im having troubles getting my sims charcter to pop up in create a sim

I went to make a new game on the sims 4 game and when I went to create a sim the screen was only blue and nothing popped up then when I clicked the x to reset the current household everything but the actual sim popped up. The face of the sim also didn't pop up in the bottom left like it usually does. Also, I tried resetting the game exiting out of it and with old saves with sims and nothing is working.