My game keeps crashing

miasaleemah  Please provide a dxdiag.  Hit Windows key-R, enter dxdiag in the run box, wait for the scan to finish, click "Save all information," and save the file to your desktop.  From there, you can attach it to a reply using the camera (Insert Media) icon included with the other formatting buttons.

binibabi333  Thanks for the dxdiag, and yes, I do see something relevant, specifically the faulting module in the Sims 4 crashes.  It's part of the Intel graphics driver and should be cleared up if you switch Sims 4 to DirectX 11 mode.  So please open the EA App game library, click Sims 4 > Manage > View properties, and add -dx11 to the command line box.

Here's the dxdiag file

miasaleemah  Your dxdiag shows some serious crashes of one of the graphics drivers, which would explain the Sims 4 crashes.  Since the dxdiag also lists some generic Windows update errors, please start with a couple of basic checks of your Windows system files:

• Hit Windows key-X
• Choose either “PowerShell (Administrator)” or “Windows Terminal (Administrator),” whichever option is offered
• Inside the window that appears, copy and paste “DISM.exe /Online /Cleanup-image /Restorehealth” without quotes, and enter
• The system will start validating soon. If it throws an error, please list it here
• After it reaches 100%, hit Windows key-X again
• Again, choose “PowerShell (Administrator)” or “Windows Terminal (Administrator)”
• Inside the window, copy and paste “sfc /scannow” without quotes, and enter
• Post the message you receive here

Restart your computer, hit Windows key-i, select Update & Security, and click the box to check for updates.  If any install, restart again afterwards.

For the graphics driver, please install the newest version available from Nvidia.  Go here:

https://www.nvidia.com/en-us/drivers/

Choose GeForce, GTX 16 series (Notebooks), GTX 1650, Windows 11, and download the Game Ready Driver from October 22.  Run the installer as an admin: right-click the download and select "Run as administrator."  Choose the Custom (not Express) install method, and check the box to perform a clean install.  Restart your computer after installing and before trying to play.

miasaleemah  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 this helps, you can selectively reenable services until you find the culprit, then either leave that disabled or (if it belongs to an app you want to keep using) let me know what it is so we can try to fix the underlying issue.

If the game freezes or crashes in a clean boot, please try again, except with your computer offline.  You can sign into the EA App and put it in offline mode, then disable wifi and/or disconnect the ethernet cable before pressing Play.

If this doesn't help either, please look for new errors in the Reliability Monitor.  Hit Windows key-R and enter "perfmon /rel" without quotes, and you'll see a chart of errors and updates with a column for each day.  Today is on the right.

Look for an error that happened at exactly the time of your most recent Sims 4 crash, specifically in the clean boot.  If you find one, double-click it to see more details, then copy that info and paste it into a reply here.  If you don't see a new error, check back in an hour or so—the Reliability Monitor doesn't always update right away.

miasaleemah  You're right, this is probably a hardware error.  This is the same crash of one of the graphics drivers, which usually implicates the driver itself, but you've already removed and reinstalled both drivers and (in the clean boot) disabled other programs that might be conflicting.  Just in case, you could try playing with your antivirus disabled, but an overactive AV usually won't cause this kind of error.

So I would seriously consider having this laptop examined in person, which is going to be more thorough than anything we could accomplish over the internet.  In the interim, if you'd like to keep playing, you can force Sims 4 to use the Intel iGPU.  Performance will be worse, but the game should run, and if you get another one of these errors, you'll know it's not the fault of the Nvidia GPU.

To force the use of the Intel chip, open Windows Settings > System > Display > Graphics settings, click Browse, and add TS4_x64 to the list.  Choose the power-saving option.  Do the same for TS4_DX9_x64 and TS4_Launcher_x64.

puzzlezaddict

I am also having this issue of the game constantly crashing. It didn't start happening until after I installed the Life & Death pack. I did a repair through the EA platform yesterday and today the game seemed to do better for a while, but it just crashed again. 

I've attached my DxDiag file; can you take a look and see if anything stands out?

puzzlezaddict 

 have also been having this same issue since just before life and death was released. I would really appreciate some help as well, thank you!

here's my DxDiag

b0678191dbce31e4  Are you able to play, but the game crashes after you've loaded a save; or are you unable to load the game at all?  The crashes in your dxdiag look like the first one, and this type of crash is currently most often related to ReShade or GShade.  So if you use either of those, please remove it and repair the game (EA App > Sims 4 > Manage > Repair).

If that doesn't help or isn't relevant, please uninstall any Razer apps you use: Synapse, Cortex, whatever you can find.  You may be able to reinstall them later, but please test with them removed.

If you can't play at all, that's a different issue, usually fixed by one of these settings changes:

Game won’t launch | EA Forums - 4992631
Managed to fix my problem where it crashes during launch after update | EA Forums - 4998584

miasaleemah  I understand your point, but among the many reports, and many dxdiags, I've seen since the patch, there have been relatively few LiveKernelEvent 141 errors.  The players with these errors who've replied to my suggestion to uninstall and reinstall the driver have all or almost all said it fixed the problem.  So while there is definitely a plethora of crashing-related issues, they're not really your particular issue.