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pixwl0's avatar
pixwl0
3 years ago

Ineligible to download games with EA Play Pro

Product: EA app
Platform:PC
Error Report ID (learn how to create an Error Report ID in the sticky post) 1eefe785-9595-47c4-b891-5ba4e62d63a1
Which client functionality are you experiencing this bug with? Download Game
When did this happen? (dd.mm.yy hh:mm) 05.05.22 15:30 (ACST)
Summarize your bug I am unable to download games, with a popout showing when I try. The popout says, "You are not eligible to play this game". I have tried with Xbox Game Pass (providing EA Play), and I have also tried after purchasing EA Play Pro.
How often does the bug occur? Every time (100%)
Steps: How can we find the bug ourselves? Attempt to download a game, with EA Play (or Pro). Experience the popout.
What happens when the bug occurs? It displays a popout, describing that I am ineligible to play the game, and cancels my action.
What do you expect to see? It downloads the game, with no issues.

‌

Attached is my DxDiag.txt, and a screenshot of the message when it appears.

bug
mac
pc

11 Replies

  • EA_Darko's avatar
    EA_Darko
    Icon for Community Manager rankCommunity Manager
    3 years ago

    Hey @pixwl0 this is often caused by a network or ISP issue, are you running a VPN of any kind?


    Darko 

  • pixwl0's avatar
    pixwl0
    3 years ago

    I do normally use a VPN, yes. However, I have tried turning it off with avail.

  • EA_Darko's avatar
    EA_Darko
    Icon for Community Manager rankCommunity Manager
    3 years ago

    Do you set your VPN to a different location than your home network location @pixwl0?

    If not can you try that now.

    Disable Changing Internet Explorer’s Proxy Settings:

    1. Type gpedit.msc in the Start menu’s search box and then press Enter.
    2. Navigate to User Configuration, Administrative Templates, Windows Components, and then select Internet Explorer in the left column of the Group Policy editor.
    3.  Double-click Disable changing proxy settings in the Settings section of the Group Policy editor.
    4. Select Enable and then click OK to save the changes.

    Let me know how you get on.


    Darko

     

  • pixwl0's avatar
    pixwl0
    3 years ago
    @EA_Darko Thanks for that! I'll give it a shot tomorrow as I'm unable to use my computer until then. I'll let you know how it goes!
  • EA_Darko's avatar
    EA_Darko
    Icon for Community Manager rankCommunity Manager
    3 years ago

    No worries @pixwl0, in the past this has 99 times out of 100 been fixed by using a different connection or VPN and then speaking with the ISP in question.


    Darko

  • pixwl0's avatar
    pixwl0
    3 years ago

    @EA_Darko Hey there! So sorry for the lack of updates. I have had no success with these steps. I'm still running into the same ineligible issue.

    Also, I am able to download free games (such as Apex Legends), and play them without any issue. It's only games with EA Play that I'm experiencing the issue with.

  • EA_Darko's avatar
    EA_Darko
    Icon for Community Manager rankCommunity Manager
    3 years ago

    Hey @pixwl0 for issues such as this you will need to speak with one of our phone or chat support advisers who will be able to advise you further. 

     

    You can contact our live support at help.ea.com.  

    To  speak with a chat or phone adviser:

    Click on your product EA App

    Then select 'PC

    Manage my Account'

    Finally, you can choose to begin a chat or request a call back.

     

    Darko

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