Re: video card error

@puzzlezaddict I am sure that I have changed the Nvidia graphics card sets and star the game, but it still error.

already tried to:

- repair the game in Origin

- run the game in windowed mode

- reinstall it

- reinstall the video drivers

- disable the "Origin in game" function"

I opened the config.log, but it only one line.

Unable to read graphics device parameters. (code: 1)

I indeed didn't know what is the AgreeablebSoft.exe maybe is one app that I installed.

But I use the CCleaner.exe to clean Registry the AgreeablebSoft.exe is gone.

Attached is the new dxdiag file. 

@rakk7012  I can see from your dxdiag you're trying to run the 32-bit version of Sims 4.  Is there a reason for that?  Your laptop's hardware can run the 64-bit version without issues.  So please try that: open your Origin game library, right-click on the Sims 4 icon, select Game Properties > Advanced Launch Options, select 64-bit from the dropdown menu, and save.  Origin should then launch the game in 64-bit.

If you don't see the option to switch, do you use a third-party antivirus?  If so, please disable it (this is just temporary) and repair Sims 4 again.  Then try to play, with the antivirus still disabled.  As long as you don't do anything other than run Origin and Sims 4, your computer should be safe.  If this helps, try setting exceptions in your antivirus for Origin.exe and TS4_x64.exe.

If none of this makes a difference, please try playing in a new admin Windows account.  Make it a local account, as in, don't sign into Microsoft, and don't sync with any other services you normally use.  It may also help to create a username with only letters from the Roman alphabet (e.g. "test account" or the like): while Origin and Sims 4 should be able to handle other letters and characters, that doesn't always happen.  When in the new account, repair the game again before trying to play.

@puzzlezaddict Because I tried many methods but it still happened, So I try it and see what meesage will be mentioned.

But no response.

I run 64-bit version, it always show the video card error, I didnd't use the antivirus software, only use the windoes defender, but is off now.

I had changed the firewall sets because last time due to the sets so I can't play the sims4.

I created a new user and start the game after the repair the game, but it still showed the video card error.

I also try the cloesd origin sets but it still run same message.

 How can I do? I feel depressed..

Attached is the new user Dxdiag file.

@rakk7012It seems the game is trying to run from the integrated graphics card. I think @puzzlezaddict will tell you how to "force launch" the game on the Nvidia GeForce 940M video card.

@rakk7012  Please switch back to 64-bit Sims 4 in Origin, as I described.  Regardless of what you've done in the past, your dxdiag shows that right now, Origin is trying to launch the 32-bit version.  That can happen for various reasons, but the important thing is that you change it back right now.

Please also run a couple of basic checks on your Windows system files:

• Hit Windows key-X
• Choose either “PowerShell (Administrator)” or “Windows Terminal (Administrator),” whichever option is offered
• Inside the window that appears, copy and paste “DISM.exe /Online /Cleanup-image /Restorehealth” without quotes into the window, and enter
• The system will start validating soon. If it throws an error, please list it here
• After it reaches 100%, hit Windows key-X again
• Again, choose “PowerShell (Administrator)” or “Windows Terminal (Administrator)”
• Inside the window, copy and paste “sfc /scannow” without quotes into the window, and enter
• Post the message you receive here

Restart your computer, hit Windows key-i, select Update & Security, and click the box to check for updates.  If any install, restart again afterwards.

@Aledreon  Thanks, but that was the first paragraph of my first post.  If you're looking at the Intel graphics crashes in the dxdiag, it's not clear that those are related to Sims 4, although they certainly could be.  More to the point, a laptop like this will involve the integrated chip in the process even when the dedicated card is doing most of the work.

@Aledreon But my video card still error, thanks a lot for @puzzlezaddict 's help. 

@puzzlezaddict 

I has switched the 64-bit, but I didn't know why my dxdiag shows 32-bit,I followed the windows-x, it success 100% and type sfc/scannow,

it shows "Windows Resource Protection found damaged files and successfully repaired them. See CBS.Log %WinDir%\Logs\CBS\CBS.log for details.

I have updated windows.

Attached is the new dxdiag. 

@rakk7012  Just in case it helps, try removing the -w command line argument that's showing in your screenshot.  It's not normally necessary to make the game work properly.  And just to be thorough, move the entire Sims 4 folder out of Documents\Electronic Arts and onto your desktop.

Otherwise, I think it's time for a clean uninstall and reinstall of both graphics drivers.  Here's how to do it:

https://crinrict.com/blog/2019/02/clean-re-install-of-graphics-drivers-with-display-driver-uninstaller-ddu.html

The process here is uninstall the Nvidia driver > uninstall the Intel driver > install the Intel driver > restart > install the Nvidia driver > restart, all while your computer is offline.  You can get the newest drivers here:

https://www.intel.com/content/www/us/en/products/sku/85212/intel-core-i55200u-processor-3m-cache-up-to-2-70-ghz/downloads.html

https://www.nvidia.com/Download/driverResults.aspx/187305/en-us

@rakk7012 I think this is because your game is in a folder for 32 bit systems, i.e. in the program files (x86) so dxdiag shows a 32 bit system.

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@Aledreon wrote:

@rakk7012 I think this is because your game is in a folder for 32 bit systems, i.e. in the program files (x86) so dxdiag shows a 32 bit system.

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Sorry, but no.  This isn't how things work.

@Aledreon How can I do for it?

@puzzlezaddict I has followed you mentioned, remove command and move the sim4 documents, also uninstall the Nvidia driver, Intel driver, and reinstall them.

I reset the Nvidia sets and run the game, but it still shows the old error(video card error) and the config files(Unable to read graphics device parameters. (code: 1)).

I don't know what can I do for the game ☹️   

I think my case is tricky. 

Attached is new dxdiag file.

@rakk7012  Are you still running the game and Origin as an administrator?  If not, please try it again now.

Additionally, you didn't install the newest Intel driver—your dxdiag shows one from 2017 rather than the one I linked.  You can still install it now: download the driver from that link (it's dated 2021), run it as an admin, and restart your computer before trying to play.

Otherwise, I'm going to ask for a consult from someone else, and I or he will get back to you soon.

@rakk7012 Transfer the game to Program Files and launch the game. A window will appear in which you need to specify a new game directory. But I don't think it will change anything. Look in the nvidia control panel, in the 3d options, go to the program settings tab, click the add button and select TS4.exe, then select the type of GPU, let it be Nvidia. You can try to launch the game. If nothing changes, revert autoselect to GPU type.

@rakk7012 Code 1 means the device is configured incorrectly. You can try installing the previous Intel Graphics Command Center. Then you can already try to start the game, without any shamanic dances.

@puzzlezaddict Yes, I did, but it still shows video error. I restart the computer after updated the intel driver and start the game, but it is same message.

Attached is the new DxDiag file 

@Aledreon But it still shows the same message. 

@rakk7012  Your dxdiag is still listing the 32-bit version of Sims 4, despite your settings, so it's possible something is going on with Origin.  Please clear its cache, as described here:

https://help.ea.com/en/help/faq/clear-cache-to-fix-problems-with-your-games/

However, where it says not to delete the LocalContent folder, please open that folder and delete the Sims 4 folder inside.  Follow the rest of the steps exactly, and restart your computer when you're done.  Make sure Origin is set to launch 64-bit Sims 4 (in Advanced Launch Options) before pressing Play.

If that doesn't help, please clear Origin's cache and do a clean uninstall:

https://help.ea.com/en/help/origin/origin/manually-uninstalling-origin/

Download the full Origin installer (direct download link):

http://download.dm.origin.com/origin/live/OriginSetup.exe

Run it as an admin: right-click on the download and select "Run as administrator."  Restart your computer afterwards, run Origin itself as an admin, check again that Sims 4 is launching in 64-bit, and try to play.

@puzzlezaddict I try to clear its cache and restart but if no effect, I also clean uninstall reinstall the Origin and start the game, but it is the same.

I don't know if the game is 64bit or 32bit, Attached I save the new Dxdiag file.

I am confused why my game becomes 32bit, I only try one time to switch the 32bit.

I can play the game last year, but I didn't switch to 32bit.

@Aledreon  Thanks for your advice, I had tried this method in first time, it has no effect.  

@rakk7012  Please check for updates for all your other system drivers.  Hit Windows key-X, choose the Device Manager, then open each section, click on each entry, and click the black and green Update button in the menu.  Many devices won't have updates available, which is fine; the point is to make Windows look in each case.  Restart your computer when you're done.

Before opening Origin, please disable a couple services it uses.  Hit Windows key-R and enter "msconfig" without quotes.  In the Services tab, look for the OriginClientService and OriginWebHelperService and uncheck the box for each.  Open Origin and disable the web helper, which is under Application Settings > Application.  Then restart your computer before trying to play.  Please still run Origin as an admin.  And make sure Origin in-game is disabled before you try to play.

Additionally, please take your computer offline before launching the game, as in, disable wifi and/or disconnect the ethernet cable.  If you get a different error, that's fine; this is just to see what happens.

@Aledreon  The original poster's dxdiag clearly shows they already have the newest Nvidia driver installed.  And running TS4_x64.exe from the Bin folder wouldn't cause Origin to open the 64-bit version instead of 32-bit: regardless of the .exe you click on, Origin will launch the version it's set to use.  Try it sometime.

@puzzlezaddict You don't seem to understand me. My suggestion was to run TS4_x64.exe directly from the Bin folder, rather than launch The Sims 4 through Origin. If you first start Origin but do not start the game from Origin, and then run TS4_x64.exe which is located in the Bin folder, then Origin will not start, because it will already be running. Try to do it yourself, Origin will not open for you, and the game will start, and it will be the 64-bit version that will be launched, and not the Legacy Edition.

Here is a snippet of my dxdiag (see spoiler tag),

The game works without problems (relatively) despite the fact that there are signatures of problems. Here you can see that TS4_x64.exe is running and not TS4.exe. I suggest starting Origin first, then minimizing it and running TS4_x64.exe from the Bin folder. You suggest launching directly through Origin, although I suggest launching directly not through Origin. Maybe the reason is that I'm running the game not through Origin but from the desktop? When I start the game in the morning, Origin starts first and then the game, but when I start the game for the second time, Origin does not start anymore because it is already running.

(CM: Multiple posts merged. Check out this post for tips on how to edit and add more to a post.)

@Aledreon  If I misunderstood, it's because the suggestion to launch the .exe from the Bin folder doesn't make any sense.  It doesn't matter which .exe you use to launch the game; Origin will always launch the version you've chosen within Origin's settings.  As an example, if you were to double-click on TS4.exe, the 32-bit .exe, with Origin set to launch Sims 4 in 64-bit, Sims 4 would run in 64-bit.  I've tested this before and did so again this morning just to see if anything had changed, which it hasn't.

There are two reasons it might help to launch the game from its .exe, with or without Origin open first.  One is if the player needs to run Sims 4 as an admin, which I mentioned in passing on page 2.  The other is if there's no internet connection and Origin isn't loading the game library.  Neither is relevant here—running Sims 4 as an admin apparently didn't help—so I went with the only other possibility I could think of, that you were suggesting running the game from its .exe to make sure it was running in 64-bit.

As for the snippet from your dxdiag, it doesn't have enough context to be relevant.  For example, you left out the type of error, which is often the most important detail.

@puzzlezaddict  I apologize for the dispute, I also checked it myself, TS4_x64 really started up, although it started from the Bin_LE folder. In principle, it converges with option 2, I have a constantly high-speed connection. About errors in my dxdiag. I don't worry about bugs in my dxdiag, I don't care.

@Aledreon Yes, but no effect.

@puzzlezaddict No updated on menu, I closed the wifi and started the game but is the same message.

By the way, 

I have contacted EA  customer, they asked me followed the run a clean boot on your PC article step and do one time.

But it did not happen some difference.

Attached is after I run a clean boot's Dxdiag file.

@rakk7012  Please do another clean uninstall and reinstall of the graphics drivers, the same procedure as earlier:

https://crinrict.com/blog/2019/02/clean-re-install-of-graphics-drivers-with-display-driver-uninstaller-ddu.html

Except this time, use the original VGA drivers Acer provided for your laptop, which you can get here:

https://www.acer.com/ac/en/US/content/support-product/5977?b=1

They're quite old and probably won't work well, but the point is to see whether they work at all.  Let me know if you get the same error or a different one, or for that matter if the drivers don't install properly.  If you're asked to install a newer Intel or Nvidia graphics driver, say no, at least for now.

And once again, the procedure is: uninstall the Nvidia driver > uninstall the Intel driver > install the Intel driver > restart > install the Nvidia driver > restart > test.