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[PLEASE READ] Unrecognized Video Card

by crinrict
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Original Post

[PLEASE READ] Unrecognized Video Card

[ Edited ]
Hero

Introduction

 

There are two error messages related to video cards for Sims 4 PC.

 

The cause and solution are different for both and the game also behaves differently. Please check the post that refers to your error message

 

Information Needed

 

To properly add all cards to the database, it can be very helpful if you post your Vendor ID and Device ID in this thread, even if you know how to add the line yourself and don't need help with it.

 

So, if you find your card missing from the list, please post them in this thread. All instructions can be found in the second issue below.

 

Thanks.

Happy Gaming
Crin


Trennlinie


I don't work or have any association with EA. I give advice to the best of my knowledge and cannot be held responsible for any damage done to your computer/game.

Please only contact me via PM when asked to do so.


Important Threads


Message 1 of 77 (2,184 Views)

Unable to Start: Can't run The Sims 4 with the video Card in this System

[ Edited ]
Hero

Problem

 

You will get this message on trying to start the game. The game will not start if you click ok.

 

UnableToStart.png

 

Cause

 

The exact cause of this message is unclear.

 

Solution

 

please try the following things

 

  1. See if it starts in windowed mode
  2. Turn off Origin In Game
  3. If you have a dual graphics system, make sure the game runs on the card and not the chip
  4. Uninstall and reinstall your graphics drivers
  5. Rollback to earlier graphics drivers
  6. Right click on the game in Origin and press repair game

Test after each step

 

You can also check if your card is recognized by the system properly as described for the other error message. This message often appears for cards that were previously running fine so it's unclear if it will help though.

Happy Gaming
Crin


Trennlinie


I don't work or have any association with EA. I give advice to the best of my knowledge and cannot be held responsible for any damage done to your computer/game.

Please only contact me via PM when asked to do so.


Important Threads


Message 2 of 77 (2,184 Views)

Unrecognized Video Card: Your video Card was not found in our Database

[ Edited ]
Hero

Problem

 

When starting the game, the game will start but then display the following warning. Clicking ok lets you play the game but it might be slow or show other symptoms of bad performance.

 

UnrecognizedVideoCard.jpg

 

Cause

 

This issue often occurs for newer video cards. The game has a file that has knowledge of most common graphics cards but all cards need to be added to the file to be recognized properly.

 

You can find the content of the current list here: List of Graphics Cards by Phantomlover1717

 

If you can't find your card on that list, then EA/Maxis needs to add it first.

 

Luckily you can also temporarily add it yourself but be aware that your changes will be undone with any future patch.

 

As you can see, some of the cards are listed multiple times. That's because they have a different Device ID, which is important for the correct recognition of your card. Because of this, it can happen, that you can find the card on the list, but the game can't. What you need to do is to find the correct Device ID and add that to your file.

 

How to find your Vendor ID & Device ID

 

Your Vendor ID and Card ID can be found in your Device Manager. 

 

Instructions can be found here: How To Identify the Manufacturer and Model of an AMD Graphics Card. The instructions are the same for all brands, just make sure to pick the right card if you have multiple showing.

 

The line will look something like that: 

 

PCI\VEN_10DE&DEV_1B81&SUBSYS_33011462&REV_A1.

 

In this case the vendorID: would be 10DE and the deviceID: 1B81

 

For Nvidia you can also use this method: Identifying the Graphics Card Model and Device ID in a PC

 

How to add your Card to the database

 

You will need to add your card to GraphicsCards.sgr which can be found here: \programs(x86)\Origin\SIMS 4\The Sims 4\Game\Bin (Path may vary depending on where you have your game installed). Make sure to backup the original file before making changes to it.

 

More detailed instructions what you need to add will follow soonish. Meanwhile, please tag either @Bluebellflora or @crinrict for detailed instructions on what to do in your case.

 

Make sure to post both your Vendor ID and Device ID when asking for help.

 

How to find out if your card is recognized by the game

 

You can find the information if your card is recognized by checking the Config.log file, Make sure to start the game at least once after making any changes to your sgr file so the file gets updated.

 

The file can be found here: documents\electronicarts\thesims4\. You can open it with any text editor. Once opened, find the following line

 

FoundSupported.jpg

 

There should be a 1 after both parts. If there's a 0 after Found:, then the card is not in the file (yet) and you will need to add it.

Happy Gaming
Crin


Trennlinie


I don't work or have any association with EA. I give advice to the best of my knowledge and cannot be held responsible for any damage done to your computer/game.

Please only contact me via PM when asked to do so.


Important Threads


Message 3 of 77 (2,177 Views)

Re: [PLEASE READ] Unrecognized Video Card

★★★★★ Apprentice

GeForce GTX 1070 Ti  Vendor ID: 10DE Device ID: 1B82  is not on the list. Config file shows Found: 0, Supported: 1 GraphicsCards.sgr  file has three 1070s listed, but no Ti version. I hope I posted this in the correct location.

Message 4 of 77 (2,106 Views)

Re: [PLEASE READ] Unrecognized Video Card

Hero
You did. Thank you.

Happy Gaming
Crin


Trennlinie


I don't work or have any association with EA. I give advice to the best of my knowledge and cannot be held responsible for any damage done to your computer/game.

Please only contact me via PM when asked to do so.


Important Threads


Message 5 of 77 (2,090 Views)

Re: Unrecognized Video Card: Your video Card was not found in our Database

★★★ Newbie

My vendor id and device id:PCI\VEN_10DE&DEV_139B&SUBSYS_8257103C&REV_A2

which is already in .sgr file, but i opened the Config.log, it shows

"Unable to read graphics device parameters. (code: 1)"

Message 6 of 77 (1,788 Views)

Re: Unrecognized Video Card: Your video Card was not found in our Database

[ Edited ]
Hero

HI @yjsxtf 

 

Could you post your Computer's DxDiag?

To gather a DxDiag on your computer, please follow the steps here: https://help.ea.com/en-us/help/pc/how-to-gather-dxdiag-information/

You can attach the txt file to your post directly.

 

Please also attach that config.log file but you'll need to create a .rar file to upload.

 

Is that all it says ? 

Happy Gaming
Crin


Trennlinie


I don't work or have any association with EA. I give advice to the best of my knowledge and cannot be held responsible for any damage done to your computer/game.

Please only contact me via PM when asked to do so.


Important Threads


Message 7 of 77 (1,783 Views)

Re: Unrecognized Video Card: Your video Card was not found in our Database

★★★ Newbie

Thank you so much for your quick reply

and here is my dxdiag and config.log file

Attachment
Download this attachment
Message 8 of 77 (1,770 Views)

Re: Unrecognized Video Card: Your video Card was not found in our Database

Hero
I don't see a reason why the game puts that in the log file,

Which message are you getting ?

You do have some ntdll errors which points towards an issue with your drivers so could you try a clean reinstall of your drivers: https://crinrict.com/blog/2019/02/clean-re-install-of-graphics-drivers-with-display-driver-uninstall... then move the config file to your desktop and try to start the game again.

Happy Gaming
Crin


Trennlinie


I don't work or have any association with EA. I give advice to the best of my knowledge and cannot be held responsible for any damage done to your computer/game.

Please only contact me via PM when asked to do so.


Important Threads


Message 9 of 77 (1,759 Views)

Re: Unrecognized Video Card: Your video Card was not found in our Database

★★★ Newbie

I found that in my Direct Diagnostic Tool the accelerations are disabled,

and I used a tool from the internet to repair it, now they are all enabled,

and i can start the sim4 finally!!!!

 

Still thank you!

 

 

 

screen.JPG

Message 10 of 77 (1,753 Views)
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