Forum Discussion

Aegix_Drakan's avatar
Aegix_Drakan
3 years ago
Solved

EA APP "Temporarily Lost Connection" Error after login, 100% of the time.

Product: The EA app
Platform:PC
Error Report ID (learn how to create an Error Report ID in the sticky post) I cannot provide one. The Error Reporter suffers an unspecified error whenever I try to submit an error report!
Which client functionality are you experiencing this bug with? Launch Game
When did this happen? (dd.mm.yy hh:mm) 23.03.23
Summarize your bug The EA App immediately gives me a "Temporarily lost connection" after login, 100% of the time.
How often does the bug occur? Every time (100%)
Steps: How can we find the bug ourselves? Log into the EA App. The error happens 100% of the time after opening the App or logging in after a re-installation.
What happens when the bug occurs? After logging into the EA App, I see a "Temporarily lost connection" screen, which does not go away. I am unable to access any of the games I have purchased.
What do you expect to see? After logging into the EA App, I should be able to access my purchased games.

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Additional information
- I am using a Wired Internet Connection. The internet is working perfectly well and is not the source of the problem.
- If I fully uninstall the app and reinstall the app, it asks me to log in, which works... But then it IMMEDIATELY gives me the "Temporarily lost connection" error afterwards

- The EA Error Reporter App suffers an unspecified error when I try to submit a bug, 100% of the time.

I have tried the following things to fix the issue:
- Tried running the repair application.
- Tried fully uninstalling and re-installing the App.
- Tried running EA desktop as Administrator.

- Tried running my games directly as Administrator.

- Tried Validating the Game Files through Steam.
- Tried making exceptions in my Firewall (Kaspersky) for the EA app, as well as temporarily disabling my antivirus when running the app.
- Running the app directly.
- Running the game directly.
- Running the game through Steam in every one of the Online/Offline modes.

None of these have worked.

I have spent over 5 hours (Across 3 evenings) trying to run the app so I could play Mass Effect Legendary Edition, and literally nothing has worked.

What is the ETA for the Launcher app being fixed? Because currently, the EA App is completely unusable for me, and from my online search, for what seems to be about 10% to 20% of users.

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

    So, it's been about a month that I've had this issue and got no reply from any of the technical support people here...

    Well, nevermind.

    I managed to finally fix the issue while fixing another issue (discord not updating) when Discord's technical support people talked me through where to look for potentially corrupted Drivers, and found the problem.

    If you're using Kaspersky as an antivirus, their VPN service has a driver called kaspersky security data escort adapter #2 That seems prone to randomly getting corrupted even if you never use the VPN at all (and reinstallation doesn't fix it), and somehow THAT interferes with only some software connecting to the internet, one of which is EA's App.

    Having forcibly disabled that part of the software since I never use the VPN anyway, NOW the app actually works.

    Thank you to Discord's Technical support team for their prompt response that helped me fix the issue for me.

6 Replies

  • Aegix_Drakan's avatar
    Aegix_Drakan
    3 years ago

    So, it's been about a month that I've had this issue and got no reply from any of the technical support people here...

    Well, nevermind.

    I managed to finally fix the issue while fixing another issue (discord not updating) when Discord's technical support people talked me through where to look for potentially corrupted Drivers, and found the problem.

    If you're using Kaspersky as an antivirus, their VPN service has a driver called kaspersky security data escort adapter #2 That seems prone to randomly getting corrupted even if you never use the VPN at all (and reinstallation doesn't fix it), and somehow THAT interferes with only some software connecting to the internet, one of which is EA's App.

    Having forcibly disabled that part of the software since I never use the VPN anyway, NOW the app actually works.

    Thank you to Discord's Technical support team for their prompt response that helped me fix the issue for me.

  • k1o1q2mw0be0's avatar
    k1o1q2mw0be0
    New Scout
    3 years ago

    I have been having this problem for a while now and I'm beyond frustrated. 

    I have tried most of the recommended fixes:

    - turned off AV and firewall completely

    - deleted and re-installed the app

    - closed as many other programs and background apps that I could

    - restarted PC; restarted modem

    - I have a really good high speed internet connection and I am very close to the router. Everything else for my internet works, it's not me. That is confirmed.

    - tried changing  TCP/IP settings

    I did not try this: Run the System File Checker tool then Check for Windows and GPU updates 

    I checked the link and have no idea what I'm supposed to do.  The steps for this start as :

    1. Open an elevated command prompt. To do this, do the following as your appropriate:

    2. If you are running Windows 10, Windows 8.1 or Windows 8, first run the inbox Deployment Image Servicing and Management (DISM) tool prior to running the System File Checker.  (If you are running Windows 7 or Windows Vista, skip to Step 3.) 

    I have no idea what that means. What is the inbox Deployment Image Servicing and Management tool? This is way beyond my computer understanding...I didn't think I needed to be a computer expert to play The Sims. I'm gonna need better, basic instructions for this. 

    I try to log onto EA app a couple times per week, and about 1 out of 5 times, after trying a few different things, it works. When that happens I do repairs and clear cache and all. Doesn't help, as next time I try to use it, once again I get the same problem. The same fix doesn't work every time and it always seems to be just random luck when I actually get it to work.

    After a half hour or so of trying I tend to give up and just not play most of the time, and I'm wondering why I'm paying for games and content I cannot play when I want.

    Is EA doing something about this? Why can't I play my expensive purchased games offline? Like if my internet was down for a day or if I was traveling and had shoddy internet, I should still be able to access games I have downloaded on my PC. 

    Can we please get some clarification on what EA is doing so that we can access our games offline so we don't even have to worry about this mess of a problem?

  • Aegix_Drakan's avatar
    Aegix_Drakan
    3 years ago

    Okay, so I'm not sure how you don't know which antivirus you're using (since you'd have had to install it to have one)... So I can't help you there...

    But to check on the corrupt drivers, press the Windows symbol in the bottom left of your taskbar, and then type "Device", then select the "Device Manager" that shows up in your search.

    Then, check if any of your "Network Adapters" in there have any exclamation marks (!).  Try fixing those drivers if there are any.

  • swathish19's avatar
    swathish19
    3 years ago

    I tried disabling it in Device Manager, no change. So I uninstalled it, still no change. 

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