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WabiWasabi's avatar
WabiWasabi
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/u...
pc
  • 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! 

WabiWasabi's avatar
WabiWasabi
2 years ago

Thanks for the reply. I don't have Sims 4 installed from the Epic Games launcher; I actually don't have the Epic Games launcher installed at all. 

My accounts are properly linked, but really part of the problem here is that Sims 4 shouldn't have anything to do with the Epic Games store or launcher. If I were launching one of the EA games that I had purchased through the Epic store, like Jedi Fallen Order, then I'd expect that interaction. But Sims 4 licenses were acquired through Humble or directly from EA, so no idea why EA Launcher would think it needs to fire up Epic Games. The Origin launcher never had this problem.

There are no background apps blocking either launcher.

Thanks again.

EA_Solaire's avatar
EA_Solaire
Icon for Community Manager rankCommunity Manager
2 years ago

@WabiWasabi 

Where exactly did you purchase your version of Sims 4 and your DLC from, was it from the Epic launcher? 

  • WabiWasabi's avatar
    WabiWasabi
    2 years ago

    We bought the Sims 4 base game online through Origin. Some of the DLC was also purchased through Origin, and some was purchased through HumbleBundle but the license keys were activated through Origin.

    Like I said, I have no idea why the new EA Launcher thinks there's a relationship between the Sims 4 licenses we have and the Epic Games launcher. The only EA Games I'm aware of that we acquired through Epic Games were Star Wars titles (e.g., Jedi: Fallen Order).

    Is there any way to enable a debug log or figure out why the EA Launcher is trying to fire up the Epic Games launcher for this title? I haven't tried every single title in my library (that's a lot of GB to download!) but I did test out Dragon Age II and that worked OK.

    • EA_Solaire's avatar
      EA_Solaire
      Icon for Community Manager rankCommunity Manager
      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! 

      • WabiWasabi's avatar
        WabiWasabi
        2 years ago

        Thanks for your help. I have opened a ticket on this, but unfortunately it doesn't seem to be going anywhere. I only get nonsensical copypasta replies with missing fields and info, nothing to indicate a human actually read anything in the ticket (e.g., see below). I'll keep trying - really no choice, since until this is resolved I have no way of playing the game or accessing the content I've paid for.

        ----

        "I came to know that the concern is regarding Mansi. Please be assured I will provide you all the relevant information about the same. I hope you'd find these instructions helpful, but don't hesitate to contact us further if you need any assistance with EA Products. You can also find answers to common questions on our Help Center at http://help.ea.com, or ask our community experts by visiting Answer HQ at http://answers.ea.com. Follow EA Help on Twitter for more updates. https://twitter.com/EAHelp

        Thank you again for contacting EA Help!" 

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