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Unsnoozual's avatar
Unsnoozual
2 years ago
Solved

Sims 4 added to child account, but EA app just shows a blank square

I'm trying to get my daughter set up to play Sims 4 but I'm having no end of difficulties. I've done this in the past for my older daughter and everything was pretty straightforward. I set her up Ste...
pc
technical issues
  • EA_Pythia's avatar
    EA_Pythia
    2 years ago

    Hello @Unsnoozual,

    first, in what way is one of the accounts ineligible to connect?

    Regarding your issue, could you add the EA app as an exception to your antivirus and start the app as administrator?

    Do you happen to use a DNS filter such as Pi-Hole or AdGuard? If yes, could you deactivate them for now?

Unsnoozual's avatar
Unsnoozual
2 years ago
@EA_Pythia Thank you! Pi-Hole was the problem! Disabling the blocking made the game show up once I restarted the app and it's installing now. I'm hoping I can turn it back on once it's installed, my other daughter doesn't have any issues so hopefully it was just some initial setup that was being blocked.

On the ineligibility error: I don't know! When I launched Sims 4 through Steam I got the EA login prompt (even though the EA app was already open and logged in), and after logging in with my daughter's details the error was pretty much just "One of your accounts is ineligible", no more information than that. So if you can feed back that this message could be improved I'm sure it would help some people in the future.
EA_Pythia's avatar
EA_Pythia
Icon for Community Manager rankCommunity Manager
2 years ago

@Unsnoozual, great, good to hear that that helped!

Regarding the ineligibility message, speaking for the EA side at least, Child accounts are blocked from online features to protect the user and comply with laws and regulations of your region. 

Some of these restrictions are set until the child account ages up, even if you have made changes with parental controls. Due to this, the account would be blocked from linking to other accounts or social features. Is your older daughters account a teen account? That could explain, why one account worked, but the one for your younger daughter gave you that message.

  • Unsnoozual's avatar
    Unsnoozual
    2 years ago
    @EA_Pythia I set up the other account a couple of years ago, and my older daughter was about the same age the younger one is now, so maybe something has changed in the mean time regarding child account permissions?

    For anyone else with the same problem, I did a quick bit of research and it looks like the domain "sdk.split.io" may have been the problem (https://www.reddit.com/r/pihole/comments/vfyg1d/ea_app_ea_play_issues_resolved/) so I've whitelisted that in Pi-Hole now 🤞

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