AUDIO ISSUE - THE SIMS 4

@peiyeechong  What audio issue are you having?  The game itself runs fine most of the time, so the issue isn't any game data per se, more like the interaction between Sims 4's audio features and some hardware or software that a few people use.

Please run a dxdiag and attach it to a post.

https://help.ea.com/en-us/help/pc/how-to-gather-dxdiag-information/

And let me know whether the same issue happens when you use a different sound device, e.g. headphones connected via Bluetooth vs. built-in speakers.

@puzzlezaddict i am currently using "Speakers (Realtek High Definition Audio) . i have run the dxdiag and will attach into the post. I have tried using speakers/earphones , without any external device. non of it works. when i start the game, no audio sound at all.

@peiyeechong  There are a lot of Origin errors in your dxdiag, so it's worth doing a clean uninstall and reinstall.  Although it's an unusual cause, I have seen people fix sound issues by troubleshooting Origin.

• Quit Origin, then right-click on the Task Bar and open the Task Manager.  Scroll through looking for Origin entries.  If you find any, click on them and End Task.
• Clear Origin's cache.
• Download Revo Uninstaller (the free version is fine) from here.
• Launch Revo, select Origin from the list, and click Uninstall.
• When it finishes uninstalling, select "Moderate" under "scanning modes," and click Scan.
• If Revo finds any remaining registry entries, select all, delete, and click Next.
• Revo will display "Remaining Data and Folders."  Select all of them except for the "Origin Games" folder, if it appears.  (This is where Sims 4 and other Origin games are installed by default.)  Delete the rest.
• Close Revo, and restart your computer.

Next, download the full Origin installer and run it.  Here's the direct download link:

http://download.dm.origin.com/origin/live/OriginSetup.exe

Be sure to run both the installer and Origin itself as an admin: right-click on each and select "Run as Administrator."

Restart again before trying to play.

If you still don't have any sound, try updating your Realtek audio driver.  Hit Windows key-X, select Device Manager, expand the Audio inputs and outputs section, click on the Realtek entry, and click the black and green "Update device driver" icon at the top of the window.  That alone might help, but if not, you can repeat the process for the other devices listed in the audio and sound categories.  In any case, restart your computer after installing a driver and before testing.

By the way, please let me know if Windows tells you there's no new Realtek audio driver.  Yours is from 2015, so that would be odd.

@puzzlezaddict hmmm i have tried each step. clearing all the cache and uninstalling the origin and redownload and also with updating the audio driver. Still no audio on the game. i have reupload a new dxdiag file. Appreciate if could help to take a look that is there is many error in it >< Thanks a bunch!

@peiyeechong  Either there aren't any new errors, or the new errors are the same as the old ones.  They may be related to the graphics driver, although an older driver doesn't usually cause sound issues.

Since it's simpler, try removing options.ini from Documents\Electronic Arts\The Sims 4.  This will reset all your in-game settings, including the sound settings.

If that doesn't help, try installing a new driver for your Nvidia graphics card.  You can get the newest one here:

https://www.nvidia.com/Download/driverResults.aspx/170799/en-us

Restart after installing and before trying to play.

If that doesn't help, please look for any relevant errors in the Reliability Monitor.  Hit Windows key-R and enter "perfmon /rel" without quotes.  You'll see a list of errors and updates, with a column for each day.  (Today is all the way on the right.)

For any errors that mention Origin or Sims 4 from after you install the new graphics driver, click "View technical details," then copy the information and paste it into a text document.  (Notepad is fine.)  You can attach the file to a post as you did with your dxdiag.  Soetimes the Reliability Monitor doesn't update right away, so if you don't see any related errors, be sure to check back an hour or two.  The timestamp on the initial chart can also be off by up to an hour, so that's not an entirely reliable metric, but the one within the technical details should be accurate.