@savannahnichole Please uninstall the EA App with Revo Uninstaller (the free version is fine). Then restart your computer and download a fresh copy of the App installer.
Create a new folder into which you'll install Sims 4. The folder should be on the root level of the drive of your choice, for example C:\Games is fine, but not C:\Program Files\Games. Let me know whether this helps.
It unfortunately did not work. Still saying I've been disconnected from the internet when my connection is stable.
@savannahnichole As a test, please set your phone as a mobile hotspot, using data rather than your home wifi, and connect the computer to that. I'm not suggesting you download Sims 4 in its entirety through your phone; just let me know whether the download starts. If it does, you can cancel it right away. Then unplug your router, wait ten minutes, and plug it back in before trying to download the game.
It wouldn't go past 0% on mobile hotspot but didn't kick me off saying it disconnected from the internet. I reset the router anyway but the issue continues.
@savannahnichole This is odd for sure. One possibility is a virus; I'm not saying your computer definitely has one, only that it's worth checking. So please run a virus scan. Download Malwarebytes (the free trial is fine) from here:
https://www.malwarebytes.com/mwb-download
Open it, click Scan > Custom Scan > Configure Scan, check all the boxes both for all scan types and for your all your drives, and let it do its job. This could take anywhere from a few minutes to several hours, depending on the amount of data and whether the scan finds anything., so you may want to set it to run while you're doing something else. Please attach its report so I can take a look.
I ran a scan with my anti-virus (bitdefender) and came back with nothing. Let me know if i should scan with the other one still.
Community ManagerHi @savannahnichole,
We've tried something on our end to resolve this- would you mind checking the app again now please and let me know if you're still not able to download the base game?
Still not working. I even tried uninstalling and reinstalling the EA app. Download will start not go past 0% then says I've disconnected from the internet.
@savannahnichole I was hoping you'd do the scan with Malwarebytes, not to say that Bit Defender is bad, only that I don't know whether it's as thorough. Having said that, it's entirely possible that this is an account issue and has nothing to do with your computer.
Community Manager
