Forum Discussion

M_Starlighter's avatar
M_Starlighter
8 months ago
Solved

There's a problem with your game's setup. Please reinstall your game. 1.109

Hello fellow Simmers,

After successfully downloading the new update of 18 September 2024 I couldn't launch the game. It told me to reinstall everything due to a problem with the files. I do not play with mods and have most packs, so that's going to take a while ☹️ I tried repairing and restarting first but to no avail, the message stayed the same. I wondered why this is happening and thought it would be wise to let the team know. I saved my inlog rewards and save file so will report back if it works after the reinstall.

I run my game on a PC only used to play the Sims 4 but it still runs on Windows 7 Ultimate.

edited title for visibility.  -puzzlezaddict

pc
  • puzzlezaddict's avatar
    puzzlezaddict
    8 months ago

    I've merged a few posts together as they're all about the same error.

    @M_Starlighter @king4510411 @Cinthilaa  Please try forcing DirectX 9 mode.  Open the EA App, click Sims 4 > Manage > View properties, and enter -dx9 in the command line box.  If that doesn't help, please run a dxdiag and attach it to a post.

    https://help.ea.com/en-us/help/pc/how-to-gather-dxdiag-information/

    @zippygabby2  Please update your graphics driver, whiich is from 2018.  You can find a new driver here:

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

    Choose GeForce, 900 series, 980, 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 administartor."  Choose the Custom (not Express) install method, and check the box to perform a clean install.  Restart afterwards and before trying to play.

    @Aldreena  Please do the above, except choose 500M series, 560M, Windows 7 64-bit, and you should see a driver from 2018 rather than your current one from 2013.

    For anyone who still can't play, please look for new errors in the Reliability Monitor.  Hit Windows key-R and enter "perfmon /rel" without quotes, and you'll see a chart of errors and updates with a column for each day.  Today is on the right.

    Try to launch Sims 4 again, then look for an error that happened at exactly this time.  If you find one, double-click it to see more details, then copy that info and paste it into a reply here.  If you don't see a new error, check back in an hour or so—the Reliability Monitor doesn't always update right away.

59 Replies

Sort By
Show More
  • cphoolen's avatar
    cphoolen
    New Spectator
    7 months ago

    After EA update Game won't start, says "There is a problem with your game's setup. Please reinstall your game."

    So I uninstalled it and reinstalled it. 

    Then I tried clearing the EA cache, and changing the folder I reinstalled the game to so it wasn't in Program Files. ( I tried this three times into different places. Once into a different file on my C drive, once into a different drive, and once directly on my desk top.)

    Then I used Revo Unistaller to completely remove everything Sims 4 and EA while I updated everything on my computer I possibly could then reinstalled it and tried to run it without any firewalls up. (Tried reinstalling it into different places as well.)

    I have no mods or cc-at this point i have no Sims or EA files on my computer at all. Please please please help. I don't know what else to do. 

    Spoiler

    System Information
    ------------------
    Time of this report: 10/25/2024, 08:04:46
           Machine name: CANDICE-PC
       Operating System: Windows 7 Professional 64-bit (6.1, Build 7601) Service Pack 1 (7601.win7sp1_ldr_escrow.200102-1707)
               Language: English (Regional Setting: English)
    System Manufacturer: Dell Inc.
           System Model: OptiPlex 3010
                   BIOS: BIOS Date: 09/18/12 23:15:37 Ver: A05.00 
              Processor: Intel(R) Core(TM) i3-3220 CPU @ 3.30GHz (4 CPUs), ~3.3GHz
                 Memory: 8192MB RAM
    Available OS Memory: 8162MB RAM
              Page File: 6498MB used, 9823MB 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 32bit Unicode

    ------------
    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: AMD Radeon HD 7570
           Manufacturer: Advanced Micro Devices, Inc.
              Chip type: AMD Radeon Graphics Processor (0x675D)
               DAC type: Internal DAC(400MHz)
             Device Key: Enum\PCI\VEN_1002&DEV_675D&SUBSYS_2B201028&REV_00
         Display Memory: 4095 MB
       Dedicated Memory: 1010 MB
          Shared Memory: 3085 MB
           Current Mode: 1920 x 1080 (32 bit) (60Hz)
           Monitor Name: Generic PnP Monitor
          Monitor Model: ASUS VS228
             Monitor Id: ACI22FD
            Native Mode: 1920 x 1080(p) (60.000Hz)
            Output Type: DVI
            Driver Name: atiu9p64.dll,atiuxp64.dll,atiuxp64.dll,atiu9pag,atiuxpag,atiuxpag,atiumdva,atiumd6a.cap,atitmm64.dll
    Driver File Version: 8.14.0001.6304 (English)
         Driver Version: 12.100.0.0
            DDI Version: 11
           Driver Model: WDDM 1.1
      Driver Attributes: Final Retail
       Driver Date/Size: 1/16/2013 04:46:58, 107008 bytes
            WHQL Logo'd: Yes
        WHQL Date Stamp: 
      Device Identifier: {D7B71EE2-241D-11CF-386B-210BA1C2C535}
              Vendor ID: 0x1002
              Device ID: 0x675D
              SubSys ID: 0x2B201028
            Revision ID: 0x0000
     Driver Strong Name: oem5.inf:ATI.Mfg.NTamd64.6.1:ati2mtag_NI:12.100.0.0😛ci\ven_1002&dev_675d&subsys_2b201028
         Rank Of Driver: 00E60001
            Video Accel: ModeMPEG2_A ModeMPEG2_C 
       Deinterlace Caps: {6E8329FF-B642-418B-BCF0-BCB6591E255F}: Format(In/Out)=(YUY2,YUY2) Frames(Prev/Fwd/Back)=(0,0,1) Caps=VideoProcess_YUV2RGB VideoProcess_StretchX VideoProcess_StretchY DeinterlaceTech_PixelAdaptive 
                         {335AA36E-7884-43A4-9C91-7F87FAF3E37E}: Format(In/Out)=(YUY2,YUY2) Frames(Prev/Fwd/Back)=(0,0,0) Caps=VideoProcess_YUV2RGB VideoProcess_StretchX VideoProcess_StretchY DeinterlaceTech_BOBVerticalStretch 
                         {5A54A0C9-C7EC-4BD9-8EDE-F3C75DC4393B}: Format(In/Out)=(YUY2,YUY2) Frames(Prev/Fwd/Back)=(0,0,0) Caps=VideoProcess_YUV2RGB VideoProcess_StretchX VideoProcess_StretchY 
                         {6E8329FF-B642-418B-BCF0-BCB6591E255F}: Format(In/Out)=(UYVY,UYVY) Frames(Prev/Fwd/Back)=(0,0,1) Caps=VideoProcess_YUV2RGB VideoProcess_StretchX VideoProcess_StretchY DeinterlaceTech_PixelAdaptive 
                         {335AA36E-7884-43A4-9C91-7F87FAF3E37E}: Format(In/Out)=(UYVY,UYVY) Frames(Prev/Fwd/Back)=(0,0,0) Caps=VideoProcess_YUV2RGB VideoProcess_StretchX VideoProcess_StretchY DeinterlaceTech_BOBVerticalStretch 
                         {5A54A0C9-C7EC-4BD9-8EDE-F3C75DC4393B}: Format(In/Out)=(UYVY,UYVY) Frames(Prev/Fwd/Back)=(0,0,0) Caps=VideoProcess_YUV2RGB VideoProcess_StretchX VideoProcess_StretchY 
                         {5A54A0C9-C7EC-4BD9-8EDE-F3C75DC4393B}: Format(In/Out)=(YV12,0x32315659) Frames(Prev/Fwd/Back)=(0,0,0) Caps=
                         {3C5323C1-6FB7-44F5-9081-056BF2EE449D}: Format(In/Out)=(NV12,0x3231564e) Frames(Prev/Fwd/Back)=(0,0,2) Caps=VideoProcess_YUV2RGB VideoProcess_StretchX VideoProcess_StretchY DeinterlaceTech_PixelAdaptive 
                         {552C0DAD-CCBC-420B-83C8-74943CF9F1A6}: Format(In/Out)=(NV12,0x3231564e) Frames(Prev/Fwd/Back)=(0,0,2) Caps=VideoProcess_YUV2RGB VideoProcess_StretchX VideoProcess_StretchY DeinterlaceTech_PixelAdaptive 
                         {6E8329FF-B642-418B-BCF0-BCB6591E255F}: Format(In/Out)=(NV12,0x3231564e) Frames(Prev/Fwd/Back)=(0,0,1) Caps=VideoProcess_YUV2RGB VideoProcess_StretchX VideoProcess_StretchY DeinterlaceTech_PixelAdaptive 
                         {335AA36E-7884-43A4-9C91-7F87FAF3E37E}: Format(In/Out)=(NV12,0x3231564e) Frames(Prev/Fwd/Back)=(0,0,0) Caps=VideoProcess_YUV2RGB VideoProcess_StretchX VideoProcess_StretchY DeinterlaceTech_BOBVerticalStretch 
                         {5A54A0C9-C7EC-4BD9-8EDE-F3C75DC4393B}: Format(In/Out)=(NV12,0x3231564e) Frames(Prev/Fwd/Back)=(0,0,0) Caps=VideoProcess_YUV2RGB VideoProcess_StretchX VideoProcess_StretchY 
                         {5A54A0C9-C7EC-4BD9-8EDE-F3C75DC4393B}: Format(In/Out)=(IMC1,UNKNOWN) Frames(Prev/Fwd/Back)=(0,0,0) Caps=
                         {5A54A0C9-C7EC-4BD9-8EDE-F3C75DC4393B}: Format(In/Out)=(IMC2,UNKNOWN) Frames(Prev/Fwd/Back)=(0,0,0) Caps=
                         {5A54A0C9-C7EC-4BD9-8EDE-F3C75DC4393B}: Format(In/Out)=(IMC3,UNKNOWN) Frames(Prev/Fwd/Back)=(0,0,0) Caps=
                         {5A54A0C9-C7EC-4BD9-8EDE-F3C75DC4393B}: Format(In/Out)=(IMC4,UNKNOWN) Frames(Prev/Fwd/Back)=(0,0,0) Caps=
                         {5A54A0C9-C7EC-4BD9-8EDE-F3C75DC4393B}: Format(In/Out)=(S340,UNKNOWN) Frames(Prev/Fwd/Back)=(0,0,0) Caps=
                         {5A54A0C9-C7EC-4BD9-8EDE-F3C75DC4393B}: Format(In/Out)=(S342,UNKNOWN) Frames(Prev/Fwd/Back)=(0,0,0) Caps=
           D3D9 Overlay: Not Supported
                DXVA-HD: Not Supported
           DDraw Status: Enabled
             D3D Status: Enabled
             AGP Status: Enabled

    -------------
    Sound Devices
    -------------
                Description: Speakers (High Definition Audio Device)
     Default Sound Playback: Yes
     Default Voice Playback: Yes
                Hardware ID: HDAUDIO\FUNC_01&VEN_14F1&DEV_50A1&SUBSYS_10280585&REV_1001
            Manufacturer ID: 1
                 Product ID: 65535
                       Type: WDM
                Driver Name: HdAudio.sys
             Driver Version: 6.01.7601.24519 (English)
          Driver Attributes: Final Retail
                WHQL Logo'd: Yes
              Date and Size: 8/26/2019 21:34:01, 350208 bytes
                Other Files: 
            Driver Provider: Microsoft
             HW Accel Level: Basic
                  Cap Flags: 0xF1F
        Min/Max Sample Rate: 100, 200000
    Static/Strm HW Mix Bufs: 1, 0
     Static/Strm HW 3D Bufs: 0, 0
                  HW Memory: 0
           Voice Management: No
     EAX(tm) 2.0 Listen/Src: No, No
       I3DL2(tm) Listen/Src: No, No
    Sensaura(tm) ZoomFX(tm): No

    ---------------------
    Sound Capture Devices
    ---------------------
                Description: Microphone (High Definition Audio Device)
      Default Sound Capture: Yes
      Default Voice Capture: Yes
                Driver Name: HdAudio.sys
             Driver Version: 6.01.7601.24519 (English)
          Driver Attributes: Final Retail
              Date and Size: 8/26/2019 21:34:01, 350208 bytes
                  Cap Flags: 0x1
               Format Flags: 0xFFFFF

    -------------------
    DirectInput Devices
    -------------------
          Device Name: Mouse
             Attached: 1
        Controller ID: n/a
    Vendor/Product ID: n/a
            FF Driver: n/a

          Device Name: Keyboard
             Attached: 1
        Controller ID: n/a
    Vendor/Product ID: n/a
            FF Driver: n/a

          Device Name: USB Receiver
             Attached: 1
        Controller ID: 0x0
    Vendor/Product ID: 0x046D, 0xC52B
            FF Driver: n/a

          Device Name: USB Receiver
             Attached: 1
        Controller ID: 0x0
    Vendor/Product ID: 0x046D, 0xC52B
            FF Driver: n/a

          Device Name: USB Receiver
             Attached: 1
        Controller ID: 0x0
    Vendor/Product ID: 0x046D, 0xC52B
            FF Driver: n/a

          Device Name: USB Receiver
             Attached: 1
        Controller ID: 0x0
    Vendor/Product ID: 0x046D, 0xC52B
            FF Driver: n/a

          Device Name: USB Receiver
             Attached: 1
        Controller ID: 0x0
    Vendor/Product ID: 0x046D, 0xC52B
            FF Driver: n/a

          Device Name: USB Receiver
             Attached: 1
        Controller ID: 0x0
    Vendor/Product ID: 0x046D, 0xC52B
            FF Driver: n/a

          Device Name: USB Receiver
             Attached: 1
        Controller ID: 0x0
    Vendor/Product ID: 0x046D, 0xC534
            FF Driver: n/a

          Device Name: USB Receiver
             Attached: 1
        Controller ID: 0x0
    Vendor/Product ID: 0x046D, 0xC534
            FF Driver: n/a

          Device Name: USB Receiver
             Attached: 1
        Controller ID: 0x0
    Vendor/Product ID: 0x046D, 0xC534
            FF Driver: n/a

          Device Name: USB Receiver
             Attached: 1
        Controller ID: 0x0
    Vendor/Product ID: 0x046D, 0xC534
            FF Driver: n/a

    Poll w/ Interrupt: No

    -----------
    USB Devices
    -----------
    + USB Root Hub
    | Vendor/Product ID: 0x8086, 0x1C26
    | Matching Device ID: usb\root_hub20
    | Service: usbhub
    | 
    +-+ Generic USB Hub
    | | Vendor/Product ID: 0x8087, 0x0024
    | | Location: Port_#0001.Hub_#0002
    | | Matching Device ID: usb\class_09
    | | Service: usbhub

    ----------------
    Gameport Devices
    ----------------

    ------------
    PS/2 Devices
    ------------
    + HID Keyboard Device
    | Vendor/Product ID: 0x046D, 0xC52B
    | Matching Device ID: hid_device_system_keyboard
    | Service: kbdhid
    | 
    + HID Keyboard Device
    | Vendor/Product ID: 0x046D, 0xC534
    | Matching Device ID: hid_device_system_keyboard
    | Service: kbdhid
    | 
    + Terminal Server Keyboard Driver
    | Matching Device ID: root\rdp_kbd
    | Upper Filters: kbdclass
    | Service: TermDD
    | 
    + HID-compliant mouse
    | Vendor/Product ID: 0x046D, 0xC52B
    | Matching Device ID: hid_device_system_mouse
    | Service: mouhid
    | 
    + HID-compliant mouse
    | Vendor/Product ID: 0x046D, 0xC534
    | Matching Device ID: hid_device_system_mouse
    | Service: mouhid
    | 
    + Terminal Server Mouse Driver
    | Matching Device ID: root\rdp_mou
    | Upper Filters: mouclass
    | Service: TermDD

    ------------------------
    Disk & DVD/CD-ROM Drives
    ------------------------
          Drive: C:
     Free Space: 138.8 GB
    Total Space: 228.8 GB
    File System: NTFS
          Model: KINGSTON SA400S37240G ATA Device

          Drive: E:
     Free Space: 0.1 GB
    Total Space: 0.1 GB
    File System: NTFS
          Model: WDC WD5000AAKS-00UU3A0 ATA Device

          Drive: F:
     Free Space: 2.6 GB
    Total Space: 224.9 GB
    File System: NTFS
          Model: WDC WD5000AAKS-00UU3A0 ATA Device

          Drive: G:
     Free Space: 168.4 GB
    Total Space: 172.6 GB
    File System: NTFS
          Model: WDC WD5000AAKS-00UU3A0 ATA Device

          Drive: D:
          Model: TSSTcorp DVD+-RW SH-216BB ATA Device
         Driver: c:\windows\system32\drivers\cdrom.sys, 6.01.7601.17514 (English), , 0 bytes

    --------------
    System Devices
    --------------
         Name: High Definition Audio Controller
    Device ID: PCI\VEN_8086&DEV_1C20&SUBSYS_05851028&REV_04\3&11583659&0&D8
       Driver: n/a

         Name: High Definition Audio Controller
    Device ID: PCI\VEN_1002&DEV_AA90&SUBSYS_AA901028&REV_00\4&FCDA5D2&0&0108
       Driver: n/a

         Name: PCI standard PCI-to-PCI bridge
    Device ID: PCI\VEN_8086&DEV_1C18&SUBSYS_05851028&REV_B4\3&11583659&0&E4
       Driver: n/a

         Name: AMD Radeon HD 7570
    Device ID: PCI\VEN_1002&DEV_675D&SUBSYS_2B201028&REV_00\4&FCDA5D2&0&0008
       Driver: n/a

         Name: PCI standard PCI-to-PCI bridge
    Device ID: PCI\VEN_8086&DEV_1C10&SUBSYS_05851028&REV_B4\3&11583659&0&E0
       Driver: n/a

         Name: PCI standard ISA bridge
    Device ID: PCI\VEN_8086&DEV_1C5C&SUBSYS_05851028&REV_04\3&11583659&0&F8
       Driver: n/a

         Name: Standard AHCI 1.0 Serial ATA Controller
    Device ID: PCI\VEN_8086&DEV_1C02&SUBSYS_05851028&REV_04\3&11583659&0&FA
       Driver: n/a

         Name: Intel(R) Management Engine Interface 
    Device ID: PCI\VEN_8086&DEV_1C3A&SUBSYS_05851028&REV_04\3&11583659&0&B0
       Driver: n/a

         Name: Standard Enhanced PCI to USB Host Controller
    Device ID: PCI\VEN_8086&DEV_1C2D&SUBSYS_05851028&REV_04\3&11583659&0&D0
       Driver: n/a

         Name: PCI standard PCI-to-PCI bridge
    Device ID: PCI\VEN_8086&DEV_0151&SUBSYS_05851028&REV_09\3&11583659&0&08
       Driver: n/a

         Name: Standard Enhanced PCI to USB Host Controller
    Device ID: PCI\VEN_8086&DEV_1C26&SUBSYS_05851028&REV_04\3&11583659&0&E8
       Driver: n/a

         Name: PCI standard host CPU bridge
    Device ID: PCI\VEN_8086&DEV_0150&SUBSYS_05851028&REV_09\3&11583659&0&00
       Driver: n/a

         Name: Synaptics SMBus Driver
    Device ID: PCI\VEN_8086&DEV_1C22&SUBSYS_05851028&REV_04\3&11583659&0&FB
       Driver: n/a

         Name: Realtek PCIe GbE Family Controller
    Device ID: PCI\VEN_10EC&DEV_8168&SUBSYS_05851028&REV_06\4&852070&0&00E4
       Driver: n/a

    ------------------
    DirectShow Filters
    ------------------

    DirectShow Filters:
    WMAudio Decoder DMO,0x00800800,1,1,WMADMOD.DLL,6.01.7601.19091
    WMAPro over S/PDIF DMO,0x00600800,1,1,WMADMOD.DLL,6.01.7601.19091
    WMSpeech Decoder DMO,0x00600800,1,1,WMSPDMOD.DLL,6.01.7601.19091
    MP3 Decoder DMO,0x00600800,1,1,mp3dmod.dll,6.01.7601.19091
    Mpeg4s Decoder DMO,0x00800001,1,1,mp4sdecd.dll,6.01.7601.19091
    WMV Screen decoder DMO,0x00600800,1,1,wmvsdecd.dll,6.01.7601.19091
    WMVideo Decoder DMO,0x00800001,1,1,wmvdecod.dll,6.01.7601.19091
    Mpeg43 Decoder DMO,0x00800001,1,1,mp43decd.dll,6.01.7601.19091
    Mpeg4 Decoder DMO,0x00800001,1,1,mpg4decd.dll,6.01.7601.19091
    ATI Ticker,0x00200000,0,1,Ticker.ax,
    DV Muxer,0x00400000,0,0,qdv.dll,6.06.7601.17514
    Color Space Converter,0x00400001,1,1,quartz.dll,6.06.7601.24537
    WM ASF Reader,0x00400000,0,0,qasf.dll,12.00.7601.19091
    Screen Capture filter,0x00200000,0,1,wmpsrcwp.dll,12.00.7601.17514
    AVI Splitter,0x00600000,1,1,quartz.dll,6.06.7601.24537
    VGA 16 Color Ditherer,0x00400000,1,1,quartz.dll,6.06.7601.24537
    SBE2MediaTypeProfile,0x00200000,0,0,sbe.dll,6.06.7601.17528
    Microsoft DTV-DVD Video Decoder,0x005fffff,2,4,msmpeg2vdec.dll,12.00.9200.17037
    AC3 Parser Filter,0x00600000,1,1,mpg2splt.ax,6.06.7601.17528
    StreamBufferSink,0x00200000,0,0,sbe.dll,6.06.7601.17528
    MJPEG Decompressor,0x00600000,1,1,quartz.dll,6.06.7601.24537
    MPEG-I Stream Splitter,0x00600000,1,2,quartz.dll,6.06.7601.24537
    SAMI (CC) Parser,0x00400000,1,1,quartz.dll,6.06.7601.24537
    VBI Codec,0x00600000,1,4,VBICodec.ax,6.06.7601.17514
    ATI MPEG File Writer,0x00200000,1,0,atimpenc.dll,12.10.0000.30115
    AMD Video Decoder,0x00200000,1,2,atimpenc.dll,12.10.0000.30115
    MPEG-2 Splitter,0x005fffff,1,0,mpg2splt.ax,6.06.7601.17528
    Closed Captions Analysis Filter,0x00200000,2,5,cca.dll,6.06.7601.17514
    SBE2FileScan,0x00200000,0,0,sbe.dll,6.06.7601.17528
    Microsoft MPEG-2 Video Encoder,0x00200000,1,1,msmpeg2enc.dll,6.01.7601.19091
    Internal Script Command Renderer,0x00800001,1,0,quartz.dll,6.06.7601.24537
    MPEG Audio Decoder,0x03680001,1,1,quartz.dll,6.06.7601.24537
    MMACE ProcAmp,0x00200000,0,2,MMACEFilters.dll,
    DV Splitter,0x00600000,1,2,qdv.dll,6.06.7601.17514
    Video Mixing Renderer 9,0x00200000,1,0,quartz.dll,6.06.7601.24537
    Microsoft MPEG-2 Encoder,0x00200000,2,1,msmpeg2enc.dll,6.01.7601.19091
    ATI MPEG Audio Encoder,0x00200000,1,1,atimpenc.dll,12.10.0000.30115
    AMD MJPEG Decoder,0x00200000,1,1,atimpenc.dll,12.10.0000.30115
    ACM Wrapper,0x00600000,1,1,quartz.dll,6.06.7601.24537
    Video Renderer,0x00800001,1,0,quartz.dll,6.06.7601.24537
    MPEG-2 Video Stream Analyzer,0x00200000,0,0,sbe.dll,6.06.7601.17528
    Line 21 Decoder,0x00600000,1,1,qdvd.dll,6.06.7601.24499
    Video Port Manager,0x00600000,2,1,quartz.dll,6.06.7601.24537
    Video Renderer,0x00400000,1,0,quartz.dll,6.06.7601.24537
    AMD Video Encoder,0x00200000,1,1,atimpenc.dll,12.10.0000.30115
    ATI MPEG Multiplexer,0x00200000,2,1,atimpenc.dll,12.10.0000.30115
    VPS Decoder,0x00200000,0,0,WSTPager.ax,6.06.7601.17514
    WM ASF Writer,0x00400000,0,0,qasf.dll,12.00.7601.19091
    VBI Surface Allocator,0x00600000,1,1,vbisurf.ax,6.01.7601.17514
    MMACE SoftEmu,0x00200000,0,2,MMACEFilters.dll,
    File writer,0x00200000,1,0,qcap.dll,6.06.7601.17514
    iTV Data Sink,0x00600000,1,0,itvdata.dll,6.06.7601.17514
    iTV Data Capture filter,0x00600000,1,1,itvdata.dll,6.06.7601.17514
    AMD Video Scaler Filter,0x00200000,1,1,atimpenc.dll,12.10.0000.30115
    DVD Navigator,0x00200000,0,3,qdvd.dll,6.06.7601.24499
    MMACE DeInterlace,0x00200000,0,2,MMACEFilters.dll,
    Overlay Mixer2,0x00200000,1,1,qdvd.dll,6.06.7601.24499
    AVI Draw,0x00600064,9,1,quartz.dll,6.06.7601.24537
    RDP DShow Redirection Filter,0xffffffff,1,0,DShowRdpFilter.dll,
    Microsoft MPEG-2 Audio Encoder,0x00200000,1,1,msmpeg2enc.dll,6.01.7601.19091
    WST Pager,0x00200000,1,1,WSTPager.ax,6.06.7601.17514
    MPEG-2 Demultiplexer,0x00600000,1,1,mpg2splt.ax,6.06.7601.17528
    DV Video Decoder,0x00800000,1,1,qdv.dll,6.06.7601.17514
    SampleGrabber,0x00200000,1,1,qedit.dll,6.06.7601.19091
    Null Renderer,0x00200000,1,0,qedit.dll,6.06.7601.19091
    MPEG-2 Sections and Tables,0x005fffff,1,0,Mpeg2Data.ax,6.06.7601.17514
    Microsoft AC3 Encoder,0x00200000,1,1,msac3enc.dll,6.01.7601.17514
    StreamBufferSource,0x00200000,0,0,sbe.dll,6.06.7601.17528
    Smart Tee,0x00200000,1,2,qcap.dll,6.06.7601.17514
    Overlay Mixer,0x00200000,0,0,qdvd.dll,6.06.7601.24499
    AVI Decompressor,0x00600000,1,1,quartz.dll,6.06.7601.24537
    AVI/WAV File Source,0x00400000,0,2,quartz.dll,6.06.7601.24537
    Wave Parser,0x00400000,1,1,quartz.dll,6.06.7601.24537
    MIDI Parser,0x00400000,1,1,quartz.dll,6.06.7601.24537
    Multi-file Parser,0x00400000,1,1,quartz.dll,6.06.7601.24537
    File stream renderer,0x00400000,1,1,quartz.dll,6.06.7601.24537
    AMD Video Rotation Filter,0x00200000,1,1,atimpenc.dll,12.10.0000.30115
    Microsoft DTV-DVD Audio Decoder,0x005fffff,1,1,msmpeg2adec.dll,6.01.7601.23285
    StreamBufferSink2,0x00200000,0,0,sbe.dll,6.06.7601.17528
    AVI Mux,0x00200000,1,0,qcap.dll,6.06.7601.17514
    Line 21 Decoder 2,0x00600002,1,1,quartz.dll,6.06.7601.24537
    File Source (Async.),0x00400000,0,1,quartz.dll,6.06.7601.24537
    File Source (URL),0x00400000,0,1,quartz.dll,6.06.7601.24537
    Infinite Pin Tee Filter,0x00200000,1,1,qcap.dll,6.06.7601.17514
    Enhanced Video Renderer,0x00200000,1,0,evr.dll,6.01.7601.24499
    BDA MPEG2 Transport Information Filter,0x00200000,2,0,psisrndr.ax,6.06.7601.17669
    MPEG Video Decoder,0x40000001,1,1,quartz.dll,6.06.7601.24537

    WDM Streaming Tee/Splitter Devices:
    Tee/Sink-to-Sink Converter,0x00200000,1,1,ksproxy.ax,6.01.7601.19091

    Video Compressors:
    WMVideo8 Encoder DMO,0x00600800,1,1,wmvxencd.dll,6.01.7601.19091
    WMVideo9 Encoder DMO,0x00600800,1,1,wmvencod.dll,6.01.7601.19091
    MSScreen 9 encoder DMO,0x00600800,1,1,wmvsencd.dll,6.01.7601.19091
    DV Video Encoder,0x00200000,0,0,qdv.dll,6.06.7601.17514
    MJPEG Compressor,0x00200000,0,0,quartz.dll,6.06.7601.24537
    Cinepak Codec by Radius,0x00200000,1,1,qcap.dll,6.06.7601.17514
    Intel IYUV codec,0x00200000,1,1,qcap.dll,6.06.7601.17514
    Intel IYUV codec,0x00200000,1,1,qcap.dll,6.06.7601.17514
    Microsoft RLE,0x00200000,1,1,qcap.dll,6.06.7601.17514
    Microsoft Video 1,0x00200000,1,1,qcap.dll,6.06.7601.17514
    VP60® Simple Profile ,0x00200000,1,1,qcap.dll,6.06.7601.17514
    VP61® Advanced Profile,0x00200000,1,1,qcap.dll,6.06.7601.17514

    Audio Compressors:
    WM Speech Encoder DMO,0x00600800,1,1,WMSPDMOE.DLL,6.01.7601.19091
    WMAudio Encoder DMO,0x00600800,1,1,WMADMOE.DLL,6.01.7601.19091
    ATI MPEG Audio Encoder,0x00200000,1,1,atimpenc.dll,12.10.0000.30115
    IMA ADPCM,0x00200000,1,1,quartz.dll,6.06.7601.24537
    PCM,0x00200000,1,1,quartz.dll,6.06.7601.24537
    Microsoft ADPCM,0x00200000,1,1,quartz.dll,6.06.7601.24537
    GSM 6.10,0x00200000,1,1,quartz.dll,6.06.7601.24537
    CCITT A-Law,0x00200000,1,1,quartz.dll,6.06.7601.24537
    CCITT u-Law,0x00200000,1,1,quartz.dll,6.06.7601.24537
    MPEG Layer-3,0x00200000,1,1,quartz.dll,6.06.7601.24537

    Audio Capture Sources:
    Microphone (High Definition Aud,0x00200000,0,0,qcap.dll,6.06.7601.17514

    PBDA CP Filters:
    PBDA DTFilter,0x00600000,1,1,CPFilters.dll,6.06.7601.19135
    PBDA ETFilter,0x00200000,0,0,CPFilters.dll,6.06.7601.19135
    PBDA PTFilter,0x00200000,0,0,CPFilters.dll,6.06.7601.19135

    Midi Renderers:
    Default MidiOut Device,0x00800000,1,0,quartz.dll,6.06.7601.24537
    Microsoft GS Wavetable Synth,0x00200000,1,0,quartz.dll,6.06.7601.24537

    WDM Streaming Capture Devices:
    HD Audio Muxed capture,0x00200000,1,1,ksproxy.ax,6.01.7601.19091

    WDM Streaming Rendering Devices:
    HD Audio Int Spkr/Ext LineOut,0x00200000,1,1,ksproxy.ax,6.01.7601.19091

    BDA Network Providers:
    Microsoft ATSC Network Provider,0x00200000,0,1,MSDvbNP.ax,6.06.7601.17514
    Microsoft DVBC Network Provider,0x00200000,0,1,MSDvbNP.ax,6.06.7601.17514
    Microsoft DVBS Network Provider,0x00200000,0,1,MSDvbNP.ax,6.06.7601.17514
    Microsoft DVBT Network Provider,0x00200000,0,1,MSDvbNP.ax,6.06.7601.17514
    Microsoft Network Provider,0x00200000,0,1,MSNP.ax,6.06.7601.17514

    Multi-Instance Capable VBI Codecs:
    VBI Codec,0x00600000,1,4,VBICodec.ax,6.06.7601.17514

    BDA Transport Information Renderers:
    BDA MPEG2 Transport Information Filter,0x00600000,2,0,psisrndr.ax,6.06.7601.17669
    MPEG-2 Sections and Tables,0x00600000,1,0,Mpeg2Data.ax,6.06.7601.17514

    BDA CP/CA Filters:
    Decrypt/Tag,0x00600000,1,1,EncDec.dll,6.06.7601.19135
    Encrypt/Tag,0x00200000,0,0,EncDec.dll,6.06.7601.19135
    PTFilter,0x00200000,0,0,EncDec.dll,6.06.7601.19135
    XDS Codec,0x00200000,0,0,EncDec.dll,6.06.7601.19135

    WDM Streaming Communication Transforms:
    Tee/Sink-to-Sink Converter,0x00200000,1,1,ksproxy.ax,6.01.7601.19091

    Audio Renderers:
    Speakers (High Definition Audio,0x00200000,1,0,quartz.dll,6.06.7601.24537
    Default DirectSound Device,0x00800000,1,0,quartz.dll,6.06.7601.24537
    Default WaveOut Device,0x00200000,1,0,quartz.dll,6.06.7601.24537
    DirectSound: Speakers (High Definition Audio Device),0x00200000,1,0,quartz.dll,6.06.7601.24537

    ---------------
    EVR Power Information
    ---------------
    Current Setting: {5C67A112-A4C9-483F-B4A7-1D473BECAFDC} (Quality) 
      Quality Flags: 2576
        Enabled:
        Force throttling
        Allow half deinterlace
        Allow scaling
        Decode Power Usage: 100
      Balanced Flags: 1424
        Enabled:
        Force throttling
        Allow batching
        Force half deinterlace
        Force scaling
        Decode Power Usage: 50
      PowerFlags: 1424
        Enabled:
        Force throttling
        Allow batching
        Force half deinterlace
        Force scaling
        Decode Power Usage: 0

    edited to add spoiler tag.  -puzzlezaddict

  • Tereza_Bart's avatar
    Tereza_Bart
    7 months ago
    @puzzlezaddict Heyy! Since yesterday I had this problem too, I tried everything - uninstalling the game, the EA app, repairs etc, but only your advice really helped, so thank you soo much!
  • puzzlezaddict's avatar
    puzzlezaddict
    Hero+
    7 months ago

    @cphoolen  I've merged your post with the master thread for this error.  Please force Sims 4 to use DirectX 9: open your EA App game library, select Sims 4 > Manage > View properties, and add -dx9 to the command line box.

    As jpkarlsen mentioned, it's also worth updating your graphics driver.  You can get the newest one here:

    https://www.amd.com/en/support/downloads/drivers.html/graphics/radeon-hd/radeon-hd-7000-series/amd-radeon-hd-7570.html

    The Windows 7 driver is still quite old though, and I wouldn't expect it to fix the Sims 4 error, which appears to be tied to the OS rather than the driver.

  • bhhr's avatar
    bhhr
    6 months ago

    I play on pc and use the EA App.  A couple of days ago I bought and downloaded Lovestruck. Since then I am unable to get the game to launch. I get a message saying something like "there's a problem with the setup. Please reinstall the game". I've, uninstalled the game about 4 times, reinstalling the game and add-ons; and today, just the base game.  Its still giving me the same message. I've tried running repairs.I've also tried factory resets and uninstalling and reinstalling the EA App too.  I'm running out of things to try.  Ideally I'd like to get in touch directly with EA Games, but not sure how to do that either - when I tried to send a ticket from the EA App, that kept failing too.  I've been playing on the same pc for quite a while, so I know its compatible etc.  Any suggestions would be appreciated.

  • puzzlezaddict's avatar
    puzzlezaddict
    Hero+
    6 months ago

    @bhhr  Are you running Windows 7?  If so, please try forcing Sims 4 to open in DirectX 9 mode.  Open the EA App, click Sims 4 > Manage > View properties, and add -dx9 to the command line box.

    You can try this on any system, but it won't help if the game is already set to use DX9 by default, so please don't consider this a blanket fix.  If you're not running Windows 7, or you are but the above doesn't help, please run a dxdiag and attach it to your reply.

    https://help.ea.com/en-us/help/pc/how-to-gather-dxdiag-information/

  • Nut_HD's avatar
    Nut_HD
    6 months ago
    @puzzlezaddict you are my man, but, I see an older post from feb. 2023 and now this post.
    The issue, the same, but its a freshy laptop with 3050... I update the whole nvidia app and driver, I did 3 times your steps from here ( https://answers.ea.com/t5/PC/Sims-4-There-is-a-problem-with-your-games-setup-Please-reinstall/td-p/12262583 ), I use command (-dx9, -dx11) use revo 3 times (1 time I saved the sims 4 folder to an other folder and renamed it to eg.: game, after use revo to delete sims 4, after restart the laptop open EA app, use the download direction C:/Games, After cut out the copied sims4 folderto the C:/Games/The Sims 4 (renamed backl the folder) start download-> preparing, finish about 2 min (because all the 22 add-ons and the main game there then I click start, First time pop up a error window (with red X) You need a higher access level or smth else (but I use compatible mode with administrator mode after I unselected admin mode and kompatible mode the original message come back:
    "there is a problem with your game's setup" so i fkd up and close teamviewer :D
    Tomorrow I create a dxdiag text file, now forgot to sent to me.
    #sims4sucks #10yearanniversary #10yearolderror #EAyoujokingusright
  • Steady12345678's avatar
    Steady12345678
    4 months ago

    Hello,

    Firstly id like to apologize for my english, I dont speak english so this might be difficult to read.

    So I have this problem with EA app. Every time I try to open my the sims 4 app (my only app in EA) it doesnt launch, it only says that the sims app needs to be reinstalled- already reinstalled it but it didnt work, tried to update EA app- didnt work, repair the sims- nothing. And it doesnt even end there... I feel like I tried everything to make the sims 4 work. I need help, because I played the sims for so long, and if it would have ended id feel like I wasted my money on packs that i cant even play anymore. Please can comeone tell me what to do.

About The Sims 4 Technical Issues - PC

PC players get help with their technical issues in The Sims 4 here.51,842 PostsLatest Activity: 52 minutes ago