Cursor Freezes Once Game Opens

@queenvictoriaxo 

Please post a Dxdiag so we can determine why your PC is only ruining the Legacy Edition.

• Press the Windows key and "R" at the same time.
• Copy and past or type "DxDiag" in the new field. (Without the quotes) > ENTER
• Wait until the green bar is gone > Click on "Save all information"
• Save the file to your desktop.
• Here at AHQ > click on "Reply" > click on "choose file" > navigate to the "DxDiag.txt" on your desktop. > select the "DxDiag.txt" > click on "Open"
• Type a few words in the text box > click on "Submit"

@holger1405 

Hi! I have attached the file you asked for! 

@queenvictoriaxo While we are waiting for @holger1405 's interpretation of the DxDiag file, I thought I would add some information...

• A few things about you should know about using Legacy Edition:
  - You will not be able to add packs that come out after the Legacy Edition came out (Nov. 13, 2019).
  - You will not be able to access the Community Gallery.
  - You will not receive new patches/updates (all updates and content from after Nov. 13, 2019 will not apply to LE).
• Legacy Edition is not needed for your computer. The issue is that you need to fully remove your Mods and Custom Content and cache. On comment #3 and comment #10 you say that when you removed all the Mods/Custom Content, the game runs fine - before you added Legacy Edition, and once you 'added Legacy'. It may or may not be the whole problem, but the Mods/CC is involved it seems. 
• What I recommend you do now: Use the standard version of 'The Sims 4'...
  - I was told by another helper that you should disable Origin's Web Helper service: Open Origin. Under the Application Settings > Application (tab) make sure "Origin Helper Service" is set to off.
  - As you can see here: https://sims4.crinrict.com/eng/2019/11/sims-4-legacy-edition-2/#ref5 There are two Sims games in your Electronic Arts folder now since you installed the Legacy Edition.
  - I would recommend selecting the "The Sims 4" version of the game in the drop-down menu per the directions. Start with a clean Mods folder per the directions I gave perviously. Ignore the "The Sims 4 32 Bit Legacy Edition" in the "Electronic Arts" folder.

Once this is all done, please then see if your game is running properly. If it is then try re-adding the Mods/CC to the new/fresh Mods folder one at a time and test each time to find which Mods/CC are causing the issue.

Hi @SheriGR 

Sorry I didn't fully explain what was happening when I was able to do things. Trust me, I have no interest in using Legacy!

No matter how many times I removed cache's and mod's COMPLETELY from my game, it would do the same thing. Even after the reset you suggested, when I went back in my cursor froze. 

So, I took it upon myself to completely uninstall and reinstall my Sims. Once reinstalled, the first open of the game worked alright. My mouse was moving slow, but moving none the less. I closed it and went to go back in later. Upon the second time going back in, still with no custom content at all, my cursor completely froze. 

After that, and trying the many fixes you suggested, I decided to download Legacy and test that. When I downloaded Legacy it worked great, no issues. I tried to put my custom content back into Legacy at that point, and then found the same frozen cursor issue, which I then learned is because Legacy doesn't support custom content at all. Legacy is working great, everything is quick and smooth, but still, with no custom content and after reinstalling AGAIN last night (for the second time) the 64 bit game will not work. I have no mods, no cache's, nothing and it will not work. The game runs slowly in the background but the mouse is completely frozen. 

@queenvictoriaxo I sorry for your frustration and will consult with some other helpers. Can you confirm for me using the directions at this link which game version is currently selected for you in the dropdown for "When launching this game...":  https://sims4.crinrict.com/eng/2019/11/sims-4-legacy-edition-2/#ref5

Also, do you have a different, fully charged mouse you could test with... or better yet, one that's corded to the computer (not depending on wireless) to test with? 

Edit:  I found a few posts about the mouse cursor acting up that had ideas maybe you could try...

• Turning off mouse trails in the mouse settings plus also not using full-screen mode (use windowed mode) https://answers.ea.com/t5/Technical-Issues-PC/Mouse-cursor-not-working-properly/m-p/3302073/highlight/true#M2620
• Using the Mod 'Reshade'. Also recommended: turn off 'Origin in-game' in settings. https://answers.ea.com/t5/Technical-Issues-PC/Mouse-cursor-in-CAS-is-acting-up/m-p/8202098/highlight/true#M151436

Thank you for your help! I’ve been changing which one is to open based on what I was trying out, but I have the game settings set to open Sims 4 64 Bit. 

I don’t have any mouse here, I’ve always just used my track pad. 

Before posting the original question, I thought it was just the mouse so I checked everything suggested in similar threads (including what you’ve posted about turning Origin off and mouse trails) but again, nothing worked. 

I have a feeling is has to do with University or my system, because before adding University and the newest patch that came out, everything worked great. 

@queenvictoriaxo I have a suggestion from another helper here. In reference to your statement: "I’ve been changing which one is to open based on what I was trying out, but I have the game settings set to open Sims 4 64 Bit."...

If by that you mean that you used shortcuts or clicked directly on the two executables while game settings was set to open 64bit then you never actually ran the legacy version as Origin starts the one listed in game settings regardless of which of the two executables are started.

Changing between them must be done in game settings.

_______________________

As a note from me...

Please reference "How do I know which Edition is running for me?"  https://sims4.crinrict.com/eng/2019/11/sims-4-legacy-edition-2/#ref9

Perhaps you should also make sure that in your Electronic Arts folder the Mods folder and all of the aforementioned cache files are removed from both of the game versions (so whatever one is run the game will create a new, fresh Mods folder when it begins next time).

Please reference "Where can I find the files for the Legacy Edition?"  https://sims4.crinrict.com/eng/2019/11/sims-4-legacy-edition-2/#ref10

Nope, I mean right clicking my game in origin and changing in settings which one opens when I select the game. 

After re-installing the games, nothing is in the folders at all. I haven’t been able to get into Sims 4 without it freezing so it’s fresh, brand new. There is no game data at all in Sims 4 or Sims 4 Legacy. 

Thanks for double checking though!! 

@queenvictoriaxo Please check which folder your game is using. This link has directions: https://sims4.crinrict.com/eng/2018/07/how-to-find-your-user-folder/

My game is using Documents\Electronic Arts\The Sims 4 for the Sims 4, and there is also Documents\Electronic Arts\The Sims 4 Legacy for the Legacy version. 

@queenvictoriaxo Can you please try with an external mouse instead of the track pad?

I’m almost positive it’s because of the newest patch and possibly adding University. I’m not going to buy a mouse just to see if it fixes the game, it sucks but I can live without it lol! I do very much appreciate all of the time and effort you’ve put into helping me though!!! 

@queenvictoriaxo Oh, no, we weren't thinking of you buying one - just if you had a mouse or could borrow one. We had another idea to try. Could you please try the following:

1. Going to your Electronic Arts folder (Documents > Electronic Arts) and drag both of the versions of Sims 4 onto your desktop. Don't delete those folders from the desktop, just keep them there for now and for reference.
2. Next please Open Origin. In Origin, please select "My Game Library". Right click on the "The Sims 4" thumbnail in your game library, then choose "Game Properties".
   It should open in the 'General' tab. Make sure that "Enable Origin In Game for The Sims™ 4" is unchecked.
   Now select the tab: 'Advanced Launch Options'. Below "When Launching this game..." choose The Sims 4 64 Bit
   Now click the orange 'Save' button.
   
3. Then please try re-starting the game and see if the issue is there.

Sorry for the long reply but no luck. I got into the game, the mouse was moving EXTREMELY slow for a minute and then froze completely. 

@queenvictoriaxo We were looking over your comments and if this issue began after the most recent pack, another helper was mentioning that you may want to try disabling the most recent pack (Discover University) to see if it happens to be causing the issue. (This would only be relevant if you're running the full version, not the Legacy version, since Legacy cannot run Discover University anyway):

To disable Discover University in your game:

• Please find information about disabling packs at this link:  https://sims4.crinrict.com/eng/2017/03/disable-single-packs/

• Disable code for Discover University:  -disablepacks:EP08

I am assuming you don't have this, but there's not a chance you have a game save from before this issue began. But... if you do have one we could try to retrieve and load it.  https://sims4.crinrict.com/eng/2014/09/save-games/

I also wanted to check on something - did you also disable Origin's Web Helper service per directions in comment #16?

Edit: I was just consulting with another helper who looked over your DxDiag and noticed that you had two failed Windows updates. This could very well cause a cursor issue. In fact, he says that he in his own game the cursor was freezing and the screen would become inactive. So... he highly recommended that you look to getting the Windows update to complete successfully. 

Please let us know how it goes. 

hi 

@nasha3la 

Your Computer does not live up to the minimum requirements for the game. There is a chance that you might be able to run the Legacy Edition so if you are not already doing that I recommend that you try installing that.