Chat Started: Wednesday, January 03, 2024, 14:36:26 (+0530)
Agent Agent C
( 4s ) Agent: By continuing, you consent to the monitoring and storing of this conversation, including with an EA vendor, subject to the terms of EA’s User Agreement [
https://www.ea.com/legal/user-agreement ] and Privacy and Cookie Policy [
https://www.ea.com/legal/privacy-and-cookie-policy ].
Thank you for contacting EA HELP, my name is Agent, may I start with your first name please?
( 54s ) Me: My first name is Me, hi Agent
( 1m 22s ) Agent: Hi Me, hope you are good today! Please elaborate your concern, I'll be glad assisting you.
( 2m 44s ) Me: Ive both a game (Jedi Survivor) but I am unable to install it as i am in some downloading loop. Its download fully but after reaching 100% it starts again from scratch. I tryed reinstall your app (EA APP) and reseting cache but nothing helped.
( 3m 3s ) Me: happened in total around 15-20 times (donno exact number as it was runing whole night)
( 3m 26s ) Me: the end of download you can see in the gif I attached to this case (its screen recording)
( 3m 50s ) Agent: As I am able to understand your concern is that you
are unable to install the game on your EA App, please correct me if I am wrong.
( 4m 22s ) Me: yeah exactly, it never finishes and downloading again and again
( 4m 39s ) Agent: Thank you so much for sharing your concern, please do not worry you are at the right place, I am here to help you and I assure you I will give my best to resolve your issue as early as possible.
( 4m 41s ) Agent: Could you please confirm your registered email address which is associated to your EA account?
( 5m 12s ) Me: address asociated with my account is [edit: email address removed]
( 5m 26s ) Agent: Thank you for the email address.
( 6m 16s ) Agent: Could you please allow me a 2 to 3 minutes to check with my resources for your issue?
( 6m 34s ) Me: sure feel freen I will be on the line
( 6m 57s ) Agent: Thank you for confirming.
( 10m 47s ) Agent: Thank you for waiting. I appreciate it.
( 11m 1s ) Agent: I will be sharing some troubleshooting steps with you which will resolve this issue quickly.
( 11m 29s ) Me: Ok I am ready
( 12m 25s ) Agent: Please follow the link below to perform platform specific troubleshooting:
https://help.ea.com/help/ea/ea-desktop/troubleshoot-game-download-install-load-issues/( 13m 20s ) Me: already done those steps withou success cos found this guide before
( 14m 35s ) Agent: Just to confirm, have you restarted your PC after you cleared cache of the EA App?
( 16m 11s ) Me: I removed app (full uninstall), then rebooted, then tryed download and tuck in the loop. In next attemp Ive done cache removal, reboot, downlload and fail. I tryed even combination of both via ramove cache, uninstall, reboot, install, remove cacehe, reboot and try to download ans till nothing
( 17m 34s ) Agent: Thank you for confirming that you have already done those steps. It seems like a bug which is causing this issue. No worries, I'd need a small help from your end in this case to resolve this quickly. Would you do that for me?
( 18m 9s ) Me: sure thats why I am this chat 🙂
( 18m 13s ) Agent: I will quickly send a link with you, I'd request you to please use that to report this issue on our forum so that this can be highlighted to our specialist teams right away.
( 18m 15s ) Agent:
https://answers.ea.com/t5/Bug-Reports-Technical-Issues/bd-p/ea-app-bug-reports-en( 21m 20s ) Me: so, you are telling me to create post on the forum where similar posts already are for months unsolved?
( 22m 16s ) Agent: I'll also be raising this issue from my end with the concerned teams with strong notes from my end. I will be mentioning everything in my notes that you have shared with me.
( 28m 5s ) Agent: Are we still connected? Please confirm as the chat is idle from last 4 minutes and in case we do not receive any response from your end within next minute it will get ended automatically. Please respond.
( 28m 12s ) Me: yeah we are
( 28m 17s ) Me: I am creating that post
( 31m 40s ) Agent: Let me know once you create the post.
( 33m 36s ) Me:
https://answers.ea.com/t5/Bug-Reports-Technical-Issues/Download-loop/m-p/13364656#M43377( 33m 40s ) Me: here is that post
( 33m 51s ) Agent: Thank you for your co-operation.
( 34m 52s ) Me: hoppefuly it will be solved within ours, or I have in plan tommorow refund a game (cos when I saw number of complaining people without EA respons for months I will not risk loosing my money)
( 34m 56s ) Me: just letting you know
( 36m 14s ) Agent: This issue is now highlighted with the specialist team and will be resolved soon.
( 37m 5s ) Agent: Apart from this, is there anything else I can help you with, I would love to do that.
( 37m 58s ) Me: Ive got nothing else
( 38m 21s ) Agent: Thank you for contacting EA Help. It was pleasure assisting you today. Have a great day ahead.
Chat Ended by: Agent
Chat Duration: 39m 1s
