Forum Discussion

gothboy_23's avatar
3 years ago
Solved

cant install sims 4 on EA app

you guys please help me i've been having a issue for 3 weeks now and EA isnt doing crap about it. at first i was having trouble updating the sims 4 a few weeks ago i kept getting an error ive contact ea several times they kept telling me the same thing "uninstall ea app and reinstall, clear cache, etc" didnt work. i contacted again they told me to contact Microsoft so I did they couldnt help either so they told me to contact EA again so I did. They told me to do the same thing "uninstall ea app and reinstall, clear cache, etc". One person told me to uninstall the sims 4 I was afraid if I did this i wouldnt be able to reinstall the sims 4 again because of the error. So i was frustrated i had nothing else to do I've spent money on this game and cant even play it ever since we were forced to switch to the EA app from Origin. So I uninstalled sims 4 completely and guess what??? I can't download back I keep getting an error. please help me this has been happening from 3 weeks and im frustrated EA wont help me.

  • EA_Solaire's avatar
    EA_Solaire
    3 years ago

    @gothboy_23 

    If this is only happening with one specific account, then it may be an issue with your specific game entitlements that the live support will need to investigate with you- we don't have access to your specific account details here on the forums to be able to look into that further with you. 

    You can contact live support by submitting a help request on the site here. You can also attach this AHQ conversation to your live support case so the live support team has further information to reference when you reach out there. 

20 Replies

  • gothboy_23's avatar
    gothboy_23
    3 years ago

    so i figured out the issue, its something wrong with my ea account i cant download any games on my main ea account but when i tried a different account it will download. But i want to use my main ea account because thats where all my Sims 4 addons are on and im not spending $500 again for all addons on a different account. Whats the cause of this not being able to download any games on my main ea account?

  • EA_Solaire's avatar
    EA_Solaire
    Icon for Community Manager rankCommunity Manager
    3 years ago

    @gothboy_23 

    If this is only happening with one specific account, then it may be an issue with your specific game entitlements that the live support will need to investigate with you- we don't have access to your specific account details here on the forums to be able to look into that further with you. 

    You can contact live support by submitting a help request on the site here. You can also attach this AHQ conversation to your live support case so the live support team has further information to reference when you reach out there. 

  • gothboy_23's avatar
    gothboy_23
    3 years ago

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

  • gothboy_23's avatar
    gothboy_23
    3 years ago

    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.....

  • EA_Solaire's avatar
    EA_Solaire
    Icon for Community Manager rankCommunity Manager
    3 years ago

    @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. 

  • MaddiFoix's avatar
    MaddiFoix
    3 years ago

    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.

  • puzzlezaddict's avatar
    puzzlezaddict
    Hero+
    3 years ago

    @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.

  • MaddiFoix's avatar
    MaddiFoix
    3 years ago

    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 🙂

  • puzzlezaddict's avatar
    puzzlezaddict
    Hero+
    3 years ago

    @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.

  • MaddiFoix's avatar
    MaddiFoix
    3 years ago

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

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