oceannetavarez Do you play other demanding games on this laptop? I'm wondering whether it works outside Sims 4. Part of the reason I ask is that there are no new Windows errors in your newer dxdiag, which means either the issue that caused this most recent black screen didn't get recorded, or it's not a Windows error at all. That in turn could mean a hardware issue, although it's certainly not definitive.
At any rate, if you do have another reasonably-demanding game to test, please do so. If you don't, try the free 3DMark demo from Steam. Run Time Spy a few times in a row, or until your computer crashes, and let me know what you see.
Hey so, while I was waiting for your answer my boyfriend and I decided to try a few things. It is my boyfriend’s laptop I play in, so he does have many other demanding games installed that we tested and everything seemed to be working properly, but then we tried one more time on The Sims and the issue happened again. After that, our laptop started crashing for almost anything. We tried once again to uninstall the game and install it again, and while it was downloading, the laptop crashed and it kept crashing over and over again, even while restarting. The laptop will work just fine as long as it doesn’t open anything EA related and that is definitely the craziest bug I have ever seen. Do you happen to know something about this? I’m afraid that we will have to reinstall Windows and lose all of our information.
Community Manager
