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Mellie-Chan25's avatar
Mellie-Chan25
6 years ago

Sims 4 freezes my computer within 5 minutes of Game play

Okay, i downloaded Sims 4, 3 days ago and i am having a freezing issue. During the beginning of gameplay(within 5 minutes of play) my game AND my entire system freezes, and i have to hard reset my computer. I have tried both uninstalling Origin and SIms 4 and reinstalling and still had the same issue! Since Sims 4 has downloaded and i started getting complete freezes OUTSIDE of the game as well, just troubleshooting about it and running programs i basically run. As I've run out of things to do i tried repairing the Sim 4 on Origin three times and each time my computer freezes before completing and i have to hard reset my computer. Also i have another game on origin: Sim City, which this problem has never occurred for in the past and still runs fine. I've tried making a case with EA, which was successful but the conversation was dropped, an hour in then stating i they needed to talk on the phone about it, with no option to call, or set up a call! Please, if anyone could help me with this issue i would be so grateful. i have attached a DxDiag.txt file and i may be able to attach the conversation between me and customer support 

pc

6 Replies

  • puzzlezaddict's avatar
    puzzlezaddict
    Hero+
    6 years ago

    @Mellie-Chan25  Your dxdiag isn't attached to your post.  It would be very helpful to see it.  Please also move your entire Sims 4 game folder out of Documents\Electronic Arts and onto your desktop, launch the game (which will create a clean folder with no content), and try to play a new save for a bit.  Don't add anything else to the clean folder.  Let me know whether your computer still freezes with the new save.

  • Mellie-Chan25's avatar
    Mellie-Chan25
    6 years ago

    Sorry for the late reply, i had manually uninstalled Origin and reinstalled it along with SIms 4, Just Sims 4 with none of the additions i bought. I am going to try what you suggested now and let you know.The DxDiag.txt. should be attached now.

  • Mellie-Chan25's avatar
    Mellie-Chan25
    6 years ago

    Alright, i did what you said and my whole system still froze, a hard reset was required.

  • puzzlezaddict's avatar
    puzzlezaddict
    Hero+
    6 years ago

    @Mellie-Chan25  Since you have Windows 7, the usual Windows errors aren't listed at the bottom of the dxdiag.  But you can look elsewhere for similar entries.  Hit Windows key-R and enter "perfmon /rel" without quotes.  You'll see a chart with an entry for each day.  For each of the last two or three days, look for any error that mentions Sims 4 or Origin, or that has a timestamp from when you tried to play.

    For each one you find, click "View technical details," copy the information, and paste it into a text document.  (Notepad works fine.)  For some of the entries, the time listed on the main page is different than the time the error happened, which is only listed in the technical details, so be sure to double-check the entries.  When you've copied everything in to the .txt file, you can attach it to a post like you did with your dxdiag.

  • puzzlezaddict's avatar
    puzzlezaddict
    Hero+
    6 years ago

    @Mellie-Chan25  Do you have any newer errors?  All of those seem to be from around the time you manually uninstalled Origin.  Please test the game again, and if it still freezes your computer, look for any entry in the Reliability Monitor from around the time you tried to play.  The timestamps that show in the initial window can be off by an hour or so, but it should be easy enough to find the newest entries.

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