Re: Sims 4 Doesn't launch after the recent update and crashes 2025

Hi @puzzlezaddict 

So in the previous message, I forgot to mention that I ran the DISM and there were no errors and then I ran the sfc which had no errors, as mentioned in the previous message.

1. I ran the BIOS like you suggested and now it is up to date. I tried playing the game but like before it crashed so I am attaching another dxdiag report.

2. I have attached a screenshot of my laptop device and everything is up to date except two.

• The "support service" (in red), is that the same thing as "Dell.CoreServices.Client"? Or it has nothing to do with that....two different things. If I were to update the "support service", would it work?
• For "Check hardware", would you suggest to run a quick scan? When I click on it, it says, "Run a Quick Scan to detect common hardware issues". If I were to do that will that help or it won't really make a difference? 

Thank you,

Neesha

@Nee24  Dell laptops come with a package of software called MyDell or similar, and this package has a number of individual apps, each of which has multiple components.  And the names for these apps have changed over the years too.  So when some component is crashing, it's difficult for me, not having access to your computer, to tell you which application to close to stop the problematic service from running.

What I can say is that none of this software is critical, so you could happily kill everything in the Task Manager with no meaningful consequences.  And the good thing about that approach is if you happen to close the wrong service, restarting your computer will fix it.

As for the quick scan, it won't hurt.  I wouldn't count on it fixing the problem, although it could, and I absolutely wouldn't trust it if it said your computer had no problems.  But it's not completely ineffective in general.

Hi @puzzlezaddict 

Well, I ran the hardware scan and everything passed.

1. When reviewing the recent dxdiag, under "Microsoft Graphics Hybrid" it says not supported. Could that be the issue since the graphic driver is 2019? 

2. When you're reviewing the dxdiag report, what are you reviewing?  Would you be able to access my computer and debug the issue remotely? Are there any more tests that I can try? I went to Device Manager> USB Root Hub (USB 3.0)> update driver: everything is up to date. 

3. So, I have a question. My mom has a recent Dell computer that she brought in 2024 and everything is new. If I want to test out to see if Sims 4 works, can I download the EA app, sign in to my account and would I be able to play? Would I need to install the CDs or the information is already there? 

When Sims 4 used to have all these updates, I would update them and just play the game. I am not sure if its with all these recent kits that are being released that is causing the glitches/bugs.

Thank you,

Neesha 

@Nee24  Your laptop only has one GPU, so it doesn't matter whether the graphics hybrid function is supported.  I don't know enough about that feature to know whether the driver is too old for it, or there's a hardware requirement your laptop doesn't meet, or it's just automatically disabled when there's a single GPU, but I do know your laptop can't use it.

It is worth updating the graphics driver though.  In general, it's best to use the driver provided by a laptop manufacturer unless you find a specific reason not to: an error that points to the driver and isn't fixed by reinstalling, or a new feature you want or need.  When the problem might be the driver or might be something else, it's typically better to address that potential something else first.  Since there's no direct evidence that the driver is the problem, I wanted you to update your other software first and also try addressing the errors you are seeing.

However, since none of that helped, it's time to try the newest driver from Intel, which you can get here:

https://www.intel.com/content/www/us/en/products/sku/122589/intel-core-i78550u-processor-8m-cache-up-to-4-00-ghz/downloads.html

Run the installer as an admin: right-click the download and select "Run as administrator."  If you see the option to do a clean install, choose that.  Either way, restart after installing and before trying to play.

If you get an error when trying to install the driver, that's likely Dell software blocking any drivers not provided by Dell; some manufacturers do this for some models.  There's a way around it; let me know if you're interested.

As for your mother's laptop, you could absolutely sign into your account in the EA App and download your game and DLC there.  Your saves wouldn't be present, but those are easy enough to transfer, and everything you've bought (or redeemed for free) should be available.