Product: The Sims 4Platform:PCWhich language are you playing the game in? EnglishHow often does the bug occur? Every time (100%)What is your current game version number? 11052971030What expansions, game packs, and stuff packs do you have installed? Seasons, Moschino, High School, University Life, Desert Paradise, Steps: How can we find the bug ourselves? Try doing something that makes the money pop-up show up. Either if the Sims gets home from work and earns its salary or if I try selling some furniture.What happens when the bug occurs? Every time a money pop-up shows up, the game freezes. Either if the Sims gets home from work and earns its salary or if I try selling some furniture. It happened on the last version, and it's happening with this new one too. I just bought High School expansion pack and I didn't even have the chance to try it. It's really frustrating.What do you expect to see? The game flowing normally, as it always had.Have you installed any customization with the game, e.g. Custom Content or Mods? Not now. I've removed them.Did this issue appear after a specific patch or change you made to your system? Neutral/Not Sure The game simply freezes when a money pop-up shows on the lower left corner. Every time. And I can't even close the game, I have to turn the computer off, otherwise it just stays there.

@lilicaree Please run Sims 4 in windowed mode; you can switch at the Main Menu. Trigger the error, then see whether you can still use the computer. For example, can you right-click the Task Bar and open the Task Manager? It's important to know whether the game alone is freezing or it's taking out your whole computer. While testing, please start Sims 4 without opening any other programs, aside from the EA App of course. If some apps are set to start with Windows, for example Discord, shut them down before launching the game. You'll be able to see what's running in the Task Manager, among other places. When the game freezes, you can try the opening Task Manager and a browser and whatever else is convenient.

@lilicaree Your dxdiag shows that both your laptop's graphics drivers are out of date, and a component of the Nvidia driver is crashing. Dell offers updates for both drivers here, in the Video category: https://www.dell.com/support/home/en-id/product-support/product/inspiron-14-7472-laptop/drivers Please download both, and install the Intel driver first, then the Nvidia driver after a restart. For both, right-click the download and select "Run as administrator." For the Nvidia driver, if you see the option for a Custom (not Express) install, choose that, and check the box to perform a clean install. Restart after installng the Nvidia driver and before trying to play, and if you run into the same error, please post a new dxdiag. I also want to mention that your C drive is somewhat low on free space. This isn't critical yet because 16 GB free is enough for everyday tasks. But it's not enough for Windows to install a feature update, and your laptop is one Windows build behind. So please clear about 10 GB more on C if you can, even if it's only temporary. The Downloads folder is a good place to look for unnecessary files, for exampel the driver installers you've downloaded once the drivers themselves are installed. Once you've done that, open Windows Settings > Update & Security, click the box to check for updates, let everything install, restart (whether required or not), and check for updates again. Windows can often not find certain updates until others have been installed, so keep installing and restarting until you click the button and Windows immediately says you're up to date.

@lilicaree Did you delete the localthumbcache file after removing your mods ?Do you have this for every household/save game or just specific ?

I’ve had this happen when I’ve been trying to transfer money to and from a household and a retail/vet/restaurant that I own with that household. As post says above, I cleared all the cache folders and files and the crash stopped happening.

I tried playing with other households in other worlds, and it keeps happening. There were 2 updates in the past few days and it didn't help. I deleted the localthumbcache.package and other files like that but it didn't solve the problem ☹️ It keeps happening after some money transaction happens.There are other folders that I don't know whether I should delete or not. They are: cachestr, cachewebkit, onlinethumbnailcache, avatarcache.packageDo you have any idea of what else I can do?

Money pop-up freezes game | EA Forums

15 Replies

crinrict
Hero+
2 years ago
@lilicaree Did you delete the localthumbcache file after removing your mods ?

Do you have this for every household/save game or just specific ?
Danitsia_TLP
Seasoned Scout
2 years ago
I’ve had this happen when I’ve been trying to transfer money to and from a household and a retail/vet/restaurant that I own with that household.

As post says above, I cleared all the cache folders and files and the crash stopped happening.
lilicaree
2 years ago
I tried playing with other households in other worlds, and it keeps happening. There were 2 updates in the past few days and it didn't help. I deleted the localthumbcache.package and other files like that but it didn't solve the problem ☹️ It keeps happening after some money transaction happens.
There are other folders that I don't know whether I should delete or not. They are: cachestr, cachewebkit, onlinethumbnailcache, avatarcache.package
Do you have any idea of what else I can do?
crinrict
Hero+
2 years ago
Try the following

Close the game

Rename Documents\Electronic Arts\The Sims 4 to Documents\Electronic Arts\The Sims 4_Old

Repair the game

Start the game. All your content will be gone now as the game created a new folder. All your saves/.. is still in the old folder so not to worry

Start a new save game

Check if you still have the error

Report back with your results for further steps on how to get your stuff back.
lilicaree
2 years ago
I repaired it and started a new one, and the error is still happening :disappointed: I don't know what else to do. Is there a way to uninstall everything and begin again? I'm not sure if it will help.
crinrict
Hero+
2 years ago
@lilicaree did you follow the instructions above ?
lilicaree
2 years ago
@crinrict Yes, I did:
Close the game
Rename Documents\Electronic Arts\The Sims 4 to Documents\Electronic Arts\The Sims 4_Old
Repair the game
Start the game
Start a new save game

And the error is still happening
puzzlezaddict
Hero+
2 years ago
@lilicaree Please run Sims 4 in windowed mode; you can switch at the Main Menu. Trigger the error, then see whether you can still use the computer. For example, can you right-click the Task Bar and open the Task Manager? It's important to know whether the game alone is freezing or it's taking out your whole computer.

While testing, please start Sims 4 without opening any other programs, aside from the EA App of course. If some apps are set to start with Windows, for example Discord, shut them down before launching the game. You'll be able to see what's running in the Task Manager, among other places. When the game freezes, you can try the opening Task Manager and a browser and whatever else is convenient.
lilicaree
2 years ago
Hey!
So I tried doing what you suggested. The error occurs when I complete those "tasks" and money comes in. I managed to close the app when in windowed mode and I could use my computer normally. The Sims froze, but the rest of the computer was ok.
puzzlezaddict
Hero+
2 years ago
@lilicaree For the Task Manager, you'd want to click More Details to see anything else running. But that wasn't really the point anyway—you've established that the game itself is freezing, not your system.

Please try playing in a clean boot:

https://support.microsoft.com/en-us/topic/how-to-perform-a-clean-boot-in-windows-da2f9573-6eec-00ad-2f8a-a97a1807f3dd

The one service to leave enabled is the EABackgroundService, which the EA App needs in order to run. Disable the rest as described.

When you reboot your computer, go through the Task Manager's background processes list shutting down any service that doesn't absolutely need to be running, for example anything from MSI Afterburner to RGB software might still be enabled. If you accidentally kill a critical process and it doesn't restart on its own, just reboot your computer again.

Don't open anything other than Sims 4 and the EA App while testing, not even a browser window.

If that doesn't help, please run a dxdiag and attach it to a post.

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