Forum Discussion

3 years ago

"You Don't Have Access"error in EA app & games stuck on Preparing in downloading

I'm unable to download games or play already downloaded games. If I try to play already installed games I get the error 'This title may have been downloaded to your device by another user who owns the game. Log in to a different account or restart the app to try again' and If I try to download a game it's stuck on Preparing. I don't have any external AV. I Turned off windows defender but it didn't make any difference. My EA play membership is going to waste what am I suppose to do. These games use to work fine on Origin but since updating to EA play nothing works.

bug

mac

19 Replies

624p6gdcdi7o
3 years ago
@EA_Darko Hello, It's been 24 hours still no update?
EA_Darko
Community Manager
3 years ago
Hey @624p6gdcdi7o please keep in mind that we are human and as such we get our weekends and at time even get some additional time off.

AHQ is a global community focused on players helping players, if you require direct 121 support you can speak with our live support team.

Your DxDiag shows a number of errors, the best thing to do is go ahead and run System File Checker tool to repair missing or corrupted system files:https://support.microsoft.com/en-ie/help/929833/use-the-system-file-checker-tool-to-repair-missing-o...

If the issue continues please make a new Windows Admin account and try there.

Let us know how you get on.

Darko
Ho3n3r
New Veteran
3 years ago
@624p6gdcdi7o It's a shame that you are getting the usual run-around which is the norm here.

Anyway, I was trying it from the desktop icon and was getting the same error. I opened the app and I can open it from the in-app launcher with no issue.

Try that and see if it helps.
624p6gdcdi7o
3 years ago
@Ho3n3r Thanks for the advice but I'm unable to launch game from app because app considers game as not installed when I try to download game it's stuck in preparing although game is installed already.
624p6gdcdi7o
3 years ago
@EA_Darko Followed all the instructions got this message Windows Resource protection found corrupt files and successfully repaired them. Also created new user still same issue. ☹️
EA_Darko
Community Manager
3 years ago
Can you do an updated DxDiag @624p6gdcdi7o?

Darko
ynwgemini
3 years ago
@624p6gdcdi7o I am having the same problem I hope someone can fine the answer, I've been locked out of my game for a week now
ynwgemini
3 years ago
@ynwgemini update: i got in. It looks like when i switched users on my windows laptop somehow i made myself a "standard user" instead of the admin to i went to switch it in my settings, restarted everything, and finally got into my game. I don't know if it will help you but it helped me.
XReady-n-Waitin
3 years ago
its ea theyre * useless take your money quick enough but dont give customer support