@panther1977_1 This error happened at exactly the time Sims 4 crashed? It shouldn't have anything at all to do with the game. Still, try playing with your computer offline. You can sign into the EA App and put it in offline mode, then disconnect your computer from the internet before pressing Play.
Finally was able to see what has been crashing but I still don't know what to do. I hope you can help me.
Source
EA
Summary
Stopped working
Date
3/22/2024 8:42 PM
Status
Report sent
Description
Faulting Application Path: C:\Program Files\Electronic Arts\EA Desktop\EA Desktop\EADesktop.exe
Problem signature
Problem Event Name: APPCRASH
Application Name: EADesktop.exe
Application Version: 13.152.0.5665
Application Timestamp: 65ef67ec
Fault Module Name: StackHash_4a96
Fault Module Version: 10.0.22621.3235
Fault Module Timestamp: a2c4352c
Exception Code: c0000374
Exception Offset: PCH_EB_FROM_ntdll+0x000000000009FEC4
OS Version: 10.0.22621.2.0.0.768.101
Locale ID: 1033
Additional Information 1: 4a96
Additional Information 2: 4a961245a452687b06e981f79059a7a1
Additional Information 3: f422
Additional Information 4: f422d28775ba694088f4214e191bcd00
Extra information about the problem
Bucket ID: 837ad9fa30774f16301eba27f691e7f8 (1161570434711414776)
@panther1977_1 Right, that's an EA App crash, which would explain the Sims 4 crashes as well. Please uninstall the EA App with Revo Uninstaller (the free version is fine), which is the most thorough way to remove it and all its associated hidden files. Restart your computer, reinstall the App, and try again to play.
If that doesn't help, try putting the EA App in offline mode before launching Sims 4. The game should still work fine, minus the Gallery; this is just about the App itself.
If you get another crash, please try playing in a clean boot:
The one service to leave enabled is the EABackgroundService, which the EA App needs in order to run. Disable the rest as described.
When you reboot your computer, go through the Task Manager's background processes list shutting down any service that doesn't absolutely need to be running, for example anything from MSI Afterburner to RGB software might still be enabled. If you accidentally kill a critical process and it doesn't restart on its own, just reboot your computer again.
Don't open anything other than Sims 4 and the EA App while testing, not even a browser window.
I have done what you said, I uninstalled EA app, reinstalled and it still crashes. I have played offline and it worked for about a week and now same crap again. I don't understand because I didn't have this issue for years and all of a sudden, this is happening all the time. I start the game and not even five minutes, it is crashing. It's stuck where I can't save and then I have to turn off my laptop to get out the game. What can I do to fix this, I don't have a slow computer so I am not understanding these crashes.
Source
Windows
Summary
Hardware error
Date
5/8/2024 11:49 AM
Status
Not reported
Description
A problem with your hardware caused Windows to stop working correctly.
Problem signature
Problem Event Name: LiveKernelEvent
Code: 141
Parameter 1: ffffd80bda204460
Parameter 2: fffff801b10d86e0
Parameter 3: 0
Parameter 4: 0
OS version: 10_0_22621
Service Pack: 0_0
Product: 768_1
OS Version: 10.0.22621.2.0.0.768.101
Locale ID: 1033
Description
Faulting application name: ctfmon.exe, version: 10.0.22621.1, time stamp: 0xf4b8fb49
Faulting module name: InputService.dll, version: 10.0.22621.3527, time stamp: 0x305fcc5a
Exception code: 0x00000675
Fault offset: 0x00000000000dc245
Faulting process id: 0x0x1F88
Faulting application start time: 0x0x1DAA13AC8F6AE06
Faulting application path: C:\WINDOWS\system32\ctfmon.exe
Faulting module path: C:\WINDOWS\system32\InputService.dll
Report Id: 78d0940e-3df3-41e0-af5e-cbbae9749602
Faulting package full name:
Faulting package-relative application ID:
The program TS4_x64.exe version 1.106.148.1030 stopped interacting with Windows and was closed. To see if more information about the problem is available, check the problem history in the Security and Maintenance control panel.
These are the latest issues I have been having. I've updated my graphics driver, uninstalled, reinstalled the EA app, repaired all my sims 4 games, and nothing is working.
@panther1977_1 I apologize for the late reply. I took a break from answering Sims 4 threads and am only now catching up.
The LiveKernelEvent 141 is a crash of the graphics driver, likely (but not certainly) the Nvidia driver. Since that's relatively simple to address, please do so, specifically with a clean uninstall and reinstall of the driver, as described here:
You can get a fresh copy of the newest Nvidia driver here:
https://www.nvidia.com/Download/driverResults.aspx/224484/en-us/
The driver should work fine, but if not, take your laptop back online and let Windows find an appropriate driver, then restart again.
If you get another crash, please try playing in windowed mode. Switch to it through the graphics options, then quit and reload Sims 4.
I’ll try that. Thank you.
So after all that I started the game in windowed, not even 4 min. It crashed. I went into device manager, display adapters and my Nvidia graphic driver disappeared. That is what is crashing my game. So the question is, why does a graphic driver that came with my system repeatedly crash and it disappears as if it was never there. I am so sorry to keep bugging you about this and I wish I knew what to do to fix this. I just want to play my game in peace.
@panther1977_1 You're not bugging me at all. So you're saying that in the Device Manager, under Display adapters, you only see the Intel graphics chip, nothing else? And this is still true after a couple of restarts of your computer?
If so, use Display Driver Uninstaller to remove both graphics drivers, if the Nvidia driver is still there, or only the Intel driver if it's not. (The Nvidia driver should be removed first, then the Intel driver.) But this time, while still offline, download and run this driver package for the Surface Book 3:
https://www.microsoft.com/en-us/download/details.aspx?id=101315
The installer should only install the missing drivers, in this case both graphics drivers, after which point you can restart again, go back online, and see whether the GPUs both appear in the Device Manager.
What is happening is when I launch a game (Sims 4), and start to play, I hear this sound in the background and then it freezes. I played it on the window option so it is easier to get out of the game to my desktop. From there, I opened device manager and the only graphic display showing is the intel and the Nvidia is not there anymore. So I have to reinstall it and it shows up. But why is this happening when it use to didn’t do this? I haven’t done anything to my computer to mess up the graphics so why is this a continued issue? Like right now, both are showing and as soon as I try to play the sims, it’s going to crash. I don’t know what to do to fix this
@panther1977_1 Try forcing Windows to use the Nvidia card for Sims 4. Under Windows Settings > System > Display > Graphics settings, click Browse, find TS4_x64.exe on the list, and choose the high-performance setting.
Hey, thanks for the reply: The settings were set on high performance which is the Nvidia and it has been crashing so that isn’t working.
@panther1977_1 I've asked for a second opinion on your issue, so please post a fresh dxdiag, one run now. I'd also like to see the results of some hardware logging. Please download hwinfo (it's free) from here:
https://www.hwinfo.com/download/
You don't need to install anything; just choose the Portable version, unzip it, and launch it from Downloads or wherever you like. If you do want the full installer, be sure to click the button for hwinfo itself, not for lansweeper.
Restart your computer, open hwinfo, choose Sensors Only, and click the button that's a sheet of paper with a + to start logging. Save the log file to your desktop for easy access. Wait five minutes, then open Sims 4 and play until it crashes. Don't alt-tab out of the game or run any other programs, aside from the EA App of course, while you're testing. When you're done, click the same button to stop the logging.
Please upload the log to the third-party filesharing site of your choice (Google Drive, Dropbox, etc.) and link it for me. Either leave it in .csv format or, if you're going to use OneDrive, create a .zip file, and don't open the log before uploading it, or else my log reader might not be able to interpret it.
I had problems opening the Dxdiag file but hopefully you can see it.
@panther1977_1 The link is restricted, as in, I can't access it without signing into Google and specifically into an account allowed access. Please change it to "anyone with this link" so I can download the file.
Sorry about that, I fixed it
@panther1977_1 Some of the hwinfo data from your 1660 ti is odd, to the point where the GPU might not be working properly. So it's worth testing in a different context to see how it behaves. Please download the free 3DMark Demo from Steam, and run Time Spy three or four times, back to back, with hwinfo open and logging. In addition to the new log, please also post the results of at least one Time Spy run. You can do so without a separate account; just click the link to view online.
@panther1977_1 Have you installed the newly-released firmware package for your Surface?
https://www.microsoft.com/en-us/download/details.aspx?id=101315
Rather than simply installing it, please let me know which package you currently have installed, in case it matters here.
Not sure what to look for so I copied this from the Surface app for my computer
I replied to you but I didn't see my comment so I am wondering if they flagged it. I copied the Surface 3 info for my computer but I ended up installing the firmware because apparently I didn't have it because it fully updated.
@panther1977_1 Your other post might have been flagged as spam, which happens for bad or inexplicable reasons sometimes. At any rate, did installing the new firmware help?
No it did not help. I was told by Nvidia techs that because I am getting a code 43, my computer may need to be repaired. This makes no sense to me. I have done everything, followed everything you had me try. All I am trying to do is keep my Sims 4 game from Crashing and it keeps happening. This time I got a code 47.
@panther1977_1 Error code 43 means there's a problem with the device in question, and 47 means that Windows is trying to remove the device. It does seem from what we've seen here that your Nvidia GPU may be faulty, but that's not something that anyone can diagnose definitively over the internet, just guess is more or less likely based on symptoms. That's why I was asking about hwinfo and benchmarks: to look for signs of a problem that were more specific than Sims 4 crashing.
I unfortunately don't have any other suggestions here aside from having the laptop examined by a professional, in person.
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