Game won’t start

These troubleshooting tutorial is also valid for other games like Fifa or Battlefield. Most of the troubleshooting steps are not game-dependant. Just leave everything Sims related out if you play a different game.

Problem

I try to start my game but nothing happens at all
The game starts but all I get is a black screen.
Game starts in small window and doesn’t react
Game hangs on loading

Cause

There are many causes to this issue. Defective hardware, conflicts with other programs or firewall and Antivirus blocking the program are only a few.

Defective registry entries and missing rights can also be the cause of this.

Workarounds

Here are a few things you can try before looking for help in a forum

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 blocked the game. Check your firewall/antivirus software’s manaul on how to proceed. Comodo Firewall or Sophos seem to be notorious for blocking. Add the following programs to your exception list: authorizationUI, TS4.exe, TS4_64.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

Self-Diagnosis

Windows lets you check on critical events to see if you have a known issue which can be solved easily. Starting with Windows 8.1 the errors can also be seen in the DxDiag files.

Below a few common errors with potential solutions

Exception Code: c000001d

Problem Event Name: APPCRASH
Application Name: TS4.exe
Application Version: 1.0.625.10
Application Timestamp: 53ed5fc4
Fault Module Name: TS4.exe
Fault Module Version: 1.0.625.10
Fault Module Timestamp: 53ed5fc4
Exception Code: c000001d
[…]

This is a startup crash and it’s unclear what causes it.

Pehook.DLL

Problem Event Name: BEX
Application Name: TS4CAS.exe
Application Version: 1.0.176.190
Application Timestamp: 02008040
Fault Module Name: Pehook.DLL_unloaded
Fault Module Version: 0.0.0.0
Fault Module Timestamp: 51106900
Exception Offset: 06475d20
Exception Code: c0000005
Exception Data&colon; 00000008

[…]

This DLL belongs to a backup program by NewTech Infosystems, Inc and seems to have a conflict with the game. Turn the in the background running program of and the game should start.

igd10umd32.dll

Problem Event Name: BEX
Application Name: TS4.exe
Application Version: 1.0.677.20
Application Timestamp: 540a88b9
Fault Module Name: igd10umd32.dll_unloaded
Fault Module Version: 0.0.0.0
Fault Module Timestamp: 4aba7282
Exception Offset: 09f51310
Exception Code: c0000005

[…]

This dll belongs to Intel Graphics chip. Updating or reinstalling drivers usually solves this. If not and you have a dual-graphic card system, make sure your game runs on the card and not the chip.

NahimicOSD.dll

Fault bucket 1470493105324766497, type 4
Event Name: APPCRASH
Response: Not available
Cab Id: 0

Problem signature:
P1: TS4_x64.exe
P2: 1.47.51.1020
P3: 5bef2b75
P4: NahimicOSD.dll
P5: 1.2.6.53556
P6: 5b8e4c3a
P7: c0000005
P8: 00000000000109f0
P9:
P10:

[…]

Diese dll belongs to the Nahimic Audio Software and often causes issues with games. Update the software or remove it. It’s mostly preinstalled on a lot of computers and not really used.

SS2OSD.dll

Fault bucket , type 0
Event Name: APPCRASH
Response: Not available
Cab Id: 0

Problem signature:
P1: TS4_x64.exe
P2: 1.35.10.1010
P3: 59d2c5a2
P4: SS2OSD.dll
P5: 0.0.0.0
P6: 58ef9fbb
P7: c0000005
P8: 0000000000005612
P9:
P10:

[…]

Diese dll belongs to the Sonic Studio II and often causes issues with games. Update the software or remove it. It’s mostly preinstalled on a lot of computers and not really used.

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