Inability to run the sims 4

Have cleared out cache on the EA app?

MandalaVirde  Please let me know what antivirus you use, and where the game is installed.  You can see the latter in the EA App, under Sims 4 > Manage > View properties.

Please also 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.

Microsoft defender anti-virus. currently reinstalling the sims 4 though it will most likely be installed in the same place.

Have done that multiple times.

Currently reinstalling the sims 4. Microsoft anti virus defender

MandalaVirde  I would like to know where the game is installed though, not whether it's installed in the same location as before.  This is especially important because Windows Defender is not typically a problem here and because there's nothing particularly suspicious in your dxdiag.

Please also try playing in a new admin Windows account.  Make it local, as in, don't link it with your Microsoft account or any email address.  You'll be able to (try to) launch Sims 4 without reinstalling anything.

C:\Program Files\EA Games\The Sims 4

I tried to make a different windows account and all but it still tells me that something went wrong with the installation. should i just call tech support or..?

MandalaVirde  I would suggest doing a clean uninstall of Sims 4, and the EA App while you're at it, and reinstalling while using the new account.  More detailed instructions are in the accepted solution of this thread; ctrl-f and search for clean-uninstalling to jump to that section.  (Anchors aren't working on this site at the moment.)

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Doesn't work