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emma_g345's avatar
emma_g345
2 years ago

Sims 4 won't launch in the EA app 20/01/2024

Hi guys! 

I've got a real issue on my hands. I have had an account registered with the EA app for Sims 4 for years, and I've been playing the Sims games since the first one came out in 2000! So I am well practised in the gameplay :D 

Unfortunately, I am awful at the technical bits, so I'm coming on here to ask for your help! 

Here's what happens: I open the EA app on my laptop (Windows 11) and click on my Sims 4 game. I press the play button, the little blue loading circle comes up next to my cursor as if the game is about to launch, then it doesn't. I end up back on the Sims 4 page of the EA app, ready to click play again. Very odd. This has happened to me before but I can't remember what I did to fix it (if I even did anything at all). I do have Mods in a folder.

Here's what I've tried: 

- Restarting the EA app

- Repairing the Sims 4 game on the EA app

- Clearing the cache

- Moving my Mods onto my desktop instead of having them in Documents/ElectronicArts/TheSims4

- Restarting my laptop

- Deleting most of my Mods

- Re-installing the entire Sims 4 game on the EA app

- Cleaning my laptops disk

- Editing the properties of the EA app on my desktop and setting it to 'Run as Administrator'

- Checked the Event Viewer for errors (there were none relating to the EA app or my Sims 4 game)

- Running the Registry Editor and creating a new value under Computer\HKEY_LOCAL_MACHINE\SYSTEM\CurrentControlSet\Control\Lsa, and setting that value to 0

- Switched off my anti-virus and anti firewall protection briefly, and then back on again. I also ensured my laptop is clean of viruses or threats

- Gone through my laptop settings to 'Edit the System Environment Variables' and sorted out the 'Performance' and the 'Start-up and Recovery' properties under the 'Advanced' tab to ensure they are using the correct settings

- Ran a compatibility troubleshooter under the properties of the EA app (no problems seemed to be detected, but as I say, I'm not tech savvy whatsoever so that could have been wrong or just a complete waste of time! :D)

I think that's all I've tried so far. I can't find my issue on the EA website to ask for help so I'm here instead! 

Please let me know if I've done something wrong, missed something or you have any advice at all for me. Happy gaming, people! 🙂 

Emma

This is as of the 20th of January 2024, for reference. 

pc

18 Replies

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  • SkyeB666's avatar
    SkyeB666
    2 years ago

    I seem to be having the same issue and I'm hoping you can help! I did what you recommended with dxdiag, see attached! 

  • emma_g345's avatar
    emma_g345
    2 years ago
    @SkyeB666 Hiya! Just to check, did this happen after you updated your Sims game? I'm so sick of EA now. Absolutely useless.
  • GalactaGemini's avatar
    GalactaGemini
    2 years ago

    I’m having the same problem! And mine said this as well! Is it the update? It’s been working after the update up till now… then along comes the game not opening. Bookmarking for an answer! 

  • puzzlezaddict's avatar
    puzzlezaddict
    Hero+
    2 years ago

    @emma_g345  Please uninstall the EA App with Revo Uninstaller (the free version is fine).  Restart your computer, reinstall the App, and try again to play.

    If that doesn't help, do you now have a Sims 4 folder in Documents > Electronic Arts?  If so, please force the game to launch in windowed mode: open Options.ini, search for fullscreen , and set it to 0 (zero).  If you don't currently have a Sims 4 user folder, you can put your old one back, temporarily, and edit its copy of Options.ini, but please let me know whether you need to do this.

    To figure out what antivirus you have, open Windows Settings > Security, and you should see it listed there.

  • puzzlezaddict's avatar
    puzzlezaddict
    Hero+
    2 years ago

    @SkyeB666  What exactly happens when you try to launch the game?  Does it not open at all, does it throw an error, etc.?

    For troubleshooting, try pausing OneDrive syncing; right-click the cloud icon in the lower-right corner of the screen to see the option.

    If that doesn't help, try forcing the game to launch in windowed mode.  Go into Documents > Electronic Arts > The Sims 3, open Options.ini, search for fullscreen , and set it to 0 (zero).

    If that doesn't help either, 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 34 specifically after you've done the steps I listed.  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.

  • emma_g345's avatar
    emma_g345
    2 years ago

    Here's the information I found when I used "perfmon /rel" - 

    Description
    Faulting Application Path: C:\Program Files\Electronic Arts\EA Desktop\EA Desktop\EALaunchHelper.exe

    Problem signature
    Problem Event Name: BEX64
    Application Name: EALaunchHelper.exe
    Application Version: 13.96.0.5609
    Application Timestamp: 65972121
    Fault Module Name: ucrtbase.dll
    Fault Module Version: 10.0.22621.2506
    Fault Module Timestamp: 097c794c
    Exception Offset: 000000000007f61e
    Exception Code: c0000409
    Exception Data: 0000000000000007
    OS Version: 10.0.22621.2.0.0.768.101
    Locale ID: 2057
    Additional Information 1: c67f
    Additional Information 2: c67fa4d04da54eb5a2181dd0cb76cda6
    Additional Information 3: 19d0
    Additional Information 4: 19d0490ed1d856fd6b764ab8592e5828

    Extra information about the problem
    Bucket ID: 60bcfe208befc6072345497fdf25a44e (1388596873667126350)

  • puzzlezaddict's avatar
    puzzlezaddict
    Hero+
    2 years ago

    @emma_g345  Is this before or after uninstalling and reinstalling the EA App?  And did you use Revo or do a normal uninstall?  The normal way isn't nearly as thorough.  I ask because that would be the first suggestion if I saw this error.  So please do uninstall specifically with Revo if you haven't already.

    If this is happening after you uninstalled the App with Revo, please run a couple of basic checks of your Windows system files:

    • Hit Windows key-X
    • Choose either “PowerShell (Administrator)” or “Windows Terminal (Administrator),” whichever option is offered
    • Inside the window that appears, copy and paste “DISM.exe /Online /Cleanup-image /Restorehealth” without quotes, and enter
    • The system will start validating soon. If it throws an error, please list it here
    • After it reaches 100%, hit Windows key-X again
    • Again, choose “PowerShell (Administrator)” or “Windows Terminal (Administrator)”
    • Inside the window, copy and paste “sfc /scannow” without quotes, and enter
    • Post the message you receive here

    Restart your computer, hit Windows key-i, select Update & Security, and click the box to check for updates.  If any install, restart again afterwards.

    Run the EA App as an admin: right-click the desktop shortcut and select "Run as administrator."

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