Error-code-135dec40-3fbbecd0-00000064-0
i just got a new pc, downloaded origin and sims 4 but when i try to run it i get a black screen and then it crashes with this error code 135dec40-3fbbecd0-00000064-00 i only get the error code when ...
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@rallu07 Try manually uninstalling and reinstalling the VC++ runtimes that Sims 4 uses. Start with the latest (2015-2019) runtimes, test, and go from there. Click Windows key-i, select Apps, and scroll down to the Microsoft Visual C++ Redistributables. Click on the 2015 (or 2017, or 2015-2019) versions, both x86 and x64, and Uninstall. (Don't touch the versions from any other year.) Then download and install new versions directly from Microsoft:
https://support.microsoft.com/en-us/help/2977003/the-latest-supported-visual-c-downloads
You need both the x86 and x64 versions, but you can skip the ARM version, which is for a different class of device. Restart your computer before trying to play.
If that doesn't help, you can repeat the process with the 2010 and 2013 runtimes, again both x86 and x64:
2010 x86: https://www.microsoft.com/en-us/download/details.aspx?id=8328
2010 x64: https://www.microsoft.com/en-us/download/details.aspx?id=13523
2013: https://www.microsoft.com/en-us/download/details.aspx?id=40784
And again, restart after reinstalling and before trying to play.
i'm sorry for the late reply, i've been quite busy. i still couldn't fix it but someone said it could be something to do with the bios? i checked and mine is american megatrends inc 2003 10/11/2019, but since i don't know what i am doing when it comes to technology i don't feel like trying to update it myself because i don't wanna brick my pc. i could find someone to do it for me but it's not something i necessarily want to do for now unless it could help with my error so i wanted a second opinion.
@rallu07 I think it's unilkely that this is a BIOS issue. This particular error happens at the Windows level, not the (deeper and more basic) motherboard software level. While anything's possible, this is typically not the kind of problem that responds to a BIOS update.
If you do want to know whether you could update your BIOS, I'd need to know exactly what motherboard you have; you should be able to see a model number on the board, or perhaps in your computer's manual or on the order sheet if you bought a custom build. Installing the wrong version can absolutely brick your computer, so it's important to get the model exactly right, down to the letter.
I'd still lean towards a typical software error though. Did you ever try playing in the new admin user account on your computer? That would be the easiest next step.
Otherwise, since it's been a couple weeks, please run a new dxdiag and attach it to a post.
Please also look for related crash dumps. Click Windows key-R and copy and paste this:
%LocalAppData%\CrashDumps
When you enter, you'll see a list of .dmp files. If one of them is from Sims 4, or Origin for that matter, please upload it to a third-party filehosting site (Google Drive, Dropbox, etc.) and link it here.
If there is no Sims 4 .dmp file, you can enable them:
- Hit the Windows key, type "command prompt" in the box, right-click on Command Prompt in the search results, and select Run as Administrator
- In the window, paste "reg add "HKLM\Software\Microsoft\Windows\Windows Error Reporting\LocalDumps\devenv.exe" /v DumpType /d 2 /t REG_DWORD" without the outside quotes into the box, and enter
- Launch Sims 4 and wait for it to crash (whether you can play at all or not)
- After it crashes, wait for any crash dialogs to finish
- Then hit Windows key-R and paste "%LOCALAPPDATA%\CrashDumps" without quotes into the box, and enter
- Upload the last .dmp file to a free filesharing site and link it here
- When you want to undo the auto crash log dumps, open Command Prompt as before, paste "reg delete "HKLM\Software\Microsoft\Windows\Windows Error Reporting\LocalDumps" /f" without the outside quotes, and enter.
During all of this, please continue to use a clean Sims 4 user folder, just so that there aren't any complicating factors.
If you don't get any dump files with the above either, that's still useful information, as in, the game isn't crashing, something is blocking it.
i have tried running with a new admin account and i still get the error
the only dump files that i found were "GfxLauncher.exe.10740" and "GfxLauncher.exe.14728" and after entering the commands i didn't get any from sims or origin.
i have attached a new dxdiag as well
@rallu07 Do you have GeForce Experience installed, and do you have it set to optimize settings for Sims 4? If so, please disable that setting. It might be helpful to uninstall GFE entirely, but the cleanest way to do that is to uninstall and reinstall the graphics driver, this time without GFE. Before you go that route though, I'd like to see the gfxlauncher dump files you mention.
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