Re: cant install sims 4 on EA app

there is only a email option and they are not responding to my emails its been weeks and I have 5 cases. 

it keeps saying "waiting on player" and "resume" I added attachments and stuff and no one emailed me in weeks they just keep emailing me a rate them email.....

@gothboy_23 

Try submitting a brand new case, and selecting some different topic/issues on the case details until you see a live chat option instead of email. 

I am having the same issue and I tried live chat as well and they told me to do the same things, and sent me to a "help" link. Nothing is working. I am very frustrated and I have 18 expansion packs so I shouldn't have to make a new account and buy them all again just for me to be able to play the game. You guys need to fix this because thousands of people are having this problem. I have 7 cases and have not gotten a fix.

@MaddiFoix  What exact issue are you having?  Pleaes describe what happens when you try to install, and if you see an error message, please post a screenshot.

I'd also like to know what antivirus you use, if any.

I try to download the sims 4 or any game and it just gets stuck on "preparing." If I try to cancel the download after that it gets stuck "cancelling." I've tried everything. Clearing cache, uninstalling and reinstalling, lowering user security controls, anti-virus is off, etc. I don't get an error code either. Also, thank you for trying to help, I appreciate it 🙂

@MaddiFoix  Please uninstall the EA App using Revo Uninstaller (the free version is fine).  Restart your computer, reinstall the App, and create a new folder into which you'll install the games.  This folder should be on the root level of the drive of your choice and be newly created for just this purpose.  You can switch the default install location in the EA App through the Settings menu; I believe the option is under Installation.

If you use a third-party antivirus, please disable it before reinstalling the App (you can download the installer first), and try downloading one game before reenabling the antivirus.  As long as you're not doing anything else on your computer at the same time, you should be safe.  If this works, you can set exceptions for EADesktop.exe and EABackgroundService.exe.

Did you ever get this figured out? I'm having the same problem still :/