The Sims 4 Help & Troubleshooting
Fixing Broken Games when It Won't Start & Backup/Restore Saves
Clearing your cache can prevent gameplay issues and help when the Sims 4 game won't start.
Sometimes things go wrong with a cache file, particularly after a new patch is released for The Sims 4. Cleaning up the cache files can improve performance and allow the game to start when it will not otherwise work. It's a good idea to do this once in a while in order to ensure stability, because while the Sims 4 is a rather stable game, things sometimes go wrong and many issues we can't identify. Deleting cache files is one way to fix a lot of problems.
Clearing The Sims 4 Cache
The Sims 4's game cache is located at Documents/Electronic Arts/The Sims 4/ on both PC and Mac.
1. Delete the localthumbscache.package file in this directory. This helps to "fix" some gameplay bugs.
2. Go inside the cache folder and delete all files that end in .cache, but do not delete the actual directory.
The .jpg files as well as the .dat that you find in the cache folder are safe to delete. These come from viewing households/lots from the gallery. If you play with the Online Access Feature turned off, or play offline, you may not have anything in this folder.
3. Go back, then to the cachestr folder. Delete all files here, but again do not delete the actual directory.
* It's okay to delete the spotlight.package file.
4. The onlinethumbnailcache folder is safe to delete IF it is present.
If you play in offline mode, you may not see this folder. However, if you forget to turn off Wifi before starting the game, you will see the folder. Same if you have the Online Access Feature turned off or play offline.
If you have an older Sims 4 folder that still has the cachewebkit file and lotcachedata folder you can delete them. They're no longer needed.
If It Still Won't Work Check Crinrict's Blog for info on Clearing Origin Cache and follow his instructions carefully.
Other Fixes: Restoring Saves and Factory Resets
How To's
When deleting game cache files don't quite help the game start correctly or you need help managing your save games (backup/restore), try these troubleshooting steps located on our Forum.
- How to Backup Save Games: here
- How to Save Installation Files here
- How to Restore a Saved Game here
- How to Find Missing Saved Games here
- How to Move Saved Games for Backkup here
- How to Restore Missing Load Game from the Main Menu here
- How to do a Factory Reset (start from clean install) here
- How to Start a New Game without a factory reset: here
Stopping and Repairing The Sims 4 via Origin
Using Task Manager to Exit the Game and Origin When They won't Close
Press Ctrl-Alt-Delete keys all together to start the Task Manager. Look under the Processes tab and look for a process called TS4.exe, right-click on it and select End Task. Do the same for Origin. Look for a Process called Origin, right-click it and select End Task. Then close out of Task Manager. -- This will ensure that both the game and Origin aren't running. Now see if you can patch and/or run the game?
Repairing the Sims 4 Install via Origin
Sometimes gameplay bugs can be fixed by repairing the game. Open up Origin, Click on the Game Library tab then Right-click Sims 4 > Repair Game.
I hope this helps you get the game started. If you had a problem and found the solution, share it with others in our comments below. We cannot offer technical help in the comments here but you can Visit our Technical Help Board on the Forum in order to view more helpful documents or submit your own question. We have kind, helpful folks who can probably assist you or point you toward answers. Registration on our Forum is instant and does not require email validation.
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