Re: [READ FIRST] Unrecognized video card

@c1y4jgkxbhl2  I need the next line under the one you posted.  That's the one that lists the device ID that needs to be added.

Hi, I have bought a new laptop today but I get the de4ee14f:29f00e76:00000000:4b0d852b error code when trying to launch the game. I then moved my mods out of my sims 4 folder, but now getting an unrecognised video card message.

I hope this is the right info you need to help me?

=== Graphics device info ===
Number: 0
Name (driver): AMD Radeon (TM) Graphics
Name (database): [Found: 0, Supported: 1]
Vendor: ATI
Chipset: Vendor: 1002, Device: 15e7, Board: 16401025, Chipset: 00c2
Driver: aticfx64.dll, Version: 30.0.14040.0, GUID: D7B71EE2-56A7-11CF-9573-98006DC2D335
Driver version: 0
Monitor: \\.\DISPLAY1
Texture memory: 941MB
Vertex program: 3.0
Pixel program: 3.0
Hardware TnL: 1
Opt. features: +sab +a8l8 +rgba16f +r32f +bc4 +bc5 -rawz +intz

@mollieah  Yes, that's the info I need.  Having a graphics card recognized tells the game what graphics profile to assign by default, which just means the in-game graphics options you see when you first open the game.  Since you can adjust these options yourself, it makes no practical difference what the game chooses for you.

If you want to get your graphics card recognized, first go into the Bin folder within the game's program files.  By default, the folder will be in one of these locations:

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

Program Files (x86)\Steam\steamapps\common\The Sims 4\Game\Bin

Program Files\EA Games\The Sims 4\Game\Bin

Right-click on the graphicscards.sgr file and select Copy.  Then open Documents > Electronic Arts > The Sims 4 > ConfigOverride and select Paste.  When you put an .sgr file inside this folder, its contents override the file in the Bin folder, which in helpful since the file inside Bin will be reverted to its original state every time you patch or repair the game.

Open the copy of graphicscards.sgr inside ConfigOverride and right at the top, you'll see this:

vendor "ATI" 0x1002
card 0x1638 "AMD Ryzen 5000" $cardLevelLow $resolutionLow
card 0x66AF "AMD Radeon VII" $cardLevelUber $resolutionHigh

Under the ATI line, create a new line and add this:

    card    0x15e7  "AMD Ryzen 5000"    $cardLevelHigh  $resolutionHigh

There should be four spaces in front of card so the entry lines up with the ones below it.  Save the file and close it, open the game and quit, and look at the Config.log inside the same Sims 4 folder.  It should now say [Found: 1, Supported: 1] under your card name.

The initial error message is likely due to your mods, as you've found out, and separate from this one.

Hi @puzzlezaddict thanks so much for your reply. Unfortunately I don't have either of those folders in my Programs/Program Files x86? I have uninstalled and reinstalled Sims twice, and still nothing. Is it due to me only having the EA app, and not origin?

@mollieah  The graphicscards.sgr file has to be somewhere since Sims 4 is installed on your computer.  If you chose a custom install location, look there.  You should also be able to see the install location within the EA App.

Hi @puzzlezaddict still no luck..

Hi @puzzlezaddict I have just uninstalled and installed both The Sims 4 and the EA app. I can now go to C:\Program Files\EA Games\The Sims 4\Game\Bin, but the only graphics card item I have is GraphicsCards.sgr_DiP_Staged. Is this the same as the one you were referring to?

@mollieah  That's the file I was referring to, but DiP_Staged is actually a designation for a temporary file, as in, files are labeled this way while the game is being installed but should lose that extra bit once the install process is complete.  If your GraphicsCards.sgr file still has DiP_Staged in its name after you've finished installing and have restarted your computer, please delete that file and repair the game: open My Collection, hover over the Sims 4 icon, click the three dots, and select Repair.

If this doesn't help, please let me know what antivirus you use.

@puzzlezaddictthanks so much, seems to be working now! Now just to sort my mods issue!

Hi everyone. Please help me with the same unrecognized video card problem. Here is my Config.log. My card is in the list, as it shows that supported 1 and found 1. I added file from the first post to ConfigOverride folder though it shows me the same error over and over again. 

@pzxgarhb8c45  Get rid of the file in ConfigOverride; you don't need it.  Then let me know whether you still see the error.

I did, though the error didn't disappear, the config log is the same, found 1 supported 1, but still says my video card is not recognized. I have no idea what is the point

@pzxgarhb8c45  It's very strange that you'd get that error while the config file is reporting that your card is found and supported.  Just to be totally sure, what's the date on the config file you're looking at?  If it doesn't match the last time you launched Sims 4, then it's the wrong file, as in, not the one the game is writing to when it loads.

If that's not the issue, please try deleting options.ini, which is inside Documents > Electronic Arts > The Sims 4, and see whether it helps.

The config.log file is up to date, so this is not the reason. I tried to delete options.ini but it never helped. Are there any other ways to fix it? maybe there is a problem with video driver? that in supported list there is 3080 mobile but mine is called 3080 latptop gpu? 

@pzxgarhb8c45  The important point is your GPU's device ID, which is in fact in the database.  (I checked when you first posted.)  The config file also confirms that your GPU is in the database.

The only other thing I can think of is that perhaps your laptop is switching to integrated graphics after the config file is generated but before the unrecognized card error is generated.  I haven't heard of this happening, at least not in connection with this particular error; I've never heard of a card showing as Found but the game showing the error.  But then the fact that you're seeing the error more than once is also unusual.

You should be able to see which GPU is active at the moment by opening the Task Manager, with the game in windowed mode but NOT minimized.  The TM's Performance tab will show usage of both the integrated chip and the 3080, and if the 3080 is running basically at zero, it's not being utilized.  Something low, around 10%, would be fine, especially in a menu.

Otherwise, do you use a third-party antivirus, and if so, which one?

When opening the game, I can't reach menu or something, just at the very start i catch the video card error. I followed your advice with task manager and looked at the external video card activity. It showed just 2 percent or something before I got error, after this it got down to zero. So the video card is active while opening the game. I implicitly defined in geforce control panel to launch sims 4 with external video card and that is why it must launch with it, but nevertheless it gives me the error. As for the antivirus, I don't use one, just integrated windows defender, that is why antivirus is not the case. Any other ideas why error shows?

@pzxgarhb8c45  I'm not totally sure, to be honest, but I'd like to see a dxdiag on this computer.  You can attach one to a post here.

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

And just to be clear, can you play after you see the error message?  Do you specifically see "unrecognized video card," or do you see a different message, and if so, what does it say?

Of course, here it is. Answering your question, I can't play after I see this error because as soon as I close the error window the game proccess shuts down, and all I have to do is to close the dialog. 

@pzxgarhb8c45  The Unrecognized Graphics Card error doesn't cause the game to shut down, which is another reason why I'm wondering whether you have a slightly different error.  The Unrecognized error also says something like "card not in the database, your graphics options have been set as high as possible, etc."  But there's a separate "can't run with the video card in this system" error that does in fact shut down the game.

Regardless, your dxdiag has flagged the Intel graphics driver as not WHQL, and neither it nor the Nvidia driver is the one provided by your laptop's manufacturer.  So it's a good idea to clean-uninstall and reinstall the driver, and the Nvidia driver for good measure.  But first, please run a couple of basic checks of your Windows system files:

• Hit Windows key-X
• Choose either “PowerShell (Administrator)” or “Windows Terminal (Administrator),” whichever option is offered
• Inside the window that appears, copy and paste “DISM.exe /Online /Cleanup-image /Restorehealth” without quotes, 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 “Windows Terminal (Administrator)”
• Inside the window, copy and paste “sfc /scannow” without quotes, and enter
• Post the message you receive here

Restart your computer, hit Windows key-i, select Update & Security, and click the box to check for updates.  If any install, restart again afterwards.

Here's how to uninstall and reinstall the drivers.

https://crinrict.com/blog/2019/02/clean-re-install-of-graphics-drivers-with-display-driver-uninstaller-ddu.html

You can get copies of the appropriate drivers directly from Asus:

https://rog.asus.com/laptops/rog-strix/rog-strix-scar-17-2022-series/helpdesk_download/

You'll want the newest Nvidia driver, version 31.0.15.1640, and the newest Intel driver, version 31.0.101.3692.  The Nvidia driver is a little old but should be more than recent enough for Sims 4.  In case you're asked to confirm your BIOS version before the page loads, your dxdiag says it's G733ZS.  Asus is only offering Windows 11 drivers, from what I can see, but that's fine, these work equally well on 10.

The order of operations here is uninstall the Nvidia driver > uninstall the Intel driver > restart > install the Intel driver > restart > install the Nvidia driver.  Keep your computer offline the entire time so that Windows doesn't download what it thinks is an appropriate driver.

Once you're done, restart again and try to play.  If you still get the error, please post its exact text, or a translation of it if you're playing in Russian.

@puzzlezaddict I got back to thank you for your patience in writing such a detailed instruction for possible way of repairing the video card problem. That is finally working! But clean reinstall of drivers didn't help at once, and I checked the system with the commands you provided here. Suddenly I found out that there was a windows update waiting, and after I launched it finally helped me when finished. That's really great. And btw, after clean reinstall of video cards' drivers other old games which failed to launch because of the similar problem worked out. That is cool. Now everything, including Sims 4 works. Thank you so much again for your help

@pzxgarhb8c45  Glad to hear it, and thanks for letting me know.  I'm not surprised other older games were having trouble running as well, and it's great that this fixed the issue for those as well.