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aStrayBanana's avatar
aStrayBanana
3 years ago
Solved

Collection not loading; Errors when logging in/installing games [March 16, 2023]

Product: The EA app
Platform:PC
Error Report ID (learn how to create an Error Report ID in the sticky post)
Which client functionality are you experiencing this bug with? Other (Please Describe)
Please describe all my games are gone.
When did this happen? (dd.mm.yy hh:mm) 16/04/2023
Summarize your bug Opened EA App today to have to relog in, took forever and wasn't taking my normal username password at 1st. Once I got into my account all my games are missing and nothing loads.
How often does the bug occur? Every time (100%)
Steps: How can we find the bug ourselves? By doing your job and investigating?
What happens when the bug occurs? See summary, what is the point having a section to summarize the bug then ask what happens when the bug occurs?
What do you expect to see? My games, obviously.

‌

A few weeks ago I was part of the people forced away from Origin and onto EA App.  Right away I had some performance based issues when running certain games in the EA App but I was told by a customer services rep that that can't be possible as the EA App is without issues and has been tested thoroughly and they proceeded to direct me to sites on how to fix windows server issues ..
Today I open EA App to find I have to fight to login then when I get in all my games are gone.  This is NOT the 1st time this has happened to me, I went back to Origin because EA App removed my games before.

Please stop delivering halfcocked products. 

[Updating thread title for clarity and visibility]

bug
mac
pc
  • EA_Kent's avatar
    EA_Kent
    3 years ago

    Hi everyone, 

    It looks like the issues with the Collection not loading as well as the login errors should now be resolved. If you're still seeing an error when you're trying to install a game in the app, please try logging out and logging back in to see if that helps. 

    Thanks for being patient with us while we've been working to get this fixed! 

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  • devoteddgfan's avatar
    devoteddgfan
    Seasoned Novice
    3 years ago

    I did not lose anything but when I downloaded the new game it is missing a lot of stuff.  I don't know how they intend to fix this but I am lucky I can still play the game.  I will download my X-Box game tonight I hope no problems with that.  They also had problems a few days ago before I let the update come on.  I missed a whole day of playing because of that.

  • EA_Kent's avatar
    EA_Kent
    Icon for Community Manager rankCommunity Manager
    3 years ago

    Hi everyone, 

    It looks like the issues with the Collection not loading as well as the login errors should now be resolved. If you're still seeing an error when you're trying to install a game in the app, please try logging out and logging back in to see if that helps. 

    Thanks for being patient with us while we've been working to get this fixed! 

  • amyjane1994x's avatar
    amyjane1994x
    3 years ago

    What about the hundreds of people who pre-ordered who are currently stuck on 'Preparing' download?

    @EA_Kent wrote:

    Hi everyone, 

    It looks like the issues with the Collection not loading as well as the login errors should now be resolved. If you're still seeing an error when you're trying to install a game in the app, please try logging out and logging back in to see if that helps. 

    Thanks for being patient with us while we've been working to get this fixed! 

  • SJsStories's avatar
    SJsStories
    3 years ago

    I'd really like to know what's being done to correct the "preparing" issue. It's been two hours since I've started this process and nothing is fixing it. I've restarted my app, I've restarted my computer, I've logged out and back in, I've done the restart app and app recovery options. The pack released at 1pm... it's now almost 5pm. This isn't okay. 

  • stienike80's avatar
    stienike80
    3 years ago

    Can you please address the "preparing" issue? I've seen it mentioned in multiple threads and it keeps getting grouped in with issues it's not related to. This is it's own seperate problem that I hope gets fixed.

  • SharpBunny5's avatar
    SharpBunny5
    3 years ago

    Nope, still receiving download errors after being stuck on "preparing" for the last 3 hours 😕

  • Stavrikat's avatar
    Stavrikat
    3 years ago

    Hopefully, I took the day off today to play and i'm still unable to download it...keeps preparing. 

  • Stavrikat's avatar
    Stavrikat
    3 years ago

    What can I say I am working technical support for another software company so I'll just say that new software comes with issues 99% of the time...and I should have known better than hoping to play smoothly on the release date and time :P 

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