Can't play Sims 4

[Newstar80]

Origin works but Sims 4 don't start . I bought it this week online

[EA_Nils · Accepted solution]

@Newstar80 Hi there,

Do you receive any sort of error message when you attempt to start the game?

Additionally, it would be helpful if you could post a DxDiag of your system, instructions are available below:

1.  Press and hold the Windows key and the letter R on your keyboard
2.  You will see a Run box in the lower-left corner of your screen
3.  Type dxdiag in the text field
4.  Click OK
5.  If your computer has a 64-bit version of Windows, click the button Run 64-bit DXDIAG (see screenshot below)
6.  If your computer has a 32-bit version of Windows, that button will not be available

7.  Click the Save All Information button, found on the bottom of the DXDIAG report
8.  Save this text file to your Desktop if possible
9. Open the text file, select all the text inside (Ctrl + A) and copy it (Ctrl +C).
10. Go to http://hastebin.com/, paste the contents of your DXDiag inside (Ctrl+V) and click Save on the webpage (Ctrl+S).
11. Copy the link of the page in your post, along with a precise description of your issue.

Cheers,

Nils

[EA_Nils · Accepted solution]

@Newstar80 Hi there,

Do you receive any sort of error message when you attempt to start the game?

Additionally, it would be helpful if you could post a DxDiag of your system, instructions are available below:

1.  Press and hold the Windows key and the letter R on your keyboard
2.  You will see a Run box in the lower-left corner of your screen
3.  Type dxdiag in the text field
4.  Click OK
5.  If your computer has a 64-bit version of Windows, click the button Run 64-bit DXDIAG (see screenshot below)
6.  If your computer has a 32-bit version of Windows, that button will not be available

7.  Click the Save All Information button, found on the bottom of the DXDIAG report
8.  Save this text file to your Desktop if possible
9. Open the text file, select all the text inside (Ctrl + A) and copy it (Ctrl +C).
10. Go to http://hastebin.com/, paste the contents of your DXDiag inside (Ctrl+V) and click Save on the webpage (Ctrl+S).
11. Copy the link of the page in your post, along with a precise description of your issue.

Cheers,

Nils

[Newstar80]

http://hastebin.com/ivejowefoh.tex

The game don't start up

[EA_Nils]

@Newstar80 Hi there,

You have an Intel(R) HD Graphics chip and a NVIDIA GeForce GT 540M graphics cards in your system. However, at this time it looks as if only your chip is being used. 

I would suggest that you install the latest drivers for both of them and then make sure that the Nvidia card is being utilized to run the game: http://help.ea.com/en/article/finding-devices-and-updating-drivers/

Let me know how you get on afterwards. If it still doesn't work, please create another Dxdiag report so we can see how the system is set up with the new drivers.

Cheers,

Nils

[Newstar80]

Don't work

http://hastebin.com/akagequbon.tex

[EA_Nils]

@Newstar80 Hi,

Please install the driver found here: http://www.nvidia.com/download/driverResults.aspx/97767/en-us

Afterwards, review the video here to see how you can set up your Nvidia card to be used with the Sims: http://nvidia.custhelp.com/app/answers/detail/a_id/2523/kw/optimus

Let us know how you get on afterwards.

Cheers,

Nils