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GrayStarks's avatar
GrayStarks
3 years ago
Solved

Sims 4 stuck on "Preparing" (EA App)

I've been attempting to install a fresh copy of The Sims 4 on my new PC via the EA Desktop app. Every time I try to do so, it gets stuck on "Preparing" for hours. 

I spoke with EA support and followed some troubleshooting instructions:

- Cleared cache using App recovery

- Restarted computer

- Re-installed EA app

None of the above seemed to fix the issue.

I also have this issue on my older computer where The Sims 4 has already been installed previously using Origin. When I try to install new DLC for the Sims 4, the download gets stuck on Preparing. However, on that computer, if I close the EA app while the download is stuck and then open Origin, Origin seems to finish the download (despite me not being able to do anything on that app). 

The above fix only seems to work for a machine where the game is already installed. It does not work on my new PC where I'm trying to install the game and its DLC from scratch.

Also note that I tried just installing the base game first on the new PC. It still gets stuck on "Preparing".

A prompt fix for this issue would be most appreciated. And please let me know if there is a temporary workaround until the issue is fixed so I can start playing the game on the new PC.

Thanks!

pc
  • puzzlezaddict's avatar
    puzzlezaddict
    2 years ago

    @GrayStarks  This is kind of a shot in the dark, but can you copy the files from your old PC to the new one, then tell the EA App to download?  In some cases, the App will simply finalize the install process rather than downloading anything.  Whether this works probably depends on where in the process the App is getting stuck, which I can't tell from here.  I'd suggest uninstalling the App with Revo Uninstaller (the free version is fine) and restarting your computer before reinstalling it just to be thorough.

    If that doesn't help, my other suggestion would be to use Revo to uninstall the EA App (again), have Revo look for any Sims 4 content and remove that too, create a new admin Windows account, and install the App and Sims 4 in that account.  In that case, please create a new folder on the root level of the drive of your choice into which you'll install Sims 4.  For example, C:\Games is fine, but not C:\Program Files\Games.

    If that doesn't help either, please run a dxdiag and attach it to a post.

    https://help.ea.com/en-us/help/pc/how-to-gather-dxdiag-information/

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  • puzzlezaddict's avatar
    puzzlezaddict
    Hero+
    3 years ago

    @GrayStarks  What antivirus do you use, and have you tried disabling it before starting the install process?  Have you tried changing the location for the install?  If not, please do so: create a new folder on the root level of the drive of your choice, for example C:\Games (but not C:\Program Files\Games), and try downloading there.

    Since you have multiple affected computers, it's also worth testing a different internet connection if you can, for example if your new PC has wifi, you could set your phone as a mobile hotspot.  (Make sure it's using data, not your home network.)  I doubt you'd want to install the entire game over your hotspot, but at the very least, you'd find out whether the problem was the network and could proceed from there.

  • GrayStarks's avatar
    GrayStarks
    3 years ago

    Hi there,

    - I don't use a third-party antivirus (just Windows Defender).

    - I did try to install the game in non-default locations. Same issue still.

    - I'm not able to attempt installing it on another network as my data plan is extremely limited. (But that's beside the point, as I shouldn't have to do this anyway.)

  • puzzlezaddict's avatar
    puzzlezaddict
    Hero+
    3 years ago

    @GrayStarks  I was actually thinking you could try another network and pause the download if it did actually start.  If your data plan is too limited even for that, and you don't have a laptop to test with, then that's out, but if you do have a way of testing, please try it and let me know how it goes.  And of course you shouldn't have to download using your phone data or another alternative network, but it's a useful diagnostic step.

  • GrayStarks's avatar
    GrayStarks
    2 years ago

    Sadly, that's not an option either since the PC I'm trying to download the game on is not a laptop.

  • puzzlezaddict's avatar
    puzzlezaddict
    Hero+
    2 years ago

    @GrayStarks  This is kind of a shot in the dark, but can you copy the files from your old PC to the new one, then tell the EA App to download?  In some cases, the App will simply finalize the install process rather than downloading anything.  Whether this works probably depends on where in the process the App is getting stuck, which I can't tell from here.  I'd suggest uninstalling the App with Revo Uninstaller (the free version is fine) and restarting your computer before reinstalling it just to be thorough.

    If that doesn't help, my other suggestion would be to use Revo to uninstall the EA App (again), have Revo look for any Sims 4 content and remove that too, create a new admin Windows account, and install the App and Sims 4 in that account.  In that case, please create a new folder on the root level of the drive of your choice into which you'll install Sims 4.  For example, C:\Games is fine, but not C:\Program Files\Games.

    If that doesn't help either, please run a dxdiag and attach it to a post.

    https://help.ea.com/en-us/help/pc/how-to-gather-dxdiag-information/

  • Shalarean's avatar
    Shalarean
    Rising Rookie
    2 years ago

    I have been struggling with this a lot lately and when I did a general search, I found an answer on Reddit that fixed it for me. Here is the link: https://www.reddit.com/r/EAApp/comments/12kcvwy/guide_fixing_infinite_preparing_download/?rdt=34685

    If you don't want to follow the link, here is the info from it.

    *********

    [Guide] Fixing infinite "preparing" download

    1. Close the app (taskbar > exit)

    2. Task Manager > Processes > End Task: EA Background Service (HARD REQUIREMENT)

    3. Run (Windows key + R) > %ProgramData%\EA Desktop > Delete everything

    4. Run (Windows key + R) > %AppData% > Up one level from "Roaming" > Local > Delete anything EA related / Electronic Arts

    5. Run EA App as Administrator

    The real culprit seems to be files in the Log folder in ProgramData, which requires the EA Background service process to be killed in order to delete.

    I also recommend only downloading the base game first, just in-case.

    *********

    Happy Gaming!

  • verniixa's avatar
    verniixa
    7 months ago

    Hey I just had this issue, I know you don't have this issue anymore but incase someone new has it.. I opened the "EAappinstaller" (app you use to install EA) and it opens and gives me two options "download" and "repair". I clicked repair, and it took 1 minute. It re-opened ea and my problem was gone. I know that this is probably a feature that didn't exist when you had this issue but I am happy it exists now 🙂

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