Forum Discussion

craftysimss's avatar
craftysimss
Seasoned Newcomer
16 days ago

Receiving "there is a problem with your game's setup" error after latest update

Hello! This is the first time I have received this error and I don't know what to do! I already contacted EA for help, and they redirected me to post about it on the forums. What happens is when I try to launch Sims 4 to play, I receive an error stating "There is a problem with your game's setup. Please reinstall the game." (attachment provided) 

  1. I removed all cc/mods and additional files (like saves and tray) to a different location.
  2. I used Revo Uninstaller to uninstall both Sims 4 and the EA App thoroughly and did the scan after.
  3. I reinstalled both the EA App and Sims 4, which took all night, and error still remains.
  4. I tried doing a repair on the Sims 4 game, error still remains.

At this point, I have no files from the game so this is completely mod and cc free. Before the update, I had no issues. I have had played Sims 4 ever since the first game released and this is the first time I have seen this error. I have no idea what else I can do! Is the game just unplayable for me now?

I will note I am running an older version of Windows (Windows 7 to be exact). I did another suggestion that said to run dxdiag to receive error info (also attached). So I have already done this step. Please help!

  • craftysimss  Thanks for the dxdiag, which shows your graphics driver is quite old.  Please install the newest driver available from AMD for your GPU.  You'll want the Adrenalin (not Pro) driver for Windows 7, which is from 2022 but is still a lot newer than your current one.

    https://www.amd.com/en/support/downloads/drivers.html/graphics/radeon-600-500-400/radeon-rx-500-series/radeon-rx-570.html

    Run the installer as an admin: right-click the download and select "Run as administrator."  Restart your computer after installing and before trying to play.

    If this doesn't help, please force the game to launch in DirectX 9 mode.  Open the EA App game library, click Sims 4 > Manage > View properties, and add -dx9 as a command line argument.

  • stephrawr  Please try updating your graphics driver.  You can get the newest version here:

    https://www.nvidia.com/en-us/drivers/

    Choose GeForce, 600 series, 680, Windows 7 64-bit, and you'll see a driver from July.  Download it and run it as an admin: right-click the download and select "Run as administrator."  Choose the Custom (not Express) install method, and check the box to perform a clean install.  Restart afterwards and before trying to play.

    If this doesn't help, your options are to use DirectX 9 mode, as described above, or to update your computer to Windows 10.  The DirectX 11 version of Sims 4 isn't playing well with Windows 7 and older hardware and drivers, although I don't know how it will respond once you've updated your driver.

  • craftysimss's avatar
    craftysimss
    Seasoned Newcomer

    puzzlezaddictHello, thanks for your fast response! Sorry it took awhile to do as instructed. So, I went ahead and added -dx9 as a command line as you suggested AND updated my drivers. My game now opens properly and I do not receive this error message! Thank you so much for the fix! I will now work on re-adding mods/cc/saves and see if the game comes across the issue again, I'll keep you updated.

  • mrsr99tso  Please provide a dxdiag.  Hit Windows key-R, enter dxdiag in the run box, wait for the scan to finish, click "Save all information," and save the file to your desktop.  From there, you can attach it to a reply using the camera (Insert Media) icon included with the other formatting buttons.

    Please also let me know whether switching to DirectX 9 mode, as described above, makes a difference.

  • mrsr99tso's avatar
    mrsr99tso
    Rising Newcomer

    I am having the same problem. I'm also on Windows 7 I repaired the game and did the EA app recovery. I still have the exact same error. 

  • craftysimss  Thanks for the dxdiag, which shows your graphics driver is quite old.  Please install the newest driver available from AMD for your GPU.  You'll want the Adrenalin (not Pro) driver for Windows 7, which is from 2022 but is still a lot newer than your current one.

    https://www.amd.com/en/support/downloads/drivers.html/graphics/radeon-600-500-400/radeon-rx-500-series/radeon-rx-570.html

    Run the installer as an admin: right-click the download and select "Run as administrator."  Restart your computer after installing and before trying to play.

    If this doesn't help, please force the game to launch in DirectX 9 mode.  Open the EA App game library, click Sims 4 > Manage > View properties, and add -dx9 as a command line argument.

    • Yuke2001's avatar
      Yuke2001
      Seasoned Newcomer

      I had the same problem yesterday when I needed to install The Sims 4, as I needed to redo some of my past projects for better screenshots, on one of my older computers that also runs Windows 7. It has a GTX 560 Ti to be exact. Adding the -dx9 in the command line definitely worked. I find this doesn't make sense that it doesn't work with the DirectX 11 mode, despite Windows 7 having native DirectX 11 support, and the GTX 560 Ti supports DirectX 11 as well. I also don't really see how much of an improvement this DirectX 11 mode in this game is compared to the DirectX 9 mode, as the DirectX 9 mode has pretty much worked flawlessly for me, even on a 2011 graphics card. Nonetheless, I can continue with redoing my past projects, although I hope this Grim Reaper Rewards thing doesn't conflict with it too much (can't opt out of this unfortunately). Wish me luck, I guess...

    • sospecial21's avatar
      sospecial21
      Seasoned Newcomer

      I have attached my dx report to this message. I just went to the radeon website for an update to the card. I saw someone else mentioning downgrading to directx 9 from 11, but I am unable to open my game to do that. I get the same error as OP.

      • puzzlezaddict's avatar
        puzzlezaddict
        Hero+

        sospecial21  It looks like you already figured it out, but for anyone else looking, you can force DirectX 9 mode within the EA App.  Open your game library, click Sims 4 > Manage > View properties, and add -dx9 in the command line box.

        Your dxdiag shows you already have the newest-available driver from AMD for your graphics card.