Welcome to our EA app Troubleshooting Guide! Inside, discover solutions for common issues with the EA app, including generating an EA app Error Reporter ID and accessing EA app logs.
Let's navigate these challenges and optimize your EA app experience!
Checking and manually updating your installed EA app version
By default, the EA app will automatically look for updates and install them when the app is open, or when you start/restart the app. However, in certain cases, there may be delays in receiving the latest EA app updates due to various factors. To check for available updates for the EA app on your device, please follow these steps:
How to check the current version of your installed EA app for Windows To check your current installed version of the EA app for Windows, open the app, click on the hamburger menu (the three horizontal lines) in the top-left corner, select 'About', and check the App version. All the numbers before the second (2nd) dash (-) are the most important.
How to check the current version of your installed EA app for Mac To check your current installed version of the EA app for Mac, open the app, click on the EA app menu (next to the Apple logo) in the top-left corner, select 'About EA app', and check the App version. All the numbers before the second (2nd) dash (-) are the most important.
Open Windows Searchand type "EA app Updater"(without the quotation marks)andclick on it.
Alternatively, you can open PC Explorer and navigate to "C:\Program Files\Electronic Arts\EA Desktop\EA Desktop" and find 'EAUpdater.exe'
Click on 'Yes' to grant permission for the program to make changes to your device.
A new window will open and check for any available updates for your EA app version.
If there are no updates available, it will notify you that the EA app on your device is already up to date and close itself.
If an update is available, it will automatically download and install it. Once the update is complete, the program will close and open the EA app for you.
How toupdate the EA app for Mac:
The EA app for Mac should automatically update itself in the days after the release of an update. However, you might need to reboot the app or perform an App Recovery to trigger the update.
How to generate and share an EA app Error Reporter ID
If you're having a problem with the EA app, game, or service, you might be asked to create and share an EA app Error Reporter ID. This ID helps the team investigate your issue. Here's how to do it:
Generating an EA app Error Reporter ID on the EA app for Windows
If you can open and log into the EA app for Windows (click on "Spoiler" to reveal the info):
Open the menu by clicking the three-line icon in the top left of the app. Hover over Help, then click on EA Error Reporter.
*Note: You might be asked to allow permission for the EA Error Reporter to run. Please click on "Yes" if that happens.
Select the TYPE OF PROBLEM you're experiencing from the dropdown.
Describe your issue in the DESCRIPTION OF PROBLEM box.
If you've contacted EA Help about this issue, include your Case Number in the SUPPORT TICKET NUMBER(Optional) box. You can find your Case Number on the EA Help website or in any support emails you've received about this issue.
Check the box that says Share diagnostic information when report is submitted.
Click SUBMIT REPORT and wait for it to finish.
Write down your REPORT ID or copy it. You might be asked to share it later.
If you can't open or log into the EA app for Windows (click on "Spoiler" to reveal the info):
Look for ErrorReporter.exe in Windows Explorer. You can do this by clicking the Start or Windows button and using the search bar. If you can't find it, try going to C:\Program Files\Electronic Arts\EA Desktop\EA Desktop\ in Windows Explorer. Click the Start or Windows button and click My Computer. Then, double-click your C: drive, followed by Program Files, and then the EA app twice.
Via Windows Search:
Via Windows File Explorer:
Double-click ErrorReporter.exe to run the EA Error Reporter.
*Note: You might be asked to allow permission for the EA Error Reporter to run. Please click on "Yes" if that happens.
Select the TYPE OF PROBLEM you're experiencing from the dropdown.
Describe your issue in the DESCRIPTION OF PROBLEM box.
If you've contacted EA Help about this issue, include your Case Number in the SUPPORT TICKET NUMBER (Optional) box. You can find your Case Number on the EA Help website or in any support emails you've received about this issue.
Check the box that says Share diagnostic information when a report is submitted.
Click SUBMIT REPORT and wait for it to finish.
Write down your REPORT ID or copy it. You might be asked to share it later.
Generating an EA app Error Reporter ID on the EA app for Mac
If you can open and log into the EA app for Mac (click on "Spoiler" to reveal the info):
Open the EA app for Mac and click on the Help button, then click on EA Error Reporter.
*Note: You might be asked to allow permission for the EA Error Reporter to run. Please enter your macOS local account username and your macOS local user account password. Not your EA account email address and password!If you forgot your user or account name on Mac, please click here for more info.
Select the TYPE OF PROBLEM you're experiencing from the dropdown.
Describe your issue in the DESCRIPTION OF PROBLEM box.
If you've contacted EA Help about this issue, include your Case Number in the SUPPORT TICKET NUMBER (Optional) box. You can find your Case Number on the EA Help website or in any support emails you've received about this issue.
Check the box that says Share diagnostic information when report is submitted.
Click SUBMIT REPORT and wait for it to finish.
Write down your REPORT ID or copy it. You might be asked to share it later.
If you can't open or log into the EA app for Mac (click on "Spoiler" to reveal the info):
Open Finder, go to your Applications folder, right-click on 'EA app', followed by a left-click on 'Show Package Contents'.
Open the Contents folder, open the Applications folder, followed by double-clicking (left-click) on 'ErrorReporter'.
*Note: You might be asked to allow permission for the EA Error Reporter to run. Please enter your macOS local account username and your macOS local user account password. Not your EA account email address and password!If you forgot your user or account name on Mac, please click here for more info.
Select the TYPE OF PROBLEM you're experiencing from the dropdown.
Describe your issue in the DESCRIPTION OF PROBLEM box.
If you've contacted EA Help about this issue, include your Case Number in the SUPPORT TICKET NUMBER (Optional) box. You can find your Case Number on the EA Help website or in any support emails you've received about this issue.
Check the box that says Share diagnostic information when a report is submitted.
Click SUBMIT REPORT and wait for it to finish.
Write down your REPORT ID or copy it. You might be asked to share it later.
Copy and paste this URL into the address bar of yourWindows File Explorerwindow:%USERPROFILE%\AppData\Local\Electronic Arts\EA Desktop\Logs. Select/choose all files, and copy, and paste them into a folder on your desktop.
Repeat this with files located in%ProgramData%\EA Desktop\Logs, ensuring separate folders for each set of files.
What is a .rar file and how to create it on Windows
A .rar file is a compressed file format, created by a software named WinRAR. WinRAR is used to create, open, and decompress these files. It's a useful tool for managing large amounts of data, supporting various compression formats. However, WinRAR isn't affiliated with or sponsored by Electronic Arts (EA). We recommend its use, but ensure to download it from trusted sources.
Open Finder, choose 'Go' from the menu bar, and left-click on 'Go to Folder'.
Copy and paste this URL into the field en press 'Enter': ~/Library/Application Support/Electronic Arts/EA app/Logs. Select/choose all files, and copy, and paste them into a folder on your desktop.
Repeat this with files located in /Library/Application Support/Electronic Arts/EA app/Logs, ensuring separate folders for each set of files.
Once completed, please generate a .rar file of the two folders and attach it to your post in the thread, along with theEA app Error Reporter ID(s)(if requested).
Creating a .rar file on macOS
Sadly, macOS doesn't natively support WinRAR or making .rar files on its own. But, there are ways around this. One easy way is to make an Automator script for Finder which lets you make .rar files without needing to install extra software. KuyaChris wrote a good guide on this, which you can find on medium.com: Using Automator and WinRar to make RAR archives on Mac.
Another, potentially better, option is to use the macOS terminal software from RARLab. Just make sure to pick macOS as your platform and choose either ARM for Apple Silicon Macs or 64 bit for Intel Macs. However, this software doesn't fully support making .rar files on a Mac. You need to do some extra steps, which include using Automator. ezyZip wrote a useful guide on how to do this: (Video) How To Create RAR Files on Mac (The Easy Way!) | Install/Setup WinRAR for Mac.
However, please note that both these methods are not affiliated with or sponsored by Electronic Arts (EA). These are just the easiest methods we've found for creating .rar archives on macOS. As always, please understand that you're doing this at your own risk. We can't be responsible for any damages or losses that may occur.
*Regrettably, currently, the forums ONLY support the packaged .rar file format and DO NOT accommodate .zip or any other packaged file formats.
How to attach files to your post (click on "Spoiler" to reveal the info):
When you want to attach a file to your post, please click "Reply" (if it is a reply for an already existing thread) and click on the following button when creating your post:
*Note that it is not possible to attach files to a 'Quick reply' post if you want to post a reply to an already existing thread.
The easiest way to repair your installation of the EA app is by re-downloading the installation file from our website here. Once you've downloaded it, execute the file, click on the repair option, and follow the on-screen instructions. By doing this, you guarantee that your EA app is fully repaired and up-to-date with the most recent improvements and patches.
Click on the hamburger menu in the top-left corner of the EA app.
With your mouse, hover over 'Help'.
Left-click on 'App Recovery'.
Left-click on 'CLEAR CACHE'.
The EA app will now clear its cache and restart.
EA app App Recovery - macOS
Open the app, click on the EA app menu (next to the Apple logo) in the top-left corner & left-click on 'Help'.
Left-click on 'App Recovery'.
Left-click on 'CLEAR CACHE'.
You might be asked to allow permission for the clear cache process to run. Please enter your macOS local account username and your macOS local user account password. Not your EA account email address and password!If you forgot your user or account name on Mac, please click here for more info.
Open the app, click on the EA app menu (next to the Apple logo) in the top-left corner & left-click on 'Help'.
Left-click on 'App Recovery'.
Left-click on 'CLEAR CACHE'.
You might be asked to allow permission for the clear cache proces to run. Please enter your macOS local account username and your macOS local user account password. Not your EA account email address and password!If you forgot your user or account name on Mac, please click here for more info.
If you want to use the EA app in Offline Mode to play your favourite games that support offline play, like The Sims 4, you can do so in just a few clicks:
EA app Offline Mode - Windows PC
Left-click on the hamburger menu in the top-left corner of the EA app.
Left-click on 'Go offline'.
Left-click on 'YES, I'M SURE'.
The EA app will now restart, and you can launch a game that supports offline play.
To return to Online Mode, follow the same steps; however, the 'Go offline' button will now say 'Go online'.
Issues with the EA app Library Loading and Functionality
We've seen a slight increase in issues reported regarding the functionality of the EA app, such as the library not loading correctly and certain features not working as expected.
These issues seem to often be linked to the use of ad-blocking or DNS filtering tools like Pi-Hole or AdGuard, or VPNs with a strict DNS filter. Disabling these services may help alleviate these problems.
Common symptoms experienced due to the use of such blocking services include, but is not limited to:
Incomplete loading of the EA app library.
Game tiles appearing greyed out.
Download button missing.
Friends list failing to load.
Etc.
If you're encountering any of these issues, consider disabling your ad-blocking or DNS filtering tools to see if it resolves the problem. Additionally, it has been discovered that whitelisting the domain "sdk.split.io" (without quotation marks) in the configs of your services should resolve the issue.
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