Re: Sims 4 freezes/crashes/ goes to BSOD

Ok, I tried to play in a clean boot, but I still experienced a freeze. ☹️

The error I keep seeing in the Event Viewer it's always: The previous system shutdown at 6:13:45PM on ‎4/‎20/‎2020 was unexpected. But I was still playing at 6:13.

At 6:53 I had the freeze and had to manually reboot.

Apparently  this is the only pattern I'm seeing: after 30/40 minutes since "the system shutdown" error, the freeze happens.

But I really don't know if this occurance has actually something to do with the freeze.

@Pen061  Please upload a couple of crash dump files, if you have them.  Open a File Explorer window, and copy and paste C:\Windows\Minidump into the address bar.  Grab the last two or three dump files: for each one, right-click and select Copy, then right-click on your desktop and select Paste.  Zip them together, upload them to a free filesharing site, and link them here.  Please also let me know whether the timestamps on the files correspond at least roughly to the times Sims 4 crashed or froze, if you can tell.

Unfortunately the last dumps file are from several days ago, I guess they're referring to the last BSOD I experienced.

I'm attaching them anyway.

https://drive.google.com/open?id=1nMuQTVFGqAg8eduRBWrLLewTepyzTpBF

Thanks.

EDIT: sorry, it seems they're not readible, I don't know why, maybe because they're too old?

Event Viewer is the only source of (some) information apparently. ☹️

I read here and there and quite often I read that it could be possibly the Power Supply... in your opinion, is it a real chance?

This is the one in my PC: https://www.amazon.it/gp/product/B00BDB28HS/ref=ppx_yo_dt_b_asin_title_o04_s00?ie=UTF8&psc=1

Unfortunately I have no chance to test other PSU.

EDIT: I just experienced a new BSOD. This is today's minidump (hope it's readible... I just see symbols inside): https://drive.google.com/open?id=1hMOaZ2hU7tkFai1ylwiv9cThp6Rlmp5z

This is what I found in the Reliability Monitor:

Nome evento problema: BlueScreen
Codice: a
Parametro 1: ffffc8d2cc52cad0
Parametro 2: 2
Parametro 3: 0
Parametro 4: fffff804134cfd34
Versione sistema operativo: 10_0_18363
Service Pack: 0_0
Prodotto: 256_1
Versione SO: 10.0.18363.2.0.0.256.48
ID impostazioni locali: 1040

And then that the following errors caused the reboot: 

0x0000000a (0xffffc8d2cc52cad0, 0x0000000000000002, 0x0000000000000000, 0xfffff804134cfd34).

ID segnalazione: 2b1febef-c7b1-4cb4-b7ab-0ed4c233aca4.

@Pen061  Generally speaking, power supply issues don't cause BlueScreens, they cause straight restarts of the system.  BlueScreens are software issues, or possibly hardware issues with other components, for example a graphics card.  I will get back to you on the dump files, or someone else who's better than I am will get back to you.

As for the power supply, it could be starting to fail, given its age.  There are ways to test it, but let's leave that until after the BSODs are addressed.

@Pen061  A follow up question (sorry for the double post):  Does your computer run normally when you're not playing Sims 4?  If you play other games, do they work, and do other tasks seem to work normally?

@puzzlezaddict  Yes, my computer runs normally when I am not playing the Sims, but to be fair I didn't try playing other games (The Sims is basically the only game I play) or using softwares requiring many resources, so to speak.

@Pen061  Please run some tests on the computer's memory.  Windows has a built-in tool you can use:

(This link isn't cooperating, so here's an embedded one.)

You can find the results in the Event Viewer.  Hit Windows key-R and enter "eventvwr" without quotes.  Choose Windows logs > System, then select Memory Diagnostics Results.  Let me know whether it finds any errors.

If there are no errors, it's best to run a more thorough test.  MemTest86 is the best one available; it's a free third-party download and requires only a blank USB stick.  (If you don't have one, you can run an older version via disc, but the USB is the better option.)  Here's a guide:

https://www.lifewire.com/memtest86-review-2626145

I'm guessing you have at least two RAM sticks.  If either test turns up problems, you should test them separately and in different slots on your motherboard.  (The manual should list which slots to use.)  Feel free to post the results here if you want a second opinion.

@puzzlezaddictThank you for the suggestions.

Yes, I have two RAM sticks, 8GB each.

I run Windows diagnostic tool to check them, as well as MemTest86, and both didn't show any error.

EDIT: a new BSOD occured.

Firma del problema
Nome evento problema: BlueScreen
Codice: 3b
Parametro 1: c0000096
Parametro 2: fffff8034d3c9809
Parametro 3: ffffaf80be711930
Parametro 4: 0
Versione sistema operativo: 10_0_18363
Service Pack: 0_0
Prodotto: 256_1
Versione SO: 10.0.18363.2.0.0.256.48
ID impostazioni locali: 1040

The module is always ntskernel.exe. I "opened" the minidump with BlueScreenView and the image attached is the result.

@puzzlezaddictSorry for the double post, today the game crashed once, and then when I restarted the game, a new BSOD showed up while I was playing.

The Reliability Monitor showed the following errors:

Nome evento problema: APPCRASH
Nome applicazione: TS4_x64.exe
Versione applicazione: 1.62.67.1020
Timestamp applicazione: 5e798db8
Nome modulo con errori: TS4_x64.exe
Versione modulo con errori: 1.62.67.1020
Timestamp modulo con errori: 5e798db8
Codice eccezione: c0000005
Offset eccezione: 0000000000f14b84
Versione SO: 10.0.18363.2.0.0.256.48
ID impostazioni locali: 1040
Informazioni aggiuntive 1: 9717
Ulteriori informazioni 2: 971761c4c68831e8c232a692a581c21a
Ulteriori informazioni 3: 2d9b
Ulteriori informazioni 4: 2d9b131e2dc8a4ca4433562ea5042933

Nome evento problema: BlueScreen
Codice: d1
Parametro 1: e5
Parametro 2: 2
Parametro 3: 0
Parametro 4: fffff8034a6f5d13
Versione sistema operativo: 10_0_18363
Service Pack: 0_0
Prodotto: 256_1
Versione SO: 10.0.18363.2.0.0.256.48
ID impostazioni locali: 1040

Again,  I "opened" the minidump with BlueScreenView and the image attached is the result.

@Pen061  Could you please upload the original dump file?  Sorry for not getting back to you yesterday; this is a bit over my head, and I've asked for help.

@puzzlezaddict  It's absolutely ok, thank you so much for your time! 🙂

This is the link to the 3 last minidumps: https://drive.google.com/open?id=1LwS_PkkPLcEnRfNH6FwIptmirajPSeiZ

@Pen061  I again apologize for the delay.  This is something over my head, and I've been asking for help.

Please do a clean uninstall and reinstall of the graphics card driver.  Download Display Driver Uninstaller from here:

https://www.wagnardsoft.com/forums/viewtopic.php?f=5&t=3017

You can download a fresh copy of the newest driver here; please get the newest recommended driver, from March 5:

https://www.amd.com/en/support/graphics/amd-radeon-r7-series/amd-radeon-r7-300-series/amd-radeon-r7-360

Next, take your computer completely offline—disable wifi and/or pull the ethernet cord—and double-click the DDU.exe.  Take note of where the file will land, and click Extract.  If it's easier, you can copy the path and then paste it into the address bar in a File Explorer window.  Open the folder and then launch Display Driver Uninstaller.exe, and you'll get a message that you're not in Safe Mode.  Click OK, then go to Options and enable Safe Mode dialog.  Here's a screenshot of what your options should look like; make sure the box in red is checked:

Close options, and the DDU, and then open the DDU.exe again.  For launch options, choose "Safe Mode (Recommended)," and then click Reboot to Safe Mode (you'll need your password, so find it before rebooting).  Once you login, you'll see this:

In the blue box, choose GPU, then AMD if it's not already showing.  Then click Clean and Restart (red box).

Once your computer has rebooted, now back in normal mode, install the driver you downloaded.  Reboot again, go back online, and test.

@puzzlezaddict  no need to apologise really, thank you for your efforts.

I followed the whole procedure and on my first attempt at playing I experienced a new BSOD. This is the related dump: https://drive.google.com/open?id=1nl86wbbzYLeMhgW9mPEC1Ub_gTbrpWum

I don't know whether they can give any further information or not, but I made 2 screenshots of the AMD software showing the GPU values while playing at the Sims. I am attaching them. They show clock speed and fan speed with the temperature.

Thanks for tagging  @puzzlezaddict !

@Pen061 

As you saw there are always different errors reported in the Dump files, that points to one bigger issue. 
(You already backed up your important data? If not you realy should do so before proceeding.) 

• Disable or uninstall the "Wondershare Streaming Audio Recorder."
• Reboot.
• Test.

If that don't helps:

There is a newer Bios version for your Motherboard (970A-G3.1, please confirm.) available on the Asrock website.

Flashing a BIOS is not without risk, so follow the instructions precisely:

• Use the "Instant Flash" Bios.
• "Instant Flash" is the build in Flash utility for ASRock Motherboards, here is the guide for the processes.
  (As said, follow it precisely.)
• After you are finished, don't change BIOS settings, leave them at defaults and test.

If that also don't helps:

You have two memory modules with 8GB each.

• Shut down your Computer and remove the power cable.
• Pull the module in the B1 slot > Test with only the A1 slot occupied.
  (Refer to your Motherboards manual for the slot number,)
• If it still crashes test the second module with only the A1 slot occupied
• If it still crashes test the first module in the A2 slot with only the A2 slot occupied
• If it still crashes test the second module in the A2 slot.

@puzzlezaddict @holger1405  thanks a lot to both of you.

I will attempt with the first step (the easiest one) and then, if it doesn't work, I'll do a backup and try the BIOS update, which always scared me a lot, because I heard really bad things may happen. 🙂

I will give you un update.