How can I follow up on a closed case when advisors are unavailable?

Thanks for reaching out.

If the case has been closed, that generally means the Advisor has already provided all the assistance available to them through that support case. It doesn’t necessarily mean that an underlying investigation has been completed or that there is a further outcome they can share.

Please also keep in mind that Advisors may not have access to, or be able to share, internal investigation updates before they’re made public.

Could you let us know what specific issue you’re experiencing with The Sims 4? If it’s related to a game bug, you may also want to check the The Sims 4 Bug Reports board to see whether there’s an existing report or any public update on the issue.

Thanks for clarifying. It’s The Sims 4 on Steam, Windows 11. After selecting Load Game, it intermittently stays on the loading screen before the world map. The window stays responsive and the animation continues.

Fresh saves and clean user data sometimes loaded, but also reproduced the stall. Steam verified all 1,585 files. Restarting the EA app, pausing OneDrive and rebooting didn’t establish a reliable fix. Disconnecting peripherals produced one 42-second success, followed by another stall beyond three minutes.

The last recorded retest was September 14. I haven’t retested the current patch, so these are historical results, with no confirmed cause.

Is there a known bug matching this? Otherwise, which Sims 4 bug-report board should I use, and what diagnostic evidence would help beyond repeating those checks?

Thanks for the detailed information.

I’d recommend checking this troubleshooting guide first and trying the steps there.

📓[GUIDE] Endless Loading | EA Forums - 5037259

If the issue persists, you can also look at this existing bug report about long loading times. Our team has outlined in the pinned reply the information they’re currently seeking from affected players.

Game is taking too long to load the main menu | EA Forums - 13536652

Thanks. Just to clarify, my issue happens after selecting Load Game, before the world map, rather than during initial startup. Does that report also cover this stage, or should I use a different thread?

In this case, I’d recommend creating a new bug report and including your DxDiag, along with a summary of the troubleshooting steps you’ve already tried.

Before posting, please make sure you’ve gone through the troubleshooting guide first and mention which steps you completed and whether any of them changed the behaviour. That should give our Superusers & the team a clearer picture of the issue you’re seeing.

supergizu​  This sounds like a technical issue to me, especially since it sometimes happens with a new save in a clean folder.  I'd be happy to take a look at a dxdiag if you create a new thread in the PC tech forum, or you can continue in this thread if you prefer.  The bug forum is for problems with the game itself, not for system issues.

Please also let me know whether you have any particular reason to keep OneDrive active in general.  It's fine if you do—we can try to work around it.

Hi puzzlezaddict, thanks for offering to take a look. I’ve attached a DxDiag collected today, with machine identifiers removed.

I don’t need OneDrive for backup or syncing and would prefer not to use it. We previously tried pausing OneDrive, but that didn’t reliably resolve the loading hang.

The display, sound and input sections report no problems. However, the original DxDiag has some gaps: CPU/BIOS details are unavailable, disk information is missing, and error history says “No Data.” We haven’t identified the cause yet.

Could you take a look and let me know what you’d suggest next?

supergizu​  You're right, the dxdiag is missing a lot of info.  Sometimes this is a fluke, and sometimes it's a sign of a system issue.  I'd run a couple of basic checks of your Windows system files just as a precaution:

• Click Windows key-X and select "Powershell (Administrator)" or "Windows Terminal (Administrator)" , whichever you see
• In the window that appears, copy and paste "DISM.exe /Online /Cleanup-image /Restorehealth" without quotes, and enter
• The system will take a little while to validate; if it throws an error, please list it
• Otherwise, copy and paste "sfc /scannow" without quotes into the window, and enter
• Post the message you receive

Restart your computer, open Windows Settings > Update & Security, click the box to check for updates, and if any install, restart again afterwards.

I would also suggest nuking OneDrive into oblivion, i.e. telling it to stop syncing your data and then either uninstalling it or unlinking your PC.  The first step is necessary so that your Documents, Desktop, and Pictures directories get moved back to the default locations, rather than staying in the OneDrive folder.  You can move them manually instead, but that takes more steps, and the simpler approach doesn't always work.  Please see the "I want to get rid of OneDrive" section of this guide:

📓[GUIDE] [PC] Managing OneDrive | EA Forums - 12636625

Once you've done that (and restarted again), test Sims 4, and let me know what's still a problem.  If you do have any lag or other performance issues, I'd like to see a new dxdiag.  If that new dxdiag is also missing some info, you can find the same info that would be in Windows Error Reports section in the Reliability Monitor.  Click Windows key-R and enter "perfmon /rel" without quotes, and you'll see a chart of errors and updates with a column for each day.  Today is on the right.

Look for any errors that happened during your most recent Sims 4 session, specifically after running DISM and sfc and getting rid of OneDrive.  If you find one, double-click it to see more details, then copy that info and paste it into a reply here.  If you don't see a new error, check back in an hour or so—the Reliability Monitor doesn't always update right away.

I'd also like to know your CPU, BIOS version, and free and total space on each disk, if the dxdiag doesn't list them this time around either.  CPU is in System Information, you can view disk info in File Explorer > This PC among other places, and you can check your BIOS version by booting into BIOS, or some tools (e.g. CPU-Z) will list it for you.