garbled sound after November 2020 update

by kfrieda50
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garbled sound after November 2020 update

★★ Novice

After the November 2020 update, I opened my Sims 4 game, which only has two expansion packs attached, to play.  The sound is all garbled.  I talked to an EA Games Help rep who recommended uninstalling and reinstalling the game.  He sent me a link which was helpful in doing the activity, but it didn't solve the problem.  I've tested my computer sound with other software and they all sound fine.  What's the deal?

Message 1 of 8 (526 Views)

Accepted Solution

Re: garbled sound after November 2020 update

@kfrieda50  While this issue isn't obviously related to Origin itself, your dxdiag does list a few errors from Origin processes.  So try clearing Origin's cache and uninstalling it "the hard way."

 

https://help.ea.com/en-us/help/faq/clear-cache-to-fix-problems-with-your-games/

https://help.ea.com/en-us/help/origin/origin/manually-uninstalling-origin/

 

Restart your computer, download the full installer, and run it as an admin: right-click on the download and select "Run as administrator."  This is a direct download link:

 

http://download.dm.origin.com/origin/live/OriginSetup.exe

 

Let me know whether it works.

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I don't work for EA. I'm just trying to help fellow players with their games.

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Message 4 of 8 (475 Views)

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Re: garbled sound after November 2020 update

@kfrieda50  Does your computer run Windows or macOS?  If Windows, please run a dxdiag and attach it to a post.

 

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

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I don't work for EA. I'm just trying to help fellow players with their games.
Message 2 of 8 (509 Views)

Re: garbled sound after November 2020 update

★★ Novice

I run Windows.  I followed your suggestion and it is attached.

Message 3 of 8 (486 Views)

Re: garbled sound after November 2020 update

@kfrieda50  While this issue isn't obviously related to Origin itself, your dxdiag does list a few errors from Origin processes.  So try clearing Origin's cache and uninstalling it "the hard way."

 

https://help.ea.com/en-us/help/faq/clear-cache-to-fix-problems-with-your-games/

https://help.ea.com/en-us/help/origin/origin/manually-uninstalling-origin/

 

Restart your computer, download the full installer, and run it as an admin: right-click on the download and select "Run as administrator."  This is a direct download link:

 

http://download.dm.origin.com/origin/live/OriginSetup.exe

 

Let me know whether it works.

——————————————————————————————————————————

I don't work for EA. I'm just trying to help fellow players with their games.
Message 4 of 8 (476 Views)

Re: garbled sound after November 2020 update

★★ Novice

I was able to work through the issue last night with a chat guide from EA. That's exactly what. They had me do and it's working great now. Thank you so much!

Message 5 of 8 (466 Views)

Re: garbled sound after November 2020 update

★★ Novice

The game worked fine last night but is now back to being garbled.  Then I got a message that my membership had expired, but, after checking it, I am still good into 2021.  I'm perplexed now as to what can be messing up my gameplay and giving me these glitches.

Message 6 of 8 (448 Views)

Re: garbled sound after November 2020 update

@kfrieda50  If Origin is acting up again, it might be difficult to separate that from any other issues.  Can you play at all now, or is Origin still telling you that your subscription expired?

 

If you can play, 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 with the sound issue, try putting Origin in offline mode before launching the game.

 

If that doesn't help either, it's possible the Origin issue is unrelated.  Please test with only the built-in speakers of your laptop, with no other sound output devices connected.  If you still have sound issues, then plug in a pair of earbuds or headphones via jack, but don't use anything else.

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I don't work for EA. I'm just trying to help fellow players with their games.
Message 7 of 8 (436 Views)

Re: garbled sound after November 2020 update

★★ Novice

I cleaned out the cache files again with the %ProgramData% and %ApplyData% and it went back to normal. It booted up again fine this morning too.

Message 8 of 8 (417 Views)
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