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...
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@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:
- Hit the Windows key, type "command prompt" in the box, right-click on Command Prompt in the search results, and select Run as Administrator
- In the window, paste "reg add "HKLM\Software\Microsoft\Windows\Windows Error Reporting\LocalDumps\devenv.exe" /v DumpType /d 2 /t REG_DWORD" without the outside quotes into the box, and enter
- Launch Sims 4 and wait for it to crash (whether you can play at all or not)
- After it crashes, wait for any crash dialogs to finish
- Then hit Windows key-R and paste "%LOCALAPPDATA%\CrashDumps" without quotes into the box, and enter
- Upload the last .dmp file to the free filesharing site of your choice, and link it here
- When you want to undo the auto crash log dumps, open Command Prompt as before, paste "reg delete "HKLM\Software\Microsoft\Windows\Windows Error Reporting\LocalDumps" /f" without the outside quotes, and enter.
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.
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