Unable to start - The Sims 4 is already running

Hi @hinckleyan, 

Can you open up task manager and check to see if The Sims is showing as running there? 

- EA_Lanna

It's definitely not there in Task Manager. Thanks for replying so quickly. 

I did check and both Origin and The Sims 4 (32 bit and 64 bit) are allowed through the Firewall and my antivirus. 

Thanks for the suggestion though - I do appreciate you taking the trouble to reply! 

@hinckleyanIn permissions make sure Origin.exe and TS4_x64.exe is allowed in the security.

Also have you tried removing the userData.lock file from the documents>electronic arts>sims4 folder? After that all you need to do is relaunch the game. But i have to warn you, unfortunately you loose all your families etc. so i recommend saving them to your gallery.

Another option is go to Documents > Electronic Arts > Sims 4 Folder > Rename the folder Sims 4_old > Relauch the game. It could be caused due to issue with game saves file.

Another thing to try is:

1. Go to the Documents folder (That is where your electronic arts folder will be stored)

2. Move the Electronics art folder onto your desktop, (make sure that there is no electronics folder in your documents folder- such as a copy of it) DO NOT DELETE THE ELECTRONIC ARTS FOLDER ONCE ON DESKTOP

3. Launch Sims 4...it should start...once you are in exit.

4. Go to the Documents and there you should see a new Electronic arts folder...click on it and then onto The Sims 4.

5. If you have any mods or saved games replace the Mods & Saves folders in your old electronic arts folder (the one on your desktop) with the ones in your new electronics art folder. (You can now delete the electronics art folder on your desktop)

6. Launch The Sims 4 and play like normal to see if it works

@hinckleyan  If you have Controlled Folder Access running, please either disable it or change its settings, as described here:

https://crinrict.com/blog/2019/03/windows-10-defender-controlled-folder-access.html

If that doesn't help, let me know what antivirus you use.

Hi there, Thanks for the response. 

Controlled Folder Access was already disabled. 

I'm using SentinelOne anti-virus. 

@hinckleyan  Within the SentinelOne settings, please specifically set path exclusions for the Origin and Origin Games folders in Program Files (x86), using the "Performance focus - extended" option described here:

https://www.cybervigilance.uk/post/sentinelone-path-exclusion

(Check the box to include subfolders too.)  I don't know whether this is necessary for Sims 4, but it's easiest to start with the most sweeping option and work backwards from there.

If that doesn't help, temporarily disable SentinelOne entirely.  As long as you don't do anything except open Origin and Sims 4, your computer should be safe.  Again, I'm not saying this is the best permanent fix, just a useful way to narrow things down.

If that doesn't help either, please create a new admin Windows account on your computer.  The account name should contain only letters and numbers, no special characters, accents, etc.  Make it a local account, as in, don't sign into your Microsoft account, and don't sync with any other services.  You'll be able to sign into your existing Origin account and shouldn't need to redownload anything, but your saves and other user content won't be available.  Just let me know whether you can launch the game and create a new save.

Removing the userData.lock file resolved my issue!!