September - last edited September
So I've been trying for about 5 hours to get my sims 3 to open. I installed it through origin but every time I hit play, nothing happens. There's nothing in my task manager, either.
I have spoken to 3 different people on ea's live chat support and none of their suggestions helped me.
I have uninstalled and reinstalled origin, cleared the origin cache, tried to run everything as an admin, used compatibility settings, allowed through my firewall, uninstalled and reinstalled the game several times, repaired the game, and disabled all startup processes, as this is what the support agents told me to do.
Still every time I click play, absolutely nothing happens. I don't get an error or anything.
@kelseydog2p Please run a dxdiag and attach it to a post.
Please also let me know whether you've ever had two EA/Origin accounts merged. What you've described is exactly what happens when the base game product code on an account no longer works, although it's not the only cause (hence the request for a dxdiag).
@kelseydog2p There are a few Origin errors in your dxdiag, so if you hadn't already uninstalled and reinstalled it, I'd suggest you try now. There are also Sims 3 errors related to trying to run it in compatibility mode, which should never be necessary—Sims 3 works just fine in Windows 10, at least most of the time. So it would be best to undo those settings as well.
However, my bet would still be that the merge messed up your account. It's surprisingly common for the base game product key to be deactivated or blocked or not transferred (I'm not really sure which it is) during a merge, and when that happens, there's nothing you can do except hope you find a support rep who understands how to fix it. If you're not getting anywhere with support, sharing these two posts on the same issue may help:
If even that doesn't make a difference, please let me know, and I'll see if there's something else you can do or say to support.
September - last edited September
I removed the compatibility settings for the game, and have been talking to support agents for another 5 hours today. They are very insistent that the problem has nothing to do with my account, however I'm confident that it is. My friend tried to launch the game from my account and it wouldn't launch, but works perfectly fine on her own account.
I am getting an error called radar_pre_leak_wow64, and am fairly sure this error is occurring because of whatever is wrong with my account.
This thread here involves the exact same issues that I am facing, and it turned out to be a harder to find issue with the account.
I'm kind of at a loss right now because I've spent so many hours trying to get support agents to help me out with this problem. My friend also recorded her testing out the game on my account, but on her computer. It just seems very obvious that the problem is with my account and not my computer. I've opened a new case more specifically for account issues and sent an email asking for a specialist, but I feel like EA just isn't going to be of any help to me.
The agents also have said that they reset the game keys, but since my game still isn't working, I can't confirm that they actually did.
My last chat with a support agent was really bad. They were incredibly rude towards me when I kept mentioning that it's an account problem rather than my computer. They just kept giving me all the same troubleshooting suggestions that I've done several times.
edit: my pets expansion also completely disappeared from my account.
@kelseydog2p The radar_pre_leak error means Windows has detected that an application is leaking or is in danger of leaking memory. Sims 3 does this all by itself, without anything being wrong with someone's computer or their content. It doesn't normally prevent anyone from playing.
I think this is an account issue, and I've flagged this thread, although it may take some time to get an answer. In the interim, if the support rep did in fact reset your base game key, it's possible that you actually need to uninstall the game, clean your computer's registry, and reinstall. The error associated with mismatched registry entries is usually more obvious (for one thing, there's an actual error message), but it might be worth trying anyway. The point of cleaning the registry is to remove all Sims 3-related entries, then install just the base game and test.
If you're not comfortable editing your computer's registry manually, tools like Piriform's CCleaner or Revo Uninstaller can do it for you. Both have free versions.
I'm sorry it's been so difficult for you to get help with this issue. It should be straightforward, and sometimes it is, but not always.