SleepyD2k Guides - EA Answers HQ Basics

EA currently has two options for tech support. One option is EA Answers HQ. EA Answers HQ is a website EA created that allows players to help other players get back into their games. The website currently supports The Sims 2 (Ultimate Collection and console versions), The Sims 3 (including expansion packs, store content, stuff packs, and console versions), The Sims 4 (Create-A-Sim Demo), The Sims Medieval, and The Sims Freeplay. Although the website primarily focuses on players helping other players, there are EA staff members on the website that will offer their technical expertise. This website has basically replaced the Possible Bugs section on The Sims 3 website because many of the players who were providing technical assistance have moved over to EA Answers HQ. The website is located at: answers.ea.com.

EA Answers HQ Etiquette
EA Answers HQ is not a place for people to discuss the game. vent about EA, suggest ideas for the game, give developer feedback on issues that are not technical, etc. It is a place for people to post their technical questions and get help from other players. Make sure when posting your question, you are polite even if you are frustrated. Please understand these people are players just like you who are volunteers. I have noticed that people who are polite tend to get their questions answered faster than people who come across as rude.

When posting questions, make sure to post in the correct language. For example, if you are asking your question English in the Spanish section, your question will be locked so others cannot answer it. The current languages offered are English, French, Spanish, German, and Russian.

Do not post or provide personal information such as email address, serial codes, real names, address, billing information, passwords, etc. It is against the rules on EA Answers HQ to post this information. It is also against the rules for other players to ask for this information. If you see someone posting or asking for this information, please report them.

Remember to monitor your questions for responses. If your question is answered, mark the response that solved the question as "solved". Also, be sure to give the person who answered your question XP. You give XP by simply pressing the XP button. Doing this will increase the ranks of the players providing assistance. When players who provide assistance increase their rank, they get special perks on the website.

Don't post your question multiple times. This will make it harder for you to track your solution and it will make it harder for others to help you. Post your question once and follow it for updates. If you post your question again by accident, report it and note that it was a double post also, edit the title of the post to indicate it was a double post.

Don't post in other people's questions unless you are adding additional information or providing a solution. Questions are not a place for general discussion. The point of questions are to find the answers to technical problems. Also, don't post that you also have the problem without providing any additional information. If you just want to let EA know that you also have the problem, click on the "Me Too" button.

Technical vs Account Questions
EA Answers HQ is not the place to ask questions about your account. The players helping on the website do not have access to account information. If the question is account related you will most likely be told to contact an EA Game Advisor. Some account related subjects include:

• Problems logging into Origin
• Locked out of account
• Problems with the serial code
• Unable to download games on account
• Bought games not appear on account
• Removing payment information

Tips for Posting Questions
Before posting questions make sure you read the stickies at the top of the forum and you search for the question to see if it has a solution. Also read the first two pages of the section you want to post your question in to ensure it wasn't asked already. Many times, the questions people ask already have solutions or have been answered in the stickies above the section. If you find a question similar to the one you wanted to ask, click on the "Me Too" button to notify EA that more than one person is having the same problem. If the problem has a solution try out the solution to see if it works for you. If the solution doesn't work, start a new question, link to the solution did not work for you, and answer the "Important Questions to Answer". Don't post in questions with solutions because they are not checked.

Make sure you select a location by clicking on "Choose a Product" and selecting the game you are asking the question about.

EA Answers HQ now does not have a separate section for PC, MAC, and Console. When you are posting your questions/statements, the first thing you want to do is put your system in brackets. For example, if you questions was PC, you would post this before your question: [PC]. You want to phrase your question in the title so other doing searches are able to locate the question/statement easier.

Below are some examples of titles:

• My game crashes when I enter CAS.
• My settings are grayed out, how do I change them?
• My save game is missing how do I find it?

Below are some examples of what not to post:

• I need help now!
• Help!
• The Sims 3

Important Questions to Answer
After you type your title, make sure you answer the following questions applicable in your post to prevent wasted time.

• What is your operating system?
• What is your processor?
• How much ram do you have?
• What is your video card?
• How much disk space do you have left on your computer?
• What EP/SPs/Store Content do you have installed?
• What is the latest patch you have installed?
• Are you using the disk or digital version of the game?
• Do you have custom content installed?
• Do you have mods installed and if so, what are they?
• What is the problem?
• When did your problem start?
• How long has the problem been occurring?
• What error messages are you getting?
• What steps have you taken to solve the problem?
• Do you have any pictures of the problem? (pictures have to be uploaded to 3rd party site and linked)
• What is you DxDiag information (only post if you are experiencing crashes and are on a PC)

Monitoring Questions
Most questions have a response within 24 hours. Before submitting your question make sure you have checked the box next to, "Email me when someone replies." When you receive replies your will receive an notification to your email account. If you forget to check the box or you wish to view question click on your Origin ID and select "HQ Profile". Your post will appear under "Latest Posts by (Your Origin ID)".

If the solution to your question does not solve your problem, remove the "solved" indicator from the question. People with high ranks have the ability to mark questions as "solved" so be sure to test the solution and remove the indicator if it doesn't work.

If you find a question that has already been solved, and you wish to save the solution simply bookmark it. To bookmark the question simply click "options" then click "bookmark". To view your bookmarks, mouse over your Origin name, select "HQ Settings", then click on the tab that says "Subscriptions and Notifications" and select "My Bookmarks".

If you find a question that has not been solved and you are interested in the solution, you can subscribe to the question by clicking "Options" then selecting "Subscribe". You will received emails when someone posts an update. To view your bookmarks, mouse over your Origin name, select "HQ Settings", then click on the tab that says "Subscriptions and Notifications" and select "My Subscriptions".

If you end up solving the question yourself go back the question and post the solution. Others may have the same problem as you. Edit the question title to note the solution was solved so that a mod can mark the question as solved.

Reasons Questions Aren't Solved
Below are just a few of the reasons why a question may not be answered on EA Answers HQ:

• It was posted in the wrong language.
• Not enough details for the person to help.
• The person is not asking a question, you are trying to have a discussion.
• The person was rude.
• The question deals with account information.
• The question was already answered 20 times before you posted it.
• The person didn't provide the requested additional information
• The person has a habit of not giving out XP.
• The person keep posting the same question over and over.
• The question violates the Terms of Service.
• The question is account related.
• The players on EA Answers HQ are unable to find an answer.

If your question is not answered within 24 hours try bumping the question and adding additional information about the problem. If you are unable to find a solution, you can contact EA Help at help.ea.com to speak with an EA Game Advisor.

Sources:
answers.ea.com