Re: [CURRENT ISSUE] Sims 4 DLC shows as installed, won't load in-game

@Missjennyfee  If you have the CAS Demo installed, please see this thread:

https://answers.ea.com/t5/Technical-Issues-PC/EA-App-claims-packs-are-installed-yet-they-are-not/td-p/12126024

Otherwise, please run searches for two or three of your missing packs.  Open a File Explorer window, click This PC in the left panel, and enter the folder name for one missing packs in the search field in the upper-right corner.  This is the full list of packs:

https://sims4.crinrict.com/eng/extras-2/available-packs-dlc/

For example, if you're looking for Seasons, you'd search for EP05 .  Wait for the search to finish, then make sure the full file path is showing under each result.  If it's not, expand the window sideways as necessary.  Take a screenshot using Windows key-shift-S and attach it to a reply here.  Then repeat for one or two more packs.

@puzzlezaddict Thanks for your reply.

In theory, I have the CAS Demo still installed, but it won't show in the EA App. Still, I removed the folder, but couldn't re-download it - there is no Demo in the app. Or do I install it somewhere else?

Also, I searched for some packs. Screenshots attached.

I live in Germany, so sorry for the German in the pictures.

@Missjennyfee  Thanks for the screenshots, and the German isn't a problem at all.  Your screenshots show that your missing packs are or were installed in two locations: the CAS Demo folder and what is probably the correct location, but please double-check.  Did you remove the demo after taking these screenshots?  The CAS Demo is or was here:

C:\Programme (x86)\Origin Games\The Sims 4 Create a Sim Demo

And it looks like Sims 4 is installed here:

C:\Programme\EA Games\The Sims 4

For the latter, please open the EA App game library, click Sims 4, select Manage > View properties, and verify that this is the location the App is reading.  For the demo, you can simply rename the folder itself, but please also delete the pack folders inside.

If the EA App shows a different location than what's listed above for Sims 4, please stop here and let me know.  Otherwise, once you've renamed the CAS Demo folder and deleted the packs inside, if you haven't already, clear the App's cache:

https://help.ea.com/en-us/help/faq/clear-cache-to-fix-problems-with-your-games/

and restart your computer, then repair the game again.  Then see whether the packs show up in-game.

The next step would be to delete the pack folders inside \EA Games\The Sims 4 as well as the ones inside \Installer\_DLC in both folders, clear the EA App's cache again, and redownload the packs, which you can do through Manage > Manage add-ons.

@puzzlezaddict thank you for the detailed explanation. That helped me a lot 🙂

And it works! I have to re-download each pack manually, but that's fine. All packs are in the game again and work.

Thanks for your help!

Can i please ask what cas demo is? I'm facing a similar issu rn and it makes me so damn anxious and stressed out. And i'm scared to delete the folders because what if won't be able to get my add ons back.

@hyunnie0205  The Sims 4 Create a Sim Demo was a trial, just of CAS (not live play), that used to be available through Origin.  It was retired when the base game became free since there was no longer any point of offering a more limited free demo.

The EA App sometimes installs packs into the CAS Demo folder rather than the proper Sims 4 folder, hence the problem.

I've merged your post, and the rest of the thread you posted in, into the master thread for this issue.  If you'd like more details or a visual guide, please see the first post on page one.

I have the same problem like one of the people in the comment section. I bought two new add ons yesterday (laundry day stuff and cats & dogs) but when i redeemed my codes and clicked on download it showed a different chart that said purchase, the price of the pack and the pack i already bought. I found it strange so i opened the game and went in to "my packs" and these two are there but when i click on them it says that i have to download them first and brindleton bay's world icon from cats & dogs is faded but it looks like i have it i just can't access it, i don't know what to do. I tried ea support chat twice as well and they told me that their team is already working on my issue but it's been more than 10 hours because i went to bed and now that i woke up i opened ea app and still nothing happened and i'm so concerned and nervous because it cost me quite a lot of money. they also told me that they had checked my account and my new add ons are there and are active.

i read all your advices but unfortunately i am not that good in english and it's leaving me confused. i hope my problem can be fixed

@hyunnie0205  Please run the search described here in the first post:

https://answers.ea.com/t5/Technical-Issues-PC/CURRENT-ISSUE-Sims-4-DLC-shows-as-installed-won-t-load-in-game/td-p/12416260#search

and post the results.  Cats & Dogs is EP04 , and Laundry Day is SP13 .

I found EP04 and SP13 in my pc, they're inside the delta folder. Do I now just take them and put them inside the sims 4 folder or...? I read the thread you recommended but i don't really understand it.

@hyunnie0205  No, don't touch the contents of the Delta folder.  (If you already have moved these folders, delete the ones you moved and repair the game, which will restore the originals.)  Delta contains data from patches, not the data for the packs themselves.

Did you only find one copy of each folder—the ones in Delta—and nothing anywhere else?  If so, that means that you haven't installed the packs you're looking for.  Please clear the EA App's cache:

https://help.ea.com/en-us/help/faq/clear-cache-to-fix-problems-with-your-games/

Then go into the EA App's game library, click Sims 4, and select Manage > Manage Add-ons, then find the packs on the list and see whether you can download them.  If not, let me know where you bought the codes for these packs.

Yes i only found one copy of my packs and that was in the delta and i didn't move them anywhere. I tried looking at the manage add ons but these ones aren't there, they're nowhere to be found except the delta folder. 

I bought them from tbgames.cz it's an eshop in my country that sells the codes and i bought 4 add ons before and everything went perfectly fine and they are in the game working normally.

I also tried clearing the cache and repairing the game but nothing helped.

@hyunnie0205  If the EA App doesn't recognize that you own these packs, that's the problem, not anything about where the packs download.  You'll need to contact EA customer support and ask what happened to your purchases.

https://help.ea.com/en/contact-us/

Take screenshots of your receipts or email confirmations or whatever you have that includes the product codes, and attach them when you submit the help request.

I would strongly recommend using the live chat option rather than email.  If you don't see it, change the location in your browser window to U.S. or U.K., or choose a slightly different category of issue.