Just updated graphics, windows 11 and the Sims 4 update. Game crashes randomly at gameplay. It makes a sound and then everything stops moving. The pointer still moves around but you can't select anything. After a while, the screen turns white and you can't save. I saw in an old post that some suggested to move Sims 4 folder to desktop and try to re-launch the game. I did that and it froze during start up. Need help, this is annoying. I ran my dxdiag but I don't know what to look for. Can someone please help?

@panther1977_1 I've asked for a second opinion on your issue, so please post a fresh dxdiag, one run now. I'd also like to see the results of some hardware logging. Please download hwinfo (it's free) from here: https://www.hwinfo.com/download/ You don't need to install anything; just choose the Portable version, unzip it, and launch it from Downloads or wherever you like. If you do want the full installer, be sure to click the button for hwinfo itself, not for lansweeper. Restart your computer, open hwinfo, choose Sensors Only, and click the button that's a sheet of paper with a + to start logging. Save the log file to your desktop for easy access. Wait five minutes, then open Sims 4 and play until it crashes. Don't alt-tab out of the game or run any other programs, aside from the EA App of course, while you're testing. When you're done, click the same button to stop the logging. Please upload the log to the third-party filesharing site of your choice (Google Drive, Dropbox, etc.) and link it for me. Either leave it in .csv format or, if you're going to use OneDrive, create a .zip file, and don't open the log before uploading it, or else my log reader might not be able to interpret it.

@panther1977_1 Some of the hwinfo data from your 1660 ti is odd, to the point where the GPU might not be working properly. So it's worth testing in a different context to see how it behaves. Please download the free 3DMark Demo from Steam, and run Time Spy three or four times, back to back, with hwinfo open and logging. In addition to the new log, please also post the results of at least one Time Spy run. You can do so without a separate account; just click the link to view online.

@panther1977_1 Error code 43 means there's a problem with the device in question, and 47 means that Windows is trying to remove the device. It does seem from what we've seen here that your Nvidia GPU may be faulty, but that's not something that anyone can diagnose definitively over the internet, just guess is more or less likely based on symptoms. That's why I was asking about hwinfo and benchmarks: to look for signs of a problem that were more specific than Sims 4 crashing. I unfortunately don't have any other suggestions here aside from having the laptop examined by a professional, in person.

Well I definitely appreciate all your help. I will be taking it somewhere to get examined. Thanks again.

@panther1977_1 Thanks for the dxdiag, which doesn't show anything obvious that explains the Sims 4 crashes. It does however list a number of generic Windows update errors, so it's best to clean those up. Please run a couple of basic checks of your Windows system files: Hit Windows key-X Choose either “PowerShell (Administrator)” or “Windows Terminal (Administrator),” whichever option is offered Inside the window that appears, copy and paste “DISM.exe /Online /Cleanup-image /Restorehealth” without quotes, and enter The system will start validating soon. If it throws an error, please list it here After it reaches 100%, hit Windows key-X again Again, choose “PowerShell (Administrator)” or “Windows Terminal (Administrator)” Inside the window, copy and paste “sfc /scannow” without quotes, and enter Post the message you receive here Restart your computer, hit Windows key-i, select Update & Security, and click the box to check for updates. If any install, restart again afterwards. Try again to play, and if you get another crash, look for new errors in the Reliability Monitor. Hit Windows key-R and enter "perfmon /rel" without quotes, and you'll see a chart of errors and updates with a column for each day. Today is on the right. Look for an error that happened at exactly the time of your most recent Sims 4 crash, specifically after you ran DISM and sfc. If you find one, double-click it to see more details, then copy that info and paste it into a reply here. If you don't see a new error, check back in an hour or so—the Reliability Monitor doesn't always update right away.

Sims 4 Crashes during gameplay on PC

30 Replies

puzzlezaddict
Hero+
2 years ago
@panther1977_1 Thanks for the dxdiag, which doesn't show anything obvious that explains the Sims 4 crashes. It does however list a number of generic Windows update errors, so it's best to clean those up. Please run a couple of basic checks of your Windows system files:

Hit Windows key-X

Choose either “PowerShell (Administrator)” or “Windows Terminal (Administrator),” whichever option is offered

Inside the window that appears, copy and paste “DISM.exe /Online /Cleanup-image /Restorehealth” without quotes, and enter

The system will start validating soon. If it throws an error, please list it here

After it reaches 100%, hit Windows key-X again

Again, choose “PowerShell (Administrator)” or “Windows Terminal (Administrator)”

Inside the window, copy and paste “sfc /scannow” without quotes, and enter

Post the message you receive here

Restart your computer, hit Windows key-i, select Update & Security, and click the box to check for updates. If any install, restart again afterwards.

Try again to play, and if you get another crash, look for new errors in the Reliability Monitor. Hit Windows key-R and enter "perfmon /rel" without quotes, and you'll see a chart of errors and updates with a column for each day. Today is on the right.

Look for an error that happened at exactly the time of your most recent Sims 4 crash, specifically after you ran DISM and sfc. If you find one, double-click it to see more details, then copy that info and paste it into a reply here. If you don't see a new error, check back in an hour or so—the Reliability Monitor doesn't always update right away.
panther1977_1
New Rookie
2 years ago
"Windows Resource Protection did not find any integrity violations. " That is the message I received after doing the "sfc/scan now"
panther1977_1
New Rookie
2 years ago
Source
Host Process for Windows Services
Summary
StoreAgentInstallFailure1
Date
‎3/‎16/‎2024 9:50 AM
Status
Report sent
Problem signature
Problem Event Name: StoreAgentInstallFailure1
ClientAppId: Update;GamingServices
HResult: 80073d02
OSVersion: 22621
OSRevision: 3296
DeviceClass: Windows.Desktop
ProductHash: N
OS Version: 10.0.22621.2.0.0.768.101
Locale ID: 1033
Extra information about the problem
Bucket ID: 378e0771bd4f2a95925f5151883c8cdb (1323866226090085595)
puzzlezaddict
Hero+
2 years ago
@panther1977_1 This error happened at exactly the time Sims 4 crashed? It shouldn't have anything at all to do with the game. Still, try playing with your computer offline. You can sign into the EA App and put it in offline mode, then disconnect your computer from the internet before pressing Play.
panther1977_1
New Rookie
2 years ago
Finally was able to see what has been crashing but I still don't know what to do. I hope you can help me.
Source
EA
Summary
Stopped working
Date
‎3/‎22/‎2024 8:42 PM
Status
Report sent
Description
Faulting Application Path: C:\Program Files\Electronic Arts\EA Desktop\EA Desktop\EADesktop.exe
Problem signature
Problem Event Name: APPCRASH
Application Name: EADesktop.exe
Application Version: 13.152.0.5665
Application Timestamp: 65ef67ec
Fault Module Name: StackHash_4a96
Fault Module Version: 10.0.22621.3235
Fault Module Timestamp: a2c4352c
Exception Code: c0000374
Exception Offset: PCH_EB_FROM_ntdll+0x000000000009FEC4
OS Version: 10.0.22621.2.0.0.768.101
Locale ID: 1033
Additional Information 1: 4a96
Additional Information 2: 4a961245a452687b06e981f79059a7a1
Additional Information 3: f422
Additional Information 4: f422d28775ba694088f4214e191bcd00
Extra information about the problem
Bucket ID: 837ad9fa30774f16301eba27f691e7f8 (1161570434711414776)
puzzlezaddict
Hero+
2 years ago
@panther1977_1 Right, that's an EA App crash, which would explain the Sims 4 crashes as well. Please uninstall the EA App with Revo Uninstaller (the free version is fine), which is the most thorough way to remove it and all its associated hidden files. Restart your computer, reinstall the App, and try again to play.

If that doesn't help, try putting the EA App in offline mode before launching Sims 4. The game should still work fine, minus the Gallery; this is just about the App itself.

If you get another crash, please try playing in a clean boot:

https://support.microsoft.com/en-us/topic/how-to-perform-a-clean-boot-in-windows-da2f9573-6eec-00ad-2f8a-a97a1807f3dd

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.
panther1977_1
New Rookie
2 years ago
I have done what you said, I uninstalled EA app, reinstalled and it still crashes. I have played offline and it worked for about a week and now same crap again. I don't understand because I didn't have this issue for years and all of a sudden, this is happening all the time. I start the game and not even five minutes, it is crashing. It's stuck where I can't save and then I have to turn off my laptop to get out the game. What can I do to fix this, I don't have a slow computer so I am not understanding these crashes.
panther1977_1
New Rookie
2 years ago
Source
Windows
Summary
Hardware error
Date
‎5/‎8/‎2024 11:49 AM
Status
Not reported
Description
A problem with your hardware caused Windows to stop working correctly.
Problem signature
Problem Event Name: LiveKernelEvent
Code: 141
Parameter 1: ffffd80bda204460
Parameter 2: fffff801b10d86e0
Parameter 3: 0
Parameter 4: 0
OS version: 10_0_22621
Service Pack: 0_0
Product: 768_1
OS Version: 10.0.22621.2.0.0.768.101
Locale ID: 1033
Description
Faulting application name: ctfmon.exe, version: 10.0.22621.1, time stamp: 0xf4b8fb49
Faulting module name: InputService.dll, version: 10.0.22621.3527, time stamp: 0x305fcc5a
Exception code: 0x00000675
Fault offset: 0x00000000000dc245
Faulting process id: 0x0x1F88
Faulting application start time: 0x0x1DAA13AC8F6AE06
Faulting application path: C:\WINDOWS\system32\ctfmon.exe
Faulting module path: C:\WINDOWS\system32\InputService.dll
Report Id: 78d0940e-3df3-41e0-af5e-cbbae9749602
Faulting package full name:
Faulting package-relative application ID:
The program TS4_x64.exe version 1.106.148.1030 stopped interacting with Windows and was closed. To see if more information about the problem is available, check the problem history in the Security and Maintenance control panel.
These are the latest issues I have been having. I've updated my graphics driver, uninstalled, reinstalled the EA app, repaired all my sims 4 games, and nothing is working.
puzzlezaddict
Hero+
2 years ago
@panther1977_1 I apologize for the late reply. I took a break from answering Sims 4 threads and am only now catching up.

The LiveKernelEvent 141 is a crash of the graphics driver, likely (but not certainly) the Nvidia driver. Since that's relatively simple to address, please do so, specifically with a clean uninstall and reinstall of the driver, as described here:

https://crinrict.com/blog/2019/02/clean-re-install-of-graphics-drivers-with-display-driver-uninstaller-ddu.html

You can get a fresh copy of the newest Nvidia driver here:

https://www.nvidia.com/Download/driverResults.aspx/224484/en-us/

The driver should work fine, but if not, take your laptop back online and let Windows find an appropriate driver, then restart again.

If you get another crash, please try playing in windowed mode. Switch to it through the graphics options, then quit and reload Sims 4.
panther1977_1
New Rookie
2 years ago
I’ll try that. Thank you.