Sims 3 not launching on new windows 10 laptop

@marinamennear  Please move the enitre Sims 3 folder out of Documents\Electronic Arts and onto your desktop and try playing again.  If that doesn't work, switch to a different admin account again.

If that doesn't help either, try using a different wifi connection, for example setting up your phone as a local hotspot.  Make sure it's using data, not your home wifi.

I’m sad to report that these solutions didn’t work either ☹️ 

@marinamennear  It's worth contacting EA customer support to make sure that there's nothing wrong with your account.  For example, some people find their base game product keys blocked or deactivated; while this presents a bit differently than what you've described, it's the kind of issue you'd never be able to diagnose from your end.  So please ask about the status of the game and your packs, as well as whether there's any other block on your account.

https://help.ea.com/en/contact-us/

If there's nothing wrong on the EA end, we can keep troubleshooting, but that would of course be a waste of time if there was something about your account preventing you from playing.

Thank you, a friend from work mentioned this as well when I told her about this. Hopefully this will be the solution. I'll let you know. Thanks again for all your help.

Alright, so on august 12th I spent a little more than 2, in-consecutive hours, on the phone with EA. It's not smart on my part to wait this long to reply, but this is so frustrating that I left it for a couple weeks, I'll try to remember everything we did. On the first phone call he downloaded a new version of the sims 3 onto my origin account, he was sure this was the solution, but, naturally with my luck it wasn't. Second phone call we were looking into my graphics cards, I believe I turned off one the two that came if my laptop off, and tried launching it again, did't work. Third phone call we downloaded a bunch of files called "VC_redistx64" and "VCresdist_x84" and installed those, but it didn't launch, and at that point I left it and didn't call back a forth time, because, oh my god this is annoying. The technical support guy on the third call said something like, he's sure it's some program or setting on my laptop is preventing the game from launching. I'm really at a loss though at what could be preventing it from launching considering I've tweaked some much so far. 

@marinamennear  Since you first posted, two other users with Acer laptops have reported the same issue.  More specifically, your three laptops all have the same processor and the same graphics driver, which strongly suggests that the driver itself is the issue.  Unfortunately, Acer doesn't provide a newer driver at this time.  But you can force the install of the newest Intel driver for your graphics chip.  I explained how to do it for another user here:

https://answers.ea.com/t5/Technical-Issues-PC/sims-3-not-launching-on-windows-10-acer-notebook/m-p/10641075#M247498

This user didn't get back to me, so I have no idea whether they tried the new driver, let alone whether it worked.  The driver itself is compatible; it's just that the driver provided by Acer is tailored to your particular computer as opposed to being more generic.  Many laptop manufacturers block users from installing their own drivers for this very reason.  But that doesn't mean it won't work, just that it's best not to replace the manufacturer's driver unless you have a very specific reason for doing so.

@miniyo9914  Try reinstalling DirectX 9, as described here:

https://answers.ea.com/t5/Technical-Issues-PC/SIMS-3-GAME-WON-T-LAUNCH-WINDOWS-10/m-p/10700883#M247761

If that doesn't help, please run a dxdiag and attach it to a post.

https://help.ea.com/en/help/pc/how-to-gather-dxdiag-information/

I have the same exact problem at the moment, tried reinstalling DirectX and did all the other things mentioned... any chance you could help me out? nothing seems to work ☹️

@shikaritani  Please run a dxdiag and attach it to a post.

https://help.ea.com/en/help/pc/how-to-gather-dxdiag-information/

Thanks in advance!!

@shikaritani  First of all, please undo any compatibility setting you're using for Sims 3; the game runs just fine in Windows 10.

Your dxdiag shows that Origin is crashing repeatedly, and while it's not necessarily related to the Sims 3 issue, it's worth doing a clean uninstall and reinstall of Origin:

• Quit Origin, then right-click on the Task Bar and open the Task Manager.  Scroll through looking for Origin entries.  If you find any, click on them and End Task.
• Clear Origin's cache.
• Download Revo Uninstaller (the free version is fine) from here.
• Launch Revo, select Origin from the list, and click Uninstall.
• When it finishes uninstalling, select "Moderate" under "scanning modes," and click Scan.
• If Revo finds any remaining registry entries, select all, delete, and click Next.
• Revo will display "Remaining Data and Folders."  Select all of them except for the "Origin Games" folder, if it appears.  (This is where Origin games are installed by default.)  Delete the rest.
• Close Revo, and restart your computer.

Next, download the full Origin installer and run it.  Here's the direct download link:

http://download.dm.origin.com/origin/live/OriginSetup.exe

Be sure to run both the installer and Origin itself as an admin: right-click on each and select "Run as Administrator."  Let me know whether Sims 3 works.  If it doesn't, disconnect all nonessential peripherals (basically everything except mouse and keyboard), restart your computer, and try again.

@CirrocA  This kind of thing does get figured out most of the time.  Please run a dxdiag and attach it to a post.

https://help.ea.com/en/help/pc/how-to-gather-dxdiag-information/

Please also let me know whether the game has ever run on this computer and whether you've ever had two EA/Origin accounts merged.