Re: Sims Freezing after Initial loading

@puzzlezaddict Thank you for your reply, I have followed your suggestions and I attached the two reports.

The System Info is the screen shot from running the first two items, and after all that I re did a DX Diag.

I tried loading my game, but it still froze.

Thank you,

Anna

@CraftySimmer  The new dxdiag crashed while running too and is missing the same information, which is not a great sign.  So I'd suggest you run a malware scan, just to be safe.  I'm not saying your computer definitely has a virus, only that this is a good time to check.  Download Malwarebytes (the free trial is fine) from here:

https://www.malwarebytes.com/mwb-download

Open it and find the Custom Scan option, which you'll recognize because it has a bunch of options, e.g. scan for rootkits, and also lists each of your computer's drives.  (This option keeps moving around, but it's in there somewhere.)  Check all the boxes both for all scan types and for all your drives, and let it do its job.  This could take anywhere from a few minutes to several hours, depending on the amount of data and whether the scan finds anything., so you may want to set it to run while you're doing something else.  Please attach its report so I can take a look.

Regardless of the results, please run a repair install:

https://tenforums.com/tutorials/16397-repair-install-windows-10-place-upgrade.html

This shouldn't delete any of your data, but if you get to step 13 and are NOT asked to keep personal files and apps, back out and start over.

@puzzlezaddict 

Good Morning, Attach is the Malwarebyte report, and currently going to run the Windows Repair.

@puzzlezaddict 

I ran the repair and restarted the computer, and both the EA APP, and Chrome where gone.

So reinstalled Chrome and the EA App, and right now its reinstalling the game packs.

Attach is a current dxdiag report

Thank you for your help

@CraftySimmer  The repair install shouldn't have deleted anything at all.  That's not to say you necessarily did something wrong, only that it's possible your system was in such a state that the process didn't go according to plan.

Your new dxdiag didn't crash while running and has all the relevant information, including that your laptop's graphics driver has been crashing.  In fact, that's the only type of crash listed, which means it's probably happening pretty frequently.  So please do 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 driver available from Intel here:

https://www.intel.com/content/www/us/en/products/sku/81012/intel-core-i54210m-processor-3m-cache-up-to-3-20-ghz/downloads.html

There's a newer driver available from Microsoft, but please use the one above first.  If you run into more trouble with Sims 4, then try the first driver listed here, which is version 27.20.100.8681:

https://www.catalog.update.microsoft.com/Search.aspx?q=hd%20graphics%204600

If neither works, please post a new dxdiag.

Hi @puzzlezaddict 

I was able to uninstall and reinstall the Intel drivers. And the EA App seemed to be opening just fine, but then I got an error

Application TSA_DX9_x64.ex has been blocked from accessing Graphic Hardware

Did I do something wrong, or do I need to redo the processes with the Microsoft driver?

Or do I need to reset my laptop back to manufacturing setting?

Thank you,

Anna

@puzzlezaddict Thank you so much for your assistance

I am back into my game and so far I am having no issues.

We did try and remove the vga cord from the laptop and unplug the spare monitor.

I also did the exceptions and restarted the computer. And was able to open the game and play for a little bit.

Then I re-plugged in the monitor and everything is working just fine.

So, we seem to be doing good right now!

@CraftySimmer  That's great to hear.  Let me know if you need any more help.