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kc0rtez's avatar
kc0rtez
4 years ago

Re: EA app does not install

Just to clarify here, support took too long and i solved this issue in a different way:

I installed EA desktop in another computer, figured out the temp folder it was downloading the actual installer (which i asked for with the support team but they denied providing me with), copied the installer to the machine with problems and ran it manually; Installation was successful and i was able to run EA desktop normally after.

Since then i formatted my machine and was able to re-install without issues but to any1 with the same problem:

  1. Install EA desktop in a different machine
  2. Navigate to %temp% folder
  3. Order by date modified, open most recent folder (after running the ea desktop installer)
  4. Check for a file with the name like EAapp-12.0.192.5129-826.msi (will depend on current build)
  5. Copy this file to problematic machine and run it.

To EA: Please, if a customer asks for the manual installer via support please just provide it. Bureaucracy sucks for users as well for the company because as a customer you guys lost me, the only reason i still have ea desktop is because i pay xbox gamepass. I don't care if its your protocol to try to shove into ppl's throat your awesome online installer and stuff, just make things practical and don't make the customer pay for your inability to solve basic problems. Not everything needs a formal, convoluted solution.

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  • EA_Leeuw's avatar
    EA_Leeuw
    Icon for Community Manager rankCommunity Manager
    4 years ago
    Hey @kc0rtez,

    I am glad to hear that you solved the issue yourself.

    Judging by what you had to do in order to solve the issue, it sounds like there could be potentially other issues with the PC as well apart from the EA app itself. Almost as if it doesn't have default access to the files and folders.

    Regarding your feedback; this is unfortunately not something the live support, or we here via the forums, can do. However I will make sure to pass the feedback on to the EA app teams. 🙂
  • kc0rtez's avatar
    kc0rtez
    4 years ago
    @EA_Leeuw Folder access was fine, i also made sure to run the installer as admin (to cover possible access problems) and judging by the error, it probably was something else. Since i'm a developer myself, i know my machine has all sorts of cursed configurations and things might not work here for a plethora of reason but the solution was really straightforward and i asked multiple times on the support chat for them to provide me with a manual installer so i could try solving the issue manually, but was denied every single time.

    To be honest with you guys, i understand that outsourcing support makes it cheaper and more practical, takes the load off your backs and stuff but in this case it just won't cut it :/ The support might as well be a bot since they seem to be mostly indian and don't speak english very well and don't have either training nor room to work with the client because the only thing they are allowed to do is give you a scripted response, i can't even blame them because it seems like default big corpo modus operandi.

    tl;dr: Took me a long time to solve a problem support could have helped me with in 5 minutes.
  • EA_Leeuw's avatar
    EA_Leeuw
    Icon for Community Manager rankCommunity Manager
    4 years ago
    @kc0rtez, gotcha. But unfortunately, as mentioned, providing the so-called 'offline installer' is unfortunately not something the live support, or we here via the forums, can do. As we do not have this.

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