@BUCKTOOTH20021 The type of crash you're seeing, according to your dxdiag, has two main causes: ReShade or GShade, specifically the DirectX 9 version installed while you're running the DX11 version of Sims 4; and conflicting software, most often but not always some Razer app. If you've uninstalled and reinstalled Sims 4 and haven't also added back ReShade or GShade, that's not going to be the issue, so start by removing all Razer apps: Cortex, Synapse, whatever you can find. If this helps, you may be able to reinstall the apps, but please test without them present.
If that doesn't help, or you don't have any Razer apps installed, please try playing in a clean boot:
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 still can't play in the clean boot, repeat the test, except with your computer offline. 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.
You are amazing. Let me try this today and get back to you. I appreciate your help so much!
Hi,
I've tried many times. Unfortunately no success.
Please see newly attached dxdiag for review.
@BUCKTOOTH20021 Please create a new admin Windows account and try playing there. Make it local, as in, don't link it to your Microsoft account or any email address. (Just keep declining until you can proceed without one.) You'll be able to launch Sims 4 without reinstalling anything, but your saves and other user data won't be available.
This is a test to narrow down the source of the issue, so the answer will help either way. And if it works but you don't want to switch accounts permanently, we can go back to the original account and try to figure out what's different.
If this doesn't help, please do a clean uninstall and reinstall of Sims 4 and the EA App, as described here:
You wouldn't need to rename the Sims 4 user folder in the new Windows account but probably want to rename the one in the original account, since that holds your saves and other user data. But please use the new account to reinstall the game.
Hello,
I've done precisely what you instructed and unfortunately had no luck whatsoever.
I've attached the most recent DxDiag.
Just like before, I launch, it reaches the Sims 4 logo and just as the mouse changes to the standard white Sims mouse, it crashes.
If it helps, the logo is slightly fuzzy, the resolution isn't perfect. I assume this is normal.
In total, I've uninstalled the games at least a dozen times over the last two months.
Let me know what we should try next! Thanks
Community Manager
