Help, my sims 4 won’t load

fernm889​  Are you saying that the game itself loads, but you can't load a save from the Main Menu?  Or are you saying that you see the Sims 4 product page in the EA App, but clicking Play there never opens the game?  For the first one, let me know whether you can start a new save.

If that doesn't help, or the game doesn't open at all, please try playing in a clean user folder.  Move the entire Sims 4 folder out of Documents > Electronic Arts and onto your desktop.  When you launch the game, if it launches, a clean folder will spawn with no content.  (Your saves and other content will be intact in the folder you've moved but temporarily unread by the game.)  Don't add anything to the new folder yet; just start a new save and see how it runs.

If that doesn't help either, 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.