[PC] Sims 4 Crashing Troubleshooting Guide
Start here if your game is crashing, or won't open at all, and you don't know how to fix it. This guide is only for Windows.
Overview
jump to: Start troubleshooting
This guide will walk you through a basic troubleshooting sequence for a game that's crashing or won't start. If nothing here resolves the issue, create a new thread describing the problem and listing the steps you tried; the helper that replies can pick up where you left off.
Note: This guide is for Windows only. For crashing on a Mac, please start with a clean user folder as described in this guide. If it doesn't help, post in the Mac tech forum.
Other common issues:
- Missing DLC (expansion/game/stuff packs, kits)
- Missing user content (saves, mods, Tray files)
- Game failed to load, error code xxx:xxxxxxxx; or endless loading
- Lag/bad performance: create your own thread as described below
- The game is crashing your whole computer: create your own thread as described below
Is your game installed and updated, and can you press Play?
You do not have the option to launch the game
Update loop
If you're caught in an update loop, repairing should fix it and give you the updated version:
- Clear the EA App's cache
- Repair the game (EA App > Sims 4 > Manage > Repair OR Steam > Sims 4 > Properties > Installed Files > Verify integrity of game files)
- If you can now play, confirm the game is updated by viewing the version number in the lower-left corner of the Main Menu
Other common EA App errors
- "Game ownership disabled or deleted"
- "You don't have access"
- "Something went wrong"
- "The app couldn't connect to the internet"
If you're seeing one of these errors, and the thread has an accepted solution, please try the suggestions in that post, or provide the information requested. If the suggestions don't help, or there is no marked solution, post in that thread.
If you're seeing a different error, please look for a relevant thread in the EA App tech forum, and create a new one in that forum if nothing matches your issue. State your game (Sims 4) and platform (Windows), and post a screenshot of the error.
Does the game start when you press Play?
Yes | No, I get an error | No, and no error
If yes, can you get to the Main Menu and load a new save?
Does the error come from the EA App, Steam, or Windows?
This is what EA App (left) and Windows (right) errors look like:
Please look for your error in the relevant list below, and follow the instructions in the first post or accepted solution. If that doesn't help, post in that thread.
Common EA App errors:
- "Game license is invalid"
- "The game license has expired"
- "Failed to launch game"
- "DisplayName field missing from registry"
- "The Sims 4 is already running"
Common Windows errors:
- "Unable to start: Initialization error at start up."
- "Unable to start: The Sims 4 is already running."
- "Unable to start: Cannot start because game data is missing or damaged."
- "The requested operation requires elevation."
- "There's a problem with your game's setup. Please reinstall your game."
Steam: link2EA error
The link2EA error points to an issue with the EA App, not Steam. Please uninstall the EA App, restart your computer, and reinstall it. Run the App and Steam as an admin: right-click each one's desktop shortcut and select "Run as administrator." Confirm that both game libraries have loaded fully before trying to launch Sims 4.
If this doesn't clear up the error, uninstall the EA App with Revo Uninstaller (the free, portable version is fine), and use the Advanced scanning method when asked. Restart your computer, download a fresh copy of the App installer, and run it as an admin. Open both the App and Steam as an admin, and try again to play.
If none of these matches your error, create a new thread in the EA App tech forum if the error is from the EA App or Steam, or the Sims 4 PC tech forum if it's from Windows.
Clean folder/factory reset
Open Documents > Electronic Arts and move the Sims 4 folder to the desktop. This will remove, but not delete, your saves and other user data—the game cannot read the files when removed, but they will be intact in the new location. When you launch the game, if it launches, a clean folder will spawn with no content.
Please see this guide for more details about testing with a clean folder:
If the folder copies instead of moving, or you get an error when trying to move it:
This is likely due to OneDrive syncing your files, although other cloud-syncing apps can be at fault. For OneDrive, try pausing syncing, which you can do by right-clicking the cloud icon in the lower-right corner of the screen, or sometimes the icon is hidden in the Tray (^ icon).
Try again to move the Sims 4 folder, or rename it if you prefer, after pausing syncing. Please also see this guide for general help managing OneDrive settings.
For another syncing app, check the publisher's online documentation for how to safely pause syncing without deleting your files.
Now try again to play. Does the game open, can you get to the Main Menu, and can you start a new save?
Cannot play after factory reset
If OneDrive is running on your computer, whether you use it or not, please pause syncing as described under the spoiler in the previous section.
Please also check your antivirus for any recent actions involving Sims 4 or the EA App. If you find anything, allow the process and/or set exceptions for the game (TS4_x64, TS4_DX9_x64, TS4_Launcher_x64, and TS4_x64_fpb; or the Bin folder that contains them) and the App (EADesktop.exe). This guide covers a few common antivirus programs:
Add Exceptions to Anti Virus Programs
For other programs, check the publisher's online documentation for instructions.
If neither step helps, please create your own thread, as described below.
Time to test an old save
Open the Sims 4 folder you moved to your desktop, and open the saves folder inside. Sort it by modified date, and find the newest file that ends in .save. Right-click the file and select Copy. Open Documents > Electronic Arts > The Sims 4 > saves, right-click the empty space, and select Paste.
Because you're copying rather than moving the save, you don't need to worry about the effects of missing mods or custom content. Do not add this content back yet.
You can now test your old save in the new Sims 4 folder. Can you play it?
Yes | No
If not, can you load and play a backup of this save? Here's how to recover one.
What happens when you try to load your old save?
If you're not testing in a clean user folder, please remove your Mods folder and delete localthumbcache.package. You don't need to save your progress when testing the save, so don't worry about the effects of removing mods or custom content.
Test your save, or a backup if your main save isn't loading. If one of the following happens:
- Immediate crash
- "Game failed to load, error code xxx:xxxxxxxx"
- Booted back to the Manage Worlds map without an error
- Endless loading when trying to enter a household or lot
Please see this master thread for troubleshooting steps, as well as what information to provide if and when you need further help, or what bug report to use.
If the save plays fine for a while and crashes later, please create your own thread in the Gameplay Issues forum. State that a new save does not crash (and test to confirm that it in fact does not), and list any pattern you've noticed to the crashing in the main save. For example, the crashes might happen at the same sim-time of day or only on certain lots.
You're ready to play again
If adding back mods and/or custom content breaks the game again, please see this post, particularly the section on the 50-50 method/batch testing. If you need further help sorting through your mods or cc, please post in the Sims 4 Mods forum.
For more details about restoring the data from your old Sims 4 folder, please see this guide, starting with step 9:
Other than that, you can go back to playing as normal. Still, in case you need it later, make a backup copy of your current save, or the entire saves folder, and store it somewhere else on your computer, not in Documents or on your desktop.
If the above steps didn't help
Please create a new thread in the Sims 4 PC tech forum. Provide the following information:
- A description of the issue
- The steps you've taken, as listed in this guide, that didn't help
- A screenshot of any error message you get (use Windows key-shift-S to take it)
- 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
To attach a text file, use the paper clip (Attachment) icon included with the other formatting buttons. To attach a screenshot, use the camera (Insert Media) icon.
