Game crashing randomly during gameplay

jazzshoes2908​  Thanks for the dxdiag.  Please update your graphics driver, which is from 2022.  You can use the newest driver Intel offers for your processor and graphics chip, the 11th-14th gen graphics driver here, dated March 18:

https://www.intel.com/content/www/us/en/products/sku/226266/intel-core-i51235u-processor-12m-cache-up-to-4-40-ghz-with-ipu/downloads.html

As for trying a new save, please do that now.  There's no reason the game should get laggy when you have multiple saves because only one can be loaded at a time.  The only possible exception I can think of is if you load multiple saves in one play session, so don't do that.

Thanks for the reply.

I actually completely reset my laptop the other day due to constant crashing with an error code for memory management, so I forgot to mention but my current save file in Sims 4 is brand new already. I also thought I had downloaded all the latest versions of drivers before I reset my laptop, using the Intel app on my laptop to scan for updates. I'll try downloading that specific one manually though and see if it helps. Thanks again

So it took a while because every time I downloaded this version, my laptop's Intel support app would say I could still update to a newer one, so I would install that only for it to actually be downloading the 2022 one again. I did this a few times until I knew for certain it was the newest one and manually downloaded it regardless of what the app said. Unfortunately the game still crashed in the same way, and this is a new save

Also, not sure if it will help but I copied this from my reliability monitor.

Source
The Sims™ 4

Summary
Stopped working

Date
‎01/‎06/‎2026 21:51

Status
Report sent

Description
Faulting Application Path:    C:\Program Files\EA Games\The Sims 4\Game\Bin\TS4_x64.exe

Problem signature
Problem Event Name:    APPCRASH
Application Name:    TS4_x64.exe
Application Version:    1.124.63.1020
Application Timestamp:    6a064210
Fault Module Name:    TS4_x64.exe
Fault Module Version:    1.124.63.1020
Fault Module Timestamp:    6a064210
Exception Code:    c0000005
Exception Offset:    0000000000356f30
OS Version:    10.0.26200.2.0.0.768.101
Locale ID:    2057
Additional Information 1:    3502
Additional Information 2:    35028281360bf3d13239eb9c29f1fcf0
Additional Information 3:    2756
Additional Information 4:    2756b82e8d4a1be0b0cae99ffb1ce2a5

Extra information about the problem
Bucket ID:    763c008c820e366dc70a270db5cfbec4 (1660182352477798084)

jazzshoes2908​  Did you happen to download any content from the Gallery into this save?  If so, please try again but with fresh sims on an EA-made lot, or one you build yourself for testing.

Otherwise, please try playing in a clean boot (not another reset, just a way to disable background apps):

https://support.microsoft.com/en-us/topic/how-to-perform-a-clean-boot-in-windows-da2f9573-6eec-00ad-2f8a-a97a1807f3dd

The one service to leave enabled is the EABackgroundService, which the EA App needs in order to run.  Disable the rest as described.

When you reboot your computer, go through the Task Manager's background processes list shutting down any service that doesn't absolutely need to be running, for example anything from MSI Afterburner to RGB software might still be enabled.  If you accidentally kill a critical process and it doesn't restart on its own, just reboot your computer again.

Don't open anything other than Sims 4 and the EA App while testing, not even a browser window.

If this helps, you can selectively reenable services until you find the culprit, then either leave that disabled or (if it belongs to an app you want to keep using) let me know what it is so we can try to fix the underlying issue.

If the game freezes or crashes in a clean boot, please try again, except with your computer offline.  You can sign into the EA App and put it in offline mode, then disable wifi and/or disconnect the ethernet cable before pressing Play.

If even being offline doesn't help, please let the game crash, then create an EA App error report and post the report ID here.

https://help.ea.com/en/help/ea/ea-app/run-ea-error-report/

An EA community manager has asked (in a different thread) for report IDs from people with crashing not explained by an issue on the user side and that doesn't respond to the usual troubleshooting.  If the clean boot doesn't help, I'll merge your posts with that thread and make sure the report ID is passed along.

I don't want to jinx it, but I've had no crashes while playing in a clean boot offline. It still crashed after 10 minutes in a clean boot and no unnecessary background processes, if I played while connected.

Hopefully this continues to work, and luckily I hardly use the online features anyway.

Thanks for all your help, hopefully I won't be replying again with another issue!

jazzshoes2908​  I hope this stays fixed too.  If you like, you can try offline not in a clean boot.  If it works, great; otherwise, selectively enable/disable the services (the usual 50/50 method) until you find the one that causes crashing.

If you get another crash while online, I'd love an EA App error report, especially if offline mode continues to work.  While it wouldn't help you directly, it would be data for anyone investigating EA App issues.  And when playing offline helps, there's a reasonable chance that the problem is the EA App, not Sims 4.  I don't know that an error report would be meaningful in offline mode though.

So unfortunately it crashed twice while continuing to play offline in a clean boot. It also crashed once while online in a clean boot (my most recent session). How do I do the EA App error report please? I already submitted one the same day as my initial comment which is 6 days again now, but I haven't heard anything so I don't know how it works really.

Thanks again

jazzshoes2908​  The process of generating an error report is simple:

https://help.ea.com/en/help/ea/ea-app/run-ea-error-report/

But the idea is to copy the report ID and post it here, in this thread, so that anyone one the EA side looking into the error can see the info here, and vice versa.

With the crash while offline, was your computer offline or just the EA App?

Report ID: 60cf0b96-04fb-424c-8013-cd096836e303

My laptop was offline