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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 ...
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.

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

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:

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