EA app does not install

Product: EA Desktop
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? Application Installer
When did this happen? (dd.mm.yy hh:mm) 17.03.22 12:28
Summarize your bug Running the EAappInstaller.exe does not install the application and it closes the UI but the process is still open in the background.
How often does the bug occur? Every time (100%)
Steps: How can we find the bug ourselves? Probably just run the installer
What happens when the bug occurs? Process hangs and won't install
What do you expect to see? The installation

‌

The log files end with

[69B8:6D28][2022-03-17T00:00:21]i000: EAXBA: OnError(errorType=BOOTSTRAPPER_ERROR_TYPE_ELEVATE, wzPackageId=(null), dwCode=577, wzError=(null), uiFlags=MB_OK | MB_DEFBUTTON1, cData=0, rgwzData=[], nRecommendation=1)
[69B8:6D28][2022-03-17T00:00:21]i000: EAXBA: Updating install status from The operation completed successfully. (00000000) to Windows cannot verify the digital signature for this file. A recent hardware or software change might have installed a file that is signed incorrectly or damaged, or that might be malicious software from an unknown source. (80070241)
[69B8:6D28][2022-03-17T00:00:21]i000: EAXBA: GetEngineVariable(VCRedist10X86InstalledVer): 10.0.40219.0
[69B8:6D28][2022-03-17T00:00:21]i000: EAXBA: GetEngineVariable(VCRedist11X86InstalledVer): 11.0.61030.0
[69B8:6D28][2022-03-17T00:00:21]i000: EAXBA: GetEngineVariable(VCRedist12X86InstalledVer): 12.0.40664.0
[69B8:6D28][2022-03-17T00:00:21]i000: EAXBA: GetEngineVariable(VCRedist14X86InstalledVer): 14.31.31103.0
[69B8:6D28][2022-03-17T00:00:21]i000: EAXBA: GetEngineVariable(VCRedist14X64InstalledVer): 14.31.31103.0
[69B8:6D28][2022-03-17T00:00:21]i000: EAXBA: GetEngineVariable(EAX_REPAIR): 0

Attached relevant logs to this thread (the 2 last ones for reference)

Just to clarify that i tried running as admin, removed anti-virus, downloaded a few more times, tried installing/running from different drives, nothing works. And no, my username does not contain unicode characters.

EA_app_20220317002255.log24 KB

EA_app_20220317002315.log22 KB

bug

mac

kc0rtez
4 years ago
Just to clarify here, support took too long and i solved this issue in a different way:
I installed EA desktop in another computer, figured out the temp folder it was downloading the actual installer (which i asked for with the support team but they denied providing me with), copied the installer to the machine with problems and ran it manually; Installation was successful and i was able to run EA desktop normally after.
Since then i formatted my machine and was able to re-install without issues but to any1 with the same problem:
Install EA desktop in a different machine
Navigate to %temp% folder
Order by date modified, open most recent folder (after running the ea desktop installer)
Check for a file with the name like EAapp-12.0.192.5129-826.msi (will depend on current build)
Copy this file to problematic machine and run it.
To EA: Please, if a customer asks for the manual installer via support please just provide it. Bureaucracy sucks for users as well for the company because as a customer you guys lost me, the only reason i still have ea desktop is because i pay xbox gamepass. I don't care if its your protocol to try to shove into ppl's throat your awesome online installer and stuff, just make things practical and don't make the customer pay for your inability to solve basic problems. Not everything needs a formal, convoluted solution.

25 Replies

EA_Leeuw
Community Manager
4 years ago
Hey @kc0rtez,

Welcome.

Can you try to download/install the latest VC++ packages from Microsoft for your platform (x86 or x64) & see if you're still getting the same error when trying to install the app?
https://support.microsoft.com/en-us/help/2977003/the-latest-supported-visual-c-downloads
_Etern1ty_165
4 years ago
Hello, I encountered the same error, tried to download the file that you sent, there is no error. How can I solve the problem with the EA app?
EA_Leeuw
Community Manager
4 years ago
Hey @_Etern1ty_165,

What kind of error do you get specifically?
kc0rtez
4 years ago
Just to clarify here, support took too long and i solved this issue in a different way:
I installed EA desktop in another computer, figured out the temp folder it was downloading the actual installer (which i asked for with the support team but they denied providing me with), copied the installer to the machine with problems and ran it manually; Installation was successful and i was able to run EA desktop normally after.
Since then i formatted my machine and was able to re-install without issues but to any1 with the same problem:
Install EA desktop in a different machine
Navigate to %temp% folder
Order by date modified, open most recent folder (after running the ea desktop installer)
Check for a file with the name like EAapp-12.0.192.5129-826.msi (will depend on current build)
Copy this file to problematic machine and run it.
To EA: Please, if a customer asks for the manual installer via support please just provide it. Bureaucracy sucks for users as well for the company because as a customer you guys lost me, the only reason i still have ea desktop is because i pay xbox gamepass. I don't care if its your protocol to try to shove into ppl's throat your awesome online installer and stuff, just make things practical and don't make the customer pay for your inability to solve basic problems. Not everything needs a formal, convoluted solution.
EA_Leeuw
Community Manager
4 years ago
Hey @kc0rtez,

I am glad to hear that you solved the issue yourself.

Judging by what you had to do in order to solve the issue, it sounds like there could be potentially other issues with the PC as well apart from the EA app itself. Almost as if it doesn't have default access to the files and folders.

Regarding your feedback; this is unfortunately not something the live support, or we here via the forums, can do. However I will make sure to pass the feedback on to the EA app teams. 🙂
kc0rtez
4 years ago
@EA_Leeuw Folder access was fine, i also made sure to run the installer as admin (to cover possible access problems) and judging by the error, it probably was something else. Since i'm a developer myself, i know my machine has all sorts of cursed configurations and things might not work here for a plethora of reason but the solution was really straightforward and i asked multiple times on the support chat for them to provide me with a manual installer so i could try solving the issue manually, but was denied every single time.

To be honest with you guys, i understand that outsourcing support makes it cheaper and more practical, takes the load off your backs and stuff but in this case it just won't cut it :/ The support might as well be a bot since they seem to be mostly indian and don't speak english very well and don't have either training nor room to work with the client because the only thing they are allowed to do is give you a scripted response, i can't even blame them because it seems like default big corpo modus operandi.

tl;dr: Took me a long time to solve a problem support could have helped me with in 5 minutes.
EA_Leeuw
Community Manager
4 years ago
@kc0rtez, gotcha. But unfortunately, as mentioned, providing the so-called 'offline installer' is unfortunately not something the live support, or we here via the forums, can do. As we do not have this.
VR01
3 years ago
When I find that file in the TEMP folder I see an “ EA_app_20220912111954_000_EAapp.msi “ but it’s a text document. How do I run that onto the other computer? If I click double click it it just brings up all the text in notepad. And when I right click there’s no option to run it.
EA_Leeuw
Community Manager
3 years ago
Hey @VR01,

An .msi file is no Text document. A .msi file is a Windows Installer file. If your PC marks this as a Text Document, it's better to check what could be causing this.
wilbartholomew2
3 years ago
The app will not install at all on my machine and it doesn't give me any error codes. It simply says the install failed and it sends an error report to the droids which is supposed to be funny I guess.