Re: DxDiag

@WallFlower26  I see your post now.  I'd still wait for someone who works for the company, not just a volunteer moderator, to confirm.  It's still better to get one directly from the manufacturer of your laptop.  However, if it is in fact true that they don't offer their own drivers, download this one from Nvidia instead:

https://www.nvidia.com/Download/driverResults.aspx/158760/en-us

Once you've downloaded the driver, either from PCSpecialist or Nvidia, take your computer offline, and shut down any antivirus/firewall you've installed (temporarily, just while you're installing the driver).  Right-click on the download and select "Run as Administrator."  Select Custom mode, then "perform a clean install," which will remove the existing components and replace them with new ones.

Once the driver is installed, restart your computer, reenable your antivirus/firewall, go back online, and test Sims 4.

@puzzlezaddict This is a dumb question but how do I know it’s someone who works there?

I went on Sims just now and it went white so I turned it off using the power button then back on and the following appeared:

That’s the second time it’s appeared the times the laptop and Sims have messed me about.

So I let it do it’s thing loaded Sims and it had changed to Windowed and displayed the second error message I sent you in the private message. I changed the Graphics in the Game Options to Fullscreen, played regardless but the Edge Scrolling and Sims movements were ‘bumpy’ this time - never before.

My laptops broken 😩 I just want to play Sims 😩😡 Why’s it broken 😭

@WallFlower26  This is an example of a post by someone who works at PCSpecialist:

https://www.pcspecialist.co.uk/forums/threads/reported-throttling-on-8th-gen-mobile-chips.60205/

You can see their role under their forum name.

Given how inactive employees seem to be on that forum though, you might have better luck calling again.  Just ask something like, "Do you offer updated graphics card drivers for download anywhere on your site?  If so, where do I find them?"  There might be a live chat option you could use instead, so that someone could send you a link.

The image on your computer screen is a classic BlueScreen.  I can't tell what this one is about, but the others in your dxdiag are most likely related to your graphics card driver as well.  Those BlueScreens and most of the other errors all suggest that you need a new driver for the Nvidia card at least, if not both Nvidia and Intel.  Once you have that new driver installed, if the errors persist, we can look at other solutions.  But it's clear that at least part of the problem is the GPU driver.

@WallFlower26  While researching a similar issue I came across this nvlddmkm.sys error   I thought you might be interested as it details how to fix this error.

@puzzlezaddict @roberta591 I got this email from PC Specialist today:

Not sure what the next step is.

@WallFlower26  Please download the 02_VGA_W10_parts 1 through 5, and let me know what the last modified dates are on each one.

@WallFlower26  You need to contact someone at PCSpecialist preferably by phone and walk you through what they want you to do. I get a general idea what they want you to do but they don't give you details of what each link is for so you are blindly downloading some compressed files but there are no instructions for what to do once you download all the links. I'm guessing the driver may be large and they broke it down into smaller downloads? Why would PCSpecialist make the downloads available for only 24 hrs? Ultimately if you purchased the laptop recently from PCSpecialist, it is PCSpecialist responsibility to get the laptop in working order. Updating the video driver is pretty straight forward. Your download the driver. You run the executable that comes with the driver download. You may have to uncompress the download. Run the installer. Reboot the computer. and If everything went good you should be running the new video driver. Long ago I had issues with an ATI video drivers and since then I use Nvidia graphics. It looks like they want you to reinstall ALL the device drivers. But again without the laptop I'm not sure what they want. Perhaps there is a pc wizard near you. I would recommend you download all the links and as you uncompress the downloads it may make more sense. There is a free version of winrar available.

@roberta591 I am going to ring them again this morning. How can I ensure I get help about the problems I'm having and make it clear? Any suggestions? The men I’ve been communicating with via phone and email haven’t been very helpful - at all really.

I really don't know why the links are only available for 24 hours - makes no sense and is really stupid. I did purchase it recently from PCSpecialist - very recently, early February! Absolutely it's their responsibility but they're doing the absolute minimum so far when I've contacted them via phone and email.

Really fed up 😕😠.

@puzzlezaddict  I copy the link paste it into the web address bar then a pop up shows saying open or save I press save then once it's finished and I click it, it asks what to open it with it says Firefox so I click open but then that same pop up opens in a new tab on Firefox each time I press the pop up to open it the same pop up opens in a new tab on Firefox.  😕☹️😠 Hope that makes sense and you can make some sense of what I'm talking about...

@WallFlower26  When downloading a file, don't choose "Open with," choose "save file."

@WallFlower26  Don't open them, just let me know the last modified date on the files.

@puzzlezaddictWhere will it say the last modified date? I need to get links again, I've emailed them to get them.

Update

At the beginning of April I phoned PCSpecialist and the person I spoked to connected to my laptop and did bits and bobs (no idea what) I know he deleted something which has really frustrated me because I don't know what he deleted or how to find out what it was and said see what that does, if still happens phoned back. It happened a couple of days after.

Today i phoned them again and spoke to a different person and told him the problem and he said it's an application problem as the screen goes white instead of black so reinstall the game. ??Don't know if that will stop it, how to reinstall??

Hope someone can help

@WallFlower26  Since it's been so long, and the information you last posted is somewhat out of date, please do this in order:

• Open Documents\Electronic Arts and drag your Sims 4 folder to the desktop
• Restart your computer, and open only Origin
• Try to launch the game, and let me know whether it works
• If it doesn't work, close everything, restart your computer, open only Origin, and try to play again
• If it still doesn't work, run a dxdiag and attach it to a post

Since the PC Specialist people weren't all that helpful when you asked about drivers, it will probably be easier to just skip their downloads entirely for now.  It may make things a bit more complicated, but at least for the graphics drivers, it's manageable if not ideal.

I did bullet 1 and 2. It worked but it doesn't always happen, it happens randomly. Though it's most likely to happen when i first start playing a game after turning it on or going back to it after minimising it while the laptop is on or turning it back on after it being in sleep mode.

@WallFlower26  Please run a dxdiag and attach it to a post.

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

Here it is...

@WallFlower26  Your dxdiag shows that you somehow have four separate drivers installed for your integrated graphics chip.  You can try just installing the newest Intel driver, to see whether the old ones will be removed.  This works some of the time, but if it worked all the time, people wouldn't have multiple drivers installed.  You can get the newest Intel driver here:

https://downloadcenter.intel.com/download/29465/Intel-Graphics-Windows-10-DCH-Drivers?product=191045

However, the only surefire way to get rid of them is to do a clean uninstall.  Given the way your laptop works, it would be best to uninstall the Nvidia driver first, then the Intel driver, then install a new Intel driver, then finally a new Nvidia driver.  But this is a bit of a complicated process, so you might want to review it and ask questions before trying it.  If you'd prefer to just install the newest Intel driver first and see whether it works, go ahead, and let me know whether the game still has issues.

Otherwise, here are instructions for a clean uninstall of both drivers:

Your dxdiag shows that you somehow have four separate drivers installed for your integrated graphics chip What does that mean, how did that happen, how many are there supposed to be. I'm regretting getting this bloody stupid laptop and feel like giving up!!

@WallFlower26  In the Display Devices section of your dxdiag, you have four separate Intel drivers listed:

       Driver Name: C:\windows\System32\DriverStore\FileRepository\iigd_ext.inf_amd64_8a1113071d21d7c4\iigd_ext.inf
          Driver Version: 25.20.100.6519
             Driver Date: 01/09/2019
         Driver Provider: Intel Corporation
      Catalog Attributes: Universal:False Declarative:True 
             Driver Name: C:\windows\System32\DriverStore\FileRepository\iigd_ext.inf_amd64_b228ba679342e37a\iigd_ext.inf
          Driver Version: 26.20.100.7528
             Driver Date: 11/13/2019
         Driver Provider: Intel Corporation
      Catalog Attributes: Universal:N/A Declarative:True 
             Driver Name: C:\windows\System32\DriverStore\FileRepository\iigd_ext.inf_amd64_5dd8d07dfea9036b\iigd_ext.inf
          Driver Version: 26.20.100.6911
             Driver Date: 05/28/2019
         Driver Provider: Intel Corporation
      Catalog Attributes: Universal:N/A Declarative:True 
             Driver Name: C:\windows\System32\DriverStore\FileRepository\iigd_ext.inf_amd64_c6eda0764eb4372b\iigd_ext.inf
          Driver Version: 25.20.100.6793
             Driver Date: 04/09/2019
         Driver Provider: Intel Corporation
      Catalog Attributes: Universal:N/A Declarative:True 

There's one active, and three others that are present, or at least that have left behind some files.  I don't know why it happened this time, but there are various reasons why it might.  It's not important though.  The extra drivers can be removed easily enough using Display Driver Uninstaller.  Situations like this are one of the main reasons such software exists.

Just to be perfectly clear, this does not mean that your computer is broken.  This is an error of software that didn't get deleted when it should have, or that was installed when it shouldn't have been.  This does not indicate any hardware issue, or really anything that can't be solved.  In fact, it's good news in a way, because it could explain the occasional issues you have with Sims 4, and the cause would be simple and easily solved.

I know that the instructions for Display Driver Uninstaller are a bit complicated, but if you feel comfortable running it, or you can get someone else to help you run it, the software should fix the driver issue easily enough, and then you won't have to worry about it.

@puzzlezaddict The driver is old so that problem will still be there from removing the extra drivers therefore Sims still acting up and the same error popping up outisde Sims (no?)

How many drivers are there meant to be on here?

On the instructions to uninstall the extras where it says 'and double-click the DDU.exe' double click it where?

Separate question, can this laptop work/play previous Sims games from the website old-games.com?

@WallFlower26  The point is to remove all drivers currently installed, then install exactly one driver each for the Intel integrated graphics chip and the Nvidia dedicated graphics card.

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@WallFlower26 wrote:

On the instructions to uninstall the extras where it says 'and double-click the DDU.exe' double click it where?

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You download Display Driver Uninstaller, it lands in your Downloads folder, and then when you're ready, you go into Downloads and double-click the downloaded .exe file.

I don't know what old-games.com is.  This laptop would run Sims 3 easily, and likely Sims Medieval, and it would probably run Sims 2 and the original Sims if you were willing to put in some work to make the games run correctly.  The driver issues would still be there regardless of what game you were playing.