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Valyssra's avatar
Valyssra
2 years ago
Solved

Cannot get into the game, stuck on loading page (pls help)

Hello

I cannot get in to the game and stuck on loading screen (green diamond).

I tried to clear EA cached at first.

I though that it might be mods problem so I back up data then uninstall game and download it again.

However, it didn't work even if I didn't put any mods in it.

I don't know what happen because I could play it yesterday then why today can't (I did not load more mods or anything)

Can anyone help please?

pc
  • puzzlezaddict's avatar
    puzzlezaddict
    2 years ago

    @Valyssra  The fact that the game works when your computer is offline but not online suggests that the problem is your antivirus, which may be objecting to some aspect of the connection to EA servers.  The definitive test is to disable your antivirus, temporarily of course, and try again to play.  As long as you don't do anything else at the same time, your computer should be safe, and you can reenable the antivirus afterwards regardless of the outcome.  If this helps, set exceptions for TS4_x64.exe and EADesktop.exe.

    It's also worth trying to open Sims 4 in windowed mode.  Fullscreen mode shouldn't be a problem only when your computer is online, but the errors in your dxdiag are often related to playing in fullscreen, and it's a simple test.  Go into Documents > Electronic Arts > The Sims 4, open Options.ini, search for fullscreen , and set it to 0 (zero).

    If that doesn't help, please try playing in a clean boot:

    https://support.microsoft.com/en-us/topic/how-to-perform-a-clean-boot-in-windows-da2f9573-6eec-00ad-2f8a-a97a1807f3dd

    The one service to leave enabled is the EABackgroundService, which the EA App needs in order to run.  Disable the rest as described.

    When you reboot your computer, go through the Task Manager's background processes list shutting down any service that doesn't absolutely need to be running, for example anything from MSI Afterburner to RGB software might still be enabled.  If you accidentally kill a critical process and it doesn't restart on its own, just reboot your computer again.

    Don't open anything other than Sims 4 and the EA App while testing, not even a browser window.

    Please test with no mods at all for now, just to keep things simple.  I agree with your assessment that the mods are not the cause of this issue, but they may introduce some other problem at some point, and it would be best to deal with that separately rather than wondering whether it's related to the current issue.

4 Replies

  • puzzlezaddict's avatar
    puzzlezaddict
    Hero+
    2 years ago

    @Valyssra  As a test, please try playing in a clean user folder.  Move the entire Sims 4 folder out of Documents > Electronic Arts and onto your desktop, and when you launch the game, a clean folder will spawn with no content.  (Your saves and other content will be intact in the folder you moved but temporarily not read by the game.)  Don't add anything to the new folder yet; just let me know whether you can get far enough to start a new save and play in live mode for a bit.

    If that doesn't help, please run a dxdiag and attach it to a post.

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

  • Valyssra's avatar
    Valyssra
    2 years ago

    @puzzlezaddict Thank you so much for your help.

    I tried to move whole folder to desktop then run the game.

    Not attached anything in new folder but still stuck at the loading screen.

    Troubleshooting I have tried

    1.Clear cached EA, Window explorer

    2.Update driver Nvidia to the latest version

    3.Uninstall and Re-install the game

    4.***Go offline, I can play live mode but cannot use gallery even I turn on wifi while playing the game (show loading and X mark)

    I put mods in the folder again and play offline, I could play normally so I assume it's not about mods problem.

    If I go online again, loading page still there forever.

    I've tried to fix this issue but got no idea.

    Thanks.

  • puzzlezaddict's avatar
    puzzlezaddict
    Hero+
    2 years ago

    @Valyssra  The fact that the game works when your computer is offline but not online suggests that the problem is your antivirus, which may be objecting to some aspect of the connection to EA servers.  The definitive test is to disable your antivirus, temporarily of course, and try again to play.  As long as you don't do anything else at the same time, your computer should be safe, and you can reenable the antivirus afterwards regardless of the outcome.  If this helps, set exceptions for TS4_x64.exe and EADesktop.exe.

    It's also worth trying to open Sims 4 in windowed mode.  Fullscreen mode shouldn't be a problem only when your computer is online, but the errors in your dxdiag are often related to playing in fullscreen, and it's a simple test.  Go into Documents > Electronic Arts > The Sims 4, open Options.ini, search for fullscreen , and set it to 0 (zero).

    If that doesn't help, please try playing in a clean boot:

    https://support.microsoft.com/en-us/topic/how-to-perform-a-clean-boot-in-windows-da2f9573-6eec-00ad-2f8a-a97a1807f3dd

    The one service to leave enabled is the EABackgroundService, which the EA App needs in order to run.  Disable the rest as described.

    When you reboot your computer, go through the Task Manager's background processes list shutting down any service that doesn't absolutely need to be running, for example anything from MSI Afterburner to RGB software might still be enabled.  If you accidentally kill a critical process and it doesn't restart on its own, just reboot your computer again.

    Don't open anything other than Sims 4 and the EA App while testing, not even a browser window.

    Please test with no mods at all for now, just to keep things simple.  I agree with your assessment that the mods are not the cause of this issue, but they may introduce some other problem at some point, and it would be best to deal with that separately rather than wondering whether it's related to the current issue.

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