Re: The EA App is Stuck On Preparing

@iDontTouchGras93 Do you happen to have more than one drive on your computer? 

So i only have obviously c drive and d drive that's all.. if you like I can provide you sine screen shots of everything I have come across ? Appreciate your help tho 🙏 as pretty much had no help what so ever thus far. 

Hi @EA_Shepard , facing the same issue, bought EA play membership recently and tried downloading FIFA22 on my machine, it just loops on preparing screen on the EA app, and at the backend I checked this file EABackgroundService log file located at C:\%ProgramData%\EA Desktop\logs, I have found out that there is some sort of http send request failed error at the start that says  this :

 ERROR (eax:😕ervices::reportHttpRequestFailure) HttpRequest send failed: url[https://split-evaluator.juno.ea.com/client/get-treatments-with-config?key=client-id&split-names=Skyfall_Achievements%2cReduce_Duplicate_Install_Progress_Message%2cKnown_Version_Patching&attributes={"bucket":81, "appVersionMajor":12, "appVersionMinor":179, "appVersionBuild":0, "appVersionRev":5436}] code[99] msg[]

and also this error that says:

ERROR (eax:😕ervices::reportHttpRequestFailure) HttpRequest send failed: url[https://service-aggregation-layer.juno.ea.com/graphql?query=query getServerTimestamp { unixTimestampSeconds }] code[99] msg[]
50 [2023-05-11T09:41:03.358Z] PID: 13532 TID: 16468 WARN (eax::apps::determineTransportStatus) [Telemetry] Http request failed. Status: 595. Not retrying
51 [2023-05-11T09:41:03.358Z] PID: 13532 TID: 10016 ERROR (eax::apps::queryServerTime) unixTimestampSeconds query failed with 595. Response =
52 [2023-05-11T09:41:03.358Z] PID: 13532 TID: 16468 INFO (eax:😕ervices::TelemetryDispatcher::Impl::logTelemetryEvent) Telemetry Event: [{"authenticated":false,"criticalOffline":true,"criticality":false,"disableCulling":false,"enabled":true,"offline":false,"params":{"category":"IS","ecode":1,"estr":"Storage file doesn't exist","src":"decrypt"},"taxonomy":"user.cache.erro","throttleCount":0,"timestamp":"2023-05-11T09:40:59.282","weight":0.0}]
53 [2023-05-11T09:41:03.358Z] PID: 13532 TID: 10016 WARN (eax::TrustedClock::Impl:😛rocessServerFnResult) [clock] attempt to sync server time failed: attempts[16]
54 [2023-05-11T09:41:03.000Z] PID: 13532 TID: 16468 INFO (eax:😕ervices::TelemetryDispatcher::Impl:😕end) Telemetry event discarded due to stochastic culling: [user.cache.erro]

Product: The EA app
Platform:PC
Error Report ID (learn how to create an Error Report ID in the sticky post): c3801c5a-9f29-460c-9348-adca1186bb82
Which client functionality are you experiencing this bug with?: EA App
Please describe download/ launch/ repair game/ add to libary (FIFA 22)
When did this happen? (dd.mm.yy hh:mm) 11/05/2023
Summarize your bug: Unable to download any game on EA app which i have purchased from EA play membership tried downloading FIFA 22 on my machine it is stuck on Preparing screen forever
How often does the bug occur? Every time (100%)
Steps: How can we find the bug ourselves? Attaching the Log file in this case, please refer that
What happens when the bug occurs? I cannot download fifa 22
What do you expect to see? Being able to download the game i have payed subscription for

have checked my wifi connectivity found no issues there, checked with antivirus and firewall to see if it was blocking any connection and found no issues there either, have also double checked to see if my machine was using any VPN or proxy but thats clean too, have even gone onto uninstall the antivirus and disable the firewall completely to check if that solved the issue, but no still get the same sort of error in the log file and on the EA app screen it just keeps on looping over the preparing screen

@Manoj10 Thanks! Can you try the following for me?

Right click the EA App on your desktop and run as admin and when you log in, go into settings and change the download speed to the highest it has which should be 20MBs

Then run through this for me as these are typically what prevents that.

Nvidia

• Try the NVIDIA PhysX Legacy System
• Restart the PC.

Delete Windows Temp Files

• Press the Windows key + R, go into the file explorer
• Type in %temp%, and hit Enter
• Delete everything it allows you to delete
• Reboot the PC

• EA App's Cache (Top Left Menu > Help > App Recovery)
• Run the System File Checker tool then Check for Windows and GPU updates 
• Install/Repair your VC++ files for the game (Microsoft VC++ Link)
• Download and update DirectX

Thanks for the update and the instructions @EA_Shepard , much appreciated!!

Tried all the steps as guided, but still not able to download the game, and this time after completing all the steps when i start the EA app as admin, there's a pop-up banner on top that says - "Things are taking a little longer than usual to load up. Hang tight while we try to solve the problem", PFA the same

Here is the error id during this screen:  f7f2a4ba-1f3f-4976-8b70-e8beacf3bd8e 

However, i can get this error to go, by just terminating the EA app from running in taskmanager  without stopping the EABackgroundService , and this time i can see the games in my library and when i try to download FIFA22, its still stuck in Preparing mode forever, and at the logs i can still see the "Http send request fail ERROR", PFA the same here too.

Here is the error id during the preparing screen:  294a7894-2ede-4905-a7b7-9734e05aa588

@Manoj10  Appreciate it. 

Can you do this for me

Stop the download, go into settings and use recovery, close app, launch again and see if it works?

If it doesn't, create a new Windows account, uninstall the EA App, and in the new Windows account reinstall the app, and see if it will download again.

Tried that too @EA_Shepard , but even when Im accessing my machine via a new user account, I can still see all the same errors as said previously, PFA the image and the log file of the same.

I did the first thing as you asked stopped the download and did the clear cache from App recovery, the EA app closed and restarted but at the time of boot, it threw the error banner as said earlier - "Things are taking a little longer than usual to load up. Hang tight while we try to solve the problem". but after i closed its running from the task manager and booted again, there was no error banner but in the logs it was still failing to send the http request, even though i have allowed the running of EA services on my firewall, and also disabled both firewall and antivirus and still it seems to throw all the same error as seen in the log file attached here.

I did the second thing, wherein i logged in as a different user, firstly when i logged in as a different user i had set the account as a standard user and uninstalled and reinstalled the EA app and booted it, but at the beginning it threw all the same errors as stated above, so for next time i changes the other users account as an Administrator and carried out all the steps as suggested but still encountered all the same errors.

Error_ID: aab9c27e-3bb2-4436-a32a-12c5bb4aa8cf

I'm not sure, what else I am to do firstly I purchased FIFA23 from steam and tried playing it from steam a month back but to this day haven't even booted it up once, got in touch with few of the community managers from this forum and also reached out to EA advisors but have received no solution yet, so i tried purchasing EA play subscription for a month thinking this would solve my problem, but I still am facing this issue, its really frustrating to be not able to play the game you've spent you money on, and downright atrocious from a reputed org. like EA.

Hope you guys come up with a working solution before it way too late to recover from this disaster.

Hi @EA_Shepard , not sure how but the game download and i can play the game i bought!!,  also not seeing any http send errors now attaching both the log and the image screenshot here

Thanks for the help man!!