Can't install SIMS 4

[CarrynW]

PLEASE HELP!!  I'm useless at these things and my son is begging for this game which I now bought.

But I can't install SIMS 4 and I've tried so many times.  Have also tried running Origin as an Administrator.

It's showing in my Origins Game Folder and it has the green tick as "complete".  When I click on it, it says install which I try to do but I get the following error message:

ERROR: The VC ++ runtime redistributable package was not installed successfully. Setup cannot continue (1638).

InstallLog.txt file attached.

[puzzlezaddict · Accepted solution]

@CarrynW  Did you specifically install the VC++ runtimes from 2010?  Error 1638 is usually related to those.  You can try uninstalling your current versions, if you have them, and then downloading new ones from Microsoft.

Hit Windows key-i, select Apps, scroll down to Microsoft Visual C++ 2010 Redistributables, click on both the x64 and x86 versions if you have them, and select Uninstall.  Then download and install new ones:

https://www.microsoft.com/en-us/download/details.aspx?id=8328

https://www.microsoft.com/en-us/download/details.aspx?id=13523

Even if your computer runs a 64-bit version of Windows, you still need both versions.

[EA_Kent]

Hi @CarrynW. 

It sounds like there might be some files missing from Windows that The SIms 4 needs in order to install. When you've got a chance I'd recommend downloading the Visual C++ Redistributable from Microsoft to see if that helps. It should be able to install those missing files that Origin is looking for. 

Let me know how it goes when you've got a chance. Thanks!

/Kent

[EA_Kent]

Hi @CarrynW. 

Were you able to try downloading the files that I mentioned yesterday? Are you still having any trouble installing The Sims 4? 

/Kent

[CarrynW]

@EA_Kent I downloaded the files but it didn't help. Still can't install Sims 4. Is there a way I can get a refund?

[EA_Kent]

@CarrynW

Thanks for giving it a shot! I'm sorry to hear that hasn't helped. 

If you'd like to request a refund check out the Refunds page over at the EA Help website. You can also speak with the EA Help team to see if they can help out with a refund as well. 

For more info on how to set up a case with them visit the EA Help site. If you prefer you can also speak with them via Facebook or Twitter as well. 

/Kent

[puzzlezaddict · Accepted solution]

@CarrynW  Did you specifically install the VC++ runtimes from 2010?  Error 1638 is usually related to those.  You can try uninstalling your current versions, if you have them, and then downloading new ones from Microsoft.

Hit Windows key-i, select Apps, scroll down to Microsoft Visual C++ 2010 Redistributables, click on both the x64 and x86 versions if you have them, and select Uninstall.  Then download and install new ones:

https://www.microsoft.com/en-us/download/details.aspx?id=8328

https://www.microsoft.com/en-us/download/details.aspx?id=13523

Even if your computer runs a 64-bit version of Windows, you still need both versions.

[CarrynW]

@puzzlezaddict It worked!!! Thank you soooo much - I have a very happy child