SIMS 4 don't download

Rymdelefant  Before doing the following, go into Documents > Electronic Arts and rename the Sims 4 folder to something that doesn't include "Sims 4."  This folder contains saves and other user data, and renaming it will prevent the apps I'm listing from flagging it for deletion.

Please download Revo Uninstaller (the free version is fine) and see whether it can find Sims 4 on your computer.  If it can, let Revo uninstall it.  Either way, use Revo to uninstall the EA App, and choose the Intensive scanning method.

Restart your computer, reinstall the App, and try to install Sims 4 into a new folder that you create for this purpose.  The folder should be on the root level of the drive of your choice, for example C:\Games is fine, but not C:\Program Files\Games.

If this doesn't help, try using Piriform's CCleaner (the free version is fine as well) to clean out any leftover Sims 4 data.  This would include registry entries and other hidden files that may not have been removed when uninstalling the game, especially if Revo can't find it.  Then use Revo to uninstall the EA App again, restart again, and try to install Sims 4 into a new folder.

puzzlezaddict  Thanks for the input. 

I have tried everything you suggested; Revo, CCleander and changed folder to C:\Games. But the problem is still there.

I am using the latest EA app, and all other games in the library are possible to download except from SIMS4.

Rymdelefant  Please try the other suggestions here:

https://answers.ea.com/t5/Bug-Reports/Theres-a-problem-with-your-download-sims-3/m-p/13530973#M47889

I realize the thread is about Sims 3 and not 4, but the troubleshooting steps are the same.

@puzzleaddict Thanks for the suggetions. But I am still stuck. The same thing happens if use the same account on another PC. All other games are possible to run, except from SIMS4.

Sorry to hear this is still ongoing Rymdelefant.

There is an issue that sometimes appears after an older account merge, which may be what's affecting the account in this case.

The support team will need to help get this cleared up, so please reach back out so they can take a look at the account. I see you mentioned already reaching out without getting a response, though looking at each of the cases you've created they do mention resuming a case to speak with someone rather than opening a new, separate case.

Please head to your case history page here and resume the recent case so support can take another look here, thanks! 

Thanks EA_Mako and a good catch. We actually had an issue with a merge, but that is a few years back and the game was working fine until one of the DLC's got stucked. But I will suggest your idea to the support.

Hi again

After several month I am still stucked with SIMS4. 

I have tried all tips and tricks from the helpful forum members but without success. And there is something else I don't understand; I am following the routine to raise a case.

Almost immediately a I receive a mail asking if I still need help. And I answer yes.

Second mail is as about that a case number is created.

Third mail is from the support team asking about details that is already described in the case. I have entered the requested details and then got a reply that says " will do my best to adress your concern". Then comes a repetition of what the last support team member informed me about. Even if that didn't solve the issue.

Then totally silence follows, and even if I send a reminder there is still no reply. I don't understand if I communicate with an RPA or a real person. 

Is there a second level of support to connect to? Someone that actually cares and have knowledge?

BR/Lars

Rymdelefant  It sounds like you've been using the email option for help, whereas you'd likely have more success with the live chat option.  It doesn't show for all categories of issue, so you might need to look around a bit.  I found live chat just now by choosing Sims 4 > (see all) > "I need help loading my game."  The chat option is buried under some help articles.

Please set your location in the browser window to U.S. or U.K., as that will give you the best chance at finding the live chat option.