Game UI not loading and my Sim has a broken texture

Hi CasualSimmer4096​ 

Try the following

- Close the game
- Rename Documents\Electronic Arts\The Sims 4 to Documents\Electronic Arts\The Sims 4_Old
- Repair the game
- Start the game. All your content will be gone now as the game created a new folder. All your saves/.. is still in the old folder so not to worry. 
- Start a new save game
- Check if you still have the error
- Report back with your results for further steps on how to get your stuff back.

Even after renaming The Sims 4's folder to The Sims 4_Old and repairing the game and everything, the UI still isn't showing up

Do you have any LastException files in Documents\Electronic Arts\The Sims 4 ?

- Delete the ones you have
- Trigger the error again
- Check if new ones are created
- If that is the case, please copy/paste the content here. You can open the file with any text editor.

Deleting the file won't fix your issue. Posting the info is meant for troubleshooting. 

Are the textures back ?

Here's my Last UI Exception: <?xml version="1.0" ?><root>
<report><version>2</version><sessionid>dc5ad1948cc155c56887cf4d</sessionid><type>desync</type><sku>ea.maxis.sims4_64.15.pc</sku><createtime>2025-07-28 19:34:42</createtime><buildsignature>Local.Unknown.Unknown.1.116.232.1030-1.200.000.666.Release</buildsignature><categoryid>(AS)gamedata.Gameplay.shared::GameplayStateData</categoryid><desyncid>dc5ad1948cc155c56887cf4d</desyncid><systemconfig/><screenshot/><desyncdata>TypeError: Error #1009: Cannot access a property or method of a null object reference.&#13;&#10;    at gamedata.Gameplay.shared::GameplayStateData/GetSimRankedStatisticProgressUpdate()&#13;&#10;    at widgets.Gameplay.SimInfoHUD.SimInfoTray::SimInfoTrayMain/HandleSimActivated()&#13;&#10;    at olympus.core.widget::WidgetBase/Initialize()&#13;&#10;    at olympus.core::LayoutManager/LoadWidgetCompleteHandler()&#13;&#10;rtim=33705&#13;&#10;Client Session Time: 56.02&#13; &#10;Num Save Errors: 0&#13; &#10;Num Load Errors: 0&#13; &#10;Current Game State: 0x96d01090&#13; &#10;LoadingScreenActiveFlag: 1&#13; &#10;Origin Version: 13,515,0,6028&#13; &#10;Modded: False&#13; &#10;SystemInfo: Windows 11 10.0.27909 GPU: Intel(R) UHD Graphics  32.0.101.6790, GUID: E1A9A3EB-6ACB-11F0-96C8-00155DD610D1&#13; &#10;</desyncdata></report>
<report><version>2</version><sessionid>dc5ad1948cc155c56887cf4d</sessionid><type>desync</type><sku>ea.maxis.sims4_64.15.pc</sku><createtime>2025-07-28 19:35:11</createtime><buildsignature>Local.Unknown.Unknown.1.116.232.1030-1.200.000.666.Release</buildsignature><categoryid>(AS)gamedata.Gameplay.shared::GameplayStateData</categoryid><desyncid>dc5ad1948cc155c56887cf4d</desyncid><systemconfig/><screenshot/><desyncdata>TypeError: Error #1009: Cannot access a property or method of a null object reference.&#13;&#10;    at gamedata.Gameplay.shared::GameplayStateData/GetSimRankedStatisticProgressUpdate()&#13;&#10;    at widgets.Gameplay.SimInfoHUD.SimInfoTray::SimInfoTrayMain/HandleSimActivated()&#13;&#10;    at olympus.io::CommunicationObject/Dispatch()&#13;&#10;    at olympus.io::CommunicationManager/SendUIMessage()&#13;&#10;rtim=36572&#13;&#10;Client Session Time: 56.02&#13; &#10;Num Save Errors: 0&#13; &#10;Num Load Errors: 0&#13; &#10;Current Game State: 0x96d01090&#13; &#10;LoadingScreenActiveFlag: 1&#13; &#10;Origin Version: 13,515,0,6028&#13; &#10;Modded: False&#13; &#10;SystemInfo: Windows 11 10.0.27909 GPU: Intel(R) UHD Graphics  32.0.101.6790, GUID: E1A9A3EB-6ACB-11F0-96C8-00155DD610D1&#13; &#10;</desyncdata></report>
</root>

That is really odd that you have this even on a new save. It's not a UILE I recognize.

Is the texture issue also still present ? Did yesterday's patch change anything for you ?

Are you playing any scearnios on those saves and if so, can you test one that doesn't have one ?

1. The texture issue wasn't present when I started the save.
2. The latest patch hasn't fixed anything.
3. I'm not playing any scenarios on the save.

HI CasualSimmer4096​ 

thanks for getting back to me.

Could you post your Computer's DxDiag?

- Press Windows-Key + R
- Type: DxDiag
- Click on Save all Information.
- Attach the Text File to your post

Heya CasualSimmer4096​ 

In addition to the DxDiag crinrict​ requested, I would like to share your save file with the team for investigation if you're willing. 

You can find the steps for sharing saves here. 

Here are the 2 files:

DxDiag, Save

CasualSimmer4096​  Crinrict asked me to look at your dxdiag, and I see two obvious issues.  One is that the graphics driver is crashing repeatedly; the other is that the page file is almost all used.  This is where the processor stores data that would normally be in RAM but doesn't fit.

Your laptop's page file is large enough in general, but if you have a lot of apps open, even if they're running in the background and you're not aware, that could explain why it's almost all used.  It's possible it could explain the game issues, although the graphics driver crashes could too.  And the game issues could be triggered by a conflicting app even without the page file problem.  So please try playing in a clean boot, which means preventing all non-Microsoft services from opening.  Here's how:

https://support.microsoft.com/en-us/topic/how-to-perform-a-clean-boot-in-windows-da2f9573-6eec-00ad-2f8a-a97a1807f3dd

The one service to leave enabled is the EABackgroundService, which the EA App needs in order to run.  Disable the rest as described.

When you reboot your computer, go through the Task Manager's background processes list shutting down any service that doesn't absolutely need to be running, for example various HP apps might still be enabled.  If you accidentally kill a critical process and it doesn't restart on its own, just reboot your computer again.

Don't open anything other than Sims 4 and the EA App while testing, not even a browser window.

If this helps, you can selectively reenable services until you find the culprit, then either leave that disabled or (if it belongs to an app you want to keep using) let me know what it is so we can try to fix the underlying issue.

If it doesn't help, please clean-uninstall and reinstall the graphics driver, and try again.  Here's how:

https://crinrict.com/blog/2019/02/clean-re-install-of-graphics-drivers-with-display-driver-uninstaller-ddu.html

Use the newest driver HP provides for your laptop.  Go here:

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

Enter your serial number, choose your OS (just Windows 11 is fine) if prompted, click All Drivers, expand Driver-Graphics, and download the newest Intel driver by version number.  The first number matters most, e.g. 32 is newer than 31; after that, the last four numbers matter.

You can test not in a clean boot after reinstalling the driver if you want, but if that doesn't help, try the clean boot again.