Forum Discussion

2 years ago

Solved

Sims 4 stuck on preparing when downloading

Hello,

I had the Sims 4 downloaded on my laptop but when I installed an update it got stuck on preparing. So I uninstalled my sims game and tried to reinstall it. Now I can't get it back on as it just keeps saying preparing. I have cleared the cache files on the app, removed and reinstalled the games and the app. Removed al files left on my PC. none of it worked so I reset my whole laptop and it is still saying preparing.

EA_Solaire
2 years ago
Hi there @Jeshica,

It sounds like there may be some issues with your game entitlements on your account that the live support team will need to look into with you- here on the forums we wouldn't have access to your account to investigate into this further with you.

Please get in touch with live support by submitting a help request on the site here- if you run into any issues contacting the team there, you can let me know!

7 Replies

Jeshica
2 years ago
My sims 4 is stuck on preparing too. tried everything!!##
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Jeshica
2 years ago
All my other games will install it is just the sims 4
EA_Solaire
Community Manager
2 years ago
Hi there @Jeshica,

It sounds like there may be some issues with your game entitlements on your account that the live support team will need to look into with you- here on the forums we wouldn't have access to your account to investigate into this further with you.

Please get in touch with live support by submitting a help request on the site here- if you run into any issues contacting the team there, you can let me know!
Jeshica
2 years ago
Thanks, I have already opened a case about it on the 14th and I am waiting on a response
Jeshica
2 years ago
They marked my case as fixed even though I am still having the same issue
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EA_Solaire
Community Manager
2 years ago
@Jeshica

Are you contacting in through email? Please try opening a live chat case on this issue instead- if you don't see a live chat option on the help site, try changing the country at the top right corner of the site to UK or US, and try changing the topic/issue options until you see a live chat option.
alylyn123
2 years ago
I am having the same problem with the university pack. I emailed EA twice and no email back and they marked it as "fixed" This is the WORST company ever!! I'm VERY upset they do not care about helping us!!!