Forum Discussion

keysh23's avatar
keysh23
10 months ago
Solved

"There is a problem with your game setup. Please reinstall your game" error.

For the past few days when I try to open The Sims 4, I've been constantly met with a "There is a problem with your game setup. Please reinstall your game" message. At first, nothing would happen when...
pc
  • puzzlezaddict's avatar
    puzzlezaddict
    10 months ago

    @keysh23  I doubt Steam is the issue here, but one possible cause of the game not launching is having family sharing enabled.  So please check that setting.

    If that's not relevant, I'd suggest doing a clean uninstall of Sims 4 and the EA App with Revo Uninstaller (the free version is fine), as described here:

    https://answers.ea.com/t5/PC/CURRENT-ISSUE-Sims-4-DLC-shows-as-installed-won-t-load-in-game/m-p/12942151#uninstall

    If you don't have any other Steam games installed at the moment, go ahead and uninstall Steam with Revo as well, specifically after uninstalling Sims 4.  (The order is important here.)  Uninstalling Steam will remove any installed Steam games unless you've changed the default install location.  If you do want to try uninstalling Steam but don't want to lose your other installed games, move them to a new directory first:

    https://help.steampowered.com/en/faqs/view/4BD4-4528-6B2E-8327

    Moving the other games ensures they don't disappear along with Steam itself.  Regardless of whether you have any other games, go ahead and create a new Steam library (as described in that link) into which you'll install Sims 4.

puzzlezaddict's avatar
puzzlezaddict
Hero+
10 months ago

@keysh23  If you use a third-party antivirus, please disable it (temporarily) and repair the game in Steam; the option should be something like "Verify integrity of the game files."  Test the game once before reenabling the antivirus.  As long as you don't do anything else, your computer should be safe.  If this helps, set exceptions for TS4_x64, TS4_DX9_x64, and TS4_Launcher_x64; or the entire Bin folder they're in.  It's worth setting an exception for EADesktop.exe as well.

If this doesn't help, please run a dxdiag and attach it to a post.

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

keysh23's avatar
keysh23
10 months ago

I don't have any third party antivirus programs, and repairing the files doesn't seem to do much either.

  • puzzlezaddict's avatar
    puzzlezaddict
    Hero+
    10 months ago

    @keysh23  I don't know whether this is related to the Sims 4 issue, but please uninstall the Acer User Experience Improvement Program (UEIP) App Monitor Plugin, which is crashing repeatedly.  You can uninstall through Windows Settings > Apps.  Restart your computer afterwards.

    If that doesn't help, please try launching Sims 4 in DirectX 11 mode, or switch back to DirectX 9 mode if you're currently using DX11.

    https://answers.ea.com/t5/PC/Enabling-DirectX-11-For-Sims-4-on-EA-app-and-Steam/td-p/13711976

    If that doesn't help, please look for new errors in the Reliability Monitor.  Hit Windows key-R and enter "perfmon /rel" without quotes, and you'll see a chart of errors and updates with a column for each day.  Today is on the right.

    Look for an error that happened at exactly the time of your most recent attempt to launch Sims 4.  If you find one, double-click it to see more details, then copy that info and paste it into a reply here.  If you don't see a new error, check back in an hour or so—the Reliability Monitor doesn't always update right away.

    • keysh23's avatar
      keysh23
      10 months ago

      I tried everything here and nothing seems to have worked in my favor. I did try the reliability monitor earlier and came back right now to see if it was ever logged, but I don't think so. The only error that was reported around the same time looks like it doesn't have much to do with the Sims or anything with EA but I'm not too sure. 

      • puzzlezaddict's avatar
        puzzlezaddict
        Hero+
        10 months ago

        @keysh23  Right, that shouldn't have anything to do with Sims 4.  It's another component of Acer software that appears to not be working correctly.

        For that and other reasons, 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

        The one service to leave enabled is the EABackgroundService, which the EA App needs in order to run.  Disable the rest as described.

        When you reboot your computer, go through the Task Manager's background processes list shutting down any service that doesn't absolutely need to be running, for example anything from MSI Afterburner to RGB software might still be enabled.  If you accidentally kill a critical process and it doesn't restart on its own, just reboot your computer again.

        Don't open anything other than Sims 4 and the EA App while testing, not even a browser window.

        If this doesn't help, please repeat the test, except with your computer offline.  You can sign into the EA App and put it in offline mode, then disable wifi and/or disconnect the ethernet cable before pressing Play.

        Please look for new Reliability Monitor errors after each test, and post anything you find.

About The Sims 4 Technical Issues - PC

PC players get help with their technical issues in The Sims 4 here.51,962 PostsLatest Activity: 17 minutes ago