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shmellen111's avatar
shmellen111
3 years ago

EA App uninstalled, still thinks it's installed, therefore I can't re-install

Hey all. I'm at a complete loss and don't know what to do. I've tried everything from factory resetting my PC, clearing cache for apps and PC, no luck.

I've been trying to launch my Sims game with no luck. The EA App then crashed. I contacted the EA team for support when the app wouldn't restart. They advised I un-install the EA App, restart my computer and then re-install it.

Here's the problem.. the EA App, when I go to re-install it, comes up with the attached screenshot. I cannot re-install it, and when I click repair, it does absolutely nothing. I don't know what to do. It is NOT installed on my PC, I repeat it is not installed, but the app or my PC appears to think it is.. what can I do?? I'm completely stuck and have been at this for 9 hours now trying to figure it out!

bug
mac
pc

8 Replies

  • shmellen111's avatar
    shmellen111
    3 years ago

    Oh I'll be keeping it in mind, for sure! Threatening people?! Jeez.. I'm disappointed in EA. I've always been a fan of their games and was so looking forward to playing the new Star Wars release, but I don't know if I'll be giving them more of my money now. I've spend hundreds on games & DLC with them.. 

    Eventually got this sorted. Thanks to Microsoft! They were brilliant, took over my screen & got the issue fixed within 10 minutes!! I'd spent 9hours trying to get EA to help.. so that says a lot about their customer service, doesn't it? Microsoft were so friendly and helpful.. EA? Absolute rubbish (that's being kind!) 

    Thanks for your response anyway x

  • shmellen111's avatar
    shmellen111
    3 years ago

    @virtualbalboa_gg  they took over my screen through Quick Assist, found a file that was stuck within my control panel, got rid of it for me & it was that easy! The reason EA App was appearing as installed even though I'd uninstalled it, is because that file wasn't labelled as an EA file even though it was, so I didn't know I needed to delete it! EA were useless, Microsoft literally fixed it in 10 mins! X

  • EA_Shepard's avatar
    EA_Shepard
    Icon for Community Manager rankCommunity Manager
    3 years ago
    @shmellen111 Do you happen to know what file it was that they removed? Would like to have that and pass that along to the team so they can check that info.
  • shmellen111's avatar
    shmellen111
    3 years ago

    @EA_Shepard I have no idea.. I have emailed them to ask if they remember which file it was. Would've been nice if EA had actually done more than just dismiss my issue and refer me to Answers HQ where I still didn't really get any help..

  • EA_Shepard's avatar
    EA_Shepard
    Icon for Community Manager rankCommunity Manager
    3 years ago
    @shmellen111 Let me know if they reply back so I can send that on over. That could be the things we need in order to get that updated.
  • EA_Shepard's avatar
    EA_Shepard
    Icon for Community Manager rankCommunity Manager
    2 years ago

    @QuicheBoard This sounds like a registry file or a file that is installed that the specific PC doesn't have permission to delete. 

    I would wipe out the EA app, and use a trusted registry cleaner.

    Go into task manager, and disable all nonessential programs on start up.

    These are the steps I start with when there is a file that cannot be deleted.

    Delete Windows Temp Files

    • First, make sure you close as many programs as you can
    • Press the Windows key + R, go into the file explorer
    • Type in %temp%, and hit Enter
    • Delete everything it allows you to delete
    • Reboot the PC

    Optional Registry clean-up

    • install CCleaner (it's free) from here
    • Run Registry cleaner
    • Click review selected issues
    • Do you want to back up? No
    • Click Fix all selected issues

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