Forum Discussion

sshhani's avatar
sshhani
12 months ago
Solved

The Sims 4 won't launch properly (Windows 11/EA App)

Every time I try and load The Sims 4, it will start up in full screen, turn black and the small blue loading wheel will come up, only to "refresh"/crash back into the EA app without actually loading The Sims game.

I've tried repairing the game inside the app, tried repairing the EA app. I've renamed the "The Sims 4" content folder so that the game would create a new one, but the issue persisted. I also updated and reinstalled graphics drivers (Iris Xe), checked Windows for updates. Restarted my computer. Restarted my computer with a clean boot (but then my computer got all buggy without the Asus apps running and I wasn't able to even load the EA app). I cleared space by deleting temporary files, I tested if it wasn't a RAM issue. I just don't know what else to do, but The Sims 4 won't open. I haven't played for a couple of months, but it was working fine before that. 

I'm running Windows 11, I have an Asus Zenbook. 

EA error ID: aeff47f5-3527-46ba-929a-9a53d398f7a8

Please help, I want to play the game that I've purchased....

pc
  • puzzlezaddict's avatar
    puzzlezaddict
    12 months ago

    @sshhani  This error is an access violation, which is not helpful by itself.  But what is revealing is that the faulting module is a component of the Intel graphics driver.  Your installed driver is a couple years old but could still be fine—the problem may be not the driver itself but the in-game resolution relative to the resolution of your laptop's screen.

    The first thing I'd suggest is going back to fullscreen mode at the Main Menu but also setting the in-game resolution to 1920x1080.

    If that doesn't help, try setting the user and system DPI to 96 (100%) rather than the higher settings you currently have.  Here's how (option one or two):

    https://www.elevenforum.com/t/change-display-dpi-scaling-level-in-windows-11.934/

    If neither of these helps, you can try updating the driver.  This is the newest one available for your graphics chip:

    https://www.intel.com/content/www/us/en/products/sku/208662/intel-core-i71165g7-processor-12m-cache-up-to-4-70-ghz/downloads.html

    However, your laptop may block the driver, as it's from Intel directly and not from Asus.  Let me know if this happens.  There's a way around it, but it's best avoided until other options have been exhausted.

4 Replies

  • puzzlezaddict's avatar
    puzzlezaddict
    Hero+
    12 months ago

    @sshhani  Did you recently reinstall Windows, or update to Windows 11?  I ask because your dxdiag doesn't list any Windows errors at all, which would be a sign of a problem if these files weren't wiped for some other reason.

    At any rate, try launching the game in windowed mode.  Go into Documents > Electronic Arts > The Sims 4, open Options.ini, search for fullscreen , and set it to 0 (zero).

    If that doesn't help, please look for new errors in the Reliability Monitor.  Hit Windows key-R and enter "perfmon /rel" without quotes, and you'll see a chart of errors and updates with a column for each day.  Today is on the right.

    Look for an error that happened at exactly the time of your most recent attempt to launch Sims 4, as in after forcing it into windowed mode.  If you find one, double-click it to see more details, then copy that info and paste it into a reply here.  If you don't see a new error, check back in an hour or so—the Reliability Monitor doesn't always update right away.

  • sshhani's avatar
    sshhani
    12 months ago

    Thank you so much for your tips! Opening in windowed mode worked! 

    So the issue would be related to opening the game in fullscreen? Is there any way to fix this? If not, I'm happy to stay in windowed mode, at least I can play!

    I installed Windows 11 about 1-2 years ago (a decision I regret) and I haven't reinstalled it. How odd that there are no errors, I wonder if there is something else going on. 

    Again, thank you so much!

  • sshhani's avatar
    sshhani
    12 months ago

    In terms of the monitor, the error that shows up when I was trying to launch in full screen looks like this:

    Description
    Faulting application name: TS4_DX9_x64.exe, version: 1.108.335.1020, time stamp: 0x66a31f19
    Faulting module name: igdumdim64.dll, version: 32.0.101.5768, time stamp: 0x66a163ef
    Exception code: 0xc0000005
    Fault offset: 0x0000000000110b18
    Faulting process id: 0x2f48
    Faulting application start time: 0x01dae6a0b775e86e
    Faulting application path: C:\Program Files\EA Games\The Sims 4\Game\Bin\TS4_DX9_x64.exe
    Faulting module path: C:\WINDOWS\System32\DriverStore\FileRepository\iigd_dch.inf_amd64_c4d6f796a2bde26e\igdumdim64.dll
    Report Id: 1c4e722a-cdde-4a99-8451-24b65ba15102
    Faulting package full name:
    Faulting package-relative application ID:

  • puzzlezaddict's avatar
    puzzlezaddict
    Hero+
    12 months ago

    @sshhani  This error is an access violation, which is not helpful by itself.  But what is revealing is that the faulting module is a component of the Intel graphics driver.  Your installed driver is a couple years old but could still be fine—the problem may be not the driver itself but the in-game resolution relative to the resolution of your laptop's screen.

    The first thing I'd suggest is going back to fullscreen mode at the Main Menu but also setting the in-game resolution to 1920x1080.

    If that doesn't help, try setting the user and system DPI to 96 (100%) rather than the higher settings you currently have.  Here's how (option one or two):

    https://www.elevenforum.com/t/change-display-dpi-scaling-level-in-windows-11.934/

    If neither of these helps, you can try updating the driver.  This is the newest one available for your graphics chip:

    https://www.intel.com/content/www/us/en/products/sku/208662/intel-core-i71165g7-processor-12m-cache-up-to-4-70-ghz/downloads.html

    However, your laptop may block the driver, as it's from Intel directly and not from Asus.  Let me know if this happens.  There's a way around it, but it's best avoided until other options have been exhausted.

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