Re: Game Keeps Crashing -- Runtime Error Mentioned in DXDiag

Thanks for the reply.

I’ve actually done that a couple times, as well as using powershell to scan for corrupt files. It mentions every time that files were repaired but I can’t tell what files exactly.

Ive also tried to unregister the .dll and reregister it via command prompt but that’s met with an error.

I can’t understand what changed with the new update to cause all this for one game. I have other programs that use the .dll without issue.

@mskellyanne0  The problem could easily be how Sims 4 is using the runtime, not the runtime itself.  But reinstalling a runtime is easier than reinstalling a game, which is the probable next step here.

Before you do that though, please double-check your antivirus, whether it's Windows Defender or third-party software, for any Sims 4- or EA App-related actions.  I've seen a couple of recent reports of Defender causing in-game crashes, which is odd but certainly plausible.  Please also try playing with the EA App in offline mode and your computer completely offline just in case there's something about the game's connection to EA servers that's an issue.

If that doesn't help, please do a clean uninstall and reinstall of Sims 4:

• Put aside your Sims 4 user folder, the one that is or was in Documents\Electronic Arts and contains your saves, 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.
• Cancel the system restore point; you don't need it.
• 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 and reinstall the EA App while you're at it:

• Launch Revo, select the App, and click Uninstall.
• Cancel the system restore point.
• The EA App may open a window.  Click Uninstall, then in the Revo window, click Moderate under Scanning modes, and click Scan.
• Revo will present a list of registry entries.  Click Select All, then Delete: you don't need or want to preserve these entries.
• For the leftover files and folders, click Select All, review the list and deselect anything you'd like to keep (this is unlikely, but it's worth checking), click Delete, and you're done.
• Close Revo, and restart your computer.

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.

Thank you for the follow up!

So yesterday I did nearly everything you suggested short of uninstalling and reinstalling the game, as I already did that earlier this month.

I have seemed to find a sort of bandaid for the situation, however, in case anyone might be going through the same thing.

I play the game in offline mode and also disconnect my computer from the internet completely. 

I was home sick and played off and on for around 8 hours and only experienced one crash. The crash happened when I thought my Ethernet was unplugged but I was mistaken.

Not sure how sustainable this will be or if I just am having good luck but so far I’m able to play a crash free game - just sucks I can’t access the gallery in game!

@mskellyanne0  Does the game crash if you disable Online Social Features, under Options > Game Options > Other?  What about if you put the EA App in offline mode but don't take your computer offline?  If you're willing, please test both of these separately and then together and let me know what you find.

Using either of these options will prevent the Gallery from working, but if one of them works, you could use the browser version instead since your computer would still be online.  It's not as convenient as having access in-game but could be a good-enough workaround for now.  You could also do your Gallery searching in dedicated play sessions and then go back offline when you're done.

So, unfortunately the “fix” I found was short lived. My game managed to crash while I was offline and disconnected from the internet.

I actually ended up completely reinstalling Windows. It had been a few years since doing a fresh install and I had many registry errors, corrupted files, etc unrelated to The Sims. So I just bit the bullet and did it over the weekend.

I did a fresh install of The Sims and played with online services turned ON and it crashed. Ran a dxdiag and the same dll is listed again under the appcrash error.

I started a new game, turned OFF online services and unplugged the Ethernet and I was able to play without a crash. 

I have a sneaking suspicion that the new .package file that’s being generated now (house description client, I think it’s called) is causing issues somehow. When I delete that file, along with localthumbnailcache, I can play crash free for much longer.

I’ve opened the file in sims4studio and it’s empty so I’m not sure what the point of it is but blaming it is where I’m at !

@mskellyanne0  This is an odd set of circumstances.  With a fresh Windows install, your drivers and your runtimes should all be intact and free of corruption, as you know.  Sims 4 should be too.  As long as you're not playing with any mods or custom content, there really isn't any reason the game should crash on this system.  If the game itself were at fault, even if the issue were the new user file rather than the program files, we'd see a lot more reports of crashing, especially given how few people have OSs well-maintained enough to perform on the level of a clean Windows install.

It is of course possible that this is a sneaky hardware issue, for example a bad memory module.  Memory issues can mimic almost any other problem and are sometimes difficult to diagnose.  You could try playing with only 16 GB installed, then the other 16 GB; even if you have a 2x16 GB kit, the performance hit from running the RAM in single-channel mode shouldn't be too significant for Sims 4, and 16 GB is more than enough for the game.  It's worth testing in different RAM slots too.

I would also suggest playing without any features of For Rent and without any sims or lots downloaded from the Gallery, just to be on the safe side.  The current issues with all of these are mostly manageable or else cause immediate, obvious problems, but it's always better to avoid complicating the troubleshooting process with extra variables.

It really is an odd set of circumstances.

I do play with CC, but I’ve updated every mod I have and I’ve done the 50-50 method several times now. 

I’ve gotten to the point of troubleshooting where I’m blaming the weirdest things so now I’m on to thinking my keyboard is an issue…only because I bought a new one (wireless, not particularly high end) around the same time my game started crashing.

Last night I did the 50-50 method again, and of course I wasn’t able to trigger a crash. The only difference in gameplay? I wasn’t using my keyboard to move around like I normally do. I rather let the game play out with minimal interference but I did use my mouse to make my sim travel to several lots as that can usually trigger a crash. 

I did run memory diagnostics and everything came back 100% and I’m not having any issues with other games I play so I’m really at a loss. 

For what it’s worth, I also “uninstalled” For Rent. I guess I’m just going to have to focus on another game at this point!

@mskellyanne0  Please do test more without any mods or custom content.  I know it's difficult to pinpoint the source of error when crashes are completely random, but you may be able to speed it up as far as cc is concerned by forcing sims to wear the clothing and hair you're testing, and placing the Build/Buy items.  A lot of cc isn't a problem until it's being used.  That can also explain random crashes: an inactive sim might show up in the zone wearing a broken item and cause a crash before you even see the sim.

Given everything else you've tried, bad mods or cc is the most obvious suspect here.  Even updated or cleared items aren't always fine—you're trusting that the creator is paying attention to every update and skilled enough to be absolutely sure the items in question are compatible with the current game version.  A lot can slip through the cracks, and it's happened to talented modders too.