Hey guys!
I need some help again.
In December I had some issues with The sims 4, the game kept crashing giving me some errors, but some guy helped me here and it fixed it, until now.
Right now, I dont get any error, the game just shut down, after 3 or 4 seconds playing.
Im Portuguese, so sorry for my English.
Can someone help me please?
Thanks
@Caturra75 Did the clean uninstall of the graphics drivers help? I wasn't sure, since you never replied, but it would be useful to know whether that fixed your previous issue.
Right now, your dxdiag lists a few errors with a basic Windows process, so it's a good idea to run DISM and sfc again, to be thorough. In case you don't want to look up those instructions from December:
If sfc reports that it found corrupt files and was unable to repair some of them, please stop here and let me know.
When the game shuts down, how far are you into playing, as in, have you loaded your save yet, or are you still on one of the menus? If the crashes don't happen until after you've loaded a save, please try starting a new save, just as a test. You don't have to play very long; just see whether the game runs well for a few minutes, then save, quit, reload that save, and play for a few minutes more.
Please also link the driver download page for your laptop, so I can see whether you have the latest downloads. Go here:
https://support.hp.com/us-en/drivers/laptops
enter your laptop's serlal number, select your operating system if necessary, and you'll land on the driver download page. It doesn't have any information about your own laptop, just the model. But I can't be sure I'm looking at the correct download page without entering a serial number, and of course it's better if you find the page yourself rather than posting the serial number here.
Hey there, and thank you so much!
The previous issue was Indeed resolved and I was able to play the game, I didnt do the clean unistall of the drivers. But did all the rest that you said.
I can load the save, start the gameplay and then it depends... But I can only play for a few seconds, then the game frezzes and shuts down.
DISM.exe /Online /Cleanup-image /Restorehealth - 100% and got 0 erros.
sfc /scannow - 100% it said that resource protection did not find any integrity violations
Driver page: https://support.hp.com/us-en/drivers/selfservice/omen-by-hp-15-dc0000-laptop-pc-series/20329817/model/22458189?sku=4JW41EA
Again, thank you so much for your support
@Caturra75 What happens if you load a new save instead of the existing one? If the game still crashes, please move 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. Don't add anything to that folder yet; just start another new save and see whether the game crashes.
I'm not saying you need to abandon your current save, but this is a good test to find out whether the problem is something with the specific save, or maybe the Sims 4 folder, rather than a system issue.
@puzzlezaddictTried that just now and the game crashes when it's loading after I select the house that I wanna play in...
EDIT: I've checked in the website Can you run it, and it said that my laptop is supposed to run the game easily... I really dont know what more can I do...
@Caturra75 Yes, your laptop can absolutely run Sims 4, or at least it could if some other issue weren't interfering. Please clear Origin's cache (even if you've done it recently), restart your computer, and repair the game: right-click on the Sims 4 icon in your Origin library and select Repair.
https://help.ea.com/en-us/help/faq/clear-cache-to-fix-problems-with-your-games/
If that doesn't help, I'd like to see a crash dump. Here's how to make one:
@Caturra75 I don't know what to do with the Chrome errors, except suggest that you reset your browser. And please don't have Chrome open while you're playing Sims 4, at least for now. It shouldn't matter, it's just simpler to troubleshoot with fewer factors to account for.
The error in the Sims 4 crash dump is a breakpoint error. The first step to try would be to repair the game, and the second would be to run DISM and sfc. But you ran those, and I guess the repair didn't help? So the next things to try would be to uninstall and reinstall Sims 4, and Origin for good measure; or to do a clean uninstall and reinstall of your graphics card drivers. Take your pick.
Uninstalling Sims 4 and Origin
Uninstall Sims 4 first, then clear Origin's cache:
https://help.ea.com/en-us/help/faq/clear-cache-to-fix-problems-with-your-games/
Then use Revo Uninstaller (the free version is fine, either regular or portable) to remove all traces of Origin, except for the Origin Games folder. Here's how:
Next, download and install Origin; use the full installer, not the ThinSetup. This is a direct download link:
http://download.dm.origin.com/origin/live/OriginSetup.exe
Be sure to run both the installer and Origin itself as an admin: right-click on each and select "Run as Administrator," both when installing Sims 4 and going forward, at least while troubleshooting.
A clean uninstall and reinstall of the graphics drivers
Download Display Driver Uninstaller from here:
https://www.wagnardsoft.com/forums/viewtopic.php?f=5&t=3183
Go to the download page for your laptop (the one you linked before), and download the Intel and Nvidia graphics drivers dated July 5, 2019.
Next, take your computer completely offlineâdisable wifi and/or pull the ethernet cordâand 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).
Your computer will restart, and you'll need to repeat the process, this time choosing Intel in the above screenshot, rather than Nvidia.
Once your computer has rebooted, now back in normal mode, install the Intel driver first. Then restart and install the Nvidia driver.
Reboot again, go back online, and see whether the game works normally.
Whichever one you do first, if you still get a crash, you'll need to do the other too. Please keep testing with new saves in a clean user data folder, to keep things simple. And if you've tried both and still get a breakpoint error, please enable crash logs again and upload the new dump file. I'd like to see whether the info changes at all with these interventions.
@Caturra75 Given the errors, I asked for a second opinion. And that second opinion thinks you should try manually reinstalling Windows, although you don't have to wipe your apps and data. It's better to try installing 1909 (from November) first, rather than going directly to 2004, the most recent build. You can download a 1909 ISO here:
https://tb.rg-adguard.net/public.php
Select Windows (Final), then Windows 10 1909, then the normal (not China) version, then your language, then the x64 bit version.
It's best to install from a USB, if you have one that you don't mind erasing. This is how to create an install medium on a USB, although you'll use the ISO you downloaded rather than getting a new one:
If you don't have a USB, now's a great time to get one. If that's not feasible however, you can mount the ISO directly (under step 4 only; you can skip the rest of the tutorial):
https://www.tenforums.com/tutorials/120352-custom-install-windows-10-a.html#4
There are a number of ways to reset or reinstall Windows, but you'll want "Reinstall Windows 10 using installation media/Keep Everything," described here:
https://support.microsoft.com/en-us/help/4000735/windows-10-reinstall
If you have more questions about the process, please feel free to ask.
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