Re: [Info] Sims 4 - Download & Installation & Startup issues

@LemonDialectic Hi,

Can you check whether the TS4.exe (or any other programs) crashed around the time when you tried?

You should be able to look into it by checking your reliability monitor following the steps below:

1. Press Win+R to open the run box
2. Type perfmon /rel to open the reliability monitor.

This opens a window where you can click on the error's visually shown (white X in red circle) to find the latest one related to The Sims 4. Click show details and then paste the info that is listed in there in here.

Cheers,

Nils

Here it is:

Description
Faulting application name: TS4.exe, version: 1.0.625.10, time stamp: 0x53ed5fc4
Faulting module name: TS4.exe, version: 1.0.625.10, time stamp: 0x53ed5fc4
Exception code: 0xc000001d
Fault offset: 0x01a52a57
Faulting process ID: 0x2328
Faulting application start time: 0x01cfc88ead1ed466
Faulting application path: C:\Program Files (x86)\Origin Games\The Sims 4\Game\Bin\TS4.exe
Faulting module path: C:\Program Files (x86)\Origin Games\The Sims 4\Game\Bin\TS4.exe
Report ID: eff586ef-3481-11e4-826c-00ac7bc56961
Faulting package full name:
Faulting package-relative application ID:

The store page for Sims 4 lists several different supported languages, including "English (US)". But I am not given any option to select what language I want, neither during installation or in game. The game is stuck in Swedish, and the translation is to put it mildly; horrible.

Is this going to get fixed anytime soon or should I file for a refund?

Any update on my problem?

I've been able to play the game on my laptop.

But I'd like to play it on my desktop.

@Beckii1317 Can you try restarting Origin as and administrator and see if you can get the Install to complete then.

@LemonDialectic I fear this might need to go to support and have an msinfo looked at, but before that can you double check for windows updates, and/or run the system file checker to ensure that your Windows doesn't have any issues.

@Lormagoth Ah yes, sorry. Thanks for the edit. Just to double check (likely not a factor, but I'm running short on ideas), are you running the x86 version, even if you're using a 64-bit OS? On the offchance that there's some download/CDN issue, can you use the redist from the game folder instead? It should be at C:\Program Files (x86)\Origin Games\The Sims 4\__Installer\vc\vc2013\redist

Already ran a system file checker about three times while trying to solve this.

Also windows update is clear, nothing to update.

what's msinfo? 

If you need any more info let me know.

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@EA_David wrote:

@Beckii1317 Can you try restarting Origin as and administrator and see if you can get the Install to complete then.

@LemonDialectic I fear this might need to go to support and have an msinfo looked at, but before that can you double check for windows updates, and/or run the system file checker to ensure that your Windows doesn't have any issues.

@Lormagoth Ah yes, sorry. Thanks for the edit. Just to double check (likely not a factor, but I'm running short on ideas), are you running the x86 version, even if you're using a 64-bit OS? On the offchance that there's some download/CDN issue, can you use the redist from the game folder instead. It should be at C:\Program Files (x86)\Origin Games\The Sims 4\__Installer\vc\vc2013\redist

---

I've been using the game folder redist files. I also downloaded extras to test just that. I also tried installing both, since it certainly didn't stop me.

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@EA_David wrote:

@Beckii1317 Can you try restarting Origin as and administrator and see if you can get the Install to complete then.

@LemonDialectic I fear this might need to go to support and have an msinfo looked at, but before that can you double check for windows updates, and/or run the system file checker to ensure that your Windows doesn't have any issues.

@Lormagoth Ah yes, sorry. Thanks for the edit. Just to double check (likely not a factor, but I'm running short on ideas), are you running the x86 version, even if you're using a 64-bit OS? On the offchance that there's some download/CDN issue, can you use the redist from the game folder instead? It should be at C:\Program Files (x86)\Origin Games\The Sims 4\__Installer\vc\vc2013\redist

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I think I hit cancel instead of post.

I tried both the game files and separately downloaded ones earlier, and both the x64 and x86 and both at the same time.

Ah, sorry if I missed that, there's a lot of activity right now. If you had a persistent issue, and regular troubleshooting wasn't resolving the issue, you might need to submit an MSinfo to support. It's a huge file and has loads of information, so we can't ask for them through AHQ. It might be worth uninstalling, running ccleaner, then reinstalling. Note that you can keep the existing files as a backup, so you don't redownload from scrach

Could you let me know where to submit my MSinfo file?

I Completed a PC cleanup now i am gettin the VC++ Runtime redistributable package was not installed successfully issue. I have been into the Program File and tried to update them but i am getting the following error:  The window installer service could not be acessed.

Any ideas anyone?

@LemonDialectic In that case you'd contact support (steps below) and go through the process there. That would likely require some repetition of steps.

https://help.ea.com/article/welcome-to-the-new-and-improved-ea-help-center#contact

@Beckii1317 Try the Method 1 step in this MS tutorial, to make sure that Windows Installer is running. You mention Program files, do you mean you tried to run the redists at C:\Program Files (x86)\Origin Games\The Sims 4\__Installer\vc\vc2013\redist?

Thanks where is this Ms tutorial? Yes i tried to run the redists at C:\Program Files (x86)\Origin Games\The Sims 4\__Installer\vc\vc2013\redist and got no luck. ☹️

Thankyou!

(hooboy, 55 minute wait. *get coffee*)

Sorry, the tutorial can be found here.

Went through support chat doing basically the same sort of things as described in this thread.

1) Disabled UAC

2) Clean Booted

3) Cleared Temp

4) Repaired Game

5) Ran as Admin

None worked.

EA_David - If anyone has the same issue as me, where none of the basic troubleshooting steps resolve the issue, then they should uninstall the game and reinstall it.

Then, run both  of the redist packages. It should work. It worked for me.

Sometimes it gets corrupted game side during the installation process.

Sorry what are these Redist packages?

Origin Games\The Sims 4\__Installer\vc\vc2013\redist

vcredist_x86.exe

vcredist_x64.exe

Microsoft's link to same things

http://www.microsoft.com/en-us/download/details.aspx?id=40784

Visual C++ Redistributable Packages for Visual Studio 2013

The Redist packages are the things that allow certain applications (built on C++ I believe) to run.

So, if you are interested in installing them, they can be found in your game folder.

Just navigate to your game folder -> Click _Installer -> Click vc -> Click vc2013 -> Click Redist - > Then run both applications (x64 and x86). 

They can also be found here if you need to download them: http://www.microsoft.com/en-us/download/details.aspx?id=40784

Edit: Thanks Woot, you beat me to it.