@Nee24 As a test, please try playing in a clean user folder. Move the entire Sims 4 folder out of Documents > Electronic Arts and onto your desktop, and 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 moved but temporarily not read by the game.) Don't add anything to the new folder yet; just let me know whether you can get far enough to start a new save and play in live mode for a bit.
If that doesn't help, please run a dxdiag and attach it to your reply.
https://help.ea.com/en-us/help/pc/how-to-gather-dxdiag-information/
As for uninstalling, you wouldn't lose your packs, which are owned by your account, not your computer. But you don't necessarily need to uninstall at all, and you could instead repair the game (EA App > Sims 4 > Manage > Repair), which is almost as effective and much faster.
Thank you for getting back to me so quickly; I appreciate your help. I followed your suggestions:
As per your suggestion, I moved the Sims 4 folder to the desktop and tried opening Sims 4. Although I wasn’t able to play the game because it crashed, it did create a temporary Sims 4 folder.
I repaired the game and restarted it, but the issue remains the same. The game loads and then crashes.
I ran the dxdiag report and have attached it to this email.
Neesha
@Nee24 Most of the errors in your dxdiag are generic Windows errors, nothing about Sims 4. There are two crashes of the USB 3 driver, which typically aren't serious but should still be addressed. That can be as simple as unplugging all USB devices and restarting the computer, so please do that.
Please also run a couple of basic checks of your Windows system files:
Restart your computer, hit Windows key-i, select Update & Security, and click the box to check for updates. If any install, restart again afterwards.
Finally, please update the driver for your graphics chip, as your current driver is from 2019. Try the newest driver from Dell first (under Video):
https://www.dell.com/support/product-details/en-ie/product/inspiron-13-5379-2-in-1-laptop/drivers
Run the installer as an admin: right-click the download and select "Run as administrator." If you have the option to do a clean install, select that; I'm not sure whether it would be available on a driver this old. Either way, restart afterwards and before trying to play.
If you still can't play, 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 launch Sims 4, specifically after updating the graphics driver. 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.
I took your suggestions and will provide screenshots of my issues:
1. I checked the USB ports and the game still doesn't load.
2. I did the 2nd part of scan where I entered: sfc/scannow and it came up with zero errors. It only said: Windows Resources Protection did not find any integrity violations. PS C:\WINDOWS/system32>
3. I restarted my computer and also checked "Update & Security, and it says that I am up to date.
4. While updating, downloading, and installing the necessary driver:
Thank you,
Neesha
