Help me I can't play!!

@RobynS01

Hi! Please post a DxDiag and I'll check your system:
https://help.ea.com/en-us/help/pc/how-to-gather-dxdiag-information/

Here it is.... 

@RobynS01

Your drivers are from 2016 there should be newer ones. Please use the GeForce Experience to find the correct ones as you have an Nvidia card 🙂

/thank you very much. I was able to update my drivers through that.However, when I tried opening the game, all I got was a white screen. I'm completely unable to do anything during this.... 

I've managed to get closer to playing the game but there isn't a dialog box that pops up to prompt me what to do next. Any other ideas...?

@RobynS01

Hm.. Try opening geforce experience again and use it to optimize the game.

Also make sure your security programs are not blocking ts4.exe. And turn off Origin in-game for testing purposes.

Have you downloaded any mods or cc?

Hi again,

I downloaded the "Get to work" expansion pack but that's it. I have turned off origin in game and optimised the game through the GeForce platform. How would I check to see if it's blocking the ts4 thing..?

I tried checking to see if it's worked so far but I still seem to be getting a white screen without any access to anything o my computer so I've had to manually turn it off.

Thank you for all your help so far by the way... I'm very appreciative  🙂  

@RobynS01

You get a white screen but do you also still get the video card message?

Well, it depends on what securty program you have. like, windows defender, and/or something like norton, avast, avg etc.
Google: "name of security proram" white-list program and instructions on how to do it should show up 🙂

If you only get the white screen and not the message maybe you could do this?

Resetting your files to factory settings.

• Make a backup; copy your The Sims 4-folder from C:\Users\Username\Documents\Electronic Arts to an external drive or somewhere else on your computer, for example your desktop.
• Rename the The Sims 4-folder in C:\Users\Username\Documents\Electronic Arts to The Sims 4_backup
• Repair the game in Origin
• Start the game, make a new save, and see if the error is gone. 
  (The game will have created a new The Sims 4-folder in your documents, this is supposed to happen)
  
  
  • If yes, continue
  • If no, post a reply telling us the error is still there
• Start putting folders back in the new The Sims 4-folder. Observe! After every file/folder, start the game and make sure it still works, before putting in the next one.
  • Options.ini - your game settings
  • Saves - your old saves. The sub-folders are not needed. If putting these back causes problem, try putting one back at a time.
  • Screenshots
  • Custom music - if you have any
  • Tray - your library objects; like lots, rooms and sims
  • Mods - your mods and cc, might cause problems when putting back

If putting back one of the folders was problematic and you did not work it out, please post a reply and we'll see if we can find what your problem is!

Source: https://help.ea.com/en-us/help/the-sims/the-sims-4/backing-up-and-resetting-the-sims-4/

Good Luck! 🙂

Hi,

I don't get a message with it, the screen goes white as if the game is loading but the screen is slightly transparent so I can still see windows that have been opened behind it. I tried putting it in a new folder but that didn't work. Is there a problem with origin..? Do you have recommendations as to where to open it.    I'm not sure if this makes a difference bu I haven't played the game at all. I got it for Christmas and after building my computer I put it in but it came up with the original error message... 

When I type name of security program into google it comes up with weird pages...?

Thank you for all you help 🙂

Hi again,

I just want to say thank you very much for all your help. I got it working but I changed the command line(or something like that) You helped me so much and were very patient with me! THANK YOU!!!!! 🙂