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hankonnen's avatar
hankonnen
5 years ago
Solved

The sims 4 has stopped working on launch but works on clean boot

Here's what I've done: - I tried re-installing everything - All display drivers are up to date, directx etc. and are up to par to run the game - I've tried running on all probable compatibility (w...
pc
  • hankonnen's avatar
    hankonnen
    5 years ago

    @puzzlezaddict no problem, thanks for getting back to me. Earlier today (before I saw you reply) I looked up game crash problems caused by atiumd64.dll and found one on steam with similar case about The Witcher . It suggested downloading a newer version of the problematic dll and simply replacing it. IT WORKED. So I basically downloaded a fresh atiumd64 dll  and so far it has worked smoothly.

    Should I do the steps you just mentioned just to be sure or should I leave it at that??

    I really appreciate you guiding me through this 🙏, I would've never thought of using reliability monitor if it wasn't for your suggestions. AMD just sucks I guess lol 

hankonnen's avatar
hankonnen
5 years ago

I've updated Radeon but it didn't help. I tried disabling it, hence allowing the game to run on intel graphics card and it said:

here's the latest log:


Faulting application name: TS4_x64.exe, version: 1.62.67.1020, time stamp: 0x5e798db8
Faulting module name: atiumd64.dll, version: 26.20.15029.27016, time stamp: 0x5e9f589b
Exception code: 0xc0000005
Fault offset: 0x0000000000114399
Faulting process id: 0x8f4
Faulting application start time: 0x01d632bbf043a7d5
Faulting application path: D:\games\The Sims 4\Game\Bin\TS4_x64.exe
Faulting module path: C:\Windows\system32\atiumd64.dll
Report Id: 4755386d-9eaf-11ea-be8a-d07e352af692

I want to thank you and appreciate your replies. I really hope you can stick and help me 😳 🍺

This is the graphic card details

puzzlezaddict's avatar
puzzlezaddict
Hero+
5 years ago

@hankonnen  The AMD driver is still crashing, so it's best to do a clean uninstall.  Download Display Driver Uninstaller from here:

https://www.wagnardsoft.com/forums/viewtopic.php?f=5&t=3067

Download the newest recommended driver (not the optional one) here:

https://www.amd.com/en/support/graphics/amd-radeon-hd/amd-radeon-hd-8000m-series/amd-radeon-hd-8550m-series-gpu

(I believe this is the correct driver, but if it doesn't run later, that's fine, just let me know.)

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 AMD if it's not already showing.  Then click Clean and Restart (red box).

Once your computer has rebooted, now back in normal mode, run the driver install .exe in custom mode.  If it installs, reboot again, go back online, and see whether the game works normally.  If not, let me know.

  • hankonnen's avatar
    hankonnen
    5 years ago

    Thanks for the detailed explanation, I've made sure I followed it right. I also used DriverSweeper and CCleaner after to make sure nothing was left before installing the recommended driver which was version 20.4.2. I still couldn't launch the game, however I got a different kind of the sims 4 has stopped working now:

    and this is the reliability report:

    Description
    Faulting Application Path: D:\games\The Sims 4\Game\Bin\TS4_x64.exe

    Problem signature
    Problem Event Name: APPCRASH
    Application Name: TS4_x64.exe
    Application Version: 1.62.67.1020
    Application Timestamp: 5e798db8
    Fault Module Name: atiumd64.dll
    Fault Module Version: 26.20.15029.27017
    Fault Module Timestamp: 5ebee80f
    Exception Code: c0000005
    Exception Offset: 0000000000114399
    OS Version: 6.1.7601.2.1.0.256.1
    Locale ID: 1033
    Additional Information 1: 2dac
    Additional Information 2: 2dacd460b5ca531dcb947d21ba2ca6e2
    Additional Information 3: e80a
    Additional Information 4: e80ae63ddaa58d4b075304f346f20533

    Extra information about the problem
    Bucket ID: 3150018

  • hankonnen's avatar
    hankonnen
    5 years ago

    @puzzlezaddict would rolling back the graphic driver to a version that's at least 2 or 3 previous versions work?

    • puzzlezaddict's avatar
      puzzlezaddict
      Hero+
      5 years ago

      @hankonnen  Sorry I didn't get back to you yesterday.  I wanted a second opinion about the driver.  And I got one, but that second opinion pointed out that this looks more like a system issue than one with the particular driver.

      So please start by running a couple of basic checks on your Windows system files.  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

      If sfc says it found corrupt files and was unable to repair some of them, please stop here.  Otherwise, restart your computer, and download and install all the newest drivers available for your laptop from Lenovo.  It's not obvious from the site organization which drivers you want, but if you click on the arrow under See Files for any driver, you'll see its release date.  (BIOS is separate, and please skip it.)  Your laptop's downloads are here:

      https://pcsupport.lenovo.com/us/en/products/laptops-and-netbooks/lenovo-g-series-laptops/g40-80/80e4/downloads/driver-list/

      Install the chipset driver first, restart, then install the others.  You can ignore the video drivers for now as well, since you have newer versions and the older ones may not install without another clean uninstall of your current ones.  Once you've installed everything else, please run another dxdiag.

      • hankonnen's avatar
        hankonnen
        5 years ago

        @puzzlezaddict no problem, thanks for getting back to me. Earlier today (before I saw you reply) I looked up game crash problems caused by atiumd64.dll and found one on steam with similar case about The Witcher . It suggested downloading a newer version of the problematic dll and simply replacing it. IT WORKED. So I basically downloaded a fresh atiumd64 dll  and so far it has worked smoothly.

        Should I do the steps you just mentioned just to be sure or should I leave it at that??

        I really appreciate you guiding me through this 🙏, I would've never thought of using reliability monitor if it wasn't for your suggestions. AMD just sucks I guess lol 

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