wont load after update

badnbeyond1122​  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.  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've moved but temporarily unread by the game.)  Don't add anything to the new folder yet; just start a new save and see how it runs.

If this doesn't or didn't help, 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.

ok,  so I have the folder on my desktop. It didn't load. I did the second step, attachment below

badnbeyond1122​  There's nothing in your dxdiag that makes the issue clear, which could mean that any Sims 4-related errors have been crowded out by newer ones, or that the game is being blocked from starting rather than crashing.  The latter could be antivirus-related, but there are several causes.

So please run today's update (if you haven't already), and if you use a third-party antivirus, disable it, temporarily of course, and repair the game (EA App > Sims 4 > Manage > Repair).  Try to play with the AV disabled, and if it helps, set exceptions for TS4_x64, TS4_DX9_x64, and TS4_Launcher_x64, or the Bin folder they're in.  Set an exception for EADesktop.exe as well while you're there.

If this doesn't help, please look for related errors in the Reliability Monitor.  Click 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 open.  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.

Hi, so I ran the update and repaired the game, but it still won't load. The second step, I don't even know where to begin to do this step > Try to play with the AV disabled, and if it helps, set exceptions for TS4_x64, TS4_DX9_x64, and TS4_Launcher_x64, or the Bin folder they're in.  Set an exception for EADesktop.exe as well while you're there, maybe because it won't load, I'm not sure here is information from the third step > Windows Installer reconfigured the product. Product Name: EA app. Product Version: 12.0.0.0. Product Language: 1033. Manufacturer: Electronic Arts. Reconfiguration success or error status: 0.

badnbeyond1122​  I'd like the Reliability Monitor info from today.  It looks like there's at least one error, all the way to the right in your screenshot; the entries I see for June 30 are all generic updates, nothing related to this issue.

For the second step, I was saying try to play with the antivirus disabled, and if you can in fact open Sims 4, set those exceptions in the antivirus.  If you don't know how to set an exception, google "[antivirus name] set exception" and look for instructions from the publisher of the software for setting exceptions or exclusions.  Most publishers have good documentation online.