Re: Graphic Card Issue
Yes, I was able to start a fresh save and play in live and build mode for a while until it crashed again. Here is the dxdiag just incase.
Forum Discussion
4 Replies
@ArizonaK20 Your dxdiag shows a pile of crashes of one of the graphics driver, one crash of Radeon software, and a couple of generic Windows errors. So please start with a couple of basic checks of your Windows system files:
- Hit Windows key-X
- Choose either “PowerShell (Administrator)” or “Windows Terminal (Administrator),” whichever option is offered
- Inside the window that appears, copy and paste “DISM.exe /Online /Cleanup-image /Restorehealth” without quotes, 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 “Windows Terminal (Administrator)”
- Inside the window, copy and paste “sfc /scannow” without quotes, and enter
- Post the message you receive here
Restart your computer, hit Windows key-i, select Update & Security, and click the box to check for updates. If any install, restart again afterwards.
Next, please do a clean uninstall and reinstall of both graphics drivers, as described here:
The proper order of operations is uninstall the Nvidia driver > uninstall the AMD driver > restart > install the AMD driver > restart > install the Nvidia driver > restart, all while your laptop is offline. Rather than using the latest AMD driver, please install the one that Asus provides. It's older, sure, but that shouldn't be a problem for Sims 4, and it's simple enough to update later if necessary. (Please don't do this while we're troubleshooting unless I ask you.) The AMD driver is part of the chipset drivers you can find here:
https://www.asus.com/us/supportonly/fx705dt/helpdesk_download/
It's fine to use this even though it includes other drivers; the installer should simply skip the drivers that are already present. Please also use the Nvidia driver Asus provides, but if you get another crash, update to the newest driver provided by Nvidia instead. Here again, it's easier to start with the older one and update as necessary.
Please continue to test with a new save in a clean user folder, at least until the game is stable again. If you get yet another crash, please post a new dxdiag. Please also 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 your most recent Sims 4 crash, specifically after reinstalling the drivers. 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.
I followed everything you said to a tee and will keep trying just in case I did anything wrong, but it did crash again after everything. Here is the message I received and the new dxdiag.
Also here is the copy and paste of the Reliability Monitor
Description
A problem with your hardware caused Windows to stop working correctly.Problem signature
Problem Event Name: LiveKernelEvent
Code: 141
Parameter 1: ffffe18b26c0e460
Parameter 2: fffff80094abf270
Parameter 3: 0
Parameter 4: 3304
OS version: 10_0_22621
Service Pack: 0_0
Product: 768_1
OS Version: 10.0.22621.2.0.0.768.101
Locale ID: 1033Extra information about the problem
Bucket ID: LKD_0x141_Tdr:6_IMAGE_nvlddmkm.sys@ArizonaK20 Thanks for the new info. Somehow the new Nvidia driver didn't get installed correctly, or at least some of the info that should be in the dxdiag is missing. And the new error (LiveKernelEvent 141) is another crash of the graphics driver. So to be thorough, please do another clean uninstall of the driver, and this time, install the newest driver from Nvidia right away rather than starting with the one from Asus. You can download it here:
https://www.nvidia.com/Download/driverResults.aspx/218741/en-us/
If you still have issues, and you see another LiveKernelEvent 141, please try running Sims 4 on the integrated graphics chip. Performance will be significantly worse than what you're used to, but the important question is whether the game runs properly, not how smooth it is. Hit Windows key-i, select System > Display > Graphics settings, click Browse, find TS4_x64 on the list, and choose the power-saving option; it should say AMD Radeon underneath it. Restart your computer and try to play, and let me know how it goes.
If Sims 4 runs fine (albeit slowly) on the AMD chip but not on the Nvidia card, it's time to take the laptop to a professional who can test it in person. You may have a defective GPU, or there might be a problem that's fixable. I don't have the tools or the knowledge to diagnose that definitively from here.
Wow yeah there must be a defect on the GPU because the game ran fine but slow once I switched it to the AMD chip from the Nvidia. Any less, thank you so much for your help because I had no idea what was wrong, and I definitely will be taking it to a professional!
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