Re: Sims 4 problem!!!!!!!

@mthunder22 

Let's see if a DXDiag reveals anything.

64-bit Users will notice the "Run 64-bit DxDiag" button in the bottom-left next to "Help" and should click it once it becomes available.  32-bit Users will not have this as a visible option.

• The main page of the DXIDAG is the System tab. On the System tab, make a note of what is written next to Operating System, Processor, and Memory. Those three pieces of information are the key components of the System tab.
• Next, click on the Display tab. On the Display tab (seen in the screenshot below) please note the information written next to the word Name. Finally, on the right-hand side of the Display tab is a Drivers heading. Please note what is written next to the word Date.

If you have any trouble reading the DXDIAG file yourself, you can save all the DXDIAG info as a text file and send it to an EA advisor for more assistance.

System Information
------------------
Time of this report: 9/24/2014, 19:24:21
Machine name:
Operating System: Windows 7 Professional 64-bit (6.1, Build 7601) Service Pack 1 (7601.win7sp1_gdr.140303-2144)
Language: Arabic (Regional Setting: Arabic)
System Manufacturer: Hewlett-Packard
System Model: HP 350 G1
BIOS: InsydeH2O Version 03.73.06F.12
Processor: Intel(R) Core(TM) i5-4200U CPU @ 1.60GHz (4 CPUs), ~2.3GHz
Memory: 4096MB RAM
Available OS Memory: 4016MB RAM
Page File: 3031MB used, 4999MB 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 Previously: Crashed in Direct3D (stage 2). Re-running DxDiag with "dontskip" command line parameter or choosing not to bypass information gathering when prompted might result in DxDiag successfully obtaining this information

------------
DxDiag Notes
------------
Display Tab 1: No problems found.
Sound Tab 1: 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: Intel(R) HD Graphics Family
Manufacturer:
Chip type:
DAC type:
Device Key: Enum\PCI\VEN_8086&DEV_0A16&SUBSYS_21B8103C&REV_09
Display Memory:
Dedicated Memory: n/a
Shared Memory: n/a
Current Mode: 1366 x 768 (32 bit) (60Hz)
Monitor Name: Generic PnP Monitor
Monitor Model:
Monitor Id:
Native Mode:
Output Type:
Driver Name:
Driver File Version: ()
Driver Version:
DDI Version:
Driver Model: WDDM 1.1
Driver Attributes: Final Retail
Driver Date/Size: , 0 bytes
WHQL Logo'd: n/a
WHQL Date Stamp: n/a
Device Identifier:
Vendor ID:
Device ID:
SubSys ID:
Revision ID:
Driver Strong Name: oem11.inf:IntelGfx.NTamd64.6.1:iHSWM_w7:10.18.10.3907😛ci\ven_8086&dev_0a16
Rank Of Driver: 00E62001
Video Accel:
Deinterlace Caps: n/a
D3D9 Overlay:
DXVA-HD:
DDraw Status: Disabled
D3D Status: Not Available
AGP Status: Not Available

Here is a pic 
https://fbcdn-sphotos-h-a.akamaihd.net/hphotos-ak-xpa1/v/t34.0-12/10646866_317741318410448_2733201166882432135_n.jpg?oh=a6664e475f49b6ecce30f851c7536be6&oe=5424CCCE&__gda__=1411764440_d162fdaa6d611a9bfefab7ddcabd4cd3

I am really sorry 
but 
I can't understand what should I do ??

Try posting the entire DXdiag in PasteBin.com

It may not have an AMD card, dunno.

-------

Go to Reliabilty History and post the error log.

Start -> type "Reliability" -> View Reliability History -> Find Crash -> Right Click -> View Technical Details

*(( You probably don't have to do this on second thought... because I'm 99.99% sure it's graphics driver related anyways ))

----

You should install the latest Intel drives that Francois listed.

If you actually have a 8670 then we need to install AMD's drivers.. but there is doubt it actually has one in there

what will happen after I post  the entire DXdiag in PasteBin.com  ???

http://pastebin.com/echiteVw

Name: AMD Radeon HD 8670M

5/18/2013

Hidden at the bottom of the DXDiag.

--------------------------

http://support.amd.com/en-us/download

http://support.amd.com/en-us/download/mobile?os=Windows%207%20-%2064

Download the latest AMD drivers and install them.

--------------

If still no or for whatever reason it doesn't want to install them.

Uninstall AMD Catalyst Control Center from Control Panel -> Uninstall a Program

Restart

Try installing the above again.

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If still no, post back for more details.  (force removing drivers from Safe Mode)

--------

The Intel Drivers seem really funky.. not even sure.  For now I would say ignore it and try only the AMD drivers... but installing the latest Intel drivers from above (Francois' Post) is still something to try I suppose.

**edit**

Did some diggin on HP's website.  Seems like some models had issues with Switchable Graphics and the fix was to Update the BIOS.

If yours does have a BIOS update it would be on HP's website, use your Service Tag / Serial # to get to it through HP's website.

They should have instructions on how to update BIOS... it may be as simple as running a file or it might require a flash drive to be made with FreeDOS... seen it both ways all the time.

Here is this doc from HP about Switchable Graphics

http://h10025.www1.hp.com/ewfrf/wc/document?cc=us&lc=en&docname=c02731962

((Screen shot of an HP's BIOS with Switchable Graphics))  Yours may not even have a setting like this at all

Ok ... 
Now I will change the window .... and I'll try all that

@WootCandy
@Francois
I am sorry for late reply 
But 
I did Everything you advised me 
But 
the Same Problem appears
And 
that's dxdiag  http://pastebin.com/8jKmXQSy

and for information  .. I think the game doesn't see amd HD8600 during installion as 
https://fbcdn-sphotos-h-a.akamaihd.net/hphotos-ak-xfa1/v/t34.0-12/10717611_318116698372910_114454290_n.jpg?oh=638f32ef60363f247a6368f0a86a9ae2&oe=542718EC&__gda__=1411837136_bac3a2810c10521a7aab6174920bc5f9

There should be a setting in Catalyst that makes it prioritize your AMD card over the chipset for certain programs.

I think the setting is called "High performance" or something similar. 🙂

Ok...
I have already done that ..

Here's some thoughts off the top of my head.

------------------------------------------------

Did your BIOS have an update from HP?

-------------------------------------

Does your BIOS have a setting like the screenshot I posted with Fixed vs Dynamic?   Try using Fixed

------------------------------------

Try forcing it to use the Intel HD.  Now that it has drivers that look current and working properly, see if the Intel can atleast launch the game.

**  Ideally we don't want to use the Intel Graphics since we have a 86xx to use... but it's worth testing and atleast you'll have a way to play until we get Switchable Graphics problem fixed.

My AMD switchable graphics laptop is quite a bit different than yours... but I always remember fighting with the Switchable Graphics settings (they have changed several times over the years with different driver versions).  There used to be a way to add specifically "Sims4.exe" to use the High Performance.  I believe there was also a setting you could force it to always use the Dedicated GPU when it's on AC power.  The BIOS setting may override anything that is set here also if it's in Dynamic mode ( I think that's how it works anyways ).

---------------------------------------

Rename the Sims4 / EA folder inside:

C:\Users\<USER>\Documents

Rename it to like "Sims 4 - Back" or something... If I remember right it's inside an EA folder.

--------------------------------

Post the error message's Tech Details

Start -> type "Reliability" -> View Reliability History -> Find Crash -> Right Click -> View Technical Details

1- The BIOS is up to date 
-----------------------------------------------------
2- in the screenshot in BIOS .. the amd graphics switchable opption .. doesn't exists  
           so I can't choose dynamic or fixed
--------------------------------------------------------------------------
3-    the error message's Tech Details

Description
Faulting Application Path: C:\Games\Electronic Arts\The Sims 4\Game\Bin\TS4.exe

Problem signature
Problem Event Name: BEX
Application Name: TS4.exe
Application Version: 1.0.677.20
Application Timestamp: 540a88b9
Fault Module Name: kernel32.dll
Fault Module Version: 6.1.7601.17514
Fault Module Timestamp: 4ce7baf9
Exception Offset: 00000000
Exception Code: c0000005
Exception Data&colon; 00000008
OS Version: 6.1.7601.2.1.0.256.4
Locale ID: 3073
Additional Information 1: 0a9e
Additional Information 2: 0a9e372d3b4ad19135b953a78882e789
Additional Information 3: 0a9e
Additional Information 4: 0a9e372d3b4ad19135b953a78882e789

what I should do now ?????????? PLZ

WootCandy ...
Isn't there any solution for this problem ????😕mileyfrustrated: