Re: Sims 4 not launching

@lolcg  Just to check, when you moved the folder to your desktop, did it actually move, or did you just move a copy, with the original staying where it was?

For the dxdiag, just attach the .txt file to a post.  Any forum member should have permission to do that.  Click the Browse button below the text field here to find the file itself on your computer.

@lolcg  That's odd that you can't use the Reply button; that shouldn't be a problem either.

Regardless, you can instead upload the dxdiag to the free filesharing site of your choice (Google Drive, Dropbox, etc.; even the free version of pastebin.com is fine) and link it here.

@lolcg  Do you have a standalone antivirus, and if so, does it help to set exceptions for TS4_x64.exe and Origin.exe?  If you do use a third-party program and adding exceptions doesn't help, please let me know which one it is.

Your dxdiag doesn't list any errors that would explain why Sims 4 wouldn't open, which makes me think it's more likely being blocked rather than crashing.  But to double-check, please look for any related crash dumps.  Click Windows key-R and copy and paste this:

%LocalAppData%\CrashDumps

When you enter, you'll see a list of .dmp files.  If one of them is from Sims 4 or Origin, please upload it to a third-party filehosting site (Google Drive, Dropbox, etc.) and link it here.  If you see a crash dump that was written at exactly the time the game crashed, I'd like that too.  But in either case, please only upload files from after we started troubleshooting here.

If there is no Sims 4 .dmp file, you can enable them:

• Hit the Windows key, type "command prompt" in the box, right-click on Command Prompt in the search results, and select Run as Administrator
• In the window, paste "reg add "HKLM\Software\Microsoft\Windows\Windows Error Reporting\LocalDumps\devenv.exe" /v DumpType /d 2 /t REG_DWORD" without the outside quotes into the box, and enter
• Try to launch Sims 4 and wait a minute or two afterwards
• Then hit Windows key-R and paste "%LOCALAPPDATA%\CrashDumps" without quotes into the box, and enter
• Upload the last .dmp file to a free filesharing site and link it here
• When you want to undo the auto crash log dumps, open Command Prompt as before, paste "reg delete "HKLM\Software\Microsoft\Windows\Windows Error Reporting\LocalDumps" /f" without the outside quotes, and enter.

@lolcg  Do you use a third-party antivirus, and if so, which one?

Hi, I cannot figure out how to make my own forum question, but you seem very knowledgeable. I have purchased the Sims 4 as well as a lot of the add-ons. All purchases were through Origin on my HP desktop. However, the Sims 4 is completely gone from my Origin, and when I search for it, it states I must purchase it AGAIN! Do you have any idea why this has happened? I have reached out via email to EA as I cannot figure out how to reach out to Origin or if that's even possible. Thankfully I have all receipts from every purchase, but I am really devastated that everything is gone and hoping that I can get it back ☹️

@hkwass  This usually happens when someone signs into the wrong Origin account, as in, not the one that made the purchases.  For example, maybe you have two email addresses and had been using a different one than you used this time around.  Try signing into Origin with the same email address that received the receipts from the purchases.

If that doesn't help, you'll need to contact EA customer support, but I'd strongly suggest using a live chat instead of email.  If you don't see the option, change the location in the upper-right corner of your browser window to U.S. or U.K., or choose a slightly different category of issue.  You can also upload screenshots of your receipts when you submit the help request.

Hello, I'm having the same problem as @lolcg. I went to crashdumps but was not sure what to do next. (My game starts with a white screen and closes exiting but to origin). If you can help that would be awesome.https://docs.google.com/document/d/1q5fmF7f8A7EoSk7hhX8d9yLCLef2pdCXqkI8-fOsb9Q/edit?usp=sharing