Game crashing

[crinrict]

As I'm away next week, I can't help you further but I see if someone else can continue helping you

[EA_Mai]

Thanks, @crinrict.

Hi @slyytherinn,

Let's make all the tests from now on with a clean user folder, ok? Just to try to find the issue, we can move your save games and other content later.

Please, follow these steps:

1. Make sure the game, Origin and other programs like the program you were using to check your custom content are closed.
2. Go to Documents > Electronic Arts and locate The Sims 4 folder. Rename it to 'The Sims 4 freezing'.
3. Open your game.
4. Create a new save game, a new Sim and play with it for a while.

Is the issue still happening? If so, try to lower the game settings. Any changes?

-Mai

[slyytherinn]

I did everything you said, but when I went into game my 200 sims were all gone. I will be EXTREMELY upset if they are all gone forever. 

[EA_Mai]

Hi @slyytherinn,

Please, don't worry, your save games are in 'The Sims 4 freezing' folder, and they will remain there safe for now. It's very important you don't delete this folder.

We just want to use a new clean user folder to test your game, that's why we are trying in a folder without your save games. There might be an issue with any of your files in that folder, so we are going to do some tests to find out if that's the case.

When you created a new save game in step 4 of my previous post, and you played for a while, did the game work as it should?

-Mai

[slyytherinn]

I renamed the sims 4 folder to "Sims 4 freezing" and I haven't removed It, I'm not sure if I'm supposed to remove it or if I am supposed to keep it there, but I am moving it to my desktop as we speak.

I'm starting a new saved game also. right now.

[EA_Mai]

Hi @slyytherinn,

Keeping it in your desktop is perfectly fine.

How did the playing go with that new save game?

-Mai

[slyytherinn]

I started a new game and played for over an hour. Everything worked perfectly fine, But I had no CC or mods. 

[EA_Mai]

Ok, @slyytherinn, let's start adding your user files to find out what's causing the issue.

With the game closed, copy from 'The Sims 4 freezing' to 'The Sims 4' a folder named 'saves'. After doing that, open the game and check if the issue is still not happening.

You will get a message telling you some custom content is missing from the game. Don't worry, it's normal. Please, play for a while for testing purposes but don't save your progress.

Still no issues?

-Mai

[slyytherinn]

I moved all of my saves to my new saves folder, and somehow during that process, deleted my saves for my non-cc 100 baby challenge I had started a few days ago with my friend. I really enjoyed that save. now, your probably saying to go onto my gallery and just take them from there, the issue is, the only saved one I have of that family on my gallery is the mother before she had any children. Ive tried my recycling bin, and the files don't appear there.

[EA_Mai]

Hi @slyytherinn,

Please, check if there are still files in the old 'The Sims 4 freezing / saves' folder.

If not, and if you can't find the missing files, unfortunately there's nothing we can do to restore that save game

Sorry not to have better news for you, please, let me know if you manage to find the files.

-Mai