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Anonymous's avatar
Anonymous
11 years ago
SolvedApproved

My game RUNS SLOW and LAGS SIMS 4

Hi, I would really appreciate if someone could help me with this. I bought The Sims 4 last month approximately and it runs REALLY slow. I know it's not a problem from my computer because I have the specs needed and more. I have received a message from an assistant in Customer Expirience telling me the following:

1. Please perform a System Restore:

a) Open System Restore by clicking the Start button.

b) In the search box, type in System Restore and press ENTER or click Search.

c) In the list of results, click System Restore. If they are prompted for an administrator password or confirmation, advise type the password or provide confirmation.

d) Follow the steps in the wizard and choose most recent restore point

2. Please provide Dxdiag:

Refer this link for getting Dxdiag report: link

3. Please Repair/update your game:

a) Go to My Games in Origin
b) Right-click the game image
c) Select "Repair Install"

4. Please unplug all USB devices (aside from mouse and keyboard).

5. Please Perform a clean boot:

To perform Clean boot please refer this link: link

If these steps don't resolve the issue provide your MSinfo report to escalate the issue to the specialist team.

To get MSinfo Please refer below steps:-

a) Press the Windows key and R.

b) Type MSINFO32 and press Enter in the run box in the lower-left corner of their screen.

c) Click on File > Export and save the file at a convenient location.

To send us the report please refer below link.

link

NONE OF THIS WORKED FOR ME! PLEASE HELP! I DONT KNOW WHAT TO DO!

Ps: I don't know if this could help but while downloading the game my computer turned off because of an electrical problem in my house. Maybe that crashed the game? Oh, and I can't also make things bigger! It just won't work!

pc

77 Replies

  • Anonymous's avatar
    Anonymous
    11 years ago
    Approved

    I have saved the file as it says there. But I don't understand where I have to attach it. Because I think I can't re-open a case within 30 days. And when I try to open a  new case it won't let me attach it directly. It just gives me the option for you to call me or to check Answers HQ. 

  • crinrict's avatar
    crinrict
    Hero+
    11 years ago

    You can just open the text file and then copy/paste the content here. Please use spoiler tags.

  • Anonymous's avatar
    Anonymous
    11 years ago
    Approved

    ------------------
    System Information
    ------------------
    Time of this report: 10/28/2014, 14:57:03
    Machine name: MY-PC
    Operating System: Windows 7 Ultimate 64-bit (6.1, Build 7601) Service Pack 1 (7601.win7sp1_ldr.140303-2307)
    Language: Spanish (Regional Setting: Spanish)
    System Manufacturer: System manufacturer
    System Model: System Product Name
    BIOS: BIOS Date: 02/24/12 15:59:16 Ver: 04.06.04
    Processor: AMD A8-3870 APU with Radeon(tm) HD Graphics (4 CPUs), ~3.0GHz
    Memory: 8192MB RAM
    Available OS Memory: 7660MB RAM
    Page File: 2653MB used, 12663MB available
    Windows Dir: C:\Windows
    DirectX Version: DirectX 11
    DX Setup Parameters: Not found
    User DPI Setting: Using System DPI
    System DPI Setting: 96 DPI (100 percent)
    DWM DPI Scaling: Disabled
    DxDiag Version: 6.01.7601.17514 64bit Unicode

    ------------
    DxDiag Notes
    ------------
    Display Tab 1: No problems found.
    Sound Tab 1: No problems found.
    Sound Tab 2: No problems found.
    Input Tab: No problems found.

    --------------------
    DirectX Debug Levels
    --------------------
    Direct3D: 0/4 (retail)
    DirectDraw: 0/4 (retail)
    DirectInput: 0/5 (retail)
    DirectMusic: 0/5 (retail)
    DirectPlay: 0/9 (retail)
    DirectSound: 0/5 (retail)
    DirectShow: 0/6 (retail)

    ---------------
    Display Devices
    ---------------
    Card name: AMD Radeon HD 6550D
    Manufacturer: Advanced Micro Devices, Inc.
    Chip type: ATI display adapter (0x9640)
    DAC type: Internal DAC(400MHz)
    Device Key: Enum\PCI\VEN_1002&DEV_9640&SUBSYS_84C81043&REV_00
    Display Memory: 4071 MB
    Dedicated Memory: 497 MB
    Shared Memory: 3573 MB
    Current Mode: 1920 x 1080 (32 bit) (60Hz)
    Monitor Name: Generic PnP Monitor
    Monitor Model: T24C550
    Monitor Id: SAM0AA0
    Native Mode: 1920 x 1080(p) (60.000Hz)
    Output Type: HD15
    Driver Name: aticfx64.dll,aticfx64.dll,aticfx64.dll,aticfx32,aticfx32,aticfx32,atiumd64.dll,atidxx64.dll,atidxx64.dll,atiumdag,atidxx32,atidxx32,atiumdva,atiumd6a.cap,atitmm64.dll
    Driver File Version: 8.17.0010.1091 (English)
    Driver Version: 8.881.0.0
    DDI Version: 11
    Driver Model: WDDM 1.1
    Driver Attributes: Final Retail
    Driver Date/Size: 7/28/2011 18:39:15, 852992 bytes
    WHQL Logo'd: n/a
    WHQL Date Stamp: n/a
    Device Identifier: {D7B71EE2-D500-11CF-B077-C2A4BEC2C535}
    Vendor ID: 0x1002
    Device ID: 0x9640
    SubSys ID: 0x84C81043
    Revision ID: 0x0000
    Driver Strong Name: oem6.inf:ATI.Mfg.NTamd64.6.1:ati2mtag_Sumo_Desktop:8.881.0.0😛ci\ven_1002&dev_9640&subsys_84c81043
    Rank Of Driver: 00E60001
    Video Accel: ModeMPEG2_A ModeMPEG2_C
    Deinterlace Caps: {6E8329FF-B642-418B-BCF0-BCB6591E255F}: Format(In/Out)=(YUY2,YUY2) Frames(Prev/Fwd/Back)=(0,0,1) Caps=VideoProcess_YUV2RGB VideoProcess_StretchX VideoProcess_StretchY DeinterlaceTech_PixelAdaptive
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    {5A54A0C9-C7EC-4BD9-8EDE-F3C75DC4393B}: Format(In/Out)=(YUY2,YUY2) Frames(Prev/Fwd/Back)=(0,0,0) Caps=VideoProcess_YUV2RGB VideoProcess_StretchX VideoProcess_StretchY
    {6E8329FF-B642-418B-BCF0-BCB6591E255F}: Format(In/Out)=(UYVY,UYVY) Frames(Prev/Fwd/Back)=(0,0,1) Caps=VideoProcess_YUV2RGB VideoProcess_StretchX VideoProcess_StretchY DeinterlaceTech_PixelAdaptive
    {335AA36E-7884-43A4-9C91-7F87FAF3E37E}: Format(In/Out)=(UYVY,UYVY) Frames(Prev/Fwd/Back)=(0,0,0) Caps=VideoProcess_YUV2RGB VideoProcess_StretchX VideoProcess_StretchY DeinterlaceTech_BOBVerticalStretch
    {5A54A0C9-C7EC-4BD9-8EDE-F3C75DC4393B}: Format(In/Out)=(UYVY,UYVY) Frames(Prev/Fwd/Back)=(0,0,0) Caps=VideoProcess_YUV2RGB VideoProcess_StretchX VideoProcess_StretchY
    {5A54A0C9-C7EC-4BD9-8EDE-F3C75DC4393B}: Format(In/Out)=(YV12,0x32315659) Frames(Prev/Fwd/Back)=(0,0,0) Caps=
    {3C5323C1-6FB7-44F5-9081-056BF2EE449D}: Format(In/Out)=(NV12,0x3231564e) Frames(Prev/Fwd/Back)=(0,0,2) Caps=VideoProcess_YUV2RGB VideoProcess_StretchX VideoProcess_StretchY DeinterlaceTech_PixelAdaptive
    {552C0DAD-CCBC-420B-83C8-74943CF9F1A6}: Format(In/Out)=(NV12,0x3231564e) Frames(Prev/Fwd/Back)=(0,0,2) Caps=VideoProcess_YUV2RGB VideoProcess_StretchX VideoProcess_StretchY DeinterlaceTech_PixelAdaptive
    {6E8329FF-B642-418B-BCF0-BCB6591E255F}: Format(In/Out)=(NV12,0x3231564e) Frames(Prev/Fwd/Back)=(0,0,1) Caps=VideoProcess_YUV2RGB VideoProcess_StretchX VideoProcess_StretchY DeinterlaceTech_PixelAdaptive
    {335AA36E-7884-43A4-9C91-7F87FAF3E37E}: Format(In/Out)=(NV12,0x3231564e) Frames(Prev/Fwd/Back)=(0,0,0) Caps=VideoProcess_YUV2RGB VideoProcess_StretchX VideoProcess_StretchY DeinterlaceTech_BOBVerticalStretch
    {5A54A0C9-C7EC-4BD9-8EDE-F3C75DC4393B}: Format(In/Out)=(NV12,0x3231564e) Frames(Prev/Fwd/Back)=(0,0,0) Caps=VideoProcess_YUV2RGB VideoProcess_StretchX VideoProcess_StretchY
    {5A54A0C9-C7EC-4BD9-8EDE-F3C75DC4393B}: Format(In/Out)=(IMC1,UNKNOWN) Frames(Prev/Fwd/Back)=(0,0,0) Caps=
    {5A54A0C9-C7EC-4BD9-8EDE-F3C75DC4393B}: Format(In/Out)=(IMC2,UNKNOWN) Frames(Prev/Fwd/Back)=(0,0,0) Caps=
    {5A54A0C9-C7EC-4BD9-8EDE-F3C75DC4393B}: Format(In/Out)=(IMC3,UNKNOWN) Frames(Prev/Fwd/Back)=(0,0,0) Caps=
    {5A54A0C9-C7EC-4BD9-8EDE-F3C75DC4393B}: Format(In/Out)=(IMC4,UNKNOWN) Frames(Prev/Fwd/Back)=(0,0,0) Caps=
    {5A54A0C9-C7EC-4BD9-8EDE-F3C75DC4393B}: Format(In/Out)=(S340,UNKNOWN) Frames(Prev/Fwd/Back)=(0,0,0) Caps=
    {5A54A0C9-C7EC-4BD9-8EDE-F3C75DC4393B}: Format(In/Out)=(S342,UNKNOWN) Frames(Prev/Fwd/Back)=(0,0,0) Caps=
    D3D9 Overlay: Not Supported
    DXVA-HD: Not Supported
    DDraw Status: Enabled
    D3D Status: Enabled
    AGP Status: Enabled

  • Anonymous's avatar
    Anonymous
    11 years ago
    Approved

    Oh, thanks. I'm really new in this kind of stuff. 

  • Anonymous's avatar
    Anonymous
    11 years ago
    Approved

    OMG, IT WORKED!! THANK YOU SO MUCH!

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