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[Info] Sims 4 - Download & Installation & Startup issues

by crinrict
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[Info] Sims 4 - Download & Installation & Startup issues

[ Edited ]
Hero

Update 2015/01/27. This is now obsolete. New FAQ is here: http://answers.ea.com/t5/The-Sims-4/FAQ-Installation-Updating-and-Startup-Issues/td-p/4276949

 

If you have further issue, please search the forum for similar threads or make your own.

 

Thanks.

 

---------------------------------------

 

Installation Instructions

 

Issues [credits to ceejay402 & EA team]


1. The game is still greyed out

 

First you need to check if your payment has gone through. Unless your order says fulfilled, you won't be able to download. If you have issues with your payment, you'll need to contact a game advisor. We can't help you here. We're users.

 

  • Log out and back in
  • If you are on a mac, make sure you install bootcamp and Windows. This game does not work for mac.
  • Check on the Status of your order to see if it has processed. If it still says processing, make sure your credit card info is up-to-date
  • Restart Origin
  • Reinstall Origin
  • Make sure Origin is online (click on the spoiler below to view an exemplary screenshot)
    Spoiler
    OriginOnline.png
  • It's your pre-load time (click on the spoiler below to view an exemplary screenshot)
    Spoiler
    PreloadTimeYes.png

2. Downloading and Installation issues

 

If you're game isn't downloading, it can have several causes

 


3. Startup issues - General

 

  1. Ensure that Antivirus or security software is not blocking the launch of the game
  2. Run a Repair of the game client. To do this, right-click the game panel in Origin and choose the Repair option.
  3. Make sure that you run Origin and the game as administrator
  4. Check that you do not have any programs running that my cause conflict with Origin
  5. If that still does not help, please run a Clean Boot as this will help with stopping any other programs from interfering
  6. Update your drivers 
  7. Try starting the game in Windowed mode

4. Startup Issues - Specific

  • If the issue persists try these steps
    Spoiler
    1. Go to Windows Update
    2. Click Installed Updates
    3. Find Update KB2918614 in the list and uninstall it.
    4. Restart your computer.
    5. Run Sims 4 installation again.
    6. Play Sims 4
  • If you are on Windows 8 or 8.1 and the steps aren't working, try them on an Admin account.
  • Spoiler
    Go to Control Panel > Accounts > Create a New Microsoft Account.
    Check that this is an Admin account, then try the steps above again.
Spoiler
1. Go to linked Microsoft page.
2. Click red download button
3. Select vcredist_x86.exe and click next.
4. Double click the downloaded file from your browser downloads and proceed with the installation. 
5. Check the game again. If the issue persists, complete steps 1to 4 again, but this time choose vcredist_x64.

How to contact a game advisor

 

Game advisors can be found through live chat [click the spoiler for full instructions] 

Spoiler

 

  1. https://help.ea.com/en/contact-us/ 
  2. Click on the orange NEXT button
  3. Select a platform
  4. Click on the orange NEXT button
  5. Select a topic and describe your problem in a few words
  6. Click on the orange NEXT button
  7. Click Chat Now to chat with a Game Advisor

In Details here: How to contact a Game Advisor using the new EA Help page

 

Happy Gaming
Crin


Trennlinie


I don't work or have any association with EA. I give advice to the best of my knowledge and cannot be held responsible for any damage done to your computer/game.

Please only contact me via PM when asked to do so.


Important Threads


Message 22 of 305 (99,765 Views)
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The Sims 4 - Preload

★★ Newbie

my game will not preload it says preload on Aug 29 at 10 am and it is 12pm on Aug 29

Message 1 of 305 (99,716 Views)
0
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Re: The Sims 4 - Preload

Community Manager

The pre-load starts at 1 PM eastern time.

Message 2 of 305 (99,712 Views)
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Re: The Sims 4 - Preload

★★ Newbie

thanks


@EA_Aljo wrote:

The pre-load starts at 1 PM eastern time.


thanks

Message 3 of 305 (99,702 Views)
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The Sims 4 - Preload unavaliable

★ Novice

Hello,

 

The time shown for the preload is 30 minutes ago, but Origin doesn't show mw the option. Is there something wrong?

 

Thanks in advance!

Message 4 of 305 (99,676 Views)
0
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Re: The Sims 4 - Preload

★★ Novice

Diffrent user, but I still can not preload my game.

Message 5 of 305 (99,691 Views)
0
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The Sims 4 Preload - Having trouble finding space.

★★ Newbie

 

I was trying to preload Sims 4 when an error came up saying I needed to make more space for it. I've deleted all of my not needed documents and such, but it made little difference.  How do I make more space for the download?

Message 6 of 305 (99,543 Views)
0
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Re: The Sims 4 - Preload unavaliable

★★ Newbie

The same thing is going on with me. I know we wont be able to play it anyways but I still wanted to download it.

Message 7 of 305 (99,667 Views)
0
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Re: The Sims 4 - Preload

★★ Newbie

Its about an hour past 1 and i still can't preload.

Message 8 of 305 (99,688 Views)
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Re: The Sims 4 - Preload

★★★ Novice

My Sims 4 deluxe edition is also not preloading and has no option to preload it. I was suppose to preload at 1:00 pm it is know 2:00pmConfusedmileymad:

Message 9 of 305 (99,681 Views)
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