FC 26 ultimate edition not launching

I purchased the game a few weeks back. I have not been able to play as it does not launch properly. The screen is black with the ea sports sound the an avatar of a player appears and is frozen and then a screen with the background of the stadium with nothing else appears. After that nothing else happens. I’ve contacted EA and through the chat with the technical advisor I was not able to make it work after trying several troubleshooting options.