Other games load find, but EA app will not play Sims 4

Lola38103  If you haven't already, please move or rename the Sims 4 folder in Documents > Electronic Arts, so the game can't read it and is forced to create a new one with no content.

Please continue to launch the game from within the EA App.

If the above doesn't help, please provide a dxdiag.  Hit 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.

when i go into my documents folder, there is nothing in it. I have an electronic arts folder under program files > Electronic Arts and there is EA Games as well 

Here is the dxdiag

Lola38103  The Sims 4 folder doesn't get created until the game opens for the first time, and the Electronic Arts folder wouldn't exist either if it hadn't been created for another reason.  The Electronic Arts folder in Program Files contains the EA App data and has nothing directly to do with Sims 4.

Your dxdiag doesn't list any Sims 4-related errors, which could mean that the game is being blocked from starting or possibly that the errors are being removed by some kind of cleaner app.  For the latter, if you are using an app that deletes temporary files, please disable or delete it while troubleshooting here.  Aside from that, if you use a third-party antivirus, please set exceptions for TS4_x64 and TS4_Launcher_x64, or the entire Bin folder they're in.

If that's not the issue, OneDrive could be interfering.  Please pause syncing before trying to play.  To do so, right-click the cloud icon in the lower-right corner of the screen, or it might be hidden in the Tray (^ icon) instead.

If none of this helps, please look for new errors in the Reliability Monitor.  Hit Windows key-R and enter "perfmon /rel" without quotes, and you'll see a chart of errors and updates with a column for each day.  Today is on the right.

Look for an error that happened at exactly the time of your most recent attempt to play Sims 4.  If you find one, double-click it to see more details, then copy that info and paste it into a reply here.  If you don't see a new error, check back in an hour or so—the Reliability Monitor doesn't always update right away.  But don't wait too long in case these errors are removed for some reason.