Game says my graphics card doesn't support Sims 4.
I've done all troubleshooting I can find and I cant get it to work, even so far as uninstalling graphics drivers back to factory and reinstalling them up to date.
Have disabled origin in game, have repaired via origin, have uninstalled and reinstalled the game.
Nothing.
Worked just fine yesterday.
@ashleigh1991 Your graphics card is in fact in the game's database, so it should be recognized without your having to do anything else. Is it possible though you've accidentally switched to the Legacy Edition of Sims 4? The LE uses a different version of graphicscards.sgr, and I think that one might not have been updated to include your card. You can see the game version along the bottom of the Main Menu, where you choose to load a save or start a new one. Please post the full number you see there, i.e. 1.xx.xx.xxxx.
Please also go into Documents\Electronic Arts\The Sims 4, open the file labeled config.log, copy the lines between "Graphics device info" (about 25 lines down) and "Options" (about 40 lines down), and paste them here.
Number: 0
Name (driver): AMD Radeon RX 5700 XT
Name (database): AMD Radeon RX 5700 / 5700 XT [Found: 1, Supported: 1]
Vendor: ATI
Chipset: Vendor: 1002, Device: 731f, Board: 57011682, Chipset: 00c1
Driver: aticfx64.dll, Version: 27.20.2001.16003, GUID: D7B71EE2-305F-11CF-B14B-D0707AC2D635
Driver version: 16003
Monitor: \\.\DISPLAY1
Texture memory: 8152MB
Vertex program: 3.0
Pixel program: 3.0
Hardware TnL: 1
Opt. features: +sab +a8l8 +rgba16f +r32f +bc4 +bc5 -rawz +intz
I think this is what you asked for.
I don't know if i've opened the legacy edition, how would I check?
@ashleigh1991 If you post the version number of your game as described, that will make it clear whether you're running the LE or not.
According to config.log though, your graphics card is in fact recognized by the game. So there are a couple of possibilities here. One is that you're looking at an older version of config.log, one that the game isn't using anymore. The fastest way to find out is to launch Sims 4 once, quit, and check the date on the file. If its last modified date updates to match when you launched TS4, then it's the correct file.
Another possibility is that your options.ini file is corrupt. You can test this by deleting it (it's also in Documents\Electronic Arts\The Sims 4) and letting the game create a new one. You'll need to reset all your in-game options, but the new file shouldn't cause any problems.
It's also possible that there's (still) an issue with the graphics card driver, or the card itself, and that sometimes, but not all the time, your system is unable to use the card. The next time you get the unsupported card message, please copy and paste the same section of config.log that you posted here. If the game isn't using your card, this info should make it clear.
I can’t launch the game, it won’t open because it says my card is unsupported, I click to open and it gives me the error message. I’ve tried running it as administrator, I’ve uninstalled the game multiple times, deleted everything so I’ve got no saves left.
@ashleigh1991 Please enable crash logs temporarily, then see if you can get one when trying to launch Sims 4. Here's how:
Please also check the Reliability Monitor for related entries, especially if you don't get a crash dump. Hit Windows key-R and enter "perfmon /rel" without quotes. You'll see a list of errors and updates, with a column for each day. (Today is all the way on the right.)
For any errors from today, or whenever you try to play again, click "View technical details," then copy the information and paste it into a text document. (Notepad is fine.) You can attach the file to a post as you did with your dxdiag. Sometimes the Reliability Monitor doesn't update right away, so if you don't see any related errors, be sure to check back an hour or two. The timestamp you see on the initial chart can also be off by up to an hour, so that's not an entirely reliable metric, but the one in the technical details should be accurate.
I've been trying last few days to get the details you've asked for but I cannot get it to show me any info even through following steps you've given.
The only thing i've managed to get is the error that happens every time I open TS4 which I will attach here.
@ashleigh1991 It's fine if you're not getting any crash logs, but are there any entries in the Reliability Monitor from around the same time as you've been launching the game? Even if there aren't, it's still useful information.
Please also repair the game in Origin: open your game library, right-click on the Sims 4 icon, and select Repair. Then make sure you're launching the 64-bit version: right-click on the Sims 4 icon again, select Game Properties, then Advanced Launch Options, and you should see 64-bit in the dropdown menu. You were running the 64-bit version before, but maybe Origin switched to the LE.
No nothing in the reliability bit either, I’ve checked it’s on the 64 but version within origin and it is, I’ve repaired it, uninstalled and reinstalled it, tried running as admin 😕
just can’t get past that error message and can’t find a reason for the message
@ashleigh1991 It is pretty strange, especially since there's no indication in your dxdiag of any issue with the graphics card or its driver. However, there are a few crashes related to Razer software (Game Manager Service and LED Keeper). Normally, issues with those apps don't lead to the particular error you're seeing, but try disabling all Razer software in the Task Manager anyway, and see whether it helps. Restart your computer first, then look through the background apps in the TM and end anything from Razer.
If that doesn't help, try a clean boot. You'll still need to double-check that there's no extraneous software running in the TM, since some apps don't get disabled in a clean boot, for whatever reason.
Have just uninstalled all razer software, restarted computer, repaired game and still nothing.
Just uninstalled game and will try again tomorrow :/
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