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rachiefase's avatar
rachiefase
New Rookie
8 months ago
Solved

python37_x64.dll errors.

My game will not stop crashing. Sometimes it's 5 minutes in, sometimes it's 20 minutes in, but it will always crash. Here is what I have tried: Uninstalling and Re-installing TS4 Deleting the Sims...
pc
  • rachiefase's avatar
    rachiefase
    8 months ago

    @puzzlezaddict, thanks for all the suggestions. I did try a Clean Boot but that didn't work. I DID go back into the BIOS, though, to double-check on the overclocking situation. I'd gone and looked at it last week and all the OC stuff seemed to be disabled (which is how I like it) but I found a sneaky "Turbo Boost" setting for my CPU that I disabled and, so far so good?

    I am super hesitant and nervous to say that I've found the solution but I have had the game running for a few Sim days now with no crashing where before I couldn't even do one full day in-game. Going to try to stress it out a bit with some travel and clicking around but I can tentatively say that the Turbo Boost on the CPU seems to be the issue. I'll check back in this thread if I turn out to be wrong! Thanks again for your help with this.

puzzlezaddict's avatar
puzzlezaddict
Hero+
8 months ago

@rachiefase  Your dxdiag lists one crash of the EA App, so please uninstall it with Revo Uninstaller (the free version is fine), and restart your computer before reinstalling it.

If that doesn't help either, try playing 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.  I realize this isn't a helpful long-term solution, but it is an informative test.  Try in both DX9 and 11 modes, and with a clean Sims 4 user folder.

  • rachiefase's avatar
    rachiefase
    New Rookie
    8 months ago

    Thanks for the reply!

    I tried as you suggested and uninstalled the EA App with Revo, then restarted and re-installed. No change except that in the Event Viewer I saw an error that I hadn't seen before:

    "The EABackgroundService service is marked as an interactive service. However, the system is configured to not allow interactive services. This service may not function properly."

    I tried toggling it off in the App settings, but it remains on regardless and I cannot disable it without it shutting down the entire app. I also tried playing offline and reset my Sims 4 folder as well with no change. Tried both DX9 and DX11. The game will crash consistently, its only a matter of whether it will crash quickly, or wait a while before crashing.

    I've attached two more DXDiag files, each from right after a crash happened. I don't know if they will be useful, but please let me know if I can get you any other info from my end.

    Thanks for the help, I really appreciate it. Here was the most recent crash event from Event Viewer:

    Faulting application name: TS4_x64.exe, version: 1.108.349.1020, time stamp: 0x66ac1eaf
    Faulting module name: TS4_x64.exe, version: 1.108.349.1020, time stamp: 0x66ac1eaf
    Exception code: 0xc0000005
    Fault offset: 0x00000000012122ab
    Faulting process id: 0x0x8770
    Faulting application start time: 0x0x1DAF269CAEAE188
    Faulting application path: B:\EA App\The Sims 4\Game\Bin\TS4_x64.exe
    Faulting module path: B:\EA App\The Sims 4\Game\Bin\TS4_x64.exe
    Report Id: ef778433-d8b6-49f7-9d35-6257c817ee99
    Faulting package full name:
    Faulting package-relative application ID:

    • rachiefase's avatar
      rachiefase
      New Rookie
      8 months ago

      I've spent the day trying out everything I can think of and feeding any DxDiag files into ChatGPT to see if it had some guidance for me. It suggested that the game might not be compatible with my GPU and gave me a list of things to try.

      • I rolled back my GPU drivers to one from 2 months ago because I know the game was working fine up until a couple of weeks ago and I remember a driver update being released around that time as well.
      • I tried lowering the graphic settings in game
      • I tried playing on Fullscreen, Windowed and Windowed Fullscreen.
      • Turned down the refresh rate in game.
      • Turned off Post processing and Uncompressed textures in game.
      • Uninstalled the game using Revo and reinstalling.

      I'm gonna be honest. I have a beast of a machine and work as a 3D Artist. My computer, including the GPU, is working all day every day with absolutely no issues with any other heavy application. I have no idea what to try to solve the problem with this singular, comparatively lightweight game.

      • puzzlezaddict's avatar
        puzzlezaddict
        Hero+
        8 months ago

        @rachiefase  Have you overclocked your system at all, and if so, does it help to remove the overclock(s)?  You may not want to use the computer like this in general, but it's a helpful test.  Even an XMP profile on the memory might be a problem.  The GPU's factory overclock is likely fine, but please test without anything else.

        If that doesn't help, please disconnect everything from the system except for one monitor and your keyboard and mouse.  Here again, it's a useful test more than a fix.

        If that doesn't help either, 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.

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