@RogueRageArts Thanks for the dxdiag, which shows a number of serious crashes of the graphics driver. That would explain the problem by itself. So please do a clean uninstall and reinstall of the Nvidia driver, as described here:
You can get a fresh copy of the newest Nvidia driver here:
https://www.nvidia.com/Download/driverResults.aspx/224484/en-us/
Restart after installing the driver and before trying to play.
Thank you for this answer! I followed the instructions you said and it worked! Well, for most of the day it did. Just now it showed the white screen again, and then crashed. I restarted my computer and then loaded my game and about 2 minutes later, it crashed again. I'm so hurt and lost, as I was finishing up a sim I was extremely happy with. I don't know what to do at this point.
@puzzlezaddict wrote:@RogueRageArts Thanks for the dxdiag, which shows a number of serious crashes of the graphics driver. That would explain the problem by itself. So please do a clean uninstall and reinstall of the Nvidia driver, as described here:
You can get a fresh copy of the newest Nvidia driver here:
https://www.nvidia.com/Download/driverResults.aspx/224484/en-us/
Restart after installing the driver and before trying to play.
Thank you for this answer! I followed the instructions you said and it worked! Well, for most of the day it did. Just now it showed the white screen again, and then crashed. I restarted my computer and then loaded my game and about 2 minutes later, it crashed again. I'm so hurt and lost, as I was finishing up a sim I was extremely happy with. I don't know what to do at this point.
@RogueRageArts 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 driver. 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.
@puzzlezaddict wrote:@RogueRageArts 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 driver. 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.
Hi, Here is the copy of the Reliability Monitor along with the newer dxdiag. I really hope you see something that is fixable. Thank you so much for even helping!
Source
Windows
Summary
Hardware error
Date
5/17/2024 8:16 PM
Status
Report sent
Description
A problem with your hardware caused Windows to stop working correctly.
Problem signature
Problem Event Name: LiveKernelEvent
Code: 141
Parameter 1: ffff9d8aba0c6460
Parameter 2: fffff801427c87b0
Parameter 3: 0
Parameter 4: 0
OS version: 10_0_22631
Service Pack: 0_0
Product: 768_1
OS Version: 10.0.22631.2.0.0.768.101
Locale ID: 1033
Extra information about the problem
Bucket ID: LKD_0x141_Tdr:6_IMAGE_nvlddmkm.sys_Turing
@RogueRageArts This error is another crash of the graphics driver, but it looks from your dxdiag like the driver is the correct version and properly installed. So the problem might be the GPU itself. The simplest way to test this is to force Sims 4 to use the iGPU instead. Performance won't be very good, but that's fine for the purposes of this test.
Open Windows Settings > System > Display > Graphics settings, click Browse, find TS4_x64.exe on the list, and choose the power-saving option, which should list the Intel integrated graphics. Then try again to play, and let me know how it goes. If you do get another crash, please post this same Reliability Monitor info.
While you're in the Graphics settings menu, you can also try disabling all the new Windows 11 options there: variable refresh rate and anything else you find. But please test this separately from the above, i.e. don't change any settings and only use the iGPU, then disable the options and try both GPUs that way. Restart your computer each time after making the changes and before trying to play.
That worked! My game has not crashed since I did this and actually seems to be running a lot smoother in my opinion! Thank you so much, you saved another simmer!
@RogueRageArts Did switching to the iGPU help, or changing the other settings, or only both together? I ask because if you're forced to use the iGPU, that means that the dedicated graphics card may be defective. And while using the integrated chip instead is a temporary workaround, it would be unfortunate to give up all the extra power of the dedicated card, which is several times faster than the iGPU.
On the other hand, if simply changing the other settings helped, and you're still using the dedicated card, then you likely don't have anything to worry about.
Hi again! Sorry for the long delay, life got a little busy. But yes, I switched it over and it worked for a while. Now it is starting to do the same as before with lagging and then crashing at the white screen. I do notice it happens when my computer seems hot so I'm not sure if that adds anything? Hopefully we can figure this out and I don't need to buy a brand new computer ☹️
@RogueRageArts It would be helpful to see whether this is a heat-related issue. Please download hwinfo from here:
https://www.hwinfo.com/download/
You don't need to install anything; just choose the Portable version, unzip it, and launch it from Downloads or wherever you like. If you do want the full installer, be sure to click the button for hwinfo itself, not for lansweeper.
Restart your computer, open hwinfo, choose Sensors Only, and leave it running. Then try to play Sims 4, first on the iGPU. Once the game crashes, check the maximum temperatures for anything processor-related, or the integrated graphics if it's listed separately. Hwinfo does list a lot of info, but you can ignore anything that's not temperature-related.
Next, repeat the test but with the game using the dedicated card (you can set it to high-performance). This time, check the temps for the dedicated card, which will have its own section towards the bottom of the screen. Let me know what you find.
The useful thing about hwinfo is that it lists the maximum values for each entry during the time hwinfo itself was open. Silicon cools quickly, so you might not catch an overheating issue if you wait until the game has crashed, but you should at least see how hot your hardware was before the crash.
Hi again, I followed the directions you listed and ran the program until the game crashed. This was the only picture I could get before my whole computer crashed. Is there a way to read previous logs of the program? I'm not sure if the information shown is what we need to see. Again, when my game crashes, it shows the white screen. I use task manager to exit out, which it does but then my computer lags, freezes and the forces a restart.
I want to switch it over to the other drive but I wanted to make sure I switch the game correctly so I can run the program with that drive. How would I switch it back over again?
@RogueRageArts You can absolutely log the session in hwinfo. Click the button that's a sheet of paper with a + to start logging, and save the log file to your desktop for easy access. Wait five minutes, then open Sims 4 and play until it or your computer crashes. Don't alt-tab out of the game or run any other programs, aside from the EA App of course, while you're testing. When you're done, if the computer is still on, click the same button to stop the logging; otherwise, the log will be intact once you restart.
Please upload the log to the third-party filesharing site of your choice (Google Drive, Dropbox, etc.) and link it for me. Either leave it in .csv format or, if you're going to use OneDrive, create a .zip file, and don't open the log before uploading it, or else my log reader might not be able to interpret it.
I will say that 95º C on the CPU is hot enough to be somewhat concerning, but that doesn't necessarily mean that this was the cause of the crash.
Let's leave the game on the current drive for this test at least.
Here is the log sheet for the temperature. I hope it was logged right. I will say, it took a much longer time than usual for my game to crash this time around, and like I said before, it was when my laptop became hot. When I was playing my game, it lagged about twice but then continued to play with no problems. About an hour later is when it white screen crashed on me. I cant thank you enough for sticking around to help me for about a month now, youve been such a great help and i hope that we can solve this soon.
Here is the link:
https://drive.google.com/file/d/1FhmLgzUrDQW85xhHsQ8BN3TQi-OSv6gX/view?usp=sharing
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