Sims Crashes

[ThatITGuy97]

Has anyone ever had an issue where Sims just randomly crashes on clients laptops ?

I have recently had 2 instances where staff have had sims open and working and then suddenly crash out with no error messages, then solus3 Agent comes up on the screen and after a couple of minutes, they are able to re open sims.

It's a constant loop and I have tried completely reinstalling Sims and Solus3Agent but to no avail.

 

The first staff member originally had an error where the program couldn't locate Sims.ini file (Which was present in C:\Windows directory), freshly installing sims fixed this issue and then the sudden crashes started.

The second staff member had no issues and then suddenly started having crashes with no errors. 

[SIMS_Customer_Support]

39 minutes ago, ThatITGuy97 said:

Has anyone ever had an issue where Sims just randomly crashes on clients laptops ?

I have recently had 2 instances where staff have had sims open and working and then suddenly crash out with no error messages, then solus3 Agent comes up on the screen and after a couple of minutes, they are able to re open sims.

It's a constant loop and I have tried completely reinstalling Sims and Solus3Agent but to no avail.

 

The first staff member originally had an error where the program couldn't locate Sims.ini file (Which was present in C:\Windows directory), freshly installing sims fixed this issue and then the sudden crashes started.

The second staff member had no issues and then suddenly started having crashes with no errors. 

 

1 hour ago, ThatITGuy97 said:

Has anyone ever had an issue where Sims just randomly crashes on clients laptops ?

I have recently had 2 instances where staff have had sims open and working and then suddenly crash out with no error messages, then solus3 Agent comes up on the screen and after a couple of minutes, they are able to re open sims.

It's a constant loop and I have tried completely reinstalling Sims and Solus3Agent but to no avail.

 

The first staff member originally had an error where the program couldn't locate Sims.ini file (Which was present in C:\Windows directory), freshly installing sims fixed this issue and then the sudden crashes started.

The second staff member had no issues and then suddenly started having crashes with no errors. 

Hi @ThatITGuy97 Here is an article that will hopefully resolve the issue you are currently experiencing https://help.parentpaygroup.com/csm?id=kb_article_view&sysparm_article=KB0013147

 

Please do let me know if this information resolves the issue. 

 

Best wishes 

Sally 

[TooOld4This]

2 hours ago, ThatITGuy97 said:

Has anyone ever had an issue where Sims just randomly crashes on clients laptops ?

I have recently had 2 instances where staff have had sims open and working and then suddenly crash out with no error messages, then solus3 Agent comes up on the screen and after a couple of minutes, they are able to re open sims.

It's a constant loop and I have tried completely reinstalling Sims and Solus3Agent but to no avail.

 

The first staff member originally had an error where the program couldn't locate Sims.ini file (Which was present in C:\Windows directory), freshly installing sims fixed this issue and then the sudden crashes started.

The second staff member had no issues and then suddenly started having crashes with no errors. 

Are you completely uninstalling the Solus agent and renaming the SIMS folder? I'd also check that you have all the relevant file permissions set on the SIMS folder and the sims.ini file. Anything in the event log to say that pulsar.exe has faulted?

[ThatITGuy97]

2 minutes ago, TooOld4This said:

Are you completely uninstalling the Solus agent and renaming the SIMS folder? I'd also check that you have all the relevant file permissions set on the SIMS folder and the sims.ini file. Anything in the event log to say that pulsar.exe has faulted?

Yes, I completely uninstalled Solus, I actually fully removed the SIMS folder to install and rebuild. I can see from the logs that pulsar.exe did infact stop:

The program Pulsar.exe version 7.224.27.0 stopped interacting with Windows and was closed. To see if more information about the problem is available, check the problem history in the Security and Maintenance control panel.
 

I'm fairly new to this (First year in IT) but this is the first time the issue has arisen.