The Sims 4 Help & Troubleshooting

Fixing Broken Games when It Won't Start & Backup/Restore Saves

The Sims 4 Cache Files that are safe to delete
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 her 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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Comments (68)

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New
M.C. Carsonsays...
There are no files ending in cache. But there are pictures. Can I delete those? Also, what is the spotlight file? And why is it the only one in cachestr?
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Admin
Playalotsays...
Anything inside the folder named 'cache' can safely be deleted (dragged to the recycle bin). This can get very full of thumbnails if you have used the on-line gallery.
There is always only one spotlight file inside the cachestr folder. The spotlight file is also safe to delete.
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New
Jemsays...
Scared Ugh!!! Please help! I downloaded some bad cc and it ruined my game. Now whenever I try to play any household or go into build-mode it goes through a loading screen and then to the page showing all the worlds. I deleted ALL of my cc of my mods tab and did the repair thing through Origin but I'm still having issues. Please help someone!!! I want my game back!!!!!
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Admin
Playalotsays...
This Guide might be helpful but it sounds as though you have a corrupt game. I suggest doing a Factory Reset. Hopefully that will solve the issue without you needing to do a complete uninstall/reinstall. Note that the saved game may be corrupt and need deleting so when testing test with a new game/new save first.
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New
Tiegan Harrissays...
My sims 4 takes literally 5 minutes to load with the green spinner thing and when in live mode, the movements seem jumpy and glitchy. Any clue what might be the problem? I've tried clearing the cache, repairing, deleting mods and restoring default settings.
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Admin
Playalotsays...
The game in general has been a lot glitchier since the update just before City Living was released. It could be your graphic card drivers need to be updated or that your PC just isn't up to running the game which is pretty CPU intensive.
There are some tips here that can help reduce the lag etc.
Tips For Lag etc
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New
Suzisays...
My sims 4 game crashes as soon as i add one cc does not matter witch one i tool all my cc out the runs fine but then i added the updated faster skill mod and it crashes very frustrated pls help it started with the update for city living or toddlers and have lots of cc and never had that problem
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Admin
Playalotsays...
Sounds like the mod is now out-of-date. Go to the creators site and see if there is a version that is compatible with the current game build (patch).
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Regular
amysays...
When I make a house hold it takes out all other households from the house and they just go to my library ..... how do I fix this ?????
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Admin
Playalotsays...
I'd need a little bit more information on exactly what is going wrong to be able to suggest something... sorry! Blush
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Regular
Mariasays...
Hey! My game has been crashing almost every time I go into CAS, I deleted all my CC and screenshots I didn't need, I also deleted everything I could using this website. Can I delete files like: lastCrash_63604022622 & lastUIException_63610915095? Thanks!!
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Admin
Playalotsays...
Yes the exception files and crashes etc are just used by EA for bug fixes/reporting uses etc. I delete mine and the localthumbcache.package file after every play session. I also delete all the content in the cache folder after using the Gallery.
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Regular
Katiesays...
I need help pleaseee
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Regular
katsays...
What do you need help with dear
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New
Emisays...
Hi! I'm repairing my game via origin because I've had this long-lasting bug I'm frustrated with and hoping to get rid of it. However, this is my question: I've read somewhere that doing this corrupts my saved files, e.g. my families. I've already started it and now I'm a bit scared! Can someone explain this to me? Does it do damage or keep the saved files safe? Thank you!
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Senior
MrsFlynnsays...
Repairing game only affects the files for the actual game. It doesn't make any changes to save game files. If you have any mods in the game, you may need to remove those first before running the repair tool.

Essentially, it compares your installed game files with the files on the Origin server and re-downloads any files that are different. It will also repair registry entries for the game if any have been altered or erased.

If you're worried about your saves being erased or damaged, move your Sims 4 folder to your desktop before repairing the game.
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New
thorby115says...
When I click cache, cachestr or onlinethumbnailcache nothing is in the folders except for in cachestr theres something called spotlight_en-us.package
I have no clue what it means tho, can someone help me?
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Senior
Playalotsays...
It's not unusual for the onlinethumbnail to be empty. This only fills up when you use the online gallery.
In the cachestr folder the spotlight file can be safely deleted as a new one is generated the next time you play.
Also not unusual for the cache folder to be empty either.
The main file to delete often is the localthumbcache.package file. Deleting this helps to keep glitches out of your game.
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New
josie gracesays...
My sim wasn't able to cook anything on the stove / oven basically after taking out ingredients of the fridge she would place them on the ground and the thought bubble would pop up saying she couldn't walk any where. I tried this method and I couldn't thank you enough because it did work and fixed my game :) thank you so much !!!
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New
oldsimsplayersays...
Scared my .package files are pointing to sims 4 and when I click download they open up my game. How can I reset them or is there a way to reset them?
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Senior
Playlotsays...
Sounds like you need to revert package files back to their original format. Try the tips in this article: Re-associate zip files
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New
Skyleighsays...
Everything works like it should besides the fact that when I click on objects or sims no interactions show up
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Admin
Playlotsays...
If you use mods and/ or cc take the mod folder out of your The Sims 4 folder and place it somewhere like on your desktop for safe keeping. Then delete the localthumbcache.package file and start a new game. If everything works now as it should then you know it's a mod or some broken cc so you will have to figure out which piece. There are tips on how to do that here. Click - takes you to post on our forum
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New
Kaitlynsays...
i recently downloaded the sims 4 onto a brand new computer. I've already checked if it has all the requirements and it does. when i create a sim everything is fine and i can see the sims but when i go into live mode to play the sim turns completely pitch black. as do every other sim in that world. i don't know how to fix this or if there is a way to fix it. Please help
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Senior
Playlotsays...
This sounds like you are using a broken cc skin. Take all your mods and cc out and start a new game. If everything is normal, then you'll know it is your mods/cc.
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New
Fiasays...
Hello, I tried to back up and restore my game today, for the first time. I've copied and pasted my back up back into the ea file, but my households and lots are not in the game! :'( I'm now panicking. Can you please help me?!
Kind regards, Fia
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Senior
Playlotsays...
Sims and lots are all in the Tray Folder. So you need to have the Saves folder and the Tray Folder. In this forum post here you'll find many links to how-to's that will walk you through how to do this.
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Regular
Michellesays...
Is it safe to delete anything from the lotcacheddata?
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Admin
Playlotsays...
Yes, it's fine to delete the files in the Lotcacheddata folder. Just don't delete the folder itself.

More information in the link below:
User Files explained
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New
WCsays...
So is the onlinethumbnailcache folder not safe to delete if it isn't there, then
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New
nettasays...
Thank you.That help me alot for my game.
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New
Jujusays...
The thing is I can’t find anything in my chachtr folder or the loca one
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Admin
Playalotsays...
Documents>ElectronicArts>The Sims4 then within this folder you will see (among many others) a folder named 'cashestr'.
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New
Bella Smithsays...
when I delete the localthumbscache.package it deletes but then i go to play my game and then I turn it off and look at where it was and it came back. Do you know why thats happening?
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Admin
Playalotsays...
It is supposed to happen. Every time you start The Sims 4 a new localthumbcache.package file will be created. If you are playing without mods or cc you do not need to delete it after every game session but if you are, then it is a good habit to get into.
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New
Checkerssays...
My sims wont die there just liveinGrin
Can you helpx ?
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Admin
Playalotsays...
You haven't really given me enough information to help tbh. So here's some guesses. Some elders, especially if they have the Active Trait, have maxed the Active Skill or have completed the Body Builder Aspiration will live up to 20 days longer than other elders. Some sims that are game generated by the City Living expansion pack are flagged to never die (Weirdo Trait)...so they won't. Some sims that have been placed in roles such as Butler or Maid also won't die. Some sims that were used as a criminal in the Active Detective trait also won't die. If you use a mod to look at a sims hidden trait and see that death is disabled then you'll know it is possibly one of these issues. Sometimes using the cheat to remove traits works.
Here's a link to 'My Sims Won't Die' Bug Report that has some suggestions to help on about page 3 of the bug report.
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New
Jamiesays...

ok so i posted my issue on EA Answers HQ and someone told me to to exactly this, only they said: "delete any folder with 'cache' in it". so i did just that. deleted the folders. now my game won't open. what do i do? can i just restore the folders from my recycle bin, or will that not work now?

i have repaired the game twice with origins. waited until everything was finished repairing before trying to launch. checked the files and those folders did not reinstall. the guy that told me to do this said that the game will recreate the folders.

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Admin
Playalotsays...

Oh dear, yes I'd drag the folder back out of your bin and try that. but you also can do a re-install which will not effect your game saves. How-To Uninstall/Reinstall TS4

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New
Ms E V Hoskinssays...

I just followed these instructions and found my game could not reload and an icon came up telling me that data was missing. Fortunately i was able to go to recycle bin and restore it, but had I not been I would have lost a lot of information, lots and families i haf spent ages working on and playing. I doubt I made a mistake as i followed them as listed.....needless to say I wont be trying this again! Please Carl can you try to make sure that instructions carry no risk of this kind of thing happening......i was relieved they were still in the bin, as there was a moment of fright were i did think I had lost all of it!

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Admin
Playalotsays...

Sorry you had issues, the info is correct though. If you were missing sims and lots etc that means you deleted the wrong folder as absolutely nothing inside of the 'Tray" folder should be deleted as that is your in-game library.

An easy shortcut is just to delete the localthumbcache.package file after you play each day.

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New
Staceysays...

What about cleaning out the tray? It seems like a bunch of unneccessary stuff by name but i dont want to risk messing up the game bc i dont know what any of thid stuff means. Thx

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Admin
Playalotsays...

Oh my gosh! NO! Do NOT remove the Tray Folder, that is your in-game library with all your lots, houses, venues and sims/households you have created in-game and saved or downloaded and saved.

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New
Cant get into Simssays...

I downloaded the sorcerer mod for my sims. It is a script mod. After I applied it to the game, it refuses to let me into my world. (it DID download properly, I saw the "suspicious clay" in build mode). It lets me into the game, but when I actually try to PLAY it kicks my out of sims completely, and back to my home screen. Does anybody know a solution?

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New
Bopsays...

doing that broke my game. I'm installing the sims again... D:

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Admin
Playalotsays...

Sorry to hear that but you must have done it incorrectly. I clear caches after every time I play but it is important to not delete the wrong folders or files.



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