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dupassik's avatar
dupassik
Newcomer
3 months ago

The game loads until The Sims 4 logo, whitescreens and crashes.

Sometimes it takes 2 seconds, sometimes it crashes instantly on logo, when starting up.

I have already tried:

  1. Updating all of my drivers
  2. Reinstalling the game
  3. Closing all other programmes while loading
  4. Deleting saves folder and letting it automatically create (although i have no saves on this PC yet, it is a new one)
  5. Running EA as administrator
  6. Using repair on EA
  7. Downloading the game also on steam and verifying integrity there
  8. Setting the game´s GPU to my Radeon 780M in graphic settings.

I really dont know what to do now. Any help would be amazing, thanks in advance.

Also sending the copy of my DxDiag.

3 Replies

  • dupassik​  Thanks for doing so much testing yourself and for providing a dxdiag.  Since the dxdiag doesn't list any Sims 4 errors though, it's possible the game is being blocked from loading rather than crashing.  That, in turn, can be due to an antivirus, so check yours for any recent actions involving the game.  If necessary, add exceptions/exclusions for TS4_x64.exe, TS4_Launcher_x64.exe, and EADesktop.exe as well while you're there.

    Please also double-check your antivirus settings, as many laptops come with an AV pre-installed that the user might not even know is there.

    If that's not the issue, please create a new admin Windows account and try playing there.  Make it local, as in, don't link it to your Microsoft account or any email address.  (You can keep declining until you see some security questions instead.)  Give the account a simple name, like Test; don't use any special characters.  You won't need to reinstall anything in order to launch the game.

  • I am having the same issue, however it happened after I accidentally pressed ALT+ENTER. 

    It doesn't matter what graphics I select I have the same issue.  I have updated my drivers, same issue. 

    No antivirus interference, and I have moved the MODS folder out, even my saved games - just in case. 

  • Abzlass1982​  Try deleting Options.ini, in the same Sims 4 folder.

    If that doesn't help, please try these suggestions that have fixed this issue for other players on certain HP gaming laptops:


    None of these works for everyone, but something almost always does, so keep trying the workarounds until you find one that lets you play.

    Additionally, your dxdiag lists a number of crashes of one of the graphics drivers.  A dxdiag doesn't give any indication of when these happened, either a time stamp or what else was running at the time, so I can't tell you whether they happened while you were trying to play Sims 4.  But if none of the above helps you, the next step would be a clean uninstall and reinstall of the graphics drivers.  Here's how:

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

    Use the newest drivers HP provides for your laptop.  Go here:

    https://support.hp.com/us-en/drivers/laptops

    Enter your serial number, choose your OS (just Windows 11 is fine) if prompted, click All Drivers, expand Driver-Graphics, and download the newest Intel and Nvidia drivers by version number.  The first number matters most, e.g. 32 is newer than 31; after that, the last four numbers matter.

    The proper order of operations is uninstall the Nvidia driver > uninstall the Intel driver > restart > reinstall the Intel driver > restart > reinstall the Nvidia driver > restart, all while your computer is offline.