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Zooper31's avatar
Zooper31
3 years ago

Sims 4 crashing after EA app update

Ever since my gf was forced to install the EA app (replacing Origin) the Sims won't work anymore. The game will launch and work for a few minutes before freezing for like 2sec and then crashing to the desktop. No error pops up or anything. Using no mods or CC. Attached DxDiag file as well, won't let me attach lastcrash.txt file saying something about it's file extension doesn't match.

Things tried:

Deleting Sims 4 folder from documents and starting with fresh files.

Repairing game files in EA app.

Re-installing both the Sims 3/4 and the EA app.

Deleting the cache folder.

Running both the Sims and the EA app with administrator and/or with compatibility mode.

Verifying PC has all Windows updates & GPU driver updates.

Removing AV all together and allowing exceptions through Windows Security.

Starting PC with all background services disabled to see if anything is interferring with the EA app.

Re-installing Windows 11 entirely and installing only the EA app and the Sims.

pc

3 Replies

  • puzzlezaddict's avatar
    puzzlezaddict
    Hero+
    3 years ago

    @Zooper31  Just to be clear, you did a clean wipe of the laptop when you reinstalled Windows?  Did you also install the chipset drivers and other software provided for the laptop by HP?  If not, that's an important step—Microsoft may not always download the correct drivers.  You can find the right ones by going here:

    https://support.hp.com/us-en/drivers/laptops

    and entering the laptop's serial number.  I can't actually be sure I'm looking at the correct driver download page from the info in your dxdiag since it doesn't list the entire product ID, but if you want me to look over the download list, just link the download page for me.  That page itself doesn't contain any information about a particular laptop, just the overall model.

    The dxdiag also lists a couple of BlueScreens, specifically Bug Check 0x3D, although it sounds like they're not happening while Sims 4 is running.  Still, they shouldn't be happening at all after a clean install of Windows, which underlines the need to double-check that the laptop has the correct drivers installed.  If you're looking for more information about these BSODs, you can find the crash dumps here:

    C:\Windows\Miinidump

    You'll need to copy the files and move them elsewhere; Windows will block dragging and dropping.  If you don't have the tools to analyze the dump files, feel free to upload one or two to a third-party filesharing site and link them for me to have a look.

  • Zooper31's avatar
    Zooper31
    3 years ago

    I downloaded HP support assistant and verified no drivers needed updates. I can go to HPs website and manually verify as well, ill do that a little later.

    Yes the PC does blue screen very rarely, haven't been able to figure that one out yet.

    Also I went to Event Viewer yesterday to see if any Errors or Critical events happened. The first one on the top of the list was an error with ts4_x86.exe being the cause, the Sims 4.

    I dont have the tools to analyze dump files no sadly.

  • puzzlezaddict's avatar
    puzzlezaddict
    Hero+
    3 years ago

    @Zooper31  Then feel free to upload the crash dump.  In case you're curious, WinDbg is free and developed by Microsoft, and it works quite well.  But learning to read a crash dump is another matter entirely.  Still, you can usually pick out the relevant info if you read it carefully, or, like I said, upload one or two dump files and I'll have a look.

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