Issue with The Sims 4 Game on A350M Graphics Card

[nexo100]

Hello everyone,

I'm facing an issue with The Sims 4 game when attempting to use the A350M graphics card as the default on Windows 11. Unfortunately, the game is not functioning, and it doesn't even open. So far, I haven't found any solutions on the forums.

I own a Galaxy Book2 Pro notebook with all drivers and the Windows operating system updated to the latest versions. Attached to this post are the following documents for analysis: Dxdiag, Intel Report, Windows Events.

I appreciate your attention, and any help will be greatly appreciated. If anyone has experienced something similar or has any suggestions, I would be grateful.

Thank you!

[nexo100]

I discovered that the error only occurs when I use fullscreen mode; however, it works fine in windowed mode or fullscreen in windowed mode. What could be the issue, and is there a way to fix it?

[Jean_Intel]

Hello nexo100,

Thank you for posting in the Intel Communities. We would be more than glad to help you solve the problem when playing the Sims 4 game.

To better assist you, we would like to ask for the following details:

• Is this issue present since the first time you tested the game?
• What game distribution service do you use to install the game? (Steam, Epic Games, Microsoft Store)
• What is the game behavior exactly? Does it attempt to launch, but it then crashes?
• Is there any error message when you try to open the game? If so, provide us with a screenshot of the error message.
• What troubleshooting steps have you tried to solve this problem?
• Since the game does not open, how were you able to test the game in windowed mode?

Best regards

Jean O.

Intel Customer Support Technician

[nexo100]

Yes, since the first time I changed the default graphics card in the Windows 11 settings.
I use the EA Games application.
It attempts to open and immediately closes without displaying an error message.
I managed to open it in windowed mode by changing a parameter in the options.ini file in the game folder.
Regarding the steps, I reinstalled the Intel drivers, the game itself, updated Windows, and all Samsung drivers. I don't use the Xbox Game Bar.
I believe I have followed all the necessary steps.

Apologies for my English.

[Jean_Intel]

Hello nexo100,

We appreciate the information provided. We understand that the issue started after you changed the default graphics card in the Windows 11 settings; however, we would like to ask if the problem remains if you try to revert the settings back to the default state. You can also test if the crashing issue remains after you select the default graphics card to the integrated GPU.

We also recommend you perform a clean graphics driver installation of the latest Intel graphics driver, version 31.0.101.5084/31.0.101.5122. Doing a clean install of the software/drivers for any hardware can help to fix specific issues that can be associated with any additional software that might be causing malfunction. Corrupted files from previous installations of drivers can linger on a system, which can cause driver updates to not work as expected.

Best regards

Jean O.

Intel Customer Support Technician

[Jean_Intel]

Hello nexo100,

We are jumping into your thread to see if you could test the clean installation of the latest Intel Arc driver 31.0.101.5084/31.0.101.5122. Let us know the outcome and inform us if the issue remains after you revert the system settings to the default state.

Best regards

Jean O.

Intel Customer Support Technician

[Jean_Intel]

Hello nexo100,

We have not heard back from you, so we will proceed to close this thread. Note that we recommend performing a clean installation of the latest Intel Arc driver. If you have any other questions, open a new thread, as this one will no longer be monitored.

Best regards

Jean O.

Intel Customer Support Technician

[AB1987]

Intel, 

I have a brand new Samsung Galaxy Book3 with the A350 graphic card and I am having the same issues with SimCity 4.  Is it possible for me to speak to someone who can walk me through the steps on making sure the graphic drivers are not corrupts? I see you posted the link to do so but, I am not the best when it comes to technical computer stuff. Any assistance would be greatly appreciated. I have been playing this game when it first came out (2013). 

-Andrew