Re: Error while launching The Sims 4

@puzzlezaddict I did all the thing you suggested and sadly it still doesnt work :c

@Paula11133222  Please try again to launch Sims 4, then look for new errors in the Reliability Monitor.  Hit Windows key-R and enter "perfmon /rel" without quotes, and you'll see a chart of errors and updates with a column for each day.  Today is on the right.

Look for an error that happened at exactly the time of this attempt to play Sims 4.  If you find one, double-click it to see more details, then copy that info and paste it into a reply here.  If you don't see a new error, check back in an hour or so—the Reliability Monitor doesn't always update right away.

Please also let me know what antivirus you use.

I actually use just Windows Security as a antivirus. I used Mcafee, but I don't use it for some time already. I also add all EA folders to expections in Windows Security.
In the Reliability Monitor I got this error, I tried to open The Sims 4 a few times to make sure it will be the same one.

Source Controls the DTS audio processing object.

Summary Operation stopped.

Date ‎13/06/2024 14:18

State The report has been sent

Description Path to the causing application: C:\Windows\System32\DTS\PC\APO4x\DtsApo4Service.exe

Problem signature

Problem event name: BEX64

Application name: DtsApo4Service.exe

Application version: 1.13.0.0

Application timestamp: 6537ac99

Module name with error: dtscnt64.dll_unloaded

Module version with error: 4.10.22.0

Error module timestamp: 634902d8

Exception offset: 0000000000024d2e

Exception code: c0000005

Exception data: 0000000000000008

OS version: 10.0.22631.2.0.0.768.101

Locale ID: 1045

Additional information 1: b4ee

Additional information 2: b4ee5de6a2322745523997a782b35692 S

upporting Information 3: 277e

Additional information 4: 277e19c30fbd5f6bb531ec9e027c37c3

Additional information about the problem Package ID: a83ce4036348fc1a6db535f2654b3747 (2140676513082324807)

@Paula11133222  This error references a component of Asus's sound enhancement software.  So please disable it, as described here:

https://www.asus.com/support/faq/1044147/

If that doesn't help, open the Task Manager and kill anything with DTS in its name; any relevant services would likely be in the background processes list.  These services would likely restart with Windows, which is normal, so this isn't a fix so much as a useful test.

I have DTS:X Ultra instead of DTS Audio Processing and for some reason I am unable to change any options here. I cannot change the mode of the sound and the only option in Settings is "Check information about DTS" where the only options I can choose is going to their website/twitter/facebook. I cannot turn it off and I cannot open it as an administrator, because it's a system app.
Beside that, in the Task Manager there is DtsApo4Service in the Services tab, it is detained, but it may to me the cause of this error. I tried to uninstall DTS:X Ultra, but the DtsApo4Service was still there, still detained, but the error of the launcher still apeared. I installed it again, hoping I may make this service turn on to then turn it off properly, but it didn't helped. I'm sorry this issue is so problematic and thank you so much for still helping me

@Paula11133222  Try disabling the service.  Hit Windows key-R, enter msconfig , check the box to hide all Windows services, and see whether you can disable the DTS-related services.  Then restart your computer.  At worst, if this breaks some functionality, you can reenable the service(s) the same way and restart again.

And please don't apologize for this issue being a bit difficult to address.  Aside from the fact that it's not your fault (Asus appears to have made a questionable decision here), it's an interesting problem and fun for me to try to solve.

It haven't work, but I managed to learn some new info about the problem in general. I looked for optional updates on my laptop and the only one there is DTS update - but no matter what, it doesn't want to install. The process cancels almost immediately. The update name is "DTS - AudioProcessingObject - 1.13.0.0" and the instalation error is "0x80070103"

I've encountered (almost exactly) this issue. It's causing my video editing software to crash rather than any games, but it's the same BEX64 / DtsApo4Service.exe / dtscnt64.dll_unloaded combination in the Reliability Monitor every single time. I worked tech support for 10+ years so I know my way around a PC but after 8+ hours of trying to fix this through every combination of drivers and Windows 11 resets that I can find online, I might try a clean install of Windows 11.

I've found literally two other recent posts describing this issue (this post here, and a post on Reddit where audio was glitching out but still had the same BEX64 / DtsApo4Service.exe / dtscnt64.dll_unloaded combination) but no concrete solution yet. I really don't want to reformat my computer, especially if this is an error that can be fixed via troubleshooting, but I'm on a deadline and need to edit.

@puzzlezaddict Small update. My comupter after countless tries finally downloaded the update and now the DTS:X Ultra works. I used "EA Update" and now instead of "Error. Try to turn the game on later" I got the error "Wait for the official release date (). In the meanwhile you can go to the game centrum to learn about the games dates of release" and no, I didn't bought anything, it's still the same. I tried uninstalling EA app again by the Revo Unistaller, but it didn't worked. Also, this error doesn't show in the Reliability Monitor.

@Paula11133222  I've never heard of that error.  Could you post a screenshot of it?

@puzzlezaddict Of course. I change my EA App language, my translation of the error was not entirely correct

Hi @Paula11133222 

As a test, please go ahead and create a brand new EA account and claim The Sims 4 base game for free on this new account- let me know if you see this error on the new account as well. 

I did chatted with EA Support and they couldn't help, they said they gonna check out this issue with team though

@Paula11133222  What country are you in, and were you in a different country when you bought or claimed the Sims 4 base game or any packs?  Do you use a VPN, and does it help to disable it?  I saw another example of this error just now and am wondering if there's anything in common between the two of you.

@Paula11133222  Can you (now) play in a new admin Windows account?  Another user with this same error in Sims 3 said that helped them.  Please test if you haven't yet since this error showed up.  Make the account local, as in, don't link it to your Microsoft account.

@puzzlezaddict I did it, but it didn't helped :/

@Paula11133222  Are you still getting the "Sims 4 hasn't been released yet" error, or the old issue, or something else?  Please post a new dxdiag as well, just to see what if anything has changed.

@puzzlezaddict Yes, it's still the "Sims 4 hasn't been released yet" error. I add the dxdiag file below.

@Paula11133222  Unfortunately, I don't know how to fix this issue other than that a new (local) admin Windows account has helped some people.  It's a pretty new error.