TDR), Blue Screen of Death (BSoD)

 Game/System freeze, crash

 Flicker, black screen, garbage screen or other graphics artifacts

 Audio problem, like sound stutter/delay, distorted sound or microphone related

 Connection problem, like ping spikes

Outline

1. Before Starting ............................................................................................................................. 2

1.1. Check if the hardware confirguration is the same with the original ......................... 2

1.2. Check the system requirements of the game ............................................................. 2

1.3. Check the system environment................................................................................... 3

1.4. Check notebook performance..................................................................................... 4

1.5. Update the game ......................................................................................................... 5

2. Basic Troubleshooting ................................................................................................................. 5

2.1. Graphics card setting ................................................................................................... 5

 Restore NVIDIA graphics setting .............................................................................. 5

 Power management mode ....................................................................................... 6

 NVIDIA DSR ............................................................................................................... 6

 NVIDIA V-SYNC ......................................................................................................... 7

 NVIDIA G-SYNC ......................................................................................................... 8

 Other display settings............................................................................................... 8

2.2. Streaming service ........................................................................................................ 9

 Xbox Game DVR ....................................................................................................... 9

 Blizzard Battle.net streaming ................................................................................. 12

 Steam overlay and streaming ................................................................................. 13

2.3. Reinstall operation system and driver ...................................................................... 14

2.4. Connection problem .................................................................................................. 16

3. Advanced Troubleshooting for particular games ..................................................................... 17

3.1. League of Legends (LOL) ............................................................................................ 17

3.2. Overwatch .................................................................................................................. 17

MSI NB FAE Team︱Revision: 1.2︱Date: 2017/4/24

FAQ No. 2424

1. Before Starting

If your game doesn’t work properly on the notebook, there are a number of

possible reasons why. Before starting the troubleshooting, please check the

notebooks hardware configuration is the same with original, your notebook

meets or exceed the system requirements, you have the proper system

environment, and the notebooks performance is normal.

Besides, please keep your game updated to prevent the problem from

out-of-date or corrupted files.

1.1. Check if the hardware confirguration is the same with the original

If you upgraded the memory or SSD, we suggest you return to the original

condition since the notebook was shipped without problem, and we should

check if your problem exist with the condition.

Unplug any non-required external devices

You may have other devices plugged into your notebook (such as a webcam,

external hard drive, or USB drive like gaming mouse or keyboard). Some device

driver or their software might be conflict with your system. MSI suggest you

remove these external devices for troubleshooting.

1.2. Check the system requirements of the game

To play game without problems, all game needs certain hardware components

or other software resources to be present on a computer. These prerequisites

are known as system requirements and are often used as a guideline. Most

game defines two sets of system requirements: minimum and recommended.

With increasing demand for higher processing power and resources in newer

versions of game, system requirements tend to increase over time.

Make sure your notebook meets the game's recommended system

requirements.

MSI NB FAE Team︱Revision: 1.2︱Date: 2017/4/24

FAQ No. 2424

1.3. Check the system environment

The system environment includes the BIOS/EC firmware, Windows Update and

the proper driver and utility. Please check your system environment by

following the instruction below.

 BIOS and EC firmware

Since the new BIOS and EC firmware fix some potential issue and improve the

system stability, MSI suggest you try to update the latest BIOS and EC firmware

from the download webpage of your notebook.

 Windows Update

After applying the latest Windows Update (e.g. Windows 10

Anniversary/Redstone 1 Update “build 14393”), some device functions or

software might not work properly. MSI suggest you keep running Windows

Update to download important or critical hotfix.

 Install the proper driver and utility

MSI suggest you install the latest MSI approved driver and utility from MSI

website. It helps you to get the most stable system environment.

 NVIDIA and Intel graphics driver

 Realtek audio driver and audio effect software (Nahimic)

 Network driver (LAN/Wireless LAN)

 Dragon Gaming Center (For notebook with NVIDIA GTX 900M series

graphics or older generation)

 Dragon Center (For notebook with NVIDIA GTX 10 series graphics or newer

generation)

An old version of Dragon Center might cause CPU and GPU overclocking

improperly.

FAQ [How To] Get and Install the Latest Windows 10 Build

FAQ [How To] BIOS, EC Update and EC Reset

FAQ [How To] Driver/Software Install and Update

MSI NB FAE Team︱Revision: 1.2︱Date: 2017/4/24

FAQ No. 2424

1.4. Check notebook performance

If the graphics score from 3DMARK and the FPS in other games is normal, please

refer to the Basic Troubleshooting for more information.

A. Perform 3DMARK Fire Strike benchmark.

Download 3DMARK FREE version from Futuremark website.

B. Compare the graphics score below.

Graphics

GTX 980 SLI

GTX 980

GTX 980M SLI

GTX 980M

Graphics Score

237XX

126XX

186XX

96XX

Graphics

GTX 970M

GTX 965M

GTX 960M

GTX 950M

Graphics Score

73XX

60XX

41XX

30XX

(3DMark Basic Edition v2.0.2067)

Graphics

GTX 1080

SLI

GTX 1080

GTX 1070

SLI

GTX 1070

GTX 1060

Graphics Score

390XX

215XX

322XX

167XX

113XX

(3DMark Basic Edition v2.1.2973)

Most users have incorrect expect on the graphics performance, they expect high

FPS with the highest in-game setting. (In fact the default video setting in some

game like LOL is only medium for GTX 960M graphics card.)

MSI NB FAE Team︱Revision: 1.2︱Date: 2017/4/24

FAQ No. 2424

1.5. Update the game

Some FPS drop or low performance problem might relate to the game patch is

installed incorrectly, MSI suggest you remove and install the game

Reinstalling from the most recent version of the setup files ensures that any

problems you experience with the game are not caused by out-of-date or

corrupted files.

2. Basic Troubleshooting

2.1. Graphics card setting

 Restore NVIDIA graphics setting

Click on “Restore” to restore display related settings, and check whether the

application or game controls the settings. It can avoid unstable performance

caused by interfered settings.

MSI NB FAE Team︱Revision: 1.2︱Date: 2017/4/24

FAQ No. 2424

 Power management mode

Setting this item could improve the performance in some games and

applications.

3D settings → Power management mode → Prefer maximum performance

 NVIDIA DSR

If the user perform “Optimize” in NVIDIA GeForce Experience, the DSR could

be turn on automatically in NVIDIA control panel, and then it will affect the

game performance and cause low fps. MSI suggest you disable this item

manually in NVIDIA control panel.

Besides, in-game setting “Resolution” might be enabled by DSR and override

the native resolution of internal panel. MSI suggest you disable DSR and adjust

the resolution back to native resolution.

MSI NB FAE Team︱Revision: 1.2︱Date: 2017/4/24

FAQ No. 2424

 NVIDIA V-SYNC

V-Sync matches the frame rate to screen refresh rate, and usually the screen

refresh rate is 60 Hz. If you enable V-Sync, it can increase image stability but it

will keep 60 FPS and then you might feel low performance; if you disable

V-Sync, FPS will be not limited but you might encounter screen tears.

(Adjust this item based on your FPS)

You can adjust V-SYNC function in NVIDIA control panel or in game settings

MSI NB FAE Team︱Revision: 1.2︱Date: 2017/4/24

FAQ No. 2424

 NVIDIA G-SYNC

Centain games might have compatibility issue with NVIDIA G-SYNC and it

would cause stuttering, flashing black screen in games.

If your notebook supports G-SYNC and you encounter stuttering in games, we

suggest try to disable in NVIDIA control panel.

 Other display settings

Ambient Occlusion, Anisotropic Filtering, Anti-Aliasing could cause negative

effects to FPS or display stability.

FAQ [How To] Enable/Disable NVIDIA G-SYNC

FAQ [Product Information] Whether the notebook supports NVIDIA G-SYNC or not

MSI NB FAE Team︱Revision: 1.2︱Date: 2017/4/24

FAQ No. 2424

2.2. Streaming service

Streaming service would put additional CPU loading in the background and

cause low performance, FPS drop, audio stutter or sound delay in games.

Please refer to the troubleshooting below to solve the problem

 Xbox Game DVR

Since Windows 10 Anniversary Update, it auto-enabled Microsoft

Xbox-powered recording software “GameDVR”. While the feature is useful if

you plan on sharing clips quite regularly, it could be causing some major

stutter (Refer to the Microsoft webpage or DOTA2 forum).

MSI suggest you disable Xbox Game DVR by the methods below.

(It’s also recommended by Steam & Blizzard to improve FPS in games)

Select Windows 10 version since the Game DVR setting page is different.

Version 1607 (Anniversary Update) or older versions

Version 1703 (Creators Update)

Windows 10 version 1607 (Anniversary Update) or older versions

 Turn off Xbox Game DVR feature in Xbox application.

a. Search "Xbox" in windows taskbar's search bar

b. Click on the Xbox application icon to open it

c. Click the “Settings” icon on the left side of the Xbox application's

window to open the settings menu

MSI NB FAE Team︱Revision: 1.2︱Date: 2017/4/24

FAQ No. 2424

d. Select the tab "Game DVR"

e. Slide the switch to off to turn off the Game DVR feature

 Turn off Xbox DVR background recording in game

a. Press “Windows logo key” + “G key” to open the Xbox app in game.

b. Select “Settings”

c. In “General” tab, uncheck the “Record game in the background”

checkbox.

MSI NB FAE Team︱Revision: 1.2︱Date: 2017/4/24

FAQ No. 2424

Windows 10 version 1703 (Creators Update)

 Access the locations below

a. Start > Settings > Gaming > Game bar > turn off Record game clips and

screenshots using Game DVR

b. Start > Settings > Gaming > Game DVR > turn off Record in the

background while I’m playing a game

MSI NB FAE Team︱Revision: 1.2︱Date: 2017/4/24

FAQ No. 2424

 Blizzard Battle.net streaming

Please refer to the steps below to turn off Battle.net streaming for Blizzard

games

a. Click on the Battle.net application icon to open it

b. Select “Settings”

c. Click the “Streaming” icon on the left side of the Battle.net Settings window

d. Uncheck “Enable Streaming” to turn off the streaming feature.

MSI NB FAE Team︱Revision: 1.2︱Date: 2017/4/24

FAQ No. 2424

 Steam overlay and streaming

Please refer to the steps below to turn off Steam overlay and streaming for

Steam games.

a. Click on the Steam application icon to open it

b. Select “Settings”

c. Click the “In-Game” icon on the left side of the Steam Settings window

d. Uncheck “Enable the Steam Overlay while in-game” to turn off the Steam

Overlay.

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FAQ No. 2424

e. Click the “In-Home Streaming” icon on the left side of the Steam Settings

window

f. Uncheck “Enable streaming” to turn off the streaming.

2.3. Reinstall operation system and driver

Because there are many reasons causing low performance or freezing, and you

cannot be able to find the root cause even if you try to troubleshoot one by one.

MSI suggests you follow the instruction to solve the problem if you have tried to

reinstall the game and graphics driver but the problem still exists.

Kindly follow the instructions below to reinstall the operation system and driver,

and then you will have a clean system environment.

 Notebook with Pre-installed system：

a. Use F3 recovery function or the recovery media created by

BurnRecovery to restore the system back to factory setting.

(FAQ) How to use F3 Recovery on MSI Windows 10 preloaded system?

(FAQ) How to use MSI BurnRecovery on Windows 10 preloaded

system?

b. After the system restore has completed, kindly perform Windows

Update and make sure the latest Windows 10 update is installed if the

system is Windows 10.

c. Reinstall the game.

MSI NB FAE Team︱Revision: 1.2︱Date: 2017/4/24

FAQ No. 2424

d. After the steps above has finished, kindly do not install any third-party

software (such as anti-virus software, game plugins or system

optimized tool) and check whether the performance is normal in this

environment.

 Notebook with Free DOS：

a. Install the original or MSDN version of Windows operation system.

(Download MSDN version of Windows from here.)

b. (FAQ) How to install Windows system on my notebook with 6th

Generation Intel Core CPU and PCH (Skylake)?

c. After the system installing finished, download and install MSI approve

driver and utility from MSI website or the driver CD came with your

notebook.

d. Kindly perform Windows Update and make sure the latest Windows 10

update is installed if the system is Windows 10.

e. Reinstall the game.

f. After the steps above has finished, kindly do not install any third-party

software (such as anti-virus software, game plugins or system

optimized tool) and check whether the performance is normal in this

environment.

MSI NB FAE Team︱Revision: 1.2︱Date: 2017/4/24

FAQ No. 2424

2.4. Connection problem

A connection issue affects the connection between your system and the game

server. It might cause lag, ping spike or screen delay during champion select, at

the login screen or even during the game play. Below you can find a list of

common symptoms that are associated with connection issues and a useful

wireless troubleshooting guide.

 Current server status

Before performing any troubleshooting steps, it's worth checking the current

status of the game server that you are trying to connect to.

(Find out the server status on the game official website)

 Switching to a wired connection

Wireless connections tend to be difficult to troubleshoot due to potential

interference from the environment and other radio signals. This often causes

lag spikes and/or packet loss in the game. In order to eliminate this factor from

your troubleshooting, we recommend switching to a wired (Ethernet)

connection whenever it is possible.

If you have only wireless connection, please refer to the FAQ below to

troubleshoot wireless connection problems.

[Troubleshooting] Wireless connection problem (wireless signal can’t be

detected, connection lost, unstable or stop working)

MSI NB FAE Team︱Revision: 1.2︱Date: 2017/4/24

FAQ No. 2424

3. Advanced Troubleshooting for particular games

3.1. League of Legends (LOL)

The common reasons of low performance or FPS drop are, LOL patch installed

incorrectly, graphics card settings has been changed, some programs or

processes are consuming system resource, or using third party game

plugins/optimization tools.

Go through all the steps in the FAQ below to troubleshoot low performance or

FPS drop problems in LOL.

[Game Master] League of Legends (LOL) Troubleshooting Guide

3.2. Overwatch

Overwatch is a heavily threaded game with fairly complex rendering features. It

will use as much CPU and GPU resources as it can. In the worst case, it would

cause the game unstable (black screen, the game close automatically, game

crash or TDR error).

To avoid these problems in Overwatch, please follow the instructions of the FAQ

below and try to lower CPU/GPU usage run by Overwatch.

[Game Master] Overwatch Troubleshooting Guide