Re: Computer freezing completely while playing

I'll try these things, thank you!

Hello again!

I found the minidump file - there in one from August 3rd. I'm having trouble loading it to a file share service, or opening it at all (Permission Denied - though I'm the admin on the computer)

I ran the check on Windows System files and got this:

"Windows Resource Protection did not find any integrity violations.
PS C:\WINDOWS\system32>"

I did check for updates, but my computer says I'm up to date.

@HowEmbarraSim  Windows will deny permission when you try to access files stored within the Windows directory.  It's to prevent people (or viruses) from accidentally deleting an essential system file.  That's why you need to copy the minidump and paste it to your desktop before trying to upload it.

And please don't open it first, or at least don't save the changes if you do.  The apps you have installed likely won't be able to make sense of most of the symbols, so if you save it while in Notepad or something, the data may be corrupted and unusable.

@HowEmbarraSim  The dump file won't unzip for me for some reason, but I don't think it matters: it's much too small (59 bytes) to contain enough information to be useful.  Let's try another way instead.  You can tell Windows to create crash dumps, play until a freeze, then find the dump and upload it.  Here's how:

• Hit the Windows key, type "command prompt" in the box, right-click on Command Prompt in the search results, and select Run as Administrator
• In the window, paste "reg add "HKLM\Software\Microsoft\Windows\Windows Error Reporting\LocalDumps\devenv.exe" /v DumpType /d 2 /t REG_DWORD" without the outside quotes into the box, and enter
• Launch Sims 4 and wait for it to freeze or crash
• After it crashes, wait for any crash dialogs to finish (or restart if you need to)
• Then hit Windows key-R and paste "%LOCALAPPDATA%\CrashDumps" without quotes into the box, and enter
• Upload the last .dmp file to pastebin and drop a link here, as before
• When you want to undo the auto crash log dumps, open Command Prompt as before, paste "reg delete "HKLM\Software\Microsoft\Windows\Windows Error Reporting\LocalDumps" /f" without the outside quotes, and enter

To be clear, this might not work with the kind of freeze you're seeing.  But it's difficult to tell without more information.  Regardless of whether you get a crash dump, please look again in C:\Windows\Minidump for any files created while you were playing.  If you find one that's at least a few hundred KB (up to several MB), please upload it.

If this doesn't work either, hardware monitoring would be an entirely different approach.  It won't catch software errors, but then again this might not be a software error.

@HowEmbarraSim  The minidump files all list the same error: an access violation related to Malwarebytes.  So it's a good idea to uninstall Malwarebytes entirely, and of course reinstall it if that's the antivirus you use.  Malwarebytes offers a tool that allows you do do a clean uninstall, and then reinstall if you choose:

https://support.malwarebytes.com/hc/en-us/articles/360039023473-Uninstall-and-reinstall-Malwarebytes-using-the-Malwarebytes-Support-Tool

The error in the crash dump is related to your computer's page file.  So please check the connections of your installed hard drive(s): make sure any M.2 drive is properly seated, and unplug and reattach any SATA cables.  I don't actually know what drive(s) you have, since that was missing from your original dxdiag.  So please let me know, and if you get another crash, run another dxdiag.  The above might not help, but a loose connection is a simple problem to fix, so it's worth starting there.

Thank you again for your help! Unfortunately I'm still getting freezing issues after trying everything you've mentioned. Since it only seems to happen in Live mode and after 2-3 hours of game play I may just start setting a timer or spend more time building.

I've included my most recent dxdiag in case there's anything in there. Otherwise I really appreciate your time!

@HowEmbarraSim  The BlueScreen error at least really does need to be addressed, regardless of whether you can play properly for a while.  Since it referenced the page file, it's possible that the game crashes after a couple hours because that's how long it takes for the page file to be used.  You have enough memory that the game shouldn't need to page at all, but I don't know what else you're doing while you play.

To that end, it's a good idea to run MemTest86.  It's more thorough than the built-in Windows memory test, although you will need a USB stick you don't mind erasing.  You can get it here (the free version is fine):

https://www.memtest86.com/index.html

And this is a good guide to using it:

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

There are also a number of Windows-related errors in your dxdiag.  So to be thorough, it's a good idea to run a couple of basic checks on your Windows system files.  Here's how:

• Hit Windows key-X
• Choose either “PowerShell (Administrator)” or “Command prompt (Administrator),” whichever option is offered
• Inside the window that appears, copy and paste “DISM.exe /Online /Cleanup-image /Restorehealth” without quotes into the window, 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 “Command prompt (Administrator)”
• Inside the window, copy and paste “sfc /scannow” without quotes into the window, and enter
• Post the message you receive here

I ran the memtest and got some errors indication a problem with the RAM sticks (2 Errors on #7). I took all but one out and then tested adding another one each time and the errors went away.

I also ran both scans. Initially I got a message saying some issues had been found on corrected.

Windows Resource Protection found corrupt files and successfully repaired them.
For online repairs, details are included in the CBS log file located at
windir\Logs\CBS\CBS.log. For example C:\Windows\Logs\CBS\CBS.log. For offline
repairs, details are included in the log file provided by the /OFFLOGFILE flag.

Now I'm not getting any error message. Unfortunately now my game/computer is freezing after about 30 mins. I'm attaching the most recent dxdiag file.

@HowEmbarraSim  What exact errors did you get, and was this with all your memory installed?  What exact type of memory do you have?  Please list the product number you see on the side of the module, or all the product numbers if they're different.

Please also let me know whether you've ever overclocked any component in this system, even an XMP, and if you have, undo the setting(s).  It's a useful test, at least.

It's also a good idea to run chkdsk, since errors with the page file can be due to a hard drive issue rather than RAM, even though RAM is usually the first suspect.

• Hit Windows key-X
• Choose either “PowerShell (Administrator)” or “Command prompt (Administrator),” whichever option is offered
• Inside the window that appears, copy and paste "chkdsk /f /r c:" without quotes, and enter
• You'll be asked to allow a restart; say yes
• When the scan is done, hit Windows key-X again, and choose Command prompt (admin) or Powershell (admin) again
• Copy and paste this command without the outside quotes: "get-winevent -FilterHashTable @{logname="Application"; id="1001"}| ?{$_.providername –match "wininit"} | fl timecreated, message | out-file Desktop\CHKDSKResults.txt"
• A .txt file with the chkdsk results will appear on your desktop.  Please attach it to a post.

I did the scan and tried to find the txt document but got this error:

PS C:\WINDOWS\system32> get-winevent -FilterHashTable @{logname="Application"; id="1001"}| ?{$_.providername -match "wininit"} | fl timecreated, message | out-file Desktop\CHKDSKResults.txt
out-file : Could not find a part of the path 'C:\WINDOWS\system32\Desktop\CHKDSKResults.txt'.
At line:1 char:132
+ ... init"} | fl timecreated, message | out-file Desktop\CHKDSKResults.txt
+ ~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~
+ CategoryInfo : OpenError: (🙂 [Out-File], DirectoryNotFoundException
+ FullyQualifiedErrorId : FileOpenFailure,Microsoft.PowerShell.Commands.OutFileCommand

I did try to find the file myself but the only one there was from 12/2019

Also here is a link to the errors I got through memtest: https://drive.google.com/file/d/1x1Jf6EUaeOMuJ3DjPPF9NZbepUgBU5Ax/view?usp=sharing

Here's a link to a photo of my RAM cards: https://drive.google.com/file/d/1yIC_sFWJL6E1TNEBAdylWsbPVZT_xZ-l/view?usp=sharing

I have two of each in the PC.

I got the memtest error screen with all four memory sticks installed. I ran it again with just one stick, then two, then three, then all four and did not get any further errors any of those times. I've never overclocked anything.

Thank you, again. I really appreciate your help.

I'm still having issues. I'm uploading my most recent dxdiag in the hope it says something helpful. Thank you!

@HowEmbarraSim  I'm so sorry I missed your earlier reply.  I'm not totally sure how that happened, but I didn't mean to leave you hanging like that.

MemTest86 a problem with your memory, and a memory issue could easily explain the freezing.  Please test each module separately, in different slots, and let me know how it goes.  It would be most thorough to test each module in two different slots, and each slot twice.

The errors in your new dxdiag could also be due to bad memory, although that's not the only cause.  Since you've confirmed a problem with RAM though, that's the place to start.

No worries! I appreciate your help.

I spent yesterday running Memtest86. I ran all four ram sticks twice, in a different slot each time. All slots and all sticks were tested and I got no errors. Today I ran Memtest86 with two sticks of ram and got no errors. Unfortunately my game still crashed after about an hour and a half. I've attatched the dxdiag from this afternoon.

@HowEmbarraSim  When I saw the MemTest error, I went right to that, because it's an obvious error.  However, now that I'm looking at things more closely, I notice that you're supposed to have 32 GB total (4x8 GB, right?), yet your last two dxdiags 16 GB installed rather than the 32 that showed up in your older ones.  Have you run the dxdiags with half the RAM removed?  If not, it would be quite strange for your system to suddenly start not recognizing half the memory.

If you played this most recent time with all 32 GB installed, please remove two of the modules, leaving two that match, and try playing with just that 16 GB installed.  It's still more than enough to support Sims 4 and some multitasking, so performance should be fine.  If you get a crash, pull those two modules and try the other two.  Since the only MemTest error occurred with all 32 GB installed, it's worth trying, that is, if you didn't try it already with this most recent crash.  By the way, did the game itself crash alone, or did your computer freeze too?  A Sims 4 crash after 90 minutes of play might be a system error, or it might be Sims 4 being its usual difficult self.

I have 32GB total but was trying to run the game with just two at a time to see if it made a difference. I'll try switching to the other two sticks.

It was a full computer freeze - I had to restart my PC. I also having the same freeze when I try to play Planet Zoo - which I know is more graphics intensive. I'm not sure if that gives any insight.

Thanks again - I'll report back after switching the memory sticks.

@puzzlezaddict I've tried to run the game with just two sticks at a time - all the sticks have been tried two at a time and the slots switched after each reboot. My PC is still freezing during game play, requiring a reboot. I've attached the most recent dxdiag.

@HowEmbarraSim  I need to get a second opinion on this; don't be surprised if someone else gets back to you.  In the meantime though, please look for any recent MEMORY.dmp or minidump files, and upload them if you find any.  (Or let me know if there aren't any from the past week or so.)  The minidumps would still be in C:\Windows\Minidump; the MEMORY.dmp would be in C:\Windows.

I've got the dmp files, both from 30 August

https://drive.google.com/file/d/1JfvnHLenkcdY3ZfWoHIPlyBLA9IB0WTc/view?usp=sharing

https://drive.google.com/file/d/1EflX7aR6fDzsAeDv3RExai8ubf_aCzwN/view?usp=sharing

@HowEmbarraSim  The second opinion got back to me and suggests you run chkdsk, since your RAM is now coming back with no errors.  Here's how to do it:

• Hit Windows key-X
• Choose either “PowerShell (Administrator)” or “Command prompt (Administrator),” whichever option is offered
• Inside the window that appears, copy and paste "chkdsk /f /r c:" without quotes, and enter
• You'll be asked to allow a restart; say yes
• When the scan is done, hit Windows key-X again, and choose Command prompt (admin) or Powershell (admin) again
• Copy and paste this command without the outside quotes: "get-winevent -FilterHashTable @{logname="Application"; id="1001"}| ?{$_.providername –match "wininit"} | fl timecreated, message | out-file Desktop\CHKDSKResults.txt"
• A .txt file with the chkdsk results will appear on your desktop.  Please attach it to a post.

My computer was telling me it couldn't find the CHKDSK Results - but I found them through Event Viewer and copied it into a note pad file and attached it.Let me know if that hasn't worked

Adding my most recent dxdiag as well.

@HowEmbarraSim  Sorry for the late reply; I'm having a lot of trouble with this one.  There are a number of new errors in your dxdiag that are related to the driver for your graphics card.  So it's a good idea to do a clean uninstall of the driver and install the newest version.  Download Display Driver Uninstaller from here:

https://www.wagnardsoft.com/forums/viewtopic.php?f=5&t=3268

Download the newest stable (WHQL/recommended) driver, from May 26, not the newer optional one:

https://www.amd.com/en/support/graphics/radeon-400-series/radeon-rx-400-series/radeon-rx-480

Next, take your computer completely offline—disable wifi and/or pull the ethernet cord—and double-click the DDU.exe.  Take note of where the file will land, and click Extract.  If it's easier, you can copy the path and then paste it into the address bar in a File Explorer window.  Open the folder and then launch Display Driver Uninstaller.exe, and you'll get a message that you're not in Safe Mode.  Click OK, then go to Options and enable Safe Mode dialog.  Here's a screenshot of what your options should look like; make sure the box in red is checked:

Close options, and the DDU, and then open the DDU.exe again.  For launch options, choose "Safe Mode (Recommended)," and then click Reboot to Safe Mode (you'll need your password, so find it before rebooting).  Once you login, you'll see this:

In the blue box, choose GPU, then AMD if it's not already showing.  Then click Clean and Restart (red box).

Once your computer has rebooted, now back in normal mode, run the driver install .exe as an admin: right-click on the download and select "Run as administrator."  Reboot again before testing.

I also noticed, after someone suggested I check, that neither pair of memory modules you have is on the supported list for your motherboard.  (I should have looked before; sorry about that as well.)  The fact that the memory isn't on the list doesn't necessarily mean that it can't work, but given the errors you've been having, it does seem like that might be the issue.  You can find a list of all supported hardware for your board here:

https://us.msi.com/Motherboard/support/970A-GAMING-PRO-CARBON#support-test

Is there a way you could test with something on that list?  Even if you need to take the computer to a shop, it's a good idea, especially if clean uninstalling and reinstalling the GPU driver doesn't make a difference.