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Taste_Veng3nce's avatar
Taste_Veng3nce
New Novice
25 days ago
Solved

Crashing on loading screen

Hi,

I recently installed The Sims 4 for the first time, but it keeps crashing on the startup screen. The music starts playing after The Sims 4 logo displays and then it crashes. I don't have any mods installed. I'm running it through Steam, if that makes any difference

I've tried the following:

  • Checked my drivers are up to date
  • Running in windows mode and on different resolutions
  • Doing a clean boot and running
  • Deleting localthumbcache.package
  • Reinstalling the game (twice)
  • Verifying the game files
  • Running the game in DX9 instead of DX11
  • Turned off any overlays, like NVIDIA and Steam
  • Turned off v-sync and ran in windowed mode
  • Setting the monitor refresh rate to 60hz
  • Limiting max fps to 60

 

crashing
launching
steam
  • puzzlezaddict's avatar
    puzzlezaddict
    24 days ago

    Taste_Veng3nce​  Thanks for the dxdiag.  The errors at the end show that Sims 4 is crashing because a component of Razer Chroma is crashing, so please uninstall Chroma.  If that doesn't help, uninstall any other Razer apps you have.  Removing and reinstalling them may be sufficient to clear up the issue, but please do test with them removed.

4 Replies

  • puzzlezaddict's avatar
    puzzlezaddict
    Hero+
    24 days ago

    Taste_Veng3nce​  Thanks for the dxdiag.  The errors at the end show that Sims 4 is crashing because a component of Razer Chroma is crashing, so please uninstall Chroma.  If that doesn't help, uninstall any other Razer apps you have.  Removing and reinstalling them may be sufficient to clear up the issue, but please do test with them removed.

  • Taste_Veng3nce's avatar
    Taste_Veng3nce
    New Novice
    21 days ago

    puzzlezaddict​ This fix worked for me. I should've looked into the DxDiag file before asking here. I think I only quickly glanced at the UI and saw no issues. Thanks for pointing that out, even if it was obvious in hindsight. Strange that it hadn't affected any other games in my library though

  • FranBen7's avatar
    FranBen7
    Rising Newcomer
    21 days ago

    Having a lot of issues myself.. Delivery error which results in failure to save so can't play anymore (error code 20)..

    If you could help, much appreciated! Added DxDiag: I can see 'StoreAgentInstallFailure1' but don't know what that means

  • puzzlezaddict's avatar
    puzzlezaddict
    Hero+
    20 days ago

    Taste_Veng3nce​  I don't know why Chroma and certain other Razer apps occasionally stop working with Sims 4, or why only this game is affected most of the time.  But it's common enough to be one of my first suggestions, so whatever Razer is doing, it apparently hasn't addressed this issue.

    Glad the fix was that simple.

    FranBen7​  Please try the suggestion in the accepted solution of this thread:

    SDX error, white sim portraits, corrupted save, etc. | EA Forums - 11820162

    The StoreAgentInstallFailure error is a Windows update error, referring to the Windows Store, which is a kind of backup copy of Windows that the OS can use to repair itself.  If you want to try to clear these up, run a couple of basic checks of your Windows system files:

    • Click Windows key-X
    • Choose either “PowerShell (Administrator)” or “Windows Terminal (Administrator),” whichever option is offered
    • Inside the window that appears, copy and paste “DISM.exe /Online /Cleanup-image /Restorehealth” without quotes, and enter
    • The system will start validating soon. If it throws an error, please list it here
    • After it reaches 100%, click Windows key-X again
    • Again, choose “PowerShell (Administrator)” or “Windows Terminal (Administrator)”
    • Inside the window, copy and paste “sfc /scannow” without quotes, and enter
    • Post the message you receive here


    Restart your computer, hit Windows key-i, select Update & Security, and click the box to check for updates.  If any install, restart again afterwards.

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