Game doesn't start - screen freezes

Question

I'm playing Sims 4 on my Microsoft Surface Laptop.

At first it worked properly well, but since about two months (and a little bit) my game doesn't start anymore after an update. It freezes on the loading screen, sometimes I can hear the sounds (also when I touch my screen), but I can only see some changes if I press the Windows button and open the game again. It is only possible to close it via task manager.

I don't use mods or anything else, just the base game and some extension packs. I tried every method which was recommended to me (for example repairing it via the EA App, deleting some folders etc.), but it still doesn't work.

Just a few minutes ago, after repairing it many times in a row it worked for a few seconds, but when I pressed the Windows button and entered the game again it was frozen.

I don't know what to do anymore... especially as I invested some money for extension packs and now I'm not able to use them.

I'd be glad if you could help me and solve my problem.

crinrict · Answer

Hi offnzirkus​&nbsp;
have you already tried to rename your user folder and let the game create a new one ?

offnzirkus · Answer

Hey crinrict​,yes, I‘ve already tried also this method.

crinrict · Answer

Move your post to the PC tech forum. Someone else will assist you further.

puzzlezaddict · Answer

offnzirkus​&nbsp; Please change the settings in this post, from bibliomak:
Sims 4 Crashing/Freezing/Lag, Surface Pro 7 | EA Forums - 11836525
The thread was originally about a different model Surface, but it applies to yours as well.