I cannot load the game up as it just freezes and won't load. I've uninstalled and reinstalled the game and I've tried going about it with being offline but neither of those things have worked. I'm so frustrated with this game and not being able to play properly. Please can somebody help???

@JamesG768 Let's see if clearing the alternate MAC address will help. To do that, follow these steps:Go to your Xbox One Settings (Just press Start, then click Settings)Go to "Network", then "Advanced Network Settings"Click on "Alternate MAC Address", and then click "Clear" Try loading into the Sims 4 again and see what happens.

Hi there, @JamesG768. Thanks for reaching out to us about this. I'll try to help get this resolved for you. I'd like you to power cycle your equipment with the following steps: unplug your modem, router and console. After 2 minutes plug in the modem and router. Let them come back online completely. Then plug in your console and start it up. Let me know if that helps or not.

@EA_Aljo No it hasn't worked, still the same problem

@JamesG768 Thanks for trying. Do you happen to have anything plugged into a USB port other than an external hard drive? Maybe a racing wheel or Guitar Hero dongle? If so, unplug it and try installing again.

@EA_Aljo I'm finding if I go offline and load the game up then reconnect it works

Xbox one Sims 4 won't load | EA Forums

21 Replies

EA_Aljo
Community Manager
4 years ago
Hi there, @JamesG768.

Thanks for reaching out to us about this. I'll try to help get this resolved for you. I'd like you to power cycle your equipment with the following steps: unplug your modem, router and console. After 2 minutes plug in the modem and router. Let them come back online completely. Then plug in your console and start it up. Let me know if that helps or not.
JamesG768
4 years ago
@EA_Aljo No it hasn't worked, still the same problem
EA_Aljo
Community Manager
4 years ago
@JamesG768

Thanks for trying. Do you happen to have anything plugged into a USB port other than an external hard drive? Maybe a racing wheel or Guitar Hero dongle? If so, unplug it and try installing again.
JamesG768
4 years ago
@EA_Aljo I'm finding if I go offline and load the game up then reconnect it works
EA_Aljo
Community Manager
4 years ago
@JamesG768

Glad to hear it. It's possible this is connection-related then. If you like, we can try going through some troubleshooting or do you not really need help with this now?
JamesG768
4 years ago
@EA_Aljo I am able to play as long as I load the game offline so it would be handy to go through troubleshooting but it's no rush as I am able to finally play now
EA_Aljo
Community Manager
4 years ago
@JamesG768

Sounds good. I'd like you to go to the network settings screen on your Xbox and let me know what it says for the NAT type and IPv. Also, do you have the game installed on an external or internal hard drive?
JamesG768
4 years ago
@EA_Aljo NAT type: Open and IPv4 and it's an internal hard drive
EA_Aljo
Community Manager
4 years ago
@JamesG768

Have you checked to see if the game is up to date? To do this, select the Sims 4 tile and hit the Menu button on your controller. It's the one with the 3 horizontal lines on it next to the guide button. Next, choose Manage game & add ons. You should see here if there's an update available.
JamesG768
4 years ago
@EA_Aljo Yeah it's fully up to date. I notice that if I'm online at all it just won't load up and freezes on the load screen. It'll only work if I'm fully offline otherwise I have to restart the Xbox and start again whilst being offline. Once I'm off the load screen I can reconnect and there's no issue at all