My Game Won’t Load

@maggie_p139  As a test, please try playing in a clean user folder.  Move the entire Sims 4 folder out of Documents > Electronic Arts and onto your desktop, and 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 moved but temporarily not read by the game.)  Don't add anything to the new folder yet; just let me know whether you can get far enough to start a new save and play in live mode for a bit.

If that doesn't help, please run a dxdiag and attach it to a post.

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

@puzzlezaddict I tried to remove the sims 4 folder and that did not work. I have attached the DxDiag. Thank you for your response!!

@maggie_p139  Your dxdiag crashed when running, so it's a good idea to run a couple of basic checks of your Windows system files:

• Hit Windows key-X
• Choose either “PowerShell (Administrator)” or “Command prompt (Administrator),” whichever option is offered
• Inside the window that appears, copy and paste “DISM.exe /Online /Cleanup-image /Restorehealth” without quotes into the window, and enter
• The system will start validating soon. If it throws an error, please list it here
• After it reaches 100%, hit Windows key-X again
• Again, choose “PowerShell (Administrator)” or “Command prompt (Administrator)”
• Inside the window, copy and paste “sfc /scannow” without quotes into the window, and enter
• Post the message you receive here

Restart your computer, hit Windows key-i, select Update & Security, and click the box to check for updates.  If any install, restart again afterwards.

Please also manually reinstall DirectX 9, as described here:

https://answers.ea.com/t5/Technical-Issues-PC/Sims-3-launcher-won-t-open/m-p/10711778#M247861

And disable Game Mode and Game Bar, both under Windows Settings > Gaming, as well.

If none of this helps, please post a new dxdiag.

This was the error shown when I copied the message and entered. 

"Error: 740

Elevated permissions are required to run DISM.
Use an elevated command prompt to complete these tasks."

@puzzlezaddict I figured out what I did wrong last time. I forgot to run as administrator. When I finished the command prompt this was the message I got. "Beginning verification phase of system scan.
Verification 100% complete.

Windows Resource Protection did not find any integrity violations." I completed all the steps you said and my game still did not start. I have attached a new DxDiag.

@maggie_p139  The new Sims 4 crashes are still the same as the old one, and your new dxdiag crashed again and is still missing the same information as the old one.  So to be on the safe side, I'd suggest running a malware scan.  I'm not saying your computer definitely has a virus, only that it's worth checking at this point.  Download Malwarebytes (the free trial is fine) from here:

https://www.malwarebytes.com/mwb-download

Open it, click Scan > Custom Scan > Configure Scan, check all the boxes both for all scan types and for all the drives listed, and let it do its job.  This could take anywhere from a few minutes to several hours, depending on the amount of data and whether the scan finds anything., so you may want to set it to run while you're doing something else.  Please attach its report so I can take a look.

The errors in your dxdiag are real, and the fact that it crashed twice when running is a potentially significant issue as well, independent of the Sims 4 problem.  So please do run the malware scan.  But that may not be the primary reason the game won't open.  For that, please try pausing OneDrive syncing, that is if OneDrive is running at all.  Right-click the cloud icon in the lower-right corner of the screen to see the option, and after you've done so but before trying to play, check whether there's a Sims 4 folder in Documents > Electronic Arts.  If there is, rename it or move it elsewhere (not to the desktop—that's where your original folder should still be) before launching the game.

@puzzlezaddict It still did not launch. I have also attached the scan report. Thank you so much for helping me solve this issue. 

@maggie_p139  Did you check the box for your C drive, and the box for any other drive you have?  I ask because the scan finished very quickly, in just under nine minutes.  For comparison's sake, on my computer, Malwarebytes takes over two hours to scan just over 2 TB of data, and that's with nothing flagged as malware.  If you're not sure whether you checked the box, please try it again; the worst that can happen is you have to wait another nine minutes for it to finish.

@puzzlezaddict I tried to but it didn’t give me the option to. When I clicked scan it just started scanning and I tried to see where I could check the boxes. I will try again and let you know. 

@puzzlezaddict I tried to but it didn’t give me the option to. When I clicked scan it just started scanning and I tried to see where I could check the boxes. I will try again and let you know.