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Taste_Veng3nce's avatar
Taste_Veng3nce
New Novice
5 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
    4 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.

3 Replies

  • FranBen7's avatar
    FranBen7
    Newcomer
    18 hours 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

  • Taste_Veng3nce's avatar
    Taste_Veng3nce
    New Novice
    21 hours 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

  • puzzlezaddict's avatar
    puzzlezaddict
    Hero+
    4 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.

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