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puzzlezaddict's avatar
puzzlezaddict
Hero+
1 year ago

Re: Sims 4 - Crashing since new EA app / Nothing works, help!

@BUCKTOOTH20021  Please create a new admin Windows account and try playing there.  Make it local, as in, don't link it to your Microsoft account or any email address.  (Just keep declining until you can proceed without one.)  You'll be able to launch Sims 4 without reinstalling anything, but your saves and other user data won't be available.

This is a test to narrow down the source of the issue, so the answer will help either way.  And if it works but you don't want to switch accounts permanently, we can go back to the original account and try to figure out what's different.

If this doesn't help, please do a clean uninstall and reinstall of Sims 4 and the EA App, as described here:

https://answers.ea.com/t5/PC/CURRENT-ISSUE-Sims-4-DLC-shows-as-installed-won-t-load-in-game/m-p/12942151#uninstall

You wouldn't need to rename the Sims 4 user folder in the new Windows account but probably want to rename the one in the original account, since that holds your saves and other user data.  But please use the new account to reinstall the game.

7 Replies

  • BUCKTOOTH20021's avatar
    BUCKTOOTH20021
    1 year ago

    Hello,

    I've done precisely what you instructed and unfortunately had no luck whatsoever. 

    I've attached the most recent DxDiag.

    Just like before, I launch, it reaches the Sims 4 logo and just as the mouse changes to the standard white Sims mouse, it crashes. 

    If it helps, the logo is slightly fuzzy, the resolution isn't perfect. I assume this is normal.

    In total, I've uninstalled the games at least a dozen times over the last two months. 

    Let me know what we should try next! Thanks

  • puzzlezaddict's avatar
    puzzlezaddict
    Hero+
    1 year ago

    @BUCKTOOTH20021  These are the same errors you've had since the original dxdiag, which is not surprising but also a bit unusual considering they're typically resolved by the steps I listed.  This could be a Windows issue though, so please run a repair install of Windows, as described here:

    https://www.tenforums.com/tutorials/16397-repair-install-windows-10-place-upgrade.html

    This shouldn't delete any of your data, but if you get to step 13 and are NOT asked to keep personal files and apps, back out and start over.  Then try again in a normal boot, and if that doesn't work, in a clean boot with your computer offline.

    The logo does look a bit fuzzy at certain resolutions, but if you want a second opinion on whether yours is excessively fuzzy, feel free to post a screenshot.  Another cause of excessive fuzziness is using an in-game resolution that doesn't match your screen, which runs at 1920x1080.

  • BUCKTOOTH20021's avatar
    BUCKTOOTH20021
    1 year ago
    @puzzlezaddict Hi, I've followed your instructions but unfortunately I am still without luck. Now the EA site won't allow me to reply with attachments. Once this is fixed I will attach a crash report / event file.

    I'm really starting to wonder what the issue is.
  • puzzlezaddict's avatar
    puzzlezaddict
    Hero+
    1 year ago

    @BUCKTOOTH20021  If you're using Quick Reply rather than Reply, that explains why attachments don't work.  Otherwise, you can upload any relevant files to a third-party hosting site (e.g. Google Drive) and link them here.  Make sure that anyone with the link can view them.

    When you're able, I would also like a new dxdiag so I can ask for a second opinion if necessary.

  • BUCKTOOTH20021's avatar
    BUCKTOOTH20021
    1 year ago

    Excellent, it's working now. 

    I've attached the most recent DXDIAG & Event viewer - I launched it on a clean boot. 

    https://drive.google.com/file/d/1g6jUJcsL1jeKB6pqkk5DFcKjrnDjieuD/view?usp=sharing

    Additionally, I've run windows memory diagnostics as the only change I made to my hardware was adding RAM. It was around the same time SIMS started to crash. However, no faults were found whatsoever. 

    Windows 10 has been updated & is now on a new M.2 drive. I also ran a repair of windows, no luck. 

    Let me know what we shall try next. Thank you again!

    Kind regards,

  • puzzlezaddict's avatar
    puzzlezaddict
    Hero+
    1 year ago

    @BUCKTOOTH20021  I wouldn't consider a pass from the Windows memory diagnostic tool to be reliable.  A fail is probably accurate, but the tool doesn't catch all problems.

    The gold standard here is MemTest86, testing each module separately and in multiple slots on the motherboard.  That can be tedious though, and given that the problem started when you added more RAM, the much easier test is to pull the new modules.  Even if this helps, that doesn't mean the modules are defective—the problem could be one of the slots instead.  But at least you'd have more information.

    If you want to try MemTest86, here's how:

    https://www.memtest86.com/index.html

    https://www.overclockersclub.com/guides/memtest86_memory_guide/

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