Community ManagerHi there, @JamesG768.
Thanks for reaching out to us about this. I'll try to help get this resolved for you. I'd like you to power cycle your equipment with the following steps: unplug your modem, router and console. After 2 minutes plug in the modem and router. Let them come back online completely. Then plug in your console and start it up. Let me know if that helps or not.
Community ManagerThanks for trying. Do you happen to have anything plugged into a USB port other than an external hard drive? Maybe a racing wheel or Guitar Hero dongle? If so, unplug it and try installing again.
Community ManagerGlad to hear it. It's possible this is connection-related then. If you like, we can try going through some troubleshooting or do you not really need help with this now?
Community ManagerSounds good. I'd like you to go to the network settings screen on your Xbox and let me know what it says for the NAT type and IPv. Also, do you have the game installed on an external or internal hard drive?
Community ManagerHave you checked to see if the game is up to date? To do this, select the Sims 4 tile and hit the Menu button on your controller. It's the one with the 3 horizontal lines on it next to the guide button. Next, choose Manage game & add ons. You should see here if there's an update available.
Community ManagerLet's see if clearing the alternate MAC address will help. To do that, follow these steps:
Go to your Xbox One Settings (Just press Start, then click Settings)
Go to "Network", then "Advanced Network Settings"
Click on "Alternate MAC Address", and then click "Clear"
Try loading into the Sims 4 again and see what happens.
Community ManagerHave you tried alternate DNS settings yet? If not, from the Xbox One screen, go to Settings > Network > Advanced settings > DNS settings > Manual. (If Settings doesn't appear on the home screen, select My Games & Apps, then Settings). From there, enter the Primary DNS as "208.67.222.222" and the Secondary DNS as "208.67.220.220". If that doesn't help, try using the google DNS servers which are: primary alt number 8.8.8.8 - secondary alt number 8.8.4.4.
Community ManagerYou should only need to do it once. Did those DNS settings revert to what you had before?
Mine started to crash this morning (XBOX series X). 2x....then on my third it aparently worked? I'd assume it's down of some sort?
Community ManagerI'm not aware of any issues. If it continues to happen, let me know. Thanks 🙂
Have you tried using a different gamertag? I'm wondering if it happens on other accounts on your console as well.
Edit: Also, if you connect your Xbox to a wireless hotspot, does the same thing happen?
Thank you! I had the same problem and clearing the alternate MAC address fixed it for me! You're a life saver, I haven't been able to play in days and thought maybe I had just downloaded too many things from the gallery!
Community ManagerGreat! I'm glad to hear it! If you have any other issues, please create a new thread for them or respond to one that is more current. Due to this thread being outdated, I'm going to lock it as we don't allow "necro-posting". Thanks!
Community Manager
