Pets not showing, problem Sims 4 Cats&Dogs! [ Edited ]

[NaninaSims]

Hello guys 
So I have only base game and now i recently bought EP Cats and Dogs.
I don't play with mods for a while, i decided to wait till everything gets in order (mods and cc..) even i deleted my saves and now i have to start a new game. I choosed to.

My game is up to date, and i even deleted electronic arts/the sims 4 folder to create a new & clean folder again.
I can create pets, i can play normally.

BUT
I have a problem: I download cats, dogs or families with pets from the gallery, and EVERY SINGLE household I decide to merge in manage worlds the sims appear but pets not!!!!!!!!!!!

I even deleted tray files and download new families and pets from gallery.

Sims shows up.
Pets not.
This picture shows the error... This is a family from the gallery, wherever i put them directly in game or in manage worlds or even in CAS, the sims girls shows up but the dog DON'T! I've tried with other families, still get same error.
And then i try to click on their picture in main menu and it says "Desactivated, playing with genetics" like picture above:

Anyone can help me out, please? Thanks in advance and sorry for my english!
Happy simming!

[Phantomlover1717]

Do you have any mods or CC (custom content)? Try taking that out.
See this for more information: [PLEASE READ] Usage of Mods and Custom Content 

[NaninaSims]

No, right now I don't play with mods.

My game is up to date.
I deleted once again, electronic arts/sims 4 folder to create a new one.
I deleted my saves.
I deleted tray files and downloaded new ones - families with pets of course.

I've even tried to unistall and install again base game + ep cats and dogs... Still got same error.

What more can I do? Please help... :/ 

[NaninaSims]

Bump...
Anyone?

[jpkarlsen]

Please post a DxDiag:

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

[unmei220]

I have this issue too.

[jpkarlsen]

@unmei220

Please read earlier replies.

[LostRoseSR2]

Hi! I am having this issue too. Sorry to revive a dead thread, but I don't know where else to turn when my situation perfectly matches the OP! Please help. 

[crinrict]

Hi @LostRoseSR2 

do you have any issues with pets created yourself ? Does it matter if cats or dogs (small or big) ?

Could you post your Computer's DxDiag?

To gather a DxDiag on your computer, please follow the steps here: https://help.ea.com/en-us/help/pc/how-to-gather-dxdiag-information/

You can attach the txt file to your post directly.

[crinrict]

You have a few Windows Update failures, Make sure that Windows is updated properly (don't think that has anything to do with your issue but it's worth looking into nonetheless).

have you tried renameing your user folder yet ?

If not, Try  the factory reset described in this post: http://answers.ea.com/t5/The-Sims-4/FAQ-Troubleshooting-Steps-amp-Known-Issues/m-p/3621199

You won't loose anything. Just make sure to not delete any files  and make a backup.

After renaming, repair your game by right clicking on the game in Origin.

Try on a new game with nothing added back first (start new game). If it works, put back your save game and try again. If it still works, you can start putting stuff back.

• Options.ini (or just re-set all your settings manually)
• Tray Folder
• Screenshots/Videos/Custom music
• Rest of the save games (leave out slot_00000001.save which is the autosave and no longer needed - if you still have it)
• Custom content like clothing, hair, skins, make up ....
• Mods (one by one, making sure they all still work)

The rest does not need putting back, cause they are mostly cache files that recreate or log files that are not needed for the game.