[CURRENT ISSUE] Sims 4 DLC shows as installed, won't load in-game
Other fixes for packs not loading in-game
jump to: Checking for purchase/account issues
jump to: Clean-uninstalling Sims 4
jump to: I still need help
If the steps in the first post of this thread didn't help, you may have a purchase or account issue, for example a partial refund that's blocking the App from loading a pack. Or your account may be fine, in which case you need to do a clean uninstall and reinstall of Sims 4. See below for details.
Checking for purchase/account issues
If the suggestions in the first post of this thread don't help, the next step is making sure the EA App thinks your packs are installed. Open the App's game library, click Sims 4, then Manage > Manage add-ons, and you'll see a list of installed packs:
If a missing pack is listed with a Download button, click it. If you get an error when trying to install, please create a new thread in this forum. Post a screenshot of the error message, and list the affected pack(s) and where you bought them.
If a missing pack shows as installed, and the steps in the first post of this thread didn't help, please make sure there's nothing wrong with your purchase. Go to ea.com, sign in, click your avatar in the upper-right corner of the screen, click Account Settings, then select Order History, and find your pack's purchase on the list.
If it says Processing, or Failed, or anything other than Completed, or you find a full or partial refund listed, please create a new thread in this forum. List the affected pack(s) and what your Order History says about them.
If your packs' orders are all listed as Completed, please proceed to the next section.
Sometimes moving around folders, as described in the first post of this thread, is not sufficient to fix this issue. In that case, it's necessary to do a clean uninstall and reinstall of Sims 4 and the EA App. This applies to all versions of Sims 4 installed in Windows. If you play through Steam or Epic, it's unnecessary to install that game launcher, just Sims 4 and the EA App.
To clean-uninstall Sims 4, you'll want Revo Uninstaller. (The free version is fine, either the standard or portable version; there's no need to pay for a license.) You can download Revo from here:
https://www.revouninstaller.com/revo-uninstaller-free-download/
Before proceeding, put aside your Sims 4 folder in Documents\Electronic Arts and rename it to something that doesn't include the words "Sims 4." This will preserve your saves and other user data.
Launch Revo, find Sims 4 on the list, right-click, and select Uninstall. Revo may list a couple other packs it finds and ask if you want to remove them as well. This is normal, and say yes. Note: The application size Revo lists is only for the base game, but all installed DLC (expansion/game/stuff packs/kits) will be removed as well. You may also want to uncheck the box to create a system restore point, especially if your computer is low on storage. You don't need this restore point.
Revo will note that all add-ons will be removed; click Yes again. When the game is uninstalled, select "Moderate" under "scanning modes," and click Scan.
Click Select All, but before deleting, review the list to make sure there's nothing you might like to keep. For example, if you have a backup Sims 4 folder with your saves, this may appear on the list. If you find a folder you want to preserve, uncheck the box next to it. Then click Delete to remove the rest, and click Finish if the window is still open.
Uninstall the EA App as well. As above, right-click its entry, select Uninstall, cancel the system restore point, and the EA App may open a window. Click Uninstall, then in the Revo window, click Moderate under Scanning modes, and Revo will present a list of registry entries. Click Select All, then Delete: you don't need or want to preserve these entries.
For the leftover files and folders, click Select All, review the list and deselect anything you'd like to keep (this is unlikely, but it's worth checking), click Delete, and you're done. Close Revo, and restart your computer.
Download a fresh copy of the EA App installer from here:
Reinstall it, then Sims 4. If you play through Steam or Epic, that's fine, just install through that launcher instead. If you're using a custom install location, i.e. not the default location your game launcher offers, do NOT install Sims 4 into Documents or Downloads. The folder should be at least one level deep on the drive of your choice, for example D:\Games\The Sims 4, not simply D:\The Sims 4.
Launch the game once and make sure all your packs are loading. If you're still missing one or more packs, please see the section above covering possible account issues.
Once your packs are loading properly, you can restore your saves, Tray files, mods and custom content, and screenshots (if you want to keep them) from the Sims 4 user folder you renamed before uninstalling the game. Move these files to the corresponding new folders within Documents > Electronic Arts > The Sims 4, and you'll be able to pick up where you left off.
Please review all the sections of both this post and the first one of this thread. In particular, make sure there are no issues related to the purchase of the affected packs, as described above. This is the most likely explanation when a pack is installed properly but doesn't load in-game.
If you're truly stumped, please run the search described in the first post of this thread:
for two or three missing packs, take screenshots of the results, and post those screenshots in a reply to this thread.
