Freezing/crashing

klilyona​  I would DDU the Nvidia driver again and install the oldest version currently available from Nvidia.  You can find them here:

https://www.nvidia.com/en-us/geforce/drivers/

Choose Game Ready Driver as the download type so you can go back further, and you should see drivers from July 1 and 22.  Try the first, and then the second if the first doesn't help.

The reason I suggest this is because some newer drivers, including the one you currently have installed, appear to have had issues with older GPUs, although I don't know how much of what I saw at the time could be attributed to other factors.  (There were clearly some problems with some versions though.)  The newest drivers may be fine too, but I know that the ones from July 1 and 22 worked well.

If that doesn't help, try running Sims 4 on the Intel iGPU.  You'd lose a lot of performance, but the important question is whether the game is stable.  Open Windows Settings > System > Display > Graphics settings, click Browse, find TS4_x64 on the list, and choose the power-saving option.  Then right-click the desktop, choose the Nvidia Control Panel, click Manage 3D Settings > Program Settings, find TS4_x64, and choose the integrated graphics processor.  Both these settings matter at least some of the time.

No worries at all, you got here fast :)

I am definitely still interested in troubleshooting. What are some things you suggest I try? 

Thanks :)

klilyona​  Sorry for the late reply; I was away from the forums for a while.  The errors in your newest dxdiag are all crashes of the graphics driver, which could indicate a problem with the GPU rather than the driver.  But before you spend money on a new laptop, it's worth doing a bit more testing, that is if you're still interested and still trying to troubleshoot the issue.

Same happening to my game

Here's my dxdiag/crash report for today (11/8/25) following the new update + repairing the game packs/kits/expansions. 

Question: would it be beneficial to get a new laptop (I'm due for one anyway, this one is 8 years old) if this issue keeps happening, or would this happen on a new computer as well?

Thanks!!!

Hello again!

Sorry for how long it took to get back to you, life has been very busy. I did what you recommended with my Nvidia driver in the exact order you typed out for me, and I'm still having issues. Below is my dxdiag from the most recent crash a few minutes ago. My screen has mostly, as I may have said in the original post,  been going white and freezing, sometimes crashing and shutting the game itself, sometimes freezing white and forcing me to force-restart my entire computer in order to exit the application. This time it didn't go white, just crashed and closed the game to bring me back to my "home page" (computer background, I'm blanking on the term to refer to it). 

I've also, alongside the most recent dxdiag, included the results of the Reliability Monitor scan. I'm not very tech savvy so I will need help deciphering what the results mean. I've included full screenshots taken with my snipping tool application. 

Thank you again, so so much. 

(P.S.: Once the new free update comes out (the one with the massive bug-fixes that's been announced), I plan on trying again with the update installed and will let you know if the problem still occurs after that, too.)

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.

I think I did this right, but let me know if not :)

thanks for your reply

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.