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

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.

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?

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 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 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.