Sims4 Won't Launch in EA App

I thought it was just me, only difference is when I do load into the game my screen is glitched and I cant move my sims. I really do hope this is just a bug and there is no need have to reinstall the whole thing.

@katiewhee  There are definitely other troubleshooting steps you can try before reinstalling, and in fact a reinstall doesn't usually help with this particular issue.  Instead, please try playing in a clean user folder.  Move the entire Sims 4 folder out of Documents > Electronic Arts and onto your desktop, and when you launch the game, a clean folder will spawn with no content.  (Your saves and other content will be intact in the folder you moved but temporarily not read by the game.)  Don't add anything to the new folder yet; just let me know whether you can get far enough to start a new save and play in live mode for a bit.

If you still get a white screen, please run a dxdiag and attach it to a post.

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

@puzzlezaddict That didn't work, still got the white screen with the hourglass mouse cursor, then back to the EA app. I'm attaching the dxdiag file here, or should I put it in a new post?

Thanks for your help!

@puzzlezaddict omg that was it! Thank you so much!!!

I have 2 monitors and I use them with my work computer too. So I just need to make sure when I unplug from my work comp and plug back into my home comp that I put the HDMis in the correct way.

Same problem here. I tried to do what you suggested but I only have on HDMI slot. I can play the command and conquer remastered just fine but not the Sims 4. I've attached the dxdiag of my PC. Hope you can help me. Thanks!

@iamande  Thanks for the dxdiag, which shows that your Windows build is quite old and that Sims 4 is crashing due to a problem with the Intel graphics driver.  The former is the first issue to address.  Since you're a few builds behind, the most reliable way to get up to date is with a repair install:

https://www.tenforums.com/tutorials/16397-repair-install-windows-10-place-upgrade.html

Once you've done that, update the graphics driver.  You can get the newest one directly from Intel:

https://www.intel.com/content/www/us/en/products/sku/134591/intel-core-i712700-processor-25m-cache-up-to-4-90-ghz/downloads.html

Run the driver as an admin: right-click the download and select "Run as administrator."  Restart your computer after installing and before trying to play.

Your dxdiag doesn't show any sign of a dedicated graphics card, just the Intel integrated chip.  Do you have a dedicated card installed?  If so, what is it, and are you sure it has power and is properly seated in the PCIe slot?  Let me know if you do have a discrete GPU and need more help investigating why it's not recognized.

im afraid i am also having the same problem. May i ask you if i am having the same reason why my  EA app is showing nothing inside enough to load mySims4 according to my dxdiag file?. fyi, I only have downloaded the base game so far and also done the process with revo uninstaller thing. 

@Adasakura123  Please describe exactly what happens when you try to play Sims 4, and also what you see when you open the EA App if it's not loading normally.  A number of issues sound similar but are actually distinct, with entirely distinct causes.

Your dxdiag is missing some critical information, which might be a random glitch, but that means it's a good idea to 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.

Please run a new dxdiag afterwards and attach it to a reply.

What happened was that I downloaded both the TS4 game and EA successfully, but when I open the EA app, it goes blank except for three lines on the top left of the page. Additionally, I tried to start the game from Steam; at first, it showed that TS4 was playing and then stopped by itself within a few seconds by the time the EA page was loading and went blank again. I have tried reloading the EA page, restarting the whole laptop many times, and trying to uninstall the EA app from Revo Uninstaller (which I've seen you tell other people to do who were having a similar problem, so I thought I should try that). But for some reason, I don't even see the EA app on my Revo Uninstaller or in the default setting where you uninstall apps. I am not sure why. I also have tried to do the clean boot thing because I initially talked to the game advisor, and I was advised to do it. Nothing has seemed to change, so I eventually had to come ask you here. 

Now, I just finished the system scan like you asked.

Beginning verification phase of system scan. Verification 100% complete.

Windows Resource Protection found corrupt files and successfully repaired them. For online repairs, details are included in the CBS log file located at windir\Logs\CBS\CBS.log. For example C:\Windows\Logs\CBS\CBS.log. For offline repairs, details are included in the log file provided by the /OFFLOGFILE flag.

PS C:\WINDOWS\system32>

Last but not least, attached is DxDiag.

Regardless, Thank you so much for assisting honestly. :'3