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klilyona's avatar
klilyona
Rising Novice
16 days ago

Freezing/crashing

Hello, this is my first post here so I apologize if I do anything wrong.

My game has been crashing (particularly in build-mode but also outside of it) and/or freezing since I downloaded the nursery kit last year. I use some basic mods (primarily **bleep**), but even turning them off doesn't seem to help at this point. They've been inactive/turned off in game for months. I have uninstalled and reinstalled the game entirely, and this also didn't help. I use an NVIDIA driver and always have, and recently installed a different, earlier version in an attempt to fix my issue. It did not.  I have searched through the sims 4 discord as well as various forums, EA-run and otherwise, and none of the solutions offered have helped. I have tried everything I've been able to understand. 

At this point, I can play maybe 5 minutes if I'm lucky. It's been about a year now that this has been happening. I keep up with updates, and repair the game/packs regularly. I'm very frustrated because I've spent a lot of money on this game, and I've had it since it came out. I got the first pets pack on disc I've been playing for so long. I don't know what to do, and I'd really appreciate some help/suggestions on how to fix my game. 

Thank you.

4 Replies

  • klilyona's avatar
    klilyona
    Rising Novice
    2 days ago

    Thank you very much! I'll try these and reach out again afterwards :) 

  • klilyona​  Yes, you did this correctly.  And your dxdiag lists a pile of crashes of one of the graphics drivers.  It's impossible to say which one from this information, and the driver for the iGPU is old anyway, so it would be best to do a clean uninstall and reinstall of both drivers.  Here's how:

    https://crinrict.com/blog/2019/02/clean-re-install-of-graphics-drivers-with-display-driver-uninstaller-ddu.html

    Use the newest drivers HP provides for your laptop.  Go here:

    https://support.hp.com/us-en/drivers/laptops

    Enter your serial number, choose your OS (just Windows 11 is fine) if prompted, click All Drivers, expand Driver-Graphics, and download the newest AMD and Nvidia drivers by version number.  The first number matters most, e.g. 32 is newer than 31; after that, the last four numbers matter.

    The proper order of operations is uninstall the Nvidia driver > uninstall the AMD driver > restart > reinstall the AMD driver > restart > reinstall the Nvidia driver > restart, all while your computer is offline.

    If this doesn't help, please post a new dxdiag, after the next crash.  Please also look for new errors in the Reliability Monitor.  Hit Windows key-R and enter "perfmon /rel" without quotes, and you'll see a chart of errors and updates with a column for each day.  Today is on the right.

    Look for an error that happened at exactly the time of your most recent Sims 4 crash, specifically after uninstalling and reinstalling the graphics drivers.  If you find one, double-click it to see more details, then copy that info and paste it into a reply here.  If you don't see a new error, check back in an hour or so—the Reliability Monitor doesn't always update right away.

  • klilyona​  Please provide a dxdiag.  Click Windows key-R, enter dxdiag in the run box, wait for the scan to finish, click "Save all information," and save the file to your desktop.  From there, you can attach it to a reply using the paper clip (Attachment) icon included with the other formatting buttons.

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