Re: How to fix EA app Error Code EC:10005?

i have found a fIX TO THE PROBLEM AFTER ALL THIS TIME. if you have fios or verison or mcaffe on your home network go into the app and you should be geting notifcations saying that EA is milicuise website. once you press allowe on it its will work

@MrGalaxyjoe

I appreciate the additional confirmation that this method will work for those using Verizon FiOS.  However this isn't really a fix, and we shouldn't be referring to it as such.  It is a work around, and an unneeded one, at least we should be having to do so.

Disabling security measures of any kind, especially those built into our router, modems, or internet devices and software should never be needed to access EA's software or games, especially ones that we running just fine with all that enabled just a few days ago.

I do appreciate the info and work put in, really, but we want to use the proper wording especially as this topic is getting long and will begin appearing in searches more often, and we don't want to accidentally mislead people who may come across it.

Thank you again for the Verizon info. 🙂

@klauseconfession Exactly, completely agree. I myself disabled it just to test that it worked, and it does...then I immediately turned it back on and of course the EA App stopped working.

I will keep doing the VPN trick for now, and if EA decides to ban or suspend my account, well, what can I say...they won't even let me post the information they requested from me without deleting it, so guess that says what kind of people we are dealing with on here.

I say, do whatever anyone is comfortable with to work around this issue, regardless of what EA support reps on here and in chat might allude to, since none of them are coming on here to actually help with the issue, we are left solving it ourselves. 

I am going to attempt to post the information EA requested us too, let's see if this gets deleted for the 7th time.

And yes, I am recording the typing of this, and will be recording the posting as well to see if it sticks.  Here goes:

Here are my files as requested. The Error report log number is: 5b75e4d0-3386-49d6-a0d0-d1eba7d45cc2

I have also opened a Case for the issue: Case #159835764

 I assume you mean us to post all of this in the current thread, and that the underlined “this thread” is not a broken link of some kind.

I also included on this post attached screenshots showing the error message, as well as the App working with my VPN active.

Included in this post will be an excerpt of the chat transcription I had where the agent informed me that use of a VPN will be a violation of EA policies, even though we had been discussing the use in regards to a Single Player Game.

Chat Transcript excerpt (If requested by EA I will send the entire transcript if needed):

Boyd (11/9/2023, 10:09:56 AM): I can do that.  In the meantime, while I wait to see what they can do, is it all right if I still use the app and my games through the VPN?  I won't get into any issues for that?  they are single player games.

Vanshika (11/9/2023, 10:12:51 AM): I am afraid but the use of VPN is against the policy of EA. please do not worry I have marked your case as strong feedback so that the concern team will surely check  this for you and try to fix this at the earliest .Is there anything else I can help you with?

@EA_Leeuw @EA_Barry (tagging you again, sorry,  as I just want answers now from someone)

Tried posting my information as was requested by EA_Leeuw in their one post to us here, and for the 7th time, it has been posted, and then immediately deleted.

I recorded the writing of the post, I did not tag anyone, I did not include any information, language or grammar and syntax that could even be possibly considered a breach of policy or ToS, and yet...I cannot post that information.

I can only assume it has to do with the fact I confirm that a support rep stated VPN usage was a violation of policy, as that was the only additional information I presented in the post.

Again, I am recording the writing and posting of this, let's see how long it stays...

im a kid so im kinda exited to fix something thats been bothering me for about 2 days now. especialy because i dident get help 

or when i mean i dident get help i mean like i dident have my dad or brother get on me pc and try to fix it. this post helped me alot.

@MrGalaxyjoe No worries, I hope I didn't come across as rough or mean, that was not my intention. 🙂

I'm glad you got it working, and even more so that you got it worked out on your own, or with info from this thread.

I'm a bit flustered and upset with EA and their representatives right now, and that might have leaked over in my writing, my apologies.

Regardless, Do what works for you, and more importantly, go play games and have a good time. 🙂 haha

Last time trying to post this, if it doesn't work (well, regardless of if it works or not I think I will) I am going to make a video showing how EA is apparently censoring "Public User Forum" topics even though they don't break policy or ToS.

I am recording this posting as well.

So, Dear EA, especially @EA_Leeuw since you requested the information,. here it is attached the log files requested as well as a document with my error report # in it..

To answer peoples questions, and to state to EA I will provide if you ask, yes, I do have the transcript copy showing an EA Support Rep taking it upon themselves to state that Using a VPN for any purpose is a violation of EA Policy.

I will not post the transcript here, or the names involved.

I will also attach a picture showing the error message, as well as the EA App working with my VPN enabled (Should be noted these are two pics that are just like ones I posted earlier (Just current) and those did not break policy and were post-able))

It was definitely the McAfee  "Home Network Protection" through the Fios app in my case.

https://www.reddit.com/r/msp/comments/kf7t0t/mcafee_home_network_protection_on_verizon_fios/

I deactivated it and it worked.

@t-Gh0st_Reaper-t   I am glad that worked for you, at least for now.

Just remember that this is still an issue with EA somewhere, and not an issue with your setup or with your McAfee security, both of those are most likely running just fine fine the way the are.  If your setup was running just fine before this, then the issue is with EA.

Yes...it was running perfectly before.  Sadly, the problem MUST be with EA ☹️

Ok, so just got off a chat with another support rep, one that was very polite and did try and do a lot to help, as much as he could.

I will say (without giving his name and all that stuff) that he did state and verify certain things.

1. Yes, EA, beyond the limited and invisible support here, is aware of the issue.

2. EA has no solution to the issue.

3. There are no troubleshooting measures available or known to EA support or technical people, that will or can be used by us, beyond what is found in post #405 by @EA_Leeuw (at least that is supported officially by EA)

4. The representative stated that "I would suggest you to use the VPN and try to play and wait for some time so that I can also report."

Again, I have the transcript copy, as well as a video of this post writing as well as of the chat taking place.

So, just some more information for any who are interested.

For me, the big question I am waiting to get answered by anyone from EA...will using a VPN to launch the app so games work, or to play my single player games result in me getting a ban or suspension?  And if this violates a policy or part of the ToS, could you point specifically to it and share that here?

@klauseconfession Yeah...when I saw that in the chat...I kinda froze for a bit. I think he might have thought I disconnected, if i hadn't started back with questions again.  ☹️

just to add to this, I’m not sure how ‘stable’ the VPN method is for online games. I’ve tried using it to launch FC24, while turning the VPN off right after. It lets me get into a game but eventually it kicks me out as I’m logged out of the EA app.

Maybe online modes that don’t require P2P connections might be more stable

@klauseconfession @MessaNoir Mine is now working without any changes to security settings or A/V on my part. Maybe the fix is being rolled out incrementally.

Also, just in case it is still not working for others, I can confirm that I have also asked on EA Help about using a VPN to log onto the EA App and I was told no, it was not a violation of the ToS. I did not ask about actually playing a game via a VPN, because that isn't something I was looking to do anyway.

Also...more info for those interested...

There is a reason I asked the rep about the VP, and why I keep the record of the transcripts in multiple ways.

The main reason is that I have worked tech support and customer service for large companies, some of them fortune 500 companies...and there are certain rules that you are taught. (I'll only list the ones applicable here to the issue I'm discussing)

1. Do not make promises you can't back up and keep (that's a given, but drilled into you regardless)

2. Don't make statements that can be misconstrued as facts, or are not factual.  Stick only to either factual comments that are just naturally understood as fact (for example: Mass effect 1 and 2 are single player only games.  We don't need to see an official statement from EA to know this is true, just playing the game or basic knowledge of the games will show you that) or don't make statements that can't be backed up by policy, official statements from the company or official rules somewhere. (Example: It is a violation to use offensive or derogatory language directed at an individual on the forums.  We can read the ToS of the forums, and see the rules, and what violates those rules,  and punishments for violating those rules, written clearly in the Terms of Service (ToS))

Now, the rep I spoke to did very well, other than being very personable and polite.  He didn't promise me any fixes or false hopes, just gave me info as it was.  I appreciate that.

However, he said using a VPN was ok.  Technically, that's not his call to make, but if we desired, we can take it that as an official representative of the company, he states that we can in fact use VPN's, at least in regards to this issue.

Since no one from EA has elected to speak up publicly here regarding this matter, no matter how many times I have asked, I can only assume that we can in fact do as the support rep suggested.

Now, I'm done venting out the random thoughts that enter my mind, and I'm gonna go kill some bad guys in Mass effect 2 🙂  Hope everyone is having an amazing and wonderful day regardless of all this, and I'll be sending happy vibes to all just in case. 🙂

@RandomBuzziness I just opened mine and the issue is still happening to me, so i'll be waiting longer I guess.  Glad your's is working though, means there is a bit of hope.

I wonder though, and not sure if you are able to check or verify, but by any chance did your public IP address, the one assigned to you buy your ISP get changed or refreshed in the time between it not working and working?

@MessaNoir No, unfortunately I did not make any note of my public IP address prior to the App working again for me, so I can't really say if it has been changed. I know that I did not ask my provider to make any changes to it.

All I can really say to others is keep trying. EA is definitely aware of the problem and as far as I can tell they are actively trying to fix it.

@RandomBuzziness I hope so, and yes, everyone keep posting your issues/resolutions/experiences here, and keep reporting to EA.  Myself, gonna keep playing my games, and keep working on ways that this can either be fixed from our side, or other work arounds that can work for people. 🙂