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shuts off, also can't 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Computer shuts off, also can't repair","readOnly":false,"editFrozen":false,"showMoveIndicator":false,"moderationData":{"__ref":"ModerationData:moderation_data:11819142"},"body":"

@lunarelfwitch  For the repair issue, that's a variant of this:

\n\n

https://answers.ea.com/t5/Technical-Issues-PC/DLC-download-error/m-p/12620575#M253001

\n\n

I've seen a number of reports of the issue happening during a repair rather than a download.

\n\n

For the computer issue, please run a dxdiag and attach it to a post.

\n\n

https://help.ea.com/en-us/help/pc/how-to-gather-dxdiag-information/

","body@stringLength":"811","rawBody":"

@lunarelfwitch  For the repair issue, that's a variant of this:

\n\n

https://answers.ea.com/t5/Technical-Issues-PC/DLC-download-error/m-p/12620575#M253001

\n\n

I've seen a number of reports of the issue happening during a repair rather than a download.

\n\n

For the computer issue, please run a dxdiag and attach it to a post.

\n\n

https://help.ea.com/en-us/help/pc/how-to-gather-dxdiag-information/

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Computer shuts off, also can't repair","moderationData":{"__ref":"ModerationData:moderation_data:11819143"},"body":"

Hello! I am having the exact same problem with the computer shutdown after the recent update and have tried all of the above. 

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Recently, I've tried the origin-fix that was suggested in the comments of that other post, I've done a complete reinstall of EA and TS4, I did a complete refresh install of Windows 10, removed all of my mods/cc, I've cleaned my entire computer hardware and even reapplied thermal paste to the CPU and GPU. I've done a few other things, too that I can't remember because I've tried everything. Here's the dxdiag attached. Please, any suggestions would be greatly appreciated. I just want to play TS4...

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@lunarelfwitch and @enbywitchery  Have you confirmed that your CPU and GPU temperatures are not excessively high?  The Task Manager can report GPU temps, but for the CPU, you'd need an outside tool.  I prefer hwinfo (it's free) because it's very thorough, but it does capture pretty much everything, just so you're aware.  For now, you can ignore most of the data and just focus on the processor and graphics card temperature readings.

\n\n

@lunarelfwitch  I also see a couple of BlueScreen error codes in your dxdiag.  So I'd like to see some crash dumps.  Open a File Explorer window and enter this in the address bar:

\n\n

C:\\Windows\\Minidump

\n\n

For the most recent three or four files, right-click them and select Copy, then right-click your desktop and select Paste.  From there, you can zip the files together, upload the .zip to the free filehosting site of your choice (Google Drive, Dropbox, etc.), and link it here.

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@puzzlezaddict I recently replaced the thermal paste and all fans are working fine. The case doesn't get hot or sound like it's struggling. GPU temp never gets above 45 degrees celsius and CPU never gets above 80 degrees fahrenheit. It also doesn't shut down when I'm playing any of my other graphics-heavy games, only the Sims 4. 

","body@stripHtml({\"removeProcessingText\":false,\"removeSpoilerMarkup\":false,\"removeTocMarkup\":false,\"truncateLength\":200})@stringLength":"208","kudosSumWeight":0,"postTime":"2023-06-13T08:59:53.397-07:00","lastPublishTime":"2023-06-13T08:59:53.397-07:00","metrics":{"__typename":"MessageMetrics","views":564},"visibilityScope":"PUBLIC","placeholder":false,"showMoveIndicator":false,"originalMessageForPlaceholder":null,"isEscalated":null,"solution":false,"repliesCount":8,"readOnly":false,"customFields":[],"attachments":{"__typename":"AttachmentConnection","edges":[],"pageInfo":{"__typename":"PageInfo","hasNextPage":false,"endCursor":null,"hasPreviousPage":false,"startCursor":null}}},"ModerationData:moderation_data:11819147":{"__typename":"ModerationData","id":"moderation_data:11819147","status":"APPROVED","rejectReason":null,"isReportedAbuse":false,"rejectUser":null,"rejectTime":null,"rejectActorType":null},"ForumReplyMessage:message:11819147":{"__typename":"ForumReplyMessage","author":{"__ref":"User:user:90819"},"id":"message:11819147","entityType":"FORUM_REPLY","eventPath":"category:the-sims-4-en/category:the-sims-en/category:ea-forums-en/community:tghpe58374board:the-sims-4-technical-issues-pc-en/message:11819141/message:11819147","revisionNum":1,"uid":11819147,"depth":5,"hasGivenKudo":false,"subscribed":false,"board":{"__ref":"Forum:board:the-sims-4-technical-issues-pc-en"},"parent":{"__ref":"ForumReplyMessage:message:11819146"},"conversation":{"__ref":"Conversation:conversation:11819141"},"subject":"Re: Computer shuts off, also can't repair","moderationData":{"__ref":"ModerationData:moderation_data:11819147"},"body":"

@enbywitchery  Please check the Reliability Monitor for any errors that happened at exactly the times your computer shut down while you were playing Sims 4.  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.

\n\n

Look for errors that happened at exactly the time of the shutdown or the restart.  If you find one, double-click it to see more details, then copy that info and paste it into a reply here.  I don't need to see any \"Windows was not shut down properly\" errors, just anything else.  If you get another shutdown and don't see a new error after restarting, check back in an hour or so—the Reliability Monitor doesn't always update right away.

\n\n

The idea here is to find out whether Windows is causing the shutdown, and therefore documenting the reason; or the shutdown isn't triggered by Windows at all.

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@enbywitchery  Okay, that means that Windows isn't causing the shutdowns.  Since that in turn points to a hardware issue, I'd like to see the results of some hardware monitoring.  Please download hwinfo (it's free) from here:

\n\n

https://www.hwinfo.com/download/

\n\n

You don't need to install anything; just choose the Portable version, unzip it, and launch it from Downloads or wherever you like.  Be sure to click the button for hwinfo itself, not for the other optional download

\n\n

Restart your computer, open hwinfo, choose Sensors Only, and click the button that's a sheet of paper with a + to start logging.  Save the log file to your desktop for easy access.  Wait five minutes, then open Sims 4 and play until your computer crashes.  Don't alt-tab out of the game or run any other programs, aside from the EA App of course, while you're testing.  Even with the shutdown, the log should be intact until that point.

\n\n

Please upload the log to the third-party filesharing site of your choice (Google Drive, Dropbox, etc.) and link it for me.  Either leave it in .csv format or, if you're going to use OneDrive, create a .zip file, and don't open the log before uploading it, or else my log reader might not be able to interpret it.

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@enbywitchery  Did your computer crash at the end of this test?  I ask because I don't see anything obvious in the hwinfo log, but the log is also missing some power delivery-related readings.  I don't know whether this is a limitation of your older system, an innocuous reporting error, or an indication of a problem with the power supply, but I'd like to know what PSU you have.  Please list its specs, e.g. Corsair 750W 80+ Gold; this information will be on the side of the unit itself.

\n\n

Additionally, how much RAM is Sims 4 using while you play?  I noticed memory use climbed much higher than I'd expect if you were only running the game and the EA App, but some people have complicated saves that use a lot more RAM than normal.  You can get a good sense just from looking at the Task Manager.  I'd like to know how much memory the game itself uses when you've first loaded your save and let the game clock run for a few sim-minutes, then how much it uses after at least 15 real-time minutes.

\n\n

Please do let me know whether you were running any other software while testing, and if so, what.

","body@stripHtml({\"removeProcessingText\":false,\"removeSpoilerMarkup\":false,\"removeTocMarkup\":false,\"truncateLength\":200})@stringLength":"218","kudosSumWeight":0,"postTime":"2023-06-13T22:57:59.407-07:00","lastPublishTime":"2023-06-13T22:57:59.407-07:00","metrics":{"__typename":"MessageMetrics","views":184},"visibilityScope":"PUBLIC","placeholder":false,"showMoveIndicator":false,"originalMessageForPlaceholder":null,"isEscalated":null,"solution":false,"repliesCount":3,"readOnly":false,"customFields":[],"attachments":{"__typename":"AttachmentConnection","edges":[],"pageInfo":{"__typename":"PageInfo","hasNextPage":false,"endCursor":null,"hasPreviousPage":false,"startCursor":null}}},"ModerationData:moderation_data:11819152":{"__typename":"ModerationData","id":"moderation_data:11819152","status":"APPROVED","rejectReason":null,"isReportedAbuse":false,"rejectUser":null,"rejectTime":null,"rejectActorType":null},"ForumReplyMessage:message:11819152":{"__typename":"ForumReplyMessage","author":{"__ref":"User:user:131021"},"id":"message:11819152","entityType":"FORUM_REPLY","eventPath":"category:the-sims-4-en/category:the-sims-en/category:ea-forums-en/community:tghpe58374board:the-sims-4-technical-issues-pc-en/message:11819141/message:11819152","revisionNum":1,"uid":11819152,"depth":10,"hasGivenKudo":false,"subscribed":false,"board":{"__ref":"Forum:board:the-sims-4-technical-issues-pc-en"},"parent":{"__ref":"ForumReplyMessage:message:11819151"},"conversation":{"__ref":"Conversation:conversation:11819141"},"subject":"Re: Computer shuts off, also can't repair","moderationData":{"__ref":"ModerationData:moderation_data:11819152"},"body":"@puzzlezaddict Yes, my computer crashed as soon as I clicked a button on the main menu. My PSU is a 650w Thermaltake that has no problems running anything else on my computer (even Cyberpunk and other heavy load games). It has NEVER had trouble running the Sims at all until the most recent game update. I wasn’t running any other software while testing but I do have custom content in my game and it normally takes a while to load up. However, I can’t load into any of my saves at this point without my PC shutting down.","body@stripHtml({\"removeProcessingText\":false,\"removeSpoilerMarkup\":false,\"removeTocMarkup\":false,\"truncateLength\":200})@stringLength":"203","kudosSumWeight":0,"postTime":"2023-06-14T06:31:14.522-07:00","lastPublishTime":"2023-06-14T06:31:14.522-07:00","metrics":{"__typename":"MessageMetrics","views":168},"visibilityScope":"PUBLIC","placeholder":false,"showMoveIndicator":false,"originalMessageForPlaceholder":null,"isEscalated":null,"solution":false,"repliesCount":0,"customFields":[],"attachments":{"__typename":"AttachmentConnection","edges":[],"pageInfo":{"__typename":"PageInfo","hasNextPage":false,"endCursor":null,"hasPreviousPage":false,"startCursor":null}}},"ModerationData:moderation_data:11819153":{"__typename":"ModerationData","id":"moderation_data:11819153","status":"APPROVED","rejectReason":null,"isReportedAbuse":false,"rejectUser":null,"rejectTime":null,"rejectActorType":null},"ForumReplyMessage:message:11819153":{"__typename":"ForumReplyMessage","author":{"__ref":"User:user:131021"},"id":"message:11819153","entityType":"FORUM_REPLY","eventPath":"category:the-sims-4-en/category:the-sims-en/category:ea-forums-en/community:tghpe58374board:the-sims-4-technical-issues-pc-en/message:11819141/message:11819153","revisionNum":1,"uid":11819153,"depth":10,"hasGivenKudo":false,"subscribed":false,"board":{"__ref":"Forum:board:the-sims-4-technical-issues-pc-en"},"parent":{"__ref":"ForumReplyMessage:message:11819151"},"conversation":{"__ref":"Conversation:conversation:11819141"},"subject":"Re: Computer shuts off, also can't repair","moderationData":{"__ref":"ModerationData:moderation_data:11819153"},"body":"

@puzzlezaddict After today's update, I can now load into the game without crashing. I'm going to see how long I can play but here is a screenshot of my task manager while the game is running.

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@enbywitchery  Your computer has 24 GB RAM installed, and when you took this screenshot, 12 was in use.  Sims 4 was using just under 5 GB, so something else is taking up the remaining 7.  Windows should only account for 2 or so, maybe a bit more but nowhere near that amount.  So something else is definitely running.

\n\n

Please try a clean boot:

\n\n

https://support.microsoft.com/en-us/topic/how-to-perform-a-clean-boot-in-windows-da2f9573-6eec-00ad-2f8a-a97a1807f3dd

\n\n

Leave the EABackgroundService enabled, which the EA App needs to run; disable everything else as described.

\n\n

When you reboot your computer, wait five minutes without doing anything, then open the Task Manager and let me know how much RAM is in use.  Then click over to the Startup tab, take a screenshot, and post it here.

\n\n

You can try playing Sims 4 again in a clean boot; I'd be curious to know whether this helps.

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