Re: Sims 4 Crashes during gameplay on PC

@panther1977_1  I apologize for the late reply.  I took a break from answering Sims 4 threads and am only now catching up.

The LiveKernelEvent 141 is a crash of the graphics driver, likely (but not certainly) the Nvidia driver.  Since that's relatively simple to address, please do so, specifically with a clean uninstall and reinstall of the driver, as described here:

https://crinrict.com/blog/2019/02/clean-re-install-of-graphics-drivers-with-display-driver-uninstaller-ddu.html

You can get a fresh copy of the newest Nvidia driver here:

https://www.nvidia.com/Download/driverResults.aspx/224484/en-us/

The driver should work fine, but if not, take your laptop back online and let Windows find an appropriate driver, then restart again.

If you get another crash, please try playing in windowed mode.  Switch to it through the graphics options, then quit and reload Sims 4.

I’ll try that. Thank you. 

So after all that I started the game in windowed, not even 4 min. It crashed. I went into device manager, display adapters and my Nvidia graphic driver disappeared. That is what is crashing my game. So the question is, why does a graphic driver that came with my system repeatedly crash and it disappears as if it was never there.  I am so sorry to keep bugging you about this and I wish I knew what to do to fix this. I just want to play my game in peace. 

@panther1977_1   You're not bugging me at all.  So you're saying that in the Device Manager, under Display adapters, you only see the Intel graphics chip, nothing else?  And this is still true after a couple of restarts of your computer?

If so, use Display Driver Uninstaller to remove both graphics drivers, if the Nvidia driver is still there, or only the Intel driver if it's not.  (The Nvidia driver should be removed first, then the Intel driver.)  But this time, while still offline, download and run this driver package for the Surface Book 3:

https://www.microsoft.com/en-us/download/details.aspx?id=101315

The installer should only install the missing drivers, in this case both graphics drivers, after which point you can restart again, go back online, and see whether the GPUs both appear in the Device Manager.

What is happening is when I launch a game (Sims 4), and start to play, I hear this sound in the background and then it freezes. I played it on the window option so it is easier to get out of the game to my desktop. From there, I opened device manager and the only graphic display showing is the intel and the Nvidia is not there anymore. So I have to reinstall it and it shows up. But why is this happening when it use to didn’t do this? I haven’t done anything to my computer to mess up the graphics so why is this a continued issue? Like right now, both are showing and as soon as I try to play the sims, it’s going to crash. I don’t know what to do to fix this 

@panther1977_1  Try forcing Windows to use the Nvidia card for Sims 4.  Under Windows Settings > System > Display > Graphics settings, click Browse, find TS4_x64.exe on the list, and choose the high-performance setting.

Hey, thanks for the reply: The settings were set on high performance which is the Nvidia and it has been crashing so that isn’t working. 

@panther1977_1  I've asked for a second opinion on your issue, so please post a fresh dxdiag, one run now.  I'd also like to see the results of some hardware logging.  Please download hwinfo (it's free) 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 click the button that's a sheet of paper with a + to start logging.  Save the log file to your desktop for easy access.  Wait five minutes, then open Sims 4 and play until it 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, click the same button to stop the logging.

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 had problems opening the Dxdiag file but hopefully you can see it. 

https://drive.google.com/file/d/1D94-Mn4UoZHJcClpTPbSxIuvblIs5sAS/view?usp=sharing 

https://drive.google.com/file/d/1Ywwk3q54cZGcjxp5DKMUfoSG0C6ZD_Bb/view?usp=sharing

@panther1977_1  The link is restricted, as in, I can't access it without signing into Google and specifically into an account allowed access.  Please change it to "anyone with this link" so I can download the file.

Sorry about that, I fixed it

@panther1977_1  Some of the hwinfo data from your 1660 ti is odd, to the point where the GPU might not be working properly.  So it's worth testing in a different context to see how it behaves.  Please download the free 3DMark Demo from Steam, and run Time Spy three or four times, back to back, with hwinfo open and logging.  In addition to the new log, please also post the results of at least one Time Spy run.  You can do so without a separate account; just click the link to view online.

https://drive.google.com/file/d/1xrXZw90VvwwNW3XXlAY9nZtbo8RKcl-j/view?usp=sharing

http://www.3dmark.com/spy/48257917

@panther1977_1  Have you installed the newly-released firmware package for your Surface?

https://www.microsoft.com/en-us/download/details.aspx?id=101315

Rather than simply installing it, please let me know which package you currently have installed, in case it matters here.

• Device information: 
• Device name: MECHIAGAMING
• Serial number: 019193503157
• Surface model: Surface Book 3 Model 1899 i7
• SAM: 10.503.139.0
• UEFI: 19.101.140.0
• App version: 61.24040.89.0
• BIOS Version/Date: Microsoft Corporation 19.101.140 04/11/2024
• Touch driver: 4.0.211.139
• Wi-Fi driver: 23.30.0.6
• Edition: Windows 11 Home
• OS build: 22621.3593
• Processor: Intel(R) Core(TM) i7-1065G7 CPU @ 1.30GHz
• Installed RAM: 16 GB
• Storage size: 56 GB free of 237 GB
• GPU: Intel(R) Iris(R) Plus Graphics NVIDIA GeForce GTX 1660 Ti with Max-Q Design
• Screen resolution: 3240 x 2160

Not sure what to look for so I copied this from the Surface app for my computer 

I replied to you but I didn't see my comment so I am wondering if they flagged it. I copied the Surface 3 info for my computer but I ended up installing the firmware because apparently I didn't have it because it fully updated. 

@panther1977_1  Your other post might have been flagged as spam, which happens for bad or inexplicable reasons sometimes.  At any rate, did installing the new firmware help?

No it did not help. I was told by Nvidia techs that because I am getting a code 43, my computer may need to be repaired. This makes no sense to me. I have done everything, followed everything you had me try. All I am trying to do is keep my Sims 4 game from Crashing and it keeps happening. This time I got a code 47. 

@panther1977_1  Error code 43 means there's a problem with the device in question, and 47 means that Windows is trying to remove the device.  It does seem from what we've seen here that your Nvidia GPU may be faulty, but that's not something that anyone can diagnose definitively over the internet, just guess is more or less likely based on symptoms.  That's why I was asking about hwinfo and benchmarks: to look for signs of a problem that were more specific than Sims 4 crashing.

I unfortunately don't have any other suggestions here aside from having the laptop examined by a professional, in person.

Well I definitely appreciate all your help. I will be taking it somewhere to get examined. Thanks again.