Forum Discussion

jazzman_87's avatar
jazzman_87
New Novice
16 days ago

There's a problem with your game's setup W10

Unfortunately I've tried all of the above and it's not worked for me. I am launching through steam and the EA app, could that make a difference? I'm unable to see where I can add -dx9 on the app.

Just as an aside - I've not had this problem until recently, I've played over 700 hours of this game without any problems until now

  • jazzman_87  Are you getting exactly this error, or a different one?  If it's different, please type out the text or post a screenshot.

    In either case, please please provide a dxdiag.  Hit Windows key-R, enter dxdiag in the run box, wait for the scan to finish, click "Save all information," and save the file to your desktop.  From there, you can attach it to a reply using the camera (Insert Media) icon included with the other formatting buttons.

  • jazzman_87  I've split your post into its own thread since you have a Windows 10 computer, not Windows 7 like most people with this error, so the cause is likely different for you.  Your dxdiag lists a few generic Windows errors, so please 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.

    If you use a third-party antivirus, please disable it, temporarily of course.  Clear the EA App cache:

    https://help.ea.com/en-us/help/faq/clear-cache-to-fix-problems-with-your-games/

    and repair the game, again if you have already: game library > Sims 4 > Manage > Repair.  Then try to play with the AV still disabled; as long as you don't do anything else at the same time, your computer should be safe.  If this works, set exceptions for TS4_x64 and TS4_Launcher_x64, and EADesktop.exe as well, in your AV.

    If this doesn't help, please list the location where you've installed the game, which you can see under Sims 4 > Manage > View properties.  That's also where you'd add the -dx9 command line argument if you're playing through the EA App.  In Steam, it's Properties > General > Launch options.

    • jazzman_87's avatar
      jazzman_87
      New Novice

       

      I really appreciate all the effort you went to with that answer however even after doing all of that, it still throws up the same error. I don't use a third party antivirus but I still went into Windows security and added exceptions even though I made sure that my steam folder was excluded a while back.
      I then verfied the game files in steam once more and still no luck sadly.

      Here's the message I received after the sfc /scannow process:

      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>

  • jazzman_87  Please try doing a clean uninstall of Sims 4 and the EA App.  (Steam is likely fine, and uninstalling it would also uninstall any other Steam games you have.)  Instructions are here:

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

    To keep things simple, I'd suggest reinstalling through the EA App and leaving Steam out of it for now.  Please do create a new folder, on the root level of your drive, into which you install Sims 4.

    • jazzman_87's avatar
      jazzman_87
      New Novice

      Thanks again for your help so far, apologies for my delayed response.

      So I've done the clean uninstall and reinstall and now it's working however, none of my DLC packs are installed as it says on the EA App to manage them through steam.
      The option to install on Steam is there but surely this will result in a duplicate installation as I have no choice but to go through the 'steamlibrary' folder on my drive as opposed to the newly created E:/TheSims4.  

      Sorry to keep adding to the messageboard but if you've got any further advice it'd be much appreciated, thanks.

  • jazzman_87  Okay, so you've established that Sims 4 works on your computer, under some conditions.  The problem is that your Steam-owned DLC won't work in the EA App.  So please clean-uninstall the EA App version of Sims 4 and install it through Steam.

    You can change the install location in Steam; it's just a bit more complicated than with the EA App:

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

    You don't need to apologize for the late reply or for the new post.  Lots of people don't have time to keep troubleshooting (or get distracted) and come back when they can.  And the whole point of this site, or the help sections anyway, is to keep asking until the problem is addressed.

    • jazzman_87's avatar
      jazzman_87
      New Novice

      Appreciate that thank you, in the past I haven't always had the best luck on troubleshooting forums.
      Amazing yes! It's all sorted now, just gotta do the clean uninstall, before you replied I installed the steam version but caught myself out with the duplicate. 
      Thanks again for all your help!