Forum Discussion

Ne0nstrawberry's avatar
Ne0nstrawberry
New Novice
14 days ago
Solved

game not starting no matter what i do

{i put this post on EA technical issues too bc i didnt know if it was an EA thing or just sims thing}

Hello, ive made a discussion just like this on the steam hub but im not really getting the answers i need.


To break it down, this is my og post:
"I am unsure why this is happening, but it loads up until a little after the logo pops up, then shuts down and opens the EA app to the home screen. This makes me a bit sad as I have many hours on the game and wanted to play on my longest played save, but obviously can't with this issue.

would be great to have help or to know if others are having this issue if it isnt just me. i HAVE the space for the game so no clue why it wont work" 


this next thing was in response to someone giving me suggestions before directing me here:
"ive tried verifying the files already and ive tried opening it from EA already, ive also stopped the background EA files, and I have zero cc on the game rn, on top of that ive deleted and reinstalled sims already, none of these worked sadly :["


I have already tried repairing the EA app as well but it still just wont work. I've tried restarting my computer as well but that doesnt work either. ive been trying all of this for 2 days now and im getting real sad that its being so wonk as its my fav game. {i have 211 hours on my steam acc but ive played for many years now}

crashing
launching
steam
  • puzzlezaddict's avatar
    puzzlezaddict
    14 days ago

    Ne0nstrawberry​  Please remove your saves folder from Documents > Electronic Arts > The Sims 4 and see whether you can play.  If you can, you likely have this issue:

    Crashes on Mainmenu | EA Forums - 12139111

    There are ways to try to fix the issues with your saves if necessary.

    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.

    If you happen to get an error message when trying to play, please post a screenshot of it.

5 Replies

  • Wyldhunt's avatar
    Wyldhunt
    Seasoned Newcomer
    14 days ago

    I think I might be having the same problem. Sims 4 is crashing when it tries to load.
    I uninstalled the Sims 4. I uninstalled the EA app. I manually deleted leftover files from the AppData folder...
    Then I reinstalled it all. Same problem. It's a Steam installation.

    I used the Reliability Monitor, and I found the reported cause. 
    It looks like a driver issue with one of the recent updates. (My install has worked fine for a very long time)

    Source
    Windows

    Summary
    Hardware error

    Date
    ‎5/‎9/‎2025 12:43 PM

    Status
    Not reported

    Description
    A problem with your hardware caused Windows to stop working correctly.

    Problem signature
    Problem Event Name:    LiveKernelEvent
    Code:    117
    Parameter 1:    ffffb00b1099f010
    Parameter 2:    fffff80684087660
    Parameter 3:    0
    Parameter 4:    ffffb00b0c5d60c0
    OS version:    10_0_26100
    Service Pack:    0_0
    Product:    768_1
    OS Version:    10.0.26100.2.0.0.768.101
    Locale ID:    1033

    Files that help describe the problem
    WATCHDOG-20250509-1243.dmp
    sysdata.xml
    WERInternalMetadata.xml
    memory.csv
    sysinfo.txt
    WERInternalRequest.xml

    ------------------
    System Information
    ------------------
          Time of this report: 5/9/2025, 21:09:19
             Operating System: Windows 11 Home 64-bit (10.0, Build 26100) (26100.ge_release.240331-1435)
                     Language: English (Regional Setting: English)
          System Manufacturer: ASUS
                 System Model: System Product Name
                         BIOS: 1402 (type: UEFI)
                    Processor: Intel(R) Core(TM) i9-14900KF (32 CPUs), ~3.2GHz
                       Memory: 65536MB RAM
          Available OS Memory: 65348MB RAM
                    Page File: 16458MB used, 83706MB available
                  Windows Dir: C:\WINDOWS
              DirectX Version: DirectX 12
          DX Setup Parameters: Not found
             User DPI Setting: 96 DPI (100 percent)
           System DPI Setting: 96 DPI (100 percent)
              DWM DPI Scaling: Disabled
                     Miracast: Available, no HDCP
    Microsoft Graphics Hybrid: Not Supported
     DirectX Database Version: 1.6.9
       Auto Super Res Version: Unknown
           System Mux Support: Mux Support Inactive - Ok
               Mux Target GPU: dGPU
        Mux Incompatible List: 
               DxDiag Version: 10.00.26100.3624 64bit Unicode

  • Wyldhunt's avatar
    Wyldhunt
    Seasoned Newcomer
    14 days ago

    I think I might be having the same problem. Sims 4 is crashing when it tries to load.
    I uninstalled the Sims 4. I uninstalled the EA app. I manually deleted leftover files from the AppData folder...
    Then I reinstalled it all. Same problem. It's a Steam installation.

    I used the trick that you mentioned above (Reliability Monitor), and I found the exact cause. 
    It looks like a driver issue with one of the recent updates. (My install has worked fine for a very long time)


    Source
    Windows

    Summary
    Hardware error

    Date
    ‎5/‎9/‎2025 12:43 PM

    Status
    Not reported

    Description
    A problem with your hardware caused Windows to stop working correctly.

    Problem signature
    Problem Event Name:    LiveKernelEvent
    Code:    117
    Parameter 1:    ffffb00b1099f010
    Parameter 2:    fffff80684087660
    Parameter 3:    0
    Parameter 4:    ffffb00b0c5d60c0
    OS version:    10_0_26100
    Service Pack:    0_0
    Product:    768_1
    OS Version:    10.0.26100.2.0.0.768.101
    Locale ID:    1033

    Files that help describe the problem
    WATCHDOG-20250509-1243.dmp
    sysdata.xml
    WERInternalMetadata.xml
    memory.csv
    sysinfo.txt
    WERInternalRequest.xml

    ------------------
    System Information
    ------------------
          Time of this report: 5/9/2025, 21:09:19
             Operating System: Windows 11 Home 64-bit (10.0, Build 26100) (26100.ge_release.240331-1435)
                     Language: English (Regional Setting: English)
          System Manufacturer: ASUS
                 System Model: System Product Name
                         BIOS: 1402 (type: UEFI)
                    Processor: Intel(R) Core(TM) i9-14900KF (32 CPUs), ~3.2GHz
                       Memory: 65536MB RAM
          Available OS Memory: 65348MB RAM
                    Page File: 16458MB used, 83706MB available
                  Windows Dir: C:\WINDOWS
              DirectX Version: DirectX 12
          DX Setup Parameters: Not found
             User DPI Setting: 96 DPI (100 percent)
           System DPI Setting: 96 DPI (100 percent)
              DWM DPI Scaling: Disabled
                     Miracast: Available, no HDCP
    Microsoft Graphics Hybrid: Not Supported
     DirectX Database Version: 1.6.9
       Auto Super Res Version: Unknown
           System Mux Support: Mux Support Inactive - Ok
               Mux Target GPU: dGPU
        Mux Incompatible List: 
               DxDiag Version: 10.00.26100.3624 64bit Unicode

  • puzzlezaddict's avatar
    puzzlezaddict
    Hero+
    14 days ago

    Ne0nstrawberry​  Please remove your saves folder from Documents > Electronic Arts > The Sims 4 and see whether you can play.  If you can, you likely have this issue:

    Crashes on Mainmenu | EA Forums - 12139111

    There are ways to try to fix the issues with your saves if necessary.

    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.

    If you happen to get an error message when trying to play, please post a screenshot of it.

  • Ne0nstrawberry's avatar
    Ne0nstrawberry
    New Novice
    13 days ago

    oh my god deleting the save file worked, i wasnt even getting an error code before as it would just shut down before i got to the home screen, THANK YOUU MUCH LOVES

  • puzzlezaddict's avatar
    puzzlezaddict
    Hero+
    13 days ago

    Ne0nstrawberry​  I'm glad that helped, but if you'd like to try to recover your saves, it might be possible.  Some players say that simply creating a new save is enough—they add back their old saves and use Load Game to choose one of them, and it loads.  Others say they also have to add back the mods and custom content they were using before, updated versions where necessary of course.

    Wyldhunt​  It looks like your posts were eaten by the spam filter and restored later.  In the future, it would be best to attach your dxdiag as a text file rather than copying and pasting part of it.

    The Reliability Monitor error you've posted is a graphics driver error, so try doing a clean uninstall and reinstall of the driver, as described here:

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

    CRITICAL:  If you only use a PIN to login to Windows, not a proper password, you'll need to set a password before booting into safe mode, or you may be locked out of the system and need to use recovery mode.

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