Forum Discussion

RosieQ8796's avatar
RosieQ8796
6 years ago

Help my sims 4 keeps freezing

my laptop is 10 days old and within the last 3 days that I have been playing my sims 4 the game completely froze on me during live play. I had to hard reboot my laptop all 3 times. I dont understand why this has happened. I am not as computer savvy as you guys are but can someone please guide me through what I need to check on this "new" laptop?

Source
Windows

Summary
Hardware error

Date
‎4/‎22/‎2020 8:47 PM

Status
Report sent

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

Problem signature
Problem Event Name: LiveKernelEvent
Code: 141
Parameter 1: ffffde816a74d010
Parameter 2: fffff8057eef26f0
Parameter 3: 0
Parameter 4: d7c
OS version: 10_0_18363
Service Pack: 0_0
Product: 768_1
OS Version: 10.0.18363.2.0.0.768.101
Locale ID: 1033

Extra information about the problem
Bucket ID: LKD_0x141_Tdr:6_IMAGE_igdkmdn64.sys_GEN11LP_0_KMD
Server information: 0cd0b266-1cac-4e84-aea3-7154e621ed7a

Description
The program dwm.exe version 10.0.18362.387 stopped interacting with Windows and was closed. To see if more information about the problem is available, check the problem history in the Security and Maintenance control panel.
Process ID: 37dc
Start Time: 01d61858e05c005f
Termination Time: 60000
Application Path: C:\Windows\System32\dwm.exe
Report Id: d92d528f-5e4a-4fed-b19a-08a3f7a6cb85
Faulting package full name:
Faulting package-relative application ID:
Hang type: Unknown

Source
Windows Explorer

Summary
Stopped responding and was closed

Date
‎4/‎22/‎2020 9:05 PM

Status
Report sent

Description
A problem caused this program to stop interacting with Windows.
Faulting Application Path: C:\Windows\explorer.exe

Problem signature
Problem Event Name: AppHangXProcB1
Application Name: explorer.exe
Application Version: 10.0.18362.693
Application Timestamp: 587c1978
Hang Signature: d16d
Hang Type: 33554560
Waiting on Application Name: dwm.exe
Waiting on Application Version: 0.0.0.0
OS Version: 10.0.18363.2.0.0.768.101
Locale ID: 1033
Additional Hang Signature 1: d16d703e3d7b7771365d46c0c8c73bda
Additional Hang Signature 2: 8ee1
Additional Hang Signature 3: 8ee188627c1eeaa7f44f01c5b556da0a
Additional Hang Signature 4: d16d
Additional Hang Signature 5: d16d703e3d7b7771365d46c0c8c73bda
Additional Hang Signature 6: 8ee1
Additional Hang Signature 7: 8ee188627c1eeaa7f44f01c5b556da0a

Extra information about the problem
Bucket ID: 5bfe2fb92eca38d59458b021c1ff33ed (1466115337744233453)

The previous system shutdown at 9:20:56 PM on ‎4/‎22/‎2020 was unexpected.

pc

1 Reply

  • puzzlezaddict's avatar
    puzzlezaddict
    Hero+
    6 years ago

    @RosieQ8796  The first error is a video engine timeout, i.e. the graphics card driver failed to respond for a certain amount of time.  This is most likely caused by a corrupt or outdated driver, but what to do about it depends on the specs of the laptop and which driver version it has installed.  A dxdiag will cover that, and also information on a variety of other errors.

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

    The second error is in a basic Windows process (Desktop Windows Manager), which could be a fluke, or could be a larger issue.  The dxdiag might have useful information on that too.  But you can get things started by running a couple of basic checks on the system files.  Here's how:

    • Hit Windows key-X
    • Choose either “PowerShell (Administrator)” or “Command prompt (Administrator),” whichever option is offered
    • Inside the window that appears, copy and paste “DISM.exe /Online /Cleanup-image /Restorehealth” without quotes into the window, and enter
    • The system will start validating soon. If it throws an error, please list it here
    • After it reaches 100%, hit Windows key-X again
    • Again, choose “PowerShell (Administrator)” or “Command prompt (Administrator)”
    • Inside the window, copy and paste “sfc /scannow” without quotes into the window, and enter
    • Post the message you receive here

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