Re: Sims 4 Crashing/Freezing/Lag, Surface Pro 7

Hey!

So I did a bit more digging and turns out my driver file was updated literally the day before this crash happened! I've gone into system> display > graphics > then change graphic default settings and both of these had been automatically turned on

I've turned them both off and my game seems to be working now so I'm hoping that has sorted it! Annoying I had literally done everything other than this!

@SamPOP93  Would you be willing to post a screenshot or two of the settings you changed?  You're one of a handful of Surface Pro users who've reported this or similar issues in the past week or so.  All of the dxdiags I've seen have listed the same graphics driver, and while at least one user fixed the issue by reinstalling the driver, it would still be helpful to know what other graphics engine-related details might be interfering with Sims 4.

I was also having this issue after my windows updated and this fixed it for me. I have attached an image of the settings that were turned on.

@bibliomak  Thanks for sharing, it's much appreciated.

I went in and did the exact same thing and now it is working.  Thank you SamPOP93.

I have a Surface Pro 7, 64-bit, and my game ran perfect with nearly every single pack and mods. But suddenly, my game sort of crashed, so I removed my mods, repaired the game, even uninstalled and reinstalled the game through the EA app 3 times. The game doesn't crash, but I can't play. When I open the application, the display freezes. The only way the screen will unfreeze is when I press the Windows button. After I go back in, the application's display resumes like normal for a second before freezing again. No matter what I do, nothing fixes my problem. I've looked everywhere to see if anyone has this issue as well, but nothing comes up.

My account isn't banned, I don't have mods or any packs right now, and I'm not missing any display, storage, or update requirements. I can also still click on things.

@sphynxpuff  I've merged your post with the master thread for issues playing on a Surface Pro 7.  Please see the accepted solution on page one.

It would also be helpful if you could provide a dxdiag for reference.  I'm going to flag this thread to EA, and the info in a dxdiag could be useful.  Here's how to run one.

https://help.ea.com/en-us/help/pc/how-to-gather-dxdiag-information/

Thank you for the response! My dxdiag information is attached to this reply.

RE: The thread fixed my problem! Turning off the display settings worked. Thank you!!

@sphynxpuff  Thanks for the dxdiag.  I do see a number of serious crashes of the graphics driver (those are the LiveKernelEvent 141s at the end of the file), so you may well need to clean-uninstall and reinstall the driver as described in the accepted solution.  But feel free to try the other suggestions first.

Edit:  That's great to hear, thanks for updating.

Such a simple fixed but it worked! Thank you!!! Thank you!!! Thank you!!! Thank you!!! 

If you have a Microsoft Surface Pro and Play Sims 4, and run into this issue. HERE IS THE ANSWER!!!

Hello.

If you're crashing or freezing on fullscreen (without mods), would you be willing to share your affected save file(s)?

If so, instructions are here:

https://x.ea.com/74420

What email address do I sent the file or folder to?

@AshleeHauver  You don't need to send a file anywhere.  Please try the first couple of suggestions in the accepted solution.  If those don't work, attach the dxdiag to a reply here, in this thread, so I can read it.

if i could give you a big hug i would . I tried everything even uninstalled my  game and it still didn't work. Restart computer , ran so many test and diagnostic test and STILL nothing .I did what what you suggested and it worked. 1st time ! THANK YOU , THANK YOU , THANK YOU !! 🙌   ⭐

I have attached the DxDiag file.

This fixed my problem instantly! Thank so much for the help! I feel like a tech girlie now that I fixed the game when my dad couldn't.

@AshleeHauver  Did you try the suggestions in the accepted solution on page one of this thread?  Everyone else who's reported back has said that one of them worked, and you hae a Surface Pro 7 just like the others here.

@edwardsgirls214 and @fabulousmeow33  Thanks for reporting back with the results, and enjoy your game.

I've tried the solutions but i could be doing it wrong. I'm not much of a computer genius. I just need a little help.

@AshleeHauver  Please open Windows Settings > System > Display > Graphics > Default graphics settings, and make sure that both "Variable refresh rate" and "Optimizations for windowed games are still set to Off.

Please also force Sims 4 to open in windowed mode.  Go into Documents > Electronic Arts > The Sims 4, open Options.ini, use ctrl-F to search for fullscreen , and set it to 0 (zero).

If these steps don't help, please describe what happens when you try to play this time around.  Please also post a new dxdiag.

@puzzlezaddict Thank you so much for your help it worked!

I was having the same problem on my Surface and this fixed it immediately. Thanks!