Re: Stuck on logging in

Hi EA Support

I also have this issue. I installed via Steam and once the game loads and it asks you to click to continue. A popup displays saying 'logging in' and just sits there (see attached screenshot). There is no error message.

I've attempted various fixes suggested on forums, such as, disabling in-game overlay, checking graphics drivers, DirectX, etc are up to date, running game as an administrator, AND uninstalling the game and reinstalling it, but no luck.

It's odd because it hasn't connected with my EA desktop app and does not appear in my library, like other EA games installed via Steam (See other screenshots), which I think is the issue. As you can see from my EA library, it shows the games as 'Steam', if installed from there, so this indicates an software issue, to me, either in the game or with the EA desktop app. 

Please can you advise on this as there's not much that can be done on the end user side, if this is the case.

Many thanks.

Same problem for me, i've buyed today the game on steam, deluxe edition, after played and finished the demo on steam, but when i launch game i'm stuck at the menu, it keep saying access in progress , and remain there after minutes, in the demo all was ok, can u please help? 

Hi @EA_Illium again

I have done some further testing and have the following information..

I installed the game on my Steam Deck to see what would happen. Granted the game is not supported on Steam Deck and crashed almost immediately, but it DID connect with the EA app after I confirmed my identity with a code, and I was able to start a new game. Therefore, there must be an issue on the PC with the integration between the game and the desktop app.

Both EA Background Services and the EA Desktop app are running, however, there seem to be multiple occurrences of 'EA' running. Is this normal? (See screenshot)

Many thanks.

I suggest trying a few different things....

One, go into task manager and close all EA and steam tasks, then restart both EA and Steam as adminstrator privileges.  Test to see if the game functions.

Second, clear the license folder and see if the system will then connect to each other.

• Make sure EA app and Steam are closed.
• Press the Windows key and "R" at the same time.
• Type or copy and paste "%ProgramData%\Electronic Arts\EA Services" (without the quotes) into the new Window > ENTER
• Move the "License" folder to your desktop.
• Test both games.

If neither of these help, maybe posting an updated DxDiag file so we can see if there is an issue with your PC, either hardware or crash info....

Hi @mcsupersport 

Thanks so much for responding and suggesting some things to try. 

So, I did try to close the erroneous EA tasks, however, they just reappeared. At that point, I completely uninstalled the app and reinstalled again directly from the EA website. 

The license folder is a good shout that I should have thought of, and I'll try this alongside running the all apps as an administrator. 

I didn't see anything glaring in the DxDiag, but in the meantime while I try the above, the latest version is attached. 

Thanks again.

@mcsupersportNo luck, I'm afraid. When I remove the license folder and attempt to run the game, it is not recreated, so it must not be connecting. I ran Mass Effect to test afterwards and the folder was recreated straight away.

On the plus side, I have managed to obtain 2 trading cards for just opening and closing the game so many times 😃

The way I see it, your issue is as you surmised, and it is that Steam hasn't told EA App that you actually own the game and it should then be unlocked on your EA account.  The problem comes into why this is happening...

Now I did find in Steam Forums:  Second post down is the relevant one to look at...... 

In the second post down, the poster indicated an issue like yours and the fix for them was to uninstall EA app, go to the EA website and unlink their steam account, then RE-install EA app and on initial startup it should prompt to link steam account and thus relink your accounts.  That fixed it for that poster.

If you wan to try the above, then good luck, otherwise, you may wish to chat with official help over at EA Help.  I am thinking @EA_Illium may want to look into this a bit more....

Edited to add:   Were the other EA games bought before or after Origin app turned into EA App??  Wondering if it was a migration issue in this case......

hi @mcsupersport 

Yes, I think so too, which I was hoping it wasn't. Normally, I can fix these kind of issue by myself by looking at forums etc., but this one really stumped me as I could tell it wasn't an issue with my setup as it's literally the only game that I have a problem with (including other EA games). I'll give the unlinking/relinking a go. I previously had an issue with the Jedi games as well, but that was to do with an outdated version of the EA app, but I don't hold much hope as no license was created for Immortals, whereas it was for Mass Effect.

Hopefully @EA_Illium or someone else from EA will be able to weight in on this. 

I really appreciate you trying to help though.

Thanks again.

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@mcsupersport wrote:

Edited to add:   Were the other EA games bought before or after Origin app turned into EA App??  Wondering if it was a migration issue in this case......

---

Hi @mcsupersport 

Apologies, I forgot to include that all the games were purchased after the migration to the EA Desktop app, so I don't think that is an issue. 

Hi @EA_Illium 

Please could we have some assistance from you or another EA representative.

It seems to be a widespread problem and lots of people are reporting it in Steam. 

Many thanks.

Hey @benltan 

Apologies on the delay, I've looked over your recent updates on this thread and I'm not sure if the issue lies with the game itself not sending something over or the clients. 

You out right purchased IoA via steam, versus a subscription like EA play correct? If so, what is your EA ID you use with the EA app? 

I have the game on steam so I can see if I can get this to pop up for me. 

In the meantime, can you also try the following if you haven't...

1. Uninstall the EA app
2. Run something like CCleaner for your PC
3. Restart your device and run Steam as an admin
4. Verify the IoA files and try to launch as an admin
5. seeif it prompts to install EA app or if it repeats this issue..

If the issue continues, reinstall the EA app manually from here (run the installer as admin). Check once more if this keeps up. 

Hi @EA_Illium 

Many thanks for your reply. 

Maybe my assessment of the issue wasn't completely correct, but it does seem like there is an issue connecting with EA, whether that be an issue locally, in the game or the EA app.

I've actually been through the steps detailed below already, but I will try again just to make sure. 

For your reference, I've also tested it on another machine (as well as the Steam Deck), with the same result. 

I just find it strange that it's the only EA game that I have bought through Steam that doesn't work. Other forums have suggested it might be because it's an EA Origins game, so not sure if that's a factor?

As previously mentioned, in a response to another user, the license isn't updated when launching the game and when I log into my account through a browser, it doesn't show the game as linked there either (which I wouldn't expect if it hasn't been able to 'log in'.

My EA ID is the same as my Steam: benltan

Many thanks

Hi @EA_Illium 

Apologies for responding again. 

A user posted in Steam that they had fixed the issue using the following steps:

-

I FIXED IT! Guys, do the following, report back if it worked for you:

1 - Press WIN + R and type APPDATA on the dialog
2 - Go to LOCAL folder
3 - Delete, or move to desktop (so you have a backup in case it does not work) the following folders (the ones you have of course): EAConnect_microsoft, EADesktop, EALaunchHelper, Electronic Arts

Launch the game, it will ask for you to login on your EA account, and thats it. Done.

-

This did not work for me, but I did notice that the EALaunchHelper folder is missing (after a clean install with admin permissions). Is this a problem?

Hey @benltan 

Thanks for trying those steps, and giving the additional information. 

I tested this on my account last night and ran into it as well, However after updating my PC and restarting I haven't been able to get this to happen again. 

After the restart I just had to launch IoA and sign back into my EA account. Can you confirm you have the latest windows updates? 

If so does your EA account have Two-Factor Authentication enabled on it? 

Hi @EA_Illium 

Thanks for your quick response. 

Hmm, that's very strange. If you couldn't replicate the issue, I wonder what the cause was. It would be useful to find out so that if there's a specific update that is causing issues, we can make the community aware. 

I check daily for updates, so it was up to date as of 10pm last night, but I've just checked again and there are a few more. Nothing for Windows itself, just for .NET, which I'm just installing now. 

My EA account has 2FA on it.

I'll install these updates and restart and report back.

Many thanks

Hi @benltan 

Thanks for sharing an update, and really glad to hear you were able to get in. 

Honestly, It's not clear to me if something with IoA was not communicating correctly or if the hiccup was with the EA app gettting/sending the correct information to log in to your EA account and play. 

I've already passed this on to the IoA team to be aware, to confirm the game should be good from here but if anything changes please let us know. 

Also, to confirm I do not believe IoA is set up to show within the full EA app as a game you own on Steam. Only certain EA titles on Steam will do that. However that is feedback we have shared with our EA app team. 

I hope you can enjoy Aveum from here, and be on the look out for HDR and FSR coming to IoA. 

Cheers!

Hi @EA_Illium 

We got there in the end. I’ve shared my success on Steam, so hopefully it will help some other people too. 

I’ve since quit the game and restarted it without issue. 

I don’t know if @kdavid1215 wants to close the ticket, as he’s not been back since it opened.

Thank you for all your help. It’s great appreciated. 

Hi,

I tried all the tricks in this post, because I also had a problem with logging in Immortals of Avenue, but nothing helped (deleting data from %appdata%, starting the game as administrator).

Only after removing the EA App completely (I also removed everything from EA in AppData manually just to be sure It's clean) and verifying the game files was I prompted to log in after starting IoA.

I have to prepare a review of this game, so I don't want to mix anything up for now, but I haven't yet dared to reinstall the EA App and check if the game works properly with it.

I saw on the Steam forum that someone managed to start up the game while being completely offline, but I didn't try that.

Pawel

Hi @Great_on_Deck 

Thanks for your post. It is definitely a strange one. As I mention, I’m completely confused as to why it suddenly started working. It seems to be different for everyone, although, once the initial connection with EA is established, it seems to be ok. I have been running the game with the EA app without issue since. 

I hope that the devs can pinpoint the issue. The game itself is great (in my opinion - I know there’s some division in that area), but most people tend to be put off straight away if they run into these kind of issues, and while I understand the need for them, launchers always cause issues, in my experience. I don’t think there’s a single EA game where I’ve NOT had to do some fiddling around under the hood. 

If you do figure out the exact cause, please do share if you can. It’s bugging me that I don’t know why/how it fixed itself! 😂

Many thanks.

Hey Everyone, 

I wanted to give an update we are looking into this further. 

I've seen it mentioned here that uninstalling the EA app, then launching IoA will sometimes allow you past the Logging in screen. 

Can anyone confirm if they uninstalled the EA app, then tried to launch IoA if the EA app client was automatically reinstalled? 

Thanks!

Hi @EA_Illium 

I believe this is what I experienced. I certainly uninstalled it and reinstalled it several times, but the the only way I could get past the login screen was when it wasn’t running when I started the game, and then by opening it when on the login screen. 

Hope this helps.

Many thanks