Ea no help, sims 3 wont load

[NatalieClare13]

I desperately need some help. My Sims 3 game won't launch (the launch box won't even load). I have contact EA live chat twice and gone through the steps they advised, but it still does not work. The best they could offer is to refer me to the players forum to try their steps, the thing is I'm not technically minded at all so even though it's I'm steps it's all double Dutch to me and I have no idea what I'm doing. 

I tried to contact EA a third time but there is no chat option button now. I have a game that I have hundreds on that I can't play, and I'm faced with either losing my money or taking it into a shop and paying someone to fix it. 

Does anyone have any solutions or ideas? It worked perfectly the last time I played it. I have made no changes to my computer inbetween it not working either. 

[puzzlezaddict]

@NatalieClare13  As a test, please try playing in a clean user folder.  Move the entire Sims 3 folder out of Documents > Electronic Arts and onto your desktop, and when you launch the game, if it launches, a clean folder will spawn with no content.  (Your saves and other content will be intact in the folder you moved but temporarily not read by the game.)  Don't add anything to the new folder yet; just let me know whether you can get far enough to start a new save and play in live mode for a bit.

If that doesn't help, please run a dxdiag and attach it to your reply.

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