I recently have just re-downloaded the Sims on my new PC and it won't load. I have waited 20+ minutes with no response. I have done all the suggestions online. I have uninstalled and re-installed. I have reset my PC and EA app. I have cleared the cache on EA and documents. I have never had mods/CC but I also removed that folder from documents.
I have reported this to EA a couple of times now with no response. Has anyone had this issue or know how to fix this?
isthisthingon901 Please provide a dxdiag. Click Windows key-R, enter dxdiag in the run box, wait for the scan to finish, click "Save all information," and save the file to your desktop. From there, you can attach it to a reply using the paper clip (Attachment) icon included with the other formatting buttons.
Please also list the location of the Documents directory on your computer (or rather for this specific Windows account). To find it, search for Command Prompt, open it, and enter this command:
reg query "HKCU\Software\Microsoft\Windows\CurrentVersion\Explorer\Shell Folders" /v "Personal"
You can write [username] instead of your actual username if you want, but leave the rest intact.
I have attached the DxDiag as requested
I also tried the command prompt as you listed and it did not work
isthisthingon901 What do you mean that the command prompt command didn't work? If you get an error, make sure you're copying and pasting (not writing out) the entire command. It's standard and should return some value no matter how your computer is set up.
For Sims 4 itself, please disconnect your external monitors and try playing only on the laptop screen.
Sorry, I didn't include the whole thing. I don't know a ton about computers.
This is what came up: HKEY_CURRENT_USER\Software\Microsoft\Windows\CurrentVersion\Explorer\Shell Folders
Personal REG_SZ C:\Users\[username]\Documents
I also disconnected my laptop from my external monitors and it still just stays on the loading screen.
isthisthingon901 The location of Documents is fine. Try launching the game in windowed mode instead. Open Options.ini, in Documents > Electronic Arts > The Sims 4, search for fullscreen (just that, not an entry with fullscreen in the name), and set it to 0 (zero).
If that doesn't help, what antivirus do you use, and does disabling it make a difference? You shouldn't go without an antivirus in general, but testing temporarily is safe as long as you don't do anything else at the same time. If the game works, you can set exceptions in your AV; I can help with that if I know which one you're using. Or if you're only using Windows Defender, disable Controlled Folder Access instead:
https://crinrict.com/blog/2019/03/windows-10-defender-controlled-folder-access.html
