Re: [FIXED] Problems playing Sims 4 on the 16" MacBook Pro

Does anyone know how to fix the glitch where the floor disappears in all of the in game lots? I've seen this question asked before (example), but can't find an answer. I've contacted EA support a few times, and at this point they've run out of ideas. They said the only thing left to do was to post here. 

The Glitch: (https://imgur.com/a/PbY6UZG)

When entering a lot the floor disappears and the developer space below the game's ground level is visible. Objects float above the ground, but the floor is missing and when trying to enter Build Mode the game crashes. When a sim walks or tries to route through the the transparent space the game crashes. This happens on all the lots, base game and expansion worlds. 

This is after a fresh install of Origin and The Sims 4 onto a new 2019 Macbook Pro. No previous saves, CC, or any old files. I've reinstalled Origin twice, reinstalled the game and expansions twice, repaired the game, reset Origin, booted the computer in safe mode, created a new separate administrator account, contacted EA Help, changed the graphics settings, and toggled between windowed and full screen. 

Tech Specs: 

OS: 10.15.4

Processor: 2.3 GHz 8-Core Intel Core i9

Memory: 16 GB 2667 MHz DDR4

Graphics: AMD Radeon Pro 5500M 4 GB, Intel UHD Graphics 630 1536 MB

Any ideas would be really helpful at this point. 

See image: https://imgur.com/a/PbY6UZG

My MacBook is the base model 16” with i7 processor, AMD Radeon Pro 5300M 4GB, 512GB storage. It’s brand new. I installed the game and as soon as I load live mode the screen either tears or crashes. I’ve disabled iCloud and vertical display in game and turned on vertical sync. I’ve also put the sims 4 folder on my desktop, uninstalled and reinstalled, repaired the game, deactivated origin in game, but nothing works. Please help.

I've literally tried everything at this point and I need help. After the update, the game was crashing non stop even after completely moving mods and cc (I made sure to take them out before updating). After trying to repair the game on origin with no change I uninstalled it and re-installed it. The game no longer quits when playing but the floors on all the lots are missing, just empty spaces underneath the buildings and a weird black space on the lot where the sims I play live (pictures attached). The missing floors was happening after the update as well but I thought that would be taken care of after reinstalling, I was more concerned with the crashing. Now the crashing has stopped but the floors are still missing, no mods or cc added still.
Please help!

Hi, I am playing on a Mac 

Thanks for replying so quickly, here's all the info:

• Operating System macOS Catalina Version 10.15.4
• Mac model MacBook Pro 16-inch 2019
• Processor 2.3 GHz 8-Core Intel Core i9
• Memory (RAM) 16 GB 2667 MHz DDR4
• Graphics Intel UHD Graphics 630 1536 MB
• Are you attempting to play the normal version of the game or the Legacy Edition? Normal Version
• Are you running any antivirus? No
• Have you tried to repair the game in Origin? Right click on the game in My Games and select Repair Game. Yes, once before uninstalling and once after it was reinstalled. Both times nothing changed 
• Do you use CC/Mods? If so, have you tried removing them and seeing if that fixes your problem? I use them but I took them out before uninstalling and I haven’t put them back since 

Thanks, the game was running perfectly before the June patch

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@kace12345 wrote:
@Bluebellflora Good point!

It's also surprising that some 16' Mac users have only begun to experience this issue after the latest update, while others have been experiencing it since December.

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Yep. I've noticed the City Living references and am wondering if any others may be contributing to the problem. People buy and install packs all the time so it may be that their game is fine and then breaks after installing a specific patch 🤔

So I was really excited, after completing the build of the house where I first noticed this problem, thinking that this problem was resolved - although how I have no idea. 

Last night I created a brand new save file to focus solely on building. I'm about 3-4 hours in on my first house and all of a sudden, the game is crashing and the floor is back to disappearing again. 

A few observations though. 

I had the game settings on Ultra. Although my Mac can handle that perfectly, performance was being really hammered outside of the game. As my long-term plan for this machine is to setup a Sims channel on YouTube and then doing streaming, too, I decided to tweak it a little and enabled laptop mode. 

I then loaded the game up again after this and that was when I started to notice a problem - perhaps this is behind the issue? 

My games crashes every time I play, and if the house has more than 1 floor, the floor in between is invisible. I already reset the game with a backup file and even with the clean brand new game, it crashed after a couple of minutes.

Usually every time I click to change how I view the walls, it crashes. I first tried deleting everything, created a new game and it was perfect on the first day, I turned it off and the next day when I tried to play again, the same issues were back. Glitching screen and invisible floor, and as soon as I click to change the walls, it crashes. Now this time I did the backup and reset the game, with a brand new one, I created a new family and put it on an empty lot, the second I tried to put one of the houses from the gallery, it crashed again while loading.

I play on a new Macbook Pro, IOS updated, so the problem is not system requirements.

I don't know what else to do, I can't keep deleting everything every time, and just never close the game or never turn off my computer in hopes that this never happens.

@anapgontijo 

Please can you provide more information about your Mac. Instructions on how to do so and what to provide here - http://answers.ea.com/t5/The-Sims-Mac/READ-FIRST-Sims-4-Mac-Help-Guides-and-Troubleshooting/m-p/4612396/highlight/true#M162

@anapgontijo

Thanks. Have a look at this thread on the new 16" MBPs and how the game performs on them. There are various tips in the opening post which may mitigate some of the issues you're experiencing https://answers.ea.com/t5/Technical-Issues-Mac/NEED-INFO-Problems-playing-Sims-4-on-the-16-quot-MacBook-Pro/td-p/8750583