Product: The EA app
Platform:PC
Error Report ID (learn how to create an Error Report ID in the sticky post)
Which client functionality are you experiencing this bug with? Other (Please Describe)
Please describe EA app won't load, the Sims 4 can't open without EA working
When did this happen? (dd.mm.yy hh:mm) 15/12/2023 - now
Summarize your bug When it first started I was trying to open the Sims 4. The "Connecting to the EA App" window popped up and then disappeared, but EA didn't open. So, I clicked on the EA app on my desktop to open it again, it took a second and then opened, but to a blank screen. The window only had the top left options menu and the minimize, maximize, and close options on the top right. I closed it and reopened it, same thing. I restarted my computer and opened the app, same thing again. I opened the menu and tried every single option to make the app load, change, or do anything other than show a blank screen, and nothing worked. The "Settings", "Sign out", "About", and all the "View" options did nothing. The Error reporter claimed there was an issue with my report and wouldn't submit it. The EA Help site also won't let me send an email or get into a live chat because the "bot authenticator" senses an issue with my report, whatever that means.
How often does the bug occur? Every time (100%)
Steps: How can we find the bug ourselves? I am unsure, I didn't do anything differently to have caused this to happen. I didn't install anything new or make any changes to my account, PC, network, or any settings on anything at all. It just won't load when I open it.
What happens when the bug occurs? I can't open the Sims, and if I go into Offline mode a message comes up saying it can't connect to the EA servers and that a restart should fix it. When I click restart, it closes and doesn't reopen. When I reopen it again it's just the same issue, no changes.
What do you expect to see? The actual app so I can play the Sims and have access to my account.
The Issue: (image attached)
When it first started, I was trying to open the Sims 4. I clicked on the Sims 4 and the "Connecting to the EA App" window popped up and then disappeared, but EA didn't open. So, I clicked on the EA app on my desktop to open it again, it took a second and then opened, but to a blank screen. The window only had the top left options menu and the minimize, maximize, and close options on the top right. I closed it and reopened it, same thing. I restarted my computer and opened the app, same thing again. I opened the menu and tried every single option to make the app load, change, or do anything other than show a blank screen, and nothing worked. The "Settings", "Sign out", "About", and all the "View" options did nothing.
What else I tried:
The Error reporter claimed there was an issue with my report and wouldn't submit it. I went to the internet and have tried all the possible fixes for this problem since it started and nothing has worked. I've uninstalled & reinstalled (control panel/ Revo/ settings), cleared the cache (with and without the EA recovery), given administrator rights, restarted, reloaded, attempted to use the EA updater (which claims EA is up to date), updated drivers (Norton/ Driver Reviver), disabled firewalls, closed background programs, and probably a dozen other obscure things to get it to load properly and STILL, nothing works. The EA Help site also won't let me send an email or get into a live chat because the "bot authenticator" senses an issue with my report, I don't even know what that means??
My dear sister had the same issue a few months ago, and the only way she managed to fix it was through hard resetting her entire PC. As in wiping everything clean and then reinstalling it all. She can now play the Sims again and hasn't encountered the same issue since. That, I do not consider a genuine solution.
The Only Progress I've Made: (image attached)
When I go into offline mode through the in-app menu, it says it can't connect to servers. No matter how long I wait, nothing happens. I restart the app, same thing. If I go back into online mode it shows the "You're back online" screen and asks me to restart. The app does not, in fact, restart when you hit the button labelled "Restart". It just closes, and then I can manually try to open it. Then it will open, not on the first, but on the second try. And magically, I'm right back where I started with a fully blank screen. So fun!
Please, Help.
I am, clearly, beyond frustrated and having a generally terrible time. I would love to be able to play the game I've poured way too much money into, please. Only, of course, if the EA App gods were to allow such an uncanny thing to occur. Or maybe if the devs just made a working app, but that wish is about as insane and unrealistic as believing the EA App has sentience and just hates me.
In conclusion, I've tried so many things and put off having to write this all out for so long. I am so tired of not being able to access my game. At least give me a refund for all those packs.
