[READ FIRST] Troubleshooting your Game [ Edited ]

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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.

Index

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

EA app 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 to a flash/external 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). You will also temporarily loose your event rewards. Those are saved in the file usersettings.ini.
• 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.
• The usersettings(.ini) file contains the unlocked event rewards. Make sure to copy that back.
• 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.

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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.

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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 thesims.com and Origin.com,  as exceptions.

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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

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EA app gives you troubles

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

• Repair the game through Origin 
• Right-click on the game
• Choose Repair Game.
  
• Reinstall Origin.
• Deactivate Origin in game

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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.

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Serial Code already used

You only need to activate the game once. After that it's registered to the account you've activated your game and that cannot be changed.

To reinstall your game, follow these steps:

1. If you don't have the Origin client installed on your computer yet, you can download it here: http://origin.com/download
2. Log in with the account you have registered the game on (use your email address and not user username
3. Find the game in myGames to download/install

If the game is no longer shows up on your Origin client, please try the following things

• Restart Origin
• Log out and back in and use the email address instead of the username. Make sure to use the one you used to register the game in the first place
• Reinstall Origin
• Restart your router/modem,
• Get in touch with a game advisor.

Game Bugs

A compiled list of reported bugs can be found here: Compiled List of Bugs. If you have a bug that isn't listed, please make your own thread in the bug forum:The Sims 4 Bug Reports

Game Crashes

Please refer to this thread for information and suggestions on Game Crashes: [Info] Sims 4 Crashes.

Download & Installation & Startup issues

Please refer to this thread for information and suggestions on  Download/Installation/Startup Issues: [Info] Sims 4 - Download & Installation & Startup issues

Graphical/Video Card Issues

Most graphical issues are can either be pinpointed to graphics chips which are below specs or outdated drivers. Because of this, you should check if you fulfill the requirements of the game and that you have the newest drivers.

• Lists to check if your card is good enough: Graphics Card List
• Updating your drivers: AMD, Nvidia,Intel
• Clean re-install of graphics drivers with Display Driver Uninstaller (DDU)
• If you have a dual graphics card system with an Chip/Card combo, make sure that the game runs on the card.
• Play around with your graphics settings. Especially with the following options: Post Processing Effects, Laptop Mode
  
• Troubleshoot Graphics Card Errors

Game doesn't start/ Stuck on Loading Screen

First thing to try when your game doesn't start: Remove your Mods. (Why ?)

The game never worked

• Start Origin and the game as administrator
• Use ccleaner to clean your registry.
• Delete the Origin cache files.
• Check your hardware, esp. chkdsk, to make sure your hard drive doesn't have any issues
• Make sure your antivirus software/firewall are not blocking the connection. It's not always enough to create an exception especially if the program has already blicked the game. Check your firewall/antivirus software's manaul on how to proceed. Comodo Firewall seems to be notorious for blocking. Add the following programs to your exception list: authorizationUI, TS4.exe, Origin.exe
• Start the game in windowed mode. If the game runs, lower all settings and put it back to full-screen mode.
• Eliminate issues with Origin
• Deactivate Origin ingame
• Reinstall Origin and the game and make sure they are on the same drive, preferably c:
• Repair the game through Origin
• Clean Boot your PC
• Play in offline mode
• Make sure that you don't have programs that have a known conflict with Origin
• Update your graphics drivers.
• VPNs can lead to potential conflicts with the game
• Make sure your computer fulfills the requirements of the game.
• Make sure your Windows is updated
• Make sure the game is updated (Right-click on the Game in Origin and choose Search for Updates).
• Network Troubleshooting:
  • How can I reset the Hosts file back to the default?
  • How to flush DNS Cache for Windows

The game suddenly doesn't start anymore

On top of the things above you can also try this

• Reset your user files
• Deactivate newly installed programs