Hellooo,
i recently purchased a new bundle of items ( discover uni, backyard stuff, outdoor retreat) my games was working no problem saved and exited. I have now been trying for 3 days to get back on and my game freezes with no remedy. I cant move my mouse or press any commands (i.e alt + f4 etc). I can still hear the audio though.
i have uninstalled and reinstalled. I have no mods/cc. Used the repair function.
please help I just want to play ☹️
@xesenia623 As a test, please 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 play without getting another freeze.
If that doesn't help, please run a dxdiag and attach it to a post.
https://help.ea.com/en-us/help/pc/how-to-gather-dxdiag-information/
Hellooo,
Sorry for the long pause. I am a weekend simmer. This did not work ☹️ game still freezes on load up with no change. attached is the dxdiag
@xesenia623 Your dxdiag shows a couple of serious crashes of the graphics driver, so the place to start is by uninstalling and reinstalling the driver. Here's how:
Microsoft controls what drivers can be installed on a Surface laptop and provides them in bundles. So instead of downloading a standalone graphics driver, go here:
https://www.microsoft.com/en-us/download/details.aspx?id=100419
and download the provided package. After you've removed the existing driver and while your laptop is still offline, run the installer you've downloaded. It should mostly just confirm that you have the correct software installed but reinstall the graphics driver that will now be missing. Restart your computer after installing the driver, then go back online and try to play.
If you get another freeze, please force the game to run in windowed mode. Go into Documents > Electronic Arts > The Sims 4, open Options.ini, search for fullscreen , and set it to 0 (zero).
