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stormyrainbow73's avatar
stormyrainbow73
9 months ago
Solved

Sims 4 Crashing since June Update

Please help I feel like I am screaming into the void, I have tried moving my Sims 4 folder, I have repaired the game, the app, uninstalled, have 0 mods and yes I am on PC laptop, with core i7 processor  not Mac

I cannot for the life of me figure out why the game I have owned for YEARS and put over 800$ worth of content into will not load up at all or if it does I get 5-10 minutes before it crashes again, I did the -dx11 launch perimeters and everything, I have tried everything I can think of and I have about had it. please if anyone is having the same issue please lets start a petition against EA because IM DONE!

pc
  • puzzlezaddict's avatar
    puzzlezaddict
    8 months ago

    @stormyrainbow73  Your dxdiag lists a couple of crashes related to Aura AV, which looks to be antivirus software (I'd never heard of it until now).  So please disable it, temporarily of course, to see whether Sims 4 runs better.  As long as you don't do anything else at the same time, your computer should be safe.  If this does help, you can set exceptions for EADesktop.exe and TS4_DX9_x64.exe, or everything in the Bin folder in which the latter resides.

    If that doesn't help, 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.

    Please also uninstall the EA App with Revo Uninstaller (the free version is fine), and restart your computer before reinstalling.  The App's installer is crashing for some reason, perhaps while trying to update, or look for updates, so a fresh install would be best.

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  • puzzlezaddict's avatar
    puzzlezaddict
    Hero+
    8 months ago

    @stormyrainbow73  Your dxdiag lists a couple of crashes related to Aura AV, which looks to be antivirus software (I'd never heard of it until now).  So please disable it, temporarily of course, to see whether Sims 4 runs better.  As long as you don't do anything else at the same time, your computer should be safe.  If this does help, you can set exceptions for EADesktop.exe and TS4_DX9_x64.exe, or everything in the Bin folder in which the latter resides.

    If that doesn't help, 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.

    Please also uninstall the EA App with Revo Uninstaller (the free version is fine), and restart your computer before reinstalling.  The App's installer is crashing for some reason, perhaps while trying to update, or look for updates, so a fresh install would be best.

  • stormyrainbow73's avatar
    stormyrainbow73
    8 months ago

    Wow so It was my anti virus this entire time, I'm honestly shocked. Is this a new glitch for the sims 4 in general? As I have had my anti virus on before the latest update and sims was working fine with it? or do you think something is wrong with the virus software? thank you so much for helping me I legit thought my sims 4 days were over or that I'd have to be stuck with only the base game using steam instead. thank YOU SO MUCH!!

  • puzzlezaddict's avatar
    puzzlezaddict
    Hero+
    8 months ago

    @stormyrainbow73  I'm so glad your game is working again.  The issue is likely that the game's executable changed with the May 28 patch, when the DirectX 11 version of the game was introduced.  Your antivirus may not have updated to reflect that, or you didn't set an exception for the new .exe.  The old executable, TS4_x64.exe, now corresponds to the DX11 version of Sims 4, and the DirectX 9 version uses TS4_DX9_x64.exe.  Since the DX9 version is still the default, that's likely what you're using.

    Your antivirus wouldn't know anything about this change unless it was updated or you added the new exception.  So with no changes, it could easily have started blocking the new .exe just as it would block anything else suspicious it didn't recognize.

  • roamiblu's avatar
    roamiblu
    8 months ago

    Thank you  so much, from me as well.  I had uninstalled everything just to find out it was my antivirus.  This is the third/fourth time this has happened to me.  You'd think I would catch on.  Oh, well.  I'll say this, at least I have the game installed on my Mac and hadn't had any issues.  I just have to transfer it over to my windows.  

    And I think I forgot how to do that.  

    Well, happy gaming. 

    Thank you so much from me, too!!

  • puzzlezaddict's avatar
    puzzlezaddict
    Hero+
    8 months ago

    @RoamiBlu  Glad to hear this helped you.  For transferring your content, zip the Sims 4 folder, or the subfolders inside that you'd like to keep, and put them onto an external drive or upload them to cloud storage.  Zipping the folders protects the files inside from corruption.  In macOS, right-click and select Compress; in Windows, right-click and Extract to unzip.

    Here's a description of the data in the Sims 4 folder, so you know what you might want to preserve:

    https://sims4.crinrict.com/eng/2014/09/user-files-explained/

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