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erinh1999's avatar
erinh1999
6 years ago
Solved

Laptop shuts down when playing Sims 4

Hi! I recently got the Dell G3 3590 i7 laptop, and while I love it, it's becoming a problem to play Sims now because the laptop keeps shutting down. I checked and the laptop meets the requirements fo...
pc
  • puzzlezaddict's avatar
    puzzlezaddict
    6 years ago

    @erinh1999  Don't worry about the late reply.  People get busy and often don't have time to troubleshoot.  Whenever you do have a chance to come back, someone will be here to try to help.

    Minidumps can get deleted after a while (I'm not sure how long), depending on your settings.  If you haven't had a critical event recently, then you wouldn't see a dump file.  Game freezes and crashes don't count; I mean things like BlueScreens and LiveKernelEvents.  But if you do happen to see a BlueScreen, please look for a minidump as soon as you reboot.

    The folders that are empty are also not necessarily anything to worry about.  Like minidumps, the files inside can be deleted after a certain amount of time, but the folders are left behind.  Having said that, if you happen to have a program running that automatically deletes temp files, please disable it for now.  It's more important to get that information than to keep your hard drive clean.

    Your new dxdiag shows crashes of Nahimic (audio enhancement software) and the newer version of the Alienware Command Center.  I'd uninstall Nahimic first, as it's known to cause issues with many games, not just Sims 4.  You may be able to uninstall it through Windows Settings > Apps.  Or if you'd like to keep it for now but test the game without it, you can find it in the Task Manager and End Task.

    If playing without Nahimic doesn't help, uninstall the Alienware Command Center as well, at least for now.  Here's how:

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

    If that doesn't help either though, the next step is hardware monitoring.  (I posted instructions under a spoiler a couple posts ago.)  Even though this laptop is new, it could have a hardware issue, and this is the fastest way to find out.  And if there is a problem, it's better to find it while the laptop is still under warranty.

erinh1999's avatar
erinh1999
6 years ago

Hi! 

I've run another test, so I'll link it below. As for the minidump one, I search it and the folder is empty. I'm definitely searching the right thing as I've copied what you told me to into the search bar on the file explorer. Is that something to worry about? I don't understand now why half the folders are empty or have no data etc. 

I've also run SupportAssist and everything came back fine this time, which is great. I've emailed Dell support as well. Considering this is a new laptop, and it's got the recommended system for running Sims, I'm bummed that I have to even ask people to help me fix the problems it shouldn't even have. I haven't changed any settings on the laptop when I set it up and did everything it recommended me to choose as settings. Again, sorry for the late reply. Works been super busy with the virus that's ongoing at the moment. Thank you for all your help! I hope you're staying safe. 

puzzlezaddict's avatar
puzzlezaddict
Hero+
6 years ago

@erinh1999  Don't worry about the late reply.  People get busy and often don't have time to troubleshoot.  Whenever you do have a chance to come back, someone will be here to try to help.

Minidumps can get deleted after a while (I'm not sure how long), depending on your settings.  If you haven't had a critical event recently, then you wouldn't see a dump file.  Game freezes and crashes don't count; I mean things like BlueScreens and LiveKernelEvents.  But if you do happen to see a BlueScreen, please look for a minidump as soon as you reboot.

The folders that are empty are also not necessarily anything to worry about.  Like minidumps, the files inside can be deleted after a certain amount of time, but the folders are left behind.  Having said that, if you happen to have a program running that automatically deletes temp files, please disable it for now.  It's more important to get that information than to keep your hard drive clean.

Your new dxdiag shows crashes of Nahimic (audio enhancement software) and the newer version of the Alienware Command Center.  I'd uninstall Nahimic first, as it's known to cause issues with many games, not just Sims 4.  You may be able to uninstall it through Windows Settings > Apps.  Or if you'd like to keep it for now but test the game without it, you can find it in the Task Manager and End Task.

If playing without Nahimic doesn't help, uninstall the Alienware Command Center as well, at least for now.  Here's how:

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

If that doesn't help either though, the next step is hardware monitoring.  (I posted instructions under a spoiler a couple posts ago.)  Even though this laptop is new, it could have a hardware issue, and this is the fastest way to find out.  And if there is a problem, it's better to find it while the laptop is still under warranty.

  • erinh1999's avatar
    erinh1999
    6 years ago

    Hi! 

    Oh my gosh you’re a star!! I can’t thank you enough! I couldn’t actually uninstall the Nahimic but I’ve disabled it and so far (I’ve played quite a lot) no crashes or even lag! It’s perfect, thank you so much! The laptop still gets hot, but apparently this sort of laptop just does so I’ve bought it a cooling pad and that helps a lot too. I really can’t thank you enough for all your help, especially after Dell weren’t helpful at all and said it was probably Origin that was causing the issue. 

    Thank you again! 

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