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EA_Solaire's avatar
EA_Solaire
Icon for Community Manager rankCommunity Manager
3 years ago

[READ FIRST] Console Troubleshooting Guide and Known Issues (Patch 2.11)

Index:

Current Console Specific Open Bug Reports

Please update your game to the latest version, and then power down your console completely before restarting and launching the game. If this does not resolve your issue, please read below for direction on opening a bug report with more information if there is no current dedicated thread for your issue.

Xbox Update and Power Instructions

Spoiler

1. Turn off Your system completely

  • Turn off your console by pressing the Xbox button on the front of the console for about 10 seconds, until it shuts down completely.
  • Unplug the console's power cable. Wait 10 seconds.
    Important Be sure to wait at least 10 seconds. This step resets the power supply.
  • Plug the console power cable back in.
  • Press the Xbox button on your console to turn it on. 

2. Make sure your game is up to date.

  • To set your console to automatically receive updates:
    • Press the Xbox button to open the guide.
    • Select System > Settings > System > Updates & downloads.
    • Select Keep my console up to date for console and Keep my games & apps up to date for games and apps.

3. Make sure your Console system software is up to date. 

  • Make sure your console is connected to the internet, and then press the Xbox button to open the guide.
  • Select System > Settings > System > Updates & downloads.
  • Under Updates, you’ll see:
    • Console update available. Select this button to begin your update, or
    • No console update available. This means your console is up to date.

PlayStation Update and Power Instructions

Spoiler

1. Turn off Your system completely, let it sit for a few minutes and power it back on. 

2. Make sure your game is up to date. 

  • Go to the PlayStation home screen. 
  • Highlight the game you're playing and press the Options button on your controller.
  • Select "Check For Update" and install any updates that are available.
  • Restart the Console completely.

3.  Make sure your console system software is up to date. 

  • Select Settings at the top of the PlayStation home screen.
  • Choose "System Software Update" and allow any system updates to install.
  • Reboot your PlayStation.

Having issues with a system software update? Follow these guides:

Here are the current issues and open bug threads for Xbox and PlayStation. Please read through the following and post your issue in the corresponding thread- if your issue does not have a dedicated thread listed here, please open a new bug report following these steps so we can further track the issue. 

General Tech Issues:

[NEEDS INFO] - Crashing in Build/Buy Mode and when traveling 
[NEEDS INFO] - Paint Mode in CAS crashing game 
[NEEDS INFO] - Endless load times
[NEEDS INFO] - Menus scrolling too quickly 

[UNDER INVESTIGATION] - DLC pop-up stuck on screen
[UNDER INVESTIGATION] - Cursor is missing 

[REVIEWED] - Updating Graphics Settings message
[REVIEWED] - Lag when adjusting camera 


Live Mode:

[NEEDS INFO] - Interaction menu lagging when selecting objects
[NEEDS INFO] - Sims won't perform queued commands 

[REVIEWED] - HUD disappearing 
[REVIEWED] - Lagging when cooking 

Create A Sim:

[UNDER INVESTIGATION] - Unable to select tattoos in CAS 


Build Mode:

[UNDER INVESTIGATION] - Unable to scroll in Build Mode 

[REVIEWED] - Freezing after placing roof
[REVIEWED] - Unable to rotate roofs


Eco Lifestyle:

[UNDER INVESTIGATION] - Evergreen Harbor flickering pyramids 


Growing Together:

[UNDER INVESTIGATION] - Can't scroll on expanded list of milestones 


Life & Death:

[UNDER INVESTIGATION] - Unable to select genetics options after Rebirth 

playstation
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  • EA_Solaire's avatar
    EA_Solaire
    Icon for Community Manager rankCommunity Manager
    3 years ago

    Crashing Issues

    These crashes are not reproducible crashes, they happen without warning and at different times during gameplay.

    This issue is most common with:

    • Original PlayStation/Xbox Consoles
    • Very old save files
    • Saves with lots of played households
    • Lots of items in builds, including the use of lots of different packs in builds
    • Lots of Sims in relationship panels of played Sims because of lack of game relationship culling 
    • The use of large lots (50x50, 64x64)

    To help prevent crashing you can try:

    • Placing fewer items on your lots
    • Set your maximum Sim count to 80 (You can find this setting under Game Options-> Gameplay)
    • Delete everything from Sim's and household inventories for all played Sims
    • Save often

    Saving your played Sims and households/houses to the library and placing them down in a brand new save may help with the crashing - especially if you're playing on a very old or large save file. 

    Please also try the following general troubleshooting steps to help prevent any crashing:

    Xbox:

    Spoiler

    Power cycle your console:

    • Turn off your console by pressing the Xbox button on the front of the console for about 10 seconds, until it shuts down completely.
    • Unplug the console's power cable. Wait 10 seconds.
      Important Be sure to wait at least 10 seconds. This step resets the power supply.
    • Plug the console power cable back in.
    • Press the Xbox button on your console to turn it on. 

    Check that your game is fully updated:

    To set your console to automatically receive updates:
    • Press the Xbox button to open the guide.
    • Select System > Settings > System > Updates & downloads.
    • Select Keep my console up to date for console and Keep my games & apps up to date for games and apps.

    Check that your console system software is updated:

    • Make sure your console is connected to the internet, and then press the Xbox button to open the guide.
    • Select System > Settings > System > Updates & downloads.
    • Under Updates, you’ll see:
      • Console update available. Select this button to begin your update, or
      • No console update available. This means your console is up to date

    Delete your Sims 4 save files (Note! Please save your households/lots to your online Gallery before doing this step or you will permanently lose your families/builds)

    • On Home, select My games & apps.
    • Highlight the game, press the Menu button on your controller, and then select Manage game & add-ons.
    • In the menu on the left side of the screen, scroll down to Saved data, then highlight the saved data for your gamertag on the right and press the A button on your controller.
    • You'll be prompted to confirm deletion of this game save data:
      • Delete everywhere removes your saved data from this console, the cloud, and all other consoles you play on. You do not want to sync the Autosave from the cloud, you want the game to make a new one.

    Uninstall and Reinstall the game:

    Uninstall

    • Press the Xbox button to open the guide, then select My games & apps > See all > Games.
    • Highlight the game you want to uninstall, press the Menu button select Uninstall, and then follow the prompts.

    Reinstall

    • You can then reinstall the game by inserting the disc or downloading it again from the Microsoft Store or Xbox Game Pass, or go to My games & apps > Full library.
    • DLC - Highlight the Sims 4 on the dashboard. Press the Menu button, Select Manage Games and Addons. Install all the DLC from there.

    PlayStation:

    Spoiler

    Turn off Your system completely, let it sit for a few minutes and power it back on.

    Check that your game is fully updated:

    • Go to the PlayStation home screen. 
    • Highlight the game you're playing and press the Options button on your controller.
    • Select "Check For Update" and install any updates that are available.
    • Restart the Console completely.

    Make sure your console system software is up to date. 

    • Select Settings at the top of the PlayStation home screen.
    • Choose "System Software Update" and allow any system updates to install.
    • Reboot your PlayStation.

    Having issues with a system software update? Follow these guides:

    Uninstall and Reinstall the game:

    • Go to Settings > Application Saved Data Management > Saved Data in System Storage > Delete.
    • Select a game or application.
    • Set check marks beside the data you wish to delete or Select All.
    • Select Delete > then OK to confirm your decision.
  • EA_Solaire's avatar
    EA_Solaire
    Icon for Community Manager rankCommunity Manager
    3 years ago

    DLC issues

    My DLC is showing as unowned or has gone missing in-game!

    Please be sure your DLC is fully installed to your console with the following steps:

    Xbox:

    • Highlight The Sims on the dashboard
    • Press the Menu button on the controller
    • Select "Manage Games and Add-ons" 
    • You should see an option here to "Install" your DLC

    PlayStation:

    • Restore the licenses on your console 
    • Go to your Game Library 
    • Scroll to Your Collection
    • Select The Sims 4
    • Scroll down to Add-Ons and locate your DLC here
    • Select the DLC in this list and select Install
    • When the download finishes, let your new content install and restart The Sims

    I own expansions on physical disks, but cannot play them all at the same time!

    Currently you can not use two different disks concurrently to play any DLC or expansions. If you put one disk in, the other disk content will not appear.

    • Start a new save for the new DLC disk and play a game just for that DLC. You can transfer Sims to the new game using the library.
    • Request a refund from the retailer you purchased the second disk from and purchase it digitally through your console if you want to use both at once.

    I can't find Cats and Dogs in the Store not bundled! Can I purchase just Cats and Dogs DLC? 

    Cats and Dogs in the Xbox/PlayStation Store is currently bundled with My First Pets Stuff, the cost of this bundle is the same as purchasing Cats and Dogs DLC on it's own.

    • If you already own Cats and Dogs, you only need to purchase the My First Pets Stuff pack.
    • If you already own Cats and Dogs, and only wish to buy My First Pets, you can add the Cats and Dogs bundle with My First Pets to your cart, and only be charged for My First Pets at checkout.
    • If this is your first time buying Cats and Dogs, you will automatically get My First Pets Stuff in addition to Cats and Dogs.

    Can I transfer my DLC from PC to console, or from console to PC?

    Any DLC purchased from one platform is not transferrable to another, i.e. you cannot transfer DLC between Xbox to PlayStation, from EA app to Xbox. 

  • EA_Solaire's avatar
    EA_Solaire
    Icon for Community Manager rankCommunity Manager
    2 years ago

    Error Code: 0

    When you see Error Code: 0 when trying to save your game, that typically means your console is running low on storage space for The Sims 4. 

    To help clear up this error and allow you to save, please try the following:

    • Remove a number of lots, room, or households that you currently have saved in your Library section of The Gallery- specifically larger lots or more complex lots that use many items.
    • If you are using all 10 save file slots, you'll need to delete some of the older and larger save files that you no longer use to help clear up space.
    • Check your Sim's inventory and delete your saved photos to allow for more space. 

About The Sims 4 Technical Issues - Consoles

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