Sims 4 wont launch on new EA app launcher

@kylarzeffie  Do you see an error message when trying to launch Sims 4?  If so, please post a screenshot.

Either way, please also run a dxdiag and attach it to a post.

https://help.ea.com/en-us/help/pc/how-to-gather-dxdiag-information/

No worries.

Here is the info attached to this. Thanks for the help!

For further context- I originally purchased this on Origin (insert get a new lap top here). 

@kylarzeffie  Your dxdiag shows a number of crashes of the graphcis driver, or one of them at least.  This kind of issue doesn't usually cause the error you're seeing, but it needs to be addressed regardless.  For now please uninstall only the Nvidia driver, as described here:

https://crinrict.com/blog/2019/02/clean-re-install-of-graphics-drivers-with-display-driver-uninstaller-ddu.html

Razer doesn't provide graphics drivers for your laptop, so you'll need to install the generic one from Nvidia:

https://www.nvidia.com/Download/driverResults.aspx/209130/en-us/

Restart your computer after installing and before doing anything else.

For the error itself, please try playing in a new admin Windows account.  Make it local, as in, don't link it with your Microsoft account; don't bring over or download any Sims 4-related files, for example mods or saves.  You'll be able to open the EA App and (try to) launch Sims 4 without reinstalling it, but your saves won't be available.  That can be addressed later; the point here is to test.

Please also let me know what antivirus you use, if any.  This error has been showing up a lot lately even for players who've removed their user folder, and I'm not sure why.  So I'd like to gather more data.

Additionally, please list the full file path to Documents in your main user account.  Search in Windows for "command prompt," open it, and enter this command:

reg query "HKCU\Software\Microsoft\Windows\CurrentVersion\Explorer\Shell Folders" /v "Personal"

Then post the result.

Hey @puzzlezaddict 
Just an update for you- I successfully updated the graphics driver. 
I am running into an EA App launching error with the internet. So, I will do some troubleshooting on my end and I will post an update on that. It was the same issue I had when I originally downloaded the app (it might just take me a while as I do have 2 fur 4 legged creatures helping me)

Update- the Sims4 is able to run on the new user. 
I do not have any antivirius on this laptop that I am aware of. 

@kylarzeffie  The fact that the game runs in the new user account means the problem is something in your main account, perhaps borked permissions.  I can try to help with that, but first please run the Command Prompt command I listed and post the result.  The ways to fix a permissions issue require my knowing the exact file path.

And I hope the furry overlords were a big help.

Should I run Command Prompt on both accounts? My main and then the other one I made that is non-logged into mircosoft account one?

@kylarzeffie  I know what the answer should be in the new user account, and there's nothing to fix there since the game works.  So just run the command in the old account.  This spits out the location of Documents.  I need that so I can insert that into the command you'll use to try to fix the folder's permissions.