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Iglicaaa's avatar
Iglicaaa
Seasoned Novice
10 days ago
Solved

I just bought the game, and i cant play it!

Bought the game on Steam, linked my EA account, and clicked play. The game starts to load, the window says launching game and it disappears. A second later, a smaller window appears saying: an unexpected game shutdown was detected, and it gives me an error code 0xFFFFFFF. After that, I tried to submit a ticket on the EA Help page. I submitted it, but I don't get any email confirmation, nor does it appear when I go to my cases tab. I think I've tried everything: deleted Vanguard, deleted Faceit anti-cheat, repaired the game files, reinstalled the EA anti-cheat, updated Windows, went to services.smc to turn on something on automatic, I've asked Gemini, I tried everything I could, and it is still the same...

Please, guys, HELP ME!!!

pc
steam
  • Iglicaaa's avatar
    Iglicaaa
    7 days ago

    EA_Barry​ 

    Hey, there is some progress.
    I did a clean boot and disabled all startup apps, then rebooted and re-enabled everything, and my game worked, but by some coincidence my headset was not working properly, so I rebooted the pc once again, and the game wouldn't work again. Now I'm gonna disable startup apps one by one and see which one causes the problem. If that's the problem, I'll edit this post and tell you if I got the game working. Thanks for the advice. I'll get back to you.

    EDIT: I did it!!!! It was the portmaster core service. I turned off services one by one until my game and headset worked. It was a service called PORTMASTER CORE. I've had Portmaster for a long time; it never caused any problems, but now it has. Thank you for all the advice and for your time wasted on this stupid problem. Enjoy your day knowing you made someone happy!

10 Replies

  • EA_Barry's avatar
    EA_Barry
    Icon for Community Manager rankCommunity Manager
    10 days ago

    Iglicaaa​ 

    Please generate a Dxdiag report and post that here. We may be able to suggest some troubleshooting steps using the info in that file. 

    DXDIAG

    Thank you. EA_Barry.

  • EA_Barry's avatar
    EA_Barry
    Icon for Community Manager rankCommunity Manager
    9 days ago

    Iglicaaa​ 

    Thanks for the file. Some troubleshooting: 

    1. Download Display Driver Uninstaller (DDU) and the latest WHQL AMD Adrenalin driver. Boot Windows into Safe Mode, run DDU to wipe existing AMD display drivers, reboot normally, and install the clean driver package.
    2. If you are running AMD Radeon Software tuning, AMD Expo, or MSI Afterburner profiles, revert your GPU core, memory clocks, and power limits to factory default settings.
    3. In AMD Adrenalin Software, disable features that hook into rendering such as Radeon Super Resolution (RSR), Radeon Anti-Lag, and Radeon Boost. Also disable the EA App in-game overlay.
    4. If you are using an Insider/preview build of Windows, consider reverting to a regular retail build.

     

    Let us know how you get on with these steps. Thank you. EA_Barry.

  • Iglicaaa's avatar
    Iglicaaa
    Seasoned Novice
    9 days ago

    Hey, just did everything you said, I even double checked every setting after installing the latest drivers, and when I first tried to open the game I didn't get the unexpected shutdown window, the game didn't even open, everything just closed including the EA app, I tried to open the game again a minute later, and I got the window again...

    If there is anything more I can do, please tell me. I am well-educated about PCs, I can try anything. Thanks!

    EDIT: just tried to force use different directx and it didn't help...

  • EA_Barry's avatar
    EA_Barry
    Icon for Community Manager rankCommunity Manager
    9 days ago

    Iglicaaa​ 

    Some more troubleshooting steps: 

    1. Press the Windows Key, type cmd, right-click Command Prompt, and select Run as administrator. From the command prompt, run the following commands:
    2. DISM /Online /Cleanup-Image /CheckHealth
    3. DISM /Online /Cleanup-Image /ScanHealth
    4. DISM /Online /Cleanup-Image /RestoreHealth
    5. sfc /scannow
    6. Reboot and retry playing

     

    Let us know if you see any change after these steps please. Thank you. EA_Barry.

  • Iglicaaa's avatar
    Iglicaaa
    Seasoned Novice
    8 days ago

    EA_Barry​ 

    Hey just tried it, I had hope cuz everything was successful and some files were repaired, but it didn't fix it, I can ask my friend to give me his account, maybe it's something about my account?

    Thanks, and if you have any more solutions, I'm open to trying anything. 

  • electronizer11's avatar
    electronizer11
    Rising Newcomer
    8 days ago

    Been an issue since early access pal personally they say there fixing it but I dont see it happening all these solutions they giving u they gave me and its not still not working its there end not ours sorry to say it pal but you might have just wasted £50

  • Iglicaaa's avatar
    Iglicaaa
    Seasoned Novice
    7 days ago

    EA_Barry​ 

    Hey, there is some progress.
    I did a clean boot and disabled all startup apps, then rebooted and re-enabled everything, and my game worked, but by some coincidence my headset was not working properly, so I rebooted the pc once again, and the game wouldn't work again. Now I'm gonna disable startup apps one by one and see which one causes the problem. If that's the problem, I'll edit this post and tell you if I got the game working. Thanks for the advice. I'll get back to you.

    EDIT: I did it!!!! It was the portmaster core service. I turned off services one by one until my game and headset worked. It was a service called PORTMASTER CORE. I've had Portmaster for a long time; it never caused any problems, but now it has. Thank you for all the advice and for your time wasted on this stupid problem. Enjoy your day knowing you made someone happy!

  • EA_Barry's avatar
    EA_Barry
    Icon for Community Manager rankCommunity Manager
    5 days ago

    Iglicaaa​ 

    Excellent, thanks for coming back to post your solution! I have marked it as a possible solution for others who may be using the search function. Thanks again, EA_Barry.

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