I can't open my sims 4 game

@Sarahaa21  Please clear the EA App's cache:

https://help.ea.com/en-us/help/faq/clear-cache-to-fix-problems-with-your-games/

and repair the game: open your EA App game library, click Sims 4, and choose Manage > Repair.

If that doesn't help, please uninstall Sims 4 and reinstall it through the EA App.

Hi, I just did this and my sims still doesn't work for some reason. Is there anything else I can do?

@Sarahaa21  Are you still seeing the same error or a different one?  Please post a screenshot of the error message you see, whatever it is, for reference.  Please also run a dxdiag and attach it to a post.

https://help.ea.com/en-us/help/pc/how-to-gather-dxdiag-information/

Please let me know what antivirus you use as well.

I put a screenshot of the error message below as well as the dxdiag text. For my antivirus I use Kaspersky protection. Thanks for helping me so far.

@Sarahaa21  Please uninstall and reinstall the EA App, then set an exception within Kaspersky for EADesktop.exe.  Repair the game again, and before trying to open it, set an exception for TS4_x64.exe as well.  Then try to play.

If you get the same error, please repeat the above process except with Kaspersky disabled entirely just in case that's the problem.  As long as you're not doing anything else at the same time, your computer should be safe.

By the way, your C drive is somewhat low on space.  It's unlikely to be contributing to your current issue, but it would be best to clear another 12 GB at least (so 25 free in total) for the overall health of your system.  There are also certain troubleshooting steps that would require the extra space, although we're not quite there yet.

I did everything and I'm not getting error. It's just that now I don't see the Sims 4 file in Documents and that my Sims 4 won't launch at all. Thanks for the help so far.

I recently am not playing the game sims 4. I have been issued with "can not open the game" through EA app. Even today, as same as other days, EA app exited me out to the game.

I am not sure whether it is good method or not. what I did was to reinstall the EA app instead of repairing the sims 4 app. or I recommend you to try out the game next few days after reinstalling the EA app. 

@Sarahaa21  Please create a new admin Windows account and try playing in that.  Make it local, as in, don't use your Microsoft-associated email.  Disable Kaspersky before creating the account, and try launching Sims 4 once before reenabling the antivirus.

@RJenny29  If you'd like help, please post a screenshot of the error message you're seeing or its full text.

Okay so I can't create a new account because that would somehow log me out of the administers account. I can't log back in because I forgot the password and I don't think any of my family members remember. I tried disabling Kaspersky and opening the Sims 4 but it still sadly doesn't work. Thanks for all the help so far.

@Sarahaa21  Does that mean you also can't restart your computer?  That alone can cause all sorts of issues with Sims 4, and other applications as well, and there's no good workaround for this.  Please see if you or your family can figure out the password or how to recover it.

If this computer is linked with a Microsoft account, you should be able to reset the password through Microsoft.