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puzzlezaddict's avatar
puzzlezaddict
Hero+
5 years ago

Re: Sims won't launch on new PC

@vtori27  Nice computer.  You certainly don't need the Legacy Edition, so put that aside for now, figuratively speaking.  You don't need to use compatiblity mode either—the game runs fine in Windows 10, at least most of the time—so please undo any compatibility setting.

Your dxdiag doesn't list any errors that are obviously Sims 4-related, although the failed update of Windows gaming features may be worth addressing.  For now, try simply turning off Game Mode and Game Bar, both of which are under Windows Settings > Gaming.

A component of Microsoft Office is also crashing, specifically a component that checks your currently installed features against what your account owns.  I don't think issues with Office should interfere with Sims 4, although I guess anything's possible if they're fighting over the contents of Documents.  It's worth disabling Office at least temporarily to see whether it helps.

It's also possible that your antivirus is interfering with the game, so try setting exceptions for TS4_x64.exe and Origin.exe, then repairing (again), in case an essential file is being removed or blocked.  If that doesn't help, please let me know what antivirus you run.

5 Replies

  • vtori27's avatar
    vtori27
    5 years ago

    Don't worry I made sure to revert all the changes from when i initially tried to solve the problem.

    I tried all of your suggestions but the message still appears. I use McAfee Virus Protect and it doesn't seem to be affecting any of the origin or sims files.

  • puzzlezaddict's avatar
    puzzlezaddict
    Hero+
    5 years ago

    @vtori27  It's still worth setting exceptions for TS4_x64.exe and Origin.exe in McAfee, since this error is often caused by borked permissions.  Please try running Origin and the game as an admin after you've set the exceptions as well.

    Additionally, please delete the Sims 4 folder in Documents\Electronic Arts, if one exists.  The game will create a new one when (if) it launches.  If there isn't one, please let me know, and check McAfee's settings to make sure it's not blocking the game's access to the Documents directory.  (I don't know enough about how McAfee works to tell you where to look, just that an issue with the Sims 4 user folder is a common cause of this error message.)

    Windows Defender should have deactivated itself with McAfee present, but check the Controlled Folder Access settings anyway, and if the feature is enabled, either disable it or set the same exceptions.

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

    If none of this helps, please check the Reliability Monitor for any errors that happen when you're trying to launch the game.  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 all the way on the right.)

    For any error that happens when you try to play, double-click the error name, copy the info you see, and paste it here.  If there isn't an error, that's useful information as well.

  • vtori27's avatar
    vtori27
    5 years ago
    @puzzlezaddict I have allowed exceptions for the two on McAfee and tried to run as administrator but the same message appears.

    When I tried to delete the file in Electronic Arts, it wouldn't let me. The error that appeared was 0x8007016A "The cloud file provider is not running"

    I also ran the Reliability Monitor and had this as the only error:

    Description
    Faulting Application Path: C:\Program Files (x86)\Origin\OriginClientService.exe

    Problem signature
    Problem Event Name: APPCRASH
    Application Name: OriginClientService.exe
    Application Version: 10.5.94.46774
    Application Timestamp: 60368998
    Fault Module Name: StackHash_f63c
    Fault Module Version: 10.0.19041.844
    Fault Module Timestamp: a9ac4e88
    Exception Code: c0000374
    Exception Offset: PCH_D7_FROM_ntdll+0x0007314C
    OS Version: 10.0.19041.2.0.0.768.101
    Locale ID: 2057
    Additional Information 1: f63c
    Additional Information 2: f63cf0ff222f9c7efe53644ed0e1765e
    Additional Information 3: 6196
    Additional Information 4: 61963a2844ba7623f3f4b5484846c371

    Extra information about the problem
    Bucket ID: 7ac5396df3af5fb556f16f6bcfa1de3f (1653225047057358399)
  • puzzlezaddict's avatar
    puzzlezaddict
    Hero+
    5 years ago

    @vtori27  Given the Reliability Monitor error you've posted, which is a heap corruption, it's a good idea to do a clean uninstall and reinstall of Origin:

    • Quit Origin, 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.
    • Clear Origin's cache.
    • Download Revo Uninstaller (the free version is fine) from here.
    • Launch Revo, select Origin from the list, and click Uninstall.
    • When it finishes uninstalling, select "Moderate" under "scanning modes," and click 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 Sims 4 and other Origin games are installed by default.)  Delete the rest.
    • Close Revo, and restart your computer.

    Next, download the full Origin installer and run it.  Here's the direct download link:

    http://download.dm.origin.com/origin/live/OriginSetup.exe

    Be sure to run both the installer as an admin.

    However, this is the part I think is most telling:

    @vtori27 wrote:
    When I tried to delete the file in Electronic Arts, it wouldn't let me. The error that appeared was 0x8007016A "The cloud file provider is not running"

    If you can't delete the Sims 4 user folder, there's a good chance the game can't read from and/or write to it, which would explain the original error all by itself.  If you have OneDrive running, please disable it, at least for now; there are settings you can change, but let's try to get the game running first.  If you're using some other cloud storage service, please disable that and test.  If you're not sure what's running, check the Task Manager's background processes list; you'd probably also see it in the programs in the Startup tab.

    If you don't want to mess with your settings right now, the alternative is to create a new Windows admin user account and decline to sync it with anything.  Even if you still need to mess with the settings for some other app, you should be able to exclude only that user's Documents directory.

  • vtori27's avatar
    vtori27
    5 years ago
    @puzzlezaddict I didn't have any form of cloud storage running on my pc because i had issues with them interfering with other games, but after following your advice to clean uninstall and reinstall Origin the game is finally working!

    Thank you so much for your help! I really appreciate it :D

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