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 Okay, then you may need a new graphics card driver. Please go to this site:
https://support.hp.com/us-en/drivers/laptops
enter your computer's serial number, and go to the driver page for your laptop. Then link that page here for me. It's not specific to your own laptop, just the model you have, but I can't be sure I've found the correct page for your model without having your info myself. I'll check your drivers against the current offerings from HP and see what needs to be updated.
@princesskat87 Perfect thanks. (By the way, the last few lines of your CBS log don't show any errors; the relevant info would be further up. But you can attach the .txt file to a post instead of pasting it.)
There is a newer graphics driver for your laptop, although it's for Windows build 1903, one later than what you have (1809). The driver might be fine, but I think it would be better to test with the newest driver for 1809. You can update later if necessary. Right now though, it's a good idea to clean uninstall the current driver. Here's how to do it:
First, download Display Driver Uninstaller from here:
https://www.wagnardsoft.com/forums/viewtopic.php?f=5&t=2608
On the HP driver page, download "Intel High-Definition (HD) Graphics Driver - Kaby Lake / Skylake (Windows 10 v1809)," dated December 28, 2018.
Next, take your computer completely offline—disable wifi and/or pull the ethernet cord—and double-click the DDU.exe. Take note of where the file will land, and click Extract. If it's easier, you can copy the path (ctrl-C) and then paste it (ctrl-V) into the address bar in a File Explorer window. Open the folder and then Display Driver Uninstaller.exe, and you'll get a message that you're not in Safe Mode. Click OK, then go to Options and enable Safe Mode dialog. Here's a screenshot of what your options should look like:
Close options, and the DDU, and then open the DDU.exe again. For launch options, choose "Safe Mode (Recommended)," and then click Reboot to Safe Mode (you'll need your password, so find it before rebooting). Once you login, you'll see this:
After your computer reboots into normal mode, still offline, you can install the Intel driver, then reboot. Then go online again and test the game.
If it helps, you can print this out, since you won't be able to go back online and have a look until you're done with the whole process.
If you still get crashes right away (and please continue to test in a clean folder), please run another dxdiag and attach it.
@puzzlezaddict I did complete the steps you provided and I was able to make a house, once I finished that, it shut down. I have attached an updated DxDiag and the info from the CMD prompt.
@princesskat87 Sorry for the late reply; I wasn't around for the rest of the day. Your new dxdiag lists a number of Origin Web Helper Service crashes which weren't there (or weren't listed) before. It's best to disable the service both through Origin and through Windows. In Origin, hover over your username, select Application Settings, and under Application (the first header), scroll down to Start-up options to see the setting.
For the Windows setting, hit Windows key-R and enter "services.msc" without quotes. Scroll through the long list to where Origin Web Helper Service is listed, double-click, select "Disabled" under Startup type, and click Apply.
@puzzlezaddict No worries, I appreciate all the help thus far! I went ahead and tried that and the game still crashed, didn't even make it to building a house..
@princesskat87 Try playing in a clean boot:
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