EA app PC : Problem downloading Sims 4

@sleepingbeauuuty  I've flagged your post to someone from EA.  It might take a couple days to get a response.  In the interim, thanks for the error report ID, which would be the first request anyway.

Hey there @sleepingbeauuuty 

Your post has been merged in with the main thread on this issue- thank you for sharing your Error Report ID!

@jdurrante & @DADIS43 

If you're still having troubles with this, could you please follow the steps here to run an Error Report and attach the Report ID to your post so we can investigate this further? 

I still cannot install the Sims 4. It gets stuck to "preparing" and then it fails, just as it originally did.

As I'm not sure if anyone saw my EA app report ID I edited to my last reply, I'll share it again

db2cb681-4239-4c87-a181-2ecfc166e2ef

Hi @EA_Solaire! Thank you for reaching out! Just following up to see if there is any news. 

I was going to try again the forcing update to the EA app and when I went in the file to do it, I notice this. I didn't pay attention if that was there before, however. I doN,t know if that means anything, but I figured I should share, just in case.

@bluemystral  That's fine and not a problem.  You can get rid of it if you want, but it shouldn't be doing any harm.  I have it too, and I believe that it's from when the EA App was still in beta.  At some point, an update to the App was its own separate download, with the old folder being renamed rather than overwritten.

Okay that makes sense. I just wasn't sure if it was supposed to be there or anything, so I wanted to make sure. Thanks 🙂

Hi 🙂 My fiancé suggested that I should contact the EA support directly, I just finished talking with someone via Live Chat and while we could't fix the issue, they said they would talk to someone in the teams working on those things. I made sure to mention how I was not the only one to have this issue. They also requested that I let the people here know as well about this fact, so this is me doing so

@bluemystral  With all due respect to EA support, that's pretty much the standard reply when they don't know what to do.  We're very much aware of the download issues here, both volunteers and the EA community managers who post on this site.  But no one here works on the EA App, so all we can really do is collect reports and hope the people who support the App itself find a way to fix the problems.

The person I talked with did say they were going to let the teams working on the App know about the issue, I'm sorry I wasn't clear enough^^'

@bluemystral  I understood that; I was saying that this issue has been reported up the chain already.  It's been on our radar for months now, and one more report from customer support isn't going to change anything.

In case it's not clear, I'm frustrated with the EA App overall and with customer support, not you.

@puzzlezaddict Don't worry, I know that. While I was talking to them, they made me do the stuff you told me to do, to the same results, but when I was trying to download it, I told them how it was stuck on preparing, then later, how it was still there, until it ultimately failed, so they could see how long that part would take. I guess we can just wait and see.

Alright, I found a solution!

I tried downloading Sims 4 base game from my Steam account and licked it with my EA account. I could download the base game. Went to log in on the EA app to see if I could download my packs and stuff and it already had started to download. So all in all, I downloaded the base game via Steam and then my EA bought packs. A bit annoying, but hey, it works. 

Hi there @puzzlezaddict! It's been a while but I saw BlueMystral's reply about getting it to download through steam and has success with that which is great but I'm still having an issue with Get to Work downloading. I had an Xbox Live membership at one point and linked my accounts after which I downloaded Get to Work. Now when I look at Get to Work it says I own it through EA play. Have you come across anything like this? I'm wondering if maybe the issue is that I had the base game and Get to Work through EA play somehow? But I'm not sure how to rectify this without rejoining xbox live/ea play and if it doesn't work then I'm out that money anyway. Just hoping to get your thought on this.

Hey @sleepingbeauuuty , I had an issue like that when I tried to download the new pack had to have both the EA App and Steam open, so you probably need to do similar, just a suggestion.

@sleepingbeauuuty  The EA App can sometimes get confused about whether someone has the right to use Get to Work.  It's like the lapsed entitlement from the subscription overrides the still-valid entitlement from purchasing the pack separately.  It's not a problem that can be fixed on the user end.

What you can do here is contact EA customer support and ask that the EA Play version be removed from your account.  I'd strongly suggest using the live chat option rather than email.  Try this link:

https://help.ea.com/en/help-contact-us/?product=the-sims-4&platform=&topic=missing-game&category=manage-my-account&subCategory=find-missing-game

Make sure you're signed into an EA site (this one is fine) in the browser window before clicking the link, and that your location in the lower-right corner is set to U.S. or U.K.

If you don't get anywhere with support this time around, let me know.

hey there.

sorry to bother you guys Months and months after this thread but holy hell you guys helped me out. 

i was about to lose my mind with the exact same problem. your thread did more for me than the entire EA support. 

so from the depths of my heart Thank you