Re: Suddenly unable to run Sims 4 from EA app?

Hi @puzzlezaddict!

Thank you so much for your response! I apologise it's taken me so long to respond - life has been very busy and I haven't even had the chance to think about Sims (so sad haha). 

Unfortunately, it does occur in windowed mode. I've gone through and checked all the updates for graphics drivers multiple times and apparently, I'm all up to date. I couldn't follow the blog you so kindly provided the link to as it didn't seem to apply to my systems. I have, however, completed a clean uninstall and reinstall using a different method and unfortunately, I'm still facing the same issue.

I have to admit I'm a little stumped! Has anyone else come across this issue in the last few weeks?

Is there any official EA staff contact method, such as a live chat?

Thanks again @puzzleaddict, I really appreciate your help!!

@joyorange  The guide I linked does apply to all Windows systems; the only variation is where you download a fresh copy of the driver.  That's why I linked the HP website for you: your laptop would probably only take a driver from there, not a more generic one.

At any rate, please post a new dxdiag.  And if you get an error message when trying to launch Sims 4, please post a screenshot.

You can of course contact EA customer support for help instead, but I can almost guarantee you that it won't be helpful.  EA support reps aren't really equipped to handle this kind of issue.  Still, it's your choice.

https://help.ea.com/en/help-home/

@puzzlezaddict Hi there, thank you again for your response! Apologies about the confusion regarding your link. When I originally opened it, I must have accidentally clicked onto a different page on the website without realising (hopeless, I know haha). I apologise for the confusion. If my latest DxDiag doesn't prove useful, I'll go through the process using DDU, but I wanted to submit my current DxDiag post the uninstall/reinstall process I completed in case something has changed (although, from what I can see, I don't think anything has). I've attached the DxDiag I just ran and a screenshot of the Sims 4 error message to this post. As I said in my original post, it either produces this error message or a black, glitching screen. I'm not sure why it alternates between the two, but there we go haha. Thank you again for all your help.

I appreciate the tip about EA Support, thank you. I was wondering whether I should contact them rather than continuously bothering you haha but, if you're still happy to put up with me and my apparently very average tech skills :P, I'm very grateful. Thanks again!

@joyorange  The error you're seeing makes it clear that the graphics driver does need to be removed and reinstalled.  The driver is the same for both the integrated chip and the dedicated card, at least at the moment, but please double-check the driver versions on the HP site.  It's possible HP has provided a newer driver for just the Arc (dedicated) card, in which case after uninstalling the current driver, you'd install the one for Xe graphics, restart, then install the one for Arc, and restart again, all while offline.

If you're not sure which driver(s) to use, feel free to link me the HP driver download page.  It doesn't contain any personal information.

You're not bothering me at all by asking for help.  I do this because I enjoy getting other players back into their games.

Hi @puzzlezaddict 

Thank you for your latest message! Apologies again for the delay in responding. 

I would appreciate some clarification on which drivers we're looking at on the HP website, thank you. I've linked the webpage below. Thanks again!! 

https://support.hp.com/au-en/drivers/selfservice/hp-spectre-x360-16-inch-2-in-1-laptop-pc-16-f1000/2101006126/model/2101006143?sku=6W4J8PA&serialnumber=CND225142D

EDIT: Unfortunately, I don't seem to be able to link directly to the page regarding my device. Let me know if this screenshot suffices or if you need further details. 

@joyorange  The link you provided works fine for me.  I did have to select the OS and click a couple more times, but that's normal.

Anyway, you want the driver under Driver-Graphics that's dated March 9, 2023.  That's the newer one, and it's new enough that it should be compatible with Sims 4.  It's also your currently-installed driver, but your current version could be corrupt in some way.

If you still can't play Sims 4, please post a new dxdiag and let me know whether you're getting the same error or a different one.

@puzzlezaddict Oh great! I don't know why it didn't take me back to the same page haha. 

Thank you! I've completed all the steps outlined in your earlier link using DDU, but unfortunately the Sims still isn't working. I didn't get an error message this time, just the glitching screen which I've taken a screenshot of just in case it helps haha. Only other thing is post the DDU process, my entire computer seems to be strugglingggg - very loud fan, very laggy. Not sure if it's temporary or whether it suggests I've done something incorrectly? 

Anyway, here is the latest dxdiag. Thank you!!

Hi @puzzlezaddict, 

You are AWESOME.

After completing all the steps you so kindly set out (with so much detail!! 🙂 ) and downloading the Intel driver for my Arc GPU, the game is up and running again! 

I am thrilled, thank you so so very much - the Sims 4 will come in very handy during stressful university weeks this semester haha. 

I am incredibly appreciative of all your time, help and effort!! 

Have an amazing evening.