please help me :(

VerityDelila  I can see the dxdiag, and I have a suggestion, namely changing these settings:

Sims 4 Crashing/Freezing/Lag, Surface Pro 7 | EA Forums - 11836525

The thread was originally for a different model Surface but applies to yours as well.

its finally allowed me to send it hopefully you can now access it, Thank you :) 

DIXDAG

VerityDelila  That's very strange—people post their dxdiags all the time on this site.  If you still can't get it to upload though, there are free filesharing services (Google Drive, Dropbox, Pastebin) you could use instead.  Just link the dxdiag here, and I'll take a look.  Please also make sure anyone with the link can view it, especially with Google Drive; the easy way is to try to access it in a private browser window, where you yourself are not signed in.

also told me the file is not aloud 

done what you've said above and did not work. So iv tried to attach the file but the following pop up come up and wont let me send the file as an attachment and also tried dragging it in but nothing will work :(((

VerityDelila  Please try playing in a clean user folder.  Move the entire Sims 4 folder out of Documents > Electronic Arts and onto your desktop.  When you launch the game, a clean folder will spawn with no content.  (Your saves and other content will be intact in the folder you've moved but temporarily unread by the game.)  Don't add anything to the new folder yet; just start a new save and see whether the same problem happens.

If it does, please 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.

As a side note, your original issue doesn't sound exactly like this:

Frozen game/menu after ad | EA Forums - 12008756

But I'm linking it anyway just in case that's what you're seeing now.

thank you for replying, yes I am still having the same issue. I have done what you have told me too and nothing still stuck on the same frozen screen unfortunately. been 12 days without sims and I am losing my mind, any other solutions or advice you might have would be much appreciated :) 

VerityDelila  Are you still having this issue?  If so, does it help to force the game to launch in windowed mode?  Open Options.ini, in Documents > Electronic Arts > The Sims 4, use ctrl-F to search for fullscreen , and set it to 0 (zero).

picture of the screen I'm stuck on