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Molcovia's avatar
Molcovia
3 years ago
Solved

The Sims 4 not launching from Origin, Steam or EA app

Hello,

After a few years of not playing The Sims, I decided I would start playing again so I first added the EA app and then downloaded The Sims 4. Once it was downloaded I then launched the game. The game started and it came up with the The Sims4 logo, introduction etc but then it just closed and took me right back to Windows. I tried everything then I read on these forums (repairing, clearing caches etc) but the same thing happened.

So I did the while thing again with Steam - exactly the same happened. And again with the Origin app - the same!

I have updated the graphics card as well but that doesn't seem to have fixed anything.

Please help. I really want to play this game again :-( 

pc
  • puzzlezaddict's avatar
    puzzlezaddict
    3 years ago

    @Molcovia  If you have any Razer software installed, please uninstall it and try again to play.  The type of Sims 4 error in your dxdiag has often been caused by a Razer application, and disabling it is sometimes not sufficient, although reinstalling it also works some of the time, so if this fixes the issue, you can try reinstalling hte program.

    If that doesn't help, or you don't have any Razer software installed, please try playing in a clean boot.

    https://support.microsoft.com/en-us/topic/how-to-perform-a-clean-boot-in-windows-da2f9573-6eec-00ad-2f8a-a97a1807f3dd

    However, do NOT disable the EABackgroundService, which is necessary for the EA App to function.  For the rest, when you reboot, go through the Task Manager's background processes list shutting down everything that doesn't absolutely need to be running, for example anything from MSI Afterburner to RGB software might still be active in a clean boot.  If you accidentally kill a critical process and it doesn't restart on its own, just reboot your computer again.

8 Replies

  • roberta591's avatar
    roberta591
    Hero (Retired)
    3 years ago

    @Molcovia What antivirus are you using? What did you use to install the game? They all install the game differently.

  • Molcovia's avatar
    Molcovia
    3 years ago

    Hi @roberta591 

    I have Bitdefender on my PC.

    I used the EA app/Origin app/Steam to install the game by just clicking the 'Install' button or equivalent on each of the apps.

  • puzzlezaddict's avatar
    puzzlezaddict
    Hero+
    3 years ago

    @Molcovia  As a test, and if you haven't already, 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, if it launches, 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 that doesn't help, please run a dxdiag and attach it to a post.

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

  • Molcovia's avatar
    Molcovia
    3 years ago
    Hi @puzzlezaddict so I couldn't get any further than I did before unfortunately. I moved the folder, launched the game and it created a clean folder. But it still crashed at the same point.
  • roberta591's avatar
    roberta591
    Hero (Retired)
    3 years ago

    @Molcovia First did you configure Bit Defender to allow The Sims 4? Do you know which graphics adapter the game is using?

  • puzzlezaddict's avatar
    puzzlezaddict
    Hero+
    3 years ago

    @Molcovia  If you have any Razer software installed, please uninstall it and try again to play.  The type of Sims 4 error in your dxdiag has often been caused by a Razer application, and disabling it is sometimes not sufficient, although reinstalling it also works some of the time, so if this fixes the issue, you can try reinstalling hte program.

    If that doesn't help, or you don't have any Razer software installed, please try playing in a clean boot.

    https://support.microsoft.com/en-us/topic/how-to-perform-a-clean-boot-in-windows-da2f9573-6eec-00ad-2f8a-a97a1807f3dd

    However, do NOT disable the EABackgroundService, which is necessary for the EA App to function.  For the rest, when you reboot, go through the Task Manager's background processes list shutting down everything that doesn't absolutely need to be running, for example anything from MSI Afterburner to RGB software might still be active in a clean boot.  If you accidentally kill a critical process and it doesn't restart on its own, just reboot your computer again.

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