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kreatora's avatar
kreatora
Hero (Retired)
7 years ago

Re: Sims 4 Black Screen with sound windows 10

@CurtisDTL

Your graphics card drivers are 7 years old.
Download a newer version from the manufacturer's website.

Check if your Windows is up to date
https://support.microsoft.com/help/4027667/windows-10-update

Check if Origin and the game are not blocked by the anti-virus system
Here is an explanation how to add Sims 4 as an exception:

https://crinrict.com/blog/2019/03/windows-10-defender-controlled-folder-access.html

Perform a clean boot of your computer
https://support.microsoft.com/en-us/help/929135/how-to-perform-a-clean-boot-in-windows

Fix problems of your system related to dwm.exe file
https://support.microsoft.com/en-us/help/929833/use-the-system-file-checker-tool-to-repair-missing-or-corrupted-system

I don't work for EA

6 Replies

  • CurtisDTL's avatar
    CurtisDTL
    7 years ago

    I'm pretty confused because my dxdiag states that my operating system is Windows 10 64-bit, but my laptop (Hp-envy 14 1154ca) says that the only available graphics drivers are Windows 7 64bit. HP's website won't give me and option for a Windows 10 version update :/

  • kreatora's avatar
    kreatora
    Hero (Retired)
    7 years ago

    @CurtisDTL 

    It looks like these drivers have never been updated to the Win10 version by the manufacturer. Sorry, I didn't check it.

    Has this problem been present since the game was installed and you have never been able to turn it on? 

    If yes I think the most likely cause of this problem is the anti-virus blockade. In your case, unless you are using an additional anti-virus program it will be Windows Defender. There have been many cases here that Defender was blocking Origin and the game. Did you check it?

  • CurtisDTL's avatar
    CurtisDTL
    7 years ago

    Yeah, the game has been like this ever since I purchased and installed it. It has never worked for me. I did try the anti virus blockade, and I am not using any additional antiviruses. It still hasn't worked, unfortunately.

  • kreatora's avatar
    kreatora
    Hero (Retired)
    7 years ago

    @CurtisDTL

    Now I have information from another helper - thank you @jpkarlsen - that Intel has ceased all support for this particular CPU/Graphics So it is unlikely that it will ever work.

    But thanks to another helper - thank you Holger1405 - there is an option that the game probably will start works. 

    If you can't get a Windows 10 driver for your Intel Chip, you can reinstall the existing OS driver and install a newer AMD driver.

    Your AMD Mobility Radeon HD 5000 is not working now, but there are Win 10 drivers available for this chip. Radeon HD 5000 can run this game

    .

    Reinstall the existing OS driver and install a newer AMD driver.
    https://www.amd.com/en/support/kb/faq/gpu-615

  • CurtisDTL's avatar
    CurtisDTL
    7 years ago

    Okay, I'll give that a try later tonight, or tomorrow and report back. I appreciate all of the help thus far.

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