Hi I just installed the sims 4 and installed the patch. After the update I restarted my Laptop and start playing a new save with a new sim. I started to walking in MT Komrebi but My Laptop restarted again while playing The issue is still there. Before these two updated I hadn't any problem with that while playing on ultra graphic.Here is my dxdiag and my new save file I did not save my game to test it. Here is the link of my save from google drive:https://drive.google.com/drive/folders/1e48HZ2Cv6whN1EvCmFnSFHEACwKqVrIe?usp=sharing I tested it again but the sims 4 is shutting down my windows and my system restarts after I try to play. Here is my test save file https://drive.google.com/drive/folders/1tCtLKsSTEKVZFXJkGR5qoxq8KrL_MWrq?usp=sharing (CM: Multiple posts merged. Check out this post for tips on how to edit and add more to a post.)

@AgnieszkaMaria81 Your first dxdiag lists two hard drives, but your second only lists one. Did you do something to disable the second hard drive? If so, please describe exactly what you did. If you didn't do anything, then it's possible that the issue with your second hard drive is causing the crashing. Your C drive is also critically low on space. You have less than 10 GB free; 20 GB is the reasonable minimum, although you can often get away with less. There are also a number of Origin errors in your dxdiag. Please address the free storage first, then clear Origin's cache, uninstall it "the hard way," and reinstall. https://help.ea.com/en-us/help/faq/clear-cache-to-fix-problems-with-your-games/ https://help.ea.com/en-us/help/origin/origin/manually-uninstalling-origin/

@AgnieszkaMaria81 Even if Snowy Escape is hopelessly broken, which it doesn't seem to be overall, it still shouldn't be shutting down your laptop. If you're willing to try, I'd like to see the results of some hardware monitoring. Download hwinfo from here: https://www.hwinfo.com/download/ You don't need to install anything if you don't want to; just choose the Portable version, unzip it, and launch it from Downloads or wherever you want. (If you would like to install, be sure to click the green button, not the orange one.) Restart your computer, and don't open any other apps. Launch hwinfo, choose "sensors only," and click the icon that's a sheet of paper with a + sign to start logging. Save the file to your desktop for easy access later. Wait five minutes, then launch Sims 4 and play until your laptop shuts down. The log should still be intact up to that point; you can upload it to a third-party free filehosting site and link it here. Please leave it in .csv format, or if you use OneDrive to share, please compress it in .zip format instead.

@AgnieszkaMaria81 I split your thread as laptop restarting is different.It's usually a sign of the computer overheating. Is your computer getting really hot ?

@crinrict I do not know but before the update for snowy escape I played for about 10 hours with no restart when playing. But after the update after 3 or 5 or 15 minutes my laptop is shutting down and restart when I try to play . I have cleaned my computer fans from dust and before the update I had not such issue ever. Edit: I have check my memory and Windows says that is ok no error I checked my pc with asus check tool and no errors found . I do not get any information about any error just that my laptop is restarted suddenly. I will try to reinstall my windows again and check the game again. (CM: Multiple posts merged. Check out this post for tips on how to edit and add more to a post.)

@AgnieszkaMaria81 Could you use a tool to check on your computers temperature ?You might already have one installed, if not, just google

Laptop restarts | EA Forums

22 Replies

crinrict
Hero+
5 years ago
@AgnieszkaMaria81 I split your thread as laptop restarting is different.

It's usually a sign of the computer overheating. Is your computer getting really hot ?
AgnieszkaMaria81
Rising Scout
5 years ago
@crinrict I do not know but before the update for snowy escape I played for about 10 hours with no restart when playing. But after the update after 3 or 5 or 15 minutes my laptop is shutting down and restart when I try to play . I have cleaned my computer fans from dust and before the update I had not such issue ever.

Edit: I have check my memory and Windows says that is ok no error I checked my pc with asus check tool and no errors found . I do not get any information about any error just that my laptop is restarted suddenly. I will try to reinstall my windows again and check the game again.

(CM: Multiple posts merged. Check out this post for tips on how to edit and add more to a post.)
crinrict
Hero+
5 years ago
@AgnieszkaMaria81 Could you use a tool to check on your computers temperature ?

You might already have one installed, if not, just google
AgnieszkaMaria81
Rising Scout
5 years ago
@crinrictI just reinstalled my windows 10 and installe speedfan app that is monitoring the temperature. I am now installing sims 4. Speed fan is telleing that my cpu tem 70C and hdd 41C when I am installing sims 4 with origin now.
AgnieszkaMaria81
Rising Scout
5 years ago
I tested the game and my laptop is still shutting down and restart while playing for about 3 minutes. Here are pictures of temperature of my laptop while playing
AgnieszkaMaria81
Rising Scout
5 years ago
I tested Sims 4 again and changed my graphic card setting tp high performance for my AMD graphic card and left the game play on here own from sunday till thursday sims week and wwhat a suprise no crash no restarting my windows till now. I will test it further for another day .I will post about the result . After two another tests it shutt down my laptop twice when playing. I do not now what to do before the update on update for journey to Batuu I was playing 10 to 12 hours with no shutt down of my laptop .Something must happened when the updated was installed.
AgnieszkaMaria81
Rising Scout
5 years ago
I used Windows Diagnostic Data Viewer and it says that QtWebEngineProcess.exe is broken . This is the text. and dxdiag .
QtWebEngineProcess.exe
Description
Faulting Application Path: C:\Program Files (x86)\Origin\QtWebEngineProcess.exe
Creation Time: 19.11.2020 22:06:37
Problem: Zatrzymano działanie.
Status: Raport został wysłany
Problem signature
Problem Event Name: APPCRASH
Nazwa aplikacji: QtWebEngineProcess.exe
Wersja aplikacji: 0.0.0.0
Sygnatura czasowa aplikacji: 5cface50
Nazwa modułu z błędem: Qt5WebEngineCore.dll
Wersja modułu z błędem: 5.8.0.0
Sygnatura czasowa modułu z błędem: 5cfacd06
Kod wyjątku: 80000003
Przesunięcie wyjątku: 002df6f1
Extra information about the problem
Bucket ID: 71bc1cbe8b3f18eab1cdf3a382c5062c (1282949352469628460)
DxDiag.txt107 KB
AgnieszkaMaria81
Rising Scout
5 years ago
@crinrict I tested it again when playing witha new household 8 sims the game just break my windows and my laptop restarted again. I just moved my sim to a empty lot in Newcrest. This is a nightmare I can not play Sims 4 .
puzzlezaddict
Hero+
5 years ago
@AgnieszkaMaria81 Your first dxdiag lists two hard drives, but your second only lists one. Did you do something to disable the second hard drive? If so, please describe exactly what you did. If you didn't do anything, then it's possible that the issue with your second hard drive is causing the crashing.

Your C drive is also critically low on space. You have less than 10 GB free; 20 GB is the reasonable minimum, although you can often get away with less.

There are also a number of Origin errors in your dxdiag. Please address the free storage first, then clear Origin's cache, uninstall it "the hard way," and reinstall.

https://help.ea.com/en-us/help/faq/clear-cache-to-fix-problems-with-your-games/

https://help.ea.com/en-us/help/origin/origin/manually-uninstalling-origin/
AgnieszkaMaria81
Rising Scout
5 years ago
@puzzlezaddictI reinstalled my windows and did not create the Disk it was formatted but I create a new one now. I did all an uninstalled Origin the hard way and cleared my origin catche. But when unistalling in the registry of my windows I did not find any origin filder in windows/current version /uninstall.I run my sims 4 game for the night from 00:07 AM to 07:36 AM and the game did not crash my laptop. What I did that is run origin in offline mode.When Origin yesterday was in online mode the game cause my system shut down and restart it by overpowering my processor. My game played by 70C to 92 C in origin offline mode it did not crash.Something is wrong with origin after the update before I had not such big problem I could play Sims 4 and Sims 3 for 12 hours easy.