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opposingsolo6's avatar
opposingsolo6
3 years ago
Solved

The EA App is Stuck On Preparing

Hello, If anyone can help me that would be amazing! 2 days ago (after not playing for months) I tried to open up the Sims 4 in Origin when I saw that I had to switch over to the EA app. When I s...
bug
mac
pc
  • 916b440868cdef5's avatar
    916b440868cdef5
    2 years ago

    So my daughter had this same / similar problem. I'm going to tell you the solution we found, but first let me say the fact that no one from EA or elsewhere posted this as a solution as it almost appears as if it should be a known issue is pathetic, but typical and expected from EA.

    Anyways here it is. We had the problem on her computer with a Sims 4 update just being stuck on "Preparing" forever. As in hours. No progress no error, it was just stuck there. We tried reboots, we tried clearing cache, etc... nothing worked.

    FInally I poked around in the app settings and found a check box / slider bar to enable automatic downloads and downloads in background. Immediately after enabling both it went from preparing to downloading and the update installed successfully.

    Why would you need this on? Doesn't make sense. Why would manually selecting to update with these settings off cause it to fail? No idea, and it doesn't make sense. But crappy software works in crappy ways.

    I don't know if this will work for others, but it worked for us despite making no sense and after hours of frustration and annoyance.

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

Again, agents dont always see the ban on their end if its done from the studio side of things. I am more than happy to provide steps that may help but with the errors you pointed out, "restricted" means either you on your PC don't have permissions, or your EA account does not have permissions. So we would need screenshots of any any all errors you are getting in order to to begin to try and resolve this one with you.

iDontTouchGras9's avatar
iDontTouchGras9
2 years ago

ok well for starters when i go to download the game using my account its just stuck on preparing download to eventually just come up with download error.

i have got the game donwloaded already but when i try to launch the game it gives me the error "you dont have access to this game, someone else may have downloaded this title" and that about where my issues are at the moment.

  • EA_Shepard's avatar
    EA_Shepard
    Icon for Community Manager rankCommunity Manager
    2 years ago

    @iDontTouchGras93 Do you happen to have more than one drive on your computer? 

    • iDontTouchGras9's avatar
      iDontTouchGras9
      2 years ago

      So i only have obviously c drive and d drive that's all.. if you like I can provide you sine screen shots of everything I have come across ? Appreciate your help tho 🙏 as pretty much had no help what so ever thus far. 

      • EA_Shepard's avatar
        EA_Shepard
        Icon for Community Manager rankCommunity Manager
        2 years ago
        @iDontTouchGras93 Okay so you have two different drives. If the app(s) and games are not installed on the same drive they need to be.

        If they are installed to the same drive, and the default directory was not changed when the game was installed we would need screenshots of these errors yes.
    • Manoj10's avatar
      Manoj10
      2 years ago

      Hi @EA_Shepard , facing the same issue, bought EA play membership recently and tried downloading FIFA22 on my machine, it just loops on preparing screen on the EA app, and at the backend I checked this file EABackgroundService log file located at C:\%ProgramData%\EA Desktop\logs, I have found out that there is some sort of http send request failed error at the start that says  this :

       ERROR (eax:😕ervices::reportHttpRequestFailure) HttpRequest send failed: url[https://split-evaluator.juno.ea.com/client/get-treatments-with-config?key=client-id&split-names=Skyfall_Achievements%2cReduce_Duplicate_Install_Progress_Message%2cKnown_Version_Patching&attributes={"bucket":81, "appVersionMajor":12, "appVersionMinor":179, "appVersionBuild":0, "appVersionRev":5436}] code[99] msg[]

      and also this error that says:

      ERROR (eax:😕ervices::reportHttpRequestFailure) HttpRequest send failed: url[https://service-aggregation-layer.juno.ea.com/graphql?query=query getServerTimestamp { unixTimestampSeconds }] code[99] msg[]
      50 [2023-05-11T09:41:03.358Z] PID: 13532 TID: 16468 WARN (eax::apps::determineTransportStatus) [Telemetry] Http request failed. Status: 595. Not retrying
      51 [2023-05-11T09:41:03.358Z] PID: 13532 TID: 10016 ERROR (eax::apps::queryServerTime) unixTimestampSeconds query failed with 595. Response =
      52 [2023-05-11T09:41:03.358Z] PID: 13532 TID: 16468 INFO (eax:😕ervices::TelemetryDispatcher::Impl::logTelemetryEvent) Telemetry Event: [{"authenticated":false,"criticalOffline":true,"criticality":false,"disableCulling":false,"enabled":true,"offline":false,"params":{"category":"IS","ecode":1,"estr":"Storage file doesn't exist","src":"decrypt"},"taxonomy":"user.cache.erro","throttleCount":0,"timestamp":"2023-05-11T09:40:59.282","weight":0.0}]
      53 [2023-05-11T09:41:03.358Z] PID: 13532 TID: 10016 WARN (eax::TrustedClock::Impl:😛rocessServerFnResult) [clock] attempt to sync server time failed: attempts[16]
      54 [2023-05-11T09:41:03.000Z] PID: 13532 TID: 16468 INFO (eax:😕ervices::TelemetryDispatcher::Impl:😕end) Telemetry event discarded due to stochastic culling: [user.cache.erro]

      Product: The EA app
      Platform:PC
      Error Report ID (learn how to create an Error Report ID in the sticky post): c3801c5a-9f29-460c-9348-adca1186bb82
      Which client functionality are you experiencing this bug with?: EA App
      Please describe download/ launch/ repair game/ add to libary (FIFA 22)
      When did this happen? (dd.mm.yy hh:mm) 11/05/2023
      Summarize your bug: Unable to download any game on EA app which i have purchased from EA play membership tried downloading FIFA 22 on my machine it is stuck on Preparing screen forever
      How often does the bug occur? Every time (100%)
      Steps: How can we find the bug ourselves? Attaching the Log file in this case, please refer that
      What happens when the bug occurs? I cannot download fifa 22
      What do you expect to see? Being able to download the game i have payed subscription for

      have checked my wifi connectivity found no issues there, checked with antivirus and firewall to see if it was blocking any connection and found no issues there either, have also double checked to see if my machine was using any VPN or proxy but thats clean too, have even gone onto uninstall the antivirus and disable the firewall completely to check if that solved the issue, but no still get the same sort of error in the log file and on the EA app screen it just keeps on looping over the preparing screen

      • EA_Shepard's avatar
        EA_Shepard
        Icon for Community Manager rankCommunity Manager
        2 years ago

        @Manoj10 Thanks! Can you try the following for me?

        Right click the EA App on your desktop and run as admin and when you log in, go into settings and change the download speed to the highest it has which should be 20MBs

        Then run through this for me as these are typically what prevents that.

        Nvidia

        Delete Windows Temp Files

        • Press the Windows key + R, go into the file explorer
        • Type in %temp%, and hit Enter
        • Delete everything it allows you to delete
        • Reboot the PC

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