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CraftySimmer1's avatar
CraftySimmer1
7 months ago
Solved

Sims Freezing after Initial loading

Product: The Sims 4 Platform:PC Which language are you playing the game in? English How often does the bug occur? Every time (100%) What is your current game version number? 1.109.185.1030 DX9 W...
pc
  • puzzlezaddict's avatar
    puzzlezaddict
    7 months ago

    @CraftySimmer  That sounds like an antivirus-related issue, so try setting exceptions in your AV for TS4_x64, TS4_DX9_x64, and TS4_Launcher_x64; or the entire Bin folder they're in.  Set one for EADesktop.exe as well.

    If this doesn't help, please disable the antivirus, temporarily of course, repair the game, and test again, just to be thorough.  As long as you don't do anything else at the same time, your computer should be safe.

    Your dxdiag shows more of the same errors, which could be because of a permissions issue, but it could also be more of a system issue.  Do you own any other games you could test?  It's worth trying to run something else graphically demanding for comparison's sake.

CraftySimmer1's avatar
CraftySimmer1
7 months ago

@puzzlezaddict Thank you for your reply, I have followed your suggestions and I attached the two reports.

The System Info is the screen shot from running the first two items, and after all that I re did a DX Diag.

I tried loading my game, but it still froze.

Thank you,

Anna

puzzlezaddict's avatar
puzzlezaddict
Hero+
7 months ago

@CraftySimmer  The new dxdiag crashed while running too and is missing the same information, which is not a great sign.  So I'd suggest you run a malware scan, just to be safe.  I'm not saying your computer definitely has a virus, only that this is a good time to check.  Download Malwarebytes (the free trial is fine) from here:

https://www.malwarebytes.com/mwb-download

Open it and find the Custom Scan option, which you'll recognize because it has a bunch of options, e.g. scan for rootkits, and also lists each of your computer's drives.  (This option keeps moving around, but it's in there somewhere.)  Check all the boxes both for all scan types and for all your drives, and let it do its job.  This could take anywhere from a few minutes to several hours, depending on the amount of data and whether the scan finds anything., so you may want to set it to run while you're doing something else.  Please attach its report so I can take a look.

Regardless of the results, please run a repair install:

https://tenforums.com/tutorials/16397-repair-install-windows-10-place-upgrade.html

This shouldn't delete any of your data, but if you get to step 13 and are NOT asked to keep personal files and apps, back out and start over.

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