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5W33P3R's avatar
5W33P3R
6 years ago
Solved

Accounts -> My Cases (Then nothing but a loading screen)

Since the latest Sims 4 update some time in November 2019, whenever I load into a household it crashes. I was advised to upload my stats to EA -> Accounts -> My Cases, however, every time I open My Cases and click on the only one that's there (which is closed), it endlessly loads. What can I do? I've tried it on just about every Internet Browser I know.

pc
  • puzzlezaddict's avatar
    puzzlezaddict
    6 years ago

    @5W33P3R  Your saves will be in the folder you move to your desktop.  So they won't show up while you're testing.  But once you get the game running again, you can copy them into the new game folder in Documents\EA, and they'll be available to load again.  Plus, in the meantime, if you need to experiment a bit, you can do so on a new save you don't care about rather than messing with your existing saves.

8 Replies

  • puzzlezaddict's avatar
    puzzlezaddict
    Hero+
    6 years ago

    @5W33P3R  I'm not sure why the EA help site isn't working for you.  But if you'd like to troubleshoot your game issue, I can move this thread to one of the relevant Sims 4 sections.  Please let me know whether your computer runs Windows or macOS, and which version, as well as whether you've downloaded the Legacy Edition or not.

  • 5W33P3R's avatar
    5W33P3R
    6 years ago

    I've read this comment before for someone else with the same problem. I'm on PC and what is the Legacy Edition?

  • puzzlezaddict's avatar
    puzzlezaddict
    Hero+
    6 years ago

    @5W33P3R  I've moved your post to the PC tech section.

    The Legacy edition is for people whose computers don't support the current version of Sims 4 anymore.  If your PC runs Windows in 64-bit, you're fine.

    Please remove your entire Sims 4 game folder from Documents\Electronic Arts; you can put it on your desktop.  Launch the game (which will create a clean folder with no content), start a new save, look around a bit, save, quit, reload, and see whether you can get back into the house.  Let me know either way.

  • 5W33P3R's avatar
    5W33P3R
    6 years ago

    OK will do, will I get all my old saves back if I do?

  • puzzlezaddict's avatar
    puzzlezaddict
    Hero+
    6 years ago

    @5W33P3R  Your saves will be in the folder you move to your desktop.  So they won't show up while you're testing.  But once you get the game running again, you can copy them into the new game folder in Documents\EA, and they'll be available to load again.  Plus, in the meantime, if you need to experiment a bit, you can do so on a new save you don't care about rather than messing with your existing saves.

  • 5W33P3R's avatar
    5W33P3R
    6 years ago

    OK mate, did that and everything was fine. Should I move the old Sims 4 folder back?

  • puzzlezaddict's avatar
    puzzlezaddict
    Hero+
    6 years ago

    @5W33P3R  Since the game works with a clean folder in place, the problem is something in your old game folder.  If you have mods or custom content, those are the most likely culprit—a lot of third-party content broke with the most recent patch.  You can test your mods and cc by moving the files to your clean game folder in batches; any batch that causes a crash needs to be split and tested again until you find the problem.

    Once you've gotten your mods and cc sorted out (or start here if you don't use any), you can copy the contents of your Saves and Tray folders from the old game folder to the new one.  Don't copy over the other files though, since one of them might also be corrupt.  Most of those other files are inessential and will be recreated as needed.  Here's a complete explanation of everything in your game folder:

    https://sims4.crinrict.com/eng/2014/09/user-files-explained/

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