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felixiro's avatar
felixiro
New Novice
2 months ago

First Time Install -> Crash On Launch

Hello! Not sure where else to turn. I have done 2 complete uninstalls/reinstalls of both the EA app and TS4. Have removed all expacs. I have cleared cache. I have ran as administrator. I have updated drivers accordingly with their software. I have updated windows to its latest possible iteration. Restarted computer between each change. 

The same thing happens every time. I open the EA desktop app and launch vanilla Sims 4. Window shows big blue Maxis symbol and The Sims 4 insignia. Window closes and I'm staring at the launcher again.

Any help would be appreciated. This PC runs heavier games right out of the box without a sweat, so I'm struggling to understand why this wont even launch. 

Attached is the file from dxdiag. If another crashlog is needed, please let me know where to find it and I will attach it promptly.

crashing
ea app
launching
no cc or mods
  • puzzlezaddict's avatar
    puzzlezaddict
    2 months ago

    felixiro  This StackHash error, and I'm sure you can see there are a lot of them, is currently mostly related to ReShade or GShade.  Hopefully if you did initially install either of those, you removed it when uninstalling and didn't add it back, but I do want to mention it.

    The usual cause of this error over the past couple of years has been a software conflict, most commonly a Razer app.  So if you have any of those—Game Manager Service, Cortex, Synapse, whatever—please uninstall them for now.  You may be able to reinstall later, but please test without the apps.

    If that doesn't help, please try playing in a clean boot:

    https://support.microsoft.com/en-us/topic/how-to-perform-a-clean-boot-in-windows-da2f9573-6eec-00ad-2f8a-a97a1807f3dd

    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 your computer, go through the Task Manager's background processes list shutting down any service that doesn't absolutely need to be running, for example anything from MSI Afterburner to RGB software might still be enabled.  If you accidentally kill a critical process and it doesn't restart on its own, just reboot your computer again.

    Don't open anything other than Sims 4 and the EA App while testing, not even a browser window.

  • felixiro's avatar
    felixiro
    New Novice
    2 months ago

    I also tried adding all the EA files, folders and locations to my Windows Defender exceptions list.
    Found this crash log with the "perfmon /rel" command from another post here. Maybe this can help?

    Description
    Faulting Application Path:    C:\Program Files\EA Games\The Sims 4\Game\Bin\TS4_x64.exe

    Problem signature
    Problem Event Name:    BEX64
    Application Name:    TS4_x64.exe
    Application Version:    1.109.207.1020
    Application Timestamp:    66f5af09
    Fault Module Name:    StackHash_4bc0
    Fault Module Version:    0.0.0.0
    Fault Module Timestamp:    00000000
    Exception Offset:    PCH_87_FROM_ntdll+0x000000000009E044
    Exception Code:    c0000005
    Exception Data:    0000000000000008
    OS Version:    10.0.19045.2.0.0.768.101
    Locale ID:    1033
    Additional Information 1:    4bc0
    Additional Information 2:    4bc0081577b50035c3fe9c23871749b0
    Additional Information 3:    97e9
    Additional Information 4:    97e9ef5054b5692b4481307b22631bff

    Extra information about the problem
    Bucket ID:    c0d2ab5dc45ba6c9a74d2e0f3ab7a046 (1679048879023562822)

  • puzzlezaddict's avatar
    puzzlezaddict
    Hero+
    2 months ago

    felixiro  This StackHash error, and I'm sure you can see there are a lot of them, is currently mostly related to ReShade or GShade.  Hopefully if you did initially install either of those, you removed it when uninstalling and didn't add it back, but I do want to mention it.

    The usual cause of this error over the past couple of years has been a software conflict, most commonly a Razer app.  So if you have any of those—Game Manager Service, Cortex, Synapse, whatever—please uninstall them for now.  You may be able to reinstall later, but please test without the apps.

    If that doesn't help, please try playing in a clean boot:

    https://support.microsoft.com/en-us/topic/how-to-perform-a-clean-boot-in-windows-da2f9573-6eec-00ad-2f8a-a97a1807f3dd

    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 your computer, go through the Task Manager's background processes list shutting down any service that doesn't absolutely need to be running, for example anything from MSI Afterburner to RGB software might still be enabled.  If you accidentally kill a critical process and it doesn't restart on its own, just reboot your computer again.

    Don't open anything other than Sims 4 and the EA App while testing, not even a browser window.

    • felixiro's avatar
      felixiro
      New Novice
      2 months ago

      EDIT: It was all Razer Synapse software. Simmers be ware!

      Hello puzzleaddict!
      Thank you so much for the quick and clear response. I'm a beginner when it comes to troubleshooting things, so I don't always know where to look first.

      I was able to get the game to launch with a clean boot, meaning it was definitely a background software conflict. I'm not sure what ReShade or GShade are, but I did turn off all Razer software. I'm planning on slowly reintroducing other programs to the system, and will update with which one is the culprit, when I eventually get it to brick the game again. 

      In the meantime, we've got a green plumbob and a new house on Willow Creek!
      Thank you again, I really do appreciate your time and help with getting this sorted! You're a sim-saver! :D

  • puzzlezaddict's avatar
    puzzlezaddict
    Hero+
    2 months ago

    felixiro  I'm so glad to hear it, and I would love to know which service(s) Sims 4 doesn't like when you figure it out.

    ReShade and GShade are utilities that change the graphics of various games and are somewhat popular with Sims 4 players.  (Think Nvidia Freestyle but with more options and also presets you can use rather than configuring your own settings.)  If you do want to try one at some point, make sure you're installing the DirectX 11 version rather than DX9, as that's most of the trouble right now.

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