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yenot-raccoon's avatar
yenot-raccoon
3 years ago
Solved

new install windows 11 can't start damaged or missing game files

I Just got a new computer installed the EA app and Sims 4.  I DID NOT put my save files in.  When I tried to run it I got the message that the game couldn't start due to missing or damaged save files...
pc
  • puzzlezaddict's avatar
    puzzlezaddict
    3 years ago

    @yenot-raccoon  Please check whether Controlled Folder Access is running, and if so, disable it long enough to test.

    https://crinrict.com/blog/2019/03/windows-10-defender-controlled-folder-access.html

    If that helps, you can try setting exceptions for TS4_x64.exe and Origin.exe.

    If changing the settings doesn't help, or CFA isn't running at all, you can try using the takeown command on your Documents folder.  You're going to use this command:

    takeown /F "C:\Users\username\Documents"

    Write your actual username for this Windows account (your main one) instead of username.  Since the syntax needs to be exactly right, please copy this command to a Notepad file, substitute in your username, and then copy that string when you're ready to use it.  Hit Windows key-X and choose either "PowerShell (Administrator)" or "Windows Terminal (Administrator)," whichever option is offered, and paste the command into the window.

    Just to be thorough, please move the Electronic Arts folder out of Documents, if it's still there, before trying to play.

yenot-raccoon's avatar
yenot-raccoon
3 years ago

tried everything including moving and repairing the game and I'm still getting the error.

puzzlezaddict's avatar
puzzlezaddict
Hero+
3 years ago

@yenot-raccoon  Try to move the game again, to yet another new folder in a new location.  You can delete the old folder when you're done.  For the new location, please create a new folder directly on the drive of your choice, for example C:\EA Games.  Before moving the folder, disable Avast entirely.  As long as you don't do anything other than open Origin and move and try to launch the game, your computer should be safe.

If this doesn't work either, please run a dxdiag and attach it to a post.

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

  • yenot-raccoon's avatar
    yenot-raccoon
    3 years ago

    Here is the dxdiag file you requested as moving the game file with avast turned off did not clear up the issue

    • puzzlezaddict's avatar
      puzzlezaddict
      Hero+
      3 years ago

      @yenot-raccoon  Alright, please try playing in a new Windows admin account.  Make it a local account, as in, don't sign into Microsoft, and don't sync with any other services you normally use.  You'll be able to sign into Origin or the EA App and won't need to download Sims 4 again.

      If that doesn't help, please do a clean uninstall of Sims 4, and Origin for good measure, and then reinstall in a new admin Windows account.  Start with uninstalling Sims 4:

      • If you've imported any Sims 4 user data—saves, Tray files, etc.—from your old computer, rename the folder it's in to something that doesn't include the words "Sims 4."  (I know you're not using any old data, but maybe you have it on hand.)
      • Download Revo Uninstaller (the free version is fine) from here.
      • Launch Revo, select Sims 4 from the list, and click Uninstall.
      • Once the game is uninstalled, select "Moderate" under "scanning modes," and click Scan.
      • Review the list, in case there's something you want to save; otherwise, click Select All, and then Delete.
      • Close Revo, and restart your computer.

      Next, uninstall Origin:

      • Quit Origin if it's still open, then right-click on the Task Bar and open the Task Manager.  Scroll through looking for Origin entries.  If you find any, click on them and End Task.
      • Next, clear Origin's cache.
      • Launch Revo again and uninstall Origin, and when it's uninstalled, select "Moderate" again and Scan.
      • If Revo finds any remaining registry entries, select all, delete, and click Next.
      • Revo will display "Remaining Data and Folders.  Select all of them except for the "Origin Games" folder, if it appears.  (This is where other Origin games are installed by default.)  Delete the rest.
      • Close Revo, and restart your computer.

      Next, login to the new Windows account again, download a fresh copy of the Origin installer and run it.  Be sure to run both the installer and Origin itself as an admin: right-click on each and select "Run as Administrator."  When it's reinstalled, download Sims 4; you can just download the base game, to save time, if you want.  And here again, create a fresh folder into which you're installing Sims 4, and install the game while Avast is disabled, just to be thorough.

      Restart after installing and before trying to play.

      • yenot-raccoon's avatar
        yenot-raccoon
        3 years ago

        ok, running it under a new local user account worked, but am I going to be able to get it under my main account or am I going to have to run as the other account from now on and build my profile there?

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