crashing on startup

@gotsalty  If you haven't already—I'm not sure from your description exactly what you deleted—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, if it launches, 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/

I've done that already, I even uninstalled the game completely but it still crashes as soon as it starts running. and theres my dxdiag file.

@gotsalty  Your dxdiag shows that Sims 4 is crashing with a breakpoint error, which has a few different causes.  One is a corrupt or incompatible graphics driver, and yours is from early 2020, so the first step is to update it.  Go here:

https://support.hp.com/us-en/drivers/laptops

Enter your laptop's serial number, choose your OS (just Windows 11 is fine) if prompted, and you'll land on the driver download page for your system.  Rather than let HP look for updates (you can do that later if you want), click All Drivers, then Driver-Graphics, and look for the newest Intel graphics driver by release date.  Download and install that, and restart your computer.

The other common cause of breakpoint errors is Sims 4 running out of memory.  While your laptop has enough RAM to run the game, it's possible other services are using too much of it before you even try to play.  So when you've restarted your computer, please wait five minutes without opening any apps at all, then open the Task Manager (but nothing else yet).  Let me know how much memory is in use: it'll show as a percent value in the Memory header.  If it's close to or over 50%, click the Startup icon, take a screenshot of the list of startup apps, and post it here.

Yeah, installing the new graphic driver didn't work. It changes from 62 to 73%. also it's saying I have like 106 background processes and I don't know what to do about that..

@gotsalty  I would disable Edge, Teams, BlueStacks, SteelSeries GG, and Wondershare from starting with Windows.  Personally, I'd disable the EA App too, which you can do inside the App itself, but that's not going to impact how Sims 4 runs since you'd have to open the App anyway.  The point here is that with everything currently running, your computer is somewhat low on memory before you even open Sims 4.

One other useful step you can take to help with memory management is to increase the size of the page file, which is where your processor stores data that would normally be in RAM but doesn't fit and isn't immediately needed.  Here's how (option three):

https://www.elevenforum.com/t/manage-virtual-memory-paging-file-in-windows-11.8618/#Three

Set the minimum to 16000 and the maximum to 20000, then restart your computer.

One thing to note is that this will use extra storage—the page file space is allocated from your C drive—and your current free storage is already on the low side.  So it would be best to see what you can delete, for example .zips or installers in Downloads where you've already extracted or installed the relevant content.  This isn't critical yet, just something to manage carefully.

You can see your free and total storage by opening a File Explorer window and clicking This PC in the left panel.  Your C drive currently has 25 GB free, which is about the minimum you want to see long-term, and it'll drop as you increase the page file size.

If you get another crash after all this, please post a new dxdiag.  Please also link the HP driver download page for your laptop.  That page doesn't contain any information about you or your computer, just the overall model.

Hey, I was wondering if you might be able to help me fix my game. I am not sure why it is not allowing me to get past the resume game or new game screen. A pop up about download any of the game packs will appear when I open the EA app to play the sims. When I click the “x” to get out of the pop up, the mouse turns into a loading icon and the game no longer responds. 

@parismoore  What OS does your computer run, and what kind of install is this (EA App, Steam, etc.)?  Please also post a screenshot of the pop-up you're seeing.

i have the same problem ☹️ hope somebody can helppp i want to play ☹️

@zorafero  Please try the clean folder described in post 2, and if that doesn't help, provide a dxdiag, as mentioned there.

Hi, @puzzlezaddict 

I'm having the same issue and was wondering if you could help me out. I've followed all of the tips and tricks and nothing worked. When I open the game now, it doesn't open, but it shows in my task manager in the Background Processes section. I also have no clue what a dxdiag is. Should change my name to virtually clueless.🥲