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puzzlezaddict's avatar
puzzlezaddict
Hero+
10 months ago

Re: Sims 4 Crashing & Black Screens Since September Update

@SulSulDUCK  Your computer is more than powerful enough for Sims 4 in any mode, and I don't think the hardware has anything to do with this issue unless it's somehow defective.  But in that case, you'd likely see crashes in DX9 mode too.  DX11 mode does have its issues, but it's not particularly unstable anymore on supported systems, and I've only seen a few reports of significantly worse performance.  That doesn't mean it isn't happening, only that it's not the norm.  Black screens are certainly not common either.

The error you've posted points to a component of Windows as the faulting module.  It's unlikely that this particular resource is corrupt given how fundamental it is to the OS, but it's worth running a couple of basic checks of 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.

If you want to test your hardware in general, download the free demo of 3DMark from Steam and run Time Spy.  You can access the results without creating a separate account; just post a screenshot if you want to share.  For best results, restart your computer immediately beforehand and don't open anything other than Steam and 3DMark.

2 Replies

  • SulSulDUCK's avatar
    SulSulDUCK
    Seasoned Novice
    10 months ago

    @puzzlezaddict Hi,

    Thank you so much for your patience and for providing such clear steps in your previous response. I followed your instructions carefully, but I am still experiencing consistent crashes and black screens when running The Sims 4 in DirectX 11 mode. Interestingly, the game runs without any issues in DirectX 9 mode.

    To troubleshoot further, I performed the following tests:

    1. 3DMark Time Spy benchmark test: My hardware performed very well with a Time Spy score of 15,991. This indicates that my GPU (RTX 3080) and CPU (i7-12700) are functioning optimally.

    2. Windows system health checks (DISM & SFC): I ran a DISM image restore and an SFC scan, both of which returned no issues with the system integrity.

    Despite this, the game crashes within seconds when using DirectX 11, while it runs normally in DirectX 9. Based on this, I suspect the issue may be related to a software or compatibility conflict specifically when using DX11.

    I have attached all the relevant test result screenshots for your reference.

    Could you provide any additional guidance or potential fixes for this? I have tried updating my drivers and repairing the game, but the issue persists.

    I truly appreciate your continued assistance and look forward to any suggestions you may have.

  • puzzlezaddict's avatar
    puzzlezaddict
    Hero+
    10 months ago

    @SulSulDUCK  Your Time Spy results look fine, as you already know, and I think you're right that the next thing to look for is conflicting software.  ReShade and GShade currently have issues with DirectX 11 mode, at least some of the time.  (I believe there's an update for each one, but it doesn't install automatically.)  The associated errors are pretty specific and not what you're seeing, but still, if you use either one, please remove it and repair the game again.

    I would also check that your antivirus isn't objecting to Sims 4.  The DX9 and 11 modes use different executables, so you'd need to set an exception for TS4_x64 specifically.

    If that doesn't help, please 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

    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.  If you get another crash, repeat the test except with your computer offline.  You can sign into Steam and the EA App and put them in offline mode, then disable wifi and/or disconnect the ethernet cable before pressing Play.

    If this helps, selectively reenable services until you find the problem, and you'll know what to leave disabled or uninstall or update.

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