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Epicbigfoot's avatar
Epicbigfoot
2 years ago
Solved

EA App version of Sims 4 missing when Steam version was installed

Product: The EA app
Platform:PC
Error Report ID (learn how to create an Error Report ID in the sticky post) 4961eaec-c31e-4594-9b1e-4568ef6da108
Which client functionality are you experiencing this bug with? Download Game
When did this happen? (dd.mm.yy hh:mm) 29.08.23 14:08
Summarize your bug The EA App version of Sims 4 cannot be downloaded when the EA Account was used to play the Steam version. The EA App always says the download the game on Steam even if the game used to be in the library.
How often does the bug occur? Every time (100%)
Steps: How can we find the bug ourselves? 1. Own Sims 4 on the EA App 2. Download , install and run Sims 4 on Steam 3. Uninstall the game on Steam 4. In the EA App library it now only shows the Steam version and the EA App version cannot be downloaded anymore
What happens when the bug occurs? Only the Steam version of the game remains in the library making it impossible to download the EA App version.
What do you expect to see? Either show the EA App version if the Steam version isn't installed or the game twice like it used to on Origin.

‌

The EA App version of Sims 4 cannot be downloaded when the EA Account was used to play the Steam version. The EA App always says the download the game on Steam even if the game used to be in the library.

bug
mac
pc
  • Epicbigfoot's avatar
    Epicbigfoot
    2 years ago

    @EA_PoppyI have managed to solve the problem. I had to permanently remove Sims 4, the Sims 4 Key and the free Holiday Pack with the Steam support site. After running app recovery in the EA App my EA App version of Sims 4 was in the library again and I can install the game without Steam.

    Edit (11-Sep-23): EA App Version 13.22.0 has fixed the bug when an account has both versions. When the Steam version is uninstalled the EA App now properly shows the EA App version again without removing the game via Steam Support.

10 Replies

  • Epicbigfoot's avatar
    Epicbigfoot
    2 years ago

    I also just tested it on a completely different PC that never had the EA App or Steam installed before and it still wants that I download Sims 4 from Steam.

  • EA_Poppy's avatar
    EA_Poppy
    Icon for Community Manager rankCommunity Manager
    2 years ago

    Hey @Epicbigfoot,

    Did you download The Sims 4 on the EA app on this EA account? 

    Try and type the game into the search bar of the app and see if it lets you download and install the game from there, then try again launching The Sims 4 via the EA app.

  • Epicbigfoot's avatar
    Epicbigfoot
    2 years ago
    @EA_Poppy Yes I have Sims 4 on this EA account. If I search for it in the EA App it says Sims 4 in library but if i click on it, it still says "Standard Edition accessed through Steam" and there is no download button.
  • EA_Poppy's avatar
    EA_Poppy
    Icon for Community Manager rankCommunity Manager
    2 years ago

    @Epicbigfoot, try uninstalling The Sims 4 from Steam with the Revo Uninstaller, to remove everything from your registry:

    https://www.revouninstaller.com/revo-uninstaller-free-download/

    I'd also recommend reinstalling the EA app that way.

    If you then still have issues downloading the game via the EA app, there might be an issue with the entitlements on your account, so it would be best if you reach out to EA support, so they can have a look at your account there.

    You can reach support here: https://help.ea.com/en/help-home/

  • Epicbigfoot's avatar
    Epicbigfoot
    2 years ago

    @EA_Poppy  I don't think this is an entitlement issue but it's a bug in the EA App. I checked on Origin on my Mac and I can see I own both versions. I also know that this wasn't an issue a few weeks ago.

  • EA_Poppy's avatar
    EA_Poppy
    Icon for Community Manager rankCommunity Manager
    2 years ago

    @Epicbigfoot, okay, thanks for checking on another device. 

    Did you try the steps suggested in my post above?

  • Epicbigfoot's avatar
    Epicbigfoot
    2 years ago
    @EA_Poppy Yes I have removed the EA App with Revo Uninstaller and reinstalled it after a reboot. Still the same issue.
  • Epicbigfoot's avatar
    Epicbigfoot
    2 years ago

    @EA_PoppyI have managed to solve the problem. I had to permanently remove Sims 4, the Sims 4 Key and the free Holiday Pack with the Steam support site. After running app recovery in the EA App my EA App version of Sims 4 was in the library again and I can install the game without Steam.

    Edit (11-Sep-23): EA App Version 13.22.0 has fixed the bug when an account has both versions. When the Steam version is uninstalled the EA App now properly shows the EA App version again without removing the game via Steam Support.

  • EA_Poppy's avatar
    EA_Poppy
    Icon for Community Manager rankCommunity Manager
    2 years ago

    Oh, that's great. @Epicbigfoot! I'm glad to hear you got it to work in the end.

    Have fun with playing the game again! 🙂

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