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GieSunn's avatar
GieSunn
New Traveler
9 days ago

Game constantly shutting down

Hello, 

After new game update, my game has been shutting down after about 15-20min gaming. This has never been tuis common before. Also one time, when I tried save the game, it froze and shut down. I have tried fix the game. Don’t have mods or CC. 

6 Replies

  • s_stutler's avatar
    s_stutler
    Rising Veteran
    8 days ago

    Without CC and Mods, the options are pretty limited on what is causing this and how to fix it. 

    1st. Backup your Saves and Tray. 
    Then. Do a Game Repair. 
    If the Game Repair doesn't work, you can try a Soft Uninstall. 
    (To Do This: Remove your User Settings Configuration, Saves, Tray, and Screenshots (if important) from TS4 folder. Then delete the entire folder. (Make sure the location is: Documents/ElectronicArts/TheSims4 <---  Start your game as usual from the EA App, it will reinstall, but take less time VS a complete uninstall. 

    If a Soft Uninstall doesn't work, the only other option is to completely uninstall and reinstall. 
    Don't worry, you shouldn't lose your playtime hours, but make sure you create a backup of your Saves, Tray, Screenshots, and User Settings Configuration because YOU WILL LOSE THOSE if you don't. 

    If that doesn't work, report it as a Bug over in the Bug Forums. 

  • GieSunn​  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.

    s_stutler​  The options aren't "pretty limited" for troubleshooting.  There are plenty of system issues that could cause this, and it's easy to look for them in a dxdiag.  And removing user files isn't a "soft uninstall," in fact it shouldn't be called an uninstall at all because it has nothing to do with the program files.  We refer to this as a "clean user folder" or "factory reset."

    And of course there are lots more options than doing an actual uninstall if the clean folder doesn't help.  Plus, doing an actual uninstall shouldn't ever delete user files, although it is always best to have backups.

    Finally, this should NOT be reported as a bug.  It's not a bug, it's a system issue.  If it were posted in the bug forum, the thread would just be moved right back here.

  • s_stutler's avatar
    s_stutler
    Rising Veteran
    8 days ago


    puzzlezaddict​ 

    Clearly, I've got a lot to learn still on how to troubleshoot this issue. O.O This is why you're A HERO, and I'm a "rising veteran" XD 

    Within my limited understanding of why this is happening, I know only "the basics" to fix the issue. 

    I wish I knew how to read a dxdiag or what to do with it. XD 

    I will start using this new term for this method. "Factory Reset" VS "Soft Uninstall" 

    In The Community in general, in the groups outside of The Sims Forums, anything that isn't related to CC and Mods, is typically regarded as "a bug" Basically, if we can't fix it on our own. XD 

    Oh how I love this game, and all the growth and learning it still offers for us all. <3 

  • s_stutler​  I understand.  The thing is, when you tell someone that there are "limited options" to help them, as an objective statement of fact, you might convince them that the problem isn't fixable, or at least that they shouldn't bother coming back here.  It's fine not to know how to help with a particular issue—we all have categories in which we don't have much to offer—but that's different than saying no one else can help either.  And that's what I was reacting to.

    I learned how to read a dxdiag by watching other people do it, matching what I saw in the file with what they said; and by asking questions when I could find someone who knew things and had the time and the willingness to explain the concepts to me.  It was a long process, and I still ask for help sometimes when I don't recognize a particular error.

  • Frantztztz's avatar
    Frantztztz
    Rising Traveler
    7 days ago

    Same, the game had 3 crashed in an hour since the last update. Please fix this game, EA !

  • Frantztztz​  If you'd like help, please create your own thread describing the issue in more detail, for example when the game crashes (what you're doing at the time) and whether you see an error message.  Please also attach a dxdiag to your post; how to do so is described above.

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