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ashleigh1991's avatar
ashleigh1991
5 years ago

Unsupported video card?

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 t...
pc
puzzlezaddict's avatar
puzzlezaddict
Hero+
5 years ago

@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.

  • ashleigh1991's avatar
    ashleigh1991
    5 years ago

    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?

    • puzzlezaddict's avatar
      puzzlezaddict
      Hero+
      5 years ago

      @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.

      • ashleigh1991's avatar
        ashleigh1991
        5 years ago

        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. 

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