Sims 4 opening but immediately freezing

Hi yall so this has been going on for a long time now so I finally decided to ask here.  I have both the EA app and steam, both of which have sims 4 downloaded and are directly connected (this is something I used in the past to fix another problem I had with the game similar to this one).  There's no problem originally opening the sims 4 game but the second it loads it immediately stops.  It doesn't crash cause I don't get any messages or alerts.  When I swipe out of the game then back in it shows that it moved normally with loading but immediately freezes again.  Additionally, the window quite literally will not close even if I alt F4 or manually close the window so I have to restart my computer (which doesn't fix the problem).  I'm unsure if this is a potential cause of the issue but I recently downloaded it onto a new computer (the one I'm using: windows surface pro 7).  I haven't tried using other games from the EA app but I've always had a lot of trouble with it but only ever with the sims 4.  If anyone could help me find a solution for this it'd be great considering how much money I've spent on this broken and deteriorating game.