game loses audio and cannot exit afterwards

[hls0807]

here is my issue with the sims 4: i start to play the game normally and after some time i cannot alt tab or reach to task manager. only option is to log out off from current user. and before these issues happen the computer resets its sound and game sound dissapears completely. after sound goes i cannot alt tab or exit the game etc...

i reinstalled my audio drivers and the sims 4 completely and i've attached dxdiag file. pls help and sorry for mispronunciations im not a native english speaker >.<

[kreatora · Accepted solution]

@hls0807

If you have the program Nahimic 2 disable or uninstall it. It causes all sorts of issues with EA games. Usually failure to launch the game, but could cause this problem too.
Check if your Windows is up to date. You had problems with it
https://support.microsoft.com/help/4027667/windows-10-update
Check if there are any problems not reported on DXDiag
https://support.microsoft.com/en-us/help/929833/use-the-system-file-checker-tool-to-repair-missing-o...
There is a simple option that some files like Option or another configuration in your current game folder in Documents are damaged. To eliminate this possibility try to do the factory reset of the game folder in this way.
Go to Documents/ElectronicArts - inside will be The Sims4 folder
Step 1. Rename The Sims4 folder to "The Sims4 old"
Step 2. Fix the game in Origin
Origin/Library - right-click on TS4 - option "Repair game"
You have to wait until Origin will fix all packs, not only the base game.
Step 3. Turn on the game - a new game folder will be created and you will have two - one old, one new
Step 4. Check if you still have this problem in the newly created game folder. Start a new game with a random sim and play for 10 minutes.
If the problem disappeared
Step 5. Delete in the new game folder following folders:
"saves" and Tray.
Step 6. Go to "The Sims 4 old" folder and copy - your "saves " folder.
Step. 7, Paste this folder in a newly created game folder.
Step 8. Do the same with Tray folder and TrayDeleteItems file
Step 9. If you don't use mods - skip this step.
Check if there are newly updated version mods you are using.
Then copy and paste your mods and CC from old mods folder to the new one. First copy the scripts mods every time checking if the game is working properly. If you have a lot of CC try 50/50 method ( divide your CC into smaller batches for example 50 pieces in one subfolder and check these subfolders one by one)
Step. 10. If all is OK - delete The Sims4 old folder. Now you will have only one game folder working properly.

I don't work for EA

[kreatora · Accepted solution]

@hls0807

If you have the program Nahimic 2 disable or uninstall it. It causes all sorts of issues with EA games. Usually failure to launch the game, but could cause this problem too.
Check if your Windows is up to date. You had problems with it
https://support.microsoft.com/help/4027667/windows-10-update
Check if there are any problems not reported on DXDiag
https://support.microsoft.com/en-us/help/929833/use-the-system-file-checker-tool-to-repair-missing-o...
There is a simple option that some files like Option or another configuration in your current game folder in Documents are damaged. To eliminate this possibility try to do the factory reset of the game folder in this way.
Go to Documents/ElectronicArts - inside will be The Sims4 folder
Step 1. Rename The Sims4 folder to "The Sims4 old"
Step 2. Fix the game in Origin
Origin/Library - right-click on TS4 - option "Repair game"
You have to wait until Origin will fix all packs, not only the base game.
Step 3. Turn on the game - a new game folder will be created and you will have two - one old, one new
Step 4. Check if you still have this problem in the newly created game folder. Start a new game with a random sim and play for 10 minutes.
If the problem disappeared
Step 5. Delete in the new game folder following folders:
"saves" and Tray.
Step 6. Go to "The Sims 4 old" folder and copy - your "saves " folder.
Step. 7, Paste this folder in a newly created game folder.
Step 8. Do the same with Tray folder and TrayDeleteItems file
Step 9. If you don't use mods - skip this step.
Check if there are newly updated version mods you are using.
Then copy and paste your mods and CC from old mods folder to the new one. First copy the scripts mods every time checking if the game is working properly. If you have a lot of CC try 50/50 method ( divide your CC into smaller batches for example 50 pieces in one subfolder and check these subfolders one by one)
Step. 10. If all is OK - delete The Sims4 old folder. Now you will have only one game folder working properly.

I don't work for EA