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MeganKAllen Did you try the clean user folder, as described? This is separate from uninstalling and reinstalling, which only affects the game's program files.
Part of the reason I ask is that your dxdiag doesn't list any Sims 4-related errors, which means I don't have any info about what's happening when you see a white screen.
Please also try updating your laptop's graphics driver, which is from 2021. This is the newest driver available from Intel:
Run the installer as an admin: right-click the download and select "Run as administrator." Restart afterwards and before trying to play.
HP doesn't always allow drivers from outside (non-HP) sources, so don't worry if you get an error when trying to install the driver. In that case, please look for a new driver from HP. Go here:
https://support.hp.com/us-en/drivers/laptops
Enter your laptop's serial number, choose your OS (just Windows 11 is fine) if prompted, click All Drivers, expand Driver-Graphics, and look for a newer Intel driver than your current one, which has a version number of 30.00.0101.1191. Anything that starts with 31 or 32 would be newer, as would one that starts with 30 and ends with something higher than 1191. If you find one, install it as described above.
If this doesn't help either, please look for new errors in the Reliability Monitor. Hit Windows key-R and enter "perfmon /rel" without quotes, and you'll see a chart of errors and updates with a column for each day. Today is on the right.
Look for an error that happened at exactly the time you most recently tried to open Sims 4. If you find one, double-click it to see more details, then copy that info and paste it into a reply here. If you don't see a new error, check back in an hour or so—the Reliability Monitor doesn't always update right away.
- MeganKAllen5 months agoSeasoned Newcomer
I removed the folder and still encountered the issue.
I updated the graphic's driver using the link you had provided and restarted my computer. I opened sims and it loaded in to the main screen froze then crashed. When I tried re-opening it I had the same white screen issue again.
perfmon /rel results:
Source
The Sims™ 4Summary
Stopped workingDate
3/17/2025 6:22 PMStatus
Report sentDescription
Faulting Application Path: C:\Program Files\EA Games\The Sims 4\Game\Bin\TS4_x64.exeProblem signature
Problem Event Name: APPCRASH
Application Name: TS4_x64.exe
Application Version: 1.113.291.1020
Application Timestamp: 67c616c9
Fault Module Name: TS4_x64.exe
Fault Module Version: 1.113.291.1020
Fault Module Timestamp: 67c616c9
Exception Code: c0000005
Exception Offset: 000000000129d650
OS Version: 10.0.26100.2.0.0.768.101
Locale ID: 1033
Additional Information 1: 08b7
Additional Information 2: 08b76dd324899f18aacf703768029601
Additional Information 3: 8748
Additional Information 4: 874828c25e74d17905220ec53af3ef88Extra information about the problem
Bucket ID: 0c888a2aaf5f8aafd1724f2b8e23797d (1257154294476667261)
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