I have access to The Sims 4 Create-a-Sims demo but after the opening anamation, I get a black screen where the only thing showing is my mouse. My computer is well above the minimum recomendations. All of my drivers are up-to-date and I have uninstalled and reinstalled the demo. I still get a black screen. Is there anything I can do to get the demo working?

What graphics card do you use? Are you using any Beta drivers? If so, perhaps rolling them back to the latest certified will help. If you're on a laptop, check that it's not swapping to the integrated chipset when you start the game.

Here are my system specs:OS: Windows 8.1 (64 bit)CPU: 3.5 GHz AMD FX 6300 Six-CoreRam: 8 GBVideo Card: AMD Radeon R7 260I do not have an beta drivers installed. I am also using a PC.

Could you post your Computer's DxDiag?To gather a DxDiag on your computer, please follow the steps here: http://answers.ea.com/t5/The-Sims-3/HOW-TO-DxDiag-for-Sims-3-PC-Only/td-p/1049584/

Spoiler (Highlight to read)------------------System Information------------------Time of this report: 7/10/2014, 22:48:55 Machine name: SARAHPC Operating System: Windows 8.1 64-bit (6.3, Build 9600) (9600.winblue_gdr.140330-1035) Language: English (Regional Setting: English)System Manufacturer: MSI System Model: MS-7693 BIOS: BIOS Date: 10/08/13 16:03:23 Ver: 04.06.05 Processor: AMD FX(tm)-6300 Six-Core Processor (6 CPUs), ~3.5GHz Memory: 8192MB RAMAvailable OS Memory: 8142MB RAM Page File: 1986MB used, 7435MB available Windows Dir: C:\Windows DirectX Version: DirectX 11DX 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------------------System Information------------------Time of this report: 7/10/2014, 22:48:55 Machine name: SARAHPC Operating System: Windows 8.1 64-bit (6.3, Build 9600) (9600.winblue_gdr.140330-1035) Language: English (Regional Setting: English)System Manufacturer: MSI System Model: MS-7693 BIOS: BIOS Date: 10/08/13 16:03:23 Ver: 04.06.05 Processor: AMD FX(tm)-6300 Six-Core Processor (6 CPUs), ~3.5GHz Memory: 8192MB RAMAvailable OS Memory: 8142MB RAM Page File: 1986MB used, 7435MB available Windows Dir: C:\Windows DirectX Version: DirectX 11DX 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

Spoiler (Highlight to read)------------DxDiag Notes------------ Display Tab 1: No problems found. Sound Tab 1: No problems found. Sound Tab 2: No problems found. Sound Tab 3: No problems found. Sound Tab 4: No problems found. Sound Tab 5: 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)------------DxDiag Notes------------ Display Tab 1: No problems found. Sound Tab 1: No problems found. Sound Tab 2: No problems found. Sound Tab 3: No problems found. Sound Tab 4: No problems found. Sound Tab 5: 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)

Black screen on CAS | EA Forums

28 Replies

Lavadorious
12 years ago
Here is the config file:
Spoiler
=== Application info ===
Name:            Sims4
Version:
Build:           Release
=== Rating info ===
GPU: 5 GPU Memory: 4 CPU: 4 RAM: 4 CPU Speed: 3500 Threading: 3
Adjusted CPU: 5050 RAM: 8141 Adjusted RAM: 7629 Cores: 6
=== Machine info ===
OS version:      Windows 8.1 6.3.9600
OS prod type:
OS major ver:    6
OS minor ver:    3
OS SP major ver:
OS SP minor ver:
OS is 64Bit:     1
CPU:             AuthenticAMD
    Brand:       AMD FX(tm)-6300 Six-Core Processor
    Family:      15
    Model:       2
    Cores:       6
    HT:          0
    x64:         1
Memory:          8141MB
Free memory:     5960MB
VA space:        4095MB
User:
Computer:
=== Graphics device info ===
Number:          0
Name (driver):   AMD Radeon R7 200 Series
Name (database): [Found: 0, Supported: 1]
Vendor:          ATI
Chipset:         Vendor: 1002, Device: 6658, Board: e258174b, Chipset: 0000
Driver:          aticfx32.dll, Version: 8.17.10.1247, GUID: D7B71EE2-2518-11CF-2470-52C2BEC2C535
Driver version: 1247
Monitor:         \\.\DISPLAY1
Texture memory: 2026MB
Vertex program: 3.0
Pixel program:   3.0
Hardware TnL:    1
Opt. features:   +sab +a8l8 +rgba16f +r32f +bc4 +bc5 -rawz +intz
=== Options ===
OptionsVersion 1
NumBoots 4
LightingQuality 4
GeneralReflections 3
ObjectQuality 3
VisualEffects 3
PostProcessing 1
TerrainQuality 3
EdgeSmoothing 3
SimQuality 4
ViewDistance 3
AdvancedRendering 1
VerticalSync 0
ResolutionWidth 1920
ResolutionHeight 1080
ResolutionRefresh 59
SceneResolution 3
VisualQuality 5
FullScreen 1
WindowedFullScreen 0
AudioQuality 3
Audi🤭utputMode 1
MasterLevel 255
VoiceLevel 255
SoundFXLevel 255
MusicLevel 255
MenuMusicLevel 255
UISoundSXLevel 255
AmbientLevel 255
FocusMute 1
VoiceMute 0
SoundFXMute 0
MusicMute 0
UIMute 0
AmbientMute 0
EdgeScrolling 1
EdgeScrollingWarning 1
EnableTelemetry 1
InvertHorizontalRotation 0
InvertVerticalRotation 0
AdvancedCamera 0
ScreenshotPostUI 0
VideoCaptureSize 1
VideoCaptureQuality 2
VideoCaptureSound 1
VideoCaptureTime 0
VideoCaptureHideUI 1
AutonomyHousehold 3
AutonomyDisabledForActiveSim 0
SimsSetAgeSpeed 1
SimsSetAgingEnabled 2
TradSocialMenuEnabled 0
MemoriesHelperEnabled 1
AutoAgeUnplayed 0
NPCReplacement 1
TutorialEnabled 1
ShowModListStartup 1
ScriptModsEnabled 0
ShowOnlineNotifications 1
AutoReconnect 1
OnlineAccess 1
DisableComments 0
=== Default Options ===
OptionsVersion 0
NumBoots 4294967295
LightingQuality 4
GeneralReflections 3
ObjectQuality 3
VisualEffects 3
PostProcessing 1
TerrainQuality 3
EdgeSmoothing 3
SimQuality 4
ViewDistance 3
AdvancedRendering 1
VerticalSync 0
ResolutionWidth 2023
ResolutionHeight 1138
ResolutionRefresh 4294967295
SceneResolution 3
VisualQuality 5
FullScreen 0
WindowedFullScreen 0
AudioQuality 3
Audi🤭utputMode 1
MasterLevel 255
VoiceLevel 255
SoundFXLevel 255
MusicLevel 255
MenuMusicLevel 255
UISoundSXLevel 255
AmbientLevel 255
FocusMute 1
VoiceMute 0
SoundFXMute 0
MusicMute 0
UIMute 0
AmbientMute 0
EdgeScrolling 1
EdgeScrollingWarning 1
EnableTelemetry 1
InvertHorizontalRotation 0
InvertVerticalRotation 0
AdvancedCamera 0
ScreenshotPostUI 0
VideoCaptureSize 1
VideoCaptureQuality 2
VideoCaptureSound 1
VideoCaptureTime 0
VideoCaptureHideUI 1
AutonomyHousehold 3
AutonomyDisabledForActiveSim 0
SimsSetAgeSpeed 1
SimsSetAgingEnabled 2
TradSocialMenuEnabled 0
MemoriesHelperEnabled 1
AutoAgeUnplayed 0
NPCReplacement 1
TutorialEnabled 1
ShowModListStartup 1
ScriptModsEnabled 0
ShowOnlineNotifications 1
AutoReconnect 1
OnlineAccess 1
DisableComments 0

I do get the llama picture when I right click any where on the screen.
crinrict
Hero+
12 years ago
OK. This is currently investigated by the Studio.

I have no further trouble shooting availble atm but I might make a Info Request thread for this later.
Lavadorious
12 years ago
I just tried on my husband's computer and it worked.
Below is his config log
Spoiler
=== Application info ===
Name:            Sims4
Version:
Build:           Release
=== Rating info ===
GPU: 5 GPU Memory: 4 CPU: 4 RAM: 4 CPU Speed: 3293 Threading: 3
Adjusted CPU: 4740 RAM: 8173 Adjusted RAM: 7661 Cores: 4
=== Machine info ===
OS version:      Windows 8.1 6.3.9600
OS prod type:
OS major ver:    6
OS minor ver:    3
OS SP major ver:
OS SP minor ver:
OS is 64Bit:     1
CPU:             GenuineIntel
    Brand:       Intel(R) Core(TM) i5-2500K CPU @ 3.30GHz
    Family:      6
    Model:       10
    Cores:       4
    HT:          0
    x64:         1
Memory:          8173MB
Free memory:     6469MB
VA space:        4095MB
User:
Computer:
=== Graphics device info ===
Number:          0
Name (driver):   NVIDIA GeForce GTX 770
Name (database): GeForce GTX 770 [Found: 1, Supported: 1]
Vendor:          NVIDIA
Chipset:         Vendor: 10de, Device: 1184, Board: 1033196e, Chipset: 00a1
Driver:          nvd3dum.dll, Version: 9.18.13.3788, GUID: D7B71E3E-52C4-11CF-1274-3E301CC2C435
Driver version: 3788
Monitor:         \\.\DISPLAY1
Texture memory: 1985MB
Vertex program: 3.0
Pixel program:   3.0
Hardware TnL:    1
Opt. features:   +sab +a8l8 +rgba16f +r32f +bc4 +bc5 -rawz +intz
=== Options ===
OptionsVersion 0
NumBoots 4294967295
LightingQuality 4
GeneralReflections 3
ObjectQuality 3
VisualEffects 3
PostProcessing 1
TerrainQuality 3
EdgeSmoothing 3
SimQuality 4
ViewDistance 3
AdvancedRendering 1
VerticalSync 0
ResolutionWidth 1920
ResolutionHeight 1080
ResolutionRefresh 60
SceneResolution 3
VisualQuality 5
FullScreen 1
WindowedFullScreen 0
AudioQuality 3
Audi🤭utputMode 1
MasterLevel 255
VoiceLevel 255
SoundFXLevel 255
MusicLevel 255
MenuMusicLevel 255
UISoundSXLevel 255
AmbientLevel 255
FocusMute 1
VoiceMute 0
SoundFXMute 0
MusicMute 0
UIMute 0
AmbientMute 0
EdgeScrolling 1
EdgeScrollingWarning 1
EnableTelemetry 1
InvertHorizontalRotation 0
InvertVerticalRotation 0
AdvancedCamera 0
ScreenshotPostUI 0
VideoCaptureSize 1
VideoCaptureQuality 2
VideoCaptureSound 1
VideoCaptureTime 0
VideoCaptureHideUI 1
AutonomyHousehold 3
AutonomyDisabledForActiveSim 0
SimsSetAgeSpeed 1
SimsSetAgingEnabled 2
TradSocialMenuEnabled 0
MemoriesHelperEnabled 1
AutoAgeUnplayed 0
NPCReplacement 1
TutorialEnabled 1
ShowModListStartup 1
ScriptModsEnabled 0
ShowOnlineNotifications 1
AutoReconnect 1
OnlineAccess 1
DisableComments 0
=== Default Options ===
OptionsVersion 0
NumBoots 4294967295
LightingQuality 4
GeneralReflections 3
ObjectQuality 3
VisualEffects 3
PostProcessing 1
TerrainQuality 3
EdgeSmoothing 3
SimQuality 4
ViewDistance 3
AdvancedRendering 1
VerticalSync 0
ResolutionWidth 2023
ResolutionHeight 1138
ResolutionRefresh 4294967295
SceneResolution 3
VisualQuality 5
FullScreen 0
WindowedFullScreen 0
AudioQuality 3
Audi🤭utputMode 1
MasterLevel 255
VoiceLevel 255
SoundFXLevel 255
MusicLevel 255
MenuMusicLevel 255
UISoundSXLevel 255
AmbientLevel 255
FocusMute 1
VoiceMute 0
SoundFXMute 0
MusicMute 0
UIMute 0
AmbientMute 0
EdgeScrolling 1
EdgeScrollingWarning 1
EnableTelemetry 1
InvertHorizontalRotation 0
InvertVerticalRotation 0
AdvancedCamera 0
ScreenshotPostUI 0
VideoCaptureSize 1
VideoCaptureQuality 2
VideoCaptureSound 1
VideoCaptureTime 0
VideoCaptureHideUI 1
AutonomyHousehold 3
AutonomyDisabledForActiveSim 0
SimsSetAgeSpeed 1
SimsSetAgingEnabled 2
TradSocialMenuEnabled 0
MemoriesHelperEnabled 1
AutoAgeUnplayed 0
NPCReplacement 1
TutorialEnabled 1
ShowModListStartup 1
ScriptModsEnabled 0
ShowOnlineNotifications 1
AutoReconnect 1
OnlineAccess 1
DisableComments 0
crinrict
Hero+
12 years ago
OK. thanks. Let me get that info from the other user too then.

Yours says graphic card not found so that might be an indication. Your husbands one is ok.
Lavadorious
12 years ago
I have no problems with any other Origin games.
crinrict
Hero+
12 years ago
The card should handle this demo. I can handle it with my many years old test laptop.

Try reinstalling your graphics drivers.
Lavadorious
12 years ago
I just reinstalled my video drivers and the issue has not be resolved. The config.log file still shows that their was no database found for my video card. It is beginning to sound like the program is having a problem identifying the AMD video cards.
crinrict
Hero+
12 years ago
Let's wait for the config.log of the other user with the same issue.

I tried the demo on my Windows 8 tablet and it doesn't have a recognized card either, yet it works so I don't know.

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Black screen on CAS

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