"App not starting" issue

Imagine having worse customer service than Ubisoft. To relegate the topic to forums instead of attempting to deal with the problems individually. Phone companies handle millions of clients on a personable basis every day, but a "Triple A" Publisher making billions of dollars a year can't even do the basics.

Hi Tygronn,

Sorry to hear you’re running into this issue, and that live support wasn’t able to help.

You mentioned that you’ve already gone through all the usual steps for basic troubleshooting and that this seems like a larger issue. If it were something widespread—like an "App not starting" issue—we’d likely be seeing many more reports, but that doesn’t seem to be the case right now.

To help narrow things down, could you list exactly which troubleshooting steps you’ve already taken? Let’s make sure we’re on the same page before diving deeper.

Not to come off as rude but you need not look further than the front page to see plenty of topics on this same issue and googling shows it's not a recent bug but something that seems to just trip over time or something. I don't see how that doesn't count as "many more reports" also accounting for the fact that a majority of people are going to look here, see it says the same unhelpful copy paste troubleshooting and not waste their time making their own thread. Tbh I mostly came here to vent my frustrations, but if you're willing to play ball let's play. 

As for what I've done I've done about every combination of uninstall, download new installer, run that. Or repair this time. Or uninstall, reboot, reinstall. Or repair and reboot. Including using revo uninstaller which tbh I'd like to never have to install again as I don't really trust it and despite the negativity Microsoft gets these days the built in tools do the job just fine without issues. Revo didn't fix the issue anyway. And yes I've made sure Windows is up to date. I'm on Windows 10 Pro for what that's worth, I'm not switching to 11.

Pretty much the only thing I haven't done is reinstall Windows itself and that's not an acceptable answer. 

Event viewer shows that the app has crashed, in the report it mentions a dll file "ntdll.dll" but looking up related issues to that looks like I'll only make things worse by trying some solutions people have said around that. 

Hey Tygronn​, you're not coming off as rude at all — no worries! 🙂

And just so you know, we do have the tools to check whether something is a widespread issue or only happening in specific scenarios (like certain configs or setups). For those really rare cases, that’s where manual investigation comes in — and that's exactly also one of the reasons why we're here. 😊

Now, back to the actual issue! You mentioned the app isn’t starting — just to clarify, do you mean when you double-click the EA app shortcut, you briefly see a loading icon but then nothing happens? And when that happens, does the app show up at all in the system tray (bottom right of your screen)?

Also, could you check the Task Manager to see if any EA-related processes are running in the background when you try to launch it?

If you don’t see anything, it might be that the shortcut isn’t actually launching the app. In that case, could you try creating a new Windows Administrator account on your machine (steps here: https://support.microsoft.com/en-gb/windows/manage-user-accounts-in-windows-104dc19f-6430-4b49-6a2b-e4dbd1dcdf32 ) and see if the app starts properly from that account? That could help us rule out any user-specific settings or software conflicts that might be affecting your main profile.

Actually, they don't look at issues at all, I mentioned too many times that EA app doesn't launch the FC25 after updating. Online chat couldn't help and then they removed my forum post!!!
EA_Leeuw This is wasting  time and money for your customers. why we can't launch the game that we paid for that?????

Ardalan25​. Please don't try to hijack/derail the thread. Thank you. 

From a first start, more on that in a second, there'll be a window that says "connecting to the EA app". That shows for just a couple of seconds and then disappears. If I watch the Task Manager during this it will show some background processes with the EA name and logo, along with the EA Background Service and then the EA processes will disappear leaving only the EA Background Service. The logo then goes away to show the generic icon and then sometimes the EA process will also disappear and sometimes it stays, either way the EA Background Service continues.

I have tried to re-open the app both with the EA Background Service and without, the only real difference is when I don't end the process first clicking on the EA app shortcut does not show the "connecting" screen. If the "EA" process was left behind it will leave behind a new one for each time I attempt to open the app.

Sometimes, maybe each time it's just super quick, the "EA" process will say "Suspended" next to it briefly.

Since I also thought about it, the entire text in the Event Viewer error is as follows

Faulting application name: EADesktop.exe, version: 13.443.0.5956, time stamp: 0x67fd4368
Faulting module name: ntdll.dll, version: 10.0.19041.5438, time stamp: 0xab0dece3
Exception code: 0xc0000374
Fault offset: 0x00000000000ff3c9
Faulting process id: 0x14798
Faulting application start time: 0x01dbb0161c518f1a
Faulting application path: C:\Program Files\Electronic Arts\EA Desktop\EA Desktop\EADesktop.exe
Faulting module path: C:\Windows\SYSTEM32\ntdll.dll
Report Id: 4e13ebe0-d0bd-4ae2-a19a-2db5e266e072
Faulting package full name: 
Faulting package-relative application ID:

I just created a fresh admin account on here and tried to load the app, it does load and let me log in. So I closed it out > logged out of that user account > switched back into mine > opened the app > it actually launched. BUT then I went to delete the other user and it's back to the original behavior described above. Would really love to get it working with just my account, I don't really want another account sitting around. I don't have an easy way to move stuff over and clear my account to reinstate it fresh to the machine unfortunately. I really don't want to have to go through and reset my settings everywhere which is what i'll have to do by doing that.

i found solution
Search intel driver assistant.

I tried everything before and i downloaded this and on the page it said i had 4 drivers to update including Intel graphics and audio driver. and after i updated the EAapp stopped crashing

Very condescending and it’s a very widespread issue just look at the forum page asking the same question terrible customer service 

Unfortunately not my solution. Everything's up to date, all drivers and Windows.