"Can't run Sims 4 with this Video Card"

I posted this yesterday, but the topic it was attached to is marked 'solved', and it doesn't look like it's being monitored anymore.

I just purchased The Sims 4 and City Living expansion, and on startup the following error message interupts as soon as the window attempts to launch

"Unable to Start:

Can't run The Sims 4 with the Video card in theis system. Please check that the video card meets the minimum specifications and that the latest video drivers are installed.

[0e6d1221:1df4e8dc80010000:00000000]"

I am running a desktop PC with Windows 10

My video card is a Radeon RX 480, and has the latest drivers installed. 'Switchable Graphics settings' are not an available option available in my system settings

I have spent hours searching and trying as many of the solutions I could find here and on other forums, and am at a loss.

DXDiag included below.

Thanks in advance

DxDiag.txt78 KB

Anonymous
8 years ago
@roberta591 @jpkarlsen
I'm going to list this as solved, as I managed to get the game to run in windowed mode, though I have no idea how or why it suddenly startd doing so. Not going to look a gift horse in the mouth and since this seems to have eben as confusing for you guys as it has for me, let's just leave it here.
Thank you both for the help and sugestions

14 Replies

CMeki
Hero (Retired)
8 years ago
@sentari559
I looked through your dxdiag yesterday and had no idea what the reason could be, so I hoped someone else would answer. 😇
Tagging @roberta591, do you have any clue?

Sentari I know you wrote that you've tested everything you could find more or less, but if you could list some things you've done it's easier for us not to give you the exact same tips again 🙂
Anonymous
8 years ago
Clean install of the Radeon control center from an earleir version, and clean install of drivers from an earlier version
Clean install of origin, shutting of of Origin in game, attempting to run offline, attempting to run direct from the exe and same offline
in Radeon Gameing settings attempting to run after changing each available option to see if that triggers some forced GPU switch
I even found one promising lead on a sims 3 post where the list of GPU's in one of the files hadn't updated correctly, but eitehr the filename/location was different and I was being blind, or Sims 4 uses a different file

I've probably missed a whole bunch of solutions but was getting rather frustrated/flustered after a while
jpkarlsen
Hero (Retired)
8 years ago
Please try to completely remove the driver then download the latest from AMD and install that.
roberta591
Hero (Retired)
8 years ago
@sentari559 Have you tried running the game with only one monitor? Free space on the system drive may be too little. You have two different monitors connected with two different resolutions. This could cause issues with a game that configures itself for the video.
Anonymous
8 years ago
@jpkarlsenI have just completed doing so as set out on AMD's site detailing the steps for this
Unfortunatly, that doesn't appear to have made any difference ☹️
Anonymous
8 years ago
@roberta591 Just tried this, same result unfortunatly. Was worth a try
jpkarlsen
Hero (Retired)
8 years ago
@sentari559
Try running Origin as Admin and start the game from there.
roberta591
Hero (Retired)
8 years ago
@sentari559 Did you try to free up some space on the system drive? In the user data files there is a file config.log - look to see if there is a line about the video card that says found: 1, supported 1. If it says found 0, supported 0 then the entry in the game data base is wrong. You have to post your dxdiag - how to post your computer's dxdiag to see if the entry in the game database is correct. I saw a post that reported the entry may be incorrect.
Anonymous
8 years ago
@roberta591My DxDiag is attached to my first post
This is the GPU relevant bit from my config.log. Unfortunatly it does not appear to be the cause of the issue.
=== Graphics device info ===
Number:          0
Name (driver):   Radeon (TM) RX 480 Graphics
Name (database): AMD Radeon R9 480, 570, and 580 [Found: 1, Supported: 1]
Vendor:          ATI
Chipset:         Vendor: 1002, Device: 67df, Board: 04a81043, Chipset: 00c7
Driver:          aticfx64.dll, Version: 23.20.15025.1004, GUID: D7B71EE2-249F-11CF-1F70-191E7CC2DA35
Driver version: 1004
Monitor:         \\.\DISPLAY2
Texture memory: 4041MB
Vertex program: 3.0
Pixel program:   3.0
Hardware TnL:    1
Opt. features:   +sab +a8l8 +rgba16f +r32f +bc4 +bc5 -rawz +intz
HOWEVER, in that file, under the ===Default Options=== section, I've found that it is setting the resolution as follows
ResolutionWidth 2023
ResolutionHeight 1138
ResolutionRefresh 4294967295
Whereas in the ===Options=== section it is using
ResolutionWidth 1920
ResolutionHeight 1080
ResolutionRefresh 30
the ===Options=== section is correct for my monitor setup, so I am going to try adjusting the ===Default Options=== version to match and will post again with the results
Anonymous
8 years ago
Update: directly replacing the ===Default Options=== lines did not work, and on running the game, the defaults were returned to the above settings. Back to the drawing board