@BarbaraMdn Okay, what I see here is two separate copies of the game's program files, one that's combined with some user data. Neither is helpful, and the second can be a real problem. So I think the best approach here is to wipe everything and install fresh.
First, create a folder on your desktop; call it Backup. (It could be called whatever you want, but this makes it easier for me to describe the process.) Move the saves, Tray, and Screenshots folders into this Backup folder, plus Mods and Recorded Videos if you have anything in those you'd like to keep. The game will recreate the other files as necessary. Then uninstall Sims 4 with Revo Uninstaller:
Uninstall the EA App with Revo as well. I don't have instructions for that at the moment, but the process should be straightforward. Restart again when you're done.
Install the EA App, then create a new folder into which you'll install Sims 4. If you want to install it onto the external again, that's fine; just make sure you're using a new folder you create for this purpose. Let me know what it's called as well so I can refer to it going forward.
Try to launch the game and let me know whether it works.
@BarbaraMdn If you don't want any of your previous content at all, then no, you don't need to back up your data. Just let Revo wipe everything.
@BarbaraMdn I'd like to find out whether the problem is the game data or your current Windows account. Please try playing in a new admin Windows account. Make it local, as in, don't link it with your Microsoft account. You'll be able to open the EA App and (try to) launch Sims 4 without reinstalling anything, but your saves and other user content won't be available. That can be addressed later; for now, just let me know whether this works.
@BarbaraMdn Restart your computer, then choose to login to the other account. You should see the accounts listed on the login screen.
@puzzlezaddict I thought I needed to do that too but I never got that option on my login screen.
@BarbaraMdn Can you switch users from the ctrl-alt-delete screen? If not, do you still see the other user you created listed under Accounts?
@BarbaraMdn That means the problem is something about your main account, whether borked permissions or another error. In your main account, please search in Windows for "command prompt," launch it, and enter this command:
reg query "HKCU\Software\Microsoft\Windows\CurrentVersion\Explorer\Shell Folders" /v "Personal"
Post the result here. This is partially to confirm that the user Documents folder is in an appropriate location and partially so that I can be more specific about the next troubleshooting steps. That assumes you want to fix your main account, however. If not, you could of course just play in the new account and move over any other files you wanted to keep. It's your choice.
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