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Kyllexx's avatar
Kyllexx
3 years ago

Brand New PC Sims 4 keeps crashing

Hi, I recently purchased a brand new PC for the purpose of playing the Sims 4. I have brand new install with no CC and the game keeps crashing. Please help!!  This is the exact PC I have: https://ww...
pc
Kyllexx's avatar
Kyllexx
3 years ago

No, there are no blue screens and when it crashed out of Sims to the desktop, the computer runs fine. I updated the driver and still the same issue.

puzzlezaddict's avatar
puzzlezaddict
Hero+
3 years ago

@Kyllexx  Is there any pattern to the crashing, for example during a travel transition or when you're playing on a certain lot?  Let me know if you can think of anything at all.

In the interim, please try playing in a clean boot.

https://support.microsoft.com/en-us/topic/how-to-perform-a-clean-boot-in-windows-da2f9573-6eec-00ad-2f8a-a97a1807f3dd

Leave the EABackgroundService enabled, which the EA App needs to run, but disable everything else as described.  When you reboot, go through the Task Manager's background procesess list shutting down everything that doesn't absolutely need to be enabled: anything from MSI Afterburner to RGB software might still be active.  If you accidentally kill the wrong process and it doesn't restart on its own, just reboot your computer again.  Please also put the EA App in offline mode before launching the game.

  • Kyllexx's avatar
    Kyllexx
    3 years ago

    There is no pattern to the crashing and unfortunately it seems to be happening quicker and quicker the more I play. When I first got this PC I could play for a couple hours before it crashed. I figured it was CC related so I took out all the CC and it was still crashing, and it started happening sooner after booting up the game, 20-30 minutes. I then completely removed the Sims 4 folder to start the game fresh and now I can't play for 10 minutes without it crashing. 

    I have not tried the clean reboot yet but will be trying that as soon as I get the chance.

  • Kyllexx's avatar
    Kyllexx
    3 years ago

    So unfortunately I did the clean reboot and the crash still happened. I have updated my game with the most recent update. Still no pattern to the crashes and like I said earlier it just quits out to the desktop - no blue screens/freezes/etc. I attached the updated dxdiag.

    • puzzlezaddict's avatar
      puzzlezaddict
      Hero+
      3 years ago

      @Kyllexx  I'd like to see the results of some hardware monitoring.  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; if your entire computer crashes, the log should be intact up until that point.

      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.

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