[Info] Sims 4 - Download & Installation & Startup issues

Update 2015/01/27. This is now obsolete. New FAQ is here: http://answers.ea.com/t5/The-Sims-4/FAQ-Installation-Updating-and-Startup-Issues/td-p/4276949

If you have further issue, please search the forum for similar threads or make your own.

Thanks.

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Installation Instructions

• Installation from DVD
• Installation from Download (to follow)

Issues [credits to ceejay402 & EA team]

1. The game is still greyed out

First you need to check if your payment has gone through. Unless your order says fulfilled, you won't be able to download. If you have issues with your payment, you'll need to contact a game advisor. We can't help you here. We're users.

• Log out and back in
• If you are on a mac, make sure you install bootcamp and Windows. This game does not work for mac.
• Check on the Status of your order to see if it has processed. If it still says processing, make sure your credit card info is up-to-date
• Restart Origin
• Reinstall Origin
• Make sure Origin is online (click on the spoiler below to view an exemplary screenshot)
  
  Spoiler

  
• It's your pre-load time (click on the spoiler below to view an exemplary screenshot)
  
  Spoiler

  

• Make sure your order didn't get cancelled
• Option in Origin Beta

2. Downloading and Installation issues

If you're game isn't downloading, it can have several causes

• Servers are overloaded --> Try later
• Firewall and/or Antivirus are blocking the connection --> Add an exception for the Origin Client
• You have Proxies turned on --> Turn them off in your Internet settings.
• Reset your hosts file

3. Startup issues - General

1. Ensure that Antivirus or security software is not blocking the launch of the game
2. Run a Repair of the game client. To do this, right-click the game panel in Origin and choose the Repair option.
3. Make sure that you run Origin and the game as administrator
4. Check that you do not have any programs running that my cause conflict with Origin
5. If that still does not help, please run a Clean Boot as this will help with stopping any other programs from interfering
6. Update your drivers 
7. Try starting the game in Windowed mode

4. Startup Issues - Specific

•  VC++ error code 1603 => Follow the linked steps

• If the issue persists try these steps
  Spoiler

  1. Go to Windows Update
  2. Click Installed Updates
  3. Find Update KB2918614 in the list and uninstall it.
  4. Restart your computer.
  5. Run Sims 4 installation again.
  6. Play Sims 4
• If you are on Windows 8 or 8.1 and the steps aren't working, try them on an Admin account.
• Spoiler

  Go to Control Panel > Accounts > Create a New Microsoft Account.
  Check that this is an Admin account, then try the steps above again.

• "Invalid License.  Reason code = Missing DLL: [msvcp120.dll] Error: 0x7E" => Install vcredist_x86.exe from Microsoft. [Instructions in spoiler]

How to contact a game advisor

Game advisors can be found through live chat [click the spoiler for full instructions]