Re: Re: Sims 4 wont launch from Origin

@Jenniexx14  Please run a couple of basic checks of your Windows system files.  Here's how:

• Hit Windows key-X
• Choose either “PowerShell (Administrator)” or “Command prompt (Administrator),” whichever option is offered
• Inside the window that appears, copy and paste “DISM.exe /Online /Cleanup-image /Restorehealth” without quotes into the window, and enter
• The system will start validating soon. If it throws an error, please list it here
• After it reaches 100%, hit Windows key-X again
• Again, choose “PowerShell (Administrator)” or “Command prompt (Administrator)”
• Inside the window, copy and paste “sfc /scannow” without quotes into the window, and enter
• Post the message you receive here

Restart your computer and try to play.  If it doesn't work, please try playing in a clean boot:

https://www.windowscentral.com/how-clean-boot-windows-10

After you've rebooted, open the Task Manager (click More Details if necessary) and look through the background processes list.  Shut down any process that doesn't absolutely need to be running, so that would be anything not from Windows or Intel.  If you accidentally stop something that does need to be running, the system will likely restart it, but if not, and you notice a problem, you can simply restart your computer.

I'd also like to know if you find anything on the list that looks like it might be an antivirus, or anything you can't identify.

If at any point you see an error message, please post a screenshot.

@puzzlezaddict The scan showed this message:

Windows Resource Protection found corrupt files and successfully repaired them.

For online repairs, details are included in the CBS log file located at

windir\Logs\CBS\CBS.log. For example C:\Windows\Logs\CBS\CBS.log. For offline

repairs, details are included in the log file provided by the /OFFLOGFILE flag.

PS C:\WINDOWS\system32>

Restarted and did not work. Then during the re-boot I could disable all the startups except from 'AVG AvLaunch component' (attached file-picture 2). I followed your instructions anyway and still not working.

I attempted to close the background tasks but multiple AVG tasks and a Malwarebytes task would not close and some came up with an error message (attached file-picture 1). Also as I was trying to close others, more would pop up so it was impossible to close them all (excluding the windows and intel ones). I was googling some of the files I didn't recognise but I don't think any of them were antiviruses. Tried launching again and not working!

Thank you so much for helping me by the way! Feel like I'm making more progress here than I did with the EA advisors.

@Jenniexx14  It's not surprising AVG would resist being disabled.  Let's leave that for now and come back to it if other troubleshooting steps don't help.  It might be worth uninstalling it temporarily (very temporarily), just to test, but it's better to look for other potential causes of this problem first.

Please try to open your game again, then check the Reliability Monitor for errors.  Hit Windows key-R and enter "perfmon /rel" without quotes, and you'll see a chart of errors and updates, with a column for each day.  (Today is on the right.)  Don't open this until you've tried to launch Sims 4 again—when it's been opened recently, the RM may not update with new information for an hour or two.

First, look for any error at all that happened at exactly the time you just tried to open the game.  If you don't find any, look back through the entries for the last day or two for anything that mentions Origin or Sims 4.  Whatever you find, double-click on the name of the error (below the chart), copy the info you see, and paste it into a post here.  If there are several errors you want to include, please instead paste them into a text document (Notepad is fine) and attach it to a post.

If this doesn't help, please create a new Windows user account and try to play in that.  Make it an admin account, and don't sign into OneDrive or any other accounts you use, except of course for Origin.  You can use your existing Origin account, and you shouldn't have to redownload anything.

I've pasted some of the errors from around the time sims stopped working, from the last couple of days and from today when I tried to launch today and pasted the information I found in the text attached, hopefully you can make sense of it! 

Also, I tried creating a new Microsoft account (I think I did it correctly) and launching sims again, but still nothing.

@Jenniexx14  Those are mostly the same errors from your dxdiag, although it's good to know that some of them happen when you try to launch Sims 4.  Did you try disabling HP software before playing?  Some of it is bloatware that doesn't need to be running, and one program crashed around the time you tried to play, as you note.

Since one of the processes crashing has to do with Windows supporting various drivers, and you already tried repairing from the Windows side (DISM and sfc), maybe the issue is an HP driver.  So please link the driver download page for your laptop.  (I can't be sure I'm looking at the correct page.)  Go here:

https://support.hp.com/us-en/drivers/laptops

Enter your serial number, choose your operating system if necessary, and you'll land on the download page.  Please link it here.  The page doesn't have any information about your own computer, just the overall model.