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LBonne24's avatar
LBonne24
Seasoned Ace
5 hours ago

Unable to launch game for a month

Hi everybody! So, I tried to get back to the Sims almost a month ago now and ran into some issues. I have been unable to launch the game; every time I try, I get an error saying that it is on the EA app's end. I worried that it was due to how I tried to download the game; I had added a second internal hard drive to the D drive, and downloaded the EA app there originally, but even changing it back to C drive didn't work. OneDrive also interfered, but redownloading it to ensure that the EA Games folder was generated in the correct Documents folder in the C drive also didn't help. The game would launch, and today got to the loading screen, and then exited back to the app. I haven't seen past the intro in a month.

I did attempt to reach out to EAhelp, but previously, there was a warning on my account due to a double charge several months ago, and they assumed the issue was in relation to that and encouraged me to appeal. And while the appeal process did not work. The warning has been lifted, and I still cannot access my game. Regardless, the warning I had would have left me with access to my game, according to the information on the EA site that I was referred to by those who work at EA. So I do not think that this is related to that; I think it is a technical issue. I was just unable to receive help (from Eahelp) due to the stigma attached to that entire incident. I tried reaching out today, but it was some Betaapp option and it kept rerouting me to self-help options listing banned accounts, clearing your cache, etc. 

As of right now, I have no idea how to get my game to launch. I am able to get other computer games to work, including those running on the D drive itself. So it is not that the computer had issues. Nor that the drive I installed was installed improperly. And I can confirm that the folders for the Sims 4 game are generating correctly in the C drive. I just can't get the game to launch. And I'm not sure what's going on, nor can I reach Eahelp for support. Any assistance would be greatly appreciated. Especially since I bought several games when I decided to try playing again. 

cc or mods removed
crashing
ea app
launching

7 Replies

  • LBonne24's avatar
    LBonne24
    Seasoned Ace
    2 hours ago

    Thank you so much!. Here's hoping transferring in sims and saves won't undo everything.

  • LBonne24's avatar
    LBonne24
    Seasoned Ace
    2 hours ago

    puzzlezaddict​ You are a wonder! I didn't know how to delete that at first because it isn't in programs, but they were modules in razer synaspe and it didn't actually stop my computer from the rgb function but now my game is loaded! So I'm gonna try adding in my saves and mods. And if that works  I can finally play. The idea that it was actually set of modules is insane. Pretty colors make game not work.

  • puzzlezaddict's avatar
    puzzlezaddict
    Hero+
    2 hours ago

    LBonne24​  The scratch folder contains your unzipped save, but the game populates it, during the first loading screen, with the files from your most recent save... or maybe with some generic files if you don't have a save.  The scratch folder shouldn't exist at all when the game is closed, but it often doesn't get deleted after a crash.  Regardless, you can delete it now.

    For the issue itself, please uninstall Razer Chroma, a component of which has been crashing and which has been known to cause problems with Sims 4.  So do certain other Razer apps at times: Cortex, Synapse, Game Manager Service.  I realize you can't uninstall all Razer software on a Razer laptop, but at least remove the ones that are accessible, one at a time until the game starts working again.  Hopefully Chroma is the only issue though.

  • LBonne24's avatar
    LBonne24
    Seasoned Ace
    3 hours ago

    I believe we are talking about the same folder. It's the one where it's documents> Electronic Arts> Sims 4>etc. Previously, I moved it and had it regenerated. Before you reached out, I did a clean uninstall (of both Sims 4 and the EA app) (found an article on the forums) while waiting for help and reinstalled the entire game. And it regenerated. And currently, there is a folder called "scratch" in the save folder. I found an article saying that it's due to its failure to launch. I'll attach the DXDiag below. Thanks so much for the help. I'm fully at wits' end.

    Because I backed up my old saves and mods already, that folder has been empty this entire time. I have been just trying to get the game to run vanilla before adding the saves and sims back in. And then adding cc/mods. They are all on my desktop. (And also backed up on an external drive)

    I am still getting the error. 

     

  • puzzlezaddict's avatar
    puzzlezaddict
    Hero+
    4 hours ago

    LBonne24​  Have you removed or renamed the Sims 4 user folder in Documents > Electronic Arts?  This isn't about where you've installed the game, although OneDrive would have been managing this folder.  Please first make sure you have the correct folder.  You can check the time stamp on Config.log—the file updates each time you launch the game even if it crashes immediately afterwards.

    Rename this folder, or move it elsewhere, so the game has to generate a new one.  (Your saves and other content will be intact in the folder you've moved but temporarily unread by the game.)  Don't add anything to the new folder yet; just see whether you can get far enough to start a new save and play in live mode.

    If you get another crash, please provide a dxdiag.  Click 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 paper clip (Attachment) icon included with the other formatting buttons.

    And let me know whether you're still getting the "failed to launch game" error.  If you do see it once, restart your computer and try again; this error sometimes shows up when people try to launch the game just after it's crashed.

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