@MorSV I've moved your post to the Sims 4 PC tech section.
Your dxdiag lists a number of failed Windows updates. It's a good idea to run a couple of basic checks on your Windows system files, then manually run any pending updates. Here's how:
Hit Windows key-X
Choose either “PowerShell (Administrator)” or “Command prompt (Administrator),” whichever option is offered
Inside the window that appears, copy and paste “DISM.exe /Online /Cleanup-image /Restorehealth” without quotes into the window, and enter
The system will start validating soon. If it throws an error, please list it here
After it reaches 100%, hit Windows key-X again
Again, choose “PowerShell (Administrator)” or “Command prompt (Administrator)”
Inside the window, copy and paste “sfc /scannow” without quotes into the window, and enter
Post the message you receive here
Restart your computer, then run the updates. Hit Windows key-i, select Updates & Security, and click the button to check for updates. If there are a number of updates pending, it may take a few tries, with restarts in between, to get all the updates to install.
Next, please update the driver for your Nvidia card. While it's not too old, the dxdiag also lists several errors that are likely related to the driver. You can find a new one here:
Restart your computer after installing the driver, and test the game. If you still have issues, please run another dxdiag. Please also go into Documents\Electronic Arts\The Sims 4, open the config file, copy the information between "Graphics device info" (about 25 lines down) and "Options" (about 40 lines down), and paste it here.
* the white screen only happens when I'm using Intel graphic card. with NVIDIA the crash stop the computer and I need to restart it.
The game should always be using the Nvidia card, both "should" as in it's better for performance, and "should" as in the system should select it automatically.
Please try to play again, using the Nvidia card. If and when it crashes, hit Windows key-R and enter "perfmon /rel" without quotes. You'll see a chart of errors and updates, with a column for each day. Today is all the way on the right. Please click on today, then look for the most recent error(s); the time might not match exactly when the game crashed, but within an hour is close enough. Click View technical details, copy the information, paste it into a text document (Notepad is fine), and attach it to a post here.
@MorSV Okay, that's another error that's most likely related to your graphics card driver, or rather one of them. Before anything else though, please let me know whether your monitor is plugged into your computer's motherboard, or to the dedicated graphics card. In case you're not sure, the motherboard is the vertical panel where you'd also plug in your keyboard, mouse, speakers, etc. The graphics card is separate, with a few horizontal ports for monitors.
If your monitor is plugged into the motherboard, please plug it into the graphics card instead, and test.
Next, take your computer completely offline—disable wifi and/or pull the ethernet cord—and double-click the DDU.exe. Take note of where the file will land, and click Extract. If it's easier, you can copy the path and then paste it into the address bar in a File Explorer window. Open the folder and then launch Display Driver Uninstaller.exe, and you'll get a message that you're not in Safe Mode. Click OK, then go to Options and enable Safe Mode dialog. Here's a screenshot of what your options should look like; make sure the box in red is checked:
Close options, and the DDU, and then open the DDU.exe again. For launch options, choose "Safe Mode (Recommended)," and then click Reboot to Safe Mode (you'll need your password, so find it before rebooting). Once you login, you'll see this:
In the blue box, choose GPU, then Nvidia if it's not already showing. Then click Clean and Restart (red box).
Once your computer has rebooted, launch DDU again, reboot into safe mode as recommended, and choose GPU and Intel in the above menu, then click Clean and Restart.
When your computer reboots, install the Intel driver, then reboot again. Launch the Nvidia driver, select custom mode, then "perform a clean installation" and install ONLY the GPU driver and the PHYSX software.
Reboot again, go back online, and see whether the game works normally. If not, let me know, and please post the newest Reliability Monitor entry just as you did this last time.
Since this whole thing has to happen while you're offline (or Windows may decide to download a driver for you, rather than the one you want), you can print out these instructions, or have them open on a different device, if it's easier.
