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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1 2 3 4 > Last
Sharni R
can I just say thanks so much ive had major save problems for a while now and this has fixed everything, thanks againLaughLaugh
1st September 2015 10:45pm
In the cachestr folder is it safe to delete the spotlight package file?
26th December 2015 10:37am
Don't delete the spotlight.
28th December 2015 11:26pm
Yes, the spotlight.package is safe to delete.

Reference Link:
10th January 2016 4:32pm
Is it safe to delete the file "ClientFullBuild0.package" under "The Sims 4" "FP01"?
9th January 2016 11:56pm
These .package files are the main data files for the content packs.

I would hazard to guess anything in the game install folder:

C:\Program Files (x86)\Origin Games\The Sims 4 (64-bit-Windows)
C:\Program Files\Origin Games\The Sims 4 (32-bit-Windows)

Are files that should not be deleted at all. As it may end up messing up the game. It would need to be reinstalled. Origin may try to actually install what was deleted as well.
10th January 2016 4:27pm
Kylie miller
For some reasomn my computer says there is nothingn in the cache files
18th January 2016 2:34am
That's ok. Just play for a while and then you will see data in there.
18th January 2016 3:30pm
Elin P.F
uhm. i have played fo over 1400 hours but still there is nothing in the cache file. why is that? I play online via origin
17th February 2016 7:00am
Well, seeing as your game is working as you're able to play I guess everything is fine!
17th February 2016 3:05pm
Same for me!
4th September 2017 12:50pm
Which cache folder is referred to in #2?
Lotcacheddata? That's the only cache folder I have except cachestr.
25th January 2016 7:11pm
There should be a folder named 'cache' and one named 'cachestr' inside The Sims 4 folder.
If you are having game problems posting on the technical board would be a good idea.
Technical Help on the Forum
25th January 2016 11:17pm
my The sims 4 folder doesnt have a cache file. just a 2 folder named with cache, lotcacaheddata and cachestr.
6th February 2016 12:47am
That's what the cache files are. Smile
6th February 2016 5:23pm
I only play the sims 4 offline and have packs until Get Together. There's no folder named 'cache' in my The sims 4 folder. Is that mean if I play offline I don't have any *.cache file?
7th February 2016 6:40pm
I'm really not sure. I would have thought that despite playing only off-line you should still have a cache folder. Try posting this question on our tech thread on the forum where our tech moderators can answer this question much better than me!
Technical Help - Forum
8th February 2016 3:33am
Okay thanks anyway for your help Smile
9th February 2016 8:01am
my cache file have '.jpg' . is that what i should delete ? i dont have any '.cache Sad
17th March 2016 11:51am
Don't delete those. Not sure what they are or where you are looking but the localthumbcache.package is directly in your The Sims 4 folder.

Documents>Electronic Arts>The Sims 4.... then when you look down the list of all the folders etc you'll see 'localthumbcache.package' file, it looks like a word document... you know, like it has a 'piece of paper' icon as opposed to a 'folder' icon

If in any doubt don't delete. Smile
17th March 2016 5:55pm
i found the localthumbcache.package . what i meant is inside the cache file is full of .jpg . there is no any .cache Sad . ive delete both but it still kinda laggy and every time i go career in detective i always crash . i really wanna try all the career MadMad
18th March 2016 1:35am
I understand what you are looking at now. That is all safe to delete per Carl's instructions. They are there because you have been onto the gallery at some point. Smile
18th March 2016 6:49pm
Janelle Ryan
Hi, thank you so much for this! It really helps. I have a question though. What do you do with the copies of the original save file that you have made? Do you delete them or keep them? I would really appreciate your help!

26th March 2016 11:55pm
I'm one of those crazy Simmers that usually keeps game saves, lots and households backed up on an external hard drive in case I want to play with any of them in the future. *Snicker*

It's easy to do:

1. Go to your Sims 4 folder
C:\Users\<Username>\Documents\Electronic Arts\The Sims 4
2. Right-Click on your Saves folder and copy it to the external hard drive.
3. Do the same with your Tray folder, if you want to save your household and lot files.
27th March 2016 3:27am
Hi! Thank you for this guide, my game freeze sometimes and I hope this will help! But can i delete the files in the lotcacheddata folder? Unsure
14th April 2016 10:34pm
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