Re: [FIXED] EA app blank & unpopulated window

Agreed, we're all getting the same experience @PaPPaRaiNDroPs .

I'm hoping that the EA App team will be able to help us soon, as a ticket has been raised by @EA_Aljo.

Anyone else also experiencing the EA App blank window or EA App not launching issue I'd similarly encourage to drop a comment on this thread.

@EA_Aljo  any new update? 

@EA_Aljo I confirm updating yet again to the latest version as of this evening, and seeing no difference in the issue. A response from EA as to when they might be able to get to looking at this would be helpful. I also repeat my willingness to run beta versions and provide additional logging in order to help the devs.

@EA_Aljo , @PaPPaRaiNDroPs , @onesize_kingsize , @JawBone0 , @vaxutopia 

Hi All.

Having read elsewhere in this forum that others have experienced similar problems of a blank screen since September last year, I'm becoming increasingly disillusioned with the process of error reporting and bugfixing for genuine issues such as ours.

In an effort to help speed things along and raise the visibility of this issue, I've reached out to David Tinson, EA's Chief Marketing Officer in San Francisco, via Linkedin. I've provided a link to this thread and requested that he take into account we represent a segment of the customer base who are souring toward EA games due to the problems with the EA App.

I've requested in a show of active listening, that he arrange for one of the devs to comment on this thread so we can at least be assured they are taking the matter seriously.

I've again extended the offer of all of us being open to running beta software in order to generate debug information to assist the devs in finding the problem.

I'm hoping what I've said resonates with David and fits within his wheelhouse, which would mean he has the power to assist on the topic.

Best,

Marc

I posted a thread here earlier this week at the request of a chat agent, also after going through 4 chat agents. I am experiencing the exact same thing but with an invisible window. I can mouse over where the window is supposed to be and my cursor will change from a pointer to a click hand to a text cursor, depending on what it is hovering over.

@Grimscowl @Yes that’s the same issue. Thanks for adding your comment here. 

I had pretty much the same issue. Except mine was caused launching Battlefield 4 via EA with Battlelog.

I managed to fix it based on advice in another post, where someone suggested maximizing the invisible window rather than trying to move it(Like poster #5 suggested), and it actually resolved it for me.

@Lazerah thank you - I tried that solution, but the only way I could activate the EA App as a window with a visible frame was through the Windows 10 XBox Gamepass app, and clicking the "Explore the EA App" button. This launched the EA App as a contentless, transparent window, with a window frame that looked like a windows 7 frame, with the frame on all 4 sides and rounded corners.

Clicking to expand this window to maximise caused it to fill the screen and turn completely white, but it still didn't display any rendered UI elements.

Appreciate your note - it is, I think, one more indicator as to how EA App is not fit for purpose.

Best,

Marc

@EA_Aljo  any new update? 

Good Day

Please find attached my logs, 

On the latest app and still having the same issues. 

Kind Regards

Hi @EA_Leeuw thank you for posting the update. I'm still experiencing the issue and have attached my logs.

Hey all,

Our EA app dev teams have implemented some changes to the EA app client, aimed at improving their ability to diagnose (and hopefully address) the blank, unpopulated windows issues you've been encountering.

To manually check if you have the latest version of the EA app, kindly run the EA app Updater program. You can locate it either in "C:\ProgramData\Microsoft\Windows\Start Menu\Programs\EA" or "C:\Program Files\Electronic Arts\EA Desktop\EA Desktop."

Once you've confirmed that your EA app is up to date, please follow the provided How-To guide (link here) to collect new logs. Afterwards, please share the logs again with us.

Thank you in advance!

@EA_Leeuwthanks for your message, and also my appreciation to the devs for looking into this mystery.

Yes, I can confirm that I am running the latest version after checking with the EA App Updater, and can confirm I'm still experiencing the problem. The issue still occurs when launching EA App independently, and summoning EA App from the XBox Gamepass Windows 10 UI using its "Explore the EA App" function (which launches an empty windows-7 style window with rounded corners and a transparent interior).

My logs are attached to this message.

Good Day

Currently on the latest EA Desktop Version as requested to check.

Issue exactly the same.

Please find attached latest Logs. 

Kind Regards

Friedel Dean

Thanks for the extra logs, @PaPPaRaiNDroPs @MarcVRML!

Hi @EA_Leeuw 

Please find logs attached.

The app has been recovered, cache cleaned, uninstalled cleanly and reinstalled with no luck.

Thanks

Esspeecy

Hello everyone,

Our development teams have made some fixes to the latest version of the EA app client, which should resolve the issue you have been experiencing.

To check if you have the most up-to-date version of the EA app, please run the EA app Updater program. You can find it either in "C:\ProgramData\Microsoft\Windows\Start Menu\Programs\EA" or "C:\Program Files\Electronic Arts\EA Desktop\EA Desktop."

Once you have confirmed that your EA app is up to date, please try reproducing the issue again and let us know if you are still experiencing it or if the issue has been resolved.

If you continue to experience the issue, please follow the provided How-To guide (link: here) to collect new logs. Afterward, please share the logs with us again.

Thank you in advance!

@EA_Leeuw Excellent news - I've just updated and tested and now everything works correctly. Thanks so much for guiding this through the dev process, and thanks very much to your devs for figuring this out.

I had checked the EA App this morning for updates but didn't see anything, and the version I have was tested a few days ago and found to still have the problem. Is it fair to say that the issue was actually server-side? If so, then no wonder it was difficult to track down, as it must have involved more than one team at EA, and coordination of schedules is, I know, not the easiest thing when both have their own roadmaps to follow.

Huge shout out to the team. I will mark this issue as resolved once the option appears on the forum UI.

Thanks again,

Marc

Thanks @EA_Leeuw , although I don't tend to keep the app running, and haven't done during this process, just in case the glitch had a deleterious effect on the rest of the PC, unless of course there's an upgrade mechanism I don't know about. Either way, thanks again!

Working for me now! Glad I don’t have to click invisible buttons anymore. Thank you to all involved, especially Marco for being so persistent!

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@EA_Leeuw wrote:

Hello everyone,

Our development teams have made some fixes to the latest version of the EA app client, which should resolve the issue you have been experiencing.

To check if you have the most up-to-date version of the EA app, please run the EA app Updater program. You can find it either in "C:\ProgramData\Microsoft\Windows\Start Menu\Programs\EA" or "C:\Program Files\Electronic Arts\EA Desktop\EA Desktop."

Once you have confirmed that your EA app is up to date, please try reproducing the issue again and let us know if you are still experiencing it or if the issue has been resolved.

If you continue to experience the issue, please follow the provided How-To guide (link: here) to collect new logs. Afterward, please share the logs with us again.

Thank you in advance!

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@EA_LeeuwUninstalled, reinstalled, updated and still blank. Logs attached, along with a new screenshot against this post's background showing it's a new screenshot.

Thanks