Forum Discussion

Community Manager

1 year ago

How to fix Error Code EC:10000 or EC:10500 in EA app?

Hey everyone, We've noticed some of you are still running into the "Something went wrong - There is a problem with your account" or "Something went wrong - Due to the effects of a particularly stu...

bug

mac

EA_Leeuw

Community Manager

2 years ago

~~Hello everyone,~~

I'm sorry to hear that some of you are still facing this issue. In most cases, this issue is related to local network settings or your internet service provider (ISP). To resolve the issue, you can follow the troubleshooting steps below:

~~Standard troubleshooting steps for the EA app (please click on "Spoiler" to reveal the info):~~

Spoiler

~~Check for other applications that may be limiting EA app or Game performance,~~
~~An EA app recovery (Clear Cache),~~
~~Repair or verify your game files (based on which client you are launching from),~~
- ~~EA app - Repair (My Collection > Tile Dots > Repair)~~
- ~~EGS - Repair (Library > Tile dots > Manage > Verify)~~
- ~~Steam - Verify in your library.~~

Check for other applications that may be limiting EA app or Game performance, An EA app recovery (Clear Cache), Repair or verify your game files (based on which client you are launching from), EA app - Repair (My Collection > Tile Dots > Repair) EGS - Repair (Library > Tile dots > Manage > Verify) Steam - Verify in your library.

~~Connection & Administrator troubleshooting steps for Windows (please click on "Spoiler" to reveal the info):~~

Spoiler

~~Connection:~~

~~Connection and Advance Connection Guides,~~
~~Untick the options in LAN Settings (make sure nothing is checked under Proxy Server),~~
~~Change DNS settings (You can use the public Google DNS primary: 8.8.8.8, secondary: 8.8.4.4),~~
~~Change TCP/IP Settings,~~
~~Set up a Static IP,~~
~~Check date/time is correct in Windows,~~
~~Try a new Windows User Account,~~
~~Reset Windows Host File,~~
~~Flush DNS:~~
- ~~Click “Start” and type the word “Command” in the Start search field. Finally, right-click the command prompt icon and select the option to “Run as Administrator”,~~
- ~~In the open prompt, type “ipconfig /flushdns” (without the quotes), and press the Enter button on your keyboard,~~
- ~~You should receive a message of your success as confirmation when the cache is cleared.~~

~~Administrator:~~

~~Check date/time is correct in Windows,~~
~~Change UAC Controls within Windows,~~
~~Try a new Windows User Account,,~~
~~Reset Windows Host File,,~~
~~Change UAC Controls within Windows,~~
~~Run the System File Checker tool and check for Windows and GPU updates,~~
~~If you are playing on a laptop, default your game to the high-performance GPU,~~
- ~~AMD Settings~~
- ~~Nvidia Settings~~
- ~~Windows Settings~~
~~Guide for Troubleshooting Graphics issues,~~
~~Install/Repair your VC++ files for the game (Microsoft VC++ Link),~~
~~Download and update DirectX,~~
~~Put your device in a Clean Boot and launch the game,~~
~~Try the Game in different Compatibility settings,~~
~~Remove any over-clocking or undervolt settings or software and check if the issue persists.~~

Connection: Connection and Advance Connection Guides, Untick the options in LAN Settings (make sure nothing is checked under Proxy Server), Change DNS settings (You can use the public Google DNS primary: 8.8.8.8, secondary: 8.8.4.4), Change TCP/IP Settings, Set up a Static IP, Check date/time is correct in Windows, Try a new Windows User Account, Reset Windows Host File, Flush DNS: Click “Start” and type the word “Command” in the Start search field. Finally, right-click the command prompt icon and select the option to “Run as Administrator”, In the open prompt, type “ipconfig /flushdns” (without the quotes), and press the Enter button on your keyboard, You should receive a message of your success as confirmation when the cache is cleared. Administrator: Check date/time is correct in Windows, Change UAC Controls within Windows, Try a new Windows User Account,, Reset Windows Host File,, Change UAC Controls within Windows, Run the System File Checker tool and check for Windows and GPU updates, If you are playing on a laptop, default your game to the high-performance GPU, AMD Settings Nvidia Settings Windows Settings Guide for Troubleshooting Graphics issues, Install/Repair your VC++ files for the game (Microsoft VC++ Link), Download and update DirectX, Put your device in a Clean Boot and launch the game, Try the Game in different Compatibility settings, Remove any over-clocking or undervolt settings or software and check if the issue persists.

~~Thank you.~~

puravida666

2 years ago

Windows version and build number: 22H2, Build 19045.3086
EA app version: unsure, I can't even install the app anymore
The region you're from: USA, West
Are you using an internal or external drive to play your games? Internal
Are you using an HDD or SSD? SSD
Date this issue started: Still happening, noticed this on July 1st
Other error(s)? Before uninstalling the app and running myself into a bigger hole, I originally could not download any DLC. I got the error "something is wrong, try again later". Attempting to repair also got me this error message. Tried to uninstall Sims 4 and reinstall: couldn't reinstall due to the same error again. Tried to uninstall and reinstall the EA app itself: "installation timed out". I really think this is an EA issue and not an internet issue. I don't know what to do, and I'm stressing over this even though I shouldn't

ETA: added DxDiag text

DxDiag.txt117 KB