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    Game won't load

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    benlow11benlow11 Posts: 83 Member
    edited September 2014 in PC - Technical Discussions
    I couldn't find a thread for this. The first time I try to open my game it gets to the plumbob loading screen and then stops working. I always get the display message that says the Sims 4 has stopped working, etc, but it only does it the first time I try to open my game. After that the game opens fine, but freezes frequently for a couple seconds. Here is a picture of the screen I get if it lets me upload the picture, as well as parts of my dxdiag.

    Edit: Now I am getting that screen every time I try to open it whether I am signed in to Origin or not. I am going to try to uninstall and re-install it I guess.

    [img][/img]errormessage.png

    dxdiag:
    System Information
    Time of this report: 9/17/2014, 16:08:41
    Machine name: BEVERLY-PC
    Operating System: Windows 7 Home Premium 64-bit (6.1, Build 7601) Service Pack 1 (7601.win7sp1_gdr.140303-2144)
    Language: English (Regional Setting: English)
    System Manufacturer: TOSHIBA
    System Model: Satellite C655
    BIOS: InsydeH2O Version 03.61.081.30
    Processor: Intel(R) Pentium(R) CPU B960 @ 2.20GHz (2 CPUs), ~2.2GHz
    Memory: 4096MB RAM
    Available OS Memory: 4044MB RAM
    Page File: 2043MB used, 6042MB available
    Windows Dir: C:\windows
    DirectX Version: DirectX 11
    DX Setup Parameters: Not found
    User DPI Setting: Using System DPI
    System DPI Setting: 96 DPI (100 percent)
    DWM DPI Scaling: Disabled
    DxDiag Version: 6.01.7601.17514 32bit Unicode

    Display Devices
    Card name: Intel(R) HD Graphics Family
    Manufacturer: Intel Corporation
    Chip type: Intel(R) HD Graphics Family
    DAC type: Internal
    Device Key: Enum\PCI\VEN_8086&DEV_0106&SUBSYS_FCE01179&REV_09
    Display Memory: 1696 MB
    Dedicated Memory: 64 MB
    Shared Memory: 1632 MB
    Current Mode: 1366 x 768 (32 bit) (60Hz)
    Monitor Name: Generic PnP Monitor
    Monitor Model: unknown
    Monitor Id: LGD02DC
    Native Mode: 1366 x 768(p) (59.996Hz)
    Output Type: Internal
    Driver Name: igdumd64.dll,igd10umd64.dll,igd10umd64.dll,igdumdx32,igd10umd32,igd10umd32
    Driver File Version: 8.15.0010.2353 (English)
    Driver Version: 8.15.10.2353
    DDI Version: 10.1
    Driver Model: WDDM 1.1
    Driver Attributes: Final Retail
    Driver Date/Size: 4/4/2011 23:09:00, 7473664 bytes
    WHQL Logo'd: Yes
    WHQL Date Stamp:
    Device Identifier: {D7B78E66-4246-11CF-F87B-EADCA9C2C535}
    Vendor ID: 0x8086
    Device ID: 0x0106
    SubSys ID: 0xFCE01179
    Revision ID: 0x0009
    Driver Strong Name: oem8.inf:Intel.Mfg.NTamd64:iSNBM0_I0:8.15.10.2353:pci\ven_8086&dev_0106&subsys_fce01179
    Rank Of Driver: 00E60001
    Video Accel: ModeMPEG2_A ModeMPEG2_C ModeWMV9_C ModeVC1_C
    Deinterlace Caps: {BF752EF6-8CC4-457A-BE1B-08BD1CAEEE9F}: Format(In/Out)=(YUY2,YUY2) Frames(Prev/Fwd/Back)=(0,0,1) Caps=VideoProcess_YUV2RGB VideoProcess_StretchX VideoProcess_StretchY VideoProcess_AlphaBlend DeinterlaceTech_EdgeFiltering
    {335AA36E-7884-43A4-9C91-7F87FAF3E37E}: Format(In/Out)=(YUY2,YUY2) Frames(Prev/Fwd/Back)=(0,0,0) Caps=VideoProcess_YUV2RGB VideoProcess_StretchX VideoProcess_StretchY VideoProcess_AlphaBlend DeinterlaceTech_BOBVerticalStretch
    {5A54A0C9-C7EC-4BD9-8EDE-F3C75DC4393B}: Format(In/Out)=(YUY2,YUY2) Frames(Prev/Fwd/Back)=(0,0,0) Caps=VideoProcess_YUV2RGB VideoProcess_StretchX VideoProcess_StretchY VideoProcess_AlphaBlend
    {BF752EF6-8CC4-457A-BE1B-08BD1CAEEE9F}: Format(In/Out)=(UYVY,YUY2) Frames(Prev/Fwd/Back)=(0,0,1) Caps=VideoProcess_YUV2RGB VideoProcess_StretchX VideoProcess_StretchY VideoProcess_AlphaBlend DeinterlaceTech_EdgeFiltering
    {335AA36E-7884-43A4-9C91-7F87FAF3E37E}: Format(In/Out)=(UYVY,YUY2) Frames(Prev/Fwd/Back)=(0,0,0) Caps=VideoProcess_YUV2RGB VideoProcess_StretchX VideoProcess_StretchY VideoProcess_AlphaBlend DeinterlaceTech_BOBVerticalStretch
    {5A54A0C9-C7EC-4BD9-8EDE-F3C75DC4393B}: Format(In/Out)=(UYVY,YUY2) Frames(Prev/Fwd/Back)=(0,0,0) Caps=VideoProcess_YUV2RGB VideoProcess_StretchX VideoProcess_StretchY VideoProcess_AlphaBlend
    {BF752EF6-8CC4-457A-BE1B-08BD1CAEEE9F}: Format(In/Out)=(YV12,YUY2) Frames(Prev/Fwd/Back)=(0,0,1) Caps=VideoProcess_YUV2RGB VideoProcess_StretchX VideoProcess_StretchY VideoProcess_AlphaBlend DeinterlaceTech_EdgeFiltering
    {335AA36E-7884-43A4-9C91-7F87FAF3E37E}: Format(In/Out)=(YV12,YUY2) Frames(Prev/Fwd/Back)=(0,0,0) Caps=VideoProcess_YUV2RGB VideoProcess_StretchX VideoProcess_StretchY VideoProcess_AlphaBlend DeinterlaceTech_BOBVerticalStretch
    {5A54A0C9-C7EC-4BD9-8EDE-F3C75DC4393B}: Format(In/Out)=(YV12,YUY2) Frames(Prev/Fwd/Back)=(0,0,0) Caps=VideoProcess_YUV2RGB VideoProcess_StretchX VideoProcess_StretchY VideoProcess_AlphaBlend
    {BF752EF6-8CC4-457A-BE1B-08BD1CAEEE9F}: Format(In/Out)=(NV12,YUY2) Frames(Prev/Fwd/Back)=(0,0,1) Caps=VideoProcess_YUV2RGB VideoProcess_StretchX VideoProcess_StretchY VideoProcess_AlphaBlend DeinterlaceTech_EdgeFiltering
    {335AA36E-7884-43A4-9C91-7F87FAF3E37E}: Format(In/Out)=(NV12,YUY2) Frames(Prev/Fwd/Back)=(0,0,0) Caps=VideoProcess_YUV2RGB VideoProcess_StretchX VideoProcess_StretchY VideoProcess_AlphaBlend DeinterlaceTech_BOBVerticalStretch
    {5A54A0C9-C7EC-4BD9-8EDE-F3C75DC4393B}: Format(In/Out)=(NV12,YUY2) Frames(Prev/Fwd/Back)=(0,0,0) Caps=VideoProcess_YUV2RGB VideoProcess_StretchX VideoProcess_StretchY VideoProcess_AlphaBlend
    {BF752EF6-8CC4-457A-BE1B-08BD1CAEEE9F}: Format(In/Out)=(IMC1,YUY2) Frames(Prev/Fwd/Back)=(0,0,1) Caps=VideoProcess_YUV2RGB VideoProcess_StretchX VideoProcess_StretchY VideoProcess_AlphaBlend DeinterlaceTech_EdgeFiltering
    {335AA36E-7884-43A4-9C91-7F87FAF3E37E}: Format(In/Out)=(IMC1,YUY2) Frames(Prev/Fwd/Back)=(0,0,0) Caps=VideoProcess_YUV2RGB VideoProcess_StretchX VideoProcess_StretchY VideoProcess_AlphaBlend DeinterlaceTech_BOBVerticalStretch
    {5A54A0C9-C7EC-4BD9-8EDE-F3C75DC4393B}: Format(In/Out)=(IMC1,YUY2) Frames(Prev/Fwd/Back)=(0,0,0) Caps=VideoProcess_YUV2RGB VideoProcess_StretchX VideoProcess_StretchY VideoProcess_AlphaBlend
    {BF752EF6-8CC4-457A-BE1B-08BD1CAEEE9F}: Format(In/Out)=(IMC2,YUY2) Frames(Prev/Fwd/Back)=(0,0,1) Caps=VideoProcess_YUV2RGB VideoProcess_StretchX VideoProcess_StretchY VideoProcess_AlphaBlend DeinterlaceTech_EdgeFiltering
    {335AA36E-7884-43A4-9C91-7F87FAF3E37E}: Format(In/Out)=(IMC2,YUY2) Frames(Prev/Fwd/Back)=(0,0,0) Caps=VideoProcess_YUV2RGB VideoProcess_StretchX VideoProcess_StretchY VideoProcess_AlphaBlend DeinterlaceTech_BOBVerticalStretch
    {5A54A0C9-C7EC-4BD9-8EDE-F3C75DC4393B}: Format(In/Out)=(IMC2,YUY2) Frames(Prev/Fwd/Back)=(0,0,0) Caps=VideoProcess_YUV2RGB VideoProcess_StretchX VideoProcess_StretchY VideoProcess_AlphaBlend
    {BF752EF6-8CC4-457A-BE1B-08BD1CAEEE9F}: Format(In/Out)=(IMC3,YUY2) Frames(Prev/Fwd/Back)=(0,0,1) Caps=VideoProcess_YUV2RGB VideoProcess_StretchX VideoProcess_StretchY VideoProcess_AlphaBlend DeinterlaceTech_EdgeFiltering
    {335AA36E-7884-43A4-9C91-7F87FAF3E37E}: Format(In/Out)=(IMC3,YUY2) Frames(Prev/Fwd/Back)=(0,0,0) Caps=VideoProcess_YUV2RGB VideoProcess_StretchX VideoProcess_StretchY VideoProcess_AlphaBlend DeinterlaceTech_BOBVerticalStretch
    {5A54A0C9-C7EC-4BD9-8EDE-F3C75DC4393B}: Format(In/Out)=(IMC3,YUY2) Frames(Prev/Fwd/Back)=(0,0,0) Caps=VideoProcess_YUV2RGB VideoProcess_StretchX VideoProcess_StretchY VideoProcess_AlphaBlend
    {BF752EF6-8CC4-457A-BE1B-08BD1CAEEE9F}: Format(In/Out)=(IMC4,YUY2) Frames(Prev/Fwd/Back)=(0,0,1) Caps=VideoProcess_YUV2RGB VideoProcess_StretchX VideoProcess_StretchY VideoProcess_AlphaBlend DeinterlaceTech_EdgeFiltering
    {335AA36E-7884-43A4-9C91-7F87FAF3E37E}: Format(In/Out)=(IMC4,YUY2) Frames(Prev/Fwd/Back)=(0,0,0) Caps=VideoProcess_YUV2RGB VideoProcess_StretchX VideoProcess_StretchY VideoProcess_AlphaBlend DeinterlaceTech_BOBVerticalStretch
    {5A54A0C9-C7EC-4BD9-8EDE-F3C75DC4393B}: Format(In/Out)=(IMC4,YUY2) Frames(Prev/Fwd/Back)=(0,0,0) Caps=VideoProcess_YUV2RGB VideoProcess_StretchX VideoProcess_StretchY VideoProcess_AlphaBlend
    D3D9 Overlay: Supported
    DXVA-HD: Supported
    DDraw Status: Enabled
    D3D Status: Enabled
    AGP Status: Enabled
    Post edited by benlow11 on

    Comments

    • Options
      colton147colton147 Posts: 9,663 Member
      edited September 2014
      Here are a thing fews that you could try:
      •Repairing the game via Origin
      •Uninstalling then installing the Sims 4
      •Uninstalling the installing Origin (Don't worry, your games will not be uninstalled)
      •Beat your computer with a broom
    • Options
      benlow11benlow11 Posts: 83 Member
      Thank you colton147 for your input. I have tried all three of those and it is still not working. It gets to the same screen and stops, then the message pops up that it has stopped working. It was fine yesterday...:( My fiance has the exact same laptop and it works fine on his.
    • Options
      colton147colton147 Posts: 9,663 Member
      Wait until the third patch is released. (Maybe either tomorrow or Friday is my guess).
    • Options
      benlow11benlow11 Posts: 83 Member
      Guess I'm gonna have to. EA Support's recommendations did not fix the issue.
    • Options
      KomodiaJKomodiaJ Posts: 13 New Member
      My game did an update and now it isn't loading either :(. It gets to the town and when I click to play my family it comes up error and states it couldn't load. My game was running fine before the update.
    • Options
      zanzibar96zanzibar96 Posts: 17 New Member
      > @KomodiaJ said:
      > My game did an update and now it isn't loading either :(. It gets to the town and when I click to play my family it comes up error and states it couldn't load. My game was running fine before the update.

      What update? *confused* We've only had 2 updates, and those were both last week... hoping this week's update fixes the crashing when sims without homes are around issue...
    • Options
      Evenstar606Evenstar606 Posts: 1,618 Member
      edited September 2014
      I have this exact same problem! Glad I found this thread. I have Windows XP, though, so my game actually crashes to the desktop before I get the "Sims 4 has stopped working" message. It crashes at the loading screen like yours, so I can't even get into the game. It crashes every time, so I haven't been able to play my game at all for four days. I tried all the suggestions listed above, and none worked. My computer is really outdated though, and I will be getting a new one sooner than planned. It's just weird because the game ran fine for almost two weeks. I bought the game on the 3rd, and it began crashing at load on the 14th.
    • Options
      luthienrisingluthienrising Posts: 37,628 Member
      edited September 2014
      Evenstar606 wrote: »
      I have this exact same problem! Glad I found this thread. I have Windows XP, though, so my game actually crashes to the desktop before I get the "Sims 4 has stopped working" message. It crashes at the loading screen like yours, so I can't even get into the game. It crashes every time, so I haven't been able to play my game at all for four days. I tried all the suggestions listed above, and none worked. My computer is really outdated though, and I will be getting a new one sooner than planned. It's just weird because the game ran fine for almost two weeks. I bought the game on the 3rd, and it began crashing at load on the 14th.

      Did you try the things colton147 lists above? They've helped other users. Some have also had success by pulling the The Sims4 folder out of Documents and letting the game regenerate it.
      EA CREATOR NETWORK MEMBER — Want to be notified of patches, new Broken Mods threads, and urgent Sims 4 news? Follow me at https://www.patreon.com/luthienrising.
    • Options
      DazleneDazlene Posts: 163 Member
      edited September 2014
      in the same boat :( it worked ok yesterday other then my sims not being able 2 clean their house and now this


      All my stuff is gone :\
      Post edited by Dazlene on
    • Options
      benlow11benlow11 Posts: 83 Member
      I've done what colton147 suggested as well as contacted EA help twice and have done everything they said to do. My game still won't load. I suppose I can try pulling the Sims 4 folder out...
    • Options
      DazleneDazlene Posts: 163 Member
      edited September 2014
      benlow11 wrote: »
      I've done what colton147 suggested as well as contacted EA help twice and have done everything they said to do. My game still won't load. I suppose I can try pulling the Sims 4 folder out...

      yeah I called my self pulling the folder out n it did load but all of my stuff was gone and it was as if it was my first time playing the game so then when I exit out and tried to get back on it did it all over again where i would get the window pop up about it not working so now I have taken the whole thing off and I am officially 🐸🐸🐸🐸 :(:'( so now I will take a deep breath and try reinstalling and c what happens.... I hope it works 4 u tho

    • Options
      benlow11benlow11 Posts: 83 Member
      So I moved my Sims 4 folder, opened the game and it loaded fine. So I closed the game and then took my old saves out of my old sims 4 folders and replaced the new saves folder with it. Then opened my game, it loaded fine and it has all of my saves. Idk if there will be a problem again like you had @Dazlene but hopefully not.
    • Options
      DazleneDazlene Posts: 163 Member
      @benlow11 glad it worked mine is working now but I am starting all over again and so mad at my self for not uploading my sim me onto the gallery cause now I have 2 make her all over again and its really not working :\
    • Options
      Evenstar606Evenstar606 Posts: 1,618 Member
      luthienrising wrote: »
      Evenstar606 wrote: »
      I have this exact same problem! Glad I found this thread. I have Windows XP, though, so my game actually crashes to the desktop before I get the "Sims 4 has stopped working" message. It crashes at the loading screen like yours, so I can't even get into the game. It crashes every time, so I haven't been able to play my game at all for four days. I tried all the suggestions listed above, and none worked. My computer is really outdated though, and I will be getting a new one sooner than planned. It's just weird because the game ran fine for almost two weeks. I bought the game on the 3rd, and it began crashing at load on the 14th.

      Did you try the things colton147 lists above? They've helped other users. Some have also had success by pulling the The Sims4 folder out of Documents and letting the game regenerate it.

      Yes, I've tried everything except pulling the Sims 4 folder out of Documents. Many people here say it's my video card. Nividia Geforce GT 240.
    • Options
      KomodiaJKomodiaJ Posts: 13 New Member
      I've tried the pulling folder out and mine still isn't working :(
    • Options
      ewilson1114ewilson1114 Posts: 2,513 Member
      @benlow11, your graphics card driver is three and a half years out of date. I'd suggest updating them from the Intel website.
    • Options
      benlow11benlow11 Posts: 83 Member
      @ewilson1114 - I don't have the slightest clue which one to do. I looked on the Intel website and could not find anything to update and I don't want to do something wrong. Knowing my luck I would mess it up even more.
    • Options
      Chris3423131Chris3423131 Posts: 384 Member
      edited September 2014
      I've had this problem too since last update to the game. I tried to go into and it stops responding. I've had no issues prior to the update. Hopefully the next update(patch) fixes it.


      Also ignore SimAdminn as they are just trying to get your serial number illegally.
    • Options
      benlow11benlow11 Posts: 83 Member
      @SimAdminn- Again, no problem.
      Username: bac2urbrdge
      Password: f41ltr0ll154f41l
    • Options
      Evenstar606Evenstar606 Posts: 1,618 Member
      luthienrising wrote: »
      Evenstar606 wrote: »
      I have this exact same problem! Glad I found this thread. I have Windows XP, though, so my game actually crashes to the desktop before I get the "Sims 4 has stopped working" message. It crashes at the loading screen like yours, so I can't even get into the game. It crashes every time, so I haven't been able to play my game at all for four days. I tried all the suggestions listed above, and none worked. My computer is really outdated though, and I will be getting a new one sooner than planned. It's just weird because the game ran fine for almost two weeks. I bought the game on the 3rd, and it began crashing at load on the 14th.

      Did you try the things colton147 lists above? They've helped other users. Some have also had success by pulling the The Sims4 folder out of Documents and letting the game regenerate it.

      I pulled the folder out and put it on the desktop, and now my game works! I lost all my Sims, since I didn't backup the saves, and they were deleted from the gallery when I uninstalled the Demo. So I will have to make my favorite household again, but my game works! So happy. Thank you for the suggestion, I told a Simmer in another thread, who was having my same problem with crashing at the loading screen. Their game is working again too, so far! Without seeing your post on this thread, I would still be unable to play!
    • Options
      benlow11benlow11 Posts: 83 Member
      If anyone is still having problems and would like to know what EA help suggested I do to fix my game, just let me know and I will post it. It didn't work for me but it might work for someone else and you won't have to wait to chat with an EA help representative-I had to wait an hour the first time.
    • Options
      SionainnSionainn Posts: 3 New Member
      I'm having the same problem. I've uninstalled and reinstalled Sims 4 and it's just won't load. I'm very frustrated since it worked fine yesterday! Grrr. How do I move the document? I'm an idiot when it comes to computers so simple directions would be awesome!
    • Options
      benlow11benlow11 Posts: 83 Member
      edited September 2014
      Go to the start menu-double click computer- go to(click) documents-double click Electronic Arts-your sims 4 folder should be listed there. Simply cut and paste it in another folder- I just cut and paste it to my desktop. If your saves are still in your sims 4 folder (idk if they are since you uninstalled and re-installed it) then you can move those over once you know whether or not your game works. Just go into the old folder wherever you moved it to, cut the saves folder, and paste it into the new sims 4 folder that was generated when you reopened your game after moving the old folder.
    • Options
      UberLisa713UberLisa713 Posts: 7 New Member
      I realize this is an older issue...but I just started having this issue today. I have been playing my game rather successfully since it was released last year, but can't seem to figure out how to remedy this same issue. I keep getting that popup window after the first loading window. Do you still have access to the information EA suggested to you to fix this? I've tried everything else listed on this post, and I am still getting the 'sims 4 has stopped working' window. This is very frustrating...thanks for your help in posting this and at least giving me a few options to try out, btw.
    • Options
      luthienrisingluthienrising Posts: 37,628 Member
      UberLisa713 wrote: »
      I realize this is an older issue...but I just started having this issue today. I have been playing my game rather successfully since it was released last year, but can't seem to figure out how to remedy this same issue. I keep getting that popup window after the first loading window. Do you still have access to the information EA suggested to you to fix this? I've tried everything else listed on this post, and I am still getting the 'sims 4 has stopped working' window. This is very frustrating...thanks for your help in posting this and at least giving me a few options to try out, btw.

      Do you have any CC or mods in the Mods folder? If you do, try pulling them out; it could be that a piece of CC or a mod is no longer compatible with the most recent game version.

      If that doesn't help, look up your your DxDiag info, export it to a text file, and copy and paste it all here. It will take multiple posts, but that's okay. Here's how: http://forums.thesims.com/en_US/discussion/comment/13329932/#Comment_13329932
      EA CREATOR NETWORK MEMBER — Want to be notified of patches, new Broken Mods threads, and urgent Sims 4 news? Follow me at https://www.patreon.com/luthienrising.
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