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zairepr45's avatar
zairepr45
2 years ago
Solved

Video card not supported?

Hello 

My laptop is NEW.  I bought it to play Sims 4.  But get a message that my video Card is not supported.  Since the first i logged in with my laptop I got a message and also it asked me that my video card was unrecognizable that it would make best available changes fr it to work.  I accepted.  But my computer keeps on getting very hot and I many screens flickering when i change from the game to google search.  So, I got recommended drivers from video card manufacturer.  Now I get the message again.

ASUS ROG Strix G16 (2023) Gaming Laptop, 16” 16:10 FHD 165Hz, GeForce RTX 4070, Intel Core i9-13980HX, 16GB DDR5, 1TB PCIe SSD, Wi-Fi 6E, Windows 11, G614JI-AS94, Eclipse Gra

nvidia geforce rtx 4070 - chip brand nvidia - dedicated - graphic card ram size 6 gb 

*** I updated RAM to 64 GB DDR5

Is my video card really NOT proper for playing the game?  If so, what should i buy to update?  I used to play this game in and old old computer and had NO issues, except lags.

HELP.... why do i get this message from Sims 4 that my video card not supported.

pc
  • puzzlezaddict's avatar
    puzzlezaddict
    2 years ago

    @zairepr45  Again, does this happen if you play Sims 4 in windowed mode?

    Your dxdiag lists a number of generic Windows update errors, plus a number of crashes of a component of ArmouryCrate, Asus software that's not really necessary (though not usually a massive problem).  So it's worth killing ArmouryCrate and anything associated with it in the Task Manager before trying to play.

    If the above doesn't help, I would suggest removing your currently-installed Nvidia driver and reinstalling the one Asus offers for your laptop.  From the version number, it's not a generic Nvidia driver; Asus probably started with the November driver and tweaked it to work better with your laptop model.  It's certainly new enough to be compatible with any current game, and for laptops, it's usually better to install the manufacturer-provided driver as long as it's relatively recent.

    Anyway, you can get the Asus-provided driver here:

    https://rog.asus.com/laptops/rog-strix/rog-strix-g16-2023-series/helpdesk_download/

    Here's how to clean-uninstall your current driver:

    https://crinrict.com/blog/2019/02/clean-re-install-of-graphics-drivers-with-display-driver-uninstaller-ddu.html

    The Intel driver is probably fine, so you can leave it alone for now.  But if reinstalling only the Nvidia driver doesn't help, try removing and reinstalling both at the same time.  In that case, the correct order of operations is remove the Nvidia driver > remove the Intel driver > restart > reinstall the Intel driver > restart > reinstall the Nvidia driver > restart, all while offline.  You can find the appropriate Intel driver on the same Asus download page.

5 Replies

  • puzzlezaddict's avatar
    puzzlezaddict
    Hero+
    2 years ago

    @zairepr45  Your video card is not in the game's database, which as far as I can tell is only updated sporadically and never gets certain GPU device IDs.  This doesn't have any negative effect though, at least not by itself.  The game will simply guess what graphics settings you should use, probably ultra in your case, and proceed as normal.

    For the flickering, try enabling vertical sync in the game's graphics settings.  If that doesn't help, test in windowed mode.

    If that doesn't help either, please make sure the game is actually using the Nvidia card.  Go into Documents > Electronic Arts > The Sims 4, open Config.log, scroll down about 30 lines, and you should see the RTX 4070.  If you see anything else, please list it for me.

    Please also run a dxdiag and attach it to a post.

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

  • zairepr45's avatar
    zairepr45
    2 years ago

    Hello

    Thank you for answering my question.  Yesterday I was able to play... today I get this message see attached.

     It is on and off problem.  I did update my drivers - from the Nvidia site - when the flickering started.  And the flickering stopped for a while.

    dxdiag found no problem.

    config OK

    I counted 13 flickering changing a search window to the game.  very annoying.

    === Graphics device info ===
    Number: 0
    Name (driver): NVIDIA GeForce RTX 4070 Laptop GPU
    Name (database): [Found: 0, Supported: 1]
    Vendor: NVIDIA
    Chipset: Vendor: 10de, Device: 2860, Board: 14d31043, Chipset: 00a1
    Driver: nvldumdx.dll, Version: 31.0.15.4633, GUID: D7B71E3E-6B20-11CF-EA61-DC340EC2D235

  • puzzlezaddict's avatar
    puzzlezaddict
    Hero+
    2 years ago

    @zairepr45  Again, does this happen if you play Sims 4 in windowed mode?

    Your dxdiag lists a number of generic Windows update errors, plus a number of crashes of a component of ArmouryCrate, Asus software that's not really necessary (though not usually a massive problem).  So it's worth killing ArmouryCrate and anything associated with it in the Task Manager before trying to play.

    If the above doesn't help, I would suggest removing your currently-installed Nvidia driver and reinstalling the one Asus offers for your laptop.  From the version number, it's not a generic Nvidia driver; Asus probably started with the November driver and tweaked it to work better with your laptop model.  It's certainly new enough to be compatible with any current game, and for laptops, it's usually better to install the manufacturer-provided driver as long as it's relatively recent.

    Anyway, you can get the Asus-provided driver here:

    https://rog.asus.com/laptops/rog-strix/rog-strix-g16-2023-series/helpdesk_download/

    Here's how to clean-uninstall your current driver:

    https://crinrict.com/blog/2019/02/clean-re-install-of-graphics-drivers-with-display-driver-uninstaller-ddu.html

    The Intel driver is probably fine, so you can leave it alone for now.  But if reinstalling only the Nvidia driver doesn't help, try removing and reinstalling both at the same time.  In that case, the correct order of operations is remove the Nvidia driver > remove the Intel driver > restart > reinstall the Intel driver > restart > reinstall the Nvidia driver > restart, all while offline.  You can find the appropriate Intel driver on the same Asus download page.

  • zairepr45's avatar
    zairepr45
    2 years ago

    Hello PuzzleAdict,

    Happy New Year!

    I was able to follow your instructions to get my original driver from Asus and install it without a problem.  I entered EA and Sims 4 smoothly.

    Thank you!  Hopefully everything is OK from here on.

    ZairePR

  • zairepr45's avatar
    zairepr45
    2 years ago

    And thank you for replying to my post, if you were not around just helping others (not an employee)... I guess I would have been left there hanging? 😕 over the holidays.

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