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leenysims's avatar
leenysims
6 years ago
Solved

Game doesn't recognise my video card after windows update

Ever since updating my laptop a few weeks ago, Sims 4 says it doesn't recognise my video card. I've never had this happen until after this update which also broke some of my other files. The game also doesn't save my settings and mods like MCCC don't show up in game. I have tried running the game with no mods but the issue still prevails. My card is Intel (R) HD 620. 

Thank you for any help 🙂

pc
  • puzzlezaddict's avatar
    puzzlezaddict
    6 years ago

    @leenysims  Nope, the card still isn't recognized.  Is the issue of your settings not saving solved?  If not, let me know, because it'll be simpler to address the unrecognized GPU if the other issue isn't also in the mix.

    Otherwise, are you playing the standard version of Sims 4 or the Legacy Edition?  Did you modify graphicscards.sgr in the Bin folder or the Bin_LE folder?  If you're not sure, you can repair the game, which will return the files to their default state, and try again.  The Bin folder is for the standard version of the game, the Bin_LE folder is for the Legacy Edition.

7 Replies

  • puzzlezaddict's avatar
    puzzlezaddict
    Hero+
    6 years ago

    @leenysims  The settings not saving is probably due to the options.ini file being corrupted.  This would also explain the repeated messages about your GPU being unrecognized—that file saves the info that you've already received that notification.  Go into Documents\Electronic Arts\The Sims 4 and delete the options file, and a new one will spawn the next time you launch the game.  You'll need to redo all your in-game settings, but they should stick this time.

    For the unrecognized GPU itself, please open config.log (in the same location), copy the lines between "Graphics device info" (about 25 lines down) and "Options" (about 40 lines down), and paste them here.

  • leenysims's avatar
    leenysims
    6 years ago

    Thank you! I am trying to delete the options file but it says it can't be accessed by the device. Any advice on how to delete a corrupeted file? Here is the Config.log 🙂)

    Spoiler
    === Graphics device info ===
    Number: 0
    Name (driver): Intel(R) HD Graphics 620
    Name (database): [Found: 0, Supported: 1]
    Vendor: Intel
    Chipset: Vendor: 8086, Device: 5916, Board: 81a9103c, Chipset: 0002
    Driver: igdumdim64.dll, Version: 22.20.16.4749, GUID: D7B78E66-1A56-11CF-0161-B9A1B9C2DB35
    Driver version: 4749
    Monitor: \\.\DISPLAY1
    Texture memory: 1008MB
    Vertex program: 3.0
    Pixel program: 3.0
    Hardware TnL: 1
    Opt. features: +sab +a8l8 +rgba16f +r32f +bc4 +bc5 -rawz +intz
    === Options ===
    NumBoots 4294967295
    LightingQuality 4
    GeneralReflections 3
    ObjectQuality 3
    VisualEffects 3
    PostProcessing 1
    UseUncompressedTextures 1
    TerrainQuality 2
    EdgeSmoothing 3
    TerrainSlopeScaling 1
    SimQuality 4
    ViewDistance 3
    AdvancedRendering 1
    VerticalSync 0
    UseHiDpi 1
    UiScale 100
    UseOSDpi 1
    ResolutionWidth 2023
    ResolutionHeight 1138
    ResolutionRefresh 0
    SceneResolution 3
    VisualQuality 5
    FullScreen 0
    WindowedFullScreen 0
    FrameRateLimit 200
    DisableScreensaverInFullscreenMode 1
    AudioQuality 3
    Audi🤭utputMode 1
    MasterLevel 255
    VoiceLevel 255
    SoundFXLevel 255
    MusicLevel 255
    MenuMusicLevel 255
    UISoundSXLevel 255
    AmbientLevel 255
    FocusMute 1
    MoodChange 1
    VoiceMute 0
    SoundFXMute 0
    MusicMute 0
    UIMute 0
    AmbientMute 0
    MatchSpeedStereoMusic 1
    EdgeScrolling 1
    EdgeScrollingWarning 1
    EnableTelemetry 1
    InvertHorizontalRotation 0
    InvertVerticalRotation 0
    FPInvertHorizontalRotation 0
    FPInvertVerticalRotation 0
    FPDisableCameraBob 0
    AdvancedCamera 0
    CameraSpeed 100
    FPCameraSpeed 100
    CursorSpeed 100
    CursorAcceleration 100
    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 1
    NPCReplacement 1
    TutorialEnabled 1
    MaxProtectedSims 0
    SeasonLength 0
    RainOptions 0
    SnowOptions 0
    TemperatureEffects 1
    FameStartSimsOptedOut 0
    NPCCivicVoting 1
    EcoFootprintGameplay 1
    BuildEcoEffects 1
    ShowWhims 0
    ShowModListStartup 1
    ModsDisabled 0
    ScriptModsEnabled 0
    ShowOnlineNotifications 1
    AutoReconnect 1
    OnlineAccess 1
    DisableComments 0
    HideReportedContent 0
    RazerOptionEnabled 0
    AnimaticPack 1000
    SurveysEnabled 1
    MuteTutorialNarration 0
    EnableFTUETutorialStart 1
    === Default Options ===
    NumBoots 4294967295
    LightingQuality 4
    GeneralReflections 3
    ObjectQuality 3
    VisualEffects 3
    PostProcessing 1
    UseUncompressedTextures 1
    TerrainQuality 2
    EdgeSmoothing 3
    TerrainSlopeScaling 1
    SimQuality 4
    ViewDistance 3
    AdvancedRendering 1
    VerticalSync 0
    UseHiDpi 1
    UiScale 100
    UseOSDpi 1
    ResolutionWidth 2023
    ResolutionHeight 1138
    ResolutionRefresh 4294967295
    SceneResolution 3
    VisualQuality 5
    FullScreen 0
    WindowedFullScreen 0
    FrameRateLimit 200
    DisableScreensaverInFullscreenMode 1
    AudioQuality 3
    Audi🤭utputMode 1
    MasterLevel 255
    VoiceLevel 255
    SoundFXLevel 255
    MusicLevel 255
    MenuMusicLevel 255
    UISoundSXLevel 255
    AmbientLevel 255
    FocusMute 1
    MoodChange 1
    VoiceMute 0
    SoundFXMute 0
    MusicMute 0
    UIMute 0
    AmbientMute 0
    MatchSpeedStereoMusic 1
    EdgeScrolling 1
    EdgeScrollingWarning 1
    EnableTelemetry 1
    InvertHorizontalRotation 0
    InvertVerticalRotation 0
    FPInvertHorizontalRotation 0
    FPInvertVerticalRotation 0
    FPDisableCameraBob 0
    AdvancedCamera 0
    CameraSpeed 100
    FPCameraSpeed 100
    CursorSpeed 100
    CursorAcceleration 100
    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 1
    NPCReplacement 1
    TutorialEnabled 1
    MaxProtectedSims 0
    SeasonLength 0
    RainOptions 0
    SnowOptions 0
    TemperatureEffects 1
    FameStartSimsOptedOut 0
    NPCCivicVoting 1
    EcoFootprintGameplay 1
    BuildEcoEffects 1
    ShowWhims 0
    ShowModListStartup 1
    ModsDisabled 0
    ScriptModsEnabled 0
    ShowOnlineNotifications 1
    AutoReconnect 1
    OnlineAccess 1
    DisableComments 0
    HideReportedContent 0
    RazerOptionEnabled 0
    AnimaticPack 1000
    SurveysEnabled 1
    MuteTutorialNarration 0
    EnableFTUETutorialStart 1

    Edit By Crinrict: Added Spoiler Tags, Removed small font

  • puzzlezaddict's avatar
    puzzlezaddict
    Hero+
    6 years ago

    @leenysims  For the options file you're trying to delete, please post the full file path.  If you're looking at the file in a File Explorer window, you can see the file path above the list of files.  You can write [username] instead of your actual username if it appears, but please leave the rest of the file path intact.

    For the unrecognized graphics card, you need to edit graphicscards.sgr, which is located within the game's program files.  Unless you changed the default install location in Origin, the full file path will be:

    Program Files (x86)\Origin Games\The Sims 4\Game\Bin

    Open graphicscards.sgr (Notepad works fine), and crtl-F to search for 5917, which will take you to these lines:

    card 0x87C0 "Intel (R) UHD 617" $cardLevelMedium $resolutionMedium
    card 0x5917 "Intel (R) UHD 620" $cardLevelMedium $resolutionMedium
    card 0x3EA0 "Intel (R) UHD 620" $cardLevelMedium $resolutionMedium

    Change the bolded 5917 to 5916 (the device ID of your card), save, quit, and the card should be recognized.  To check whether it is in fact recognized, you can open config.log again and look for the card name, which is right under "Graphics device info"; you should see a [Found: 1, Supported: 1] next to the name.

  • leenysims's avatar
    leenysims
    6 years ago

    Thank you so much for your help! I have decided to backup my important files and uninstall and reinstall my game. If the issue still persists I will follow these instructions. Thank you again! 🙂

  • leenysims's avatar
    leenysims
    6 years ago

     I followed these instructions for the graphics card and in Config.log it says [Found: 0, Supported: 1]. Is that alright? Thank you again xx

  • puzzlezaddict's avatar
    puzzlezaddict
    Hero+
    6 years ago

    @leenysims  Nope, the card still isn't recognized.  Is the issue of your settings not saving solved?  If not, let me know, because it'll be simpler to address the unrecognized GPU if the other issue isn't also in the mix.

    Otherwise, are you playing the standard version of Sims 4 or the Legacy Edition?  Did you modify graphicscards.sgr in the Bin folder or the Bin_LE folder?  If you're not sure, you can repair the game, which will return the files to their default state, and try again.  The Bin folder is for the standard version of the game, the Bin_LE folder is for the Legacy Edition.

  • leenysims's avatar
    leenysims
    6 years ago

    My settings are saving and the options file is no longer corrupted. My game is running as normal with no popup about an unrecognised video card. MCCC is also running normally now.

    I repaired my game and tried again and it now reads [Found: 1, Supported: 1]. Thank you so much for your help <3

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