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puzzlezaddict's avatar
puzzlezaddict
Hero+
4 years ago

Re: Sims 4 - Crash at Title Screen

@cath4rsi5  If you have any Razer software installed, please disable it in the Task Manager.  Go through the background processes list, and double-check the results: if any of the Razer services restart on their own, you'll need to uninstall the software entirely.

If this doesn't help, or you don't have any Razer software, try playing in a clean boot:

https://support.microsoft.com/en-us/topic/how-to-perform-a-clean-boot-in-windows-da2f9573-6eec-00ad-2f8a-a97a1807f3dd

When you reboot, go through the Task Manager's background processes list again, shutting down anything that doesn't absolutely need to be running.  Anything from RGB software to MSI Afterburner might still be active.  If you accidentally kill the wrong process and it doesn't restart on its own, just reboot your computer.

6 Replies

  • cath4rsi5's avatar
    cath4rsi5
    4 years ago
    @puzzlezaddict

    Thanks for your efforts. These steps were taken and the game still does not load past the title screen.

    I appreciate your help.
  • cath4rsi5's avatar
    cath4rsi5
    4 years ago

    As a note, the game will run in 32 bit mode (Legacy). This is not ideal as the computer meets specifications for 64 bit and was running it before on a older obsolete HD and support for expansions is limited. 

  • puzzlezaddict's avatar
    puzzlezaddict
    Hero+
    4 years ago

    @cath4rsi5  I'd like to see a crash dump for Sims 4.  Click Windows key-R and copy and paste this:

    %LocalAppData%\CrashDumps

    When you enter, you'll see a list of .dmp files.  If one of them is from Sims 4 or Origin, please upload it to a third-party filehosting site (Google Drive, Dropbox, etc.) and link it here.  If you see a crash dump that was written at exactly the time the game crashed, I'd like that too.  But in either case, please only upload files from after we started troubleshooting here.

    If there is no Sims 4 .dmp file, you can enable them:

    • 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 a free filesharing site 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.
  • puzzlezaddict's avatar
    puzzlezaddict
    Hero+
    4 years ago

    @cath4rsi5  Yes, I can read the file, but it's unfortunately not overly helpful.  (In case you're wondering, the cause of this crash was a heap corruption, specifically a double free error: a process trying to free memory that was already free.)  The process involved is a part of Windows that is very unlikely to be corrupt itself, although it's still a good idea to run a couple of basic checks on 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.

    Please also completely uninstall any Razer software you have.  I just saw another report that disabling Razer process in the Task Manager isn't sufficient to get rid of the crashing, so it's worth trying, and you can always reinstall the program(s) later.  And the crash dump listed a Razer-related driver in passing—not necessarily related to the crash, but noted within the log.

  • cath4rsi5's avatar
    cath4rsi5
    4 years ago
    @puzzlezaddict Thanks again for your support. Unfortunately, following all the steps, I did not get anywhere.

    The powershell steps went fine, scanned to 100% without error, and I downloaded 2 updates that were asked when checking after the scan. Still the same load to Sims 4 title screen and then program closes.

    As for Razer, in programs, I do not have any Razer software downloaded at this time, though I believe I did on my old D drive. It could have been with the hard drive transfer something got left behind or moved (between Razer or Origin), but I've confirmed through my program apps that no Razer software is installed and it does not come up on my Task Manager - attached is a new dump file to see whether the same issue presents itself.


    https://drive.google.com/file/d/1_kA32ZLKM_blO9uaX7E1_muNSNKad2bv/view?usp=sharing

    I've had a more tech advanced friend take a look at some of the stuff and we also tried renaming the drive back to D:\ and relocating the files and that also did not work.

    Thanks again for your support in this issue!

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