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Anonymous's avatar
Anonymous
10 years ago
Approved

Re: App Crash

@bredine

It could be something really benign like your drivers being outdated. Let's get your DXDiag so we have a better idea of what you're playing with. 🙂

To gather a DXDIAG on your computer, please follow the steps below:
1.  Press and hold the Windows key and the letter R on your keyboard
2.  You will see a Run box in the lower-left corner of your screen
3.  Type dxdiag in the text field
4.  Click OK
5.  If your computer has a 64-bit version of Windows, click the button Run 64-bit DXDIAG (see screenshot below)
6.  If your computer has a 32-bit version of Windows, that button will not be available

64-bit Users will notice the "Run 64-bit DxDiag" button in the bottom-left next to "Help" and should click it once it becomes available.  32-bit Users will not have this as a visible option.
Once you have an open DXDIAG report, there are several pieces of information that are especially helpful in pinpointing the cause of game performance issues:
    • The main page of the DXIDAG is the System tab. On the System tab, make a note of what is written next to Operating System, Processor, and Memory. Those three pieces of information are the key components of the System tab.
    • Next, click on the Display tab. On the Display tab (seen in the screenshot below) please note the information written next to the word Name. Finally, on the right-hand side of the Display tab is a Drivers heading. Please note what is written next to the word Date.

If you have any trouble reading the DXDIAG file yourself, you can save all the DXDIAG info as a text file and send it to an EA advisor for more assistance.

7.  Click the Save All Information button, found on the bottom of the DXDIAG report
8.  Save this text file to your Desktop if possible, then go to hastebin.com and copy the contents of the file.
9. Give us the link of the paste in a reply to this thread. 🙂

8 Replies

  • bredine's avatar
    bredine
    10 years ago

    Thanks for getting back to me so soon, I hope this is all the information you need.


    System Information

       Operating System: Windows 7 Home Premium 32-bit (6.1, Build 7601) Service Pack 1 (7601.win7sp1_gdr.150525-0603)
               Language: English (Regional Setting: English)
    System Manufacturer: MSI
           System Model: MS-7522
                   BIOS: Default System BIOS
              Processor: Intel(R) Core(TM) i7 CPU         930  @ 2.80GHz (8 CPUs), ~2.8GHz
                 Memory: 6144MB RAM
    Available OS Memory: 3064MB RAM
              Page File: 1740MB used, 4382MB available
            Windows Dir: C:\Windows
        DirectX Version: DirectX 11
    DX Setup Parameters: Not found
       User DPI Setting: Using System DPI
     System DPI Setting: 96 DPI (100 percent)
        DWM DPI Scaling: Disabled
         DxDiag Version: 6.01.7601.17514 32bit Unicode

    ---------------
    Display Devices
    ---------------
              Card name: NVIDIA GeForce GTX 460
           Manufacturer: NVIDIA
              Chip type: NVxx
               DAC type: Integrated RAMDAC
             Device Key: Enum\PCI\VEN_10DE&DEV_0E22&SUBSYS_216619DA&REV_A1
         Display Memory: 2252 MB
       Dedicated Memory: 977 MB
          Shared Memory: 1275 MB
           Current Mode: 1920 x 1080 (32 bit) (60Hz)
           Monitor Name: Generic PnP Monitor
          Monitor Model: SyncMaster
             Monitor Id: SAM05CD
            Native Mode: 1920 x 1080(p) (60.000Hz)
            Output Type: HDMI
            Driver Name: nvd3dum.dll,nvwgf2um.dll,nvwgf2um.dll
    Driver File Version: 9.18.0013.4752 (English)
         Driver Version: 9.18.13.4752
            DDI Version: 11
           Driver Model: WDDM 1.1
      Driver Attributes: Final Retail
       Driver Date/Size: 2/20/2015 01:19:32, 14119744 bytes
            WHQL Logo'd: n/a
        WHQL Date Stamp: n/a
      Device Identifier: {D7B71E3E-4D62-11CF-FA68-6B011CC2C435}
              Vendor ID: 0x10DE
              Device ID: 0x0E22
              SubSys ID: 0x216619DA
            Revision ID: 0x00A1
     Driver Strong Name: oem2.inf:NVIDIA_SetA_Devices.NTx86.6.1:Section002:9.18.13.4752😛ci\ven_10de&dev_0e22
         Rank Of Driver: 00E02001
            Video Accel: ModeMPEG2_A ModeMPEG2_C ModeVC1_C ModeWMV9_C
       Deinterlace Caps: {6CB69578-7617-4637-91E5-1C02DB810285}: Format(In/Out)=(YUY2,YUY2) Frames(Prev/Fwd/Back)=(0,0,0) Caps=VideoProcess_YUV2RGB VideoProcess_StretchX VideoProcess_StretchY DeinterlaceTech_PixelAdaptive
                         {F9F19DA5-3B09-4B2F-9D89-C64753E3EAAB}: Format(In/Out)=(YUY2,YUY2) Frames(Prev/Fwd/Back)=(0,0,0) Caps=VideoProcess_YUV2RGB VideoProcess_StretchX VideoProcess_StretchY
                         {5A54A0C9-C7EC-4BD9-8EDE-F3C75DC4393B}: Format(In/Out)=(YUY2,YUY2) Frames(Prev/Fwd/Back)=(0,0,0) Caps=VideoProcess_YUV2RGB VideoProcess_StretchX VideoProcess_StretchY
                         {335AA36E-7884-43A4-9C91-7F87FAF3E37E}: Format(In/Out)=(YUY2,YUY2) Frames(Prev/Fwd/Back)=(0,0,0) Caps=VideoProcess_YUV2RGB VideoProcess_StretchX VideoProcess_StretchY DeinterlaceTech_BOBVerticalStretch
                         {6CB69578-7617-4637-91E5-1C02DB810285}: Format(In/Out)=(UYVY,UYVY) Frames(Prev/Fwd/Back)=(0,0,0) Caps=VideoProcess_YUV2RGB VideoProcess_StretchX VideoProcess_StretchY DeinterlaceTech_PixelAdaptive
                         {F9F19DA5-3B09-4B2F-9D89-C64753E3EAAB}: Format(In/Out)=(UYVY,UYVY) Frames(Prev/Fwd/Back)=(0,0,0) Caps=VideoProcess_YUV2RGB VideoProcess_StretchX VideoProcess_StretchY
                         {5A54A0C9-C7EC-4BD9-8EDE-F3C75DC4393B}: Format(In/Out)=(UYVY,UYVY) Frames(Prev/Fwd/Back)=(0,0,0) Caps=VideoProcess_YUV2RGB VideoProcess_StretchX VideoProcess_StretchY
                         {335AA36E-7884-43A4-9C91-7F87FAF3E37E}: Format(In/Out)=(UYVY,UYVY) Frames(Prev/Fwd/Back)=(0,0,0) Caps=VideoProcess_YUV2RGB VideoProcess_StretchX VideoProcess_StretchY DeinterlaceTech_BOBVerticalStretch
                         {6CB69578-7617-4637-91E5-1C02DB810285}: Format(In/Out)=(YV12,0x32315659) Frames(Prev/Fwd/Back)=(0,0,0) Caps=VideoProcess_YUV2RGB VideoProcess_StretchX VideoProcess_StretchY DeinterlaceTech_PixelAdaptive
                         {F9F19DA5-3B09-4B2F-9D89-C64753E3EAAB}: Format(In/Out)=(YV12,0x32315659) Frames(Prev/Fwd/Back)=(0,0,0) Caps=VideoProcess_YUV2RGB VideoProcess_StretchX VideoProcess_StretchY
                         {5A54A0C9-C7EC-4BD9-8EDE-F3C75DC4393B}: Format(In/Out)=(YV12,0x32315659) Frames(Prev/Fwd/Back)=(0,0,0) Caps=VideoProcess_YUV2RGB VideoProcess_StretchX VideoProcess_StretchY
                         {335AA36E-7884-43A4-9C91-7F87FAF3E37E}: Format(In/Out)=(YV12,0x32315659) Frames(Prev/Fwd/Back)=(0,0,0) Caps=VideoProcess_YUV2RGB VideoProcess_StretchX VideoProcess_StretchY DeinterlaceTech_BOBVerticalStretch
                         {6CB69578-7617-4637-91E5-1C02DB810285}: Format(In/Out)=(NV12,0x3231564e) Frames(Prev/Fwd/Back)=(0,0,0) Caps=VideoProcess_YUV2RGB VideoProcess_StretchX VideoProcess_StretchY DeinterlaceTech_PixelAdaptive
                         {F9F19DA5-3B09-4B2F-9D89-C64753E3EAAB}: Format(In/Out)=(NV12,0x3231564e) Frames(Prev/Fwd/Back)=(0,0,0) Caps=VideoProcess_YUV2RGB VideoProcess_StretchX VideoProcess_StretchY
                         {5A54A0C9-C7EC-4BD9-8EDE-F3C75DC4393B}: Format(In/Out)=(NV12,0x3231564e) Frames(Prev/Fwd/Back)=(0,0,0) Caps=VideoProcess_YUV2RGB VideoProcess_StretchX VideoProcess_StretchY
                         {335AA36E-7884-43A4-9C91-7F87FAF3E37E}: Format(In/Out)=(NV12,0x3231564e) Frames(Prev/Fwd/Back)=(0,0,0) Caps=VideoProcess_YUV2RGB VideoProcess_StretchX VideoProcess_StretchY DeinterlaceTech_BOBVerticalStretch
                         {6CB69578-7617-4637-91E5-1C02DB810285}: Format(In/Out)=(IMC1,UNKNOWN) Frames(Prev/Fwd/Back)=(0,0,0) Caps=
                         {F9F19DA5-3B09-4B2F-9D89-C64753E3EAAB}: Format(In/Out)=(IMC1,UNKNOWN) Frames(Prev/Fwd/Back)=(0,0,0) Caps=
                         {5A54A0C9-C7EC-4BD9-8EDE-F3C75DC4393B}: Format(In/Out)=(IMC1,UNKNOWN) Frames(Prev/Fwd/Back)=(0,0,0) Caps=
                         {335AA36E-7884-43A4-9C91-7F87FAF3E37E}: Format(In/Out)=(IMC1,UNKNOWN) Frames(Prev/Fwd/Back)=(0,0,0) Caps=
                         {6CB69578-7617-4637-91E5-1C02DB810285}: Format(In/Out)=(IMC2,UNKNOWN) Frames(Prev/Fwd/Back)=(0,0,0) Caps=
                         {F9F19DA5-3B09-4B2F-9D89-C64753E3EAAB}: Format(In/Out)=(IMC2,UNKNOWN) Frames(Prev/Fwd/Back)=(0,0,0) Caps=
                         {5A54A0C9-C7EC-4BD9-8EDE-F3C75DC4393B}: Format(In/Out)=(IMC2,UNKNOWN) Frames(Prev/Fwd/Back)=(0,0,0) Caps=
                         {335AA36E-7884-43A4-9C91-7F87FAF3E37E}: Format(In/Out)=(IMC2,UNKNOWN) Frames(Prev/Fwd/Back)=(0,0,0) Caps=
                         {6CB69578-7617-4637-91E5-1C02DB810285}: Format(In/Out)=(IMC3,UNKNOWN) Frames(Prev/Fwd/Back)=(0,0,0) Caps=
                         {F9F19DA5-3B09-4B2F-9D89-C64753E3EAAB}: Format(In/Out)=(IMC3,UNKNOWN) Frames(Prev/Fwd/Back)=(0,0,0) Caps=
                         {5A54A0C9-C7EC-4BD9-8EDE-F3C75DC4393B}: Format(In/Out)=(IMC3,UNKNOWN) Frames(Prev/Fwd/Back)=(0,0,0) Caps=
                         {335AA36E-7884-43A4-9C91-7F87FAF3E37E}: Format(In/Out)=(IMC3,UNKNOWN) Frames(Prev/Fwd/Back)=(0,0,0) Caps=
                         {6CB69578-7617-4637-91E5-1C02DB810285}: Format(In/Out)=(IMC4,UNKNOWN) Frames(Prev/Fwd/Back)=(0,0,0) Caps=
                         {F9F19DA5-3B09-4B2F-9D89-C64753E3EAAB}: Format(In/Out)=(IMC4,UNKNOWN) Frames(Prev/Fwd/Back)=(0,0,0) Caps=
                         {5A54A0C9-C7EC-4BD9-8EDE-F3C75DC4393B}: Format(In/Out)=(IMC4,UNKNOWN) Frames(Prev/Fwd/Back)=(0,0,0) Caps=
                         {335AA36E-7884-43A4-9C91-7F87FAF3E37E}: Format(In/Out)=(IMC4,UNKNOWN) Frames(Prev/Fwd/Back)=(0,0,0) Caps=
                         {6CB69578-7617-4637-91E5-1C02DB810285}: Format(In/Out)=(S340,UNKNOWN) Frames(Prev/Fwd/Back)=(0,0,0) Caps=
                         {F9F19DA5-3B09-4B2F-9D89-C64753E3EAAB}: Format(In/Out)=(S340,UNKNOWN) Frames(Prev/Fwd/Back)=(0,0,0) Caps=
                         {5A54A0C9-C7EC-4BD9-8EDE-F3C75DC4393B}: Format(In/Out)=(S340,UNKNOWN) Frames(Prev/Fwd/Back)=(0,0,0) Caps=
                         {335AA36E-7884-43A4-9C91-7F87FAF3E37E}: Format(In/Out)=(S340,UNKNOWN) Frames(Prev/Fwd/Back)=(0,0,0) Caps=
                         {6CB69578-7617-4637-91E5-1C02DB810285}: Format(In/Out)=(S342,UNKNOWN) Frames(Prev/Fwd/Back)=(0,0,0) Caps=
                         {F9F19DA5-3B09-4B2F-9D89-C64753E3EAAB}: Format(In/Out)=(S342,UNKNOWN) Frames(Prev/Fwd/Back)=(0,0,0) Caps=
                         {5A54A0C9-C7EC-4BD9-8EDE-F3C75DC4393B}: Format(In/Out)=(S342,UNKNOWN) Frames(Prev/Fwd/Back)=(0,0,0) Caps=
                         {335AA36E-7884-43A4-9C91-7F87FAF3E37E}: Format(In/Out)=(S342,UNKNOWN) Frames(Prev/Fwd/Back)=(0,0,0) Caps=
           D3D9 Overlay: Supported
                DXVA-HD: Supported
           DDraw Status: Enabled
             D3D Status: Enabled
             AGP Status: Enabled

  • Anonymous's avatar
    Anonymous
    10 years ago
    Approved

    @bredine

    I don't see anything shocking or out of the ordinary on your computer, besides slightly outdated drivers that should't really be an issue. It's worth updating them anyway: 🙂

    http://www.geforce.com/drivers/results/86503

    Download/install and give it another go.

    Otherwise, check out this thread on crashes with the game and let us know if the steps provided within help: http://answers.ea.com/t5/The-Sims-4/FAQ-Sims-4-Crashes/m-p/3586547#U3586547

  • bredine's avatar
    bredine
    10 years ago

    Thanks, I'm busy with drivers now but also troubleshooting. When The Sims 4 crashes, this is what it gives me. Maybe you would understand it better...

    Description

    Faulting Application Path: C:\Program Files\Origin Games\The Sims 4\Game\Bin\TS4.exe

    Problem signature

    Problem Event Name: APPCRASH

    Application Name: TS4.exe

    Application Version: 1.8.61.1020

    Application Timestamp: 556e62ee

    Fault Module Name: TS4.exe

    Fault Module Version: 1.8.61.1020

    Fault Module Timestamp: 556e62ee

    Exception Code: 80000003

    Exception Offset: 0006d532

    OS Version: 6.1.7601.2.1.0.768.3

    Locale ID: 7177

    Additional Information 1: 4d1c

    Additional Information 2: 4d1c6062a03e88868c0a265ff073e717

    Additional Information 3: 521d

    Additional Information 4: 521d4b02529eca9a75698be0bdf627ff

  • Anonymous's avatar
    Anonymous
    10 years ago
    Approved
    @bredine Have you tried right clicking the game tile and selecting "Repair"?
  • bredine's avatar
    bredine
    10 years ago

    I really don't know what else to do. I've tried everything on the thread about crashes, updated my drivers and repaired the game once again and yet again it kicked me out. What else can I try?

  • crinrict's avatar
    crinrict
    Hero+
    10 years ago

    If the game uses 1.8 GB of RAM, than it's an out of RAM crash.

    With your 32 bit OS, it can only use 2 GB and it usually crashes at 1.7 (at least that what it was for Sims 3).

    My suggestion: Get an 64 bit OS or move your households to a new game to reduce the amount of RAM it uses.

  • Anonymous's avatar
    Anonymous
    10 years ago
    Approved
    Crin's suggestion is probably the next step I'd be looking at, considering that at this stage there are very little upsides to have a 32 bits OS.

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