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WabiWasabi's avatar
2 years ago
Solved

EA App won't Launch SIMS 4, tries to launch EPIC GAMES store instead

Since upgrading from Origin to the EA Launcher app about a month ago, I am unable to launch or play Sims 4. The EA App manages the library fine (understands licenses I've paid for and will download/update content appropriately).

The problem is that when clicking on the Sims 4 game in the EA App, the launcher attempts to launch the EPIC GAMES LAUNCHER to play Sims 4. 

  • If the Epic Launcher is not installed on my machine, I get a Windows error "Your PC doesn't have an app to open links of the type 'com.epicgames.launcher'"
  • If I install the Epic Games app, the EA App will launch the Epic Games launcher, but that's it. Sims 4 doesn't launch, and the EA app still displayes a "launching game..." progress dialog that never completes

Although I've purchased other EA games through the Epic Games store (e.g., Jedi Fallen Order), I didn't get my license for either the Sims 4 base game or any of the hundreds of $$ of Sims 4 DLC that my daughter has purchased through the Epic Games store, so no idea what's going on here. To verify that the problem is title-specific I downloaded Dragon Age II in the EA App, and that game was able to launch okay without trying to invoke the Epic Games app.

Things I've tried to fix the issue:

  • Uninstalling all locally installed games, rebooting, and reinstalling from scratch
  • Uninstalling the EA launcher app, rebooting, and reinstalling from scratch
  • Repairing installations for Sims 4 and the EA launcher app itself

Unfortunately, nothing has worked. So for over a month now the game and all the DLC for which I've paid have been completely inaccessible because of a bug in the new EA Launcher app. I've opened several tickets with EA Help, but they all get closed out right away after giving me boilerplate email responses that have nothing to do with my issue (e.g. "Has your device lost access to the internet while downloading/installing? If you're on a console, do you have the latest firmware downloaded and installed?)

  • EA_Solaire's avatar
    EA_Solaire
    2 years ago

    @WabiWasabi 

    It sounds like the live support team will need to look over your account details and game entitlements to see what's causing this for you- here on the forums we don't have access to your specific account details to check on this and investigate further.

    Please reach out to live support by submitting a help request on the site here- I'd also recommend attaching this AHQ conversation when you reach out there so the live support team does have something further to reference. If you have any issues reaching out to live support from the site, you can let me know! 

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