Sims 4 Crash when using Interaction Bubbles
Hello, I have been trying to troubleshoot why my Sims 4 keeps crashing to desktop without a crash error message. It freezes up, the screen goes black, and then it is back to desktop as if it were ...
Forum Discussion
@kaytreeshia Thanks so much for all the info, both the dxdiag and RM entries and the problem description. The crashes in the RM, and the most recent ones at the end of your dxdiag (likely the same crashes), are access violations: that's what c0000005 means. Unfortunately, access violations are common and generic, caused by anything from mods or custom content to an in-game bug to conflicting software to a hardware issue. (I'm not saying this is a harware issue, just that that's how generic the error is.) So we'll need to do some testing to narrow things down.
First though, your dxdiag also lists one Sims 4 crash due to the Nvidia graphics driver, plus one other error from that driver, and an error from Razer Cortex. Razer software has conflicted with Sims 4 in the recent past, so please uninstall Cortex and any other Razer apps for now. You can reinstall them when Sims 4 is stable again and see how it goes; it might be that a reinstall clears up any issues.
For the graphics driver, please clean-uninstall it, as described here:
Instead of reinstalling the newest Nvidia driver, try a slightly older one, from September or October. It's easy to update from there if necessary. You can find older drivers here:
https://www.nvidia.com/en-us/geforce/drivers/
Once you've done this, please test Sims 4 again, but this time, run the game in windowed mode and have the Task Manager open in the background. Try to recreate the issue, and when you think you might have triggered it and a crash is coming, keep an eye on Sims 4's RAM use in the TM. You can position the game and TM windows where it's easy to see both. What I'm wondering is whether there's a memory leak, or perhaps the game engine is getting caught up trying to process something, either of which should cause a noticeable spike in RAM use.
@puzzlezaddict
Thank you for the quick reply! I removed my video card driver as instructed and installed one from Oct 17th. I also uninstall razer cortex and synapse. I force quit anything else that was running in the apps section of task manager such as discord and spotify besides EA app and TS4. I tried to reproduce the issue a few times assuming more data was better. I will say it took much longer to crash after the changes I made, but they did end up reoccurring. I had two play sessions go past 30 minutes with mostly 3x speed going as often as possible. I watched for RAM % changes for two of the three crashes and didn't notice any big number swings. It stayed between 34-36% the whole time the game was running.
I've attached a new dxdiag and the last two RM logs.
@kaytreeshia Your new dxdiag shows a couple of serious crashes of the graphics driver. These shouldn't happen in general and definitely shouldn't happen immediately after a clean uninstall and reinstall of the driver. There are a few different reasons why this might happen, but since this is a new build, have you put the system through a stress test yet? If not, I would suggest doing so just to make sure the components are working correctly, particularly the graphics card in this case.
If you want to try, you can download the (free) 3DMark demo on Steam and run Time Spy and Firestrike. Feel free to link the results pages here; you can see them without an account. This should tell you whether your GPU is working correctly. Specifically, I'd run each one once, and stop to view the results, then run Time Spy four times in a row, without pauses in between, not for the scores but for the sustained load.
I am absolutely not saying there's anything wrong with your graphics card. But it's important to test a new machine while the parts are all under warranty and (relatively) simple to return. And it's worth eliminating this as a source of error before moving on to other troubleshooting steps.
Speaking of which, the next step would be 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.
@puzzlezaddict Apologies for the delay in response. I haven't had time to try the new instructions. I also don't think I did the DDU steps correctly so I looked up a video and followed along and think I got it right this time. Same problem with the crashes unfortunately. I've attached a new dxdiag from today just in case it helps. I am going to try the 3D mark pro tonight. Thanks again!
@puzzlezaddict I ran through the 3dMark fire strike and time spy benchmarks a few times each. Fire strike it was able to run four times in a row without a problem. Here is the page link to the report for the second run.
https://www.3dmark.com/3dm/103817572?
With Time Spy, I get an error after the intro movie on the second pass through. The error is below.
DXGI call IDXGISwapChain::Present failed [0X887A0005]
https://www.3dmark.com/3dm/103818053?
This happens every time I run it. It goes through the intro movie, pass one completes, and part way through the second it closes and displays the error above. It also hard crash restarted my PC on the 3rd attempt.
Do you think it is best to continue on to the clean boot test or try to resolve this error first as they may be related?
I appreciate your time and assistance!
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