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jmendez451's avatar
jmendez451
7 months ago
Solved

Can't run Sims with brand new video card

Hello,

I just got a new gaming laptop two days ago, the ROG Zephyrus running Windows 11. The dedicated graphics card is NVIDIA GeFORCE. I have been encountering an issue every time I close Sims and try to reopen it at a later time for another session, where the game tells me I "can't run the Sims 4 with the video card in this system". How can I solve this issue? 

pc
  • puzzlezaddict's avatar
    puzzlezaddict
    7 months ago

    @jmendez451  If you'd like to test more on your own, please try playing in a clean boot:

    https://support.microsoft.com/en-us/topic/how-to-perform-a-clean-boot-in-windows-da2f9573-6eec-00ad-2f8a-a97a1807f3dd

    The one service to leave enabled is the EABackgroundService, which the EA App needs in order to run.  Disable the rest as described.  Disconnect all unnecessary peripherals, everything except the mouse and keyboard, as well.

    When you reboot your computer, go through the Task Manager's background processes list shutting down any service that doesn't absolutely need to be running, for example anything from MSI Afterburner to RGB software might still be enabled.  If you accidentally kill a critical process and it doesn't restart on its own, just reboot your computer again.

    Don't open anything other than Sims 4 and the EA App while testing, not even a browser window.

    If this helps, selectively reenable services and reconnect peripherals until the problem shows up again.

    If you run into the same issue in a clean boot with nothing connected, you can try clean-uninstalling and reinstalling the graphics drivers, as described here:

    https://crinrict.com/blog/2019/02/clean-re-install-of-graphics-drivers-with-display-driver-uninstaller-ddu.html

    The order of operations is uninstall the Nvidia driver > uninstall the Intel driver > restart > reinstall the Intel driver > restart > reinstall the Nvidia driver > restart, all while offline.  Use the Asus-provided drivers first:

    https://www.asus.com/us/supportonly/gu603vi/helpdesk_download/

    You can easily install the newest Nvidia driver later if necessary, but please test first with the older one from Asus.

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  • puzzlezaddict's avatar
    puzzlezaddict
    Hero+
    7 months ago

    @jmendez451  If you use a third-party antivirus, please disable it, temporarily of course, to see whether it helps.  Repair the game before testing it.  If you can play, set exceptions for TS4_x64, TS4_DX9_x64, and TS4_Launcher_x64; or the entire Bin folder they're in.

    If you only use Windows Defender, temporarily disable Controlled Folder Access and test.

    https://crinrict.com/blog/2019/03/windows-10-defender-controlled-folder-access.html

    If that doesn't help, please run a dxdiag and attach it to a post.

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

  • jmendez451's avatar
    jmendez451
    7 months ago

    I don't have a third-part antivirus. I also saw that I have 2 display settings (intel and nvidia). I have changed every setting I can think of to high performance or nvidia graphics card. I also put the "-windowed" command in EA. In addition, I tried to repair the game. Every time I restart my pc and try to open sims, it works. However, after exiting and trying to open sims again, it will give me the graphics card message.  

  • puzzlezaddict's avatar
    puzzlezaddict
    Hero+
    7 months ago

    @jmendez451  Does it help to fully exit the EA App (don't just X it out, use the Exit option) and kill the EABackgroundService in the Task Manager?  I don't see anything obviously wrong in your dxdiag, although a component of ArmouryCrate did crash once, so it's worth shutting that down in the Task Manager too.

  • jmendez451's avatar
    jmendez451
    7 months ago

    No, unfortunately that did not help. I really appreciate the effort to help though, but I think I'm going to take it into the shop to see if anything can be done. 

  • puzzlezaddict's avatar
    puzzlezaddict
    Hero+
    7 months ago

    @jmendez451  If you'd like to test more on your own, please try playing in a clean boot:

    https://support.microsoft.com/en-us/topic/how-to-perform-a-clean-boot-in-windows-da2f9573-6eec-00ad-2f8a-a97a1807f3dd

    The one service to leave enabled is the EABackgroundService, which the EA App needs in order to run.  Disable the rest as described.  Disconnect all unnecessary peripherals, everything except the mouse and keyboard, as well.

    When you reboot your computer, go through the Task Manager's background processes list shutting down any service that doesn't absolutely need to be running, for example anything from MSI Afterburner to RGB software might still be enabled.  If you accidentally kill a critical process and it doesn't restart on its own, just reboot your computer again.

    Don't open anything other than Sims 4 and the EA App while testing, not even a browser window.

    If this helps, selectively reenable services and reconnect peripherals until the problem shows up again.

    If you run into the same issue in a clean boot with nothing connected, you can try clean-uninstalling and reinstalling the graphics drivers, as described here:

    https://crinrict.com/blog/2019/02/clean-re-install-of-graphics-drivers-with-display-driver-uninstaller-ddu.html

    The order of operations is uninstall the Nvidia driver > uninstall the Intel driver > restart > reinstall the Intel driver > restart > reinstall the Nvidia driver > restart, all while offline.  Use the Asus-provided drivers first:

    https://www.asus.com/us/supportonly/gu603vi/helpdesk_download/

    You can easily install the newest Nvidia driver later if necessary, but please test first with the older one from Asus.

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