Hey there!My game has some kind of problem. I can create a family with no problem, but by putting the family in the world and start playing, the game crashes. I've seen more people report this, and have was told to repair the game in Origin (I've done it); uninstall and install (already done); delete CC (do not use cc). Does anyone know what is going on?

@Caturra75 Please disable Origin's web helper service. In Origin, hover over your username and select Application Settings, then under Application (the first header), scroll down to Start-up options. If that doesn't help, move your entire Sims 4 game folder out of Documents\Electronic Arts and onto your desktop. Launch the game, start a new save (no need to spend much time on it, since this is just for testing), and try to play for a bit. Save, quit, and test again. Let me know how it goes. Your dxdiag also lists a few system errors. It's a good idea to run some checks on your Windows system files. Here's how: Hit Windows key-X Choose either “PowerShell (Administrator)” or “Command prompt (Administrator),” whichever option is offered Inside the window that appears, copy and paste “DISM.exe /Online /Cleanup-image /Restorehealth” without quotes into the window, and enter The system will start validating soon. If it throws an error, please list it here After it reaches 100%, hit Windows key-X again Again, choose “PowerShell (Administrator)” or “Command prompt (Administrator)” Inside the window, copy and paste “sfc /scannow” without quotes into the window, and enter Post the message you receive here

@Caturra75 The Portuguese isn't a problem—most of the relevant information is in either English or Windowsspeak anyway. The most recent Windows error reports show that your your system stopped using your graphics card driver and defaulted to the Windows Basic Display driver instead. This could easily cause the crashes, although there's no indication that this particular error was happening before. Still, a corrupt driver could account for all the game crashes. So it's a good idea to do a clean uninstall of both the Intel and Nvidia drivers. Here's how to do it: First, download Display Driver Uninstaller from here: https://www.wagnardsoft.com/forums/viewtopic.php?f=5&t=2608 Go to HP's driver site, enter your computer's serial number, and download both the most recent Intel and Nvidia graphics drivers. https://support.hp.com/us-en/drivers/laptops Next, take your computer completely offline—disable wifi and/or pull the ethernet cord—and double-click the DDU.exe. Take note of where the file will land, and click Extract. If it's easier, you can copy the path (ctrl-C) and then paste it (ctrl-V) into the address bar in a File Explorer window. Open the folder and then Display Driver Uninstaller.exe, and you'll get a message that you're not in Safe Mode. Click OK, then go to Options and enable Safe Mode dialog. Here's a screenshot of what your options should look like: Close options, and the DDU, and then open the DDU.exe again. For launch options, choose "Safe Mode (Recommended)," and then click Reboot to Safe Mode (you'll need your password, so find it before rebooting). Once you login, you'll see this: Choose GPU, then Nvidia, then click Clean and Restart. Your computer will restart in normal mode. Launch the DDU again, reboot into Safe Mode, and repeat the above steps, but this time, choose Intel instead of Nvidia in step 2. After your computer reboots into normal mode, still offline, you can install the Intel driver, then reboot, and then install the Nvidia driver and reboot again. For the Nvidia driver, choose a custom install, and only install the driver and the PHYSX software. If the game still crashes after the driver reinstalls, let me know. There are other errors in your dxdiag (these happened after your first dxdiag) that should have been fixed by DISM and sfc. I want to get a second opinion on those.

Guys MAYBE I found the solution, apparently my game is working again, I followed the steps of this link, tell me if they works for you too. https://help.ea.com/en/help/faq/how-to-clean-boot-your-pc/

@dawnofthedez so probably your answer is the solution ! Thank you !

@Caturra75 So you have a crashing issue, not holes and question marks ? Could you post your Computer's DxDiag?To gather a DxDiag on your computer, please follow the steps here: https://help.ea.com/en-us/help/pc/how-to-gather-dxdiag-information/You can attach the txt file to your post directly.

Game crashes after UPDATE | EA Forums

21 Replies

crinrict
Hero+
6 years ago
@Caturra75 So you have a crashing issue, not holes and question marks ?

Could you post your Computer's DxDiag?

To gather a DxDiag on your computer, please follow the steps here: https://help.ea.com/en-us/help/pc/how-to-gather-dxdiag-information/

You can attach the txt file to your post directly.
Caturra75
6 years ago
@crinrict Hey again, and thanks for helping.

Yeah, i've no holes or question marks. I "only" have crashing issues..

The txt file is attatched.

Thanks.
DxDiag.txt89 KB
crinrict
Hero+
6 years ago
@Caturra75 Try updating your graphics drivers and make sure that the game runs on the Nvidia card and not the chip: https://answers.ea.com/t5/The-Sims-4/Setting-Up-a-Graphics-Card-Gaming-Profile/td-p/5704790

I'm going offline now but there's other folks can help you if you need further help. If not, then I'll be back tomorrow.
Caturra75
6 years ago
@crinrict I've done everything you said... And now the game crashes while launching ☹️ ☹️ ☹️
Any ideas?
Caturra75
6 years ago
Played for about 3 mins and bam, the game crahsed again... Cant play even 5 minutes...
fenrishunter500
6 years ago
I actually can't tell if my game crashes because it shuts down my entire monitor. Anything sound-wise I have running keeps going, but I have to manually restart my computer to get back to whatever I was doing. It's ONLY the Sims 4. Nothing else causes the issue and it's only after the Dec 2019 patch update. It's pretty much the same amount of time, too. I can start a new game, get about half way through CAS and it crashes; or, I can load a save, get into BM and it crashes. Takes maybe 5 minutes regardless. Happens if Sims 4 is running with other programs in the background (like any browser) or if it's running by itself. Tried repairing from Origin and updating my graphics drivers and all that suggested jazz. Still crashes the monitor necessitating a hard restart. Tried it with and without my CC, you get the idea. I don't have any of the newer packs since Strangerville, either. Guess I won't be playing until a patch comes out for the patch again -__-
puzzlezaddict
Hero+
6 years ago
@Caturra75 Please disable Origin's web helper service. In Origin, hover over your username and select Application Settings, then under Application (the first header), scroll down to Start-up options.

If that doesn't help, move your entire Sims 4 game folder out of Documents\Electronic Arts and onto your desktop. Launch the game, start a new save (no need to spend much time on it, since this is just for testing), and try to play for a bit. Save, quit, and test again. Let me know how it goes.

Your dxdiag also lists a few system errors. It's a good idea to run some checks on your Windows system files. Here's how:

Hit Windows key-X

Choose either “PowerShell (Administrator)” or “Command prompt (Administrator),” whichever option is offered

Inside the window that appears, copy and paste “DISM.exe /Online /Cleanup-image /Restorehealth” without quotes into the window, and enter

The system will start validating soon. If it throws an error, please list it here

After it reaches 100%, hit Windows key-X again

Again, choose “PowerShell (Administrator)” or “Command prompt (Administrator)”

Inside the window, copy and paste “sfc /scannow” without quotes into the window, and enter

Post the message you receive here
puzzlezaddict
Hero+
6 years ago
@fenrishunter500 Please run a dxdiag and attach the results to a post.

https://help.ea.com/en-us/help/pc/how-to-gather-dxdiag-information/
Caturra75
6 years ago
@puzzlezaddict First of all thanks so much for the help.

I'll try the first 2 options later because i'm working right now, and post the results here.

About the 3 one, here are the outcome:

Windows PowerShell
Copyright (C) Microsoft Corporation. All rights reserved.
Try the new cross-platform PowerShell https://aka.ms/pscore6
PS C:\WINDOWS\system32> DISM.exe /Online /Cleanup-image /Restorehealth
Deployment Image Servicing and Management tool
Version: 10.0.18362.1
Image Version: 10.0.18362.535
[==========================100.0%==========================] The restore operation completed successfully.
The operation completed successfully.
PS C:\WINDOWS\system32>

-----------------------------------------------------------------------------------

Windows PowerShell
Copyright (C) Microsoft Corporation. All rights reserved.
Try the new cross-platform PowerShell https://aka.ms/pscore6
PS C:\WINDOWS\system32> sfc /scannow
Beginning system scan. This process will take some time.
Beginning verification phase of system scan.
Verification 100% complete.
Windows Resource Protection did not find any integrity violations.
PS C:\WINDOWS\system32>
Julia041219
6 years ago
I wlli try too, I have the same problem, I can try it now so I can let you know