Hi guys,
My game keeps crashing. Sometimes I can play for a little bit and then crash and it has crashed as soon as I select what family I want to play from the home screen. I have never had this issue before. I turned off mods, removed mods folder, deleted cache, repaired and updated the game but it keeps crashing and is completely unplayable for me.
ohgnomie If you're playing in Innisgreen, please let me know, and test in a base game world instead.
If that doesn't help, 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.
I don't have the Innisgreen world.
ohgnomie Your dxdiag lists a few crashes of the graphics driver, so let's start there. HP laptops often require the user to only install drivers from HP, and while there's a way around that, it's best to try whatever HP offers first. Go here:
https://support.hp.com/us-en/drivers/laptops
Enter your serial number, choose your OS (just Windows 11 is fine) if prompted, click All Drivers, expand Driver-Graphics, and download the newest Intel and Nvidia drivers by version number. The first number matters most, e.g. 32 is newer than 31; after that, the last four numbers matter. Your current version is 31.0.101.3889.
If you find a newer driver, download it and run the installer as an admin: right-click the download and select "Run as administrator." Restart afterwards and before trying to play.
So I did and downloaded everything it recommended and it's still crashing :(
ohgnomie Please look for new errors in the Reliability Monitor. Click Windows key-R and enter "perfmon /rel" without quotes, 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.
I'd like at least two errors, but if you're getting the same one every time, that's fine, just post one and say they're all identical.
Source
The Sims™ 4
Summary
Stopped working
Date
9/5/2025 4:14 PM
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: 1.117.244.1020
Application Timestamp: 68b220ce
Fault Module Name: TS4_x64.exe
Fault Module Version: 1.117.244.1020
Fault Module Timestamp: 68b220ce
Exception Code: c0000005
Exception Offset: 0000000001752501
OS Version: 10.0.26100.2.0.0.768.101
Locale ID: 1033
Additional Information 1: 2fd7
Additional Information 2: 2fd7a55e5877bd3575b13fb43b4fd884
Additional Information 3: e4ef
Additional Information 4: e4ef0cbabf11315dd2c616f8583fa366
Extra information about the problem
Bucket ID: c2040ca52907d763be8eebfb04fc6e61 (2201956731183722081)
Source
The Sims™ 4
Summary
Stopped working
Date
9/5/2025 3:14 PM
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: 1.117.244.1020
Application Timestamp: 68b220ce
Fault Module Name: TS4_x64.exe
Fault Module Version: 1.117.244.1020
Fault Module Timestamp: 68b220ce
Exception Code: c0000005
Exception Offset: 0000000001752501
OS Version: 10.0.26100.2.0.0.768.101
Locale ID: 1033
Additional Information 1: 2fd7
Additional Information 2: 2fd7a55e5877bd3575b13fb43b4fd884
Additional Information 3: e4ef
Additional Information 4: e4ef0cbabf11315dd2c616f8583fa366
Extra information about the problem
Bucket ID: c2040ca52907d763be8eebfb04fc6e61 (2201956731183722081)
The 3:14 one may have had mods but the one from 4:14 was a brand new unmodded game
ohgnomie Please try again but in a clean user folder. Move the entire Sims 4 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've moved but temporarily unread by the game.) Don't add anything to the new folder yet; just start a new save and see how it runs.
If that doesn't help, please try playing in a clean boot:
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 it doesn't help either, please try again but 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.
Update I have tried these steps and still have not changed anything. The game will freeze and crash always on somesort of loading screen. When I removed my sims game from the ea doc folder, it did say it did not recognize my graphics card but I haven't gotten that message since closing the game and starting it again. Also one thing I noticed is before I followed the steps given, if I had a video or something playing in the background while playing, it would also freeze for second and then the game would crash. My laptop also heats up alot but I have been playing on this laptop for about 2 years and never had such persistent crash issues.
