Hi so I keep getting the error 0e6d1221 1df4e8dc:8001000:00000000 and I've tried everything I can find including switching laptops since my last one was 5 years old but I'm still getting the same issue and I've only had my new laptop for 2 days. I'm not sure what else I can do to fix this.
@ErzaKScarlet Thanks for the dxdiag, which shows that a number of your laptop's drivers are out of date. So the place to start is with updating everything. This is Dell's support page for your laptop:
Please first install the BIOS, and restart. Then click "This Device" and let Dell decide what to install. This should save you some work running installers for drivers that are already updated while covering everything outdated. But it's important to install the new BIOS first, as it's going to affect how well everything else runs, and your version is very much out of date.
Restart when the process is finished, and try again to play Sims 4. Let me know whether you get the same error or a different one, or none at all; and in any case, please post a new dxdiag.
@puzzlezaddict Thanks for the help. I did all the steps and it worked for a while but now I'm getting the same error again. I've attached the dxdiag again.
@ErzaKScarlet What else are you running while you're trying to play? One thing I notice in both dxdiags is that the page file is almost all used. The page file is where the processor stores data that would normally be in RAM but doesn't fit or doesn't need to be there, but it shouldn't be so heavily used when you don't have much running at the time. That suggests that you may have a lot of bloatware installed, which wouldn't necessarily interfere with Sims 4 but could be, and it could be using too much in the way of system resources in general.
Anyway, please restart your computer, wait five minutes, and open the Task Manager, but nothing else at all. Let me know how much memory is in use overall, as in, the percent value in the Memory header. Then click the Startup tab, take a screenshot of what you see, and post it here.
Thanks again @puzzlezaddict. I usually close everything down before I start my game besides maybe Discord and Spotify. I've attached the screenshots.
@ErzaKScarlet Your computer is using 8 GB memory after a restart, which is far too much. (Mine uses about 2.1 GB with nothing else open.) Some of this may not be fixable without getting a little more granular, but at the very least, you can easily disable Grammarly and Discord's update service, listed as "Update," on startup. Discord should still prompt you to update when necessary, and you can open Grammarly when you need it.
I would also consider disabling OneNote on startup, but that has less of an impact than the others, so don't bother if it's more convenient to you to have it open. With 16 GB memory, you do have some leeway here. I can show you how to disable some of these Dell services too, which aren't listed in the Startup tab but are definitely still running.
The error itself may be due to an overzealous Norton antivirus. So please disable it, temporarily, clear the EA App cache:
https://help.ea.com/en-us/help/faq/clear-cache-to-fix-problems-with-your-games/
and repair the game: open your game library, click Sims 4, and select Repair. Then try to play, with Norton still disabled. As long as you don't do anything else at the same time, your computer should be safe. If this helps, set exceptions in Norton for TS4_x64.exe and EADesktop.exe.
I also want to mention that Norton is not a great antivirus overall: it's bloated and a resource hog and not particularly accurate in either direction, flagging non-threats and missing some real ones. So if you're only running it because it came with your laptop, I'd suggest removing it entirely and using a different option. Windows Defender is good enough if you're not doing anything particularly risky, and if you need something more robust, there are plenty of other options out there.
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