I’m pretty fed up with the Sims 4 and my computer. While you wont see me looking over a mother board and upgrading with better components I do KINDA know my computer and that it meets the minimum requirements to play the game.
Recently upon start up when loading the first plumb bob screen, it’ll turn black and then do a continuous zoom away; once I get to the screen to press the ‘play’ button – It does that black screen then zooming and I am unable to play the game. It DOES load I should mention but it does the continual zooming away so I can’t click anything. The only way to exit the game is a Alt+Ctrl+Del
I thought it was something with my graphics card but this issue started yesterday and persisted all day today until after I did a sfc scan, but started back up after a reboot. Since then its been a on again off again deal.
I made a forum entry @ answers.ea.com finding someone else has the similar problem and no one replied there so I was forced to load a chat client to deal with customer support.
GOD. The first guy who had a cute name was like, ‘Exit the game and reboot’….Similar to asking ‘Is your computer even on?’ I had done many things before contacting him – repairing the game in Origin, deleting Cache files and making sure all my software ends of updating were updated. I spent a hour and a half with him where after running a msconfig and unclicking some stuff from start up I needed to reboot. The computer now runs MUCH slower on start up. He wasn’t helpful I felt and slow; he also wanted me to DL a 3rd party CCleaner but I already have one.
The next guy had a more American name so perhaps I treated him better – definitely better than the 3rd guy. We went thru many steps where I was forced to do a dxdiag and include it in my case and then that sfc/scannow BS which at the end the game started to work but after rebooting…It was back to not working again.
Then the 3rd guy I’ve talked to who did not help fix the problem at all – I ended up DLing a program I didn’t want to check if my computer met the requirements to run the game. Then they suggested I make a new admin user on my computer and the issue should go away. Begrudgingly I did so and the issue did NOT go away. By this point I have spent SIX hours trying to trouble shoot this problem which is why I’m making this entry. If you have this problem with your Sims 4 contact Customer service!
So far – Not including the BS I had to deal with uninstalling and re-installing Origin and the Sims 4 and then deleting Cache, cleaning my own PC and DLing 3rd party software, here are some other steps that might be helpful for other people who have the same issue.
1- If you have Windows 8 click on Apps and scroll to ‘Command prompt’ and right click, opening it in Adminstrator. Type in sfc/scannow . Doing this will make the computer look over the flies and repair any that are corrupted; In my case there were a couple that were unable to fix but this game was working before this issue.
2- Press the windows button and R type in dxdiag click on ‘Display’ and then Save all information
3- Press again the windows button and R. Type in msinfo32 and then go to file and export.
Doing these three steps BEFORE talking to a rep should save you time. You will probably need to zip the CBC file saved from your sfc scan; supplying these three things will help expedite your query..Unless you get two…PEOPLE…who I feel didn’t read a damned thing in my chat log’s history.
Below are more things you can do if your game is not working. As of 11:32 (EST) 4/22 my game is still not working right and I have NO MODS OR CUSTOM CONTENT installed.
Dear EA Customer,
We have closed this case for now . You can reach us at help.ea.com for further assistance
Dann Henry A. ( EA Customer Experience
Figures on Earth Day- A day you’d probably spend OUTDOORS, I spend INDOORS with a computer & game and then have to deal with this garbage.
I’ve contacted EA support again because at this point I just wanted a reason. The 4th guy Mridul? Reminded me to update my Graphic cards while the 5th person now…This one was very empathetic.
Gyandeep: So, we can escalate now. Waiting for the approval.Gyandeep: Ah! I can see you have wasted your whole day to fix the game.you: I haven’t had this problem so the only thing I have to question is the Go to Work expansion pack or a patch. I get the feeling this will not be resolved todayyou: YESGyandeep: Its really frustrating for you.you: I have wasted my WHOLE dayGyandeep: As I can understand as you need to sleep after sometime. Its late night now and have to go for your Job too in morning.you: I was going to type that…There is one hour left till its the 23rd but if I end this chat now- the problem wont get resolved and I bet when the next patch comes out it wont be adressed.Gyandeep: Okay, I am going to escalate now.you: So i’ll have spent money on a game that cost more than 90 dollars accumulated and cannot play it. I should have just bought some books- Books don’t involve overheating, failure to load or graphics causing seizure.Gyandeep: Apparently, we have tried all the possible fixes that should have fixed the issue. As it turns out none of the steps have resolved the issue so far and it seems that this case would need the intervention of our Expert Team. To get you an effective solution without any delay, I’m forwarding your case to the Expert Team.Gyandeep: I apologize for not being able to give you an immediate solution.Gyandeep: Additionally, you can contact us any time should you want to know the status of the escalated case. Here is the case ID :- 18387310. When you will contact to get the status, please make sure to open a new case, instead of opening the same escalated case. This will prevent removing your escalated case from the queue to the specialist team.Gyandeep: I know going through the rigmarole of technical troubleshooting is not easy and I can’t help but admit that you’ve been wonderful all this while. Respect!you: Thank you for expediting it. I dont think I will contact anyone after tonight; I’ve had enough. Spending 6 hours on a game is gross, spending 6 hours with tech support is beyond needing mental help.
What a great way to waste a day; if anything I was again reminded of how tenacious I can be for the WRONG cause. The game doesn’t load properly its a 80% chance of not loading.
I’m just DONE.
There are loads of other things I SHOULD be doing like editing a 3 year old’s b-day photos or even being adventerous and going OUTSIDE…But I’m not getting paid for it and Ew. Outside world.
– Bad touch Bear
Update for 4/27 possible solutions:
I have found disabling Origin helped. I find it amazing how this game in previous generations didn’t require a second host streaming site and now that it uses it, the thing runs in the background taking up resources. Even when I shut the computer down its still running while the game has long been closed out!
I also found playing in fullscreen works too but doing that means I cannot multitask OR keep track of what time it is – so that answer is inconvenient.
Hopefully the solutions listed here help any people in the future who waste their time with this game.
-Bad touch Bear