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Re: Floor Disappears and Build Mode Crashes Game

by Bluebellflora
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Floor Disappearing Glitch, EA Support Out of Ideas

★ Apprentice

Does anyone know how to fix the glitch where the floor disappears in all of the in game lots? I've seen this question asked before (example), but can't find an answer. I've contacted EA support a few times, and at this point they've run out of ideas. They said the only thing left to do was to post here. 

 

The Glitch: (https://imgur.com/a/PbY6UZG)

 

When entering a lot the floor disappears and the developer space below the game's ground level is visible. Objects float above the ground, but the floor is missing and when trying to enter Build Mode the game crashes. When a sim walks or tries to route through the the transparent space the game crashes. This happens on all the lots, base game and expansion worlds. 

 

This is after a fresh install of Origin and The Sims 4 onto a new 2019 Macbook Pro. No previous saves, CC, or any old files. I've reinstalled Origin twice, reinstalled the game and expansions twice, repaired the game, reset Origin, booted the computer in safe mode, created a new separate administrator account, contacted EA Help, changed the graphics settings, and toggled between windowed and full screen. 

 

Tech Specs: 

 

OS: 10.15.4

Processor: 2.3 GHz 8-Core Intel Core i9

Memory: 16 GB 2667 MHz DDR4

Graphics: AMD Radeon Pro 5500M 4 GB, Intel UHD Graphics 630 1536 MB

 

 

Any ideas would be really helpful at this point. 

 

See image: https://imgur.com/a/PbY6UZG

Message 61 of 391 (643 Views)
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Re: Floor Disappears and Build Mode Crashes Game

Hero
@kace12345 I merged your post with the master thread on this

Could you read the first post for more info ?

Happy Gaming
Crin


Trennlinie


I don't work or have any association with EA. I give advice to the best of my knowledge and cannot be held responsible for any damage done to your computer/game.

Please only contact me via PM when asked to do so.


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Message 62 of 391 (673 Views)
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Re: Floor Disappears and Build Mode Crashes Game

★ Apprentice
@crinrict Thank you for linking my post with this master thread! I did search search to see if the issue had been posted about before, but I must have missed this thread. I'll go back and read the previous posts. Thanks again!
Message 63 of 391 (655 Views)
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Re: Floor Disappears and Build Mode Crashes Game

★ Apprentice

After reading the previous posts, I finally got the game to run by moving the EA folder from Documents to the desktop. 

Message 64 of 391 (645 Views)
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Re: Floor Disappears and Build Mode Crashes Game

@kace12345

Thanks for that update and what worked for you. Maybe it was the graphics settings and by moving the Sims 4 folder and forcing a new one the graphics were set to default. What are your Retina and Vertical Sync settings now in-game?

Also, which specific GPU does your Mac have?

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Message 65 of 391 (641 Views)
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Re: Floor Disappears and Build Mode Crashes Game

★ Apprentice
@Bluebellflora Unfortunately, moving the EA folder didn't actually fix the problem.

I was able to load one lot correctly the first time after moving the folder to the desktop, but every subsequent time I ran into the same problems I was experiencing before with crashes and missing floors. I did notice that even though the EA folder is on the desktop, the game seems to create a new folder in documents when it starts up and will use that folder in documents rather than the one on the desktop. Which means, I can't save the game or import tray or save files.

Since the game starts from a brand new folder each time, the settings are set to the default ones which are Retina Display: On and Vertical Sync: Off.

My computer specs are:
OS: 10.15.4
Processor: 2.3 GHz 8-Core Intel Core i9
Memory: 16 GB 2667 MHz DDR4
Graphics: AMD Radeon Pro 5500M 4 GB, Intel UHD Graphics 630 1536 MB
Message 66 of 391 (562 Views)
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Re: Floor Disappears and Build Mode Crashes Game

@kace12345

Yes, that is the point of moving the folder, so a new one is generated and none of your previous content is loading Standard smile The game will always generate a new Sims 4 folder in Documents > Electronic Arts if it can't find one when you load the game.

You can move your saves into the newly created Saves folder, and your Tray files in to the new Tray folder. But be aware that if it breaks again it may be an issue with those files.

Is iCloud Drive off?

Have you tried toggling full screen and windowed modes?

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Message 67 of 391 (558 Views)
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Re: Floor Disappears and Build Mode Crashes Game

★★★ Novice

I've been having this same problem for a while and I've tried everything including speaking with an ea support person and nothing works the game remains completely broken and nothing works. very frustrating since I know my computer can run The Sims 4 yet the game is broken. Every suggestion in this thread has not worked. 

Message 68 of 391 (515 Views)
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Sims 4 keeps crashing - New Macbook Pro 2019

★ Apprentice

CAS works fine - crashes when starting gameplay / buildmode.

 

Crashes with no error message, but has logs of crashes, here is the latest one:

 

<?xml version="1.0" encoding="UTF-8"?><report><version>2</version><sessionid>451720b3bd295165ec8795c</sessionid><type>crash</type><sku>ea.maxis.sims4.15.mac</sku><createtime>2020-05-23 01:20:00</createtime><buildsignature>Local.Unknown.Unknown.1.62.69.1220-1.200.000.443.Release</buildsignature><systemconfig></systemconfig><categoryid> 0x3514</categoryid><stack> 0x3514 0x9770 0x53d02 0x107cd9d 0x107d611 0x1077216 0x1088c17 0x1603c6d 0x15fbaeb 0x1588fb7 0x1587c40 0x103922f 0x1038a59 0x1038999 0xf5f965 0xdc5cb8 0x3765 0x24a2 0x2481 0xbf3ca 0x9e9b9 0x9e51f 0x9e007 0x82daa</stack><threads></threads><screenshot></screenshot><memdump></memdump><contextdata>Client Session Time: 227.82<br />Num Save Errors: 0<br />Num Load Errors: 0<br />Current Game State: 0xbe7da869<br />Origin Version: 10,5,70,40362<br />Modded: False<br />SystemInfo: Mac OS X Version 10.15.4 (Build 19E287) GPU: AMD Radeon Pro 5500M macOS Metal driver 0.0.0.0<br />(baseaddr) 0x7fff53980000,'IOAccelerator' 0x7fff225da000,'AMDRadeonX6000MTLDriver' 0x7fff225da000,'AMDRadeonX6000MTLDriver' 0x10bee2000,'The Sims 4' 0x10bee2000,'The Sims 4' 0x10bee2000,'The Sims 4' 0x10bee2000,'The Sims 4' 0x10bee2000,'The Sims 4' 0x10bee2000,'The Sims 4' 0x10bee2000,'The Sims 4' 0x10bee2000,'The Sims 4' 0x10bee2000,'The Sims 4' 0x10bee2000,'The Sims 4' 0x10bee2000,'The Sims 4' 0x10bee2000,'The Sims 4' 0x10bee2000,'The Sims 4' 0x10bee2000,'The Sims 4' 0x10bee2000,'The Sims 4' 0x10bee2000,'The Sims 4' 0x7fff31551000,'Foundation' 0x7fff2ee9b000,'CoreFoundation' 0x7fff2ee9b000,'CoreFoundation' 0x7fff2ee9b000,'CoreFoundation' 0x7fff2ee9b000,'CoreFoundation'(/baseaddr)</contextdata></report>

 

--

 

Macbook details: New macbook pro, late 2019, 8 GB graphics card, 32 gb ram, i9 processor.

- No previous games played prior to this, this is a fresh install for Sims 4.

 

We tried the following repair, did not help:

- lowering resolution

- Turning off enable Origin in game off

- repairing sims 4 game

 

Can anyone help?

 

Message 69 of 391 (484 Views)
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Re: Sims 4 keeps crashing - New Macbook Pro 2019

@AmazingADO

I've merged your post into this thread specific to your model Mac for more info. Could you try the suggestions in the opening post on page 1 and see if one of them helps?

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Message 70 of 391 (432 Views)
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