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Peanutjelly231's avatar
Peanutjelly231
4 years ago

sims 4 crashing on startup after maxis logo

Pretty much what the title says. Here's a list of things I have tried so far: - Restart PC -Uninstall Sims 4 -Repair game in Origin -Uninstall Origin -Clear Origin cache -Running Origin as admi...
pc
puzzlezaddict's avatar
puzzlezaddict
Hero+
4 years ago

@Peanutjelly231  Please move the entire Sims 4 folder out of Documents\Electronic Arts and onto your desktop.  If you get an error when trying to move it or you see a notification about files being copied, please stop here and let me know.  A screenshot of the message would be great; you can use cmd-shift-S (the cmd key stands in for the Windows key) and drag your cursor over the section of screen you want to capture.

Otherwise, launch the game, and a clean Sims 4 folder will spawn with no content.  Don't add anything to it yet; just see whether you can get far enough to start a new save.  If you can, it's fine to move your existing content from the old Sims 4 folder to the new one.

If that doesn't work, please repeat the test except with your computer offline.  You can sign into Origin and put it in offline mode, then disable wifi and/or disconnect the ethernet cable before pressing Play.

If that doesn't work either, please let me know whether you use OneDrive or any other service meant to sync your user data.

  • puzzlezaddict's avatar
    puzzlezaddict
    Hero+
    4 years ago

    @Peanutjelly231  As an experiment, try creating a new admin Windows account and playing in that.  Make it a local account, as in, don't sign into Microsoft, and don't sync with any other services you normally use.  You'll be able to sign into your existing Origin account and shouldn't need to redownload anything.

    If that doesn't help, I'd like to see a crash dump from Sims 4.  Click Windows key-R and copy and paste this:

    %LocalAppData%\CrashDumps

    When you enter, you'll see a list of .dmp files.  If one of them is from Sims 4 or Origin, please upload it to a third-party filehosting site (Google Drive, Dropbox, etc.) and link it here.  If you see a crash dump that was written at exactly the time the game crashed, I'd like that too.  But in either case, please only upload files from after we started troubleshooting here.

    If there is no Sims 4 .dmp file, you can enable them:

    • Hit the Windows key, type "command prompt" in the box, right-click on Command Prompt in the search results, and select Run as Administrator
    • In the window, paste "reg add "HKLM\Software\Microsoft\Windows\Windows Error Reporting\LocalDumps\devenv.exe" /v DumpType /d 2 /t REG_DWORD" without the outside quotes into the box, and enter
    • Launch Sims 4 and wait for it to crash (whether you can play at all or not)
    • After it crashes, wait for any crash dialogs to finish
    • Then hit Windows key-R and paste "%LOCALAPPDATA%\CrashDumps" without quotes into the box, and enter
    • Upload the last .dmp file to a free filesharing site and link it here
    • When you want to undo the auto crash log dumps, open Command Prompt as before, paste "reg delete "HKLM\Software\Microsoft\Windows\Windows Error Reporting\LocalDumps" /f" without the outside quotes, and enter.
      • puzzlezaddict's avatar
        puzzlezaddict
        Hero+
        4 years ago

        @Peanutjelly231  This crash is due to heap corruption, which could be a software or a hardware issue.  Did this crash happen while you were trying to play Sims 4?  I ask because it cites a component of Windows as the faulting module, one that's not typically corrupt.

        Regardless, it's a good idea to run a couple of basic checks on your Windows system files and uninstall and reinstall the VC++ runtimes Sims 4 uses.  Start with Windows:

        • 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 into the window, 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 into the window, 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.

        Next, hit Windows key-i, select Apps, scroll down to the Microsoft Visual C++ Redistributables, and, for good measure, uninstall everything from 2010 onwards.  (If you have older versions, you can ignore them.)  Download fresh copies from Sereby, which is a well-known repository for Windows runtimes and has everything in one place.  Documentation and download pages, respectively:

        https://www.sereby.org/site/All%20in%20One%20Runtimes&lang=en

        https://www.sereby.org/site/downloads/All%20in%20One%20Runtimes

        You don't need to donate anything; just click the Download button and run the installer.  Restart when you're done.

        If you get another crash, please upload the associated dump file.

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