Purchased game, download error, cleared cache, game not in library anymore
Product: The EA app
Platform: PC
Windows version: Windows 10 22H2
Error Report ID (learn how to create an Error Report ID in the sticky post) afdc68cf-6f38-48f0-9f9c-b6ca75c38184
Which client functionality are you experiencing this bug with? Library
When did this happen? 2024-06-29 23:10 UTC
Summarize your bug
I purchased Dead Space (the new version). It showed up in my library and I tried to download it, but I got a persistent Download Error. Following the steps to fix those, I cleared the EA App's cache.
After that, the game no longer showed up in my library, but is instead listed as available to purchase again. I've since tried uninstalling the EA app, rebooting, then reinstalling the EA app, and cleared the cache two more times, but the game remains as not in library.
EA Help support staff have checked and found no issues on the account, and advised opening a bug on the forum. I have checked the purchase history on my account and the purchase is listed as completed.
The game is listed as being owned by me when looking it up on the EA Help website, and I've confirmed the purchase order is listed as completed.
It may or may not be relevant that I'm also being hit by the "log in again every time EA app exits even though remember me is enabled" bug.
How often does the bug occur? Every time (100%)
Steps: How can we find the bug ourselves?
Purchase game.
Try to download game, be hit with Download Error.
Clear app cache.
Game is no longer in library after app restart.
What happens when the bug occurs? When looking for the game in my library, the game is listed as being available for purchase, with the price I already paid for it.
What do you expect to see? The game should be in my library.
Further information:
I'm attaching two screenshots; one is Dead Space as listed in the EA app, purchasable, the other is Dead Space as listed on the EA Help website, as being owned already.
And yes, I'm aware of the difference between Dead Space (2008) and Dead Space (2023), this isn't a mix-up on my part.
This issue has been resolved (either resolved itself or been resolved without feedback by staff) overnight; the game shows up in my library and I can now successfully download it.
