@EA_Kent I tried this solution a couple days ago. I was previously using CloudFlare's DNS (1.1.1.1) and switched it to Google's DNS (8.8.8.8). It did not solve the problem.
I happen to have a background in IT and I believe this is a server-side issue. Here's what I've noticed:
If you run nslookup on cdn.arkoselabs.com you should get the following results:
Server: dns.google
Address: 8.8.8.8
Non-authoritative answer:
Name: cdn.arkoselabs.com.cdn.cloudflare.net
Addresses: 2606:4700::6812:1940
2606:4700::6812:1840
104.18.24.64
104.18.25.64
Aliases: cdn.arkoselabs.com
It's clear that cdn.arkoselabs.com is an alias for cdn.arkoselabs.com.cdn.cloudflare.net. Now try running an nslookup on the actual host name (which Madden 20 also uses when the verification prompt appears). You should get the following:
Server: dns.google
Address: 8.8.8.8
Non-authoritative answer:
Name: cdn.arkoselabs.com.cdn.cloudflare.net
Addresses: 2606:4700::6812:1840
2606:4700::6812:1940
104.18.24.64
104.18.25.64
So right off the bat we can see that the primary IPv6 host is different for the alias and the actual host name.
Now open your browser and navigate to cdn.arkoselabs.com, it redirects you to HTTPS and the page resolves. If you inspect the SSL certificate it shows that the certificate was updated on 07/01/2020 which happens to coincide with the time these issues began for PC users.
Now navigate to the actual hostname (cdn.arkoselabs.com.cdn.cloudflare.net) and you'll get an error which states DNS resolution error. CloudFlare's explanation is:
"something is wrong with this site's configuration. Usually this happens when accounts have been signed up with a partner organization (e.g., a hosting provider) and the provider's DNS fails."
Furthermore, this page cannot be loaded with HTTPS and the following error appears:
"This site can’t provide a secure connectioncdn.arkoselabs.com.cdn.cloudflare.net uses an unsupported protocol.
ERR_SSL_VERSION_OR_CIPHER_MISMATCH"
Finally navigate to ssllabs.com and enter each of the hostnames. For cdn.arkoselabs.com the grade is capped at B and it shows that TLS 1.0, 1.1, 1.2, and 1.3 are supported. However for cdn.arkoselabs.com.cdn.cloudflare.net it gives the error "Assessment failed: Failed to communicate with the secure server." If you scroll down on the page is says "No secure protocol supported. Possibly this server only supports a draft version of TLS 1.3"
This leads me to conclude that the issue is caused by the following problems:
1) There is an issue with the provider's DNS. If you run a who.is on arkoselabs.com you'll find that they use AWS Route 53 as their DNS provider.
2) There is an issue caused by the SSL protocol. This is supported by the fact that Chrome and ssllabs.com both report protocol errors.
3) There is an issue caused by the renewed SSL certificate. Perhaps a mismatch between the CloudFlare edge server and the backend server.
Community ManagerThank you for the help Kent!
The verification puzzle began working properly today. Thanks for your help @EA_Kent.
Community ManagerWhat was the fix? This is happening to me in MUT 21 for the past 2 days, can’t even play! So frustrating.
Please help!!
Community ManagerHey @WhatupSlime,
Are you still running into the same issue with the verification puzzle? If so, can you let me know which platform you're playing on?
/Kent
I’m on PC via origin, I deleted the temporary files, saw that as a fix on here and that let me solve the puzzle but then it banned me from the auction house!! I’ve spent way too much money and played the game the right way for this to happen. I since deleted the companion app from my phone and that fixed it! But wow I have to delete something I use a lot to play the game I pay for? Kinda ridiculous imo.
Never mind. Just logged back in and The auction house is locked again. Absolutely ridiculous.
Community ManagerHey @WhatupSlime,
Thanks for following up.
When you've got a chance please reach out to the Terms of Service team so they can review that Auction House ban. Unfortunately that's not something we can investigate here on Answers HQ. They'll need to see if it can be overturned.
You can find more info on how to set up a case with them over at the EA Help website. The team will follow up with you via email as soon as they can.
/Kent
I have the same issue and EA help is useless. I am tired of this verification pop up dont even understand why someone would link such stupid thing useless ea and their games are useless
Hey @EA_Kent I have this issue and i've tried everything in the book from reinstalling various ways, using a different administrator account, switching the DNS, restarting everything. Any suggestions? Ive talked to your reps on the phone like 6 times over the past 6 days and no help so far.
Community ManagerCommunity ManagerHi @DREWSTRASH,
I'm sorry about the delayed reply on this. Are you still running into the same issue when you're trying to sign in? Is it still asking you to solve the verification code? If so, could you share a screenshot of what you're seeing when it comes up?
/Kent
I'm having the same issue. I can't even play the game anymore, because its happening everytime I open the game. Waste of 60 dollars at this point.
Community Admin
