the sims4 says it is running but I can only hear the music

[Ellie3302]

I bought the sims4 yesterday. I have tried restarting my computer reinstalling the game and origin and nothing has worked. The game says that it is open, and I can hear the music play on my computer, but game screen is not showing up. please help thanks. 

[Bluebellflora · Accepted solution]

@Ellie3302

Go into Documents > Electronic Arts > The Sims 4 and trash the Options.ini file. Now try and launch your game.

[CMeki]

@Ellie3302

Please post a DxDiag::

https://help.ea.com/en-us/help/pc/how-to-gather-dxdiag-information/

Did you also try repairing the game in Origin (right-click the game in the origin client)?

And you did not install any mods?

[Ellie3302]

I did try that and it did not work, also I am on a Mac. 

[Ellie3302]

I can't run a DxDiag since I have a Mac, but here is my system information hope this helps. 

Hardware Overview:

Model Name: MacBook Pro
Model Identifier: MacBookPro9,2
Processor Name: Intel Core i5
Processor Speed: 2.5 GHz
Number of Processors: 1
Total Number of Cores: 2
L2 Cache (per Core): 256 KB
L3 Cache: 3 MB
Memory: 4 GB
Boot ROM Version: MBP91.00D7.B00
SMC Version (system): 2.2f44

System Software Overview:

System Version: macOS 10.12.6 (16G1114)
Kernel Version: Darwin 16.7.0
Boot Volume: Macintosh HD
Boot Mode: Normal
Computer Name: Ellie’s MacBook Pro

[CMeki]

@Ellie3302

Oh mac!
I'll try tagging someone with more Mac-expertise to come help you!

[Ellie3302]

ok thanks

[Bluebellflora · Accepted solution]

@Ellie3302

Go into Documents > Electronic Arts > The Sims 4 and trash the Options.ini file. Now try and launch your game.