Forum Discussion

Seasoned Newcomer

1 year ago

Solved

TS4 stuck on "cancelling"

There was a recent update for my game and it was stuck in the updating process, it didn't even begin to load to 1% for like twenty minutes. So, I hit cancel in hopes that I could retry downloading again but now it has been stuck on "canceling" for about five hours.

I need help please, I don't know how to fix this!

aamnyg
1 year ago
Hi!
I had the same problem on Mac, but what worked for me was clearing the cache of the EA App. When you open the app on the top left near the apple symbol you will see “Help”. Click that and then hit “App Recovery”. There you can clear cache and it will reset the app. It will ask you for your device’s password in order to clear the cache. You also may need to login again, but in my case I didn’t need to. But yeah, after doing that I can attempt to update again and so far it is doing fine, still slow but at least its not stuck on cancel forever!
Hopefully this works for you!

7 Replies

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EA_Lanna
Community Manager
1 year ago
Hi haydensocial,

I'm sorry that happened. Can you fully close down the EA app? Double-check Task Manager to see if it's still open in the background first. If it is click 'End task' and that should close it down fully. Once that's done, load up the EA app launcher again, that may help things sync up and restart the update.

- EA_Lannaa
haydensocial
Seasoned Newcomer
1 year ago
Hi!
I'm not really sure what Task Manager is but I do have Activity Monitor on my Mac so I opened that up and force-quitted the EA app and opened it again but I still have the same issue.
I'm so upset as I really wanted to try out the new Sims 4 burglar update but now I'm stuck on this cancellation forever :(
aamnyg
Seasoned Newcomer
1 year ago
Hi!
I had the same problem on Mac, but what worked for me was clearing the cache of the EA App. When you open the app on the top left near the apple symbol you will see “Help”. Click that and then hit “App Recovery”. There you can clear cache and it will reset the app. It will ask you for your device’s password in order to clear the cache. You also may need to login again, but in my case I didn’t need to. But yeah, after doing that I can attempt to update again and so far it is doing fine, still slow but at least its not stuck on cancel forever!
Hopefully this works for you!
EA_Lanna
Community Manager
1 year ago
That's an excellant suggestions aamnyg. haydensocial, could you try that step next? Clearing the EA app cache is another troubleshooting step that could help things sync up again and run smoothly. I'll also add, that repairing the game may help too, should the app cache not change thing for you. The steps for both can be found in this EA Help guide:

Games that won't download, install, or load in the EA app
EA_Lanna
Community Manager
1 year ago
Sorry for the confusion haydensocial. You are correct, for Mac it's called the Activity Monitor, for windows it's the Task Manager.
MISTaKeZ260
2 days ago
Hi, I know this is an old post, but I've been having the exact same problem. My game was downloading for around 2 days and was stuck at 2%. I tried to cancel the download in hopes that I could try again but now its been canceling for 2 hours. Please give me some other suggestions, I've tried everything mention as solutions in this post
EA_Leeuw
Community Manager
1 day ago
Hi all,

I'm going to close this thread to stop it from being necro'd.

If you're experiencing the same or a related problem or want to start a new discussion, please create a new topic or respond to a more current thread.

Thank you.