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EA_Leeuw's avatar
EA_Leeuw
Icon for Community Manager rankCommunity Manager
2 years ago
Solved

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
pc
  • EA_Leeuw's avatar
    EA_Leeuw
    2 years ago
    RESOLVED TEMPORARY OUTAGE - Post Marked as Solution for Visibility

    Hi everyone,

    We experienced a temporary outage affecting some EA app services, causing some users to receive the EC:10000 error when trying to launch or log in. This issue was resolved around 10:30 am GMT+1 this morning.

    Thank you for reaching out in the thread.

    Previous accepted res.

EA_Kent's avatar
EA_Kent
Icon for Community Manager rankCommunity Manager
2 years ago

Hi everyone, 

For those of you in Norway, we're hoping you can help us out by sharing a bit more info with us. 

First, we'd like to see what happens if you try visiting any of the following URLs. Click on the spoiler tag below to see the links: 

Spoiler

https://eaassets-a.akamaihd.net/resource_signin_ea_com/551.0.20240521.214.dd7d72ad413c/p/ui/core/js/jquery-1.8.3.min.v_1716257766.js

https://eaassets-a.akamaihd.net/resource_signin_ea_com/551.0.20240521.214.dd7d72ad413c/p/ui/core/js/jquery.origin-ux-elements-new.v_1716257766-min.js

https://eaassets-a.akamaihd.net/resource_signin_ea_com/551.0.20240521.214.dd7d72ad413c/p/ui/core/js/jquery.origin-layout.v_1716257766-min.js

What happens when you click on each of those three links? Do you see a login screen? Do you see any text? Are you getting any errors? Please let us know!

We're also hoping that you could share some more detailed connection info when you're trying to access any of those links above. Grabbing a HAR file from Google Chrome will give us more info to dive into. 

For more info on how to find the HAR file, follow these steps on the Google Support website: 

Capture web session traffic

Once you have the HAR file, please open a case at the EA Help website and attach the file to your case. For more info on how to set up a case check out the EA Help website. 

Include "#NorwayAHQ" in your case, which will help us keep track of the files.

NOTE: Please do not attach your HAR files directly to this thread on AHQ. 

Thank you everyone for your patience as we've been looking into these reports. The information you've shared with us so far has been helpful, and we appreciate you working with us to get this figured out! 

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