Not happy with support
I've got an issue with Supernatural (below). The suggested solution didn't work. I can't now get back to the live chat advice because of "Technical Problems" which seem not to end. It won't let me re...
Forum Discussion
- What is your operating system ?
- Is your daugther using custom content in her game ?
- Could you still post your DxDiag for sometimes even if the specs are ok, drivers are not updated or if you have two graphic cards in your computer, the game might not be recognizing that. It helps narrow down the problem.
Windows 7 for both computers
No custom content
Graphics drivers are up to date. If the suggestion is that it's a hardware issue, my first question would be- why does mine run every game happily from an emulated Dune through Fallout 3 and Spore to Skyrim (high settings), StarCraft 2, Shogun 2...(well, you get the picture!)?
Also, why does a very different computer, that runs vanilla SIMS, fail at exactly the same point with an expansion pack?
Anyway, thanks for the help! Much appreciated. My daughter doesn't get teary often, but the frustrations on this really got to her (and me).
Posting both DXDIAGs. Mine first.
------------------ System Information ------------------
Time of this report: 4/6/2013, 11:04:59
Machine name:
Operating System: Windows 7 Ultimate 32-bit (6.1, Build 7601) Service Pack 1 (7601.win7sp1_gdr.130104-1431)
Language: English (Regional Setting: English)
System Manufacturer: To Be Filled By O.E.M.
System Model: To Be Filled By O.E.M.
BIOS: Default System BIOS
Processor: Intel(R) Core(TM)2 Quad CPU Q6700 @ 2.66GHz (4 CPUs), ~2.6GHz
Memory: 4096MB RAM Available OS Memory: 3264MB RAM
Page File: 1828MB used, 4694MB 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: 6.01.7601.17514 32bit Unicode
------------ DxDiag Notes ------------
Display Tab 1: No problems found.
Sound Tab 1: No problems found.
Sound Tab 2: No problems found.
Input Tab: No problems found.
-------------------- DirectX Debug Levels --------------------
Direct3D: 0/4 (retail)
DirectDraw: 0/4 (retail)
DirectInput: 0/5 (retail)
DirectMusic: 0/5 (retail)
DirectPlay: 0/9 (retail)
DirectSound: 0/5 (retail)
DirectShow: 0/6 (retail)
--------------- Display Devices ---------------
Card name: ATI Radeon HD 4800 Series
Manufacturer: Advanced Micro Devices, Inc.
Chip type: ATI display adapter (0x9442)
DAC type: Internal DAC(400MHz)
Device Key: Enum\PCI\VEN_1002&DEV_9442&SUBSYS_026A1043&REV_00
Display Memory: 1881 MB
Dedicated Memory: 505 MB
Shared Memory: 1375 MB
Current Mode: 1152 x 864 (32 bit) (60Hz)
Monitor Name: Generic Non-PnP Monitor
Monitor Model: unknown
Monitor Id:
Native Mode: unknown
Output Type: HD15
Driver Name: aticfx32.dll,aticfx32.dll,aticfx32.dll,atiumdag.dll,atidxx32.dll,atiumdva.cap
Driver File Version: 8.17.0010.1124 (English)
Driver Version: 8.961.0.0
DDI Version: 10.1
Driver Model: WDDM 1.1
Driver Attributes: Final Retail
Driver Date/Size: 4/6/2012 03:21:52, 909312 bytes
WHQL Logo'd: Yes
WHQL Date Stamp:
Device Identifier: {D7B71EE2-D702-11CF-9777-6022BEC2C535}
Vendor ID: 0x1002
Device ID: 0x9442
SubSys ID: 0x026A1043
Revision ID: 0x0000
Driver Strong Name: oem28.inf:ATI.Mfg.NTx86.6.1:ati2mtag_RV7X:8.961.0.0😛ci\ven_1002&dev_9442
Rank Of Driver: 00E62001
Video Accel: ModeMPEG2_A ModeMPEG2_C
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
------------- Sound Devices -------------
Description: Speakers (SB Audigy)
Default Sound Playback: Yes Default Voice Playback: Yes
Hardware ID: PCI\VEN_1102&DEV_0007&SUBSYS_100A1102&REV_00
Manufacturer ID: 1
Product ID: 100
Type: WDM
Driver Name: P17.sys
Driver Version: 5.12.0001.2020 (English)
Driver Attributes: Final Retail
WHQL Logo'd: Yes
Date and Size: 10/16/2009 03:11:56, 1168896 bytes
Other Files:
Driver Provider: CREATIVE
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
Description: Digital Audio Interface (SB Audigy)
Default Sound Playback: No
Default Voice Playback: No
Hardware ID: PCI\VEN_1102&DEV_0007&SUBSYS_100A1102&REV_00
Manufacturer ID: 1
Product ID: 100
Type: WDM
Driver Name: P17.sys
Driver Version: 5.12.0001.2020 (English)
Driver Attributes: Final Retail
WHQL Logo'd: Yes
Date and Size: 10/16/2009 03:11:56, 1168896 bytes
Other Files:
Driver Provider: CREATIVE
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 ---------------------
Description: Microphone (SB Audigy)
Default Sound Capture: Yes
Default Voice Capture: Yes
Driver Name: P17.sys
Driver Version: 5.12.0001.2020 (English)
Driver Attributes: Final Retail
Date and Size: 10/16/2009 03:11:56, 1168896 bytes
Cap Flags: 0x1 Format Flags: 0xFFFFF
Description: Line-In (SB Audigy)
Default Sound Capture: No
Default Voice Capture: No
Driver Name: P17.sys
Driver Version: 5.12.0001.2020 (English)
Driver Attributes: Final Retail
Date and Size: 10/16/2009 03:11:56, 1168896 bytes
Cap Flags: 0x1
Format Flags: 0xFFFFF
Description: S/PDIF-In (SB Audigy)
Default Sound Capture: No
Default Voice Capture: No
Driver Name: P17.sys
Driver Version: 5.12.0001.2020 (English)
Driver Attributes: Final Retail
Date and Size: 10/16/2009 03:11:56, 1168896 bytes
Cap Flags: 0x1
Format Flags: 0xFFFFF
------------------- 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 Keyboard Attached: 1 Controller ID: 0x0 Vendor/Product ID: 0x04D9, 0x1603 FF Driver: n/a
Device Name: USB Keyboard Attached: 1 Controller ID: 0x0 Vendor/Product ID: 0x04D9, 0x1603 FF Driver: n/a
Device Name: USB Device Attached: 1 Controller ID: 0x0 Vendor/Product ID: 0x09DA, 0x9090 FF Driver: n/a
Device Name: USB Device Attached: 1 Controller ID: 0x0 Vendor/Product ID: 0x09DA, 0x9090 FF Driver: n/a
Device Name: USB Device Attached: 1 Controller ID: 0x0 Vendor/Product ID: 0x09DA, 0x9090 FF Driver: n/a
Poll w/ Interrupt: No
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