My game keeps crashing after clean Windows install

@asimbsim  The BlueScreen means this is likely not a Sims 4 issue, or rather not entirely a Sims 4 issue, although the game could be triggering the problem.  Please start by running a dxdiag and attaching it to a post.

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

Thank you. I've attached the dxdiag. It doesn't always goes to the blue screen, mostly it just goes to desktop.  But I've never had the blue screen on this pc before so it's not a good sign :-/

@asimbsim  No, BSODs are never a good sign.  Your dxdiag lists two, and while the type of error is clear from the code, the cause is not.  So please upload any recent dump files you can find.  Open a File Explorer window, enter C:\Windows\Minidump in the address bar, and grab any files dated after your clean Windows install.  (Right-click on the files and select Copy, then right-click on your desktop and select Paste.)  Zip the files together, upload them to the free filehosting site of your choice, and link them here.

I'll take a look in the morning... or rather, later in the morning.

I really appreciate you looking, thank you :-)

Hopefully this link will work. I only have one file in it.

https://drive.google.com/file/d/1LZoPU96DVLTuv3X9580HJrPF4QmzSUfk/view?usp=sharing

@asimbsim  Sorry for the late reply; this is a new error for me, although it's certainly not new in general.

The BSOD points to corruption of critical data, and the faulting module is a Windows process, not Sims 4 and not some other third-party software.  Among the potential causes are a virus that modifies critical files, and a problem with your installed memory.  Since you only recently installed Windows 10 on your SSD, a virus is less likely, although it's certainly still possible.

If you have a preferred virus scanner, use that.  Otherwise, download and install Malwarebytes (the free version is fine), launch it, click Scan in the left panel, then Custom Scan, Configure, and scan for everything listed.  It'll take some time.

For the memory, what do you have for RAM: manufacturer, product name, size, speed, and timing?  If it's easier, you can just list the product number on the RAM sticks.  It would be a good idea to run MemTest86, if you have a USB lying around that you don't mind erasing.

https://www.overclockersclub.com/guides/memtest86_memory_guide/

Otherwise, you can use Windows 10's built-in tool.  Hit Windows key-R, enter "mdsched" without quotes, and let the program restart your computer and test your memory.

Let me know how this goes.  If nothing turns up in either scan, I'll ask for a second opinion; as I said, this particular error is new for me.

Thanks so much for getting back to me :-)  That's really interesting and very annoying about the faulting module being a windows process!

I did a virus scan and it found a PUP file, which I've quarantined and deleted.

I recently added an 8gb RAM to my system, so I thought maybe I'd installed it wrong, so I went back in and did it again to make sure it was secure.

Then I ran the "mdsched" scan and it said it detected no faults, and then as the system was restarting itself, the whole system froze at the startup screen, before it'd even reached the password screen before my desktop - so I had to turn it off at the power supply. It did the same thing last night when I was using it, the mouse cursor just froze in place and I couldnt do control, alt, delete or anything. :-(

So the scan's seem fine, which is really bizarre.

The product numbers (I think partnumber is the same?) for the RAM sticks are: for the DIMM_A1 stick: BLS8G3D1609DS1S00, for the DIMM_B1 stick: CT102464BD160B.M16

They are both 8gb, both DIMM DDR3 with 1600 speed

Do you think it's worth completely reinstalling Windows 10 again, if the problem is windows? Or is it an unfixable windows bug type thing?

My PC was running hot before the clean install, but I never had these bugs with my old version of windows :-/

I really appreciate your help!!

@puzzlezaddict  Thanks for tagging.

@asimbsim 

Pull the new Ram stick > Test.

If that not helps, run chkdsk on your system drive:

• Press the Windows key and "X" at the same time.
• Choose "command prompt (Administrator)" or "Power shell (Administrator)"
• At the prompt, copy and paste "chkdsk x: /f /r" (Without the quotes, change x to the drive letter of the system drive.) > ENTER.
• Choose "Y" at the dialogue > Restart the machine.
• Here is a guide on how to find the Chkdsk log after you are back in Windows.

Also check all cable to the hard drive. (Data, Power)

Edit: Did you changed anything in BIOS?

Thank you so much for your help, and sorry for the delayed reply. I've been trying to test my pc out to make sure it seems sorted. I think you're right, it seems the new RAM stick was to blame for the crashing because it hasn't happened since (fingers crossed it stays that way!) Very annoying because I did the pc scan on the Scan website to find a compatible RAM stick :-/

But taking it out does seem to have solved the crashing problem, so thank you!

I do still get an annoying freezing, but usually only when I'm using the internet and it seems to unfreeze if I leave it for 5-10 mins. In the "processes" bar of "task manager" when it does eventually unfreeze, the history during that time shows a massive increase to 100% usage of CPU, GPU and a massive constant fluctuation of ethernet connection - no idea what that's about!! Technically it's working better and more stable, but I can't shift the uneasy feeling of something just not being quite right:-/

But as the actual crashing goes, it seems (hopefully) solved! So thank you so much for your help, I really appreciate it :-)

@asimbsim 

Good to hear that you solved it. 🙂

In case you still want more Ram, look at the vendors side of your Motherboard.

There you should find a list with Ram that was tested and deemed compatible with your board.

In general it is always better to have two identical sticks, but if you find one on that vendor list that matches the general characteristics of your Ram, it should work just fine.