Black screen on CAS

[Lavadorious]

I have access to The Sims 4 Create-a-Sims demo but after the opening anamation, I get a black screen where the only thing showing is my mouse. My computer is well above the minimum recomendations. All of my drivers are up-to-date and I have uninstalled and reinstalled the demo. I still get a black screen. Is there anything I can do to get the demo working?

[EA_David]

What graphics card do you use? Are you using any Beta drivers? If so, perhaps rolling them back to the latest certified will help.

If you're on a laptop, check that it's not swapping to the integrated chipset when you start the game.

[Lavadorious]

Here are my system specs:

OS: Windows 8.1 (64 bit)

CPU: 3.5 GHz AMD FX 6300 Six-Core

Ram: 8 GB

Video Card: AMD Radeon R7 260

I do not have an beta drivers installed. I am also using a PC.

[crinrict]

Could you post your Computer's DxDiag?

To gather a DxDiag on your computer, please follow the steps here: http://answers.ea.com/t5/The-Sims-3/HOW-TO-DxDiag-for-Sims-3-PC-Only/td-p/1049584/

[Lavadorious]

Spoiler

------------------
System Information
------------------
Time of this report: 7/10/2014, 22:48:55
       Machine name: SARAHPC
   Operating System: Windows 8.1 64-bit (6.3, Build 9600) (9600.winblue_gdr.140330-1035)
           Language: English (Regional Setting: English)
System Manufacturer: MSI
       System Model: MS-7693
               BIOS: BIOS Date: 10/08/13 16:03:23 Ver: 04.06.05
          Processor: AMD FX(tm)-6300 Six-Core Processor              (6 CPUs), ~3.5GHz
             Memory: 8192MB RAM
Available OS Memory: 8142MB RAM
          Page File: 1986MB used, 7435MB available
        Windows Dir: C:\Windows
    DirectX Version: DirectX 11
DX Setup Parameters: Not found
   User DPI Setting: Using System DPI
 System DPI Setting: 96 DPI (100 percent)
    DWM DPI Scaling: Disabled
     DxDiag Version: 6.03.9600.16384 64bit Unicode

[Lavadorious]

Spoiler

------------
DxDiag Notes
------------
      Display Tab 1: No problems found.
        Sound Tab 1: No problems found.
        Sound Tab 2: No problems found.
        Sound Tab 3: No problems found.
        Sound Tab 4: No problems found.
        Sound Tab 5: No problems found.
          Input Tab: No problems found.

--------------------
DirectX Debug Levels
--------------------
Direct3D:    0/4 (retail)
DirectDraw:  0/4 (retail)
DirectInput: 0/5 (retail)
DirectMusic: 0/5 (retail)
DirectPlay:  0/9 (retail)
DirectSound: 0/5 (retail)
DirectShow:  0/6 (retail)

[Lavadorious]

Spoiler

---------------
Display Devices
---------------
          Card name: AMD Radeon R7 200 Series
       Manufacturer: Advanced Micro Devices, Inc.
          Chip type: AMD Radeon Graphics Processor (0x6658)
           DAC type: Internal DAC(400MHz)
        Device Type: Full Device
         Device Key: Enum\PCI\VEN_1002&DEV_6658&SUBSYS_E258174B&REV_00
     Display Memory: 5866 MB
   Dedicated Memory: 2026 MB
      Shared Memory: 3840 MB
       Current Mode: 1920 x 1080 (32 bit) (60Hz)
       Monitor Name: Dell S2440L(HDMI)
      Monitor Model: DELL S2440L
         Monitor Id: DELA08B
        Native Mode: 1920 x 1080(p) (60.000Hz)
        Output Type: HDMI
        Driver Name: aticfx64.dll,aticfx64.dll,aticfx64.dll,aticfx32,aticfx32,aticfx32,atiumd64.dll,atidxx64.dll,atidxx64.dll,atiumdag,atidxx32,atidxx32,atiumdva,atiumd6a.cap,atitmm64.dll
Driver File Version: 8.17.0010.1247 (English)
     Driver Version: 13.251.9001.0
        DDI Version: 11.1
     Feature Levels: 11.1,11.0,10.1,10.0,9.3,9.2,9.1
       Driver Model: WDDM 1.3
Graphics Preemption: DMA
 Compute Preemption: DMA
           Miracast: Not Supported
Hybrid Graphics GPU: Not Supported
     Power P-states: Not Supported
  Driver Attributes: Final Retail
   Driver Date/Size: 6/10/2014 00:52:28, 1318552 bytes
        WHQL Logo'd: Yes
    WHQL Date Stamp:
  Device Identifier: {D7B71EE2-2518-11CF-2470-52C2BEC2C535}
          Vendor ID: 0x1002
          Device ID: 0x6658
          SubSys ID: 0xE258174B
        Revision ID: 0x0000
 Driver Strong Name: oem13.inf:cb0ae414d93e5f8c:ati2mtag_R505:13.251.9001.0ci\ven_1002&dev_6658
     Rank Of Driver: 00DA2001
        Video Accel: ModeMPEG2_A ModeMPEG2_C ModeVC1_C ModeWMV9_C
        DXVA2 Modes: DXVA2_ModeMPEG2_VLD  DXVA2_ModeMPEG2_IDCT  DXVA2_ModeH264_VLD_NoFGT  DXVA2_ModeVC1_VLD  DXVA2_ModeVC1_IDCT  DXVA2_ModeWMV9_IDCT  
   Deinterlace Caps: {6E8329FF-B642-418B-BCF0-BCB6591E255F}: Format(In/Out)=(YUY2,YUY2) Frames(Prev/Fwd/Back)=(0,0,1) Caps=VideoProcess_YUV2RGB VideoProcess_StretchX VideoProcess_StretchY DeinterlaceTech_PixelAdaptive
                     {335AA36E-7884-43A4-9C91-7F87FAF3E37E}: Format(In/Out)=(YUY2,YUY2) Frames(Prev/Fwd/Back)=(0,0,0) Caps=VideoProcess_YUV2RGB VideoProcess_StretchX VideoProcess_StretchY DeinterlaceTech_BOBVerticalStretch
                     {5A54A0C9-C7EC-4BD9-8EDE-F3C75DC4393B}: Format(In/Out)=(YUY2,YUY2) Frames(Prev/Fwd/Back)=(0,0,0) Caps=VideoProcess_YUV2RGB VideoProcess_StretchX VideoProcess_StretchY
                     {6E8329FF-B642-418B-BCF0-BCB6591E255F}: Format(In/Out)=(UYVY,UYVY) Frames(Prev/Fwd/Back)=(0,0,1) Caps=VideoProcess_YUV2RGB VideoProcess_StretchX VideoProcess_StretchY DeinterlaceTech_PixelAdaptive
                     {335AA36E-7884-43A4-9C91-7F87FAF3E37E}: Format(In/Out)=(UYVY,UYVY) Frames(Prev/Fwd/Back)=(0,0,0) Caps=VideoProcess_YUV2RGB VideoProcess_StretchX VideoProcess_StretchY DeinterlaceTech_BOBVerticalStretch
                     {5A54A0C9-C7EC-4BD9-8EDE-F3C75DC4393B}: Format(In/Out)=(UYVY,UYVY) Frames(Prev/Fwd/Back)=(0,0,0) Caps=VideoProcess_YUV2RGB VideoProcess_StretchX VideoProcess_StretchY
                     {5A54A0C9-C7EC-4BD9-8EDE-F3C75DC4393B}: Format(In/Out)=(YV12,0x32315659) Frames(Prev/Fwd/Back)=(0,0,0) Caps=
                     {A491560E-FFE4-4202-9B1D-2DCD004EB9E3}: Format(In/Out)=(NV12,0x3231564e) Frames(Prev/Fwd/Back)=(0,0,2) Caps=VideoProcess_YUV2RGB VideoProcess_StretchX VideoProcess_StretchY DeinterlaceTech_PixelAdaptive
                     {3C5323C1-6FB7-44F5-9081-056BF2EE449D}: Format(In/Out)=(NV12,0x3231564e) Frames(Prev/Fwd/Back)=(0,0,2) Caps=VideoProcess_YUV2RGB VideoProcess_StretchX VideoProcess_StretchY DeinterlaceTech_PixelAdaptive
                     {552C0DAD-CCBC-420B-83C8-74943CF9F1A6}: Format(In/Out)=(NV12,0x3231564e) Frames(Prev/Fwd/Back)=(0,0,2) Caps=VideoProcess_YUV2RGB VideoProcess_StretchX VideoProcess_StretchY DeinterlaceTech_PixelAdaptive
                     {6E8329FF-B642-418B-BCF0-BCB6591E255F}: Format(In/Out)=(NV12,0x3231564e) Frames(Prev/Fwd/Back)=(0,0,1) Caps=VideoProcess_YUV2RGB VideoProcess_StretchX VideoProcess_StretchY DeinterlaceTech_PixelAdaptive
                     {335AA36E-7884-43A4-9C91-7F87FAF3E37E}: Format(In/Out)=(NV12,0x3231564e) Frames(Prev/Fwd/Back)=(0,0,0) Caps=VideoProcess_YUV2RGB VideoProcess_StretchX VideoProcess_StretchY DeinterlaceTech_BOBVerticalStretch
                     {5A54A0C9-C7EC-4BD9-8EDE-F3C75DC4393B}: Format(In/Out)=(NV12,0x3231564e) Frames(Prev/Fwd/Back)=(0,0,0) Caps=VideoProcess_YUV2RGB VideoProcess_StretchX VideoProcess_StretchY
                     {5A54A0C9-C7EC-4BD9-8EDE-F3C75DC4393B}: Format(In/Out)=(IMC1,UNKNOWN) Frames(Prev/Fwd/Back)=(0,0,0) Caps=
                     {5A54A0C9-C7EC-4BD9-8EDE-F3C75DC4393B}: Format(In/Out)=(IMC2,UNKNOWN) Frames(Prev/Fwd/Back)=(0,0,0) Caps=
                     {5A54A0C9-C7EC-4BD9-8EDE-F3C75DC4393B}: Format(In/Out)=(IMC3,UNKNOWN) Frames(Prev/Fwd/Back)=(0,0,0) Caps=
                     {5A54A0C9-C7EC-4BD9-8EDE-F3C75DC4393B}: Format(In/Out)=(IMC4,UNKNOWN) Frames(Prev/Fwd/Back)=(0,0,0) Caps=
                     {5A54A0C9-C7EC-4BD9-8EDE-F3C75DC4393B}: Format(In/Out)=(S340,UNKNOWN) Frames(Prev/Fwd/Back)=(0,0,0) Caps=
                     {5A54A0C9-C7EC-4BD9-8EDE-F3C75DC4393B}: Format(In/Out)=(S342,UNKNOWN) Frames(Prev/Fwd/Back)=(0,0,0) Caps=
       D3D9 Overlay: Not Supported
            DXVA-HD: Not Supported
       DDraw Status: Enabled
         D3D Status: Enabled
         AGP Status: Enabled

[Lavadorious]

Spoiler

-------------
Sound Devices
-------------
            Description: 1 - DELL S2440L (AMD High Definition Audio Device)
 Default Sound Playback: Yes
 Default Voice Playback: Yes
            Hardware ID: HDAUDIO\FUNC_01&VEN_1002&DEV_AA01&SUBSYS_00AA0100&REV_1005
        Manufacturer ID: 1
             Product ID: 100
                   Type: WDM
            Driver Name: AtihdWB6.sys
         Driver Version: 9.00.0000.9905 (English)
      Driver Attributes: Final Retail
            WHQL Logo'd: Yes
          Date and Size: 3/11/2014 10:20:04, 222720 bytes
            Other Files:
        Driver Provider: Advanced Micro Devices
         HW Accel Level: Basic
              Cap Flags: 0xF1F
    Min/Max Sample Rate: 100, 200000
Static/Strm HW Mix Bufs: 1, 0
 Static/Strm HW 3D Bufs: 0, 0
              HW Memory: 0
       Voice Management: No
 EAX(tm) 2.0 Listen/Src: No, No
   I3DL2(tm) Listen/Src: No, No
Sensaura(tm) ZoomFX(tm): No

            Description: Realtek Digital Output(Optical) (Realtek High Definition Audio)
 Default Sound Playback: No
 Default Voice Playback: No
            Hardware ID: HDAUDIO\FUNC_01&VEN_10EC&DEV_0892&SUBSYS_1462D693&REV_1003
        Manufacturer ID: 1
             Product ID: 100
                   Type: WDM
            Driver Name: RTKVHD64.sys
         Driver Version: 6.00.0001.7111 (English)
      Driver Attributes: Final Retail
            WHQL Logo'd: Yes
          Date and Size: 12/11/2013 00:20:44, 3771352 bytes
            Other Files:
        Driver Provider: Realtek Semiconductor Corp.
         HW Accel Level: Basic
              Cap Flags: 0xF1F
    Min/Max Sample Rate: 100, 200000
Static/Strm HW Mix Bufs: 1, 0
 Static/Strm HW 3D Bufs: 0, 0
              HW Memory: 0
       Voice Management: No
 EAX(tm) 2.0 Listen/Src: No, No
   I3DL2(tm) Listen/Src: No, No
Sensaura(tm) ZoomFX(tm): No

            Description: Digital Audio Interface (SB Audigy)
 Default Sound Playback: No
 Default Voice Playback: No
            Hardware ID: PCI\VEN_1102&DEV_0007&SUBSYS_100A1102&REV_00
        Manufacturer ID: 1
             Product ID: 100
                   Type: WDM
            Driver Name: P17.sys
         Driver Version: 5.12.0001.2018 (English)
      Driver Attributes: Final Retail
            WHQL Logo'd: Yes
          Date and Size: 8/3/2009 15:12:00, 1289216 bytes
            Other Files:
        Driver Provider: CREATIVE
         HW Accel Level: Basic
              Cap Flags: 0xF1F
    Min/Max Sample Rate: 100, 200000
Static/Strm HW Mix Bufs: 1, 0
 Static/Strm HW 3D Bufs: 0, 0
              HW Memory: 0
       Voice Management: No
 EAX(tm) 2.0 Listen/Src: No, No
   I3DL2(tm) Listen/Src: No, No
Sensaura(tm) ZoomFX(tm): No

            Description: Realtek Digital Output (Realtek High Definition Audio)
 Default Sound Playback: No
 Default Voice Playback: No
            Hardware ID: HDAUDIO\FUNC_01&VEN_10EC&DEV_0892&SUBSYS_1462D693&REV_1003
        Manufacturer ID: 1
             Product ID: 100
                   Type: WDM
            Driver Name: RTKVHD64.sys
         Driver Version: 6.00.0001.7111 (English)
      Driver Attributes: Final Retail
            WHQL Logo'd: Yes
          Date and Size: 12/11/2013 00:20:44, 3771352 bytes
            Other Files:
        Driver Provider: Realtek Semiconductor Corp.
         HW Accel Level: Basic
              Cap Flags: 0xF1F
    Min/Max Sample Rate: 100, 200000
Static/Strm HW Mix Bufs: 1, 0
 Static/Strm HW 3D Bufs: 0, 0
              HW Memory: 0
       Voice Management: No
 EAX(tm) 2.0 Listen/Src: No, No
   I3DL2(tm) Listen/Src: No, No
Sensaura(tm) ZoomFX(tm): No

            Description: Speakers (SB Audigy)
 Default Sound Playback: No
 Default Voice Playback: No
            Hardware ID: PCI\VEN_1102&DEV_0007&SUBSYS_100A1102&REV_00
        Manufacturer ID: 1
             Product ID: 100
                   Type: WDM
            Driver Name: P17.sys
         Driver Version: 5.12.0001.2018 (English)
      Driver Attributes: Final Retail
            WHQL Logo'd: Yes
          Date and Size: 8/3/2009 15:12:00, 1289216 bytes
            Other Files:
        Driver Provider: CREATIVE
         HW Accel Level: Basic
              Cap Flags: 0xF1F
    Min/Max Sample Rate: 100, 200000
Static/Strm HW Mix Bufs: 1, 0
 Static/Strm HW 3D Bufs: 0, 0
              HW Memory: 0
       Voice Management: No
 EAX(tm) 2.0 Listen/Src: No, No
   I3DL2(tm) Listen/Src: No, No
Sensaura(tm) ZoomFX(tm): No

[Lavadorious]

Spoiler

---------------------
Sound Capture Devices
---------------------
            Description: Microphone (SB Audigy)
  Default Sound Capture: Yes
  Default Voice Capture: Yes
            Driver Name: P17.sys
         Driver Version: 5.12.0001.2018 (English)
      Driver Attributes: Final Retail
          Date and Size: 8/3/2009 15:12:00, 1289216 bytes
              Cap Flags: 0x1
           Format Flags: 0xFFFFF

            Description: Line-In (SB Audigy)
  Default Sound Capture: No
  Default Voice Capture: No
            Driver Name: P17.sys
         Driver Version: 5.12.0001.2018 (English)
      Driver Attributes: Final Retail
          Date and Size: 8/3/2009 15:12:00, 1289216 bytes
              Cap Flags: 0x1
           Format Flags: 0xFFFFF

            Description: S/PDIF-In (SB Audigy)
  Default Sound Capture: No
  Default Voice Capture: No
            Driver Name: P17.sys
         Driver Version: 5.12.0001.2018 (English)
      Driver Attributes: Final Retail
          Date and Size: 8/3/2009 15:12:00, 1289216 bytes
              Cap Flags: 0x1
           Format Flags: 0xFFFFF

---------------------
Video Capture Devices
Number of Devices: 0
---------------------
-------------------
DirectInput Devices
-------------------
      Device Name: Mouse
         Attached: 1
    Controller ID: n/a
Vendor/Product ID: n/a
        FF Driver: n/a

      Device Name: Keyboard
         Attached: 1
    Controller ID: n/a
Vendor/Product ID: n/a
        FF Driver: n/a

      Device Name: Razer Imperator
         Attached: 1
    Controller ID: 0x0
Vendor/Product ID: 0x1532, 0x002F
        FF Driver: n/a

      Device Name: Razer Imperator
         Attached: 1
    Controller ID: 0x0
Vendor/Product ID: 0x1532, 0x002F
        FF Driver: n/a

      Device Name: Razer BlackWidow Ultimate
         Attached: 1
    Controller ID: 0x0
Vendor/Product ID: 0x1532, 0x010D
        FF Driver: n/a

Poll w/ Interrupt: No

-----------
USB Devices
-----------
+ USB Root Hub
| Vendor/Product ID: 0x1002, 0x4397
| Matching Device ID: USB\ROOT_HUB
| Service: usbhub
| Driver: usbhub.sys, 8/22/2013 08:43:34, 422240 bytes
| Driver: usbd.sys, 8/22/2013 08:43:33, 28000 bytes

----------------
Gameport Devices
----------------

[Lavadorious]

Spoiler

------------
PS/2 Devices
------------
+ Razer BlackWidow Ultimate
| Vendor/Product ID: 0x1532, 0x010D
| Matching Device ID: HID\VID_1532&PID_010D&MI_01&Col01
| Upper Filters: rzudd
| Service: kbdhid
| Driver: rzudd.sys, 4/8/2014 22:52:44, 154792 bytes
| Driver: kbdhid.sys, 8/22/2013 07:39:13, 32256 bytes
| Driver: kbdclass.sys, 8/22/2013 08:43:45, 58208 bytes
| Driver: WdfCoInstaller01009.dll, 11/8/2012 16:29:36, 1721576 bytes
|
+ Razer Imperator
| Vendor/Product ID: 0x1532, 0x002F
| Matching Device ID: HID\VID_1532&PID_002F&MI_01&Col01
| Upper Filters: rzudd
| Service: kbdhid
| Driver: rzudd.sys, 4/8/2014 22:52:44, 154792 bytes
| Driver: kbdhid.sys, 8/22/2013 07:39:13, 32256 bytes
| Driver: kbdclass.sys, 8/22/2013 08:43:45, 58208 bytes
| Driver: WdfCoInstaller01009.dll, 11/8/2012 16:29:36, 1721576 bytes
|
+ HID Keyboard Device
| Vendor/Product ID: 0x1532, 0x010D
| Matching Device ID: HID_DEVICE_SYSTEM_KEYBOARD
| Service: kbdhid
| Driver: kbdhid.sys, 8/22/2013 07:39:13, 32256 bytes
| Driver: kbdclass.sys, 8/22/2013 08:43:45, 58208 bytes
|
+ Razer BlackWidow Ultimate
| Vendor/Product ID: 0x1532, 0x010D
| Matching Device ID: HID\VID_1532&PID_010D&MI_02
| Upper Filters: rzudd
| Service: mouhid
| Driver: rzudd.sys, 4/8/2014 22:52:44, 154792 bytes
| Driver: mouhid.sys, 8/22/2013 07:39:13, 30208 bytes
| Driver: mouclass.sys, 8/22/2013 08:43:45, 51040 bytes
| Driver: WdfCoInstaller01009.dll, 11/8/2012 16:29:36, 1721576 bytes
|
+ Razer Imperator
| Vendor/Product ID: 0x1532, 0x002F
| Matching Device ID: HID\VID_1532&PID_002F&MI_00
| Upper Filters: rzudd
| Service: mouhid
| Driver: rzudd.sys, 4/8/2014 22:52:44, 154792 bytes
| Driver: mouhid.sys, 8/22/2013 07:39:13, 30208 bytes
| Driver: mouclass.sys, 8/22/2013 08:43:45, 51040 bytes
| Driver: WdfCoInstaller01009.dll, 11/8/2012 16:29:36, 1721576 bytes

------------------------
Disk & DVD/CD-ROM Drives
------------------------
      Drive: C:
 Free Space: 33.5 GB
Total Space: 114.1 GB
File System: NTFS
      Model: KINGSTON SV300S37A120G ATA Device

      Drive: E:
 Free Space: 681.9 GB
Total Space: 952.2 GB
File System: NTFS
      Model: Microsoft Storage Space Device

      Drive: D:
      Model: HL-DT-ST DVDRAM GH24NSB0 ATA Device
     Driver: c:\windows\system32\drivers\cdrom.sys, 6.03.9600.16384 (English), 8/22/2013 04:46:35, 164352 bytes