Why does the screen go white while creating a dog but not a cat?

[marebear2018]

After downloading sims cats and dogs I try to create a dog and the screen goes white. And I can’t exit the game or anything. Will this be fixed or should I get my money back?

[jpkarlsen]

Please post a DxDiag:

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