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NoahLGP's avatar
NoahLGP
Seasoned Ace
5 years ago
Solved

[FIXED] [PC/MAC] [XB1/PS4] June 3 Patch crash

Product: The Sims 4 Platform:PC Which language are you playing the game in? Français How often does the bug occur? Every time (100%) What is your current game version number? 1.63.133.1020 Wh...
  • EA_Mai's avatar
    EA_Mai
    5 years ago

    Hi everyone,

    A new update is now available on console as well:

    We have a small but important update for you to address some critical issues that affect all players across Xbox One and PlayStation 4. Thank you for your reports and assistance in tracking down these issues.
    - Fixed an issue in which the game crashed or quit upon loading game saves that were created prior to the June 3rd update.
    - Fixed an issue in which Error code 122:1c9cf40 would appear and loaded the Manage World screen and prompted Simmers to restart the game.

    With this, the crashing issue when loading your saves should no longer happen. 🙂

    If you are still experiencing any issues after updating, please, look for a topic describing the same issue your game has or open a new thread .

    Thank you,

    -Mai

playmouthx's avatar
playmouthx
5 years ago

I don't have any mods or cc just the genuine packs from ea.

It's happening with my new saves not with the old ones ☹️ 

Literally can't run the game coz every time I choose button play the game crashes after 5 second of loading.

@EA_Mai 

EA_Mai's avatar
EA_Mai
5 years ago
@playmouthx Thanks for checking that, and sorry to hear you are experiencing this. Would you mind doing one more test? Repair your game by right clicking on it on Origin and choosing 'Repair'. With this we will make sure it's not caused by something going wrong during the download.

If after repairing your game it's still not working, would you be ok sharing the saves that are not loading with us? This is how you can do it: https://answers.ea.com/t5/Bug-Reports/INFORMATION-How-to-Send-User-Files-to-The-Sims-4-Team/td-p/6065302
    • anchesenamon's avatar
      anchesenamon
      Seasoned Ace
      5 years ago

      Hi! I'm having the same issue as well. Two of my recently played saved games crash the game after I hit Load. I have no cc, or mods. I have all the packs. I have repaired the game twice, restarted my computer and nothing!

      • EA_Mai's avatar
        EA_Mai
        5 years ago
        - Marking as solution for visibility purposes only, this is not a solution -

        Hi everyone,

        If after installing June 3rd patch your game is crashing when you press 'Play' from the main menu to load your save, you are in the right thread.

        Thanks for your reports and sharing details with us on what you are experiencing. I've merged several threads into this one as to keep all information together.

        If you haven't already, please, make sure to remove your mods & CC from the 'Mods' folder, as incompatibilities with outdated mods can cause the game to crash as well, and testing without mods is the only way of making sure the issue is not caused by those.

        It would also be a good idea to repair your game to make sure nothing went wrong with the download. To do that, 

        If your save is still not loading without mods: please know that the team are looking into this issue as I type this, please, keep your broken saves. For now, what we can recommend you is to play with a different save (one not affected by the crash).

        We don't need more saves at the moment as we have enough examples for now.

        We will post here once we have more info to share.

        Thanks once again for letting us know about this,
        -Mai

  • Neutrobyte's avatar
    Neutrobyte
    5 years ago

    I'm having the same issue as many on this thread, and am VERY much unhappy right now.

    I'm a self-employed computer engineer, so I know the process of troubleshooting issues after installing updates.  I have no mods on my version of The Sims 4, which consists of the Base Game, Digital Deluxe Content, Parenthood, Get To Work, Get Famous, and Discover University.  I have had no issues with loading of saves UNTIL I installed the latest update this afternoon.  The game loads to the main screen fine, but when I try to load my main save (which was last used Yesterday), then the loading screen stutters to a halt, comes up with the screen that I have attached to this post.  The first thing I did was "repair" all of the game files via Origin, and that did no good.  I then uninstalled The Sims 4, and re-installed it onto a different drive.  I then came across the crazy issue of succeeding to "download" the Expansions etc, but only to then fail with an error when it went to finalise them.  So I restarted my Desktop, cleared out the Origin Cache, and was then able to complete the reinstallation.  But unsurprisingly this did NOT solve the issue! If I start a New Game, everything is fine, but when you have many households and houses in a Saved-Game, you kind of want to keep using it, especially given it was the new patch that was solely responsible for the problem.

    Below is a link to a Folder containing the Saved-Game that reacts "badly" to the new patch (I indentified it via the date and time), as well as the "LastCrash" file.

    https://1drv.ms/u/s!AmPcD-ueH465i41eIU6C2lRGbF7IvA?e=6Qn0BX

    PLEASE would you be so kind as to either "patch" your new update, so that it doesn't crash everyone's pre-update saved-games, or at the very least REMOVE the update from Origin so that we can all safely reinstall the game?

    Because until you do, NONE of us on this stream will be "happily" playing The Sims 4 again.

  • kaykuy32's avatar
    kaykuy32
    5 years ago
    @EA_Mai I've had the same problem since the game updated this morning on my Xbox One X. I get as far as choosing my saved game, then it goes to load. But only gets so far, then goes black and returns me to the home screen. I've unplugged my Xbox twice to clear out everything and that didn't work. I uninstalled the game and reinstalled, and that didn't work. I don't know what else to do. I've never had this problem before. I really hope it can be fixed because i don't want to lose my progress.
    • chime588's avatar
      chime588
      5 years ago
      @kaykuy32 I’m having the exact same issue on my Xbox one it hasn’t worked since the update which shows you your bills and every time I go onto my sims household it takes me back to the home screen showing a code error and I try to relaunch the game and it doesn’t work I hope they can fix the problem
      • EA_Mai's avatar
        EA_Mai
        5 years ago
        Hi everyone,

        As you already noticed, the patch we released yesterday for PC/Mac addressed this crashing issue.
        For anyone still having issues on PC/Mac, please, open a new thread for your issue, sharing as many details as possible: https://answers.ea.com/t5/The-Sims-4/ct-p/the-sims-4-en.

        This patch is still not available on console, but the team is working hard to bring it to consoles as soon as possible. We will let you know here once available.

        Please, help us keep this thread on topic - this thread is only to discuss the crashing issue that started with June 3rd patch when loading saved games from the main menu.

        Thanks,
        -Mai
  • TwinGoddessLA's avatar
    TwinGoddessLA
    5 years ago

    FYI - i'm not sure if you EA ppl have this fixed but , I believe the issue is with Origin Client or Web Service helper. All my old saves are working. Since your last break where we could not play where someone at EA assisted and told me to go to Services logged in with Admin rights on my PC and disable both Origin Client Services and Origin Web Helper Service fixed that issue.I have them disabled at this time with no crashes, did have a crash yesterday after Origin update. Origin always re-enables Web Helper when it updates so I disabled again. No crashes at this time.

    This is for PC with Windows OS - So possible temp solution until fix is this, it may or may not work

    In Windows search, type Services.

    Run as Admin

    Locate both  Origin Client Services and Origin Web Helper Service

    Right Click and Select properties

    On General Tab:

    Stop service if it is running

    Set Startup Type to Disabled

    Click Apply button

    To all I am not affiliated with EA, but am avid gamer who feels your pain when our games don't work

    • Azzera's avatar
      Azzera
      5 years ago
      @TwinGoddessLA Unfortunately this did not work for me =(
      • TwinGoddessLA's avatar
        TwinGoddessLA
        5 years ago

        that really sucks, EA should have did broader testing before the release.

    • Amalathea's avatar
      Amalathea
      Seasoned Hotshot
      5 years ago

      @TwinGoddessLA I really don't understand what you are saying about some sort of helper file at all as I primarily play on PS4 so any windows Origin suggestions likely aren't going to help me at all.

      However I can say this which might be relivant to what you are saying.

      My old Console save slots all are labeled Save 1, Save 2 etc in the PS4 system file manager. In my game these saves are all labeled Jones Family, CAS, etc but Sony does not recognize that data they are just labeled with a number 1-10. However, now that the update has ruined all those old saves when I create a new game save & change the save name to FML the save is called FML in the PS4 system file manager! This is very new as game saves just couldn't be named before which made trying to remember which save you intended to transfer to cloud & then download to another console a nightmare at times.

      Furthermore when I try to load one of my old broken game saves I can confirm 100% of the time when I am connected to the internet the game crashes during the load process during the spinning green plumbob help message change between the 1st & 2nd help text change. Every time. When I literally unplug all internet in my home restart & load the save my game will load longer but ALWAYS crash on the 6th help text change as the plumbob spins. This cannot be a coincidence. Something is very broken in the save files & how the game now reads that metadata. Whether it's in some sort of authentication phoning home process to EA or whether it is via the method EA uses to deserialize & unpack saves something here is very broken. Whether or not the saves are not completely busted or retrievable is the question. I wish EA would explain what is happening in some way so we don't have to sit here wasting our time trying to investigate the issue or run community sourced QA like this. It is so frustrating playing digital detective for a game I've spent $2k on when this is literally what I do for a living. I'm whining I know but c'mon guys. Any info at all will stop rampant speculations that our saves are toast.

      • ningnomaningnon's avatar
        ningnomaningnon
        5 years ago
        @Amalathea I agree. They need to appoint someone to communicate effectively with their customer base. Or at the very least announce at what regular time intervals they will keep us updated.
        And yes, if you add up all the packs it mounts up to a lot of money. And there are also those who stream/make content using this game who will be inconvenienced.
  • lukehemms's avatar
    lukehemms
    5 years ago
    @EA_Mai Considering how much we all pay for expansions to the game, this is just ridiculous. I have freaking winged llama thumbnails over my city living and cats & dogs worlds. What kind of botch job is this? Looks like somebody hacked The Sims 4
    • DesignerSims's avatar
      DesignerSims
      5 years ago

      I’ve been checking this forum on and off now all day hoping for some news and we’ve had nothing! Like all of us, I’ve poured a lot of money and time into this game and don’t feel like I can play any more if I loose my save with everything in. So frustrating that they never seem to adresse anything or give news at all anymore! Hopefully Paralives will be better that’s my hope for the future haha...

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