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annammm12's avatar
annammm12
Seasoned Novice
2 years ago
Solved

Sims 4 crashes spontaneously, python37_64x.dll error

Hi! Would be really glad if someone could help me out with this!

I have a persistent issue of either flash-crashing or crashing during some time of gameplay, it is very spontaneous. 
Specs are definitely not the problem. No mods, clean PC reset. Please, advise!

Here is the error code from the EventViewer and attached is crash report from the game.

"Faulting application name: TS4_DX9_x64.exe, version: 1.107.112.1030, time stamp: 0x66341746
Faulting module name: python37_x64.dll, version: 3.7.150.1013, time stamp: 0x60905efa"

pc
  • annammm12's avatar
    annammm12
    2 years ago

    @puzzlezaddict hey, thank you for such thought-through answer! I actually have deduced that it is a hardware problem on my end that causes Access Violation errors and it is very prominent with the mobo I use (Intel Z690) in combination with the Intel i9 14900k. Apparently, there are many issues with i9 14th and 13th gen and many being reported since their installations. I did not have BSODs at all and Sims 4 crashed on a clean install of Windows, no overclocking, no security issues like TPM keys missing. I have since contacted Dell/Alienware and they confirmed my "diagnosis". 

    I see there are quite a lot of people experience similar Sims 4 crashes recently with similar specs, I would suggest them to consider hardware to be the issue even if system hardware scans show no issues detected. This is a very prevalent (and annoying issue).

    I will accept this as my solution and thank you for your time!

4 Replies

  • annammm12's avatar
    annammm12
    Seasoned Novice
    2 years ago

    @puzzlezaddict hi, thank you! No, there is no pattern at all, sometimes it is a flash-crash at the logo of the game, sometimes it is 10 minutes into single household gameplay. Attached is dxdiag!

  • puzzlezaddict's avatar
    puzzlezaddict
    Hero+
    2 years ago

    @annammm12  Are you seeing BlueScreens while playing Sims 4, or is the computer shutting down entirely; or are the BSODs in some other context?  They're definitely happening, so much so that any Sims 4 crashes have been crowded out entirely.  Even if these BlueScreens are unrelated on the surface, they may share an underlying cause with the game issue, for example both problems could be due to a faulty SSD or RAM module.

    Point is, I'd like to see some crash dumps.  Open a File Explorer window and enter C:\Windows\Minidump in the address bar, find the most recent two or three files, right-click them and select Copy, then right-click your desktop and select Paste.  From there, zip the files together, upload the .zip to a third-party filehosting site (Google Drive, Dropbox, etc.), and link it here.

    If you want to test Sims 4 in the interim, 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.

  • annammm12's avatar
    annammm12
    Seasoned Novice
    2 years ago

    @puzzlezaddict hey, thank you for such thought-through answer! I actually have deduced that it is a hardware problem on my end that causes Access Violation errors and it is very prominent with the mobo I use (Intel Z690) in combination with the Intel i9 14900k. Apparently, there are many issues with i9 14th and 13th gen and many being reported since their installations. I did not have BSODs at all and Sims 4 crashed on a clean install of Windows, no overclocking, no security issues like TPM keys missing. I have since contacted Dell/Alienware and they confirmed my "diagnosis". 

    I see there are quite a lot of people experience similar Sims 4 crashes recently with similar specs, I would suggest them to consider hardware to be the issue even if system hardware scans show no issues detected. This is a very prevalent (and annoying issue).

    I will accept this as my solution and thank you for your time!

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