Sims 4 Black Screen with sound windows 10

[CurtisDTL]

I decided to purchase this game, but ran into the issue of the black screen upon start-up, but still able to hear the music, and see the in-game cursor. I've gone through about every possible forum on here pertaining to this issue. The game has never worked for me, and I ultimately gave up, but I would like to attempt again. I purchased the Deluxe Edition, along with the Get Famous pack, so I'd like to not have my money wasted. I used iobit driver booster to update my drivers, and it seems to have improved my gaming experience with my more demanding games that I play, but still no luck to run this game. Here's my Dxdiag attatched, and if anybody has any advice, I would be grateful!

[puzzlezaddict]

@CurtisDTL  I've moved your thread to the Sims 4 tech section.

[kreatora]

@CurtisDTL

Your graphics card drivers are 7 years old.
Download a newer version from the manufacturer's website.

Check if your Windows is up to date
https://support.microsoft.com/help/4027667/windows-10-update

Check if Origin and the game are not blocked by the anti-virus system
Here is an explanation how to add Sims 4 as an exception:

https://crinrict.com/blog/2019/03/windows-10-defender-controlled-folder-access.html

Perform a clean boot of your computer
https://support.microsoft.com/en-us/help/929135/how-to-perform-a-clean-boot-in-windows

Fix problems of your system related to dwm.exe file
https://support.microsoft.com/en-us/help/929833/use-the-system-file-checker-tool-to-repair-missing-o...

I don't work for EA

[CurtisDTL]

I'm pretty confused because my dxdiag states that my operating system is Windows 10 64-bit, but my laptop (Hp-envy 14 1154ca) says that the only available graphics drivers are Windows 7 64bit. HP's website won't give me and option for a Windows 10 version update :/

[kreatora]

@CurtisDTL 

It looks like these drivers have never been updated to the Win10 version by the manufacturer. Sorry, I didn't check it.

Has this problem been present since the game was installed and you have never been able to turn it on? 

If yes I think the most likely cause of this problem is the anti-virus blockade. In your case, unless you are using an additional anti-virus program it will be Windows Defender. There have been many cases here that Defender was blocking Origin and the game. Did you check it?

[CurtisDTL]

Yeah, the game has been like this ever since I purchased and installed it. It has never worked for me. I did try the anti virus blockade, and I am not using any additional antiviruses. It still hasn't worked, unfortunately.

[kreatora]

@CurtisDTL

Now I have information from another helper - thank you @jpkarlsen - that Intel has ceased all support for this particular CPU/Graphics So it is unlikely that it will ever work.

But thanks to another helper - thank you Holger1405 - there is an option that the game probably will start works. 

If you can't get a Windows 10 driver for your Intel Chip, you can reinstall the existing OS driver and install a newer AMD driver.

Your AMD Mobility Radeon HD 5000 is not working now, but there are Win 10 drivers available for this chip. Radeon HD 5000 can run this game

.

Reinstall the existing OS driver and install a newer AMD driver.
https://www.amd.com/en/support/kb/faq/gpu-615

[jpkarlsen]

@CurtisDTL 

Further investigation of your DxDiag shows that you also have a AMD Mobility Radeon HD 5000 which is currently not working. You can find a driver for that here: https://www.amd.com/en/support/kb/faq/gpu-615

[CurtisDTL]

Okay, I'll give that a try later tonight, or tomorrow and report back. I appreciate all of the help thus far.