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[READ FIRST] Troubleshooting your Game
[ Edited ]

There are several steps one can take to troubleshoot their own game before seeking help. There are some standard recipes that can help with several game problems.




Resetting the game to factory settings without reinstalling

Keeping your Computer updated

Virus protection and Firewalls conflicts

Things you can try if you run into a problem within the game

Origin gives you trouble

Posting a question

Known Issues



Resetting the game to factory settings without reinstalling


Many problems can be pinpointed on custom content or corruption in your user data. There's an easy way to reset your game to factory settings without going through the ordeal of reinstalling the whole thing (Path can be different depending on your OS):


  • Make a backup of  theSims4 folder in Documents\ElectronicArts to an external drive or a different place on your harddrive (or burn it on a DVD or to a flash drive). This is only a backup if anything goes wrong. You won't need this folder for the further steps.
  • Rename your theSims4 folder in Documents\ElectronicArts to Sims4_Backup
  • Start the game (All your save games will be gone, your options will be reset to factory settings and all your custom content will be gone. Not to worry, it's all still there in that backup folder).
  • A new Sims 4 folder will have been recreated in your documents\electronicArts folder. Some folders might be missing for they are only created when you need them.
  • You will need to start a new game for your old saves are still gone
  • See if your error is gone.


The Error is gone now


  • Starting putting the folders back, starting with your saves. Check your game after every folder.
  • The Tray folder contains all your downloaded houses and Sims that show in your library.
  • Only put stuff back from your mods folder that is verified to still work.
  • ALL custom content can potentially cause problems. If you found out which folder is causing problems, put your stuff back in groups or one by one until you find the guilty party.
  • Not all folders need putting back. See this for what folder does what: User files explained

Same Error still exists


Either make your own post,  following the guidelines here: Help us helpers to help you or if you already have one and were referred here, post there.

Keeping your Computer updated


  • Out-dated graphic and sound drivers, missing Windows Service Packs and other components that are not up-to-date can cause problems with your game. Make sure you you update those regularly.
  • Computer maintenance is important. Defrag your Computer, clean your Registry and get rid of temporary files on a regular basis. Also clean the ventilators from time to time and if you have a desktop open it up and clean it inside.
  • Backup your important files. That goes for your music, your photos as well as your Sims User Files. You'll find the user files in Documents\ElectronicArts. Copy the whole folder to an external drive.

Virus protection and Firewalls conflicts


They are both very important and no Computer should be without. Nevertheless can they lead to issues. If you have trouble patching or the launcher doesn't work correctly, make sure you tell your Virus program/Firewall that the EA Site is safe by adding Origin.exe, TS4.exe, TS4_x64.exe and and,  as exceptions.

Things you can try if you run into a problem within the game


These tips are things you can try if you see any kind of weird behavior in your game.


  • Use the cheat resetsim <firstname> <lastname> to reset a particular Sim in your town. You won't loose any progress, all it does is put the Sim to a safe location from where he can start acting again
  • Restart the game or the computer
  • Go traveling
  • Go to Manage world and move your Sim out of his home and then back into the same one. If you have money troubles, use the cheat freerealestate.
  • Load a backup game.
  • Start a new game to see if the error is only happening in the current save game. Make sure to completely close down your game before starting a different game. Not just go to the mainmenu.
  • Start the game in windowed mode

Origin gives you troubles


A lot of issue can be pinpointed on corrupt installations or issues with Origin itself. Try the following things first:

Posting a question


If you need help, make sure you post as much information as possible. Include your computer information and info about whether you use Custom Content or mods and what EPs you own.


Please also state if you are on a PC or MAC and if you are using download version through Origin or Steam or DVD Version.

Happy Gaming


I don't work or have any association with EA. I give advice to the best of my knowledge and cannot be held responsible for any damage done to your computer/game.

Please only contact me via PM when asked to do so.

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