Forum Discussion

Seasoned Newcomer

25 days ago

Solved

Unable to go Online error

Even after the recent update on Xbox S, the gallery and marketplace still don't work. Every time I try to open them, it says I'm offline, my internet connection doesn't work & my account is also not connected to my EA account".

Context: So I updated my game on the Xbox S today (about 19 GB which took hours to download).

When I first logged into the game, I was actually able to open, browse and download some lots from the Gallery. I was also able to browse the marketplace for the first time. I thought, finally! Great!

So I thought these issues were finally fixed. Because before this update, I was literally unable to check the Gallery & Marketplace AT ALL before this update.

Then I close the game because I can't have it open 24/7. Same issues again.

The Sims 4 always says I'm offline and my Xbox/account is not connected to my EA account for a very long time now. I've checked many times and know that my internet connection is fine. My Xbox/sims 4 account is also already linked to my EA account. I even recently unlinked my Xbox account (which I can't do again until months from now as EA's rule) from EA to make sure.

I also suspect that saving lots and placing lots/anything from the gallery will also not be working well again.

It's like nothing else works in this game unless you just ignore everything/others great creations from the Gallery and only play with the base game content. Think I've tried everything on my end just to fix these issues, but your game is just a broken mess.

I'm sorry but this is just ridiculous at this point. Even after a huge size update, the gallery and market place still don't work. I'm always told my console is offline and not connected to my EA account when both of these are not true.

Overall I really want to play the Sims 4 especially since I bought some packs during the sale since the base game is lacking, but there are always technical issues that really sucks the fun out of my experience. I don't have a PC so the console version is what I'm stuck with for now.

crashing

xbox

EA_Solaire
6 days ago
fatalmoon65 In that case please reach out to the live support team from the help site here so they can review your account information a bit further and be sure your accounts are properly linked together.

16 Replies

EA_Solaire
Community Manager
6 days ago
fatalmoon65 In that case please reach out to the live support team from the help site here so they can review your account information a bit further and be sure your accounts are properly linked together.
fatalmoon
Rising Novice
3 days ago
Thank you for the link. I did see that my account was not linked, and I had to change my email for EA in order to get it to link with my Xbox. However, now that I am linked, I am still unable to connect or link my account on the game on my Xbox. Also, now that I changed my EA email, my account on this forum seems to have been eliminated and I had to start over with the new, linked account email. All I know now is I lost all my emails and I also have no access to online play in The Sims 4! I have no idea what to do now! Please help!
fatalmoon
Rising Novice
3 days ago
I got it to connect! For the moment - lol! What I did was unplug my modem and router, then plugged back in, then logged out of my Xbox account, turned off the Xbox and unplugged it and waited a few minutes, then turned on the Xbox, logged in, cleared persistent memory and reserved space and started the game and was finally connected.
However, that still leaves the problem of my profile and identity on my Mac. I have Sims 3, Sims 4 and a few expansion packs for Sims 4 installed on the EA app on my Mac. When I log in to the linked EA account, only the Sims 3 shows up. I have to log in using the old (it was fatalmoon65) login that supposedly wasn't linked, and then all the games show up on the Mac. But I would like everything to be under the one login if possible. How would I do that?
EA_Solaire
Community Manager
3 days ago
It sounds like you may have set up a brand new EA account rather than updating your old account. No worries, live support can explore a few options with you on this, such as merging these two accounts together. Here on the forums, I'm not able to access your specific account information, but you can reach back out to live support from the help site by creating a brand new case.
TiaZoe25
New Traveler
3 days ago
hii, i was finally able to contact an EA advisor and he provided the following steps for xbox:
1. Press the Xbox button on your controller to open the guide.
2. Highlight The Sims 4 and press the Menu button (three horizontal lines).
3. Select Quit to completely close the game.
4. Go to My Games & Apps > See All > Highlight The Sims 4.
5. Press the Menu button and select Manage game and add-ons.
6. Scroll down to Saved data.
7. Select your profile and choose Delete from console. (Do NOT select "Delete from everywhere", as your actual save files are safe in the Xbox cloud).
i followed these steps and i was finally able to connect online, so it seems to have worked. They also made me check on the ea website that my xbox was linked to my current email to make sure it wasn't connected to an old or an "invisible" one. This has worked for me and if the issue occurs again i was told to repeat these. If anyone still has this issue i hope these steps work if you haven't tried already :)
(also none of your saves or anything should be deleted and it will all be safe. The syncing may take longer than usually but just make sure that you don't cancel it)
fatalmoon
Rising Novice
3 days ago
Okay, thanks, I will do that.