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LostForce15's avatar
LostForce15
Newcomer
7 hours ago

Game crashes after opening animation

I have a fresh install of Sims 4 on a new gaming laptop (ASUS TUF A16). I open the game via the EA App, it loads the opening animation then flashes a very quick white screen and crashes, bringing me back to the EA App. I haven't played on this PC so I have no save files, no mods. I've tried the following fixes:

EA App

  • Uninstalled and reinstalled EA App
  • Deleted leftover AppData folders and did a clean reinstall
  • Ran EA App as administrator
  • Turned off EA App in-game overlay

Sims 4

  • Repaired Sims 4 files through EA App
  • Launched TS4_x64.exe directly as administrator bypassing EA App
  • Forced DirectX 9 via Options.ini and launch shortcut target
  • Set Sims 4 to High Performance GPU in Windows Graphics settings

NVIDIA

  • Updated graphics drivers to 610.47 (5/26/26 Game Ready Driver)
  • Turned off NVIDIA in-game overlay
  • Uninstalled NVIDIA App
  • Reinstalled driver via Custom Install with clean install option

McAfee

  • Uninstalled McAfee and ran MCPR removal tool

Diagnostics

  • Checked Event Viewer — no red errors found
  • Checked Sims 4 game logs — only config.log present
  • Ran DxDiag — identified NvCpl.dll access violation and repeated LiveKernelEvents

Here is my DxDiag file. Thanks!

3 Replies

  • LostForce15​  Thanks for the dxdiag, which shows that the Windows USB-C driver is crashing over and over.  (In fact, this has crowded out any other errors that might exist.)  Do you have any USB-C devices plugged in, and if so, does the game run without these?  I realize you might not want to play without, say, your external mouse, but it's worth testing at least.

    If that doesn't help, please look for new errors in the Reliability Monitor.  Click Windows key-R and enter perfmon /rel in the run box, 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.  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.

  • LostForce15's avatar
    LostForce15
    Newcomer
    6 hours ago

    Thanks for your response. Nothing plugged into the USB-C ports, the crash still happens. Here are screenshots of the relability monitor from yesterday (5/25) and today. There are several critical events from yesterday which is when i first encountered the issue. 

  • LostForce15​  For the failed Windows updates and any other system issues, please run a couple of basic checks of your Windows system files:

    • Click Windows key-X and select "Powershell (Administrator)" or "Windows Terminal (Administrator)" , whichever you see
    • In the window that appears, copy and paste "DISM.exe /Online /Cleanup-image /Restorehealth" without quotes, and enter
    • The system will take a little while to validate; if it throws an error, please list it
    • Otherwise, copy and paste "sfc /scannow" without quotes into the window, and enter
    • Post the message you receive


    Restart your computer, open Windows Settings > Update & Security, click the box to check for updates, and if any install, restart again afterwards.

    If you get more Nvidia Container errors, please do a clean uninstall and reinstall of the graphics driver, as described here:

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

    However, I'm beginning to wonder whether Sims 4 might not get along with the newest Nvidia drivers.  It's just a theory at this point, but I would suggest installing a slightly older driver first.  It's easy to update (the normal way) from there, but going backwards requires using DDU again.  You can get older drivers here:

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

    I would try version 591.46, from January 27, since the next driver afterwards was a major update (you can tell from the version numbers).  You'll want a Game Ready Driver, not a Studio version.

    If this doesn't help either, I'd also like to know what the "Microsoft Windows O..." entries are in your second screenshot, both the full title and the technical details.  Right-click the error name to get more info.