Load Error Code 800/801

Hello EA Support,

I am contacting you because I have been dealing with several persistent and seemingly connected problems with The Sims 4 on PC for approximately 2–3 weeks. I have already completed extensive troubleshooting, including a complete uninstall/reinstall, and the problems continue.

I would really appreciate it if this case could be reviewed beyond the standard troubleshooting steps because I have already repeated many of them without resolving the issue.

Main Problems

1. Error 801 / Error 808

I have repeatedly received Error 801, and I have also experienced Error 808.

The errors are associated with certain lots/worlds failing to load correctly. The issue is not limited to one specific household, family, or world.

Sometimes:

• A lot will not load into Build Mode.
• The game will remain on the loading screen for an extremely long time.
• Attempting to place or enter certain lots fails.
• A lot that should contain a building appears empty.
• Residential lots have been affected.
• Apartment-type/multi-unit buildings have also appeared empty or failed to work correctly.
• Evicting a household or attempting the lot without the household does not necessarily change the problem.
• The affected lots appear somewhat random rather than being isolated to one world.

At one point, I attempted to load/build on an affected lot and the game continued loading for several minutes without completing the action.

I have also tested different saves, including older saves and new-game/new-save testing. The behavior has not been reliably resolved by changing saves.

2. Gallery / My Library / Showcase Problem

I am also experiencing a very strange problem involving the Gallery, My Library, and my online Showcase/Profile.

Builds that I personally created and saved/uploaded can appear correctly in my online Showcase/Profile, but they do not necessarily appear in My Library inside the game.

For example, one of my own houses was clearly visible in my Showcase. I was able to see that the build existed online, but it was not appearing normally in My Library.

I was able to download a Showcase house back into My Library, but this led to another problem described below.

I have already done troubleshooting involving the Tray folder, so simply telling me to check the Tray folder again is unlikely to resolve this.

3. Game Incorrectly Says I Do Not Own Required Packs

This is one of the most confusing parts of the problem.

The EA App shows that my DLC/packs are installed.

Inside The Sims 4, the Pack Selection screen also shows my packs as active.

However, when using Gallery/Showcase content, the game has given me warnings indicating that content or packs are not installed / not owned, even though those packs are installed and active on my account.

This has even happened with a house that I created myself.

I uploaded/saved the house, could see it through my Showcase, downloaded it back into My Library, and then the game still gave me a contradictory “Content Not Installed” type warning.

When I attempted to place the house, it would not successfully place.

Because both the EA App and the game's Pack Selection screen recognize the packs, I am concerned there may be an entitlement, license synchronization, Gallery metadata, account synchronization, or installation-detection problem rather than the packs actually being missing.

Troubleshooting I Have Already Done

I have already tried extensive troubleshooting, including:

• Repairing The Sims 4 through the EA App.
• Completely uninstalling The Sims 4.
• Reinstalling the entire game.
• Checking that the game is installed on my Windows C: drive.
• Checking the EA Games / Electronic Arts installation folders.
• Confirming that The Sims 4 itself is installed.
• Confirming through the EA App that my DLC/packs are installed.
• Confirming through The Sims 4 Pack Selection that the packs are active.
• Removing/avoiding Mods and Custom Content for testing. The problem is not being caused by active mods.
• Deleting localthumbcache.package.
• Creating/testing with a completely fresh Sims 4 user folder.
• Testing a new game/new save.
• Testing older saves, including an older save from around May.
• Testing the issue with different households.
• Evicting households before attempting affected lots.
• Testing lots in different worlds.
• Troubleshooting the Tray folder/My Library files.
• Testing builds downloaded from my own Showcase.
• Testing a house that I personally created and uploaded.
• Checking available drive space. My PC has approximately 475 GB of storage with roughly 337 GB available when I checked, so lack of disk space does not appear to be the cause.
• Checking local Sims 4 files/folders after reinstalling.
• Reopening/restarting the game during troubleshooting.

A complete reinstall did not permanently resolve the issue.

Error/Desync Information

I have also had a Sims 4 desync/exception report associated with:

zone_manager.py:64

The report showed a build signature similar to:

Local.Unknown.Unknown.1.126.78.1020-1.300.000.246.Release

The desync occurred during zone initialization.

Considering that I am experiencing lots failing to load, lots appearing empty, and Error 801, I am concerned that the zone/lot loading issue may be related.

Important Details

This does not appear to be a simple problem with one corrupted lot or one household.

The combination of symptoms is what concerns me:

• Error 801/808
• Random lots failing to load
• Extremely long/infinite loading
• Buildings/lots sometimes appearing empty
• Builds appearing in Showcase but not correctly in My Library
• My own uploaded builds behaving incorrectly
• Gallery content claiming packs/content are missing
• EA App showing the packs installed
• The Sims 4 Pack Selection showing the packs active
• Builds refusing to place despite the required content appearing to be installed
• Problems continuing after repair and a complete uninstall/reinstall

I would specifically like EA to investigate whether there is an issue with:

1. My EA account's Sims 4 DLC/pack entitlements or license synchronization
2. Gallery/Showcase ownership metadata
3. Synchronization between Showcase/Profile content and My Library
4. The game's detection of installed packs
5. Zone/lot data associated with Error 801/808
6. The reason some lots/buildings are loading as empty or failing to initialize
7. Any known issue with the current Sims 4 PC build that could cause these symptoms

Please do not simply direct me to repair the game, delete localthumbcache.package, remove mods, create a new save, or reinstall the game unless there is a very specific reason to repeat one of those procedures. I have already completed those steps.

If possible, I would like this escalated to someone who can check my account entitlements, DLC licenses, Gallery/Showcase data, and the technical cause of the 801/808 zone-loading errors.

I can provide screenshots of the Gallery/Showcase issue, the incorrect content/pack warning, Error 801/808, my installed/active packs, and the exception/desync report if needed.

Thank you for reviewing the entire issue rather than treating each symptom separately. I believe these problems may be connected, and I would appreciate a technical review of the account/game data to determine what is actually failing.

Thank you.