sims 3 base game wont install

[puzzlezaddict]

@katsimming  There aren't any Sims 3- or Origin-related errors in your dxdiag.  But I'm curious if there are any in the Reliability Monitor.  Hit Windows key-R and enter "perfmon /rel" without quotes, and you'll get a list of events for each day.  Look for any that mention the game or Origin, or that correspond to any of the times you tried to launch the game.  For each one, click "view technical details," copy the info, and paste it into a text document (Notepad is fine).  You can upload the file the same way you did your dxdiag.

If you don't see any relevant entries, that's fine, and also useful information.

Please also run a couple of checks on Windows system files.  Since you restored your laptop to factory settings, it's not as likely there's an issue with Windows, but it's still worth doing to be thorough.  Here's how to run them:

• Hit Windows key-X
• Choose either “PowerShell (Administrator)” or “Command prompt (Administrator),” whichever option is offered
• Inside the window that appears, copy and paste “DISM.exe /Online /Cleanup-image /Restorehealth” without quotes into the window, and enter
• The system will start validating soon. If it throws an error, please list it here
• After it reaches 100%, hit Windows key-X again
• Again, choose “PowerShell (Administrator)” or “Command prompt (Administrator)”
• Inside the window, copy and paste “sfc /scannow” without quotes into the window, and enter
• Post the message you receive here

If this doesn't help either, I'm going to ask someone else to look over this thread.  That might take a day or so, but I'll get back to you.

[katsimming]

I didn't see anything that has to do with the sims or origin.

it wouldn't let my copy anything so I took a screenshot.

[puzzlezaddict]

@katsimming  Try updating your graphics card driver.  Lenovo has one from June for your laptop model:

https://pcsupport.lenovo.com/us/en/products/laptops-and-netbooks/300-series/330-15ast/81d6/downloads...

If that doesn't help, create a new admin user account on your computer.  Use only letters and numbers in the username, no special symbols, and try to launch Sims 3 in that account.  (You can use the same Origin login without trouble, as long as you sign out in your normal account first.)

[katsimming]

I downloaded and installed it and restarted my computer but the game still wouldn't load. switched accounts and when I went to run the game it took a minute to load before it brought me back to origin. normally it immediately brings me back. this is the only game my computer refuses to run. the sims 4 runs perfectly fine. I know its a problem with my computer and not the game but I cant figure it out. it doesn't help that I know basically nothing about computers.

[puzzlezaddict]

@katsimming  Do you have OneDrive enabled?  If so, disable it temporarily to test.

And if that doesn't make a difference, try playing while completely disconnected from the internet.  Sign into Origin, put it in offline mode, and then disable wifi and/or pull the ethernet cable.

[katsimming]

Tried both of those things and it’s still not working. Same problem. I click on the game it loads for a second and then it immediately brings me back to origin 

[EA_Lanna]

Hi @katsimming, 

Thanks for performing those troubleshooting steps with Puzzles. It's always good to troubleshoot as it helps eliminate what might be causing the issue.

As this happened after the accounts were merged together it might be an issue with the account/game on the account itself. In order to look into that we'd need you to link in with our Support team directly. Could you reopen your case with them please? The case number should be logged in the Support teams emails you've received from previous cases. Please also feel free to link this thread and my post if needed.

- Lanna

[rachaelizame]

I am having this same problem shortly after merging my accounts also! Please help, no troubleshooting has helped yet. Edit: I've also tried everything mentioned in this thread by Puzzles on my own or on the phone with someone from EA help. None of it worked. I'm told my case has been escalated or something like that to a specialist team? I don't know.

[puzzlezaddict]

@rachaelizame  So you have the specific issue that you press play in Origin and the launcher doesn't open?  (If not, please let me know what you're seeing.)  I will pass along your post as well, but it might be a few days before you hear anything—EA has limited coverage this week.  And I'll let you know if there's any news, or anything else to try.

[rachaelizame]

@puzzlezaddict Yes exactly. That’s the problem I have. I’m going crazy looking on threads to find a solution