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puzzlezaddict's avatar
puzzlezaddict
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10 months ago

Re: Sims 4 crashing June 2024

@pomogitephz  Most of the errors in your dxdiag are related to Windows itself, so please run 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.

Please also try playing in a clean user folder.  Move the entire Sims 4 folder out of Documents > Electronic Arts and onto your desktop, and when you launch the game, a clean folder will spawn with no content.  (Your saves and other content will be intact in the folder you moved but temporarily not read by the game.)  Don't add anything to the new folder yet; just let me know whether you can get far enough to start a new save and play in live mode for a bit.

If that doesn't help, please look for new errors in the Reliability Monitor.  Hit Windows key-R and enter "perfmon /rel" without quotes, and you'll see a chart of errors and updates with a column for each day.  Today is on the right.

Look for an error that happened at exactly the time of your most recent Sims 4 crash, specifically in the clean folder.  If you find one, double-click it to see more details, then copy that info and paste it into a reply here.  If you don't see a new error, check back in an hour or so—the Reliability Monitor doesn't always update right away.

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  • pomogitephz's avatar
    pomogitephz
    10 months ago
    @puzzlezaddict So, I checked the system with PowerShell and at the end I received a message that "Windows Resource Protection did not detect any integrity violations." (Защита ресурсов Windows не обнаружила нарушений целостности.)

    Checked system updates, antivirus updated.

    Error in Reliability Monitor:

    Problem signature
    Problem Event Name: APPCRASH
    Application name: TS4_x64.exe
    Application version: 1.107.151.1020
    Application timestamp: 665a58cd
    Module name with error: StackHash_f07d
    Module version with error: 10.0.22621.3733
    Module timestamp with error: 67ca8829
    Exception code: c0000374
    Exception offset: PCH_30_FROM_ntdll+0x00000000000A0AF4
    OS version: 10.0.22631.2.0.0.256.48
    Language code: 1049
    Additional information 1: f07d
    Additional information 2: f07d1a373121043d0c5b6bd138d5f40e
    Additional Information 3: 9206
    Additional information 4: 9206bff9307927b794541564709bb9f2

    Additional information about the problem
    Container ID: b5761c936d4b4c434b3b93a2873e8ba8 (1962324388912991144)
  • puzzlezaddict's avatar
    puzzlezaddict
    Hero+
    10 months ago

    @pomogitephz  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 Asus 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 that doesn't help, please repeat the test, except with your computer offline as well.  You can sign into the EA App and put it in offline mode, then disable wifi and/or disconnect the ethernet cable before pressing Play.

  • pomogitephz's avatar
    pomogitephz
    10 months ago
    @puzzlezaddict game worked stably for about 40 minutes, but then crashed again on the loading screen ☹️

    I ran tests, but there was nothing new there.

    The latest bug report is the same:

    Problem Event Name: APPCRASH
    Application name: TS4_x64.exe
    Application version: 1.107.151.1020
    Application timestamp: 665a58cd
    Module name with error: StackHash_f07d
    Module version with error: 10.0.22621.3733
    Module timestamp with error: 67ca8829
    Exception code: c0000374
    Exception offset: PCH_A3_FROM_ntdll+0x00000000000A0AF4
    OS version: 10.0.22631.2.0.0.256.48
    Language code: 1049
    Additional information 1: f07d
    Additional information 2: f07d1a373121043d0c5b6bd138d5f40e
    Additional Information 3: 9206
    Additional information 4: 9206bff9307927b794541564709bb9f2

    Additional information about the problem
    Container ID: b5761c936d4b4c434b3b93a2873e8ba8 (1962324388912991144)
  • puzzlezaddict's avatar
    puzzlezaddict
    Hero+
    10 months ago

    @pomogitephz  Was this while your computer was online or offline?  Is OneDrive running on this computer?  Even if you never deliberately use it, it could be periodically interfering with Sims 4.

  • puzzlezaddict's avatar
    puzzlezaddict
    Hero+
    10 months ago

    @pomogitephz  Please do a clean uninstall and reinstall of both Sims 4 and the EA App.  I wrote out detailed instructions here:

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

    When you reinstall, make sure to create a new folder, on the root level of the drive of your choice, into which you'll install Sims 4.  For example, C:\Games is fine, but not C:\Program Files\Games.  The Sims 4 user folder that you'll want to rename is the one you originally moved, that still has your saves and other user content inside it.  Revo won't delete it if it doesn't have "Sims 4" in its name.

    Please still use a new Sims 4 folder and play in a clean boot, at least initially.  If you get another crash, I'd like the associated crash dump.  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 the EA App, 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 you reinstalled the game.

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