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Plumbobsbykalex's avatar
Plumbobsbykalex
Rising Novice
12 hours ago

Game keeps deleting off my EA account, and won't open after re-install..?

Okay so my issue is that ever since the update for the new skin details, EA keeps completely deleting my entire sims game (along with all my packs) off of my account for some reason... What I mean by this, is that when I saw someone say ts4 had another update, I opened my EA app to put my sims game offline, but noticed the game was not even installed anymore (even though I was playing the night prior, perfectly fine), and it said "download" next to it. I didn't think anything of it, and just re-downloaded it. When I tried to open the game, It was giving me an error that said "Failed to launch game. An error on our end caused the launch to fail. Try again in a little later" no matter how many times I tried. A few hours later I decided to try again, and the app was yet again completely deleted from my account. This has happened FIVE times in the past THREE days, and I have no idea why or how to fix it. The only difference now is that I no longer get the "failed to launch" pop-up. Instead, the game acts like its opening, and about 5 seconds later just goes right back to the EA page, and the play button will still be blue (as if I hadn't pressed it). Again, this happens no matter how many times I try opening it, or trying to fix it. I want to respectfully make it clear that because this is a completely fresh install of the sims 4, I currently have no documents/electronic arts folder whatsoever, since my game wouldn't open after the fresh download. This also of course means I have ZERO mods OR custom content, since I don't even have an electronic arts folder yet, so it 1000% has absolutely nothing to do with mods or CC! Just wanted to put that out there real quick.

Here is a list of all the things I have already tried to do to fix it:
-Deleted and re-installed the whole EA app (Then re-started my pc directly after)
-Cleared my EA app cache (Many times) 
-Restarted the EA app (Many times)
-Repaired my game (About 5 times)
-Un-installed and re-installed the game myself (About 3-4 separate times)
-Made sure all my drivers and everything are up to date (Including my windows version/etc)
-Made sure the game showed up under my "controlled folder access" AND "exclusions" in my antivirus settings
-Turned off my antivirus completely, to see if that would make a difference (It didn't)
-Repaired any/all "corruptions" on my pc
-Re-installed DX9 (DX 11/12 never worked well for me with ts4 for some reason)
-Completely deleted my g-shade off of my pc (Someone said that was their issue, but didn't help for me)
-Did a "DISM.exe /online /cleanup-image /restore health", Then "SFC /scannow" (Attached)
-Also did a dxdiag (Attached)
-As a last resort, I made a completely brand new EA account with zero packs or anything, but that didn't help either.
(I also made sure to clear EA cache, repair game, and Re-start my pc after every single new attempt before trying to open my game again, but still had the same results)

I feel like I've tried everything, and I'm not too sure what else could be done on my end at this point... If anyone has ANY suggestions, I'm willing to try anything. I attached my DXDIAG and DISM files below. Thank you in advance!!

3 Replies

  • Plumbobsbykalex's avatar
    Plumbobsbykalex
    Rising Novice
    10 hours ago

    Hi, thanks so much for the reply!

    EA says my sims 4 game is installed in my "E:\!!PC SSD SIMS!!\The Sims 4" folder (which is where I wanted it to be). 

    My pc is a pre-built, and has a built in graphics card, which says it is up to date (on my end, at least). I've been playing ts4 on this pc since 2023 with no issues, until now.

    I just unplugged my display hub for my 2nd monitor, and plugged my main monitor directly into the back of my pc on it's own, but it's still giving me the same issue. I even tried clearing the EA app's cache, repairing my game, and restarting the EA app again after doing so, but that didn't help either. 

  • Plumbobsbykalex​  Where is the game currently installed?  Please check in the EA App (even if you think you know, I'd like to know what the App thinks), under Sims 4 > Manage > View properties.

    Separately, does your computer have a dedicated graphics card?  I ask because there's no mention of it in the dxdiag, either under Display Devices or in System Devices.  However, the computer is using the Microsoft Basic Display Driver for something, which might be for a GPU that doesn't have a driver installed.

    I would also suggest unplugging your USB display hub and connecting one monitor directly into the graphics card, or into the motherboard if you don't have a discrete GPU.  Sims 4 sometimes doesn't play well with these devices.  And if you do have a standalone GPU but have plugged this USB hub into the motherboard or the computer's front header, the GPU wouldn't be driving the monitors or rendering anything on them.

  • I'm not too sure how to edit this, so I'll just put it here:
    I’m using a Windows 11 PC.
    Brand: AMD Ryzen 7 5700G, 3.80GHz, 64-bit

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