Just to make sure I understand:
If you remove the 'The Sims 4'-folder (no need to delete just move it to somewhere else like your desktop) and start a new save the issue is still there?
When you move away the folder to somewhere else, does it create a new The Sims 4-folder like normal, in the same place?
Could you take a photo of your screenshot settings in-game? Game Options > Screen Capture (in English)
It's fine if they're in Spanish, I can compare to my own game as my Spanish is bad... 😉
Do you know when this problem began?
In addition, if you want help in Spanish there are some great helpers over at the Spanish forum too
https://answers.ea.com/t5/Problemas-Tecnicos/bd-p/Los-Sims-4-ES 🙂
