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phyliciaphoon's avatar
phyliciaphoon
12 months ago
Solved

Sims 4 new game white screen

Hi guys, I just reset my Sims 4 and cleared all my saves, however, my new games won't launch and stay on a white screen. I have attached a dxdiag file (I am aware that my laptop is quite underpowered to run the Sims 4) and I really need help to solve this problem as I have not played for the last 3 weeks and it has not been working for the last few days. Thanks

pc
  • puzzlezaddict's avatar
    puzzlezaddict
    11 months ago

    @phyliciaphoon  Your laptop has an AMD processor and graphics chip, so the fact that the Intel drivers didn't work is normal.  Please post a new dxdiag so I can compare it to the old one.

    Please also try once more to launch Sims 4, then 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 you tried to open Sims 4.  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.

3 Replies

  • puzzlezaddict's avatar
    puzzlezaddict
    Hero+
    12 months ago

    @phyliciaphoon  Your laptop isn't necessarily too underpowered for Sims 4.  I wouldn't expect you to play on ultra settings, at least not with any success, but medium settings might be fine.

    Thanks for posting a dxdiag, which shows that your system is very low on free storage.  Please try to free up another 15 GB or so, for a total of 25 GB free.  Among other things, Windows won't be able to install a feature update with less space than that.

    Once you've done that, please download the driver package Microsoft provides for your laptop (the Windows 11 version) and run it.  You can find the package and install instructions here:

    https://www.microsoft.com/en-us/download/details.aspx?id=100429

    Restart your computer afterwards.  If Sims 4 still doesn't load properly, try forcing it into windowed mode.  Go into Documents > Electronic Arts > The Sims 4, open Options.ini, search for fullscreen , and set it to 0 (zero).

  • phyliciaphoon's avatar
    phyliciaphoon
    11 months ago
    @puzzlezaddict wrote:

    @phyliciaphoon  Your laptop isn't necessarily too underpowered for Sims 4.  I wouldn't expect you to play on ultra settings, at least not with any success, but medium settings might be fine.

    Thanks for posting a dxdiag, which shows that your system is very low on free storage.  Please try to free up another 15 GB or so, for a total of 25 GB free.  Among other things, Windows won't be able to install a feature update with less space than that.

    Once you've done that, please download the driver package Microsoft provides for your laptop (the Windows 11 version) and run it.  You can find the package and install instructions here:

    https://www.microsoft.com/en-us/download/details.aspx?id=100429

    Restart your computer afterwards.  If Sims 4 still doesn't load properly, try forcing it into windowed mode.  Go into Documents > Electronic Arts > The Sims 4, open Options.ini, search for fullscreen , and set it to 0 (zero).

    Hi @puzzlezaddict ,

    Apologies for the late reply but I have just tried both - installing the drivers and changing full screen to 0. Both of these have not worked and my Sims 4 is still stuck on a white screen. Only the AMD version of the drivers worked, not the Intel version for my laptop as it wasn’t the correct model number, but I don’t know how useful it is as it states that AMD is no longer being updated. I am unsure of what to do at this point - I have tried restarting my EA, clearing cache, removing mods and adding them back in, clearing save files, stopping tasks in task manager, verifying files in Steam, but none of them have worked. I need help with this as I am unsure if I will be able to play Sims again if this is still ongoing.

  • puzzlezaddict's avatar
    puzzlezaddict
    Hero+
    11 months ago

    @phyliciaphoon  Your laptop has an AMD processor and graphics chip, so the fact that the Intel drivers didn't work is normal.  Please post a new dxdiag so I can compare it to the old one.

    Please also try once more to launch Sims 4, then 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 you tried to open Sims 4.  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.

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