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crinrict's avatar
crinrict
Hero+
11 years ago

[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

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

2. Downloading and Installation issues

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

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

  • 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.
Spoiler
1. Go to linked Microsoft page.
2. Click red download button
3. Select vcredist_x86.exe and click next.
4. Double click the downloaded file from your browser downloads and proceed with the installation. 
5. Check the game again. If the issue persists, complete steps 1to 4 again, but this time choose vcredist_x64.

How to contact a game advisor

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

Spoiler
  1. https://help.ea.com/en/contact-us/ 
  2. Click on the orange NEXT button
  3. Select a platform
  4. Click on the orange NEXT button
  5. Select a topic and describe your problem in a few words
  6. Click on the orange NEXT button
  7. Click Chat Now to chat with a Game Advisor

In Details here: How to contact a Game Advisor using the new EA Help page

pc

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  • crinrict's avatar
    crinrict
    Hero+
    10 years ago

    Maybe ask the person that gifted if they still have the recipt ?

  • Anonymous's avatar
    Anonymous
    10 years ago

    Well, thank you for replying but I did call and ask.  They did not.  I had already said it was the correct game that she wanted which is what my mom-in-law was worried about.  When I saw it was the sims 4 pc game, I said Yes!  That's it!  But we went out of town for 2 weeks after Christmas and that's wny we are just now installing.  That is the reason for the delay.  I was going to just buy it and download it as she's heartbroken but I had no idea it was $60!  I don't want to pay that (which is why she put it on her Christmas list) and I'm NOT asking my mom-in-law to return/exchange.  Or repurchase.  She would have no idea what I was talking about.  And I don't want her to know that it was a defective game  -  she would be really upset.

    I'd even be willing to work with some sort of credit.  I don't want to break my kids heart but I'm just not going to buy a $60 computer game.  Not in my budget.

    I would like to know however, what are you doing about this issue?  I see that others have had the same problem or their code says it's already been used.  If someone is stealing codes and re-shrinkwrapping the games, that isn't the consumer's fault.  And, if I was to have a receipt and return it to the store - how do you know that the people in the returns department isn't one of your problems?  They could easily shrink wrap it and sell it on ebay.

    I downloaded Sims 3 from Origin, but letting my daughter put this on her list gave someone the ability to purchase it and gift wrap it and put it under the tree.  It never occured to me that there would be a problem and we would be essentially screwed out of $60.  I don't even understand the purpose of the code as we have the 2 discs, which are just basically garbage now?  That doesn't make sense to me!  Why do I need a code to download if it's on the disc!?  I'm trying not to throw a tantrum here but this is kind of like buying a car with no steering wheel.  You need one to work the other.  However, it says NOWHERE on the directions to install the game that I need to type in a code - did you notice that?  It's NOT mentioned.  WHY?

  • EA_Nils's avatar
    EA_Nils
    Icon for Community Admin rankCommunity Admin
    10 years ago

    @Averymom Heya,

    Unfortunately there isn't anything we can do to resolve this.

    There is no need to re-purchase, but please get in touch with your mother-in-law and find out which store the game was bought at and ideally get the receipt to go along with it. Then go and exchange the game at the store.

    Codes are unfortunately a requirement to protect our business from software piracy.

    Thank you for your understanding,

    Nils

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