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sammyseagoat's avatar
sammyseagoat
2 years ago
Solved

Sims 4 won't load after install

Hi all, I recently bought a new laptop (like 3 days ago), completely fresh and have been installing some games. My laptop runs other games perfectly (BG3, Hogwarts, Jurassic, etc) but I cannot even ...
pc
  • puzzlezaddict's avatar
    puzzlezaddict
    2 years ago

    @sammyseagoat  Thanks for providing the dxdiag, which would have been the first request.  The Sims 4 crashes it lists point to a component of DirectX 9, so please manually reinstall DX9, as described here:

    https://answers.ea.com/t5/Technical-Issues-PC/Sims-3-launcher-won-t-open/m-p/10711778#M247861

    There's no need to uninstall anything; just run the installer over the top of the existing install and restart your computer.

    If that doesn't help, 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 you reinstalled DX9.  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.

    Please also go into Documents > Electronic Arts > The Sims 4, open Config.log, scroll about 30 lines down, and let me know which GPU is listed.  You should see the Nvidia card, of course, but it's worth making sure Sims 4 isn't trying to use the Intel chip instead.

puzzlezaddict's avatar
puzzlezaddict
Hero+
2 years ago

@sammyseagoat  Thanks for providing the dxdiag, which would have been the first request.  The Sims 4 crashes it lists point to a component of DirectX 9, so please manually reinstall DX9, as described here:

https://answers.ea.com/t5/Technical-Issues-PC/Sims-3-launcher-won-t-open/m-p/10711778#M247861

There's no need to uninstall anything; just run the installer over the top of the existing install and restart your computer.

If that doesn't help, 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 you reinstalled DX9.  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.

Please also go into Documents > Electronic Arts > The Sims 4, open Config.log, scroll about 30 lines down, and let me know which GPU is listed.  You should see the Nvidia card, of course, but it's worth making sure Sims 4 isn't trying to use the Intel chip instead.

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