Re: DLC download error

Hi folks,

Thank you for your reports. We're on the case! 😉It would help to have more information to work with. If you're running into this issue, could you please copy the template below into your reply and fill out the answers? Please also include an Error Report ID in your reply. 🙂The EA Error Reporter helps us diagnose and troubleshoot issues with your games or the EA app and so would be great to have to review too. 

• Platform? If PC, What client? (EA App/Steam, etc):
• Error Report Attached: Y/N. Use this guide to gather the Error Report and this guide to attach it to your AHQ post. 
• Describe what is happening for you?
• What expansion, game pack or stuff pack do you have this issue with? 
• When did this start happening for you? 
• What steps can we take to find the bug ourselves?  .
• What do you expect to see?
• What troubleshooting have you tried already?
• What is your current game version number? Here's how to find the game version
• Do you play TS4 through EA Play / EA Pro Sub? Is your Sub active?
• Can you see a completed purchase in your Order History for the EP/GP/SP? For the EA app, you can confirm this by checking the status in your Order History by your purchase.

Please feel free to include a visual of what you're seeing too if you can.

Edit to add: If attaching images please make sure to block out any private or personal information like email addresses, invoice numbers, game codes, card numbers, etc. Protect your information. ❤️

Thank you kindly, 

- EA_Lanna

@EA_Lanna
Platform? PC, EA APP
Error Report Attached: 509d3e3a-e53c-49ad-9cad-5413dbd98bd4
Describe what is happening for you? I bought Kits and one of them is still marked as unbought. I have the receipt and in the Game it says I own it but because it says that I only can buy it in the library I have no way to install it and play with it.
What expansion, game pack or stuff pack do you have this issue with? The new Book Noook Kit
When did this start happening for you? When I bought it yesterday afternoon-
What steps can we take to find the bug ourselves? I have no idea.. I can show you pictures
What do you expect to see? The bought Kit and an installation possibility
What troubleshooting have you tried already? Reinstalled EA and Sims 2 times, cleared the chache 3 - 4 times, logged out and in several times, restarted my pc several times, repaired the game and the ea app, posted a case with the support, waited for hours
What is your current game version number? 1.98.127.1030
Do you play TS4 through EA Play / EA Pro Sub? Is your Sub active? No I bought it when it came out. I don´t have a Sub.

Here are my answers to the questions:

• Platform? If PC, What client? PC. EA App.
• Error Report Attached: ce0e3487-5b25-425f-9a0e-bb0830271c8 (Screenshot attached too)
• Describe what is happening for you? Purchased the Book Nook kit yesterday and had a confirmation email (attached) but the add-on is not appearing in the manage add-on lists and the only option the EA app gives is to "Purchase" the product again. When the game is launched, it thinks the kit has been downloaded already. The content is not in-game.
• What expansion, game pack or stuff pack do you have this issue with? Book Nook Kit
• When did this start happening for you? Yesterday (June 2nd)
• What steps can we take to find the bug ourselves? Purchase the kit(?)
• What do you expect to see? To be able to download the kit I paid for.
• What troubleshooting have you tried already? Everything suggested in this thread and everything I can think of - clearing the cache, restarting the app, restarting my computer, signing in and out of the app, launching the game, repairing the game etc.
• What is your current game version number?Version 1.98.127.1030
• Do you play TS4 through EA Play / EA Pro Sub? Is your Sub active? No
• Can you see a completed purchase in your Order History for the EP/GP/SP? Yes 

(CM: Edited to remove attachment displaying Invoice number. Keep it secret, keep it safe 🧙)

Here my answer: 

• Platform? PC – ea app
• Error Report Attached: 509d3e3a-e53c-49ad-9cad-5413dbd98bd4
• Describe what is happening for you?I bought three KITS. One of them is not available for me. In Game it says I own the pack. I have a receipt that I bought the game. BUT – when I go to the library to install it I only have the option to buy it. No installing, no in library
• What expansion, game pack or stuff pack do you have this issue with? The book nook Kit
• When did this start happening for you?  When I bought it yesterday afternoon (Germany Time)
• What steps can we take to find the bug ourselves?   I don´t know how to answer this because everything I tried didn´t work
• What do you expect to see? To be able to download and install the Kit I bought
• What troubleshooting have you tried already? I tried everything possible – Deleting all my sims folders, uninstalling and installing the ea app, sims 4; emptying the cache, repairing the game and the app, restarting the app, restarting my pc, logging out and in, opening a case with the support (which gets ignored)
• What is your current game version number?  version 1.98.127.1030
• Do you play TS4 through EA Play / EA Pro Sub? Is your Sub active? no
• Can you see a completed purchase in your Order History for the EP/GP/SP? yes. picture is in the attachment

• Platform? PC EA app
• Error Report Attached: my error id is 0ebb05c5-54f1-44e4-9e77-35bbe050a8f0
• Describe what is happening for you My high school years sims pack is stuck on 14% says download error and wont download.
• What expansion, game pack or stuff pack do you have this issue with? High school years 
• When did this start happening for you? 2/6/23 the day i bought it
• What steps can we take to find the bug ourselves?  .
• What do you expect to see? i expect to see the pack download properly
• What troubleshooting have you tried already?
• What is your current game version number?the newest version on the EA app Which i updated the same day i bought the pack
• Do you play TS4 through EA Play / EA Pro Sub? Is your Sub active? No
• Can you see a completed purchase in your Order History for the EP/GP/SP? For the EA app, you can confirm this by checking the status in your Order History by your purchase. Yes

(CM: Edited to remove formatting to improve readability) 

(CM: Edited again to include Error ID supplied) 

Thanks @pollymaloney and @0_Yeah for gathering those so quickly. 

@graciethemonkey, please use this guide to gather the Error Report and this guide to attach it to your AHQ post above. 

Hai! 
I just downloaded the ea app on my laptop for the first time and for some reason the kit showed up in my library there.. so I installed it there, then logged off there and on on my pc again and now it also shows up in my pc.. very weird but I finally have the packs! 

No problem @EA_Lanna .Do you have any updates/suggestions for a fix? The issue is still there for me. Thank you for your help.

• Platform? If PC, What client? EA App
• Error Report Attached: 07a554f8-0026-43ae-8c99-fa55c8abd608
• Describe what is happening for you? I bought The Sims4 High School Years . but is not available for me. In Game it says I own the pack. I have a receipt that I bought the game. BUT – when I go to the library to install it I only have the option to buy it. No installing, no in library
• What expansion, game pack or stuff pack do you have this issue with? The Sims4 High School Years
• When did this start happening for you? Yesterday
• What steps can we take to find the bug ourselves?  .I don´t know
• What do you expect to see?  To be able to download and install the Kit I bought
• What troubleshooting have you tried already? I tried everything possible
• What is your current game version number? 1.98.127.1030
• Do you play TS4 through EA Play / EA Pro Sub? Is your Sub active?
• Can you see a completed purchase in your Order History for the EP/GP/SP? 

Just to let @EA_Lanna  (and everyone else in the thread) know that I employed the tactic used by @0_Yeah of signing into my account on a different device. When I logged back in on my PC, the kit was there available to download. Might be an issue with the "clear cache" function in the app not working properly (according to my more tech savvy partner). 

Aw I am glad it worked for you too! 

• Platform? If PC, What client? EA App (PC)
• Error Report Attached: No
• Describe what is happening for you? I installed the game and every pack I own onto my computer. Every pack and the game itself was able to download just fine except the High School Years expansion pack, Toddler stuff pack, and the Everyday Clutter kit. Each of those always shows up with a message saying that there is a download error. The message always pops up at 14% downloaded.
• What expansion, game pack or stuff pack do you have this issue with? High School Years expansion pack, Toddler stuff pack, Everyday Clutter kit
• When did this start happening for you? Today (6/3/2023)
• What steps can we take to find the bug ourselves? I have no idea
• What do you expect to see? The ability to download and play packs
• What troubleshooting have you tried already? Repairing the game, restarting the EA app, restarting my computer, logging out of and back into the EA app, clearing the cache of the EA app, making sure the download destination is correct, making sure I'm properly connected to Wi-Fi, and running the EA app as administrator.
• What is your current game version number? Version 1.98.127.1030
• Do you play TS4 through EA Play / EA Pro Sub? Is your Sub active? No
• Can you see a completed purchase in your Order History for the EP/GP/SP? Yes

• Platform? If PC, What client?   EA App
•  
• Error Report Attached: Y/N. No, none generated.
•  
• Describe what is happening for you? A lot, Started with a failed upload to the new Gallery. Tried to repair game, Came to Certain Expansions and would say "Download Error" we are sorry please try again later (no error code given), would not Fix game, Cleared EA App Cashe as advised, Same issue, Uninstalled game; tried again... same failure. Uninstalled what there was and removed all directories to the game, uninstalled EA App reinstalled app, tried reinstall of game. Failed. Tried 3 more times for some reason it worked (I think) and installed but after 11 hours of trying to Repair or install the game instead of playing I loaded in the game looked at installed items and logged out again.
•  
• What expansion, game pack or stuff pack do you have this issue with? The focused on these as far as I could tell Always: Modern Men's Fashion, High School and sometimes Basement clutter or one of the Kits would fail.
•  
• When did this start happening for you? 6/1/2023  Morning time US CST
•  
• What steps can we take to find the bug ourselves? Since I don't know what caused it or why it finally installed I cannot say.
•  
• What do you expect to see? The game to function when needed to have repair function or as a last resort at least to install fresh without having to take 11 hours of attempts. Too Much?
•  
• What troubleshooting have you tried already? Game Repair; App Repair/ Game repair; Uninstall/reinstall Game, Uninstall App and Game then attempt reinstall; Uninstalled Game cleared app cashe again manually deleted all directories associated to the game (Found by Google) attempted reinstallation... Failed. Screamed at it cried and Tried 3 more times... Last time "Something worked" nothing I did was different... It was late/early I fell asleep.
•  
• What is your current game version number? Started with the current patch but this affected the base game install from clean installation.
•  
• Do you play TS4 through EA Play / EA Pro Sub? Is your Sub active? Idk what those are so No.
•  
• Can you see a completed purchase in your Order History for the EP/GP/SP? All items purchased show in the List EXCEPT THE "DELUX UPGRADE" I Purchased that along with the rest of the games entire library within 2 weeks I own every item in the library except "Growing Together". The "Deluxe Upgrade" does not show in the List of Purchased add-ons but DOES show as a Purchase of $9.99 4 days ago. Content from this packs (Night Life) is not showing in game and there is no installation button to add the DLC manually. Addionally, the game "Version" still says "Standard" not "Deluxe Upgrade"

• Platform? If PC, What client? (EA App/Steam, etc): Mac, Origin
  
• Error Report Attached: Origin error reporter report ID is 175c39d7a007e54e
• Describe what is happening for you? I tried to repair the game and the downloads of several packs failed. The game now tries to repair from the start every time I launch Origin and the downloads have failed several times now. I then tried to reinstall the game and some of the packs did not install. I have seen a couple of different errors, one that "download failed", or that "the network is having problems. The download server is not responding. Please give it a few moments and try again. If the problem persists, please contact Origin Help." I have also seen "We have encountered a problem. An unexpected error has occurred. Please try again in a few moments. Error: 196620:206".
• What expansion, game pack or stuff pack do you have this issue with? EP: Growing Together, Get Together; SP: Vintage Glamour, My First Pets Stuff, Luxury Party Stuff, Perfect Patio; Kits: Blooming Rooms; Courtyard Oasis; Incheon Arrivals; Little Campers;
  
• When did this start happening for you? June 1
  
• What steps can we take to find the bug ourselves? Attempt to repair Sims 4, or attempt to install the impacted packs.
• What do you expect to see? The packs to download.
  
• What troubleshooting have you tried already? Reinstalling Origin; resetting Origin; clearing the download cache; creating a new admin account on my computer and trying to download on that account; uninstalling the Sims and deleting the Sims 4 documents folder; flushing my dns; changing firewall settings; connecting to a different network. None of these worked.
• What is your current game version number? 1.98.127.1230
• Do you play TS4 through EA Play / EA Pro Sub? Is your Sub active? No, I own the game and packs outright
  
• Can you see a completed purchase in your Order History for the EP/GP/SP? Yes, I can

I'm aware that this is a PC thread, but this seems like the exact same issue I am having!

Platform? If PC, What client? (EA App
Error Report Attached: Y
Describe what is happening for you? Unable to download add on
What expansion, game pack or stuff pack do you have this issue with? High School Years 
When did this start happening for you? yesterday June 2,2023
What steps can we take to find the bug ourselves?. no sure I've tried evrything
What do you expect to see? the game downloaded 
What troubleshooting have you tried already? yes many times 
What is your current game version number? 4 
Do you play TS4 through EA Play 
Can you see a completed purchase in your Order History for the EP/GP/SP? purchase is showing complete. 

• Platform? If PC, What client? (EA App/Steam, etc): EA App
• Error Report Attached: Y.  69b69239-54d3-415e-b192-00dc0e00c8c7
• Describe what is happening for you? 

  The Sims 4 High School Years won't download - gets to 14% calculating time and then says download error and to try again in a few minutes. This has been happening since yesterday, I have cleared cache, uninstalled and reinstalled the EA App and clicked repair game and repairs for all my packs have downloaded but the issue persists.

• What expansion, game pack or stuff pack do you have this issue with? The Sims 4 High School Years
• When did this start happening for you? Yesterday after purchasing the pack
• What steps can we take to find the bug ourselves?  Fix the download issue so I can download the game
• What do you expect to see? The game downloading successfully
• What troubleshooting have you tried already? Waited over 24 hours, cleared cache, unistalled and reinstalled the EA App, repaired The Sims 4 and all my packs, and cancelled and restarted the download many times.
• What is your current game version number? 1.98.127.1030
• Do you play TS4 through EA Play / EA Pro Sub? Is your Sub active? No
• Can you see a completed purchase in your Order History for the EP/GP/SP? Yes

• Platform? If PC, What client? ea app
• Error Report Attached: d3de857b-5a42-4d6b-b56a-afd97e33ce63
• Describe what is happening for you? i tried downloading high school years and it was stuck at preparing at 14% and then it showed a download error
• What expansion, game pack or stuff pack do you have this issue with? high school years
• When did this start happening for you? yesterday
• What steps can we take to find the bug ourselves? try downloading high school years
• What do you expect to see? high school years to download and not have a download error pop-up
• What troubleshooting have you tried already? cleared cache, restarted my computer, run as administrator
• What is your current game version number? 1.97.62.1020
• Do you play TS4 through EA Play / EA Pro Sub? Is your Sub active? no
• Can you see a completed purchase in your Order History for the EP/GP/SP? yes

• Platform? If PC, What client? (EA App/Steam, etc): PC
• Error Report Attached: 06d00ab1-4488-4c25-8d03-9cc6e1147d2f
• Describe what is happening for you?: The Sims 4 High School Years is stuck on preparing 14% and won't download
• What expansion, game pack or stuff pack do you have this issue with? High School Years
• When did this start happening for you? Today
• What steps can we take to find the bug ourselves?  I don't know
• What do you expect to see? A solution to my problem
• What troubleshooting have you tried already?.I already uninstalled and re-installed the ea app, made it as administrator and changed a couple of settings as was adviced on your help page but nothing happened. 
• What is your current game version number? I don't know
• Do you play TS4 through EA Play / EA Pro Sub? Is your Sub active? EA App
• Can you see a completed purchase in your Order History for the EP/GP/SP? Yes