Brand new PC: Game keeps randomly crashing
Hello there, I just got a new high-end gaming laptop and was looking forward to playing Sims 4 on it. I have played for years and have never had this issue on my old laptop (which was otherwise perf...
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linalush I don't know anything about troubleshooting Unreal games, but the error is clear enough: the game crashed because the D3D device (that would be the GPU) was "lost," i.e. no longer available. That likely means the driver crashed, since that's what you've been seeing in Sims 4.
Since this is a new laptop, I would honestly just RMA it. You don't want to have to play even Sims 4 on integrated graphics, let alone more demanding games. And you already clean-uninstalled the Nvidia driver and tried the one that Acer specifically says is fully compatible with your laptop.
When requesting the RMA, bring up that point: DDU plus the Acer-provided driver didn't fix the issue. Say that Sims 4 ran fine on the iGPU as well. The technical name of the more common error you're getting, the one that only crashes the game, is LiveKernelEvent 117; the BlueScreen code is 116. That should be enough for someone with technical knowledge to understand the immediate problem, along with the fact that you've done what you would have needed to in order to fix this kind of problem on the software side.
Practically speaking, there might in theory be some settings you could use to get the Nvidia chip to work, for example undervolting or underclocking. In practice, a new computer should just work, and if it doesn't, the problem might get worse quickly. So use the warranty and get a system that works the way it should.
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