sims 3 won't launch on ea app [ Edited ]

[AirMurdock]

Hi admins, after attempting the fixes yet again (hey - sometimes a new day yields fresh results?) I am still not able to launch Sims 3 ever since the Origin App converted to the EA app.  I have tried all methods discussed in the forums, including force updating the EA app (which did actually require an update) and clearing the cache of the EA app, and that yielded the same result - no game launch: "There was an error during startup".  I have also tried uninstalling the EA app and loading old versions of the Origin App, that has also yielded no success.

I have filed a report, the report ID is:

9d2b9ce4-26a7-4d67-8d98-835774c62619

Please find attached below the DxDiag file and a screenshot of the error I encounter. 

Any assistance here is greatly appreciated, thank you in advance.

[puzzlezaddict · Accepted solution]

@AirMurdock  I've split your post into its own thread because the "error during startup" is completely separate, in fact it goes back to the beginning of Sims 3 and isn't specific to the EA App.  It's usually due to corrupt or missing registry entries, so the best thing to do here is to clean-uninstall and reinstall Sims 3 and the EA App.  Start with Sims 3:

• Put aside your Sims 3 folder in Documents\Electronic Arts and rename it to something that doesn't include the words "Sims 3."
• Download Revo Uninstaller (the free version is fine) from here.
• Launch Revo, select Sims 3 from the list, and click Uninstall.
• Once the game is uninstalled, select "Moderate" under "scanning modes," and click Scan.
• Review the list, in case there's something you want to save; otherwise, click Select All, and then Delete.
• Close Revo, and restart your computer.

I don't have instructions for the EA App at the moment, but the process should be straightforward.  Restart your computer again after uninstalling the App.

Before reinstalling the App, disable your antivirus if you use a third-party program.  As long as you don't do anything else at the same time, your computer should be safe.  You can download the installer beforehand.  Once the App is installed, create a new folder on the root level of the drive of your choice, for example C:\Games is fine but not C:\Program Files\Games.  Install Sims 3 into that folder; you can install just the base game if you want, to save time.  Then let me know whether you can play.

[puzzlezaddict · Accepted solution]

@AirMurdock  I've split your post into its own thread because the "error during startup" is completely separate, in fact it goes back to the beginning of Sims 3 and isn't specific to the EA App.  It's usually due to corrupt or missing registry entries, so the best thing to do here is to clean-uninstall and reinstall Sims 3 and the EA App.  Start with Sims 3:

• Put aside your Sims 3 folder in Documents\Electronic Arts and rename it to something that doesn't include the words "Sims 3."
• Download Revo Uninstaller (the free version is fine) from here.
• Launch Revo, select Sims 3 from the list, and click Uninstall.
• Once the game is uninstalled, select "Moderate" under "scanning modes," and click Scan.
• Review the list, in case there's something you want to save; otherwise, click Select All, and then Delete.
• Close Revo, and restart your computer.

I don't have instructions for the EA App at the moment, but the process should be straightforward.  Restart your computer again after uninstalling the App.

Before reinstalling the App, disable your antivirus if you use a third-party program.  As long as you don't do anything else at the same time, your computer should be safe.  You can download the installer beforehand.  Once the App is installed, create a new folder on the root level of the drive of your choice, for example C:\Games is fine but not C:\Program Files\Games.  Install Sims 3 into that folder; you can install just the base game if you want, to save time.  Then let me know whether you can play.

[AirMurdock]

@puzzlezaddict Thanks so much for getting back to me - I've read so many of your help messages (to others), you are a true gem for this community! I will give it a go tonight and will update my progress with it here as soon as I can. Once again - your help is appreciated

[AirMurdock]

@puzzlezaddict  - I am very impressed - I now have the game running thanks to your help!  I think a key ingredient here was using that Revo Uninstaller, I could see there were many orphaned Registry entries left behind after a regular uninstall of the Sims packages - but that Revo program got it all cleared out.

After I had everything cleaned out, and rebooted - I had a bit of confusion, trying to install from my original game discs - it kept trying to install the old Origin launcher.  In the hopes that it helps anyone else with the same problem I had the solution was easier than I'd imagined:  you simply don't need the original game discs.  After a fresh clean install of the EA app, by simply entering my product code (game key) the EA app recognizes which piece of software I have the rights to, and is able to download everything and install it without the original game discs.  This avoids the problem of it trying to install the old Origin App.  You just install everything from within the EA app, and enter your product codes.

Worked surprisingly well - the team has obviously been working on fixing this, and it works really well now.

Thanks again for your help.

My only other issue is a few of my game codes say they have already been redeemed - even though I have the original discs/box/manuals, so I will reach out to EA support with a separate request for those expansion packs.  Most of my collection worked well.  My main issue of not accessing the game at all has been solved - much appreciated.

[puzzlezaddict]

@AirMurdock  I'm glad to hear the game is working now.  And yes, you'll need to work with support to deal with the packs whose codes you can't redeem.  I'd strongly recommend live chat rather than email so you can work with someone in real time; it can also help to include a photo for each pack showing its disc, case, and product code.  You can upload these when submitting the live chat request.

[SouthlandHippie]

I have done as directed in this thread and the game keeps looping me back to the EA app screen and still won’t launch.

Are there any other ways to possible get around this? 

[puzzlezaddict]

@SouthlandHippie  If your computer has a 12th- or 13th-gen Intel processor, please see the accepted solution of this thread:

https://answers.ea.com/t5/Technical-Issues-PC/Sims-3-won-t-open-Alder-Lake-Intel-12th-gen-CPU/m-p/11...

Otherwise, please run a dxdiag and attach it to a post.

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