Game is frozen, no controls are possible.

i just downloaded the sims 4 a couple days ago and now the app is completely frozen. i’ve tried clicking on things, opening menus but nothing is possible.  the game is stuck in this form and i can’t do anything about it. i attempted to close the EA app but i can’t do that without closing the sims, which is a problem, because i can’t get to the closing menu. I can’t even click the little red X in the corner to get rid of it. it does nothing. i’ve pressed quit The Sims 4 and quit EA, NOTHING CAN GET ME OUT OF THIS SCREEN! i’ve reset the computer, logged out and back in, i’ve checked my internet connection and so many other things. NOTHING WORKS. please fix this. i was really excited to play this game.