sims 4 [ Edited ]

[eire6678]

Hi! getting an error message for sims 4. game was workng fine now it says something about the video card. here is the log i was asked to submit to EA. having trouble attaching to my case. can anyone help? thanks!

[Edited by EA_Mai: please, don't share this file in the forums, as it contains some private information]

[Phantomlover1717]

You seem to be in the wrong place to attach that file. Have a peek over here on where you should be, and how to do it:
https://help.ea.com/en-us/help/faq/how-to-attach-a-file-to-your-ea-help-ticket/

[eire6678]

I REALLY appreciate that! I thought that I was posting the DXDIAG that everyone talks about 😬. I don’t know what to do. I posted it to my case followed all the directions and when I click on request call it doesn’t let me. I have no idea how to get in touch EA 🤦🏼‍♀️

[Phantomlover1717]

You are posting your MSinfo all over the place, which isn't a wise idea.

If you want we can look at you issue, but I need a DxDiag for that. 
Feel free to delete any personal information like the 'machine name'. You can attach the DxDiag to your next reply in this post.
You can read about how to gather your DxDiag over here:
https://help.ea.com/en-us/help/pc/how-to-gather-dxdiag-information/

[eire6678]

Thank you for taking the time to help me! yikes, total newbie making mistakes

[Phantomlover1717]

You could try updating your drivers:
https://support.amd.com/en-us/download

Also you have some crashes which might get solved with this:
https://support.lenovo.com/nl/en/solutions/ht069905

Some more tips and possible solutions you can find on:
https://sims4.crinrict.com/en/2014/09/cant-run-with-the-video-card-in-this-system/

[eire6678]

Thanks but none of those worked

[Phantomlover1717]

Could you post a new DxDiag?

[eire6678]

I'd be happy to..thanks for looking. Spoke with EA today they said my video card isn't good enough. not sure how this could be true. the games was working at one time and it works for rainbow 6 seige

[crinrict]

HI @eire6678

your card is fine, should work with that

please try the following things

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

Test after each step