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[PLEASE READ] Unrecognized Video Card

by crinrict

Original Post


Re: [PLEASE READ] Unrecognized Video Card

[ Edited ]
★★ Expert


Have you tried all the steps suggested here like starting a game in windowed mode? Turning off Origin in the game?
You need to look for new graphics card drivers probably also.    You should have the last one from January 2019


It won't hurt to check if your Windows is up to date

Message 31 of 198 (889 Views)

Re: [PLEASE READ] Unrecognized Video Card

[ Edited ]
★★★ Novice


OK well it automatically opens in window mode every time i try to open it. It wont save any of the changes i make in the graphics part in the sims menu.

I did turn off origin in game- did nothing

I dont have a dual card, sounds way pricier than my budget

I am not ballsy enough to uninstall and reinstall my graphics driver as ill probably break the entire laptop and its only 2 weeks old. Not sure what rollback to an earlier driver takes but its a brand new laptop. There isnt much to roll back. 

I did repair and it did nothing. 😣

But i did check the list of drivers, im thinking it isn't on there.. i checked... But then why did the game work last week and not now. Im just totally confused by this whole thing. It never happened on my old laptop.

Im all up to date on my windows update and as my laptop is hp, they dont currently have a graphics update and my computer wont  let me update from the intel website.


Message 32 of 198 (882 Views)

Re: [PLEASE READ] Unrecognized Video Card


Can you please open the Config.log file in your Sims 4 folder and copy and paste the section under === Graphics device info === here. Just the small section before the === Options === bit.
Message 33 of 198 (865 Views)

Re: [PLEASE READ] Unrecognized Video Card

★★★ Novice

Number: 0
Name (driver): Intel(R) UHD Graphics 620
Name (database): [Found: 0, Supported: 1]
Vendor: Intel
Chipset: Vendor: 8086, Device: 3ea0, Board: 85c4103c, Chipset: 0000
Driver: igdumdim64.dll, Version:, GUID: D7B78E66-7DE0-11CF-556A-A0A5BBC2D435
Driver version: 6617
Monitor: \\.\DISPLAY1
Texture memory: 1001MB
Vertex program: 3.0
Pixel program: 3.0
Hardware TnL: 1
Opt. features: +sab +a8l8 +rgba16f +r32f +bc4 +bc5 -rawz +intz

Message 34 of 198 (861 Views)

Re: [PLEASE READ] Unrecognized Video Card

[ Edited ]
★★ Expert

Then the only option left, is that Windows Defender is guilty. If there was any Windows update - including Windows Defender after update Defender could have automatically scanned your computer, discovered The Sims4 applications and found it to be malicious software.
Here's an explanation how to turn it off or add Sims 4 as an exception:

It can help you too


A completely different problem is that your settings are not saved. Do you have any mods or CC in the game?
But this can be solved later. For now, the main problem is to start the game.

Message 35 of 198 (846 Views)

Re: [PLEASE READ] Unrecognized Video Card



Thanks Standard smile The game cannot find your Intel chip in the graphics cards database (Found:0). You can add it manually though which will hopefully help:


  1. Open the GraphicsCards.sgr file (Program Files (x86)\Origin Games\The Sims 4\Game\Bin, open I think with Notepad on a PC). The first long list of GPUs will be ATI/AMD then NVIDIA. Scroll down until you get to the Intel section 
    vendor "Intel" 0x8086
  2. Scroll down a bit further until you see the following section:
    card 0x1606 "Intel Broadwell HD Graphics M ULT GT1" $cardLevelMedium $resolutionMedium
    card 0x1626 "Intel (R) Iris Graphics 6000" $cardLevelMedium $resolutionMedium
    card 0x162B "Intel (R) Iris Graphics 6100" $cardLevelMedium $resolutionMedium
    card 0x1622 "Intel (R) Iris Graphics 6200" $cardLevelMedium $resolutionMedium
    card 0x1927 "Intel (R) HD 550" $cardLevelMedium $resolutionMedium
    card 0x1926 "Intel (R) HD 540" $cardLevelMedium $resolutionMedium
    card 0x1912 "Intel (R) HD 530" $cardLevelMedium $resolutionMedium
    card 0x191B "Intel (R) HD 530" $cardLevelMedium $resolutionMedium
    card 0x1916 "Intel (R) HD 520" $cardLevelMedium $resolutionMedium
    card 0x191E "Intel (R) HD 515" $cardLevelMedium $resolutionMedium
    card 0x1906 "Intel (R) HD 510" $cardLevelMedium $resolutionMedium
    card 0x1902 "Intel (R) HD 510" $cardLevelMedium $resolutionMedium
    card 0x5916 "Intel (R) HD 620" $cardLevelMedium $resolutionMedium
    card 0x5926 "Intel (R) HD 640" $cardLevelMedium $resolutionMedium
  3. Create a new line between the two lines I've marked in bold above and enter the following (you could c/p the other 620 line and just change the Device ID): 
    card 0x3ea0 "Intel (R) HD 620" $cardLevelMedium $resolutionMedium
  4. Close the file, saving if prompted or it doesn't autosave.

Now launch the game to the loading screen then quit. Go into the Electronic Arts > The Sims 4 folder and open the Config .log file, scroll to the top and see if your card has now been found. Under the Graphics device info bit it should now correctly identify your card and show [Found: 1, Supported: 1].

Message 36 of 198 (836 Views)

Graphics Card error message

★★★★ Novice

Hi everyone


Today, after installing the latest update, I received a graphics card error message.


It said that my graphics card was unsupported.  When I checked the Sims 4 Config file, it said that the graphics card was supported.


I am not having any gameplay or graphic issues.  Is the graphics card working or not?


Thank you


Standard smileError message.jpgConfig.jpg

Message 37 of 198 (796 Views)

Re: Graphics Card error message


The Found: 0 means it cannot find your GPU in the GraphicsCards.sgr database file. We can add it manually though. Please read Crin's post here and provide the Device ID -
Message 38 of 198 (783 Views)

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

[ Edited ]
★★ Novice

Hello , Sims 4 cant recognize my graphic card and causes freezing and blue screen. My graphic card Geforce RTX 2070 max Q .
vendor ID : 10DE, Device ID : 1F10 is not on the list of graphics card  . so what should i do? Standard smile

Message 39 of 198 (753 Views)

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


HI @dekunthlux1 


Try these steps


  1. Close the game.
  2. Navigate to programs(x86)\Origin_Games\The Sims 4\Game\bin and find the file: GraphicsCards.sgr. (Path my vary depending on your installation)
  3. Create a backup of the file
  4. Open with a text editor
  5. Find this line: card 0x1f02 "NVIDIA GeForce RTX 2070 (Turing)" $cardLevelUber $resolutionHigh
  6. Before it, add the following line: card 0x1F10  "NVIDIA GeForce RTX 2070 (Turing)" $cardLevelUber $resolutionHigh
  7. Save the the file
  8. Open the game
  9. Check if the card is now recognized in the log file.

Happy Gaming


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.

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