[READ FIRST] Troubleshooting your Game
There are several steps one can take to troubleshoot their own game before seeking help. There are some standard recipes that can help with several game problems. Index Resetting the game to factory settings without reinstalling Keeping your Computer updated Virus protection and Firewalls conflicts Things you can try if you run into a problem within the game EA app gives you trouble Posting a question Known Issues Resetting the game to factory settings without reinstalling Many problems can be pinpointed on custom content or corruption in your user data. There's an easy way to reset your game to factory settings without going through the ordeal of reinstalling the whole thing (Path can be different depending on your OS): Make a backup of theSims4 folder in Documents\ElectronicArts to an external drive or a different place on your harddrive (or to a flash/external drive). This is only a backup if anything goes wrong. You won't need this folder for the further steps. Rename your theSims4 folder in Documents\ElectronicArts to Sims4_Backup Start the game (All your save games will be gone, your options will be reset to factory settings and all your custom content will be gone. Not to worry, it's all still there in that backup folder). You will also temporarily loose your event rewards. Those are saved in the file usersettings.ini. A new Sims 4 folder will have been recreated in your documents\electronicArts folder. Some folders might be missing for they are only created when you need them. You will need to start a new game for your old saves are still gone See if your error is gone. The Error is gone now Starting putting the folders back, starting with your saves. Check your game after every folder. The Tray folder contains all your downloaded houses and Sims that show in your library. AccountDataDB.package file contains the unlocked event rewards. Make sure to copy that back. Only put stuff back from your mods folder that is verified to still work. ALL custom content can potentially cause problems. If you found out which folder is causing problems, put your stuff back in groups or one by one until you find the guilty party. Not all folders need putting back. See this for what folder does what: User files explained Same Error still exists Either make your own post, following the guidelines here: Help us helpers to help you or if you already have one and were referred here, post there. ↑ Keeping your Computer updated Out-dated graphic and sound drivers, missing Windows Service Packs and other components that are not up-to-date can cause problems with your game. Make sure you you update those regularly. Computer maintenance is important. Defrag your Computer, clean your Registry and get rid of temporary files on a regular basis. Also clean the ventilators from time to time and if you have a desktop open it up and clean it inside. Backup your important files. That goes for your music, your photos as well as your Sims User Files. You'll find the user files in Documents\ElectronicArts. Copy the whole folder to an external drive. ↑ Virus protection and Firewalls conflicts They are both very important and no Computer should be without. Nevertheless can they lead to issues. If you have trouble patching or the launcher doesn't work correctly, make sure you tell your Virus program/Firewall that the EA Site is safe by adding Origin.exe, TS4.exe, TS4_x64.exe and thesims.com and Origin.com, as exceptions. ↑ Things you can try if you run into a problem within the game These tips are things you can try if you see any kind of weird behavior in your game. Use the cheat resetsim <firstname> <lastname> to reset a particular Sim in your town. You won't loose any progress, all it does is put the Sim to a safe location from where he can start acting again Restart the game or the computer Go traveling Go to Manage world and move your Sim out of his home and then back into the same one. If you have money troubles, use the cheat freerealestate. Load a backup game. Start a new game to see if the error is only happening in the current save game. Make sure to completely close down your game before starting a different game. Not just go to the mainmenu. Start the game in windowed mode ↑ EA app gives you troubles A lot of issue can be pinpointed on corrupt installations or issues with Ea app itself. Try the following things first: Repair the game through Origin Right-click on the game Choose Repair Game. Reinstall Origin. Deactivate Origin in game ↑ Posting a question If you need help, make sure you post as much information as possible. Include your computer information and info about whether you use Custom Content or mods and what EPs you own. ↑[FAQ] Current Patch - 1.67 - Manual links and more
PLEASE TAKE OUT YOUR MODS BEFORE UPDATING!!!!!!!!!!!!!!!!!!!!! Make sure to backup the folder in documents\electronicarts\thesims3 to a safe place. That's all your user data like your downloads and savegames. Patch Notes See here: http://www.thesims3.com/game/patches/-508283802 (make sure to set your country to US to read) How to install Download the patch to a place of your choice on your hard drive (don't choose to run it directly, download it first in case something goes wrong) Find the file and double click on it to install Wait until the patch is installed Done Patch Links Below you find the current manual patch links. This patches are NOT for Steam Users. Steam has it's own update system. If you have any troubles with the smaller incremental patch (like the Invalid File Found error), use the bigger Superpatch. If you are at a lower version than 1.66 right now, also use the super patch. If you already patched through the launcher, you don't need to use these. The manual links are for people that have issues getting the patch through the launcher or get errors with it. Super Patch Super Patch (All Regions), 1.7 GB Incremental from 1.66 Make sure to download the right region. The last two digits of your base game version will tell you your region. Region 1 (USA), 176,1 MB Region 2 (Europe, Australia & Rest of the world), 177.9 MB Region 3 (Asia), 176.1 MB Region 5 (Japan), 175.6 MB Region 17 (Digital Game Version), 179.8 MB Macs Super Patch Links Region 1 (USA), 1.7 GB Region 2 (EEurope, Australia & Rest of the world), 1.7 GB Region 3 (Asian), 1.7 GB Region 5 (Japan), 1.7 GB Region 17 (Digital Game Version), 1.7 GB Please read this post carefully. Links also availble: Official EA Download Links for The Sims 3 *Cumulative* Manual Update ------------------------------------ Did this FAQ help you with your issue ? If so, please consider pressing the XP button[FAQ] Lost and broken DVDs and missing serial codes - What to do ?
Lost/broken DVD but still have the serial code With your serial code, you are eligible for the download version of your game. You can download it through Origin and redeem your code. Instructions on how to do this can be found here: Redeem Your Serial Code in Origin Make sure to uninstall the DVD version and install the download version instead. Finding your Registration / Serial Code If you still have the game on your computer you can follow these steps to find your serial code from your registry (PC only). Credits of to Carl's Sims 3 Guide You need to be signed in as an Administrator first. Windows may require your permission to open the Registry Editor and if so, just click on yes. Press the Windows key on your keyboard and type regedit in the search bar and press Enter. Click on 'File' at the top left of the window that opens then click on Export. Choose a location and name for the file as this will be your backup registry file. Click Save. This backup is created just as a precaution. Now to find your serial codes for each specific EP or SP installed on your computer: Expand the HKEY_LOCAL_MACHINE folder. Expand the SOFTWARE folder (Wow6432Node for 64 bit systems) Expand the Electronic Arts folder. Expand the Sims folder Expand the EP or SP you need the code for Click on ergc and in the box to the right under 'Data' you will see the code Write it down somewhere save Repeat above steps for each EP --------------------- Instructions for Macs can be found here: Finding your serial key using Terminal ------------------- Finding the code on Origin If you registered the game on thesims3.com OR bought it on Origin, the serial code can be found in the myGames tab on the Origin client. Download the client from here http://origin.com/download, log in with your data and go to the MyGames tab. Hover over the game and find the i. The product code listed there is your serial number (it can be different from your original one if the game was bought before Origin came out) No access to the serial code If you lost your serial code and don't have the game installed on an old computer, you need to contact Customer Support. They can be found here: https://help.ea.com/contact-us You have the option to contact them by mail, phone or Live Chat. Make sure you have a game, a category and a platform selected for the options to become available. For Live Chat, make sure to choose US as your country. If you registered your game to your account, it should be easy to get the code. If not, they'll give you a new code if you can proof that you own the game. See this: Obtaining a Replacement Registration Code ------------------------------------ Did this FAQ help you with your issue ? If so, please consider pressing the XP button
[FAQ] Troubleshooting Steps
There are several steps one can take to troubleshoot their own game before seeking help. There are some standard recipes that can help with several game problems. Resetting the game to factory settings without reinstalling Many problems can be pinpointed on custom content or corruption in your user data. There's an easy way to reset your game to factory settings without going through the ordeal of reinstalling the whole thing (Path can be different depending on your OS): Make a backup of theSims3 folder in Documents\ElectronicArts to an external drive (or burn it on a DVD or to a flash drive) Rename your theSims3 folder in Documents\ElectronicArts to Sims3_Backup Start the game or the launcher (All your save games will be gone, your options will be reset to factory settings and all your store content will be gone. Not to worry, it's all still there in that backup folder). A new Sims3 folder will have been recreated in your documents\electronicArts folder. Some folders might be missing for they are only created when you need them. Quit the game and the launcher Move the options.ini file from your backup folder to your newly created folder in documents\electronicArts\thesims3 to recover your graphic/sounds/gameplay options Start your game. You will need to start a new game for the other one is still missing right now. See if your error is gone. The Error is gone now Starting putting the folders back, starting with your saves. Check your game after every folder. This file UserPresets.package is all your custom styles you created in game, so you need to copy that one back as well. The files PassportData.package and ChallengeData.package contain your SimPort and Achievements progress. Make sure to put back. The folder Collections contains your collections. Make sure to put that back. If you find a mods folder in your documents folder, make sure you only put the stuff back that you know to be compatible ALL custom content can potentially cause problems. If you found out which folder is causing problems, put your stuff back in groups or one by one until you find the guilty party. Same Error still exists For Beginners Either make your own post, following the guidelines here: http://answers.ea.com/t5/The-Sims-3/READ-FIRST-Help-us-Helpers-to-Help-you/td-p/255562/ or if you already have one and were referred here, post there. For Advanced Users Go to programs\electronicarts\thesims3 and make sure you DO NOT have a mods folder there. If you do, move that to your desktop. Also make sure that there is no resource.cfg on that level (there will be on in your gamebin folder, don’t delete that one). Repeat above step for every expansion you have. If you have the download version of the game through Origin, make sure there aren’t any left over installation files. They can be found here: programs\Origin Games\<name of the expansion>\__Installer. Keeping your Computer updated Out-dated graphic and sound drivers, missing Windows Service Packs and other components that are not up-to-date can cause problems with your game. Make sure you you update those regularly. Computer maintenance is important. Defrag your Computer, clean your Registry and get rid of temporary files on a regular basis. Also clean the ventilators from time to time and if you have a desktop open it up and clean it inside. Backup your important files. That goes for your music, your photos as well as your Sims User Files. You'll find the user files in Documents\ElectronicArts. Copy the whole folder to an external drive. Virus protection and Firewalls They are both very important and no Computer should be without. Nevertheless can they lead to issues. If you have trouble patching or the launcher doesn't work correctly, make sure you tell your Virus program/Firewall that the EA Site is safe. Disable it temporarily to find out if the firewall is the issue. Things you can try if you run into a problem within the game These tips are things you can try if you see any kind of weird behavior in your game. Use the cheat resetsim <firstname> <lastname> to reset a particular Sim in your town. You won't loose any progress, all it does is put the Sim to a safe location from where he can start acting again Use the cheat resetsim * to reset every single Sim in your town. Delete your Cache files: In Documents\ElectronicArts you'll find these files: CASPartCache.package, compositorCache.package, scriptCache.package, simCompositorCache.package. Those are cache files that are recreated on start up. Delete them from time to time. Restart the game or the computer Go to Edit Town and move your Sim out of his home and then back into the same one. If you have money troubles, use the cheat freerealestate. You need to enable the the cheat testingcheatsenabled true first. Go to Edit Town and save your Sim/family to the library. They will keep their skills and age and the relationship towards each other. Then start a new game and put the saved family into the game. You will loose all relationships you made with other Sims that are not in your family Load a backup game. Start a new game to see if the error is only happening in the current save game. Bypassing the launcher If you have issue with your launcher, you can bypass the launcher to start your game . Navigate to the following file (location my vary depending on your Operating System): \programs(x86)\electronicarts\thesims2\Game\Bin\TS3W.exe. Right-click on the file and choose create shortcut. If asked if you want to create it on your desktop, say yes. If it gets created somewhere else, just move the shortcut to your desktop. Start the game by double-clicking on the new shortcut Finding your Registration / Serial Code If you still have the game on your computer you can follow these steps to find your serial code from your registry (PC only). Credits fo to Carl's Sims 3 Guide You need to be signed in as an Adminstrator first. Windows may require your permission to open the Registry Editor and if so, just click on yes. 1. Press the Windows key on your keyboard and type regedit in the search bar and press Enter. 2. Click on 'File' at the top left of the window that opens then click on Export. 3. Choose a location and name for the file as this will be your backup registry file. 4. Click Save. 5. This backup is created just as a precaution. Now to find your serial codes for each specific EP or SP installed on your computer: Expand the HKEY_LOCAL_MACHINE folder. Expand the SOFTWARE folder (Wow6432Node for 64 bit systems) Expand the Electronic Arts folder. Expand the Sims folder Expand the EP or SP you need the code for Click on ergc and in the box to the right under 'Data' you will see the code Write it down somewhere save Repeat above steps for each EP If you don't have the game on your computer anymore, you'll need to contact Customer Support. They are the only ones that can help. For support, please visit the EA Help website. For instructions on how to use the EA Help services, please refer to How to use EA Help. You have the option to contact them by mail, phone or Live Chat. For Live Chat, make sure to choose US as your country. Finding your game version See this post for details: How to find your game version Posting a question If you need help, make sure you post as much information as possible. Include your computer information and info about whether you use Custom Content or mods and what EPs you own. Please also state if you are on a PC or MAC and if you are using download version through Origin or Steam or DVD Version. Common Issues Lags & Freezes Game Crashes Save Errors (Error 12, 13, 15, 16) ------------------------------------ Did this FAQ help you with your issue ? If so, please consider pressing the XP button
