Cant play with my sims or save progress

Question

Hi. please can someone help me. i play Sims 4 all the time on my laptop. I have all of the expansion packs. now it is not working. i cant play with my families or save progress. I do not have any mods. I have tried a repair, a reinstall and today EA told me to copy Saves and Tray into a new Sims 4 folder. None of these things worked. Can anyone help me PLEASE!?

jpkarlsen · Answer

@BigEyes1517&nbsp;Try doing a factory reset as described in this post: http://answers.ea.com/t5/The-Sims-4/FAQ-Troubleshooting-Steps-amp-Known-Issues/m-p/3621199

jpkarlsen · Answer

@BigEyes1517&nbsp;What happens when you try to play?

bigeyes1517 · Answer

@jpkarlsen Thank you. When I try to play with a family it goes to the blue screen with the green diamonds for 10 to 20 seconds and returns to the worlds screen. When I try to save in build mode an error message comes up. The code is 416:92205a92:365d8a95.

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Cant play with my sims or save progress

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