Forum Discussion

6 years ago

Solved

Can't run The Sims 4 with the video card in this system.

I've had The Sims 4 in my laptop for almost as long as I've had it, which is almost two years. I've been able to play the game, buy packs, add CC, have fun, without any issues for all that time until...

DxDiag - Edited.txt13 KB

puzzlezaddict
6 years ago
@MacitheMaci Your graphics card is listed in the Sims 4 database, so it's not that the card is unknown. But from the information in the dxdiag, there's clearly something wrong with the driver. In fact, a few of the drivers are missing information.

It's difficult to describe exactly what to do without having access to the HP driver page for your exact model of laptop. You can find that page by entering your serial number here:

https://support.hp.com/us-en/drivers/laptops

That will take you to the correct driver page. You can try manually installing the drivers again, in which case please run another dxdiag so I can see whether they've installed properly. Or, if you link the driver page here, I describe what you need to do.

Before installing anything though, please run a couple of basic checks on your Windows system files. Given some of the errors listed in your dxdiag, it's definitely a good idea. Here's how:

Hit Windows key-X

Choose either “PowerShell (Administrator)” or “Command prompt (Administrator),” whichever option is offered

Inside the window that appears, copy and paste “DISM.exe /Online /Cleanup-image /Restorehealth” without quotes into the window, and enter

The system will start validating soon. If it throws an error, please list it here

After it reaches 100%, hit Windows key-X again

Again, choose “PowerShell (Administrator)” or “Command prompt (Administrator)”

Inside the window, copy and paste “sfc /scannow” without quotes into the window, and enter

Post the message you receive here

puzzlezaddict

Hero+

6 years ago

@MacitheMaci Your graphics card is listed in the Sims 4 database, so it's not that the card is unknown. But from the information in the dxdiag, there's clearly something wrong with the driver. In fact, a few of the drivers are missing information.

It's difficult to describe exactly what to do without having access to the HP driver page for your exact model of laptop. You can find that page by entering your serial number here:

https://support.hp.com/us-en/drivers/laptops

That will take you to the correct driver page. You can try manually installing the drivers again, in which case please run another dxdiag so I can see whether they've installed properly. Or, if you link the driver page here, I describe what you need to do.

Before installing anything though, please run a couple of basic checks on your Windows system files. Given some of the errors listed in your dxdiag, it's definitely a good idea. Here's how:

Hit Windows key-X
Choose either “PowerShell (Administrator)” or “Command prompt (Administrator),” whichever option is offered
Inside the window that appears, copy and paste “DISM.exe /Online /Cleanup-image /Restorehealth” without quotes into the window, and enter
The system will start validating soon. If it throws an error, please list it here
After it reaches 100%, hit Windows key-X again
Again, choose “PowerShell (Administrator)” or “Command prompt (Administrator)”
Inside the window, copy and paste “sfc /scannow” without quotes into the window, and enter
Post the message you receive here