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Anonymous's avatar
Anonymous
10 years ago
Solved

"The sims 4 has stopped working" error message

I got this game few months ago and it was working fine until yesterday. I tried to open the game but it never even got to the loading screen. An error message popped up saying "The sims 4 has stopped...
pc
  • fons_garmo's avatar
    fons_garmo
    10 years ago

    Hi @Tigerfurie1,

    Try resetting your user files as described in the factory reset described in this post: http://answers.ea.com/t5/The-Sims-4/FAQ-Troubleshooting-Steps-amp-Known-Issues/m-p/3621199

    You won't loose anything. Just make sure to not delete any files  and make a backup.

    Try on a new game with nothing added back first (start new game). If it works, put back your save game and try again. If it still works, you can start putting stuff back.

    • Options.ini (or just re-set all your settings manually)
    • Tray Folder
    • Screenshots/Videos/Custom music
    • Rest of the save games (leave out slot_00000001.save which is the autosave)
    • Custom content like clothing, hair, skins, make up ....
    • Mods (one by one, making sure they all still work)
Anonymous's avatar
Anonymous
10 years ago
 
Spoiler
------------------
System Information
------------------
      Time of this report: 2/21/2016, 15:06:39
             Machine name: DESKTOP-PSR5RQH
         Operating System: Windows 10 Pro 64-bit (10.0, Build 10586) (10586.th2_release.160126-1819)
                 Language: English (Regional Setting: English)
      System Manufacturer: Microsoft Corporation
             System Model: Surface Book
                     BIOS: 88.1085.768
                Processor: Intel(R) Core(TM) i5-6300U CPU @ 2.40GHz (4 CPUs), ~2.5GHz
                   Memory: 8192MB RAM
      Available OS Memory: 8116MB RAM
                Page File: 4912MB used, 11395MB available
              Windows Dir: C:\WINDOWS
          DirectX Version: 12
      DX Setup Parameters: Not found
         User DPI Setting: Using System DPI
       System DPI Setting: 192 DPI (200 percent)
          DWM DPI Scaling: UnKnown
                 Miracast: Available, with HDCP
Microsoft Graphics Hybrid: Not Supported
           DxDiag Version: 10.00.10586.0000 64bit Unicode
 
------------
DxDiag Notes
------------
      Display Tab 1: No problems found.
        Sound Tab 1: No problems found.
          Input Tab: No problems found.
 
--------------------
DirectX Debug Levels
--------------------
Direct3D:    0/4 (retail)
DirectDraw:  0/4 (retail)
DirectInput: 0/5 (retail)
DirectMusic: 0/5 (retail)
DirectPlay:  0/9 (retail)
DirectSound: 0/5 (retail)
DirectShow:  0/6 (retail)
 
---------------
Display Devices
---------------
          Card name: Intel(R) HD Graphics 520
       Manufacturer: Intel Corporation
          Chip type: Intel(R) HD Graphics Family
           DAC type: Internal
        Device Type: Full Device
         Device Key: Enum\PCI\VEN_8086&DEV_1916&SUBSYS_00141414&REV_07
     Display Memory: 4185 MB
   Dedicated Memory: 128 MB
      Shared Memory: 4057 MB
       Current Mode: 3000 x 2000 (32 bit) (60Hz)
       Monitor Name: Surface Display
      Monitor Model: VVX14P048M00
         Monitor Id: MEI96A2
        Native Mode: 3000 x 2000(p) (59.985Hz)
        Output Type: Internal
        Driver Name: igdumdim64.dll,igd10iumd64.dll,igd10iumd64.dll,igd12umd64.dll,igdumdim32,igd10iumd32,igd10iumd32,igd12umd32
Driver File Version: 20.19.0015.4364 (English)
     Driver Version: 20.19.15.4364
        DDI Version: 12
     Feature Levels: 11.1,11.0,10.1,10.0,9.3,9.2,9.1
       Driver Model: WDDM 2.0
Graphics Preemption: Triangle
 Compute Preemption: Thread
           Miracast: Supported
Hybrid Graphics GPU: Integrated
     Power P-states: Not Supported
  Driver Attributes: Final Retail
   Driver Date/Size: 1/12/2016 12:00:00 AM, 32420536 bytes
        WHQL Logo'd: Yes
    WHQL Date Stamp:
  Device Identifier: {D7B78E66-5A56-11CF-A866-1B20BBC2D935}
          Vendor ID: 0x8086
          Device ID: 0x1916
          SubSys ID: 0x00141414
        Revision ID: 0x0007
 Driver Strong Name: oem86.inf:5f63e534f36b7c6d:iSKLD_w10:20.19.15.4364😛ci\ven_8086&dev_1916&subsys_00141414
     Rank Of Driver: 00D10001
        Video Accel: ModeMPEG2_A ModeMPEG2_C ModeWMV9_C ModeVC1_C
        DXVA2 Modes: DXVA2_ModeMPEG2_VLD  DXVA2_ModeMPEG2_IDCT  DXVA2_ModeVC1_D2010  DXVA2_ModeWMV9_IDCT  DXVA2_ModeVC1_IDCT  DXVA2_ModeH264_VLD_NoFGT  DXVA2_ModeH264_VLD_Stereo_Progressive_NoFGT  DXVA2_ModeH264_VLD_Stereo_NoFGT  DXVA2_ModeH264_VLD_Multiview_NoFGT  DXVA2_ModeHEVC_VLD_Main  DXVA2_ModeHEVC_VLD_Main10 
   Deinterlace Caps: {BF752EF6-8CC4-457A-BE1B-08BD1CAEEE9F}: Format(In/Out)=(YUY2,YUY2) Frames(Prev/Fwd/Back)=(0,0,1) Caps=VideoProcess_YUV2RGB VideoProcess_StretchX VideoProcess_StretchY VideoProcess_AlphaBlend DeinterlaceTech_EdgeFiltering
                     {335AA36E-7884-43A4-9C91-7F87FAF3E37E}: Format(In/Out)=(YUY2,YUY2) Frames(Prev/Fwd/Back)=(0,0,0) Caps=VideoProcess_YUV2RGB VideoProcess_StretchX VideoProcess_StretchY VideoProcess_AlphaBlend DeinterlaceTech_BOBVerticalStretch
                     {5A54A0C9-C7EC-4BD9-8EDE-F3C75DC4393B}: Format(In/Out)=(YUY2,YUY2) Frames(Prev/Fwd/Back)=(0,0,0) Caps=VideoProcess_YUV2RGB VideoProcess_StretchX VideoProcess_StretchY VideoProcess_AlphaBlend
                     {BF752EF6-8CC4-457A-BE1B-08BD1CAEEE9F}: Format(In/Out)=(UYVY,YUY2) Frames(Prev/Fwd/Back)=(0,0,1) Caps=VideoProcess_YUV2RGB VideoProcess_StretchX VideoProcess_StretchY VideoProcess_AlphaBlend DeinterlaceTech_EdgeFiltering
                     {335AA36E-7884-43A4-9C91-7F87FAF3E37E}: Format(In/Out)=(UYVY,YUY2) Frames(Prev/Fwd/Back)=(0,0,0) Caps=VideoProcess_YUV2RGB VideoProcess_StretchX VideoProcess_StretchY VideoProcess_AlphaBlend DeinterlaceTech_BOBVerticalStretch
                     {5A54A0C9-C7EC-4BD9-8EDE-F3C75DC4393B}: Format(In/Out)=(UYVY,YUY2) Frames(Prev/Fwd/Back)=(0,0,0) Caps=VideoProcess_YUV2RGB VideoProcess_StretchX VideoProcess_StretchY VideoProcess_AlphaBlend
                     {BF752EF6-8CC4-457A-BE1B-08BD1CAEEE9F}: Format(In/Out)=(YV12,YUY2) Frames(Prev/Fwd/Back)=(0,0,1) Caps=VideoProcess_YUV2RGB VideoProcess_StretchX VideoProcess_StretchY VideoProcess_AlphaBlend DeinterlaceTech_EdgeFiltering
                     {335AA36E-7884-43A4-9C91-7F87FAF3E37E}: Format(In/Out)=(YV12,YUY2) Frames(Prev/Fwd/Back)=(0,0,0) Caps=VideoProcess_YUV2RGB VideoProcess_StretchX VideoProcess_StretchY VideoProcess_AlphaBlend DeinterlaceTech_BOBVerticalStretch
                     {5A54A0C9-C7EC-4BD9-8EDE-F3C75DC4393B}: Format(In/Out)=(YV12,YUY2) Frames(Prev/Fwd/Back)=(0,0,0) Caps=VideoProcess_YUV2RGB VideoProcess_StretchX VideoProcess_StretchY VideoProcess_AlphaBlend
                     {BF752EF6-8CC4-457A-BE1B-08BD1CAEEE9F}: Format(In/Out)=(NV12,YUY2) Frames(Prev/Fwd/Back)=(0,0,1) Caps=VideoProcess_YUV2RGB VideoProcess_StretchX VideoProcess_StretchY VideoProcess_AlphaBlend DeinterlaceTech_EdgeFiltering
                     {335AA36E-7884-43A4-9C91-7F87FAF3E37E}: Format(In/Out)=(NV12,YUY2) Frames(Prev/Fwd/Back)=(0,0,0) Caps=VideoProcess_YUV2RGB VideoProcess_StretchX VideoProcess_StretchY VideoProcess_AlphaBlend DeinterlaceTech_BOBVerticalStretch
                     {5A54A0C9-C7EC-4BD9-8EDE-F3C75DC4393B}: Format(In/Out)=(NV12,YUY2) Frames(Prev/Fwd/Back)=(0,0,0) Caps=VideoProcess_YUV2RGB VideoProcess_StretchX VideoProcess_StretchY VideoProcess_AlphaBlend
                     {BF752EF6-8CC4-457A-BE1B-08BD1CAEEE9F}: Format(In/Out)=(IMC1,YUY2) Frames(Prev/Fwd/Back)=(0,0,1) Caps=VideoProcess_YUV2RGB VideoProcess_StretchX VideoProcess_StretchY VideoProcess_AlphaBlend DeinterlaceTech_EdgeFiltering
                     {335AA36E-7884-43A4-9C91-7F87FAF3E37E}: Format(In/Out)=(IMC1,YUY2) Frames(Prev/Fwd/Back)=(0,0,0) Caps=VideoProcess_YUV2RGB VideoProcess_StretchX VideoProcess_StretchY VideoProcess_AlphaBlend DeinterlaceTech_BOBVerticalStretch
                     {5A54A0C9-C7EC-4BD9-8EDE-F3C75DC4393B}: Format(In/Out)=(IMC1,YUY2) Frames(Prev/Fwd/Back)=(0,0,0) Caps=VideoProcess_YUV2RGB VideoProcess_StretchX VideoProcess_StretchY VideoProcess_AlphaBlend
                     {BF752EF6-8CC4-457A-BE1B-08BD1CAEEE9F}: Format(In/Out)=(IMC2,YUY2) Frames(Prev/Fwd/Back)=(0,0,1) Caps=VideoProcess_YUV2RGB VideoProcess_StretchX VideoProcess_StretchY VideoProcess_AlphaBlend DeinterlaceTech_EdgeFiltering
                     {335AA36E-7884-43A4-9C91-7F87FAF3E37E}: Format(In/Out)=(IMC2,YUY2) Frames(Prev/Fwd/Back)=(0,0,0) Caps=VideoProcess_YUV2RGB VideoProcess_StretchX VideoProcess_StretchY VideoProcess_AlphaBlend DeinterlaceTech_BOBVerticalStretch
                     {5A54A0C9-C7EC-4BD9-8EDE-F3C75DC4393B}: Format(In/Out)=(IMC2,YUY2) Frames(Prev/Fwd/Back)=(0,0,0) Caps=VideoProcess_YUV2RGB VideoProcess_StretchX VideoProcess_StretchY VideoProcess_AlphaBlend
                     {BF752EF6-8CC4-457A-BE1B-08BD1CAEEE9F}: Format(In/Out)=(IMC3,YUY2) Frames(Prev/Fwd/Back)=(0,0,1) Caps=VideoProcess_YUV2RGB VideoProcess_StretchX VideoProcess_StretchY VideoProcess_AlphaBlend DeinterlaceTech_EdgeFiltering
                     {335AA36E-7884-43A4-9C91-7F87FAF3E37E}: Format(In/Out)=(IMC3,YUY2) Frames(Prev/Fwd/Back)=(0,0,0) Caps=VideoProcess_YUV2RGB VideoProcess_StretchX VideoProcess_StretchY VideoProcess_AlphaBlend DeinterlaceTech_BOBVerticalStretch
                     {5A54A0C9-C7EC-4BD9-8EDE-F3C75DC4393B}: Format(In/Out)=(IMC3,YUY2) Frames(Prev/Fwd/Back)=(0,0,0) Caps=VideoProcess_YUV2RGB VideoProcess_StretchX VideoProcess_StretchY VideoProcess_AlphaBlend
                     {BF752EF6-8CC4-457A-BE1B-08BD1CAEEE9F}: Format(In/Out)=(IMC4,YUY2) Frames(Prev/Fwd/Back)=(0,0,1) Caps=VideoProcess_YUV2RGB VideoProcess_StretchX VideoProcess_StretchY VideoProcess_AlphaBlend DeinterlaceTech_EdgeFiltering
                     {335AA36E-7884-43A4-9C91-7F87FAF3E37E}: Format(In/Out)=(IMC4,YUY2) Frames(Prev/Fwd/Back)=(0,0,0) Caps=VideoProcess_YUV2RGB VideoProcess_StretchX VideoProcess_StretchY VideoProcess_AlphaBlend DeinterlaceTech_BOBVerticalStretch
                     {5A54A0C9-C7EC-4BD9-8EDE-F3C75DC4393B}: Format(In/Out)=(IMC4,YUY2) Frames(Prev/Fwd/Back)=(0,0,0) Caps=VideoProcess_YUV2RGB VideoProcess_StretchX VideoProcess_StretchY VideoProcess_AlphaBlend
       D3D9 Overlay: Supported
            DXVA-HD: Supported
       DDraw Status: Enabled
         D3D Status: Enabled
         AGP Status: Enabled
           MPO Caps: RGB,YUV,BILINEAR,HIGH_FILTER,STRETCH_YUV,STRETCH_RGB
        MPO Stretch: 5.000X - 0.333X
    MPO Media Hints: resizing, colorspace Conversion
        MPO Formats: NV12,R8G8B8A8_UNORM,B8G8R8A8_UNORM
 
-------------
Sound Devices
-------------
            Description: Speakers (Realtek High Definition Audio(SST))
 Default Sound Playback: Yes
 Default Voice Playback: Yes
            Hardware ID: INTELAUDIO\FUNC_01&VEN_10EC&DEV_0298&SUBSYS_10EC1072&REV_1001
        Manufacturer ID: 1
             Product ID: 100
                   Type: WDM
            Driver Name: RTKVHD64.sys
         Driver Version: 6.00.0001.7734 (English)
      Driver Attributes: Final Retail
            WHQL Logo'd: Yes
          Date and Size: 1/29/2016 12:00:00 AM, 4792088 bytes
            Other Files:
        Driver Provider: Realtek Semiconductor Corp.
         HW Accel Level: Basic
              Cap Flags: 0xF1F
    Min/Max Sample Rate: 100, 200000
Static/Strm HW Mix Bufs: 1, 0
 Static/Strm HW 3D Bufs: 0, 0
              HW Memory: 0
       Voice Management: No
 EAX(tm) 2.0 Listen/Src: No, No
   I3DL2(tm) Listen/Src: No, No
Sensaura(tm) ZoomFX(tm): No
 
---------------------
Sound Capture Devices
---------------------
            Description: Microphone Array (Realtek High Definition Audio(SST))
  Default Sound Capture: Yes
  Default Voice Capture: Yes
            Driver Name: RTKVHD64.sys
         Driver Version: 6.00.0001.7734 (English)
      Driver Attributes: Final Retail
          Date and Size: 2/4/2016 02:39:38, 4792088 bytes
              Cap Flags: 0x1
           Format Flags: 0xFFFFF
 
---------------------
Video Capture Devices
Number of Devices: 2
---------------------
           FriendlyName: Microsoft Camera Front
               Location: Front
           SymbolicLink: \\?\display#int3470#4&1835d135&0&uid13424#{e5323777-f976-4f5b-9b55-b94699c46e44}\{bf89b5a5-61f7-4127-a279-e187013d7caf}
           Manufacturer: Intel Corporation
             HardwareID: VIDEO\VEN_8086&DEV_1916&SUBSYS_00141414&REV_07&INT3470,VIDEO\VEN_8086&DEV_1916&SUBSYS_00141414&INT3470,VIDEO\VEN_8086&DEV_1916&INT3470,VIDEO\INT3470
             DriverDesc: Intel(R) AVStream Camera 2500
         DriverProvider: Intel
          DriverVersion: 30.10154.6640.152
      DriverDateEnglish: 9/10/2015 00:00:00
    DriverDateLocalized: 9/10/2015 12:00:00 AM
                Service: iacamera64
                  Class: MEDIA
          DevNodeStatus: 180200A[DN_DRIVER_LOADED|DN_STARTED|DN_DISABLEABLE|DN_NT_ENUMERATOR|DN_NT_DRIVER]
            ContainerId: {00000000-0000-0000-FFFF-FFFFFFFFFFFF}
            ProblemCode: No Problem
  BusReportedDeviceDesc: ISP Camera Device
                 Parent: PCI\VEN_8086&DEV_1916&SUBSYS_00141414&REV_07\3&11583659&0&10
      DriverProblemDesc: n/a
           UpperFilters: n/a
           LowerFilters: n/a
                  Stack: \Driver\ksthunk,\Driver\iacamera64,\Driver\igfx
      ContainerCategory: n/a
 
           FriendlyName: Microsoft Camera Rear
               Location: Back
           SymbolicLink: \\?\display#int3470#4&1835d135&0&uid13424#{e5323777-f976-4f5b-9b55-b94699c46e44}\{7c9bbcea-909c-47b3-8cf9-2aa8237e1d4b}
           Manufacturer: Intel Corporation
             HardwareID: VIDEO\VEN_8086&DEV_1916&SUBSYS_00141414&REV_07&INT3470,VIDEO\VEN_8086&DEV_1916&SUBSYS_00141414&INT3470,VIDEO\VEN_8086&DEV_1916&INT3470,VIDEO\INT3470
             DriverDesc: Intel(R) AVStream Camera 2500
         DriverProvider: Intel
          DriverVersion: 30.10154.6640.152
      DriverDateEnglish: 9/10/2015 00:00:00
    DriverDateLocalized: 9/10/2015 12:00:00 AM
                Service: iacamera64
                  Class: MEDIA
          DevNodeStatus: 180200A[DN_DRIVER_LOADED|DN_STARTED|DN_DISABLEABLE|DN_NT_ENUMERATOR|DN_NT_DRIVER]
            ContainerId: {00000000-0000-0000-FFFF-FFFFFFFFFFFF}
            ProblemCode: No Problem
  BusReportedDeviceDesc: ISP Camera Device
                 Parent: PCI\VEN_8086&DEV_1916&SUBSYS_00141414&REV_07\3&11583659&0&10
      DriverProblemDesc: n/a
           UpperFilters: n/a
           LowerFilters: n/a
                  Stack: \Driver\ksthunk,\Driver\iacamera64,\Driver\igfx
      ContainerCategory: n/a
 
-------------------
DirectInput Devices
-------------------
      Device Name: Mouse
         Attached: 1
    Controller ID: n/a
Vendor/Product ID: n/a
        FF Driver: n/a
 
      Device Name: Keyboard
         Attached: 1
    Controller ID: n/a
Vendor/Product ID: n/a
        FF Driver: n/a
 
      Device Name: Intel(R) Precise Touch Device
         Attached:
 

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