Re: Crashing on intro screen!

Even after unplugging everything except my keyboard, mouse and display port, the problem still occurs. I never had this issue up until I updated the game to the most recent update.

The same goes for making a new admin Windows account. I even tried a clean boot with this account and the game still crashes before the main menu.

Thank you again for your ongoing help!

@CDP445  Please run a couple of basic checks on 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.

I've gone over the drivers available for your motherboard, and most of them are up to date, but please install the newest Realtek audio driver listed here:

https://www.gigabyte.com/Motherboard/X570S-AORUS-ELITE-AX-rev-11/support#support-dl-driver-audio

After running the DISM.exe... the only message I got was - "The restore operation completed successfully.
The operation completed successfully."

The sfc /scannow returned - "Windows Resource Protection did not find any integrity violations."

I haven't any pending updates and after updating my audio drivers the problem still occurs.

@CDP445  Please post a new dxdiag; I'd like to get a second opinion on this.

Here you go.

@CDP445  Alright, I or someone else will get back to you soon.  In the interim, because it's probably going to be asked anyway, please upload the most recent crash dump from Sims 4.  Click Windows key-R and copy and paste this:

%LocalAppData%\CrashDumps

When you enter, you'll see a list of .dmp files.  If one of them is from Sims 4, please upload it to a third-party filehosting site (Google Drive, Dropbox, etc.) and link it here.  If you see a crash dump that was written at exactly the time the game crashed, I'd like that too.  But in either case, please only upload files from after we started troubleshooting here.

If there is no Sims 4 .dmp file, you can enable them:

• 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 let it crash, and wait for any crash dialogs to finish
• Then hit Windows key-R and paste "%LOCALAPPDATA%\CrashDumps" without quotes into the box, and enter
• Upload the last .dmp file to a free filesharing site and link it here
• 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.

All of these crash dump files are from today and yesterday (as of typing).

https://www.dropbox.com/scl/fo/76lyzmyrj4tgwh3oairac/h?dl=0&rlkey=kt1g4gx0lhd5hll21q5xw1br5 

If there is an issue with the link let me know because I've never shared files through dropbox before.

@CDP445  The files look fine from here; I'll download them when I'm in Windows later tonight.  Thanks for posting them, and someone will get back to you soon.

Awesome, thanks a mil for taking time out of your day to help.

@CDP445  The crash dumps don't point to anything specific, unfortunately.  The person I asked thinks the best troubleshooting step to try next is to do a clean uninstall and reinstall of the graphics driver, as described here:

https://crinrict.com/blog/2019/02/clean-re-install-of-graphics-drivers-with-display-driver-uninstaller-ddu.html

Please download a fresh copy of the newest Nvidia driver:

https://www.nvidia.com/Download/driverResults.aspx/204245/en-us/

If you're up for a bit of experimenting, you can instead start with a slightly older driver, maybe one from December or January.  You can find them here:

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

If that driver doesn't work, you can simply update to a newer one, although it would be best to choose the Custom (not Express) install and check the box to perform a clean install.

I've tried everything you recommend and tried using a few different older drivers that definitely worked with the game before and it still hasn't fixed anything. ☹️

@CDP445  Try doing a clean uninstall and reinstall of Sims 4 and the EA App using Revo Uninstaller.  Start with Sims 4:

• Put aside your Sims 4 folder in Documents\Electronic Arts and rename it to something that doesn't include the words "Sims 4."
• Download Revo Uninstaller (the free version is fine) from here.
• Launch Revo, select Sims 4 from the list, and click Uninstall.
• Once the game is uninstalled, select "Moderate" under "scanning modes," and click Scan.
• Review the list, in case there's something you want to save; otherwise, click Select All, and then Delete.
• Close Revo, and restart your computer.

Uninstall the EA App with Revo as well.  I don't have instructions for that at the moment, but the process should be straightforward.  Restart again when you're done.

Install the EA App, then create a new folder into which you'll install Sims 4.  The folder should be on the root level of the drive of your choice, for example C:\Games is fine, but not C:\Program Files\Games.

After reinstalling, please test at least once in a clean boot.

If that doesn't work, it's worth trying a Windows repair install.  This shouldn't delete any user data, but if you get to step 14 and are NOT prompted to "keep personal files and apps," back out and start over.

https://www.elevenforum.com/t/repair-install-windows-11-with-an-in-place-upgrade.418/

A clean install of Sims 4 didn't work, I don't have the time to do a repair install of Windows at the moment. Is there anything else I can try in the mean time? Thanks.

Edit: After doing a repair install of Windows I still have the issue.

@CDP445  I'm sorry, but I don't know what else to suggest.  I asked someone else to look over the issue again, and he didn't have any ideas either.  Without real-time debugging, that's about as far as we can go here.

Oh that kind of sucks hahaha I really do appreciate all the help you've given me these past few days though. If I somehow figure it out I'll reply here for others if they have the same problem.