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puzzlezaddict's avatar
puzzlezaddict
Hero+
5 years ago

Re: Unrecognized Video Card

@cassieb95  Your card was probably unrecognized the whole time, it's just that you didn't get a notification after the first time you launched the game.  But when you refresh the user data folder, that refreshes the file that says you've seen the notification, so you get it again.

At any rate, this is easy to fix.  You just need to tweak graphicscards.sgr, which is located within the game's program files.  Unless you changed the default install location in Origin, the full file path will be:

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

Open graphicscards.sgr (Notepad works fine), and crtl-F to search for 5917, which will take you to these lines:

card 0x87C0 "Intel (R) UHD 617" $cardLevelMedium $resolutionMedium
card 0x5917 "Intel (R) UHD 620" $cardLevelMedium $resolutionMedium
card 0x3EA0 "Intel (R) UHD 620" $cardLevelMedium $resolutionMedium

Change the bolded 5917 to 5916 (the device ID of your card), save, quit, and the card should be recognized.  To check whether it is in fact recognized, you can open config.log (in Documents\Electronic Arts\The Sims 4) and look for the card name, which is about 25 lines down and right under "Graphics device info"; you should see a [Found: 1, Supported: 1] next to the name.

By the way, your dxdiag lists a number of significant errors related to the driver for your graphics chip.  I'm not sure whether you can install a new driver directly from Intel, but it's a good idea to try.  This is the newest stable driver:

https://downloadcenter.intel.com/download/29674/Intel-Graphics-Windows-10-DCH-Drivers?product=95443

If you can't run it because something about HP not approving the software, let me know.

6 Replies

  • cassieb95's avatar
    cassieb95
    New Ace
    5 years ago
    @puzzlezaddict thank you very much for the reply!

    I did everything you said and now it says in the config file that it is supported. Thank you! Although, I have another problem that persists since the video card message popped up (now it doesn't show up!). The loading screen takes a long time to load, even when I remove the CC. I don't know if this has anything to do with the drivers. I automatically updated the drivers through the site you posted, but I don't know how to check if they have been truly updated.
  • puzzlezaddict's avatar
    puzzlezaddict
    Hero+
    5 years ago

    @cassieb95  The driver version would be in a dxdiag, but it should also be in the config.log, under "driver" and a couple lines below the found and supported values.  You can compare that to the version number on the download page, although the numbers can look a bit different, for example one might have some extra zeroes in the middle.

    For the loading screen, try moving your entire Sims 4 user data folder out of Documents\Electronic Arts and onto your desktop.  When you launch the game, a clean folder will spawn with no content.  Don't add anything yet; just start a new save, play for a few minutes, save, and quit.  Then see how long it takes to reload that save.

    If it's back to the normal interval, the issue is something in your old folder, and you can start adding back your content and testing to try to find out what.  If the game still takes a long time to load in the clean folder (be sure to test a few times), please run another dxdiag and upload it, so I can look for errors or other potential issues.

  • keiraluuv's avatar
    keiraluuv
    5 years ago

    Hi! I have the exact same issue as Cassie and the same drivers and everything! I followed exactly what you said (multiple times over to be sure) and in my config file it still shows found: 0 and supported: 1. Also to note, my graphiccard note file already had my graphics card in it, and it still won't recognize it. 

  • puzzlezaddict's avatar
    puzzlezaddict
    Hero+
    5 years ago

    @keiraluuv  The key is not whether you have the same graphics card, but whether the device ID for that card is the same.  If it isn't, then using the same edits won't make a difference.  It also doesn't matter whether your card is in the game's database; Sims 4 only reads the device ID.

    So please open config.log again, and copy and paste the lines between "Graphics device info" (about 25 lines down) and "Options" (about 40 lines down) into a reply here.  Please also double-check the last modified date on the config file: its timestamp should correspond to the last time you opened the game.

  • puzzlezaddict's avatar
    puzzlezaddict
    Hero+
    5 years ago

    @annieoath  The issue is that your graphics chip's device ID is slightly different than the two in the game's database.  You know where to find graphicscards.sgr already, so open it with Notepad and search for 5917, which will bring you to these lines:

    card 0x87C0 "Intel (R) UHD 617" $cardLevelMedium $resolutionMedium
    card 0x5917 "Intel (R) UHD 620" $cardLevelMedium $resolutionMedium
    card 0x3EA0 "Intel (R) UHD 620" $cardLevelMedium $resolutionMedium

    Change the bolded 5917 to 5916 (the device ID of your card), save, quit, and check config.log to see if it's recognized now.

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