Re: [EA App] Dragon Age: Inquisition missing from library

I cleaned the registry and reinstalled the app and Inquisition came up in my library. I installed it, went to work, got home, tried running the game, and it wouldn't run. I restarted the app and the game was missing again from my library.

I repeated my registry clean again just to double-check, and when I reinstalled the app again, the game failed to show up altogether this time.

Prior to this post, I spoke to the live help service twice and neither advisors could help me. In fact, they told me to make this post. Just now I have tried speaking to another two live support people (the first of which transferred me to someone else) and they again recommended I make a post. I feel like I keep getting sent back and forth between the live support and forums. They told me they'll research it and get back to me, and I'm just hoping I won't be forever left in the dark now. 

I asked about compensation and the support person told me that EA offers compensation for issues like this. Perhaps I can be given or refunded EA Play to get access to my game while this issue is sorted out. Is there someone I could talk to about this? At this rate I'm not going to get a chance to do my replay before Veilguard comes out, and I'm not about to purchase the game on a different platform when this issue doesn't stem from my end.

@3lcia Totally understandable. So, I went through the account and found what the issue is. 

I need you to log into the EA app, repair the client, and clear the cache.

Go back to your library and see if the game is listed. If not, check the store again and let me know if it shows up for you.

So a bit of an update: 

I did the registry clear again and the game popped up in my library once more. I did another install and this time the game actually launched. Upon restarting the app it was missing from the library again, but for now at least I can run the game from the desktop thumbnail, not the EA App (I can't say how long that will last).

After launching the game it will appear in the EA App, but as soon as I close the app and re-enter, it disappears again. But at least it's playable for now.

I tried looking into the repair you mentioned and couldn't find any concrete instructions on how to do it. I did clear the cache by itself through App Recovery, but again, the game is still missing and the store says it needs to be purchased.

@3lcia You have to do it from the EA app. When you click on Manage, there is a repair option.

Your EA Play sub is conflicting with the actual purchase you made. We cannot change the EA Play part, you would have to have it canceled or stopped. This has been an issue with the sub for a while now. It does affect other games too.

This may be a hasle, but if you go to C:\Program Files\EA Games\Dragon Age Inquisition and pin that exe file, you shouldn't have any issues. The main thing is launching it, and your EA account that is entitled to the game connects to the server.

That is more important than it is in the library. I just want to get you in the game first and make sure it keeps loading you in.

Are you referring to repairing the client or the game? I can't see a repair option for the client, but when I launch the game and get it appearing in the library again, I can see the Manage > Repair option there. After repairing the game itself and restarting the app, the game is missing again. 

At the moment, the game sometimes won't launch when I open the exe file, but when I quit and try again it seems to fix itself. So for the moment I'm able to get the game running, thank goodness. 

I cancelled my EA Play subscription in February 2023, so I'm not sure how that works. Unless I'm misunderstanding something.

Thank you so much for your help Shepard, I know how frustrating it can be on your end too when there are such niche technical difficulties. 

@3lcia So when EA Play came out, some of the older game entitlements would get deactivated because EA Play was new and a lot of updates to things like the online pass for some reason were altered when EA Play ended.

I can see you own the game, and I can see that you should be able to play it. I can fix it it, it will just take time and see what works. If you can please just uninstall it and delete all the folders

As for the repair, don't worry about that one. I just need the game removed and all folders deleted. We are going to do a fresh install of a fresh game.

I've uninstalled the game now and checked my EA folders for any remaining Inquisition folders, so you should be good to go. The good news is once I launch the game from my taskbar it seems to remain in the library until I log out and back in of the app. I've been playing the game for the last two days without much issue.

Glad to see we're getting somewhere! Sorry this is taking so long to resolve, the time difference means I can only reply to you once per day.

@3lcia That is good. The time difference can be crazy too. Let us know if it stops working though and we can take a look. Hoping you get to just play until DA: TV releases!