Re: Sims 4 Crash when using Interaction Bubbles

@puzzlezaddict 

Thank you for the quick reply! I removed my video card driver as instructed and installed one from Oct 17th. I also uninstall razer cortex and synapse. I force quit anything else that was running in the apps section of task manager such as discord and spotify besides EA app and TS4. I tried to reproduce the issue a few times assuming more data was better. I will say it took much longer to crash after the changes I made, but they did end up reoccurring. I had two play sessions go past 30 minutes with mostly 3x speed going as often as possible. I watched for RAM % changes for two of the three crashes and didn't notice any big number swings. It stayed between 34-36% the whole time the game was running. 
I've attached a new dxdiag and the last two RM logs.

@kaytreeshia  Your new dxdiag shows a couple of serious crashes of the graphics driver.  These shouldn't happen in general and definitely shouldn't happen immediately after a clean uninstall and reinstall of the driver.  There are a few different reasons why this might happen, but since this is a new build, have you put the system through a stress test yet?  If not, I would suggest doing so just to make sure the components are working correctly, particularly the graphics card in this case.

If you want to try, you can download the (free) 3DMark demo on Steam and run Time Spy and Firestrike.  Feel free to link the results pages here; you can see them without an account.  This should tell you whether your GPU is working correctly.  Specifically, I'd run each one once, and stop to view the results, then run Time Spy four times in a row, without pauses in between, not for the scores but for the sustained load.

I am absolutely not saying there's anything wrong with your graphics card.  But it's important to test a new machine while the parts are all under warranty and (relatively) simple to return.  And it's worth eliminating this as a source of error before moving on to other troubleshooting steps.

Speaking of which, the next step would be 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

The one service to leave enabled is the EABackgroundService, which the EA App needs in order to run.  Disable the rest as described.

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

Don't open anything other than Sims 4 and the EA App while testing, not even a browser window.

@puzzlezaddict Apologies for the delay in response. I haven't had time to try the new instructions. I also don't think I did the DDU steps correctly so I looked up a video and followed along and think I got it right this time. Same problem with the crashes unfortunately. I've attached a new dxdiag from today just in case it helps. I am going to try the 3D mark pro tonight. Thanks again!

@puzzlezaddict I ran through the 3dMark fire strike and time spy benchmarks a few times each. Fire strike it was able to run four times in a row without a problem. Here is the page link to the report for the second run. 
https://www.3dmark.com/3dm/103817572?

With Time Spy, I get an error after the intro movie on the second pass through. The error is below.
DXGI call IDXGISwapChain::Present failed [0X887A0005]
https://www.3dmark.com/3dm/103818053?

This happens every time I run it. It goes through the intro movie, pass one completes, and part way through the second it closes and displays the error above. It also hard crash restarted my PC on the 3rd attempt.
Do you think it is best to continue on to the clean boot test or try to resolve this error first as they may be related?

I appreciate your time and assistance!

@kaytreeshia  Have you overclocked any components of this computer?  If so, please undo the settings.  That even goes for your RAM: disable XMP in the BIOS if it's enabled.  If you don't know what this is, just ask, and please also let me know whether you built this computer yourself or bought it from a system integrator.

To answer the question about Time Spy, I'm seeing information about this error that's all over the map: everything from a bad graphics driver that needs to be reinstalled (which you already did) to faulty hardware or a loose cable.  The Time Spy issue could easily mean nothing for practical purposes, but given that Sims 4 is also unstable, it's worth investigating.

@puzzlezaddict I didn't overclock anything personally. This computer was pre-built but with a few custom swap outs such as better power supply, an AIO pump, better fans and a second M.2 SSD. I ordered it from a black Friday deal. OC from the provider was an option for a little extra but I requested it be left with stock settings. XMP was enabled in BIOS so I have disabled it. I also reset the BIOS to defaults just in case they had modified anything else.
Should I install something to check OC settings such as MSI afterburner just in case? 

I will try Time Spy again now that XPM is off and report back. 

@kaytreeshia  If you reset the BIOS and don't have any software installed that would help you overclock, then your computer isn't overclocked anymore.  You can look for related software under Windows Settings > Apps if you want to make absolutely sure.

Please do let me know how Time Spy runs with no OC applied.

@puzzlezaddict After disabling XPM and resetting to BIOS defaults Time Spy ran four times without any issue. I was also able to play the Sims for a couple hours without a single crash! I am going to try a couple more play sessions with my normal saves and mods now just to be sure but I am hopeful all is back to normal.
Do you want me to keep this thread open for the others that asked questions or is it best to mark as solved in a day or two if everything continues to work as expected?

@kaytreeshia  It's your choice whether to mark it solved.  If you feel like this is the solution, if the game is stable, then it might be helpful—solved threads are somewhat prioritized in searches, so you're making the info a bit easier for the next person to find.  But it's not necessary.

Solving the thread also doesn't close it; someone else could post later if they found it relevant.  If they asked about a different issue, I'd just split out the new post anyway.