Forum Discussion

jasjanken's avatar
jasjanken
6 years ago
Solved

Game crashes when loading any lots??

Hi, I've been having this issue for a few days where my game will crash when it tries to load any lot - so I can't play any of my households. I can make new households in CAS, but as soon as I try and move them in, it crashes. 

I have tried disabling all my mods and CC, it doesn't change anything. I have repaired/updated the game a number of times to no avail.

Any ideas? Especially gutted as I just bought a few game packs and was excited to play them. ☹️

pc
  • puzzlezaddict's avatar
    puzzlezaddict
    6 years ago

    @jasjanken  Okay, given how new your laptop is, it's best to use the latest Nvidia graphics driver (and the latest Intel graphics driver) HP offers, rather than the newest one directly from Nvidia.  Laptop manufactureres often tweak these drivers to run better on their products.  And in the case of systems with dual cards, as yours has, the two drivers are usually tweaked a bit to work better with each other as well.

    First, download and install the most recent Intel graphics driver, as yours is a bit older:

    https://support.hp.com/us-en/drivers/selfservice/swdetails/hp-pavilion-gaming-15-dk0000-laptop-pc/26122224/model/29171055/swItemId/ob-243856-1

    Restart your computer, and download the Nvidia driver you linked.  You're going to need to clean uninstall your current one and install the HP one instead.  Download Display Driver Uninstaller from here:

    https://www.wagnardsoft.com/forums/viewtopic.php?f=5&t=3017

    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 and then paste it into the address bar in a File Explorer window.  Open the folder and then launch 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; make sure the box in red is checked:


    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:



    In the blue box, choose GPU, then Nvidia if it's not already showing.  Then click Clean and Restart (red box).

    Once your computer has rebooted, now back in normal mode, run the driver install .exe in custom mode. Select "perform a clean installation" and install ONLY the GPU driver and the PHYSX software.

    Reboot again, go back online, and see whether the game works normally.  If not, let me know.

10 Replies

  • puzzlezaddict's avatar
    puzzlezaddict
    Hero+
    6 years ago

    @jasjanken  Try moving your entire Sims 4 user data folder out of Documents\Electronic Arts and onto your desktop.  When you launch the game, a clean folder will spawn with no content.  (Your saves and other content will be intact in the folder you moved but not read by the game.)  Don't add anything to this folder yet; just let me know whether you can start a new save and play in live mode for a bit.  If you can, please save, quit, restart your computer, load that save, and see whether you can still play it.  Let me know either way.

    If you can't load a new save in a clean folder, or it crashes after you restart, please run a dxdiag and attach it to a post.

    https://help.ea.com/en-us/help/pc/how-to-gather-dxdiag-information/

  • jasjanken's avatar
    jasjanken
    6 years ago

    I got into CAS with completely new files, and as soon as I picked a lot, it crashed...

    I got the DxDiag too, it's attached. 🙂

  • puzzlezaddict's avatar
    puzzlezaddict
    Hero+
    6 years ago

    @jasjanken  Just checking, but do you have OneDrive set to automatically sync the contents of Documents with cloud storage?  If so, please either disable OneDrive entirely, or prevent it from syncing your Documents folder.

    https://support.office.com/en-us/article/choose-which-onedrive-folders-to-sync-to-your-computer-98b8b011-8b94-419b-aa95-a14ff2415e85

    If that doesn't help, you might need to replace the driver for your Nvidia graphics card.  Please go to this site:

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

    enter your laptop's serial number, choose your OS (Windows 10 build 1909) if necessary, and you'll see the driver page for your laptop.  Please link it here—I want to compare the driver version with the one in your dxdiag, plus how to install a new driver depends on what's available on the HP site.  The driver page doesn't have any information specific to your own laptop, just to the model you have.

  • jasjanken's avatar
    jasjanken
    6 years ago
    @puzzlezaddict Also, oops, forgot to say I don't have OneDrive synced, it's actually always turned off because it's super annoying
  • puzzlezaddict's avatar
    puzzlezaddict
    Hero+
    6 years ago

    @jasjanken  Okay, given how new your laptop is, it's best to use the latest Nvidia graphics driver (and the latest Intel graphics driver) HP offers, rather than the newest one directly from Nvidia.  Laptop manufactureres often tweak these drivers to run better on their products.  And in the case of systems with dual cards, as yours has, the two drivers are usually tweaked a bit to work better with each other as well.

    First, download and install the most recent Intel graphics driver, as yours is a bit older:

    https://support.hp.com/us-en/drivers/selfservice/swdetails/hp-pavilion-gaming-15-dk0000-laptop-pc/26122224/model/29171055/swItemId/ob-243856-1

    Restart your computer, and download the Nvidia driver you linked.  You're going to need to clean uninstall your current one and install the HP one instead.  Download Display Driver Uninstaller from here:

    https://www.wagnardsoft.com/forums/viewtopic.php?f=5&t=3017

    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 and then paste it into the address bar in a File Explorer window.  Open the folder and then launch 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; make sure the box in red is checked:


    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:



    In the blue box, choose GPU, then Nvidia if it's not already showing.  Then click Clean and Restart (red box).

    Once your computer has rebooted, now back in normal mode, run the driver install .exe in custom mode. Select "perform a clean installation" and install ONLY the GPU driver and the PHYSX software.

    Reboot again, go back online, and see whether the game works normally.  If not, let me know.

  • jasjanken's avatar
    jasjanken
    6 years ago
    @puzzlezaddict Hi! So I changed around the drivers, and then I was changing some files (unrelated) and saw my OneDrive and local files had been synced somehow, despite OneDrive being turned off for 5 months, so I got rid of OneDrive, aaaand all my files got deleted. But hey, my game works again. 🙂 Thank you for all your help
  • puzzlezaddict's avatar
    puzzlezaddict
    Hero+
    6 years ago

    @jasjanken  You could temporarily reenable OneDrive, copy your Sims 4 folder to some other location not in Documents (Downloads is convenient), then disable it again.  The contents of the saves and Tray folders within the Sims 4 user data folder are easily transferred from one folder to another, and they should be read by the game regardless.  It's best to empty out the existing content from those folders though, or at least Tray, to make sure you don't get any duplicate files.

  • EA_Darko's avatar
    EA_Darko
    Icon for Community Manager rankCommunity Manager
    4 years ago

    Hey @122006443 when posting on AHQ please do not bump older threads like this as it can be considered spam.


    If having an issue please create a new thread with as much info as possible.


    Darko

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