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jlee616's avatar
jlee616
12 years ago
Solved

Game Won't Run and Store Content Won't Install

Hello,

I just bought a new computer as my old one recently crashed :-( I spent today downloading The Sims 3 and ALL of my expansion packs. (I have a lot, but not all of the expansion packs) Sadly once I finished downloading everything I realized the game won't play. The launcher comes up, but when I hit play nothing happens and the launcher disappears. I also downloaded all of my store content but it won't install. I tried bypassing the launcher but that didn't work. I also tried turning off my firewall but that didn't work either. I have Windows 8.1 and Bitdefender for my virus protection. Please Help!

ystem Information
------------------
Time of this report: 2/20/2014, 22:06:49
       Machine name: JODISPC
   Operating System: Windows 8.1 64-bit (6.3, Build 9600) (9600.winblue_gdr.131030-1505)
           Language: English (Regional Setting: English)
System Manufacturer: ASUSTeK COMPUTER INC.
       System Model: M11BB
               BIOS: 0307
          Processor: AMD A10-6700 APU with Radeon(tm) HD Graphics    (4 CPUs), ~3.7GHz
             Memory: 8192MB RAM
Available OS Memory: 7368MB RAM
          Page File: 2565MB used, 5954MB 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 64bit Unicode

isplay Devices
---------------
          Card name: AMD Radeon HD 8670D
       Manufacturer: Advanced Micro Devices, Inc.
          Chip type: AMD Radeon HD 8670D (0x990C)
           DAC type: Internal DAC(400MHz)
        Device Type: Full Device
         Device Key: Enum\PCI\VEN_1002&DEV_990C&SUBSYS_85261043&REV_00
     Display Memory: 4205 MB
   Dedicated Memory: 749 MB
      Shared Memory: 3456 MB
       Current Mode: 1600 x 900 (32 bit) (60Hz)
       Monitor Name: Generic PnP Monitor
      Monitor Model: VH203
         Monitor Id: ACI20A3
        Native Mode: 1600 x 900(p) (59.978Hz)
        Output Type: DVI
        Driver Name: aticfx64.dll,aticfx64.dll,aticfx64.dll,aticfx32,aticfx32,aticfx32,atiumd64.dll,atidxx64.dll,atidxx64.dll,atiumdag,atidxx32,atidxx32,atiumdva,atiumd6a.cap,atitmm64.dll
Driver File Version: 8.17.0010.1247 (English)
     Driver Version: 13.251.0.0
        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: DMA
           Miracast: Not Supported
Hybrid Graphics GPU: Not Supported
     Power P-states: Not Supported
  Driver Attributes: Final Retail
   Driver Date/Size: 12/13/2013 10:23:30, 1318552 bytes
        WHQL Logo'd: Yes
    WHQL Date Stamp:
  Device Identifier: {D7B71EE2-DA4C-11CF-2C77-2CA5BEC2C535}
          Vendor ID: 0x1002
          Device ID: 0x990C
          SubSys ID: 0x85261043
        Revision ID: 0x0000
 Driver Strong Name: oem13.inf:cb0ae4144a716bfc:ati2mtag_Trinity_Desktop:13.251.0.0😛ci\ven_1002&dev_990c
     Rank Of Driver: 00DA2001
        Video Accel: ModeMPEG2_A ModeMPEG2_C
        DXVA2 Modes: DXVA2_ModeMPEG2_VLD  DXVA2_ModeMPEG2_IDCT  DXVA2_ModeH264_VLD_NoFGT  DXVA2_ModeVC1_VLD 
   Deinterlace Caps: {6E8329FF-B642-418B-BCF0-BCB6591E255F}: Format(In/Out)=(YUY2,YUY2) Frames(Prev/Fwd/Back)=(0,0,1) Caps=VideoProcess_YUV2RGB VideoProcess_StretchX VideoProcess_StretchY DeinterlaceTech_PixelAdaptive
                     {335AA36E-7884-43A4-9C91-7F87FAF3E37E}: Format(In/Out)=(YUY2,YUY2) Frames(Prev/Fwd/Back)=(0,0,0) Caps=VideoProcess_YUV2RGB VideoProcess_StretchX VideoProcess_StretchY 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
                     {6E8329FF-B642-418B-BCF0-BCB6591E255F}: Format(In/Out)=(UYVY,UYVY) Frames(Prev/Fwd/Back)=(0,0,1) Caps=VideoProcess_YUV2RGB VideoProcess_StretchX VideoProcess_StretchY DeinterlaceTech_PixelAdaptive
                     {335AA36E-7884-43A4-9C91-7F87FAF3E37E}: Format(In/Out)=(UYVY,UYVY) Frames(Prev/Fwd/Back)=(0,0,0) Caps=VideoProcess_YUV2RGB VideoProcess_StretchX VideoProcess_StretchY DeinterlaceTech_BOBVerticalStretch
                     {5A54A0C9-C7EC-4BD9-8EDE-F3C75DC4393B}: Format(In/Out)=(UYVY,UYVY) Frames(Prev/Fwd/Back)=(0,0,0) Caps=VideoProcess_YUV2RGB VideoProcess_StretchX VideoProcess_StretchY
                     {5A54A0C9-C7EC-4BD9-8EDE-F3C75DC4393B}: Format(In/Out)=(YV12,0x32315659) Frames(Prev/Fwd/Back)=(0,0,0) Caps=
                     {3C5323C1-6FB7-44F5-9081-056BF2EE449D}: Format(In/Out)=(NV12,0x3231564e) Frames(Prev/Fwd/Back)=(0,0,2) Caps=VideoProcess_YUV2RGB VideoProcess_StretchX VideoProcess_StretchY DeinterlaceTech_PixelAdaptive
                     {552C0DAD-CCBC-420B-83C8-74943CF9F1A6}: Format(In/Out)=(NV12,0x3231564e) Frames(Prev/Fwd/Back)=(0,0,2) Caps=VideoProcess_YUV2RGB VideoProcess_StretchX VideoProcess_StretchY DeinterlaceTech_PixelAdaptive
                     {6E8329FF-B642-418B-BCF0-BCB6591E255F}: Format(In/Out)=(NV12,0x3231564e) Frames(Prev/Fwd/Back)=(0,0,1) Caps=VideoProcess_YUV2RGB VideoProcess_StretchX VideoProcess_StretchY DeinterlaceTech_PixelAdaptive
                     {335AA36E-7884-43A4-9C91-7F87FAF3E37E}: Format(In/Out)=(NV12,0x3231564e) Frames(Prev/Fwd/Back)=(0,0,0) Caps=VideoProcess_YUV2RGB VideoProcess_StretchX VideoProcess_StretchY DeinterlaceTech_BOBVerticalStretch
                     {5A54A0C9-C7EC-4BD9-8EDE-F3C75DC4393B}: Format(In/Out)=(NV12,0x3231564e) Frames(Prev/Fwd/Back)=(0,0,0) Caps=VideoProcess_YUV2RGB VideoProcess_StretchX VideoProcess_StretchY
                     {5A54A0C9-C7EC-4BD9-8EDE-F3C75DC4393B}: Format(In/Out)=(IMC1,UNKNOWN) Frames(Prev/Fwd/Back)=(0,0,0) Caps=
                     {5A54A0C9-C7EC-4BD9-8EDE-F3C75DC4393B}: Format(In/Out)=(IMC2,UNKNOWN) Frames(Prev/Fwd/Back)=(0,0,0) Caps=
                     {5A54A0C9-C7EC-4BD9-8EDE-F3C75DC4393B}: Format(In/Out)=(IMC3,UNKNOWN) Frames(Prev/Fwd/Back)=(0,0,0) Caps=
                     {5A54A0C9-C7EC-4BD9-8EDE-F3C75DC4393B}: Format(In/Out)=(IMC4,UNKNOWN) Frames(Prev/Fwd/Back)=(0,0,0) Caps=
                     {5A54A0C9-C7EC-4BD9-8EDE-F3C75DC4393B}: Format(In/Out)=(S340,UNKNOWN) Frames(Prev/Fwd/Back)=(0,0,0) Caps=
                     {5A54A0C9-C7EC-4BD9-8EDE-F3C75DC4393B}: Format(In/Out)=(S342,UNKNOWN) Frames(Prev/Fwd/Back)=(0,0,0) Caps=
       D3D9 Overlay: Not Supported
            DXVA-HD: Not Supported
       DDraw Status: Enabled
         D3D Status: Enabled
         AGP Status: Enabled

pc
technical issues
  • jlee616's avatar
    jlee616
    12 years ago

    After spending a while looking at the different threads, I found out it is Bitdefender (my virus protection software) that doesn't work with the game. I talked to a bidefender help desk person and ran thru a few things with them. It is the Active Virus Control that blocks the game. Go to Settings - Antivirus - Active Virus Control and turn it off. The game works for me with it turned off. Not sure why it's not compatable, it worked fine when I had Windows 7. Bitdefender asked it I'll send them some info to help find out exactly what the problem is so they can fix it.

3 Replies

  • jlee616's avatar
    jlee616
    12 years ago

    Sound Devices
    -------------
                Description: Speakers (Realtek High Definition Audio)
     Default Sound Playback: Yes
     Default Voice Playback: Yes
                Hardware ID: HDAUDIO\FUNC_01&VEN_10EC&DEV_0887&SUBSYS_104385A3&REV_1003
            Manufacturer ID: 1
                 Product ID: 100
                       Type: WDM
                Driver Name: RTKVHD64.sys
             Driver Version: 6.00.0001.6890 (English)
          Driver Attributes: Final Retail
                WHQL Logo'd: Yes
              Date and Size: 4/23/2013 09:27:32, 3382088 bytes
                Other Files:
            Driver Provider: Realtek Semiconductor Corp.
             HW Accel Level: Basic
                  Cap Flags: 0xF1F
        Min/Max Sample Rate: 100, 200000
    Static/Strm HW Mix Bufs: 1, 0
     Static/Strm HW 3D Bufs: 0, 0
                  HW Memory: 0
           Voice Management: No
     EAX(tm) 2.0 Listen/Src: No, No
       I3DL2(tm) Listen/Src: No, No
    Sensaura(tm) ZoomFX(tm): No

    ---------------------
    Sound Capture Devices
    ---------------------
    ---------------------
    Video Capture Devices
    Number of Devices: 0
    ---------------------
    -------------------
    DirectInput Devices
    -------------------
          Device Name: Mouse
             Attached: 1
        Controller ID: n/a
    Vendor/Product ID: n/a
            FF Driver: n/a

          Device Name: Keyboard
             Attached: 1
        Controller ID: n/a
    Vendor/Product ID: n/a
            FF Driver: n/a

          Device Name: USB Multimedia Keyboard
             Attached: 1
        Controller ID: 0x0
    Vendor/Product ID: 0x04CA, 0x002A
            FF Driver: n/a

          Device Name: USB Multimedia Keyboard
             Attached: 1
        Controller ID: 0x0
    Vendor/Product ID: 0x04CA, 0x002A
            FF Driver: n/a

          Device Name: USB Receiver
             Attached: 1
        Controller ID: 0x0
    Vendor/Product ID: 0x046D, 0xC52B
            FF Driver: n/a

          Device Name: USB Multimedia Keyboard
             Attached: 1
        Controller ID: 0x0
    Vendor/Product ID: 0x04CA, 0x002A
            FF Driver: n/a

          Device Name: USB Receiver
             Attached: 1
        Controller ID: 0x0
    Vendor/Product ID: 0x046D, 0xC52B
            FF Driver: n/a

          Device Name: USB Receiver
             Attached: 1
        Controller ID: 0x0
    Vendor/Product ID: 0x046D, 0xC52B
            FF Driver: n/a

          Device Name: USB Receiver
             Attached: 1
        Controller ID: 0x0
    Vendor/Product ID: 0x046D, 0xC52B
            FF Driver: n/a

          Device Name: USB Receiver
             Attached: 1
        Controller ID: 0x0
    Vendor/Product ID: 0x046D, 0xC52B
            FF Driver: n/a

          Device Name: USB Receiver
             Attached: 1
        Controller ID: 0x0
    Vendor/Product ID: 0x046D, 0xC52B
            FF Driver: n/a

    Poll w/ Interrupt: No

    -----------
    USB Devices
    -----------
    + USB Root Hub
    | Vendor/Product ID: 0x1022, 0x7807
    | Matching Device ID: USB\ROOT_HUB
    | Service: usbhub
    | Driver: usbhub.sys, 8/22/2013 07:43:34, 422240 bytes
    | Driver: usbd.sys, 8/22/2013 07:43:33, 28000 bytes

    ----------------
    Gameport Devices
    ----------------

    ------------
    PS/2 Devices
    ------------
    + HID Keyboard Device
    | Vendor/Product ID: 0x04CA, 0x002A
    | Matching Device ID: HID_DEVICE_SYSTEM_KEYBOARD
    | Service: kbdhid
    | Driver: kbdhid.sys, 8/22/2013 06:39:13, 32256 bytes
    | Driver: kbdclass.sys, 8/22/2013 07:43:45, 58208 bytes
    |
    + HID Keyboard Device
    | Vendor/Product ID: 0x046D, 0xC52B
    | Matching Device ID: HID_DEVICE_SYSTEM_KEYBOARD
    | Service: kbdhid
    | Driver: kbdhid.sys, 8/22/2013 06:39:13, 32256 bytes
    | Driver: kbdclass.sys, 8/22/2013 07:43:45, 58208 bytes
    |
    + HID-compliant mouse
    | Vendor/Product ID: 0x046D, 0xC52B
    | Matching Device ID: HID_DEVICE_SYSTEM_MOUSE
    | Service: mouhid
    | Driver: mouhid.sys, 8/22/2013 06:39:13, 30208 bytes
    | Driver: mouclass.sys, 8/22/2013 07:43:45, 51040 bytes

    ------------------------
    Disk & DVD/CD-ROM Drives
    ------------------------
          Drive: C:
     Free Space: 832.7 GB
    Total Space: 935.0 GB
    File System: NTFS
          Model: TOSHIBA DT01ACA100 SATA Disk Device

          Drive: D:
          Model: ASUS DVD RAM GHB1N SATA CdRom Device
         Driver: c:\windows\system32\drivers\cdrom.sys, 6.03.9600.16384 (English), 8/22/2013 03:46:35, 164352 bytes

    --------------
    System Devices
    --------------
         Name: High Definition Audio Controller
    Device ID: PCI\VEN_1002&DEV_9902&SUBSYS_85261043&REV_00\3&267A616A&2&09
       Driver: C:\WINDOWS\system32\DRIVERS\hdaudbus.sys, 6.03.9600.16384 (English), 8/22/2013 06:38:38, 78336 bytes

         Name: Realtek PCIe GBE Family Controller
    Device ID: PCI\VEN_10EC&DEV_8168&SUBSYS_85051043&REV_09\4&2602A21F&0&00A9
       Driver: C:\WINDOWS\system32\DRIVERS\au630x64.sys, 8.13.0314.2013 (English), 9/23/2013 17:04:04, 792648 bytes
       Driver: C:\WINDOWS\system32\RtNicProp64.dll, 1.02.0000.0005 (English), 9/23/2013 17:04:04, 78920 bytes
       Driver: C:\Program Files\ASUS\AMDA\U3\U3.dll, 1.00.0000.0001 (English), 9/23/2013 17:04:04, 208384 bytes
       Driver: C:\Program Files\ASUS\AMDA\U3\U3BoostSvr64.dll, 1.00.0001.0003 (English), 9/23/2013 17:04:04, 425784 bytes
       Driver: C:\Program Files\ASUS\AMDA\U3\U3BoostSvr64.exe.manifest, 9/23/2013 17:04:04, 991 bytes

         Name: PCI standard PCI-to-PCI bridge
    Device ID: PCI\VEN_1022&DEV_1414&SUBSYS_85261043&REV_00\3&267A616A&2&20
       Driver: C:\WINDOWS\system32\DRIVERS\pci.sys, 6.03.9600.16384 (English), 8/22/2013 07:43:32, 285536 bytes

         Name: PCI standard host CPU bridge
    Device ID: PCI\VEN_1022&DEV_1401&SUBSYS_00000000&REV_00\3&267A616A&2&C1
       Driver: n/a

         Name: Standard Dual Channel PCI IDE Controller
    Device ID: PCI\VEN_1022&DEV_780C&SUBSYS_85271043&REV_40\3&267A616A&2&A1
       Driver: C:\WINDOWS\system32\DRIVERS\pciide.sys, 6.03.9600.16384 (English), 8/22/2013 07:43:31, 14688 bytes
       Driver: C:\WINDOWS\system32\DRIVERS\pciidex.sys, 6.03.9600.16384 (English), 8/22/2013 07:43:32, 48992 bytes
       Driver: C:\WINDOWS\system32\DRIVERS\atapi.sys, 6.03.9600.16384 (English), 8/22/2013 07:43:41, 26464 bytes
       Driver: C:\WINDOWS\system32\DRIVERS\ataport.sys, 6.03.9600.16384 (English), 8/22/2013 07:43:41, 199520 bytes

         Name: PCI standard PCI-to-PCI bridge
    Device ID: PCI\VEN_1022&DEV_43A2&SUBSYS_00001022&REV_00\3&267A616A&2&AA
       Driver: C:\WINDOWS\system32\DRIVERS\pci.sys, 6.03.9600.16384 (English), 8/22/2013 07:43:32, 285536 bytes

  • jlee616's avatar
    jlee616
    12 years ago

    After spending a while looking at the different threads, I found out it is Bitdefender (my virus protection software) that doesn't work with the game. I talked to a bidefender help desk person and ran thru a few things with them. It is the Active Virus Control that blocks the game. Go to Settings - Antivirus - Active Virus Control and turn it off. The game works for me with it turned off. Not sure why it's not compatable, it worked fine when I had Windows 7. Bitdefender asked it I'll send them some info to help find out exactly what the problem is so they can fix it.

  • crinrict's avatar
    crinrict
    Hero+
    12 years ago

    Thanks for posting that solution. 

    Good to know what settings need to be changed for it to work.

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