Forum Discussion

vtori27's avatar
vtori27
5 years ago
Solved

Sims won't launch on new PC

I bought a new PC recently and have decided to redownload the game. Every time i attempt to launch i get the "Cannot start because game data is missing or damaged" error [de4ee14f:29f00e76:00000000:4...
pc
  • puzzlezaddict's avatar
    puzzlezaddict
    5 years ago

    @vtori27  Given the Reliability Monitor error you've posted, which is a heap corruption, it's a good idea to do a clean uninstall and reinstall of Origin:

    • Quit Origin, then right-click on the Task Bar and open the Task Manager.  Scroll through looking for Origin entries.  If you find any, click on them and End Task.
    • Clear Origin's cache.
    • Download Revo Uninstaller (the free version is fine) from here.
    • Launch Revo, select Origin from the list, and click Uninstall.
    • When it finishes uninstalling, select "Moderate" under "scanning modes," and click Scan.
    • If Revo finds any remaining registry entries, select all, delete, and click Next.
    • Revo will display "Remaining Data and Folders."  Select all of them except for the "Origin Games" folder, if it appears.  (This is where Sims 4 and other Origin games are installed by default.)  Delete the rest.
    • Close Revo, and restart your computer.

    Next, download the full Origin installer and run it.  Here's the direct download link:

    http://download.dm.origin.com/origin/live/OriginSetup.exe

    Be sure to run both the installer as an admin.

    However, this is the part I think is most telling:

    @vtori27 wrote:
    When I tried to delete the file in Electronic Arts, it wouldn't let me. The error that appeared was 0x8007016A "The cloud file provider is not running"

    If you can't delete the Sims 4 user folder, there's a good chance the game can't read from and/or write to it, which would explain the original error all by itself.  If you have OneDrive running, please disable it, at least for now; there are settings you can change, but let's try to get the game running first.  If you're using some other cloud storage service, please disable that and test.  If you're not sure what's running, check the Task Manager's background processes list; you'd probably also see it in the programs in the Startup tab.

    If you don't want to mess with your settings right now, the alternative is to create a new Windows admin user account and decline to sync it with anything.  Even if you still need to mess with the settings for some other app, you should be able to exclude only that user's Documents directory.

vtori27's avatar
vtori27
5 years ago
@puzzlezaddict I have allowed exceptions for the two on McAfee and tried to run as administrator but the same message appears.

When I tried to delete the file in Electronic Arts, it wouldn't let me. The error that appeared was 0x8007016A "The cloud file provider is not running"

I also ran the Reliability Monitor and had this as the only error:

Description
Faulting Application Path: C:\Program Files (x86)\Origin\OriginClientService.exe

Problem signature
Problem Event Name: APPCRASH
Application Name: OriginClientService.exe
Application Version: 10.5.94.46774
Application Timestamp: 60368998
Fault Module Name: StackHash_f63c
Fault Module Version: 10.0.19041.844
Fault Module Timestamp: a9ac4e88
Exception Code: c0000374
Exception Offset: PCH_D7_FROM_ntdll+0x0007314C
OS Version: 10.0.19041.2.0.0.768.101
Locale ID: 2057
Additional Information 1: f63c
Additional Information 2: f63cf0ff222f9c7efe53644ed0e1765e
Additional Information 3: 6196
Additional Information 4: 61963a2844ba7623f3f4b5484846c371

Extra information about the problem
Bucket ID: 7ac5396df3af5fb556f16f6bcfa1de3f (1653225047057358399)
puzzlezaddict's avatar
puzzlezaddict
Hero+
5 years ago

@vtori27  Given the Reliability Monitor error you've posted, which is a heap corruption, it's a good idea to do a clean uninstall and reinstall of Origin:

  • Quit Origin, then right-click on the Task Bar and open the Task Manager.  Scroll through looking for Origin entries.  If you find any, click on them and End Task.
  • Clear Origin's cache.
  • Download Revo Uninstaller (the free version is fine) from here.
  • Launch Revo, select Origin from the list, and click Uninstall.
  • When it finishes uninstalling, select "Moderate" under "scanning modes," and click Scan.
  • If Revo finds any remaining registry entries, select all, delete, and click Next.
  • Revo will display "Remaining Data and Folders."  Select all of them except for the "Origin Games" folder, if it appears.  (This is where Sims 4 and other Origin games are installed by default.)  Delete the rest.
  • Close Revo, and restart your computer.

Next, download the full Origin installer and run it.  Here's the direct download link:

http://download.dm.origin.com/origin/live/OriginSetup.exe

Be sure to run both the installer as an admin.

However, this is the part I think is most telling:

@vtori27 wrote:
When I tried to delete the file in Electronic Arts, it wouldn't let me. The error that appeared was 0x8007016A "The cloud file provider is not running"

If you can't delete the Sims 4 user folder, there's a good chance the game can't read from and/or write to it, which would explain the original error all by itself.  If you have OneDrive running, please disable it, at least for now; there are settings you can change, but let's try to get the game running first.  If you're using some other cloud storage service, please disable that and test.  If you're not sure what's running, check the Task Manager's background processes list; you'd probably also see it in the programs in the Startup tab.

If you don't want to mess with your settings right now, the alternative is to create a new Windows admin user account and decline to sync it with anything.  Even if you still need to mess with the settings for some other app, you should be able to exclude only that user's Documents directory.

  • vtori27's avatar
    vtori27
    5 years ago
    @puzzlezaddict I didn't have any form of cloud storage running on my pc because i had issues with them interfering with other games, but after following your advice to clean uninstall and reinstall Origin the game is finally working!

    Thank you so much for your help! I really appreciate it :D

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