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Neon_Craic's avatar
Neon_Craic
Seasoned Newcomer
6 days ago

Game won't load past a blank white screen

Hi everyone, 

I've been able to play the sims on my laptop before (never used mods on my laptop but have on my pc) but stopped ages ago until the new fairy update. I had a little difficulty getting it to work on my pc but it works there just fine now. Now I only have access to my laptop to play but the game will not run. What has been happening is it tries to load only to a solid white screen in windowed mode after flashing full screen on and off OR it manages to load to the opening screen (new game, sims news, that screen) but the image is frozen on only that. When it gets that far, the curser can detect the buttons and make the sound when you press it, but the screen will not change at all. I kept clicking on stuff and somehow got to opening the link to sim news to my browser but it made the entire game itself crash. What mainly happens is the white screen. Oh, I also got like once or twice the error code in the photos.

I uninstalled and reinstalled sims 4, changed download locations, cleared my cache for the sims and ea, uninstalled and reinstalled ea, checked the resolution in that one file thing and its the same as my laptop. I ended up downloading it through steam and it connected through ea. It started loading with the opening animations BUT then getting stuck to that frozen opening menu. I even deleted my previous save to make sure it was a completely new slate but nothing. I updater my graphics card (NVIDIA), windows security thing, and my intel drivers. I also tried running both ea and the sims with admin permissions and turning off my windows defender but nothing. I've done each of these with the base game then with DLC installed. Sometimes it'll say the game is running after I close it (literally everytime I need to end task to close the game) so idk what makes that happen, it feels pretty random low key.

Please help!!!!!! My bf and I are moving into a house together in 3 months and I want to remake the layout in the sims so we can plan where to put furniture and decor :((

crashing
launching
never cc or mods
updates

5 Replies

  • puzzlezaddict's avatar
    puzzlezaddict
    Hero+
    2 days ago

    Neon_Craic​  Sorry for the late reply.  Can you play through the error, and does the game run as well as it should?  I ask because the unrecognized video card error is not a problem on its own, but it can indicate that the game is using the wrong GPU or that the computer doesn't have the proper driver installed.

    If the game is working well, you don't need to do anything else.  If it's not, please open Config.log, inside Documents > Electronic Arts > The Sims 4, scroll down to Graphics device info, and list the GPU the game is using.  Please also post a dxdiag.

  • Neon_Craic's avatar
    Neon_Craic
    Seasoned Newcomer
    5 days ago

    I installed the previous NVIDIA update then the current one, and the game launched! Now I have this error message but the game works! How do I fix this to work best? 

  • Neon_Craic's avatar
    Neon_Craic
    Seasoned Newcomer
    5 days ago

    I excepted it from windows defender but im getting the same error code or a message saying start error on ea's side. my specs meet the requirement

  • puzzlezaddict's avatar
    puzzlezaddict
    Hero+
    5 days ago

    Neon_Craic​  The initialization error is typically antivirus-related, so please make sure your antivirus isn't blocking the game.  If necessary, set exceptions for TS4_x64, TS4_DX9_x64, and TS4_Launcher_x64, or the Bin folder they're in.

    For the rest, please provide a dxdiag.  Click Windows key-R, enter dxdiag in the run box, wait for the scan to finish, click "Save all information," and save the file to your desktop.  From there, you can attach it to a reply using the paper clip (Attachment) icon included with the other formatting buttons.

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