Brand New PC Sims 4 keeps crashing

Apologies for the delay. I appreciate all of your help so far. Here is the link to the requested file: https://drive.google.com/file/d/1pa8NWfUT5tlTdwKvQXhU1YgkzRnPVYx6/view?usp=sharing

Hi, just hoping you are still able to help! I would love to be able to play my game. Thank you!!

@puzzlezaddict 🙂 

@Kyllexx  I'm so sorry for the late reply.  I had to do some reading about some of the values in your hwinfo log—my computer doesn't display these, and I had no idea what they were or what the correct values would be.  But I had to put that aside, and while I meant to come back to it, I never did.

Anyway, I figured out what I was looking at last night, or at least most of it.  Your hwinfo log does have one major anomaly that I can't explain, which is that the power supply is reporting values that are impossible, as in, the computer wouldn't be running at all.  That's obviously a mistake on the PSU's end, but it makes diagnosing the problem a little more complicated.

What is clear from your hwinfo log is that your other components, or at least the graphics card and the motherboard, are receiving less than the full 12 volts they need.  The voltage starts out at or just above 12 and then drops gradually to somewhere between 11.6 and 11.9, depending on the sensor.  This alone would be enough to cause game crashes, or computer crashes.

The other interesting detail is that while the PSU values are off for all three rails (3.3, 5, and 12 volts), the readings are all quite steady.  So it's possible the PSU is generating the correct voltage and the problem is downstream.  It's also possible that this particular unit is bad or that it was installed improperly.

The first thing to do here is to open the case and look at the power supply.  Make sure that its fan is facing an opening where it can draw in fresh air, not just a solid panel, and that the fan can spin without obstruction and isn't visibly dusty.  (You can blow on it, or turn on the computer with the panel off, to check.)  Unplug and reconnect every cable on the PSU end, then on the other ends.  You don't need to pull the cables out and back in; it'll be obvious which ones belong to the power supply, and you can just find the correct terminals on the motherboard and graphics card.

While you're working inside the case, make sure the CPU cooler fans can spin properly and aren't dusty as well.  The hwinfo log shows that your processor is getting quite hot under a very mild load, and while it didn't overheat in this session, its temperature was far too high for its current load and hadn't yet leveled off.  This could be a problem with the cooler itself or due to insufficient mounting pressure or thermal paste, and you wouldn't be able to diagnose the latter without removing and remounting the cooler.

Other case and component temperatures were normal to high, so check the other case fans, and make sure all the fans are spinning properly when the computer is on.

If all of this is more than you're comfortable handling, and you don't have a friend that's handy with computers, you might want to take the PC to a repair shop for an in-person diagnosis.  A shop would be able to test the PSU separately, so you'd know whether it was defective, and also check the CPU cooler and the fans.

The other option, of course, is to return the computer, but I don't know whether you'd want to do that.  The fact that you bought it from Amazon makes things more complicated, since there's no physical store to visit that would cover warranty repairs.  In your position, I'd fix the computer myself—it's a great build for Sims 4, and I wouldn't expect to have to put in too much effort—but not everyone wants to do that.

If you are contacting Amazon about a repair or return, you can use the phrases "processor reaches 90ºC under 20% load" and "voltage drops as low as 11.6V on the 12-volt rail" to explain the problem.  And don't let anyone tell you either of these is normal or acceptable, because they're not.