Okay so I've been playing the sims 4 from my current laptop for a couple of years now and I've never experienced this kind of problem before. I am playing from EA but today I installed the Daring Lifestyle free bundle from Epic Games and synced them. After the packs were downloaded I opened the game and this appeared and when tried loading a save, it lagged A LOT and the graphics were very bad. P.S. I have laptop mode on and graphics set at custom.Does anyone know what can I do to fix that? I am not an expert in pc settings and stuff so please use simple words 🙂

@kurugnn_ The immediate problem is obvious: your computer is using the Microsoft Basic Display Driver rather than the driver for your AMD graphics chip, and the game will run much more poorly as a result. The question is why. Your dxdiag says the graphics chip has been disabled, and the question is why. First, click Windows key-X, select the Device Manager, expand the Display adapters section, right-click the AMD Radeon Graphics entry, and if you see the option to enable the device, select it. Wait a minute or two, restart your computer, load Sims 4, quit, and check the config.log again. Let me know whether the graphics device info section lists the basic render driver or your AMD graphics chip. If the Device Manager only shows the option to disable the AMD chip, please select Properties, then post screenshots of the General and Events tabs.

Unsupported video card issue | EA Forums

19 Replies

puzzlezaddict
Hero+
2 years ago
@kurugnn_ Please run a dxdiag and attach it to a post.

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

Please also go into Documents > Electronic Arts > The Sims 4, open the file labeled config.log, and scroll down to "Graphics device info," about 25 lines down. Copy the dozen or so lines between that and "Options" (I don't need to see your list of options), and paste those lines into a reply here.
kurugnn_
2 years ago
@puzzlezaddict
Number: 0
Name (driver): Microsoft Basic Render Driver
Name (database): Microsoft Basic Render Driver [Found: 1, Supported: 0]
Vendor: Microsoft
Chipset: Vendor: 1414, Device: 008c, Board: 00000000, Chipset: 0000
Driver: d3d10warp.dll, Version: 10.0.22621.1194, GUID: D7B71AF4-43CC-11CF-1A67-5D78AFC2C735
Driver version: 1194
Monitor: \\.\DISPLAY1
Texture memory: 752MB
Vertex program: 3.0
Pixel program: 3.0
Hardware TnL: 1
Opt. features: +sab +a8l8 +rgba16f +r32f -bc4 -bc5 -rawz -intz
dxdiag.txt164 KB
puzzlezaddict
Hero+
2 years ago
@kurugnn_ The immediate problem is obvious: your computer is using the Microsoft Basic Display Driver rather than the driver for your AMD graphics chip, and the game will run much more poorly as a result. The question is why. Your dxdiag says the graphics chip has been disabled, and the question is why.

First, click Windows key-X, select the Device Manager, expand the Display adapters section, right-click the AMD Radeon Graphics entry, and if you see the option to enable the device, select it. Wait a minute or two, restart your computer, load Sims 4, quit, and check the config.log again. Let me know whether the graphics device info section lists the basic render driver or your AMD graphics chip.

If the Device Manager only shows the option to disable the AMD chip, please select Properties, then post screenshots of the General and Events tabs.
kurugnn_
2 years ago
@puzzlezaddict Okay so at first it did show me the option to enable the device but when I clicked it a page loaded telling me that an error occured and if I wanted to report the issue, which I skiped. Here are the screenshots of the properties :
kurugnn_
2 years ago
@puzzlezaddict (update) I just restarted my computer and did what you told me to do so here's the new config.log list.
=== Graphics device info ===
Number: 0
Name (driver): AMD Radeon(TM) Graphics
Name (database): AMD Vega 11/10 [Found: 1, Supported: 1]
Vendor: ATI
Chipset: Vendor: 1002, Device: 15d8, Board: 380517aa, Chipset: 00c4
Driver: aticfx64.dll, Version: 31.0.12024.0, GUID: D7B71EE2-5698-11CF-1A74-FD366BC2D235
Driver version: 0
Monitor: \\.\DISPLAY1
Texture memory: 2033MB
Vertex program: 3.0
Pixel program: 3.0
Hardware TnL: 1
Opt. features: +sab +a8l8 +rgba16f +r32f +bc4 +bc5 -rawz +intz
puzzlezaddict
Hero+
2 years ago
@kurugnn_ Alright, that looks fine. It's possible that the error you saw was because after reenabling the GPU, Windows couldn't also reenable the driver until you restarted your computer.

Is the game running properly now? If not, please post a new dxdiag. If it's running normally, then you shouldn't have to worry about this particular issue anymore.
ittybitty222
11 months ago
I’m currently having this problem and idk what to do, I’ve never seen this message about a video card
puzzlezaddict
Hero+
11 months ago
@ittybitty222 Please post a screenshot of the error so I can confirm it's the same one as in the original post of this thread. Please also run a dxdiag and attach it to your reply.

https://help.ea.com/en-us/help/pc/how-to-gather-dxdiag-information/
BabyFox_Love92
10 months ago
Number: 0
Name (driver): Microsoft Basic Render Driver
Name (database): Microsoft Basic Render Driver [Found: 1, Supported: 0]
Vendor: Microsoft
Chipset: Vendor: 1414, Device: 008c, Board: 00000000, Chipset: 0000
Driver: d3d10warp.dll, Version: 10.0.22621.3672, GUID: D7B71AF4-43CC-11CF-E86D-5D78AFC2C735
Driver version: 3672
Monitor: \\.\DISPLAY6
Texture memory: 3995MB
Vertex program: 3.0
Pixel program: 3.0
Hardware TnL: 1
Opt. features: +sab +a8l8 +rgba16f +r32f -bc4 -bc5 -rawz -intz
puzzlezaddict
Hero+
10 months ago
@BabyFox_Love92 The problem here is clear: Sims 4 isn't using your graphics driver and therefore is giving up a lot of performance. But in order to describe how to fix it, I need to see a dxdiag. You can attach one to a reply here.

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