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

[jlee616]

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:13.251.0.0ci\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

[jlee616 · Accepted solution]

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.

[jlee616]

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

[jlee616 · Accepted solution]

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.

[crinrict]

Thanks for posting that solution. 

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