Hello, I have Sims 4 on my laptop and I can get the game to open and I can load a saved file, however once I click a house and hit the “play” button the game tries to load and then crashes. I’ve deleted the Sims 4 folder, run offline, laptop mode, play in full screen window as well. I don’t know what other options I have to get this working. Any help is greatly appreciated!
@princesskat87 Please run a dxdiag and attach the results to a post.
https://help.ea.com/en-us/help/pc/how-to-gather-dxdiag-information/
When you say you've "run offline," do you mean that you've played with Origin in offline mode, or that your laptop has been entirely disconnected from the internet? If you haven't tried playing with no internet connection, please do so now.
I have attached the DxDiag info. My laptop is connected to the internet, but I have tried playing Sims with Origin both online and offline.
@princesskat87 First of all, your dxdiag has a number of Windows errors. It's a good idea to run a couple of checks on Windows system files before doing anything else. Here's how:
Please also check to see whether you have OneDrive set to automatically sync the contents of your Documents folder with cloud storage. If you do, disable the auto sync. If you're not sure, you can temporarily disable OneDrive entirely, as a test.
Let me know whether these steps make a difference.
Here is what I received from DISM.exe /Online /Cleanup-image /Restorehealth:
PS C:\windows\system32> DISM.exe /Online /Cleanup-image /Restorehealth
Deployment Image Servicing and Management tool
Version: 10.0.17763.771
Image Version: 10.0.17763.914
Here is what I received from sfc /scannow:
Windows Resource Protection found corrupt files but was unable to fix some of them.
For online repairs, details are included in the CBS log file located at
windir\Logs\CBS\CBS.log. For example C:\Windows\Logs\CBS\CBS.log. For offline
repairs, details are included in the log file provided by the /OFFLOGFILE flag.
PS C:\windows\system32>
I already had OneDrive disabled.
@princesskat87 The "corrupt files" mentioned in sfc might be a problem, or they might be the result of a mismatch between your original and current builds of Windows. You can upload the CBS log if you want, and I can take a look later if other troubleshooting steps don't work. It's a lot easier if you filter the results first though. Type cmd into the search box in the lower left corner of your screen, and select Command Prompt. Then copy and paste this into the window, and enter:
findstr /c:"[SR]" %windir%\Logs\CBS\CBS.log >"%userprofile%\Desktop\sfcdetails.txt
Please remove your entire Sims 4 game folder from Documents\Electronic Arts again, and try to start another new save. No need to spend much time on it; this is just for testing. If it still doesn't work, the next step would be to do a clean uninstall and reinstall of your graphics card driver. Let me know, and I'll post instructions.
It can't locate it in CMD.
C:\Users\17573>findstr /c:"[SR]" %windir%\Logs\CBS\CBS.log >"%userprofile%\Desktop\sfcdetails.txt
The system cannot find the path specified.
@princesskat87 That's strange. I copied the same text into the Command Prompt window on my own computer, and it worked just fine a minute ago. Just checking, but were you in the same Windows user account that you used when running DISM and sfc? But you can leave that for now if you want, and we can look into it later if the other steps don't help.
Have you tried launching the game in a(nother) clean folder yet? Let me know how it goes.
@puzzlezaddict I just tried to launch it with a clean folder, and I was creating the Sim and the game crashed. I would say I had Sims open for about 3 minutes.
@puzzlezaddict and yes, I was logged into the same Windows profile when I ran both.
@puzzlezaddict I copied "findstr /c:"[SR]" %windir%\Logs\CBS\CBS.log" this into CMD and it brought back a lot of data.
This is the last of the hundreds of lines of data it spilled out:
2020-01-01 15:05:43, Info CSI 00004a8c [SR] Verify complete
2020-01-01 15:05:43, Info CSI 00004a8d [SR] Repairing 1 components
2020-01-01 15:05:43, Info CSI 00004a8e [SR] Beginning Verify and Repair transaction
2020-01-01 15:05:43, Info CSI 00004a90 [SR] Repairing corrupted file \??\C:\ProgramData\Microsoft\Windows\Models\\SBCModel.json from store
2020-01-01 15:05:43, Info CSI 00004a92 [SR] Repairing corrupted file \??\C:\ProgramData\Microsoft\Windows\Models\\SBCModel.txt from store
2020-01-01 15:05:44, Info CSI 00004a97 [SR] Repair complete
2020-01-01 15:05:44, Info CSI 00004a98 [SR] Committing transaction
2020-01-01 15:05:44, Info CSI 00004a9d [SR] Verify and Repair Transaction completed. All files and registry keys listed in this transaction have been successfully repaired
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