Crashing on intro screen!
Hi, hoping someone can help me figure out this issue. The game will launch and get as far as the EA/Maxis screen and crashes back to the EA Desktop app. I have tried to uninstall and install many t...
Forum Discussion
@CDP445 If you have any Razer software installed (Chroma, Synapse, etc.), please try uninstalling it. If that helps, you can reinstall it again, one app at a time, and test; sometimes all it takes to fix this issue is uninstalling and reinstalling. But please do test once with everything uninstalled to confirm whether this software is the issue.
If that doesn't help, please try playing in a clean boot.
The one service to leave enabled is the EABackgroundService, which the EA App needs in order to run. Disable the rest as described.
When you reboot, go through the Task Manager's background processes list shutting down anything that doesn't absolutely need to be running, for example apps like MSI Afterburner or 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.
If this helps, start reenabling the services a few at a time until the game stops working, then split and test that last batch of services until you find the one causing trouble.
I have no Razer software installed and have uninstalled and reinstalled the game and the issue is still arising.
I have tried a clean boot with just EABackgroundService enabled and it is the exact same. I have no unnecessary apps running in the background and all of my RGB software is disabled. Is there anything else you know of that could cause this issue?
Thank you for your reply and the effort you give this community, you truly are a blessing!
@CDP445 The particular errors in your dxdiag are almost always caused by a conflict between Sims 4 and something else running on your computer. So please try again, still in a clean boot, except this time also disconnect all nonessential peripherals, which basically means everything except your keyboard and mouse. Even if you'd never play without headphones, it's still a useful test.
If that doesn't help, try playing in a new admin Windows account. Make it a local account, as in, don't link it to your Microsoft account, and don't sync with any other services you normally use. You'll be able to sign into the EA App and launch Sims 4 without needing to reinstall anything.
These errors aren't usually specific to one account, but it should only take a couple minutes to make a new account and test the game. If that helps, it points to something in your main account, and we can go from there. If not, you've eliminated the account settings and user data as possible causes.
Even after unplugging everything except my keyboard, mouse and display port, the problem still occurs. I never had this issue up until I updated the game to the most recent update.
The same goes for making a new admin Windows account. I even tried a clean boot with this account and the game still crashes before the main menu.
Thank you again for your ongoing help!
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