Photos black/missing image (wall & inventory)

I think this is what you are asking for. I am not sure if my graphics drivers are up to date, so I went to the HP website to find the graphics information and included that in a screen shot for you as well.

Thank you for your patience and for all of your help,

Nicole - "nickkieandcoa"

Thank you @missnickkie

Can you also provide your dxdiag?

Instructions for how to do that are here:

https://help.ea.com/en-us/help/pc/how-to-gather-dxdiag-information/

Thank you for providing those instructions. Here is the attachment that you requested. 

Thank you for providing those instructions. Here is the attachment that you requested. 

Thank you @missnickkie

According to this page, your graphics card may not support Windows 10.  I'm wondering if this is causing the issue you are seeing.

https://support.amd.com/en-us/kb-articles/Pages/Win10-Driver-Support.aspx

Have you tried adjusting the graphics settings in game to see if are settings that make the issue go away?

What would be the recommended settings? I made an attempt once before, but I only increased the settings, i did not lower them. Should I try that? Also, if that is a viable solution, would making adjustments to the in game settings repair the older photos? Or would I need to remove them and start with new photos to verify that in game adjustments actually solve the issue? 

Thank you for all of your help. You have no idea how much I appreciate it! 

@missnickkie

Try lowering them.  Also, I don't think the existing photos would be repaired; you'd need to create new ones and see if those have the issue.

Well lowering the in-game  graphic settings did not work either. I even went so far as to move the old screen shots/pics out of my sims 4 folder and onto a flash drive. Then I deleted the old ones from one of my households. The new photos were still black. So it looks like I might have to reverse my upgrade back to Windows 7 and see if that solves anything. I dont know if that is worth it. 

Anyway, thank you all for such great help. I appreciate your time and effort; especially when trying to virtually solve a problem like this. Have a great weekend! 

nickkieandcoa

@missnickkie

So far we have been unable to reproduce this issue on our end.  (We looked at the saves you sent, and those photos are indeed black, but we have not been able to see the issue from scratch.)

A couple of other questions:

• Do you happen to have any other programs running that might conflict with the game?
• Have you tried turning off Origin-In-Game (OIG) to see if that improves it?
  • To turn off OIG:
    • Make sure the game is not running > Origin client > Origin menu > Application Settings > Origin In-Game tab > Turn off "Enable Origin In-Game" 

1) I am not sure if there are other programs running that would affect the game. The only thing I know for sure is my Adware (bytefence) but that has been running since day one. Any suggestions of what to look for?

2) I actually have turned off Origin In Game and did so last week. Unfortunately I did not notice a difference but my Origin In Game is still off.

@missnickkie

Maybe things like:

• Video capture or screen capture tools
• Other digital distribution applications that may have a video overlay (similar to Origin)

I'm sure it is painfully obvious that I have no idea of what to look for. I thought to screen shot the programs and features page in hopes that maybe one of the team members would be able to spot something that I am overlooking. However my control panel is also not working and I am not able to produce that information right now. I will try to go through my device manager after work in the morning and maybe that could yeild some progress. 

Again I appreciate all the efforts,

Nickkie

@SimQARobo

The only thing that I can think of is maybe my snippet tool - as far as I know it is the only screen capture tool that I have. I have included screen shots of the list of programs that are installed on my PC along with a screen shot of the device manager. Can you see anything that may be contributing to the issue I am having with the in-game photos?

attachments just in case the images on the previous reply are illegible

@missnickkie

(Sorry for the delayed response)

Nothing in your list would seem to be problematic I think, unless maybe if you're running Roblox player at the same time as Sims 4.

If you're not doing that, then maybe the issue is caused by your graphics card not supporting Windows 10.

   @SimQARobo

First, I thank you so much for looking into this for me. You have no idea how much I appreciate it. 

    Additionally, as far as I know Roblox and Sims 4 are not running at the same time but I will pay attention to that next time. After researching along with the help of the support team, I personally believe that the issue is just an incompatible graphics card. I'll look into that eventually.

Again, I thank the team for the assistance. HAPPY HOLIDAYS!! 

Nickkie

#nickkieandcoa

@missnickkie

Oh, that's good news!  Happy Holidays to you as well!