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Launch Crash To Desktop

by AgentGraves84
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Launch Crash To Desktop

★★★★ Novice

I hope someone can help with a problem I've recently started having. Today when I tried to launch the sims 4, the game immediately crashed to the desktop.  No error or anything, just a quick white screen and then the crash.  I have gone through everything I can think of but I still can't get the game to launch.

 

Things I have tried:

running in both 32 and 64bit mode

disabling origin overly

removing sims 4 documents folder

forcing to launch in window mode with -w command

verifying game files through origin

 

The strange thing is its just started happening today.  The only changes to me system in the last couple of days is a handful of new windows updates and a new sims 4 update so I don't know if the problem is connect to either of those.  I've got a pretty good pc so its not a specs problem.  If anyone has started having this problem or might know of a few things to try, id love to hear it.  Thanks!

 

Specs:

Win 10 64

i7 7700k

12gigs ddr 4

Rtx 2080

750w gold psu

 

Message 1 of 9 (225 Views)

Accepted Solution

Re: Launch Crash To Desktop

★★★★ Novice

I just wanted to say thanks to everyone for helping me out trying to solve my crashing issue.  After a lot more testing I discovered that having msi afterburner open was causing the crash.  As soon as I closed it the sims launched no problem.  Its weird that its just causing a problem now but I guess it has something to do with one of the new origin or sims 4 updates.  I don't think im going to try and update direct as everything else is working fine, but I will keep that in mind if I run into anymore d3d9.ll errors. If anyone else is having crashing issues not related to corrupted saves or mods, try disabling any monitoring software you might have running.  Thanks again for the help! 

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Message 9 of 9 (94 Views)

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Re: Launch Crash To Desktop

★ Pro
@AgentGraves84
Could you post your Computer's DxDiag?
To gather a DxDiag on your computer, please follow the steps here: https://help.ea.com/en-us/help/pc/how-to-gather-dxdiag-information/
You can attach the txt file to your post directly in option "Reply" - not "Quick Reply"
I don't work for EA
Message 2 of 9 (208 Views)

Re: Launch Crash To Desktop

@AgentGraves84   If you have mods the update may not like one or more mods and you may have to remove that (these) mods until the mod author updates the mod(s). Another quick test is to remove the user data (copy the folder to the desktop) then delete the old sims 4 data folder in the user documents folder. These files will be recreated the next time you start the game. This will reset the game. If the game runs then the issue is in the user data and the core game files are ok. The problem may be a mod or a corrupt save game or other corruption in the user data. If the game runs after you do the reset you can start moving (copying) things (mods, cc, save games) back from the desktop folder.

_______________________________________________________________

I do not work for EA or associated with EA other then helping other users in the forums.
Message 3 of 9 (201 Views)

Re: Launch Crash To Desktop

★★★★ Novice

Thanks for the suggestions but one the first things I tried was removing the sims 4 documents folder but that didn't work. I have had game launching problems in the past and that usually fixed it. I also tried uninstalling/ reinstalling and updated my gpu drivers but I still cant get the game to launch.  

Message 4 of 9 (182 Views)

Re: Launch Crash To Desktop

★ Pro
@AgentGraves84
I still do not have your DxDiag
For now, you can try this way. There is an option with Windows update something changed in Windows Defender settings. Well, after this immediately came Origin update and Defender could block Origin files

In the Windows Defender, add "OriginClientService.exe" to the exception.
https://support.microsoft.com/en-us/help/4046851/windows-10-allow-blocked-app-windows-security

Uninstall Origin and clean your computer of all leftovers after this program. https://www.piriform.com/ccleaner/download
How to use CCleaner to fix PC issues
http://help.ea.com/en/article/how-to-use-ccleaner-to-fix-pc-issues/

Download Origin again and install
http://origin.com/download
Message 5 of 9 (179 Views)

Re: Launch Crash To Desktop

★★★★ Novice

I use Kaspersky for my internet security/antivirus which I believe overrides any windows defender settings.  I'll double check but i'm pretty sure it's not blocking origin.  

I think i'm a little closer to figuring out the problem.  I was looking at the events logs and windows is reporting that the TS4.exe is an appcrash with d3d9.dll as the faulting module.  Any thoughts as to why that is?  I attached my dxdiag as requested.

Message 6 of 9 (167 Views)

Re: Launch Crash To Desktop

[ Edited ]
★ Pro

Could you change the game to 64 bits in Origin? 

Very important: you need more free space for the game on C disc you need 20GB for a game you download and you have 32GB free. Fine, you think that it is enough but once you have downloaded 15GB temp files you end up having only 17GB free for the install which will fail. Once it fails windows may then remove temp files so it still looks like there still should be enough space but in reality you were a couple GB short.

 

And I'm very sorry for you because you have a  second serious problem


You have d3d9.dll error which can be caused by:

The invalid or corrupt d3d9.dll registry entry
Virus or malware infection which has corrupted the d3d9.dll file.
Microsoft hardware failure, such as a bad hard drive, which has corrupted the d3d9.dll file.
Another program overwrote the required version of d3d9.dll.
Another program maliciously or mistakenly deleted the d3d9.dll file.
Another program uninstalled the d3d9.dll file.

https://support.microsoft.com/help/929833/use-the-system-file-checker-tool-to-repair-missing-or-corr...

However D3d9.dll issues are caused in one way or another by an issue with Microsoft DirectX.

The d3d9.dll file is one of many files contained in the DirectX software collection. Since DirectX is utilized by most Windows based games and advanced graphics programs, d3d9.dll errors usually show up only when using these programs.


You can try also :
1. Restart your computer if you haven't yet.
The d3d9.dll error might be a fluke and a simple restart could clear it up completely.
2. Install the latest version of Microsoft DirectX. Chances are, upgrading to the latest version of DirectX will fix the d3d9.dll error.
How to Determine the Version of DirectX Using the DirectX Diagnostic Tool

http://support.microsoft.com/kb/157730

How to Download and Install DirectX

http://support.microsoft.com/kb/179113

Note: Before installing, uninstall the direct version installed from add or remove programs.

http://support.microsoft.com/kb/307895

 

EDIT!!!
After some research, I know that this error caused the last of Origin or game update. If the redistributable package (DirectX) was not installed successfully you will have this error.

If this reason was Origin update you can repeat the installation of the last version of Origin until it is effective. But if a reason was a game update then you have to reinstall the game 

Message 7 of 9 (153 Views)

Re: Launch Crash To Desktop

★★★★ Pro

To repair your issue with DirectX please download latest version of the redistributable from Microsoft.

https://www.microsoft.com/en-us/download/details.aspx?id=35&irgwc=1&OCID=AID681541_aff_7792_1246483&...

Please read all instructions on the page.

Message 8 of 9 (116 Views)

Re: Launch Crash To Desktop

★★★★ Novice

I just wanted to say thanks to everyone for helping me out trying to solve my crashing issue.  After a lot more testing I discovered that having msi afterburner open was causing the crash.  As soon as I closed it the sims launched no problem.  Its weird that its just causing a problem now but I guess it has something to do with one of the new origin or sims 4 updates.  I don't think im going to try and update direct as everything else is working fine, but I will keep that in mind if I run into anymore d3d9.ll errors. If anyone else is having crashing issues not related to corrupted saves or mods, try disabling any monitoring software you might have running.  Thanks again for the help! 

Message 9 of 9 (95 Views)
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