Solved
DLC dowload stuck at 'preparing'
Hello,
I have an issue downloading the 'snowy escape' and 'Get Together' packs. Here are some problems that I've noticed
- In the EA app, both packs are in downloadable add-ons but when I try to download them, it stuck at preparing process, then the "There's a problem with your download" window pops up
- When I launch the game, I can't play my past saved game because it has both packs in it and it says that 'restart required' (as in the attached picture), but I can still play other saved games that I play without these two packs
- I checked my game details in Origin and it says that I don't own both packs (as in the attached picture), which is confusing since I use the same account to sign in EA app and Origin
- I start having this problem when I move from Origin to the EA app, around February
some suggested solutions on the HQ community that I've tried
- clear cache
- restart the app
- repair game
- uninstall/reinstall the sims 4
- uninstall/ reinstall the EA app
I already contact EA help yesterday then they gave me a troubleshooting step to try, unfortunately, it still not working. So I decided to post the issue here, if anyone faces the same issue or knows how to solve this it'll be much appreciated!
Hey there @Octobergrl,
It sounds like there may be some issues with your Get Together and Snowy Escape entitlements on your EA account- this isn't something we can verify or check on through AHQ since we don't have access to your account details here on the forums, so live support will need to look over this again for you and see what's going on.
Please reach back out to live support from the help site here and ask them to check your game entitlements for these packs- I'd also recommend linking this AHQ conversation when you contact in so the team has further information to reference. Please let me know if you run into any issues getting through the help site.
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