@maggie_p139 Did you check the box for your C drive, and the box for any other drive you have? I ask because the scan finished very quickly, in just under nine minutes. For comparison's sake, on my computer, Malwarebytes takes over two hours to scan just over 2 TB of data, and that's with nothing flagged as malware. If you're not sure whether you checked the box, please try it again; the worst that can happen is you have to wait another nine minutes for it to finish.
@puzzlezaddict I tried to but it didn’t give me the option to. When I clicked scan it just started scanning and I tried to see where I could check the boxes. I will try again and let you know.
@puzzlezaddict I tried to but it didn’t give me the option to. When I clicked scan it just started scanning and I tried to see where I could check the boxes. I will try again and let you know.
@puzzlezaddict I figured out how to check all the boxes and here is the report.
@maggie_p139 This scan looks right, and sorry I didn't give specific-enough instructions for finding the right option. Malwarebytes didn't flag any issues, which is of course a good thing, but it also means the Sims 4 issue and the dxdiag crashing are unexplained. So I would suggest running a repair install of Windows.
However, before proceeding, please make sure you have enough space. (Your dxdiag would normally report this, but the information is missing from both files due to the crashes.) Open a File Explorer window and click This PC, and you'll see the free and total storage for each drive. If you see less than 25 GB free on C, you'll need to clear more before running the repair install.
If you have enough space, follow this guide:
https://www.elevenforum.com/t/repair-install-windows-11-with-an-in-place-upgrade.418/
This shouldn't delete any of your data, but if you get to step 14 and are NOT asked to keep personal files and apps, back out and start over.
Once you've run the repair install, try again to play. If you get another crash, create a new admin Windows account and try playing in that. If the game crashes yet again, please run a new dxdiag, which will hopefully contain all the relevant information.
Just in case the new dxdiag is missing some info, please list the current free and total space (check again after the most recent crash). Please also look for new errors in the Reliability Monitor. Hit Windows key-R and enter "perfmon /rel" without quotes, and you'll see a chart of errors and updates with a column for each day. Today is on the right.
Look for an error that happened at exactly the time of your most recent Sims 4 crash, specifically in the new account. If you find one, double-click it to see more details, then copy that info and paste it into a reply here. If you don't see a new error, check back in an hour or so—the Reliability Monitor doesn't always update right away.
@puzzlezaddict So after I completed all the steps in the link I tired to load my game and it did not work. I then created a new profile on my computer and it did work in the new profile. My C drive says it has 145 GB free of 453 GB. Below it says was the sims 4 error was. I have also attached a new dxdiag
Description
Faulting Application Path: C:\Program Files\EA Games\The Sims 4\Game\Bin\TS4_x64.exe
Problem signature
Problem Event Name: APPCRASH
Application Name: TS4_x64.exe
Application Version: 1.104.58.1030
Application Timestamp: 657aad6a
Fault Module Name: d3d9.dll
Fault Module Version: 10.0.22621.2506
Fault Module Timestamp: ac5db609
Exception Code: c0000005
Exception Offset: 00000000000a507c
OS Version: 10.0.22631.2.0.0.768.101
Locale ID: 1033
Additional Information 1: e4f7
Additional Information 2: e4f760423e03582f6e1f021becfbefa3
Additional Information 3: a7ea
Additional Information 4: a7eafa7cc6febd2d63b0915ab22afa01
Extra information about the problem
Bucket ID: 6f9812d333734d04d98cc02bef7be9b1 (1841057642621692337)
@maggie_p139 If the game is still working in the new user profile, that's great, it means that the problem is contained to the old profile. Are you absolutely sure that none of your previous user content—saves, mods, whatever—is showing up in the original account? Even if you moved the folder and didn't restore any of your old data, OneDrive may have helpfully downloaded a fresh copy of the user folder for you. Another explanation would be if you had removed the "wrong" Sims 3 folder, as in, not the one the game was actually reading.
Since you can't load the game in the old account, you'll need to do some poking around to see whether this is the case. You could run a regular Windows search, but to be thorough, I'd recommend downloading Everything, from VoidTools, which is a (free) enhanced search tool. Open it and search for GameVersion.txt—each Sims 4 user folder on your computer should have exactly one of these files. If you find a secondary Sims 4 folder somewhere within your main account, please rename it and try again to play.
Your new dxdiag crashed yet again, and I don't really understand why. That means I also can't tell you whether this is a serious problem or some weird glitch that has nothing to do with the issue at hand. If you want to be thorough, I would suggest running chkdsk sometime when you don't need to use your computer for a couple of hours. If it comes back clean, great; if not, it's better to find out now. Here's how to run it:
You should be able to attach the report to a post as well. Running chkdsk will take some time, so as mentioned, you may want to leave it while you're doing something else.
@puzzlezaddict So I renamed the extra GameVersion.txt and my game still did not load so I did the scan thing These were the results.
Log Name: Application
Source: Microsoft-Windows-Wininit
Date: 2/5/2024 6:42:34 PM
Event ID: 1001
Task Category: None
Level: Information
Keywords: Classic
User: N/A
Computer: LAPTOP-IH370G3T
Description:
Checking file system on C:
The type of the file system is NTFS.
Volume label is OS.
A disk check has been scheduled.
Windows will now check the disk.
Stage 1: Examining basic file system structure ...
File 0x3f294 has bad reparse point attribute.
ReparseDataLength, 0x0, inconsistence with the attribute length 0x13b.
Deleting corrupt attribute record (0xC0, "")
from file record segment 0x3F294.
895488 file records processed.
File verification completed.
Phase duration (File record verification): 12.24 seconds.
24440 large file records processed.
Phase duration (Orphan file record recovery): 10.32 milliseconds.
0 bad file records processed.
Phase duration (Bad file record checking): 1.71 milliseconds.
Stage 2: Examining file name linkage ...
The reparse flag in standard information attribute in file 0x3f294
should not be set.
Correcting reparse point file record segment 3F294.
The reparse point index entry in file 0x1a points to file 0x3f294
but the file has no reparse point in it.
Deleting an index entry from index $R of file 1A.
2387 reparse records processed.
1156358 index entries processed.
Index verification completed.
Phase duration (Index verification): 29.83 seconds.
0 unindexed files scanned.
Phase duration (Orphan reconnection): 1.24 seconds.
0 unindexed files recovered to lost and found.
Phase duration (Orphan recovery to lost and found): 1.43 seconds.
2387 reparse records processed.
Phase duration (Reparse point and Object ID verification): 14.01 milliseconds.
Stage 3: Examining security descriptors ...
Cleaning up 4826 unused index entries from index $SII of file 0x9.
Cleaning up 4826 unused index entries from index $SDH of file 0x9.
Cleaning up 4826 unused security descriptors.
Security descriptor verification completed.
Phase duration (Security descriptor verification): 119.60 milliseconds.
130436 data files processed.
Phase duration (Data attribute verification): 1.83 milliseconds.
CHKDSK is verifying Usn Journal...
Usn Journal verification completed.
Stage 4: Looking for bad clusters in user file data ...
895472 files processed.
File data verification completed.
Phase duration (User file recovery): 9.55 minutes.
Stage 5: Looking for bad, free clusters ...
39220826 free clusters processed.
Free space verification is complete.
Phase duration (Free space recovery): 23.76 seconds.
Windows has made corrections to the file system.
No further action is required.
475621703 KB total disk space.
317394584 KB in 465880 files.
355300 KB in 130437 indexes.
0 KB in bad sectors.
988511 KB in use by the system.
65536 KB occupied by the log file.
156883308 KB available on disk.
4096 bytes in each allocation unit.
118905425 total allocation units on disk.
39220827 allocation units available on disk.
Total duration: 10.70 minutes (642197 ms).
Internal Info:
00 aa 0d 00 3f 19 09 00 d7 60 10 00 00 00 00 00 ....?....`......
73 05 00 00 e0 03 00 00 00 00 00 00 00 00 00 00 s...............
Event Xml:
<Event xmlns="http://schemas.microsoft.com/win/2004/08/events/event">
<System>
<Provider Name="Microsoft-Windows-Wininit" Guid="{206f6dea-d3c5-4d10-bc72-989f03c8b84b}" EventSourceName="Wininit" />
<EventID Qualifiers="16384">1001</EventID>
<Version>0</Version>
<Level>4</Level>
<Task>0</Task>
<Opcode>0</Opcode>
<Keywords>0x80000000000000</Keywords>
<TimeCreated SystemTime="2024-02-05T23:42:34.2803010Z" />
<EventRecordID>401</EventRecordID>
<Correlation />
<Execution ProcessID="1028" ThreadID="0" />
<Channel>Application</Channel>
<Computer>LAPTOP-IH370G3T</Computer>
<Security />
</System>
<EventData>
<Data>
Checking file system on C:
The type of the file system is NTFS.
Volume label is OS.
A disk check has been scheduled.
Windows will now check the disk.
Stage 1: Examining basic file system structure ...
File 0x3f294 has bad reparse point attribute.
ReparseDataLength, 0x0, inconsistence with the attribute length 0x13b.
Deleting corrupt attribute record (0xC0, "")
from file record segment 0x3F294.
895488 file records processed.
File verification completed.
Phase duration (File record verification): 12.24 seconds.
24440 large file records processed.
Phase duration (Orphan file record recovery): 10.32 milliseconds.
0 bad file records processed.
Phase duration (Bad file record checking): 1.71 milliseconds.
Stage 2: Examining file name linkage ...
The reparse flag in standard information attribute in file 0x3f294
should not be set.
Correcting reparse point file record segment 3F294.
The reparse point index entry in file 0x1a points to file 0x3f294
but the file has no reparse point in it.
Deleting an index entry from index $R of file 1A.
2387 reparse records processed.
1156358 index entries processed.
Index verification completed.
Phase duration (Index verification): 29.83 seconds.
0 unindexed files scanned.
Phase duration (Orphan reconnection): 1.24 seconds.
0 unindexed files recovered to lost and found.
Phase duration (Orphan recovery to lost and found): 1.43 seconds.
2387 reparse records processed.
Phase duration (Reparse point and Object ID verification): 14.01 milliseconds.
Stage 3: Examining security descriptors ...
Cleaning up 4826 unused index entries from index $SII of file 0x9.
Cleaning up 4826 unused index entries from index $SDH of file 0x9.
Cleaning up 4826 unused security descriptors.
Security descriptor verification completed.
Phase duration (Security descriptor verification): 119.60 milliseconds.
130436 data files processed.
Phase duration (Data attribute verification): 1.83 milliseconds.
CHKDSK is verifying Usn Journal...
Usn Journal verification completed.
Stage 4: Looking for bad clusters in user file data ...
895472 files processed.
File data verification completed.
Phase duration (User file recovery): 9.55 minutes.
Stage 5: Looking for bad, free clusters ...
39220826 free clusters processed.
Free space verification is complete.
Phase duration (Free space recovery): 23.76 seconds.
Windows has made corrections to the file system.
No further action is required.
475621703 KB total disk space.
317394584 KB in 465880 files.
355300 KB in 130437 indexes.
0 KB in bad sectors.
988511 KB in use by the system.
65536 KB occupied by the log file.
156883308 KB available on disk.
4096 bytes in each allocation unit.
118905425 total allocation units on disk.
39220827 allocation units available on disk.
Total duration: 10.70 minutes (642197 ms).
Internal Info:
00 aa 0d 00 3f 19 09 00 d7 60 10 00 00 00 00 00 ....?....`......
73 05 00 00 e0 03 00 00 00 00 00 00 00 00 00 00 s...............
</Data>
</EventData>
</Event>
@maggie_p139 The chkdsk results look good: the scan corrected some minor errors but didn't find anything alarming.
For the GameVersion.txt, I actually wanted you to rename the Sims 4 folder it was in. Renaming GameVersion.txt accomplishes nothing. The idea was that a second copy of the file would mean a second Sims 4 folder, one that could be preventing the game from loading. So please find that file again and rename the entire Sims 4 folder.
If you can't remember how you renamed the file, you can search for avatarcache or clientDB , both of which should be present in any user folder, and rename the Sims 4 folder they're in instead, which should be the same folder or folders as you found the first time.
I’m sorry I did rename them. I just wrote it wrong in my reply. But I did rename them. Sorry for the miscommunication!
@maggie_p139 That's fine, I just didn't want you to end up running in circles if the answer was simple. Since it's not simple though, you can try the suggestions near the end of this guide:
https://answers.ea.com/t5/Technical-Issues-PC/CURRENT-ISSUE-Sims-4-already-running/m-p/13276380
Most of the troubleshooting steps aren't relevent or you've done them already, but the two sections labeled "Reset permissions for Documents" and "Move/restore location of Documents" may be helpful. Please try them, in that order, and let me know whether they help.
The alternative is to simply play in the new Windows account rather than your old one. If you want to transfer your saves or other data, drop the files or folders into C:\Users\Public, which is accessible from any user account. There's no harm in switching accounts, and if the guide linked above doesn't help, that's probably your only move anyway, so feel free to skip the extra troubleshooting if you're fine with using the new account.
Ok I will do!!! Thank you so much for all your help!! I really appreciate you time!!
Community Manager
