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Cantiras's avatar
Cantiras
Hero (Retired)
6 days ago

EA app entitlements are wildly inconsistent (sometimes missing dozens of games)

My EA app library frequently is missing entitlements.

  • In Example 1 from March 13 (Example 1 link), you can see that EA app detected 1 installed game (I have 4 installed), and only detected 11 additional games in my library.
  • In Example 2 (Example 2 link), also from March 13 (immediately after restarting EA app after Example 1), you can see that EA app detected 4 installed games, and an additional 93 games in my library (this is closer to accurate, but I need go back through my years' worth of entitlements to figure out which, if any, games are missing at this point; I know some like Anthem and Knockout City have been removed from everyone's libraries since those have been taken offline, and I am not disputing the absence of those few multiplayer-only titles, as lamentable as their absence might be; the issue is that I am having a large number of single-player games not show up in my library at times).
  • In Example 3 from March 16 (Example 3 link), EA app detects 4 installed games, and an additional 81 games in my library (when EA app has entitlement issues, it is usually closer to showing 80-ish of my 100-ish games, as opposed to only showing a dozen or so titles).

These are all games for which I have purchased licenses (i.e., this is not from an EA Play subscription, although I have had one in the past). When these games are missing, they aren't grayed-out in my library, they are completely absent from my EA app library. Pressing Ctrl+F5 does not fix it. In my experience, giving EA app several minutes does not result in the missing titles loading in, only restarting EA app (temporarily) fixes it. Restarting EA app once usually fixes it (until it occurs again in a subsequent login session); sometimes it requires one or two additional restarts before displaying accurately. EA app is the only client with which I experience this. I would not say I am encountering this 50% of the time, but it is a frequent occurrence. Is this entitlements inconsistency between EA's servers?

I have a dynamically-assigned IP address. I am currently using my ISP's DNS service, but I have used Google and Cloudflare in the past, and it had no bearing on this issue. I am not experiencing any network disruption (Ethernet), and I am using a legitimate installation of Windows 10 Pro 64-bit (with the latest Extended Security Updates installed), and I've encountered this issue well before Windows 10 was EOL. It has been happening randomly since the release of EA app. I have also had EA app (I would imagine server-side) clear out my wishlist. I do not have EA app set to open at startup (EA services do run though, e.g., EABackgroundService).

  • Clearing EA app's cache does not prevent this issue.
  • Running System File Checker does not fix this issue.
  • I have already added antivirus and firewall exceptions for EA app [EADesktop.exe, EALauncher.exe, EALaunchHelper.exe, EABackgroundService.exe, EALocalHostSvc.exe, and EACefSubProcess.exe are the only EA app binaries I currently have exception rules for (no EA app binaries are blacklisted, but the aforementioned EXEs are the only ones for which I currently have whitelist rules), but I have previously created exceptions for all EXEs in %PROGRAMFILES%\Electronic Arts\EA Desktop, and it made no difference].
  • Turning off my antivirus suite altogether also does not alleviate this issue.
  • All ports listed at https://web.archive.org/web/20140929090241/http://help.ea.com/en/article/connection-issues-with-origin/ have been configured for port forwarding with my router, and my router has its latest firmware installed.
  • Clean booting my PC does not prevent this issue.
  • No VPN or proxy server is being used, nor is the computer configured for one.
  • I am not accessing EA app from different locales (i.e., traveling).
  • No DNS filtering tools are being used.

2 Replies

  • Cantiras's avatar
    Cantiras
    Hero (Retired)
    2 days ago

    March 21: Only 85 games show up; 2 installed (correct), 83 additional in library (incorrect; missing titles). Fixed (temporarily) with two EA app restarts (the first restart didn't fix it).

    After the second EA app restart, I also reinstalled Mirror's Edge and Mass Effect: Andromeda, and both games still refuse to launch, giving the error code, "Failed to launch the game. An error on our end caused the launch to fail. Try again a little later."

    EA app is providing a pretty abysmal customer experience, and if I didn't have games and DLC on it that aren't available from other digital distribution platforms, I would tell EA to jettison the whole thing. As it is, I'm at the mercy of this poor excuse for a launcher.

  • Cantiras's avatar
    Cantiras
    Hero (Retired)
    4 days ago

    March 18: Only 85 (≈ 87% of) games show up; 4 installed (correct), 81 additional in library (incorrect; missing titles). Fixed (temporarily) with EA app restart.

    Sometimes when this happens, it affects DLC but not the base game. I.e., if The Sims 4 is present, sometimes some of the owned DLC is missing. I've never launched The Sims 4 when EA app fails to detect ownership of DLC to see if the DLC is also missing in game (I restart EA app instead).

    Tangentially, when combing through my library, I noticed Mass Effect: Andromeda states "N/A owned" in terms of game edition. I pre-ordered the limited-time Super Deluxe Edition. Out of curiosity I downloaded Mass Effect Andromeda, and when I attempt to launch it, I receive the error message, "Failed to launch the game. An error on our end caused the launch to fail. Try again a little later." I'm also getting this error message for Mirror's Edge.

    Edit: Again on March 18: Only 88 games show up; 2 installed (correct; I uninstalled 2 of the 4 previously installed games); 86 additional in library (incorrect; missing titles). Fixed (temporarily) with EA app restart.

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