Re: Game Won't Run and Store Content Won't Install

by jlee616
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Original Post

Accepted Solution

Game Won't Run and Store Content Won't Install

★★★ Novice

Hello,

I just bought a new computer as my old one recently crashed :-( I spent today downloading The Sims 3 and ALL of my expansion packs. (I have a lot, but not all of the expansion packs) Sadly once I finished downloading everything I realized the game won't play. The launcher comes up, but when I hit play nothing happens and the launcher disappears. I also downloaded all of my store content but it won't install. I tried bypassing the launcher but that didn't work. I also tried turning off my firewall but that didn't work either. I have Windows 8.1 and Bitdefender for my virus protection. Please Help!

 

ystem Information
------------------
Time of this report: 2/20/2014, 22:06:49
       Machine name: JODISPC
   Operating System: Windows 8.1 64-bit (6.3, Build 9600) (9600.winblue_gdr.131030-1505)
           Language: English (Regional Setting: English)
System Manufacturer: ASUSTeK COMPUTER INC.
       System Model: M11BB
               BIOS: 0307
          Processor: AMD A10-6700 APU with Radeon(tm) HD Graphics    (4 CPUs), ~3.7GHz
             Memory: 8192MB RAM
Available OS Memory: 7368MB RAM
          Page File: 2565MB used, 5954MB 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

 

isplay Devices
---------------
          Card name: AMD Radeon HD 8670D
       Manufacturer: Advanced Micro Devices, Inc.
          Chip type: AMD Radeon HD 8670D (0x990C)
           DAC type: Internal DAC(400MHz)
        Device Type: Full Device
         Device Key: Enum\PCI\VEN_1002&DEV_990C&SUBSYS_85261043&REV_00
     Display Memory: 4205 MB
   Dedicated Memory: 749 MB
      Shared Memory: 3456 MB
       Current Mode: 1600 x 900 (32 bit) (60Hz)
       Monitor Name: Generic PnP Monitor
      Monitor Model: VH203
         Monitor Id: ACI20A3
        Native Mode: 1600 x 900(p) (59.978Hz)
        Output Type: DVI
        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: 13.251.0.0
        DDI Version: 11
     Feature Levels: 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: 12/13/2013 10:23:30, 1318552 bytes
        WHQL Logo'd: Yes
    WHQL Date Stamp:
  Device Identifier: {D7B71EE2-DA4C-11CF-2C77-2CA5BEC2C535}
          Vendor ID: 0x1002
          Device ID: 0x990C
          SubSys ID: 0x85261043
        Revision ID: 0x0000
 Driver Strong Name: oem13.inf:cb0ae4144a716bfc:ati2mtag_Trinity_Desktop:13.251.0.0Tongue outci\ven_1002&dev_990c
     Rank Of Driver: 00DA2001
        Video Accel: ModeMPEG2_A ModeMPEG2_C
        DXVA2 Modes: DXVA2_ModeMPEG2_VLD  DXVA2_ModeMPEG2_IDCT  DXVA2_ModeH264_VLD_NoFGT  DXVA2_ModeVC1_VLD 
   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=
                     {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

Message 1 of 4 (1,665 Views)

Accepted Solution

Re: Game Won't Run and Store Content Won't Install

★★★ Novice

After spending a while looking at the different threads, I found out it is Bitdefender (my virus protection software) that doesn't work with the game. I talked to a bidefender help desk person and ran thru a few things with them. It is the Active Virus Control that blocks the game. Go to Settings - Antivirus - Active Virus Control and turn it off. The game works for me with it turned off. Not sure why it's not compatable, it worked fine when I had Windows 7. Bitdefender asked it I'll send them some info to help find out exactly what the problem is so they can fix it.

View in thread

Message 3 of 4 (1,805 Views)

All Replies

Re: Game Won't Run and Store Content Won't Install

★★★ Novice

 

Sound Devices
-------------
            Description: Speakers (Realtek High Definition Audio)
 Default Sound Playback: Yes
 Default Voice Playback: Yes
            Hardware ID: HDAUDIO\FUNC_01&VEN_10EC&DEV_0887&SUBSYS_104385A3&REV_1003
        Manufacturer ID: 1
             Product ID: 100
                   Type: WDM
            Driver Name: RTKVHD64.sys
         Driver Version: 6.00.0001.6890 (English)
      Driver Attributes: Final Retail
            WHQL Logo'd: Yes
          Date and Size: 4/23/2013 09:27:32, 3382088 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

---------------------
Sound Capture Devices
---------------------
---------------------
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: USB Multimedia Keyboard
         Attached: 1
    Controller ID: 0x0
Vendor/Product ID: 0x04CA, 0x002A
        FF Driver: n/a

      Device Name: USB Multimedia Keyboard
         Attached: 1
    Controller ID: 0x0
Vendor/Product ID: 0x04CA, 0x002A
        FF Driver: n/a

      Device Name: USB Receiver
         Attached: 1
    Controller ID: 0x0
Vendor/Product ID: 0x046D, 0xC52B
        FF Driver: n/a

      Device Name: USB Multimedia Keyboard
         Attached: 1
    Controller ID: 0x0
Vendor/Product ID: 0x04CA, 0x002A
        FF Driver: n/a

      Device Name: USB Receiver
         Attached: 1
    Controller ID: 0x0
Vendor/Product ID: 0x046D, 0xC52B
        FF Driver: n/a

      Device Name: USB Receiver
         Attached: 1
    Controller ID: 0x0
Vendor/Product ID: 0x046D, 0xC52B
        FF Driver: n/a

      Device Name: USB Receiver
         Attached: 1
    Controller ID: 0x0
Vendor/Product ID: 0x046D, 0xC52B
        FF Driver: n/a

      Device Name: USB Receiver
         Attached: 1
    Controller ID: 0x0
Vendor/Product ID: 0x046D, 0xC52B
        FF Driver: n/a

      Device Name: USB Receiver
         Attached: 1
    Controller ID: 0x0
Vendor/Product ID: 0x046D, 0xC52B
        FF Driver: n/a

Poll w/ Interrupt: No

-----------
USB Devices
-----------
+ USB Root Hub
| Vendor/Product ID: 0x1022, 0x7807
| Matching Device ID: USB\ROOT_HUB
| Service: usbhub
| Driver: usbhub.sys, 8/22/2013 07:43:34, 422240 bytes
| Driver: usbd.sys, 8/22/2013 07:43:33, 28000 bytes

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

------------
PS/2 Devices
------------
+ HID Keyboard Device
| Vendor/Product ID: 0x04CA, 0x002A
| Matching Device ID: HID_DEVICE_SYSTEM_KEYBOARD
| Service: kbdhid
| Driver: kbdhid.sys, 8/22/2013 06:39:13, 32256 bytes
| Driver: kbdclass.sys, 8/22/2013 07:43:45, 58208 bytes
|
+ HID Keyboard Device
| Vendor/Product ID: 0x046D, 0xC52B
| Matching Device ID: HID_DEVICE_SYSTEM_KEYBOARD
| Service: kbdhid
| Driver: kbdhid.sys, 8/22/2013 06:39:13, 32256 bytes
| Driver: kbdclass.sys, 8/22/2013 07:43:45, 58208 bytes
|
+ HID-compliant mouse
| Vendor/Product ID: 0x046D, 0xC52B
| Matching Device ID: HID_DEVICE_SYSTEM_MOUSE
| Service: mouhid
| Driver: mouhid.sys, 8/22/2013 06:39:13, 30208 bytes
| Driver: mouclass.sys, 8/22/2013 07:43:45, 51040 bytes

------------------------
Disk & DVD/CD-ROM Drives
------------------------
      Drive: C:
 Free Space: 832.7 GB
Total Space: 935.0 GB
File System: NTFS
      Model: TOSHIBA DT01ACA100 SATA Disk Device

      Drive: D:
      Model: ASUS DVD RAM GHB1N SATA CdRom Device
     Driver: c:\windows\system32\drivers\cdrom.sys, 6.03.9600.16384 (English), 8/22/2013 03:46:35, 164352 bytes

--------------
System Devices
--------------
     Name: High Definition Audio Controller
Device ID: PCI\VEN_1002&DEV_9902&SUBSYS_85261043&REV_00\3&267A616A&2&09
   Driver: C:\WINDOWS\system32\DRIVERS\hdaudbus.sys, 6.03.9600.16384 (English), 8/22/2013 06:38:38, 78336 bytes

     Name: Realtek PCIe GBE Family Controller
Device ID: PCI\VEN_10EC&DEV_8168&SUBSYS_85051043&REV_09\4&2602A21F&0&00A9
   Driver: C:\WINDOWS\system32\DRIVERS\au630x64.sys, 8.13.0314.2013 (English), 9/23/2013 17:04:04, 792648 bytes
   Driver: C:\WINDOWS\system32\RtNicProp64.dll, 1.02.0000.0005 (English), 9/23/2013 17:04:04, 78920 bytes
   Driver: C:\Program Files\ASUS\AMDA\U3\U3.dll, 1.00.0000.0001 (English), 9/23/2013 17:04:04, 208384 bytes
   Driver: C:\Program Files\ASUS\AMDA\U3\U3BoostSvr64.dll, 1.00.0001.0003 (English), 9/23/2013 17:04:04, 425784 bytes
   Driver: C:\Program Files\ASUS\AMDA\U3\U3BoostSvr64.exe.manifest, 9/23/2013 17:04:04, 991 bytes

     Name: PCI standard PCI-to-PCI bridge
Device ID: PCI\VEN_1022&DEV_1414&SUBSYS_85261043&REV_00\3&267A616A&2&20
   Driver: C:\WINDOWS\system32\DRIVERS\pci.sys, 6.03.9600.16384 (English), 8/22/2013 07:43:32, 285536 bytes

     Name: PCI standard host CPU bridge
Device ID: PCI\VEN_1022&DEV_1401&SUBSYS_00000000&REV_00\3&267A616A&2&C1
   Driver: n/a

     Name: Standard Dual Channel PCI IDE Controller
Device ID: PCI\VEN_1022&DEV_780C&SUBSYS_85271043&REV_40\3&267A616A&2&A1
   Driver: C:\WINDOWS\system32\DRIVERS\pciide.sys, 6.03.9600.16384 (English), 8/22/2013 07:43:31, 14688 bytes
   Driver: C:\WINDOWS\system32\DRIVERS\pciidex.sys, 6.03.9600.16384 (English), 8/22/2013 07:43:32, 48992 bytes
   Driver: C:\WINDOWS\system32\DRIVERS\atapi.sys, 6.03.9600.16384 (English), 8/22/2013 07:43:41, 26464 bytes
   Driver: C:\WINDOWS\system32\DRIVERS\ataport.sys, 6.03.9600.16384 (English), 8/22/2013 07:43:41, 199520 bytes

     Name: PCI standard PCI-to-PCI bridge
Device ID: PCI\VEN_1022&DEV_43A2&SUBSYS_00001022&REV_00\3&267A616A&2&AA
   Driver: C:\WINDOWS\system32\DRIVERS\pci.sys, 6.03.9600.16384 (English), 8/22/2013 07:43:32, 285536 bytes

Message 2 of 4 (1,659 Views)

Re: Game Won't Run and Store Content Won't Install

★★★ Novice

After spending a while looking at the different threads, I found out it is Bitdefender (my virus protection software) that doesn't work with the game. I talked to a bidefender help desk person and ran thru a few things with them. It is the Active Virus Control that blocks the game. Go to Settings - Antivirus - Active Virus Control and turn it off. The game works for me with it turned off. Not sure why it's not compatable, it worked fine when I had Windows 7. Bitdefender asked it I'll send them some info to help find out exactly what the problem is so they can fix it.

Message 3 of 4 (1,806 Views)

Re: Game Won't Run and Store Content Won't Install

Hero

Thanks for posting that solution. 

 

Good to know what settings need to be changed for it to work.

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.



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