Re: I Purchased Growing Together. It doesn't download. Can I get my money back?

Thanks! When I open the download manager I  see a blue button.  When I click on the button it turns black with a white outline, but nothing downloads. Clicking on it again removes the white outline, but nothing else happens.  I've had four different EA folks tell me they were going to help me, offer several unhelpful suggestions, but never answer any of my questions when I  replied to their emails.  I've purchased and downloaded over 40 things using the Origin app without any problem, but my first purchase with the EA app fails to download and no one from EA seems to care. Disappointing to say the least.

@SamJacksonJr  Please go to ea.com, sign in, open your account settings, then Order History, and let me know whether the purchase of Growing Together says completed, pending, or failed.

I can also ask someone from EA to look at this thread, but with the holiday weekend in the U.S., it might take a few days to get a reply.

My order says "Completed".  I've searched the help files extensively, and that was one of the things I learned about.  Also, my credit card was charged.

I've now followed directions for removing the EA app completely, wiping out all references to it in the Windows registry, and re-installing it.  That accomplished nothing, same problem.  If it isn't the app, then I've got something wrong in my setup, but none of the EA Help folks have suggested that, or given any guidance on what to look at.  I found the place where you set the directory to put the downloaded files, and corrected it, since it was set to a non-existent directory, but that had no effect, the problem remains.  I spent some time yesterday checking on my system virus scanner (Avast), and in fact tried downloading the pack with it turned off, but that did not help.  I found the log files, and spent a lot of time reading them, but despite seeing some warnings, I couldn't find anything that seemed to refer to a download difficulty. I found a file called "machine.ini" that had the wrong download directory in it, but I don't know if it is being used by the EA app, or if it's a relic from the Origin app.  I haven't seen anything in the Help files about the proper directory structures, and I'd guess that the EA app is smart enough to use the ones that you are using, but perhaps not?

If anyone has any ideas on what to try next, I'd appreciate it.

I've now found a bug report from a person who is having the same problem as I am.  I found it in the EA help files, which I had not seen until just now.

Short version: I followed @puzzlezaddict instructions in post #9 and it fixed my kit download problem. Yay!

Longer version: Today I purchased the Desert Deluxe kit and even though the transaction went through (confirmation in my EA account) the EA app showed the kit as unowned and there was no way for me to download it. I did see in the game main menu it said I owned the kit however none of the content was in my game.

Unknown whether HSY was related to my issue, but I purchased it a couple of weeks ago during the sale. I had no problems downloading it or the other kits I bought until today when I couldn't download Desert Luxe. 

Even though I had no problems with HSY download and have been able to play the EP I noticed in the Gallery where the packs used are listed for builds and Sims, the icon for HSY said I didn't own it. Don't know if that meant anything and haven't checked yet to see if that has changed since the fix, but thought worth mentioning.

I followed Puzzleaddict's instructions and reinstalled Origin after making sure everything EA was closed in Task Manager. Origin immediately started to download *all* my content and within a minute it crashed (and with it my hopes and dreams). I took a breath, opened it up again and the downloads went one after another. Took a while for the download manager to go through my content for both Sims4 and Sims3 but I let it do its thing. Eventually I saw Desert Luxe download and thought all was right with the world.  After Origin finished I uninstalled it and restarted my computer.

I opened the EA app and guess what? Desert Luxe kit still listed as unowned... I wanted to give up but instead opened up my game and saw right away the message for new content. Desert Luxe was loaded into my game! Success at last (mostly).

Thanks to Puzzleaddict for the fix. No thanks to EA for their less than stellar app. I never had a problem with Origin but the EA app has had a number of problems for me. 

YES!!!  Downloading the old Origin app did it for me.  I see a couple of others had similar good luck.

I was careful to not touch the EA app after rebooting the machine, then I downloaded the Origin software.  I did the usual install and sat back and watched as Origin stepped through all the Expansion packs, Game packs and, Stuff packs that I own, all 45 of them.  While I was watching, it found the "Growing Together" pack and installed it.  I checked the directory where the packs are kept and sure enough, the EP13 folder appeared, dated today.  I closed Origin and tried the game.  It was now aware of the new content, and asked to restart, so I did.  The new world is there and all the other stuff seems to be there.  The EA Add-on Manager shows that I have "Growing Together" installed.

@Puzzleaddict has made our day.  Thanks again very much.  I'm very glad I don't have to fight them for my money back.