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Caturra75's avatar
Caturra75
5 years ago

Game Shutting down

Hey guys! I need some help again. In December I had some issues with The sims 4, the game kept crashing giving me some errors, but some guy helped me here and it fixed it, until now. Right n...
pc
puzzlezaddict's avatar
puzzlezaddict
Hero+
5 years ago

@Caturra75  Did the clean uninstall of the graphics drivers help?  I wasn't sure, since you never replied, but it would be useful to know whether that fixed your previous issue.

Right now, your dxdiag lists a few errors with a basic Windows process, so it's a good idea to run DISM and sfc again, to be thorough.  In case you don't want to look up those instructions from December:

  • 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

If sfc reports that it found corrupt files and was unable to repair some of them, please stop here and let me know.

When the game shuts down, how far are you into playing, as in, have you loaded your save yet, or are you still on one of the menus?  If the crashes don't happen until after you've loaded a save, please try starting a new save, just as a test.  You don't have to play very long; just see whether the game runs well for a few minutes, then save, quit, reload that save, and play for a few minutes more.

Please also link the driver download page for your laptop, so I can see whether you have the latest downloads.  Go here:

https://support.hp.com/us-en/drivers/laptops

enter your laptop's serlal number, select your operating system if necessary, and you'll land on the driver download page.  It doesn't have any information about your own laptop, just the model.  But I can't be sure I'm looking at the correct download page without entering a serial number, and of course it's better if you find the page yourself rather than posting the serial number here.

Caturra75's avatar
Caturra75
5 years ago

Hey there, and thank you so much!

The previous issue was Indeed resolved and I was able to play the game, I didnt do the clean unistall of the drivers. But did all the rest that you said. 

I can load the save, start the gameplay and then it depends... But I can only play for a few seconds, then the game frezzes and shuts down. 

DISM.exe /Online /Cleanup-image /Restorehealth - 100% and got 0 erros.

sfc /scannow - 100% it said that resource protection did not find any integrity violations

Driver page: https://support.hp.com/us-en/drivers/selfservice/omen-by-hp-15-dc0000-laptop-pc-series/20329817/model/22458189?sku=4JW41EA 

Again, thank you so much for your support 

  • puzzlezaddict's avatar
    puzzlezaddict
    Hero+
    5 years ago

    @Caturra75  What happens if you load a new save instead of the existing one?  If the game still crashes, please move your entire Sims 4 user data folder out of Documents\Electronic Arts and onto your desktop.  When you launch the game, a clean folder will spawn with no content.  Don't add anything to that folder yet; just start another new save and see whether the game crashes.

    I'm not saying you need to abandon your current save, but this is a good test to find out whether the problem is something with the specific save, or maybe the Sims 4 folder, rather than a system issue.

    • Caturra75's avatar
      Caturra75
      5 years ago

      @puzzlezaddictTried that just now and the game crashes when it's loading after I select the house that I wanna play in...

      EDIT: I've checked in the website Can you run it, and it said that my laptop is supposed to run the game easily... I really dont know what more can I do...

      • puzzlezaddict's avatar
        puzzlezaddict
        Hero+
        5 years ago

        @Caturra75  Yes, your laptop can absolutely run Sims 4, or at least it could if some other issue weren't interfering.  Please clear Origin's cache (even if you've done it recently), restart your computer, and repair the game: right-click on the Sims 4 icon in your Origin library and select Repair.

        https://help.ea.com/en-us/help/faq/clear-cache-to-fix-problems-with-your-games/

        If that doesn't help, I'd like to see a crash dump.  Here's how to make one:

        • 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 crash (whether you can play at all or not)
        • After it crashes, 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 the filesharing site of your choice, 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.

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