Forum Discussion

Rising Traveler

3 months ago

Solved

Recurring white screen crash during play

I’ve been experiencing this problem for about two weeks. When I start playing, after not too long (around half an hour to an hour), the game screen suddenly turns white and there’s no way to go back. I have to force close the game, losing all unsaved progress.
When it first happened, I thought it was just a random game crash, which can occasionally occur, but in reality it happens every time and it’s very annoying.
I’ve never used any CC/mods.
I’m attaching a picture of the screen.

crashing

puzzlezaddict
3 months ago
Sul27 Your laptop's graphics driver is from 2020 and has been crashing, so that may well be the entirety of the issue. Please install the newest driver Intel offers for your processor and graphics chip:

https://www.intel.com/content/www/us/en/products/sku/149088/intel-core-i58265u-processor-6m-cache-up-to-3-90-ghz/downloads.html

Run the installer as an admin: right-click the download and select "Run as administrator." Restart the laptop afterwards and before trying to play.

If you get an error when trying to install the driver, that's probably HP software blocking any drivers not provided directly by HP. (This one is compatible with your hardware.) Here's how to get around it:

https://www.intel.com/content/www/us/en/support/articles/000087660/graphics.html

Separately, your dxdiag lists a few BlueScreens related to running Driver Verifier, so let me know whether you've been trying to run it and for what purpose.

5 Replies

puzzlezaddict
Hero+
3 months ago
Sul27 Please provide a dxdiag. Click Windows key-R, enter dxdiag in the run box, wait for the scan to finish, click "Save all information," and save the file to your desktop. From there, you can attach it to a reply using the paper clip (Attachment) icon included with the other formatting buttons.
Sul27
Rising Traveler
3 months ago
Here it is the file, thank you!

DxDiag.txt84 KB
puzzlezaddict
Hero+
3 months ago
Sul27 Your laptop's graphics driver is from 2020 and has been crashing, so that may well be the entirety of the issue. Please install the newest driver Intel offers for your processor and graphics chip:

https://www.intel.com/content/www/us/en/products/sku/149088/intel-core-i58265u-processor-6m-cache-up-to-3-90-ghz/downloads.html

Run the installer as an admin: right-click the download and select "Run as administrator." Restart the laptop afterwards and before trying to play.

If you get an error when trying to install the driver, that's probably HP software blocking any drivers not provided directly by HP. (This one is compatible with your hardware.) Here's how to get around it:

https://www.intel.com/content/www/us/en/support/articles/000087660/graphics.html

Separately, your dxdiag lists a few BlueScreens related to running Driver Verifier, so let me know whether you've been trying to run it and for what purpose.
Sul27
Rising Traveler
3 months ago
Thank you so much! I’ll let you know if this solution works.
As for Driver Verifier, I honestly don’t know — I’ve never run it, or at least not knowingly. I didn’t even know what it was before your message!
Sul27
Rising Traveler
3 months ago
puzzlezaddict I downloaded Intel® 6th-10th Gen Processor Graphics - Windows and played for about one hour and half. The Sims 4 didn't crash, and no white screen appearead. So it seems the problem has been solved. I'll let you know if, after playing for a longer time, the game starts showing the white screen again.
Thank you!