HD Graphics 520 "the application is blocked to access the graphics hardware"

[NMARQ]

Good morning.

I have a lenovo V31014ISK Intel core i3, 4 GB RAM and Intel HD Graphics 520 graphics card. Every time I try to run the game The sims 3 and sometimes 4, pops up the following error "the application is unable to access the graphics hardware". Sometimes the error happens even with the Edge! I've tried everything:

• increase of TDR
• Uninstall and update video card to the latest version
• format
• sent to the Lenovo factory and returned in the same
• EA games support

All to no avail.

Help me, please!

[idata]

Hello NayaraNMarques,

I understand you are getting the error "the application is unable to access the graphics hardware" while playing The Sims 3. Let me apologize for any inconvenience this issue may be causing to you. In order to help you better I would like to gather more information about the configuration you have in the computer. Please attach to this thread the .txt file the Intel® System Support Utility will generate https://downloadcenter.intel.com/download/25293/Intel-System-Support-Utility https://downloadcenter.intel.com/download/25293/Intel-System-Support-Utility To attach a file, you must click "Use Advanced Editor" on the upper right hand corner of the response box, then the "attach" option will appear on the bottom right hand corner of the response box. Regards,Fred D.

[NMARQ]

Hi IntelCorporation! Attached! Thank you!

[idata]

Hello NayaraNMarques,

Thanks for the information you sent to me. I would like you to try installing different version of the graphics driver. Please download it from this link https://downloadmirror.intel.com/26836/eng/win64_154519.4678.zip https://downloadmirror.intel.com/26836/eng/win64_154519.4678.zip As soon as the graphics driver has been downloaded in Device Manager double click on Display Adapters -> Intel HD Graphics -> Driver tab -> Uninstall -> Select the check box Delete the driver software for this device -> OK, restart the computer, and then reinstall the graphics driver with the steps that are on this YouTube video https://www.youtube.com/watch?v=S1KzoQDjMMY https://www.youtube.com/watch?v=S1KzoQDjMMY If issue persists please try momentarily disabling any antivirus or firewall you may have installed in the computer. You can also momentarily disable Windows* User Account Control. Please remember enabling antivirus, firewall and Windows* User Account Control after testing. Please try disabling just one software at a time. This link will show you how to change settings of the Windows* User Account Control https://www.howtogeek.com/howto/windows-vista/disable-user-account-control-uac-the-easy-way-on-windows-vista/ https://www.howtogeek.com/howto/windows-vista/disable-user-account-control-uac-the-easy-way-on-windows-vista/ The content on the above site is not controlled by Intel. This information is offered for your convenience and should not be viewed as an endorsement by Intel for the merchants or services offered there. Let me know if issue persists or not. Regards,Fred D.

[NMARQ]

Thanks! I will try all and back here. Thank you!

[NMARQ]

IntelCorporation I made both of the settings indicated (separately) and the error persists. The error occurs even when I use the Edge browser. When I install the Microsoft video driver, the error does not occur. I think it really is some problem with the video driver.

[NMARQ]

I really think it's some problem with the video driver because when I uninstall the Intel driver and install the Microsoft driver, the games and the Edge work without showing the error, but with a certain lag. Is it possible to correct these problems in a future driver?

[idata]

Hello NayaraNMarques,

Let me do further research about this and come back to you. I will post information on this forum thread as soon as I have it available. Regards,Fred D.

[NMARQ]

Ok! Thank you so much!

Nayara

[idata]

Hello NayaraNMarques,

This might be hardware issue with the GPU. Since issue happens even after reinstalling the operating system we can discard software problems. I know you mentioned the problem does not happen when you uninstall the graphics driver, but when the graphics driver gets installed the GPU gets accelerated. Without the graphics driver just the basic graphics features of the controller will work. The best option at this point would be contacting Lenovo* in order to check if they can reproduce the issue in their lab with the exact same computer model. If Lenovo* can reproduce the issue in their lab then they can escalate it to us internal if the issue is our driver. This link will give you their contact information https://support.lenovo.com/cr/en/contactus https://support.lenovo.com/cr/en/contactus Regards,Fred D.

[NMARQ]

I will tell with Lenovo support to ask them to take the test in the laboratory. Return as soon as possible.

Thank you, Nayara