PC falling asleep when paying Sims 4 or after exiting

Hi @Madamelee 

Did you follow the last instructions from PuzzleAddict ie: Please play for at least 20 minutes, unless your computer freezes first. And again, please start logging and then wait five minutes before launching Origin and Sims 4. from your last thread..

I'm sure PuzzleAddict will be by, when time permits, in the meantime just thought I'd add a few tips (I don't decipher dx.diag anymore)  However, I see a lot of 2014 - 2019 dates, and practically none for 2020.. have you been online to check (like for example, Intel can scan your pc for updates 

I also use DriverEasy, as it keeps all drivers up to date as well.. do you use any spam-ware cleaners? (also a necessity when downloading a lot of cc/mods) I use AdwCleaner, Malwarebytes, and Ccleaner to name a few.

Hope this helps in the meantime,

Sasha

@Madamelee  Your dxdiag lists a number of Windows update failures, even if your computer thinks it's completely updated.  It's possible that the updates fail and then go through later; I can't tell from here.  But between that and the other Windows errors, there's nothing conclusive to indicate why your computer is crashing when you play, or when you're done playing.

I'd still really like to see an hwinfo log.  Even if there's no obvious problem, it would still effectively eliminate a few common causes of what you describe.  Without more info, I'm just guessing, and that's not particularly helpful for either of us.

I haven't yet tried to play Sims to test my computer.  I have updated some drivers-I had 19 yesterday, 17 earlier today,  and after using a different upgrade tool (Recommonded by Dad)  to update at least 9 drivers- the Easy Driver said I still have 12  drivers still need updating.   Anyway using the other tool (Boost Driver)-when it started to shut down I had the problem I been having for awhile (ie: computer freezes up and I can't use any of the normal methods of shutting down).  I was able to use the power button to shut it off..   I included the newest DxDiag 

Hi @Madamelee 

excerpt from answer via pm a while ago.. (though you did continue to pm me) 🤔

17/08/2020

Hi, sorry to hear you're still having issues, however I cannot help via pm.

1: for your Origin reply problem: (not being able to reply to threads, etc)edit:  glad you seem to have fixed this

- Go here: https://help.ea.com/en/contact-us/#

- Log in (top right corner) with Origin credentials

- Click on Sims 4, then follow by choosing PC, technical problem, then select contact option

- On the next page click on + by the chat option, fill what's necessary so EA support will contact you through chat

or see more details here: https://answers.ea.com/t5/EA-General-Questions/How-to-contact-a-Game-Advisor-using-the-new-EA-Help-p...

2: For your pc issue, I'd suggest taking your pc to a local technician, most offer a free quote.

Additional from my pm:

3: I see a pc tech at least once a year, to ensure my pc is running well (I give it a hard time, huge amount of games, and video / art editing apps etc) it's a 2014 Alienware 17, this 'service' does not cost much, as it is like a tune up for a car, imo.

4: Also, a Windows update caused many a lot of problems a short time ago.. I had to have a tech update it past the older version, as it kept not 'updating' etc, this was a difficult update for many, and if you search on a search engine, you'll see what I mean. (I think it was the windows 1909, but no idea it this issue is connected).

5: Glad your mouse is working again, yes.. DriverEasy is easiest to work with, via the paid version unfortunately, then it updates them all on the go, otherwise, at least it tells you which ones you need to update.

5: I'll leave the issue with @puzzlezaddict, as he has more technical information.

All the best, and I hope you sort out your issue.  Which is more pc related than your game, it sounds to me.

Sasha.

@puzzleaddict   I played the sims from 24mins down to 09:35mins before the computer froze up.    I did get one last exception from it.. but its empty (and apparently one of my other mods is causing the problem of the LE not doing its job).  and unfortunately I wasn't using HWI at the time. I included the Dxdiag.

This is after I updated the drivers AND fixed the windows updates

@Madamelee  I'd still really like to see an hwinfo log.  It's easy to run one while you play.  The errors in your dxdiag are the same ones we've been seeing for a while now, and the usual steps to address them haven't helped.  So either the problem is more persistent than expected, or it's a different problem.

@puzzlezaddict  

I had posted an entire thread but it didn't seem to get posted or did the site delete it?    Yesterday after posting the log I discovered in the tray folder that there was media (video) files and one save folder- could it be causing problems? 

Anyway I haven't played on August 29th,  and I have tried a million different things between May and now- I started having problems in May and its just gotten worse   I updated Windows several times,  I have tried playing with and without mods,  even enabling a pack I have disabled.. still the same result has happened- PC freezes up.   I checked with the CP "scanfrow" method,    Window's memory check, etc.   In the last 2 weeks I have a new mouse but still have the same problem.   When I had a similar problem (computer freezes up) I would be  to use I think the Crtl+Alt+Delete..  I would also blame the heat outside but this time the computer freezes up it doesn't matter what its like outside- same result happens.  except for the Sims game itself the only other thing I have running is origin (since you can't get the Sims to play without the origin) and I tried lowering settings, doing a million other suggestions.  I even have a fan on and off and still computer freezes up

PS. if we wanted to use compressed air to vacuum the computer would we need to unscrew the tower's back?    I mean the computer is from 2014- but except for a couple of times it hasn't been vacuumed underneath the desk in awhile- so could that be the problem?  

When someone had a simliar problem last year they were able to fix it via the Registry but I don't want to fiddle around too much with that.  

It just this only started to be a problem for me about May 17 this time, and it seems to get worse but then it's just me

But it's just until it became a major problem of sorts in May I was still able to play for hours without it causing issues unless it was humid outside

Oh it only has happened a couple of times when I wasn't playing Sims 4.. but mostly happens when I'm playing Sims 4 

@Madamelee  I honestly don't know why your computer is freezing, which is why I was hoping an hwinfo log would give some more information.  If you want to clean it, that's a good idea, and it should be done regularly anyway.  Compressed air, for blowing dust off the internal components, is useful, but vacuuming runs the risk of dislodging and removing some small part of the motherboard.

I don't know what your computer looks like, but in general, to clean a desktop, you'd lay it on its side and remove the front side panel, then have a look inside.  You may need to remove the fans as well in order to clean them thoroughly.  And it's definitely a good idea to vacuum the floor underneath and around where the computer normally sits.

Please don't try to play with the fan off.  Computer hardware generates a lot of heat when running even a moderately demanding game, and if that heat isn't dissipated, the hardware can easily overheat and cause a shutdown, or even be damaged as a result.  One of the things hwinfo measures is internal temperatures, so it should be clear from a log whether any component is overheating.

@puzzlezaddict 

I tried playing my Sims tonight (I wanted to try yesterday, but I had origin problems.   I got it to go from 24mins down to15:43mins  before the computer froze up and fell alseep.  The only difference is yesterday Dad vacuumed the area around the computer for the first time in like forever..I do notice that the only difference between log 2 and log 3 (from yesterday) is the fact that log 2 had a hardware error which didn't exist after the vacuuming.   I can't use the link because it unfortunately only opens up in a spreadsheet and I can't re-change it to make it a more appropriate format https://drive.google.com/file/d/1_9irrDErVyJXi0OI9xTSy0AQx7T6jpPw/view?usp=sharing 

but here's what I find in the crashdumps  https://drive.google.com/drive/folders/1yuQRsG9TFapBHFeNT5-VXs3D1u3z1xXK?usp=sharing 

@puzzlezaddict  Tonight I tried to play Sims starting at the 20min mark.but I only got down to  15:39mark before the computer sort of froze up and said "montior going to sleep" and sort of shut itself off.   I screwed up the files from the other week..so it means I can't post the log in any format which isn't a spreedsheet https://drive.google.com/file/d/1qhOBeQo2Fj86Y8TErAEo4N-ALV9PzIBC/view?usp=sharing