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Sophiebubblesxx's avatar
Sophiebubblesxx
6 years ago
Solved

Sims 4 randomly crashing

I have been playing sims 4 since it came out basically, I have played it mostly on an old pc desktop computer up until a few months ago where the computer was just running too slowly and so i started...
pc
  • puzzlezaddict's avatar
    puzzlezaddict
    6 years ago

    @Sophiebubblesxx  I apologize for the delay; I've been swamped the past couple days.  Anyway, I've looked at your hwinfo log, and while most of the readings look fine, there's one that stood out: the voltage of the PCIe slot where your graphics card is connected to the motherboard.

    A desktop graphics card is built to work with 12 V, and anything below 11.9 could be an issue, although it isn't always.  However, as you can see, the voltage is consistently around 11.5 and drops even further towards the end of the log.  Not only could this account for the crashes, it's highly likely that your card isn't responding well to this.  If other voltages are as inconsistent, other components may be similarly affected.

    This isn't definitive proof that the issue is your power supply—for one thing, the PSU's stats aren't in the log, perhaps because the unit doesn't have the proper sensors.  So the issue could theoretically be elsewhere.  Still, the PSU is a good place to start.  If you can, borrow a unit from a friend or family member, at least for a couple days or so, at least long enough to test.

    Your graphics card doesn't require that much power: a 350W PSU should be fine for testing.  If you want to run hwinfo again with a new unit in place, feel free to upload a new log for me to read.  If this power supply is as old as the processor, you may want to start to think about replacing it anyway, although it's still better to find out for sure whether a new PSU helps.

Sophiebubblesxx's avatar
Sophiebubblesxx
6 years ago
@puzzlezaddict hi,

i ended up totally unintalling origin and the game from my computer, making sure to get rid of every trace i have of them.

i then updated the drivers again. re downloaded everything and then made sure to repair all the games just to be sure.

loaded the game up and it still crashed after being in build mode for a short period of time. its not crashing the whole computer however. its just "not responding" sometimes if i click out of the sims window then back into it it seems to reset its self and start working again but then it just crashes again a short while later.

no hardware errors are coming up on the reliability montor anymore. its just the game thats glitching now it seems??

i use norton 360 anti virus.

any suggestions?

getting really sad and annoyed about this now ☹️
puzzlezaddict's avatar
puzzlezaddict
Hero+
6 years ago

@Sophiebubblesxx  I'd like to see the results of some hardware monitoring, as I described earlier in the thread.  Given what you've described, it's the next place to look.

It would also be helpful to see a new dxdiag, since the previous one is old enough that its information would be somewhat outdated by now.

  • Sophiebubblesxx's avatar
    Sophiebubblesxx
    6 years ago

    @puzzlezaddict hey, 

    attached is an up to date dxdiag note. 

    i'll do the hard ware monitoring just now and post that too. seems to be working intermittently, sometimes it works for hours, sometimes it freezes within like 5 mins!  

  • puzzlezaddict's avatar
    puzzlezaddict
    Hero+
    6 years ago

    @Sophiebubblesxx  I apologize for the delay; I've been swamped the past couple days.  Anyway, I've looked at your hwinfo log, and while most of the readings look fine, there's one that stood out: the voltage of the PCIe slot where your graphics card is connected to the motherboard.

    A desktop graphics card is built to work with 12 V, and anything below 11.9 could be an issue, although it isn't always.  However, as you can see, the voltage is consistently around 11.5 and drops even further towards the end of the log.  Not only could this account for the crashes, it's highly likely that your card isn't responding well to this.  If other voltages are as inconsistent, other components may be similarly affected.

    This isn't definitive proof that the issue is your power supply—for one thing, the PSU's stats aren't in the log, perhaps because the unit doesn't have the proper sensors.  So the issue could theoretically be elsewhere.  Still, the PSU is a good place to start.  If you can, borrow a unit from a friend or family member, at least for a couple days or so, at least long enough to test.

    Your graphics card doesn't require that much power: a 350W PSU should be fine for testing.  If you want to run hwinfo again with a new unit in place, feel free to upload a new log for me to read.  If this power supply is as old as the processor, you may want to start to think about replacing it anyway, although it's still better to find out for sure whether a new PSU helps.

  • Sophiebubblesxx's avatar
    Sophiebubblesxx
    6 years ago

    @puzzlezaddict 

    hi sorry for the long wait, i havent been able to play for a while due to work. 

    the game still seems to be crashing now and then but it seems if i just update the game and the driver before i play it works okay.  there was also a patch update recently about crashes that ive just installed. not sure it it will help as i think its the machine that is glitching rather than the game. but i'll keep you updated on how things go. seems to be doing beter now that its getting more power to it. 

    thanks for all your help so far! 

  • puzzlezaddict's avatar
    puzzlezaddict
    Hero+
    6 years ago

    @Sophiebubblesxx  Alright, if you do get consistent crashes again and want to resume troubleshooting, please post another dxdiag, so I can see if there's any new useful information.

  • puzzlezaddict's avatar
    puzzlezaddict
    Hero+
    6 years ago

    @Sophiebubblesxx  Thanks for the update; it's helpful to know that the PSU was in fact the issue.  And I'm happy to hear that your game is working now.

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