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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.

puzzlezaddict's avatar
puzzlezaddict
Hero+
7 months ago

@CraftySimmer  The repair install shouldn't have deleted anything at all.  That's not to say you necessarily did something wrong, only that it's possible your system was in such a state that the process didn't go according to plan.

Your new dxdiag didn't crash while running and has all the relevant information, including that your laptop's graphics driver has been crashing.  In fact, that's the only type of crash listed, which means it's probably happening pretty frequently.  So please do a clean uninstall and reinstall of the driver, as described here:

https://crinrict.com/blog/2019/02/clean-re-install-of-graphics-drivers-with-display-driver-uninstaller-ddu.html

You can get a fresh copy of the newest driver available from Intel here:

https://www.intel.com/content/www/us/en/products/sku/81012/intel-core-i54210m-processor-3m-cache-up-to-3-20-ghz/downloads.html

There's a newer driver available from Microsoft, but please use the one above first.  If you run into more trouble with Sims 4, then try the first driver listed here, which is version 27.20.100.8681:

https://www.catalog.update.microsoft.com/Search.aspx?q=hd%20graphics%204600

If neither works, please post a new dxdiag.

CraftySimmer1's avatar
CraftySimmer1
7 months ago

Hi @puzzlezaddict 

I was able to uninstall and reinstall the Intel drivers. And the EA App seemed to be opening just fine, but then I got an error

Application TSA_DX9_x64.ex has been blocked from accessing Graphic Hardware

Did I do something wrong, or do I need to redo the processes with the Microsoft driver?

Or do I need to reset my laptop back to manufacturing setting?

Thank you,

Anna

  • puzzlezaddict's avatar
    puzzlezaddict
    Hero+
    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 so much for your assistance

    I am back into my game and so far I am having no issues.

    We did try and remove the vga cord from the laptop and unplug the spare monitor.

    I also did the exceptions and restarted the computer. And was able to open the game and play for a little bit.

    Then I re-plugged in the monitor and everything is working just fine.

    So, we seem to be doing good right now!

  • puzzlezaddict's avatar
    puzzlezaddict
    Hero+
    7 months ago

    @CraftySimmer  That's great to hear.  Let me know if you need any more help.

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