Easy Anti-Cheat Error - False Positive Bans
Hello EA,
I am posting this as a way to open a discussion that I have not seen much of elsewhere, and that is the discussion around bans that are caused by false-positive results from Easy Anti-Cheat (EAC).
Some background: I work in the IT industry and am familiar with the culture of problem tickets that come in simply stating: "my [this] is not working, fix it!". Now in the context of EA and bans from EAC this statement can be rephrased as: "i was banned for no reason!". This is the kind of case I have put forward previously and it was because I as a player do not easily have access to a log reader program for looking at EAC data and informing the ToS team exactly what program it was that caused this error in their system. All I know is that I was banned, and to my knowledge the reason is unknown. This is further compounded by the responses from the ToS team of simply, "We investigated and determined that we took the correct action and will not be lifting the sanction on your account." Only more confusion and frustration is created.
Somethings else to note: I have been playing Apex since Meltdown, have purchased 4 Legends on my account, have streamed the game on Mixer and Twitch, and do not have the kind of stats that would indicate that I am cheating. In my mind, the evidence is stacked against EA in any accusation of me being a cheater. Needless to say, I do not own or use any cheating programs on my computer.
Now, I have 3 discussion points that I would like to have EA staff address directly:
1. What are some programs that have recently been sending false-positives through EAC, causing bans? This would really help anyone like myself in the future
- A few lists of programs that cause issues can be found from this page on the Easy Anti-Cheat Support site: link
- BTW it is noted directly on that page that outdated Antivirus programs may cause false-positives, have you at EA seen this too?
2. If someone can provide proof that they are not using cheats during play, such as by submitting a Microsoft Process Monitor log file when a ban occurs, will that be helpful to the investigation of the ToS team? I don't see why more data wouldn't help.
- Proc Mon can be found on the Microsoft website at this link: Proc Mon
3. What is a/the reason for why the ToS team does not give any data to accused/condemned users/players/customers about WHY and WHAT PROGRAM they were banned because of. I understand that you may not want to reveal parts of the investigation process, but I am just asking for a simple answer so I can fix the issue.
As I opened with, this is meant to be a discussion as professional adults working in technology who are trying to fix an issue that is causing customer frustrations.
Thank you for your time!
