September 2014 - last edited September 2014
I've spent an inordinate amount of time with your technical support on the phone. I've been elevated to Tier 2 and have spent over 7 horus on phone with EA since the rise of this issue (09/09/2014 to be exact). I've since then created 3 help cases, one of which has mysteriously vanished from the "My Cases" area under account management on help.ea.com
Current state: "Still to this day there is no fix, at least I've not discovered one that works for me. Game crashes every 10 minutes "
Below is an extensive list of troubleshooting topics I have covered. Perhaps my work might be someone else's fix despite my problems still existing.
Reference to original thread on Forums.thesims forums.thesims.com/en_US/discussion/782763/requesting-help-random-crashes-100-guaranteed-act-2#lates...
Specs Reference:
Processor Intel(R) Core(TM) i5-4670K CPU @ 3.40GHz
Manufacturer Intel
Speed 3.4 GHz
Number of Cores 4
Video Card NVIDIA GeForce GTX 770
Manufacturer NVIDIA
Chipset GeForce GTX 770
Dedicated Video-Memory 3.1 GB
Total Video-Memory 4.0 GB (soldier to card, not to be confused with windows allocations)
Memory 16 GB
Operating System Microsoft Windows 7 Ultimate Edition Service Pack 1 (build 7601), 64-bit
Service Pack 1
Size 64 Bit
Edition Ultimate
Display Maximum Resolution 1920 x 1080
DVD JONKN JC5QN0DA SCSI CdRom Device
CD JONKN JC5QN0DA SCSI CdRom Device
Drive 1
Size 465.8 GB
Free 277.1 GB
Drive 2
Size 465.8 GB
Free 143.0 GB
Drive 3
Size 107.2 GB
Free 37.2 GB
Here is a log of things I have done.
Startup Programs:
Note to parties of interest:
I've done extensive testing and searching; Countless users are experieincing similar difficulties, and the
most of them started showing after the sep 9th - check your forums and you'll see. It is not my
equipment - My system is top of line, custom built by a certified technician (myself) and stress tested with industry standard tools and soft-sets (Therefore I can vouch for the complete stability of my system).
It's not my windows operating system - All other programs & games I have and run operate perfectly, even higher stress softwares such as Civilization V, Skyrim, Photoship x64, etc run without hastle.. It cannot be my system, it cannot be my software, it cannot be my security. Everything else produced and maintained by any other Company besides EA runs without a hitch.
I've included a small library of files besides this one.. And I'd appreciate it if your answers are not
uninstall. Please don't ask me to re-install windows. Please don't ask me to run SFC or Scan disk. I've done everything except re-install windows (clean), which I refuse to do because my system plain and simple works when it comes to non EA product.
Things I've done..
Further.. I've a 3rd party Taskmanager monitoring TS4.
Game crashes when
----
Only recently have I been able to produce an error when it crashes (after run as admin configurations) and found this...
http://i.imgur.com/Bi7W3lp.png
The above is proof of memory exeuction / leak error. How do I know this? Windows uac, DEP, firewall, and security software is turned off.
Also, Event Manager logs that show crashes exactly 10 minutes apart to the second...
Proof of immaculate crash log - http://i.imgur.com/kyiskHl.png - Results of interested are highlighted in screenshot.
Event Viewer Crash Sample - http://i.imgur.com/hu6FZFv.png
TS4 LastCrash Sample - http://pastebin.com/8X6Fmqns
DxDiag - http://pastebin.com/L1vnBG69
Msinfo32 - http://tny.cz/49ad9676
Solved! Go to Solution.
September 2014
September 2014
I believe those errors normally occour when a background program is messing with your active program, in this case, The Sims 4.
First of all, I see you already run a nice and fairly updated system. But please make sure you have everything fully updated, like harddrive firmware (if it's an SSD), motherboard drivers (I can see it's an Intel based system so www.intel.com/p/en_US/support/detect might come in handy in case as well as your motherboard's brandname site), etc.
Secondly, you should try and disable all 3rd party software and services running in the background, also called a clean boot:
http://help.ea.com/en/article/how-to-clean-boot-your-pc/
Lastly, you might want to check your memory for errors ( http://www.memtest86.com/ ) and disable all overclock (if any).
Let me know if this helps or not
September 2014
We shouldn't have to reprogram our computer to get a game working! I'm having the exact same problems, and EA isn't doing a thing about it at all! They do not care now that they have our money. I cannot play this game at all, and they won't give me a refund. I will never ever buy or play another EA game ever again!
September 2014
Well, I do believe that with time and modder resources this game will be very good in it's final stages by which point the product will sell for half the price and one can pick and choose. I would buy all expansions that are content filled and add to the game (subjecticely speaking). However, you are also right that we should not have to reprogram out computers. The steps and level of documentation I have provided are beyond what any customer (what about those who are less savvy?) should have to do.
In my mind it's completely senseless. The game worked wondefully at launch, I percieved no need for a patch. Yet, come the 9th my game is broken down to 10 minute stretches. It strikes me as odd that they are not offering roll back options...I'm now thinking crack your legal game - install again from another source. You paid for this already mind you... Since EA is taking sweet their sweet time I am seeking alternative methods to play the game I paid for, and a rollback sounds mighty fine. I can firewall Origin and Sims to death and launch the game (launch software version). It's funny how quickly they roll out a patch that breaks a game, but can't roll back or release a hot fix when tons of people suddenly have issue because of the first patch...
September 2014 - last edited September 2014
Carbonic wrote:
I believe those errors normally occour when a background program is messing with your active program, in this case, The Sims 4.
First of all, I see you already run a nice and fairly updated system. But please make sure you have everything fully updated, like harddrive firmware (if it's an SSD), motherboard drivers (I can see it's an Intel based system so www.intel.com/p/en_US/support/detect might come in handy in case as well as your motherboard's brandname site), etc.
Secondly, you should try and disable all 3rd party software and services running in the background, also called a clean boot:
http://help.ea.com/en/article/how-to-clean-boot-your-pc/
Lastly, you might want to check your memory for errors ( http://www.memtest86.com/ ) and disable all overclock (if any).
Let me know if this helps or not
----------------------------------------------------------------------------------------------------------------------------------------------------------------------
EA, it is not my hardware. I like you am a technician. I've all my drivers updated. Motherboard is on a stable firmware. This includes my SDD, GPU, CPU, Dedicated Sound Card, and current drivers for my Corsair water cooler.
You also mentioned that I should try disabling all startup items - in my opening post I've mentioned I've done this. Clean boot produces no discernable difference. Lastly, the memory I have has been tested and stable for 5 months. I have corsair dominators... they are tested thoroughly before leaving the factory floor - 16 gigs of their ram was 240.00$ and I've been running them like champions.. really you should recheck my original post a little more thoroughly.. I've made a lot of mentions and what not...
Also, my rig is professionally built and stress tested with industry standard tools and soft-sets. I personally can assure you my equipment is the definition of stability, but I do admit that not all the software I use is entirely stable every single day! I just know my hardware is rock solid and under stressed my TS4. My windows install is also professionally configured to run as little services as possible.
--> Sysinfo32 logs should provide the most of the details.
However, just to entertain the thought...
Processor Intel(R) Core(TM) i5-4670K CPU @ 3.40GHz
Manufacturer Intel
Speed 3.4 GHz
Number of Cores 4
CPU ID BFEBFBFF000306C3
Family 06
Model 3C
Stepping 3
Revision 19
Video Card NVIDIA GeForce GTX 770
Manufacturer NVIDIA
Chipset GeForce GTX 770
Dedicated Memory 3.1 GB
Total Memory 4.0 GB
Pixel Shader Version 5.0
Vertex Shader Version 5.0
Hardware T & L Yes
Vendor ID 10DE
Device ID 1184
Plug and Play ID VEN_10DE&DEV_1184&SUBSYS_1033196E&REV_A1
Driver Version 9.18.13.4052
Memory 16 GB
Operating System Microsoft Windows 7 Ultimate Edition Service Pack 1 (build 7601), 64-bit
Service Pack 1
Size 64 Bit
Edition Ultimate
Version 6.1.7601
Locale 0409
BIOS BIOS Date: 06/03/14 17:17:24 Ver: 20.04
Version American Megatrends Inc. 2004
Manufacturer American Megatrends Inc.
Date 06/03/14
Display Maximum Resolution 1920 x 1080
Sound Device 1 Bluetooth Audio Device
Driver Version 6.9.1022.302
Sound Device 2 Sound Blaster Audio Controller
Driver Version 6.0.102.23
Sound Device 3 NVIDIA High Definition Audio
Driver Version 1.3.30.1
Sound Device 4 High Definition Audio Device
Driver Version 6.1.7601.17514
Sound Device 5 NVIDIA Virtual Audio Device (Wave Extensible) (WDM)
Driver Version
Sound Device 6 Sound Blaster Z
Driver Version 6.0.102.23
DVD JONKN JC5QN0DA SCSI CdRom Device
CD JONKN JC5QN0DA SCSI CdRom Device
Drive 1
Size 465.8 GB
Free 277.1 GB
Drive 2
Size 465.8 GB
Free 143.0 GB
Drive 3
Size 107.2 GB
Free 37.2 GB
Browsers
Internet Explorer 11.0.9600.17239
Chrome 36.0.1985.143
Firefox 31.0 (x86 en-US)
Safari
Software
Java 7.0.550
Flash 14.0.0.145
DirectX 11.0
.NET 3.5.30729.5420
QuickTime
Adobe PDF Reader 11.0.7.79
September 2014
Well, I didn't mention any programming, just a few tests to make sure your hardware is properly working and updated and a test to see if this crash is related to interfering background programs/services so I can send it along to EA who can send it along to Maxis (if we find out what interfer they can reproduce it an fix the error quickly).
And Yes, I don't work for EA, this is a community based forum after all, and yes I agree that games, PC's and other software ideally should work together in all the, going towards infinity, ways to combine them but sadly they don't, so please, while I know it's nice to vent ones anger, please just mention if my suggestion works or not, I have no power over EA, MAXIS and the way they do things If you want to went, you should probably do it in the general discussions part of the official Sims 4 forum:
http://forums.thesims.com/en_US/
September 2014
I don't mean to come off as vulgar or ungrateful. Thank you for taking your time to reply in the first place. I just ask you understand I've thoroughly documented what I've done and I've done a lot. I am also certain of my hardwares stability.
However, your answer was at least helpful in that did mention firmwares for SSD's and you also ask for specific vendors. Thank you for trying to at least point me in the right direction.
September 2014
September 2014
Ah, what I called clean boot you called diagnostic startup, sorry I didn't catch that .
Now, the last thing I can think of before I go to bed is to check the underlying software foundation that has access to the memory of the game.
The 3 things I'm thinking about is:
September 2014 - last edited September 2014
@Carbonic wrote:Ah, what I called clean boot you called diagnostic startup, sorry I didn't catch that .
Now, the last thing I can think of before I go to bed is to check the underlying software foundation that has access to the memory of the game.
The 3 things I'm thinking about is:
- vc found in The Sims 4\__Installer\vc\vc2013\redist
- vp6 found in The Sims 4\__Installer\vp6
- and reinstalling DirectX from http://www.microsoft.com/en-us/download/details.aspx?id=35 (I know this is more stupid + silly than the two above and should be unnecessary but sometimes it just works, I don't know how patches and other gameinstallations does it but sometimes a tiny part of DirectX just needs to be reinstalled)
Now that's something I've not tried... re-installing Dx.
What would you suggest I do in the redist folders you mentioned above?
Running that link and the file from it tells me I am up to date.