Re: Sims 4 glitch problem

@puzzlezaddict the game still glitches so here's the dxdiag attached to this message

Have you tried uninstalling and reinstalling the game?

@GhazalaLyne  Your dxdiag lists a few Windows update errors, so it's best to start with 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.

Next, please update both the Intel and AMD graphics drivers.  You can get the newest drivers available for your laptop from Dell:

https://www.dell.com/support/home/en-us/product-support/product/inspiron-15-3567-laptop/drivers

You're looking for the two drivers in the Video category.  The order of operations here is install the Intel driver > restart > install the AMD driver > restart > test.  Let me know how the game looks.

If you still see the same glitchiness, please put Sims 4 into windowed mode and see whether that makes a difference.

@puzzlezaddict hi, first of all, thank you for these instructions. but i'm not sure i understand the 3rd step. i'm sorry but can you please explain it to me?

@puzzlezaddict my laptop is in french but is this how it's supposed to go ?

@GhazalaLyne  That looks fine.  PowerShell should show you its progress, as a percentage, until it's done.  Then it should say "the operation completed successfully" (in French) or give you an error.

@puzzlezaddict  so here's the message i got, i'm sorry its in french

@GhazalaLyne  Did you specifically install the newest graphics driver provided by Dell?  Did you get an error when installing it, or did it install correctly?

Please also let me know whether running Sims 4 in windowed mode made any difference at all.

Please post a new dxdiag as well so I can look for new errors.

@puzzlezaddict  heres the dxdiag

@GhazalaLyne  Your dxdiag shows you have the newer graphics drivers, but the dxdiag also lists a few errors related to the AMD driver that weren't there before.  So please do a clean uninstall and reistall of both drivers, as described here:

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

Download fresh copies of both drivers from Dell before starting.  The correct order of operations is uninstall the AMD driver > uninstall the Intel driver > install the Intel driver > restart > install the AMD driver > restart > test.

If that doesn't help, please do a clean uninstall and reinstall of Sims 4 and the EA App.  Here's how:

• Put aside your Sims 4 folder in Documents\Electronic Arts and rename it to something that doesn't include the words "Sims 4."
• Download Revo Uninstaller (the free version is fine) from here.
• Launch Revo, select Sims 4 from the list, and click Uninstall.
• Once the game is uninstalled, select "Moderate" under "scanning modes," and click Scan.
• Review the list, in case there's something you want to save; otherwise, click Select All, and then Delete.
• Close Revo, and restart your computer.

Uninstall the EA App with Revo as well.  I don't have instructions for that at the moment, but the process should be straightforward.  Restart again when you're done.

Install the EA App, then create a new folder into which you'll install Sims 4.  The folder should be on the root level of the drive of your choice, for example C:\Games is fine, but not C:\Program Files\Games.

@GhazalaLyne  If your computer is still usable, then yes, it's fine.  The important thing going forward is that you install the Intel driver first, then the AMD driver.

The reason to uninstall the AMD driver first is that every once in a while, removing the driver for the integrated graphics chip first (that would be the Intel driver in your case) causes the laptop to stop outputting video at all, which in turn can require a factory reset to fix.  This shouldn't ever happen, but it's a risk that can be avoided by uninstalling the drivers in the proper order.  If you didn't run into the issue, you're fine.

@GhazalaLyne  Try this AMD driver instead:

https://www.amd.com/en/support/graphics/amd-radeon-r5-series/amd-radeon-r5-400-series/amd-radeon-r5-m430

It's generally best to use the drivers your laptop manufacturer provides, but the one from Dell is a bit old and may not be compatible with Sims 4 anymore.  So it's time to try the generic AMD one.