Sim Cellphone Freezes game...

[MichAnne93]

Product: The Sims 4
Platform:PC
Which language are you playing the game in? English
How often does the bug occur? Every time (100%)
What is your current game version number? 1.77.131.1030
What expansions, game packs, and stuff packs do you have installed? The Sims 4: Get to Work The Sims 4: Get Together The Sims 4: City Living The Sims 4: Cats & Dogs The Sims 4: Seasons The Sims 4: Get Famous The Sims 4: Island Living The Sims 4: Discover University The Sims 4: Eco Lifestyle The Sims 4: Outdoor Retreat The Sims 4: Spa Day The Sims 4: Dine Out The Sims 4: Vampires The Sims 4: Parenthood The Sims 4: Jungle Adventure The Sims 4: StrangerVille The Sims 4: Realm of Magic The Sims 4: Luxury Party Stuff The Sims 4: Perfect Patio Stuff The Sims 4: Cool Kitchen Stuff The Sims 4: Spooky Stuff The Sims 4: Movie Hangout Stuff The Sims 4: Romantic Garden Stuff The Sims 4: Kids Room Stuff The Sims 4: Backyard Stuff The Sims 4: Vintage Glamour Stuff The Sims 4: Bowling Night Stuff The Sims 4: Fitness Stuff The Sims 4: Toddler Stuff The Sims 4: Laundry Day Stuff The Sims 4: My First Pet Stuff The Sims 4: Moschino Stuff The Sims 4: Tiny Living Stuff The Sims 4: Nifty Knitting Stuff The Sims 4: Holiday Celebration Pack
Steps: How can we find the bug ourselves? Unknown
What happens when the bug occurs? When I click on the Phone, it opens up, but when selecting a further function, it freezes the game and cannot do anything else. It forces me to restart my PC to get it functioning again. I have tried to repair the game and it says it is repaired and running fine. This issue only happened now after the recent update. I cannot see if anything else is the issue as it freezes with the phone. Will look into the other items that have additional options.
What do you expect to see? I expect it to run as it did before this issue.
Have you installed any customization with the game, e.g. Custom Content or Mods? Not now. I've removed them.
Did this issue appear after a specific patch or change you made to your system? Yes
Please describe the patch or change you made. This issue only happened now after the recent update.

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** Cannot Screenshot or make a video of game when this happens as it completely freezes and cannot do any functions** 

[crinrict · Accepted solution]

Hi @MichAnne93 

Try resetting your user files as described in 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 ....
• ConfigOverride, if you have your own configuration files.
• 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.

[crinrict · Accepted solution]

Hi @MichAnne93 

Try resetting your user files as described in 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 ....
• ConfigOverride, if you have your own configuration files.
• 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.

[crinrict]

@MichAnne93 Have you been able to solve this with the above suggestion ?

[MichAnne93]

@crinrict Hi there

Yes I have. I had to eventually remove my Sim Game from my PC and then redownload it.

The issue was an old Mod file was located in my Save files and would not want to be deleted.

After reinstalling my game, it works like a bomb...

Thank you so much for the advice...

[crinrict]

@MichAnne93 Glad to hear that.