Forum Discussion

4 years ago

Solved

graphics

Hi,

I just bought a new computer and downloaded the Sims 4 from Origin and the game won't load properly. It results in a pixelated starting screen that seems to hang up. I am attaching a screenshot of both the screen that appears when the game tries to load, as well as my system information. Please let me know if any more information is needed, and any suggestions you have to make the game work. Thank you for your time.

Emily

puzzlezaddict
4 years ago
@edansdill Try updating the graphics driver for your dedicated card. Asus doesn't currently list any drivers at all for this product, which is odd, but perhaps you'd have better luck on a non-U.S. website if you're from another country. Make sure to use the Asus site itself, not a third-party driver repository; you're looking for drivers for the Zenbook Pro 15 Flip OLED (Q539). Your current driver is 30.0.101.1325, dated March 10.

Or you can try the newest driver from Intel, available here:

https://www.intel.com/content/www/us/en/products/sku/228342/intel-arc-a370m-graphics/downloads.html

While it's generally better to use the drivers provided by the manufacturer of the laptop, that is superceded here by the fact that your dxdiag lists numerous errors that could be related to the driver, and of course the fact that the look of your game strongly suggests an issue with the driver or the graphics card itself. (We're not at the point where the card is definitely the problem; I'm just saying it's a possibility.)

Either way, run the driver installer as an admin: right-click on the downloand and select "Run as administrator." Restart your computer after installing the driver and before trying to play.

And I would like more details on the other games you play, not just that "they seem to work" but which games they are and how well they run, whether you ever see any graphcis glitches, that kind of thing.

@khitteh The config file clearly shows that Sims 4 is using the dedicated graphics card (which is why I asked for that file) as well as rating it as uber, which is entirely appropriate. Even if low settings and laptop mode worked, that would still indicate a serious issue that should be addressed.

7 Replies

puzzlezaddict
Hero+
4 years ago
@edansdill That doesn't look good. Are you seeing any other problems with this laptop? For example, do you play any other games, and if so, how do they run?

Please also run a dxdiag and attach it to a post.

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

And post the first 40 or so lines of config.log, in Documents > Electronic Arts > The Sims 4, as well. (You can stop at Options.) If you want, you can delete the user and computer names, about 20 lines down, but the file doesn't contain any other identifying information.
khitteh
Seasoned Ace
4 years ago
The game is probably using your iGPU instead of your dedicated GPU, should be a setting to use your actual GPU in the nvidia control panel under Manage 3D Settings, set it per game.
edansdill
4 years ago
I am attaching both files here. I have tried just a few other games, and they seem to work.
Config text file.txt1 KB
DxDiag.txt127 KB
edansdill
4 years ago
I changed the setting to the actual GPU instead of letting it choose, but it still gives the same pixelated starting screen.
khitteh
Seasoned Ace
4 years ago
It -looks- like artifacting, which would likely be failing GPU VRAM or overheating. Assuming your GPU is actually being used and not your iGPU. Temperatures okay in your house in general/and on your PC?
Have you tried switching your graphics settings to windowed and lowering graphics to potato mode (low resolution low textures etc)?
What other games have you tried running, please list a few that actually work on this computer.
puzzlezaddict
Hero+
4 years ago
@edansdill Try updating the graphics driver for your dedicated card. Asus doesn't currently list any drivers at all for this product, which is odd, but perhaps you'd have better luck on a non-U.S. website if you're from another country. Make sure to use the Asus site itself, not a third-party driver repository; you're looking for drivers for the Zenbook Pro 15 Flip OLED (Q539). Your current driver is 30.0.101.1325, dated March 10.

Or you can try the newest driver from Intel, available here:

https://www.intel.com/content/www/us/en/products/sku/228342/intel-arc-a370m-graphics/downloads.html

While it's generally better to use the drivers provided by the manufacturer of the laptop, that is superceded here by the fact that your dxdiag lists numerous errors that could be related to the driver, and of course the fact that the look of your game strongly suggests an issue with the driver or the graphics card itself. (We're not at the point where the card is definitely the problem; I'm just saying it's a possibility.)

Either way, run the driver installer as an admin: right-click on the downloand and select "Run as administrator." Restart your computer after installing the driver and before trying to play.

And I would like more details on the other games you play, not just that "they seem to work" but which games they are and how well they run, whether you ever see any graphcis glitches, that kind of thing.

@khitteh The config file clearly shows that Sims 4 is using the dedicated graphics card (which is why I asked for that file) as well as rating it as uber, which is entirely appropriate. Even if low settings and laptop mode worked, that would still indicate a serious issue that should be addressed.
edansdill
4 years ago
@puzzlezaddict I originally tried to update the driver through device manager, and it listed everything as being up to date. I followed your advice though and checked both ASUS and Intel, and found an updated graphics card driver from Intel, and the game seems to be working so far (fingers crossed). Thank you so much for your help!