wont load after update

Question

When I updated my Sims 4 game, it will no longer load it does not launch at all i have repaired it i have uninstalled and reinstalled it i have cleaned my cookies i do not under how or what files are courpt to remove it from the folder i tried to follow the steps in the discussion but it very hard is this the only help i can receive? also, I do not have any add-ons for my games, I have not purchased any packs&nbsp;

puzzlezaddict · Answer

badnbeyond1122​&nbsp; If you haven't already, please try playing in a clean user folder. &nbsp;Move the entire Sims 4 folder out of Documents &gt; Electronic Arts and onto your desktop. &nbsp;When you launch the game, if it launches, a clean folder will spawn with no content. &nbsp;(Your saves and other content will be intact in the folder you've moved but temporarily unread by the game.) &nbsp;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. &nbsp;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. &nbsp;From there, you can attach it to a reply using the paper clip (Attachment) icon included with the other formatting buttons.

badnbeyond1122 · Answer

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

puzzlezaddict · Answer

badnbeyond1122​&nbsp; 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.&nbsp; 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 &gt; Sims 4 &gt; Manage &gt; Repair).&nbsp; 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.&nbsp; 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.&nbsp; 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.&nbsp; Today is on the right.
Look for an error that happened at exactly the time of your most recent attempt to open. &nbsp;If you find one, double-click it to see more details, then copy that info and paste it into a reply here. &nbsp;If you don't see a new error, check back in an hour or so—the Reliability Monitor doesn't always update right away.

badnbeyond1122 · Answer

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 &gt; 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.&nbsp; 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 &gt; 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.

puzzlezaddict · Answer

badnbeyond1122​&nbsp; I'd like the Reliability Monitor info from today.&nbsp; 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.&nbsp; 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.&nbsp; Most publishers have good documentation online.