Unable to load - white screen

[Inferno_0014]

Hello all!

I was hoping to get some help/ideas - whenever I try to start up Sims 4 I get a white screen with a spinning wheel (or ring?), and the game becomes unresponsive. When this happens, I cannot even terminate the task - although Ctrl+Alt+Del brings up the console, when I select the "Task Manager" it gets opened in the background (I can see that it was opened when I try to Alt+Tab, however I cannot actually bring it up) and therefore I cannot terminate.

I have tried pretty much everything I could find - updating drivers, cleaning registries, doing a complete re-install with no mods/expansions, trying to use -f and -w, running in compatibility modes (every version from Vista through to 8), running as admin - and always with the same result.

It is definitely not a hardware issue - I'm running a i9-9900K and a 2080 Ti (with the rest to match). I do not have issues with any other games on Origin.

The specific version of Sims 4 is the "The Sims 4 Digital Deluxe with Dine Out and Kids Room Stuff".

Any suggestions before I give up and request a refund?

Cheers!

[roberta591 · Accepted solution]

@Inferno_0014   Have you allowed Origin and the game executable through your antivirus? The game HAS to talk to Origin to run at least the first time run to authenticate the installation. You will get updates through Origin. Does Origin work? I recommend to disable your antivirus and see if the game runs. If the game runs without the antivirus running then you need to enable the antivirus and configure it to allow the game. I have never used Bitdefender. This would be my first guess. A quick looks like you have to create a profile for the game in Bitdefender.

[roberta591]

@Inferno_0014 Is your computer a desktop or laptop? Did the game ever run? While it may not be a hardware issue quite often it is a driver issue. This game should run in Windows 10 without having to change the compatibility mode. First thing to check to see if Windows 10 is up to date. Some Windows updates can cause stability issues if there is a problem or if the update was interrupted.

[puzzlezaddict]

@Inferno_0014  Try disabling Origin in-game: hover over your username, select Application Settings, then the Origin in-game header, and disable the option at the top.

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

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

Please also let me know what antivirus program you use.

And finally, please test without any compatibility mode: Sims 4 should run without issues in Windows 10.  The -f and -w commands are fine to use, but be sure to test both whenever you make a change.

[Inferno_0014]

Hello 'ello! Thanks for your responses - I have tried all of the suggestions with no luck; running without compatibility mode, disabling Origin, and checking that all drivers (OS, graphics) are up to date.

I have attached my dxdiag info in case it helps shed any light on the situation.

[Inferno_0014]

Also - I use Bitdefender as my antivirus.

[Inferno_0014]

@roberta591 The computer is a desktop, and no - the game never ran.

[roberta591 · Accepted solution]

@Inferno_0014   Have you allowed Origin and the game executable through your antivirus? The game HAS to talk to Origin to run at least the first time run to authenticate the installation. You will get updates through Origin. Does Origin work? I recommend to disable your antivirus and see if the game runs. If the game runs without the antivirus running then you need to enable the antivirus and configure it to allow the game. I have never used Bitdefender. This would be my first guess. A quick looks like you have to create a profile for the game in Bitdefender.

[Inferno_0014]

@roberta591 I just followed the online instructions for completely disabling the anti-virus, and it seems to work!!! Thanks I added the file to exceptions for the Firewall previously, but that didn't seem to be enough. Thanks for the help!!

[roberta591]

@Inferno_0014  I've had trouble with after market antivirus. I use the one that comes with Windows and it does a good job. Google Bitdefender and there was link about creating a profile. You need to decide if you want Bitdefender or Windows default but you should have an active antivirus and firewall running.

[ssurles55]

i have same problem but no antivirus at all.