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Gamer... Frozen Screen, White Screen Crash, No Mods!","id":"message:12136524","entityType":"FORUM_TOPIC","eventPath":"category:the-sims-4-en/category:the-sims-en/category:ea-forums-en/community:tghpe58374board:the-sims-4-technical-issues-pc-en/message:12136524","revisionNum":1,"repliesCount":5,"author":{"__ref":"User:user:5514338"},"depth":0,"hasGivenKudo":false,"board":{"__ref":"Forum:board:the-sims-4-technical-issues-pc-en"},"conversation":{"__ref":"Conversation:conversation:12136524"},"readOnly":false,"editFrozen":false,"showMoveIndicator":false,"moderationData":{"__ref":"ModerationData:moderation_data:12136524"},"body":"

Sul Sul!

Please help my weary soul. I am a generation gamer who has been playing on my gaming laptop for years. I am a die hard fan who plays generations and I am about 30 lines down. I rotate my families and keep a detailed log of who I've played to keep timelines and ages intact. I've never had any major problems with the game and I've only used Mods once before, and haven't used them recently (last 6-12months).

About 4 months ago, I decoupled my work Onedrive from my personal Onedrive. Onedrive being Onedrive, I had to go through the rigamarole of forcing it to leave my documents folder alone. My Sims 4 Game was in my Documents (I curse the day I did this 5 years ago). There is not a direct link / causation - but roundabout this time my game started doing the following weird things:
1. Randomly crashing 2. Randomly freezing - but only the screen, the mouse could still click on things but nothing on the screen visually responded, though at times I could still save and exit the game. 3. Randomly freezing and not working, both screen and mouse. 4. Allowing me to play for up to an hour (making me think it was fixed) and then crashing again.

I am at my wits end. I stim with my Sims game and I am really struggling to find something as calming as I don't play any other games and not really interested in InZoi. I just want my families back!

Attached is last crash file & attempts to fix it that ive tried with ChatGPT.

-----------------------------------

So, as you can read above, something ain't right!

I am not a computery person but I've been pretty thorough, even reaching out to my much more computery brother to help. He said come here where you'll find your fellow humans to understand you...

Been thinking the best next step might be to copy my saves over, delete the whole game and reinstall and try carry my save files over.

Thoughts? Help? Commiseration?

SOMEBODY ANYBODY HELP ME, MY SIMS GAME IS ON FIRE AND I AM JUST A GIRL TRYNA GET MY SIMS THROUGH COLLEGE.

Thanking you in advance :'(

JHB, SA

","body@stringLength":"2176","rawBody":"

Sul Sul!

I am at my wits end. I stim with my Sims game and I am really struggling to find something as calming as I don't play any other games and not really interested in InZoi. I just want my families back!

Attached is last crash file & attempts to fix it that ive tried with ChatGPT.

-----------------------------------

So, as you can read above, something ain't right!

I am not a computery person but I've been pretty thorough, even reaching out to my much more computery brother to help. He said come here where you'll find your fellow humans to understand you...

Been thinking the best next step might be to copy my saves over, delete the whole game and reinstall and try carry my save files over.

Thoughts? Help? Commiseration?

SOMEBODY ANYBODY HELP ME, MY SIMS GAME IS ON FIRE AND I AM JUST A GIRL TRYNA GET MY SIMS THROUGH COLLEGE.

Thanking you in advance :'(

JHB, SA

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Generation Gamer... Frozen Screen, White Screen Crash, No Mods!","moderationData":{"__ref":"ModerationData:moderation_data:12139539"},"body":"

ClaireLuella Does the game crash if you play a new save? I'm not suggesting that you abandon your current save, only that it would be useful to know whether the problem happened to be contained to the one save or was more global.

If a new save crashes of freezes, please provide a dxdiag. Click Windows key-R, enter dxdiag in the run box, wait for the scan to finish, click \"Save all information,\" and save the file to your desktop. From there, you can attach it to a reply using the paper clip (Attachment) icon included with the other formatting buttons.

If the new save is fine, try moving your sims to a different lot, either a blank one or a premade EA house. You don't need to save your progress; this is just for testing.

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Sul Sul! :)

I have tried with a new save - it crashed again! So I don't think its the save files that are corrupted. I've now taken it to a technician who put everything on a new drive, and it still crashed... the technician looked beside himself.

I don't currently have access to the diagnostic report but as soon as I get my computer back and if its not fixed, I'll upload. Thanks so much for your help PuzzleAddict! I've been pretty in the doldrums.

TTFN

CL <3

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ClaireLuella Does your computer have a newer high-end Intel processor? I'm specifically asking about an i7 or i9, 13th- or 14th-gen, K-series CPU. If you don't know, the technician who's looking at the computer will. I ask because on these computers, a default motherboard overclocking setting is often the reason Sims 4 keeps crashing.

Point is, if you have an affected CPU, ask the tech to update the BIOS, and if that doesn't help, to disable CPU Turbo Boost in the BIOS settings. It's sometimes called something slightly different, but it'll be there somewhere under Advanced settings, at least on any desktop with a motherboard that supports overclocking, and on some high-end laptops too. But updating the BIOS is the first step since it does help some of the time.

Hi there Puzzle Addict!

okay, so the technician gave up and sent me home with my laptop :/ My next option was going to be to take it to HP. One of the other technicians I spoke to said it could be the IC or the SSD, but they didnt have the equipment to check and suggested I take it in to HP.

In the meanwhile, see attached the DXdiag. My BIOS is F 19 - looking on the net I see some people have had trouble with the update to this causing crashes but I don't think mine has ever changed (to my knowledge). Maybe thats the problem? The laptop is pretty old now, maybe like 5 years?

Anyhoo, LMK if you have any suggestions from the DXdiag? my brother looked at the last crash and last exception file and mentioned this, which could possibly point back to the Onedrive issue... even through ive moved everything to the external D drive now.

He mentioned this:

Exception occurred while attempting to populate a repeated field: (EncodeError: Message is missing required fields: [b'accountid'])
Traceback (most recent call last):

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ClaireLuella Sorry for the late reply. Your dxdiag lists several serious crashes of the graphics driver, or one of them anyway. Your currently-installed drivers are new, and the technician who examined your laptop should have seen these errors and recognized them, meaning the drivers should have been clean-uninstalled and reinstalled. So rather than do it again yourself, try forcing the game to use the Intel integrated graphics chip. If the problem is the Nvidia driver, or the graphics card itself, using the iGPU instead would get around the issue.

Open Windows Settings > System > Display > Graphics settings, click Browse, choose TS4_Launcher_x64, and select the power-saving option. Do the same for TS4_x64 and TS4_DX9_x64. Next, right-click the desktop and select the Nvidia Control Panel > Manage 3D Settings > Program settings, and choose the integrated graphics option for the same three apps. All three are probably not necessary, but it's best to be thorough.

If this doesn't help, repeat the process, except this time, choose the high-performance option in Windows settings, and the Nvidia option in the Control Panel.

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