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PLEASE HELP!! EA SUPPORT COULDN'T HELP. ANY PROFESSIONALS OUT THERE THAT CAN FIX THIS ISSUE? PLEASE READ TRANSCRIPT DISCUSSION FOR DETAILS ON THE ISSUE. THANK YOU KINDLY!
Kapil (3/21/2021, 2:42:52 PM): Thank you for contacting EA HELP, my
name is Kapil, may I start with your first name please?
Rae (3/21/2021, 2:43:01 PM): Rachael
Kapil (3/21/2021, 2:43:37 PM): Hello, Rachael nice to meet you. Hope
you are doing well today.
Rae (3/21/2021, 2:44:38 PM): Hi , im having an issue running the sims
3. I installed all my old Sims 3 packs through origin and every time i
try to run it, theres a error
Kapil (3/21/2021, 2:45:01 PM): Can you please share the error you are
getting?
Rae (3/21/2021, 2:45:12 PM): is there a way to share my screen
Kapil (3/21/2021, 2:46:07 PM): I just requested a file from you.
Rae (3/21/2021, 2:46:24 PM): where
Rae (3/21/2021, 2:46:53 PM): So i have two issues, 1. When i click to
play the sims 3 it says "Download i. progress" but the game is already
downloaded and it shows no percentage
Kapil (3/21/2021, 2:47:26 PM): Need not to worry. I'll surely check
and do my best to get this sorted for you.
Rae (3/21/2021, 2:47:36 PM): then it says "play now" and when i click
it it says "unknown ero=ror has occured"
Kapil (3/21/2021, 2:47:37 PM): May I know your email address and your
EA Origin name?
Rae (3/21/2021, 2:47:48 PM): kyutie678@aim.com
Rae (3/21/2021, 2:47:59 PM): radc20
Kapil (3/21/2021, 2:49:15 PM): Thank you
Kapil (3/21/2021, 2:49:33 PM): Thank you
Rae (3/21/2021, 2:49:33 PM): please see scfreenshot for what i see
Kapil (3/21/2021, 2:50:08 PM): Are you facing issues with only Sims 3
or with every expansions?
Rae (3/21/2021, 2:50:40 PM): Sims 3 plus sims 3 expansion packs. their
all installed and it still wont let me load it
Kapil (3/21/2021, 2:51:46 PM): Alright
Rae (3/21/2021, 2:52:03 PM): how do i send you another screenshot. i
dont see the option
Kapil (3/21/2021, 2:52:21 PM): I would suggest you some
troubleshooting to fix this issue, please go through below steps and
perform accordingly.
Kapil (3/21/2021, 2:52:39 PM): Try re-installing Origin:
Close the Origin client.
Open the Control Panel (find it by searching “Control Panel” in the
Start menu).
Click on Uninstall a program under Programs.
Click on Origin and uninstall.
Reinstall Origin, then try installing your game again.
Rae (3/21/2021, 2:53:09 PM): i already reset origin
Kapil (3/21/2021, 2:53:58 PM): I would suggest you to please try
again, while I am with you.
Rae (3/21/2021, 2:54:05 PM): okay one moment
Kapil (3/21/2021, 2:54:32 PM): Sure
Rae (3/21/2021, 2:55:09 PM): i dont have a control panel option on my
laptop
Kapil (3/21/2021, 2:55:56 PM): Try re-installing Origin:
Close the Origin client.
Open up Finder.
Go to the Applications folder.
Drag Origin to the Trash, or right-click and select “Move to Trash.”
Right-click on Trash and select Empty Trash.
Reinstall Origin, then try installing your game again.
Rae (3/21/2021, 2:56:18 PM): okay
Kapil (3/21/2021, 2:57:13 PM): Once you complete it, please let me
know.
Rae (3/21/2021, 2:57:19 PM): okay one moment
Kapil (3/21/2021, 2:57:24 PM): As hopefully it will help you play the
game
Kapil (3/21/2021, 2:57:26 PM): Sure
Rae (3/21/2021, 2:58:09 PM): do you have the link to install origin
Rae (3/21/2021, 2:59:18 PM): ?
Kapil (3/21/2021, 2:59:41 PM): Yeah
Kapil (3/21/2021, 3:00:00 PM): Please use this link :-
https://www.origin.com/ind/en-us/store/download
Rae (3/21/2021, 3:00:05 PM): thanks
Kapil (3/21/2021, 3:00:59 PM): Cool
Rae (3/21/2021, 3:01:40 PM): okay im waiting for my sism 4 games to
finish "verifying game files" and then im waiting to see what the sims
3 does
Kapil (3/21/2021, 3:02:24 PM): Sure
Kapil (3/21/2021, 3:02:30 PM): Take your time.
Rae (3/21/2021, 3:03:16 PM): okay im back to where it gives me the
option to hit play for the sims 3
Rae (3/21/2021, 3:03:25 PM): do i attempt
Rae (3/21/2021, 3:03:27 PM): ?
Kapil (3/21/2021, 3:03:35 PM): Yeah, please try.
Rae (3/21/2021, 3:03:55 PM): okay, it case it works please dont end
chat, ill close the app and come right back
Kapil (3/21/2021, 3:04:11 PM): Sure
Kapil (3/21/2021, 3:04:16 PM): I am here to help you.
Rae (3/21/2021, 3:04:20 PM): is there a way i can send you another
screenshot
Rae (3/21/2021, 3:05:20 PM): this keeps popping up
Rae (3/21/2021, 3:05:33 PM): but it wont actually let me play
Kapil (3/21/2021, 3:06:36 PM): It seems you have some corrupted files
of Sims 3 which is restricting you to play ahead.
Kapil (3/21/2021, 3:06:44 PM): Please press play now.
Rae (3/21/2021, 3:07:03 PM): i did and thats when that "unknown error"
pops up
Rae (3/21/2021, 3:07:11 PM): how do i fix this
Kapil (3/21/2021, 3:07:56 PM): Try launching from the .dmg file:
Close the Origin client and any other non-essential applications.
Click on Go in the Finder menu at the top of your screen.
Select Computer.
Go to Macintosh HD > Library > Application Support > Origin >
DownloadCache.
Find the folder for the game you are trying to install, and look for a
file ending in the .dmg file extension.
Open the .dmg file. It should launch to your desktop like a disc.
If you get an error, or if you can’t find the .dmg file, your game
download didn’t work.
Clear the DownloadCache folder by dragging the files to your Trash.
Then restart the Origin client and start your download again.
Kapil (3/21/2021, 3:08:06 PM): Please perform the above mentioned
Steps.
Rae (3/21/2021, 3:08:32 PM): okay one moment
Kapil (3/21/2021, 3:09:03 PM): Cool
Rae (3/21/2021, 3:11:15 PM): i dont see .dmg so then i should delete
all my sims 3 games in the trash and go back into origin to install
again?
Kapil (3/21/2021, 3:11:48 PM): Yes, that might be the option you
should get.
Rae (3/21/2021, 3:12:06 PM): okay one momenyt
Kapil (3/21/2021, 3:12:45 PM): Sure
Rae (3/21/2021, 3:13:22 PM): okay im about to try downloanding the
sims 3 base game now
Kapil (3/21/2021, 3:13:31 PM): Cool
Rae (3/21/2021, 3:14:58 PM): are you fine with waiting while this game
installs? theres about 3 mins left haha
Kapil (3/21/2021, 3:15:23 PM): I am with you, till you are able to
launch the game.
Rae (3/21/2021, 3:15:36 PM): Thank you 
Rae (3/21/2021, 3:18:51 PM): okay the sims 3 base game finished
downloading but im about to actually start the sims 3 installer
process now
Kapil (3/21/2021, 3:19:09 PM): Sure
Rae (3/21/2021, 3:22:08 PM): okay now that the sims 3 is installed. im
am going to next install the expansion packs before launching
Kapil (3/21/2021, 3:22:25 PM): Alright
Rae (3/21/2021, 3:26:10 PM): okay i just tried downloading the sims 3
ambitions and then when it finished there was a button to "finalize"
but it wont actually finalize
Kapil (3/21/2021, 3:27:10 PM): Did you now try launching Sims 3
Kapil (3/21/2021, 3:27:12 PM): Base game
Rae (3/21/2021, 3:27:29 PM): no i haven't i was trying to install the
expansion packs first
Kapil (3/21/2021, 3:28:05 PM): Please try launching the Sims 3
Rae (3/21/2021, 3:28:07 PM): would you like me to just launch the base
game only?
Rae (3/21/2021, 3:28:11 PM): okay
Rae (3/21/2021, 3:28:16 PM): be right back
Kapil (3/21/2021, 3:28:28 PM): Yeah
Rae (3/21/2021, 3:29:27 PM): its not working , when i try to hit
play , it just shows me the product code again to download again and
then the green download bar i showed you in the screenshot pops up
again
Rae (3/21/2021, 3:30:10 PM): when i hit play now that message occured
again "unknown error"
Kapil (3/21/2021, 3:30:28 PM): Please allow me a moment.
Rae (3/21/2021, 3:30:32 PM): okay
Kapil (3/21/2021, 3:31:12 PM): I would suggest you to relogin to
Origin again.
Kapil (3/21/2021, 3:31:30 PM): You will see the new icon for Sims 3
which I have added on your account.
Kapil (3/21/2021, 3:31:37 PM): Try downloading it.
Rae (3/21/2021, 3:31:51 PM): okay one moment while i logout
Rae (3/21/2021, 3:32:59 PM): so i see another sims 3, click that one?
Kapil (3/21/2021, 3:33:35 PM): Yes
Rae (3/21/2021, 3:33:39 PM): okay
Rae (3/21/2021, 3:34:49 PM): okay im seeing the expansion packs
installing but this time the green bar actually is showing the
precentages
Kapil (3/21/2021, 3:35:09 PM): So hope things are now working, I
guess.
Rae (3/21/2021, 3:35:35 PM): lets hope! one moment
Kapil (3/21/2021, 3:36:22 PM): Yeah
Rae (3/21/2021, 3:39:29 PM): okay so it seems like several expansion
packs installed in the "download in progress" white box. but now the
download in progress box is still up but this time showing what
happened in the beginning where it was stuck at zero percent
Rae (3/21/2021, 3:39:35 PM): do i hit "play now"?
Kapil (3/21/2021, 3:39:45 PM): Yeah
Rae (3/21/2021, 3:39:49 PM): okay
Rae (3/21/2021, 3:40:08 PM): the same pop up showed again
Kapil (3/21/2021, 3:40:29 PM): Did you downloaded the Sims 3 icon
which recently added on your account.
Rae (3/21/2021, 3:41:15 PM): yes and it even had a new code
Kapil (3/21/2021, 3:41:58 PM): Yeah, that's the reason I asked you to
download the one which I have added it on your account.
Rae (3/21/2021, 3:42:23 PM): yes i did and it said it downloaded but
it wont work
Rae (3/21/2021, 3:42:40 PM): can i send you another screenshot
Kapil (3/21/2021, 3:43:11 PM): Let it be.
Rae (3/21/2021, 3:43:36 PM): what can we do now?
Kapil (3/21/2021, 3:43:44 PM): Try using Repair Game
Select My Game Library in Origin.
Right-click on the game tile.
Select Repair Game.
The file check can take up to an hour to complete depending on your
computer's hardware.
Rae (3/21/2021, 3:44:48 PM): theres no "repair " option for the sims
3.
Kapil (3/21/2021, 3:45:20 PM): Did you checked it on Origin?
Rae (3/21/2021, 3:45:51 PM): yes , i see the option for the sims 4 but
when i right click on the sims 3 theres no option
Kapil (3/21/2021, 3:46:30 PM): Alright
Kapil (3/21/2021, 3:48:02 PM): I would suggest you to try restarting
your PC, might be the changes you have made till now, will require to
setup.
Rae (3/21/2021, 3:48:35 PM): my mac is up to date
Kapil (3/21/2021, 3:50:09 PM): I am not talking about Mac. I am
talking about the changes to be stored on your PC, which you have made
in the mean while.
Rae (3/21/2021, 3:50:37 PM): okay, how do i return to this chat box if
i refresh my laptop
Kapil (3/21/2021, 3:50:54 PM): I am here only.
Rae (3/21/2021, 3:51:41 PM): huh? will this chat pop up again? like
will there be a way to continue this chat?
Kapil (3/21/2021, 3:52:19 PM): If in case, you find any error you can
start a new chat, as I have already mentioned everything on your case.
Kapil (3/21/2021, 3:52:33 PM): Hope it will work, just after you
restart.
Rae (3/21/2021, 3:52:50 PM): okay do i need a case id number or will
it be there ?
Kapil (3/21/2021, 3:53:42 PM): It will be there.
Rae (3/21/2021, 3:53:54 PM): okay be right back, restarting my
computer
Kapil (3/21/2021, 3:56:26 PM): I thank you for being kind and
understanding during this chat session. It has been nice talking to
you.
Rae (3/21/2021, 3:56:34 PM): hi i am back
Kapil (3/21/2021, 3:56:55 PM): Cool
Rae (3/21/2021, 3:57:09 PM): what should i do now
Kapil (3/21/2021, 3:57:20 PM): Please try launching the game again.
Rae (3/21/2021, 3:57:24 PM): okay
Rae (3/21/2021, 3:58:01 PM): when i hit play it says "unknown error"
again
Rae (3/21/2021, 3:59:38 PM): also when i go to my game library it says
"new add-on content ready to install" when i click on the game it
shows play and undernearth it it says "new add on contenct" and it
says "new expansion ready to install" but nothing actually works
Kapil (3/21/2021, 4:01:26 PM): It seems to be a bug in the game,
however it is sad that we at customer experience, can only help with
issues in the game itself, we cannot make changes or correct game
bugs. You can however report this at the official forums, so that the
moderators and Game experts can take a note of it and investigate this
further.
Kapil (3/21/2021, 4:01:54 PM): Further, please post your query on the
official forums at:
https://forums.thesims.com/en_US/categories/general-discussion
Kapil (3/21/2021, 4:02:18 PM): Believe me, the moderator team is
however collecting data from the community and are examining solutions
if they determine enough customers have the problem and the problem is
technically addressable with a patch, or if a work around is possible.
Rae (3/21/2021, 4:02:53 PM): but thats just a forum for people to
discuss issues. i need someone from EA to fix issues happening with
their game since they created this game
Kapil (3/21/2021, 4:04:24 PM): That is the reason, I am asking you to
post it on forums so that our concerned team may collect more examples
and move ahead further to resolve it for you and other players who are
impacted.
Rae (3/21/2021, 3:18:51 PM): okay the sims 3 base game finished
downloading but im about to actually start the sims 3 installer
process now
Kapil (3/21/2021, 3:19:09 PM): Sure
Rae (3/21/2021, 3:22:08 PM): okay now that the sims 3 is installed. im
am going to next install the expansion packs before launching
Kapil (3/21/2021, 3:22:25 PM): Alright
Rae (3/21/2021, 3:26:10 PM): okay i just tried downloading the sims 3
ambitions and then when it finished there was a button to "finalize"
but it wont actually finalize
Kapil (3/21/2021, 3:27:10 PM): Did you now try launching Sims 3
Kapil (3/21/2021, 3:27:12 PM): Base game
Rae (3/21/2021, 3:27:29 PM): no i haven't i was trying to install the
expansion packs first
Kapil (3/21/2021, 3:28:05 PM): Please try launching the Sims 3
Rae (3/21/2021, 3:28:07 PM): would you like me to just launch the base
game only?
Rae (3/21/2021, 3:28:11 PM): okay
Rae (3/21/2021, 3:28:16 PM): be right back
Kapil (3/21/2021, 3:28:28 PM): Yeah
Rae (3/21/2021, 3:29:27 PM): its not working , when i try to hit
play , it just shows me the product code again to download again and
then the green download bar i showed you in the screenshot pops up
again
Rae (3/21/2021, 3:30:10 PM): when i hit play now that message occured
again "unknown error"
Kapil (3/21/2021, 3:30:28 PM): Please allow me a moment.
Rae (3/21/2021, 3:30:32 PM): okay
Kapil (3/21/2021, 3:31:12 PM): I would suggest you to relogin to
Origin again.
Kapil (3/21/2021, 3:31:30 PM): You will see the new icon for Sims 3
which I have added on your account.
Kapil (3/21/2021, 3:31:37 PM): Try downloading it.
Rae (3/21/2021, 3:31:51 PM): okay one moment while i logout
Rae (3/21/2021, 3:32:59 PM): so i see another sims 3, click that one?
Kapil (3/21/2021, 3:33:35 PM): Yes
Rae (3/21/2021, 3:33:39 PM): okay
Rae (3/21/2021, 3:34:49 PM): okay im seeing the expansion packs
installing but this time the green bar actually is showing the
precentages
Kapil (3/21/2021, 3:35:09 PM): So hope things are now working, I
guess.
Rae (3/21/2021, 3:35:35 PM): lets hope! one moment
Kapil (3/21/2021, 3:36:22 PM): Yeah
Rae (3/21/2021, 3:39:29 PM): okay so it seems like several expansion
packs installed in the "download in progress" white box. but now the
download in progress box is still up but this time showing what
happened in the beginning where it was stuck at zero percent
Rae (3/21/2021, 3:39:35 PM): do i hit "play now"?
Kapil (3/21/2021, 3:39:45 PM): Yeah
Rae (3/21/2021, 3:39:49 PM): okay
Rae (3/21/2021, 3:40:08 PM): the same pop up showed again
Kapil (3/21/2021, 3:40:29 PM): Did you downloaded the Sims 3 icon
which recently added on your account.
Rae (3/21/2021, 3:41:15 PM): yes and it even had a new code
Kapil (3/21/2021, 3:41:58 PM): Yeah, that's the reason I asked you to
download the one which I have added it on your account.
Rae (3/21/2021, 3:42:23 PM): yes i did and it said it downloaded but
it wont work
Rae (3/21/2021, 3:42:40 PM): can i send you another screenshot
Kapil (3/21/2021, 3:43:11 PM): Let it be.
Rae (3/21/2021, 3:43:36 PM): what can we do now?
Kapil (3/21/2021, 3:43:44 PM): Try using Repair Game
Select My Game Library in Origin.
Right-click on the game tile.
Select Repair Game.
The file check can take up to an hour to complete depending on your
computer's hardware.
Rae (3/21/2021, 3:44:48 PM): theres no "repair " option for the sims
3.
Kapil (3/21/2021, 3:45:20 PM): Did you checked it on Origin?
Rae (3/21/2021, 3:45:51 PM): yes , i see the option for the sims 4 but
when i right click on the sims 3 theres no option
Kapil (3/21/2021, 3:46:30 PM): Alright
Kapil (3/21/2021, 3:48:02 PM): I would suggest you to try restarting
your PC, might be the changes you have made till now, will require to
setup.
Rae (3/21/2021, 3:48:35 PM): my mac is up to date
Kapil (3/21/2021, 3:50:09 PM): I am not talking about Mac. I am
talking about the changes to be stored on your PC, which you have made
in the mean while.
Rae (3/21/2021, 3:50:37 PM): okay, how do i return to this chat box if
i refresh my laptop
Kapil (3/21/2021, 3:50:54 PM): I am here only.
Rae (3/21/2021, 3:51:41 PM): huh? will this chat pop up again? like
will there be a way to continue this chat?
Kapil (3/21/2021, 3:52:19 PM): If in case, you find any error you can
start a new chat, as I have already mentioned everything on your case.
Kapil (3/21/2021, 3:52:33 PM): Hope it will work, just after you
restart.
Rae (3/21/2021, 3:52:50 PM): okay do i need a case id number or will
it be there ?
Kapil (3/21/2021, 3:53:42 PM): It will be there.
Rae (3/21/2021, 3:53:54 PM): okay be right back, restarting my
computer
Kapil (3/21/2021, 3:56:26 PM): I thank you for being kind and
understanding during this chat session. It has been nice talking to
you.
Rae (3/21/2021, 3:56:34 PM): hi i am back
Kapil (3/21/2021, 3:56:55 PM): Cool
Rae (3/21/2021, 3:57:09 PM): what should i do now
Kapil (3/21/2021, 3:57:20 PM): Please try launching the game again.
Rae (3/21/2021, 3:57:24 PM): okay
Rae (3/21/2021, 3:58:01 PM): when i hit play it says "unknown error"
again
Rae (3/21/2021, 3:59:38 PM): also when i go to my game library it says
"new add-on content ready to install" when i click on the game it
shows play and undernearth it it says "new add on contenct" and it
says "new expansion ready to install" but nothing actually works
Kapil (3/21/2021, 4:01:26 PM): It seems to be a bug in the game,
however it is sad that we at customer experience, can only help with
issues in the game itself, we cannot make changes or correct game
bugs. You can however report this at the official forums, so that the
moderators and Game experts can take a note of it and investigate this
further.
Kapil (3/21/2021, 4:01:54 PM): Further, please post your query on the
official forums at:
https://forums.thesims.com/en_US/categories/general-discussion
Kapil (3/21/2021, 4:02:18 PM): Believe me, the moderator team is
however collecting data from the community and are examining solutions
if they determine enough customers have the problem and the problem is
technically addressable with a patch, or if a work around is possible.
Rae (3/21/2021, 4:02:53 PM): but thats just a forum for people to
discuss issues. i need someone from EA to fix issues happening with
their game since they created this game
Kapil (3/21/2021, 4:04:24 PM): That is the reason, I am asking you to
post it on forums so that our concerned team may collect more examples
and move ahead further to resolve it for you and other players who are
impacted.Reactions
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