Re: Game stuck on loading/saving screen

@AnElBo  Your dxdiag shows a number of errors relating to one of the graphics drivers, and some that are definitely related to the Intel driver, so the first step here is to clean-uninstall and reinstall both drivers.  Here's how:

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

The proper order of operations is uninstall the Nvidia driver > uninstall the Intel driver > restart > install the Intel driver > restart > install the Nvidia driver > restart, all while offline.  For now, please use the two newest drivers provided by Lenovo for your laptop, even though they're somewhat old:

https://pcsupport.lenovo.com/us/en/products/laptops-and-netbooks/ideapad-l-series-laptop/l340-17irh-gaming/81ll/downloads/driver-list/component?name=Graphics%20Processing%20Units%20%28GPU%29%20and%20Server-AI%20Accelerators

You can skip the GFE download; if you want GeForce Experience on your computer, install it later, after you've fixed the Sims 4 issue.  Please test the game at least once without updating the Nvidia driver, again even though the one linked above is old.  If you run into another issue, you can get a fresh copy of the newest driver here:

https://www.nvidia.com/Download/driverResults.aspx/204772/en-us/

Please also disable all Adobe-related software before you try to play, including anything running in the Task Manager's background services list.

Hi,

Thanks so much for your reply, that's really helpful.

Sorry for being stupid, but when re-installing the Intel graphics driver, which one(s) do I need to download? Is it all three or just one of them, and if so how do I know which is the appropriate one for my laptop?

Also, how do I disable all Adobe-related software?

The reason I'd downloaded the GeForce driver in the first place was because my Sims 4 game wasn't loading due to the EA App coming up with an error message saying that 'the games can't run with the video card in this system' and I'd been advised by Lenovo to install it, so I'm just a bit wary of making things worse!

Sorry, I'm not that great with technology.

Thanks,

Annabel

@AnElBo  Sorry for the late reply.  In your screenshot, if you look at the version numbers on the last two entries, they're identical, meaning they're the same driver.  I'd download the one with the later date just in case the metadata matters for the install process, but once installed, the driver would be the same version either way.

The same is true for the first two entries: it's the same Nvidia driver either way.  I understand why you'd have updated this driver, and you may well need to again, but when dealing with a laptop, it's always best to start with the manufacturer-provided driver (if it's even sort of recent) and update from there if necessary.

Hi,

Thanks very much for the reply - unfortunately I've uninstalled and reinstalled the Intel driver from the Lenovo website and the problem is still occurring. The game is absolutely fine on CAS, it's only when I try to enter live mode or build mode that the loading/saving screen freezes and I have to restart. Is there anything else you could advise trying, or am I best contacting Lenovo directly about the graphics drivers if that's definitely where the problem is?

Thanks,

Annabel

@AnElBo  Please post a new dxdiag so I can compare it to the old one.

As far as contacting Lenovo support goes, I would guess that the service is very good for some purposes and not so much for others.  The techs probably know quite a lot about computers overall, or at least some of them do, but less about Sims 4.  So they could tell you that your graphics drivers should be updated or that you need to address a certain system issue, but maybe not help with other reasons the game might not work properly.

It's your choice where to ask for help.  If you'd like me to keep troubleshooting with you, just let me know.

Hi,

Thanks very much, I really appreciate all your help with this. 

I've attached the latest dxdiag file. I did as you said and uninstalled both graphics drivers and re-installed the Intel one for my laptop directly from the Lenovo website, however weirdly the Ge-Force application started running when I tried playing my game, even though I'd uninstalled it and deleted the app, it's like it automatically reinstalled itself. It's also strange that the game is working absolutely fine on CAS, it's just live mode and build mode where the freezing problems occur - do you think this is definitely a graphics driver issue or could it possibly be something to do with my mods or memory storage?

Thanks again,

Annabel

Thanks very much, I'll do that, that's really helpful - so I don't need to uninstall or do anything with the Intel driver, I just follow the steps you've written?

And yes, I'll try with a new Sims 4 folder - if it works, do I then simply move my old Sims 4 folder back into the EA folder to access my save files? 

Thanks again,

Annabel

@AnElBo  The Intel driver is probably fine as-is.  It's still worth keeping an eye on in case you get more graphics driver errors, but from what I've seen, a  somewhat old Intel graphics driver doesn't generally cause problems on computers that also have a dedicated graphics card.

If the game works in the new Sims 4 folder, then yes, you can copy over your saves and pick up where you left off.

Thanks very much - I've tried a different save file and unfortunately the issue is still occurring, and I think the problem may be with one of my mods/cc. I'm working through them now to hopefully identify the problem.

Thanks again for all your help,

Annabel