Re: Game is constantly freezing every few seconds

Here is the Computer's DxDiag. Thanks. 

@njmille  Among the many Sims 4 errors in your dxdiag are a couple crashes of an Intel service having to do with SSD storage.  So it would be a good idea to tell Windows to look for updates to it and any related drivers that might interact with it.  Hit Windows key-X, select the Device Manager, open the Storage controllers section, click the first entry, and click the black and green Update menu button.  Repeat for every entry in this section.  If Windows says you already have the most up-to-date driver, that's fine; the point is to check.  If anything installs, restart your computer afterwards.

For the Sims 4 issue itself, please do a manual uninstall and reinstall of the AMD graphics driver.  Here's how:

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

You can get a fresh copy of the newest driver here:

https://www.amd.com/en/support/graphics/amd-radeon-5500-series/amd-radeon-rx-5500-series/amd-radeon-rx-5500

You'll want the WHQL driver dated December 5; don't use the auto-detect tool, which wouldn't replace your existing driver.  Restart after installing and before trying to play.

When testing, please move the entire Sims 4 folder out of Documents > Electronic Arts and onto your desktop so the game has to generate a new folder.  Let me know if this doesn't happen, or if you can't move the folder because it copies or throws an error.

If you get another freeze, 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.

@covening  Your laptop has multiple display tabs becuase it has multiple display devices; this user does not.  It's not indicative of a problem.

I tried all of the things listed below. We even went as far as factory resetting our whole computer. I re-downloaded all the games and it’s still having the same issue as before. 

@njmille  Factory reset, as in, this is a completely fresh Windows install with none of your previous data?  If so, please provide a new dxdiag; the old one won't be relevant anymore.