Hello EA_Shepard !
Thank you again for helping me. I followed the steps you wrote in your previous message, then I got my third chat with an advisor. He told me to clear EA Platform's cache. After two days of testing, I see an improvement, but I still cannot participate in multiplayer with who I want anytime or be joined by anyone. It's still random, it just succeeds more. The second advisor had told me to click on the game license before playing. It hadn't done much. It seems advisors don't know to fix that by themselves despite your note.
Third day after EA's advisor made me clear EA platform cache :
=> I played about 1h30
=> I was unable to join any lobbye
=> I got joined by three players for the daily platinum mission.
=> I got joined by two players on gold level who got disconnected a few times and finally gave up.
Now, what I saw for my three times with an EA's advisor is :
=> They do not consider and do not seem knowing a solution fixing by themselves only the impossibility to join coop mode in Mass Effect Andromeda.
=> Just after a chat with them, joining other players is nearly 100% successful. The 2nd day, it falls to 50%. The third day, is close 0%.
Final worlds : this game was fine during several years. It happened to me when I had to change Origin by EA Plaftorm. I wonder if people who subscribe for EA Play (3.99 EUROS/month) have it solved...^^
Community Manager@Laurent_7081 Yeah so that is incorrect. They absolutely have the ability to fix it on their end. I wrote the process for this issue and the same issue for Mass Effect 3. If you DM me your EA email or a case number I can notate the account with what they need to do. I just can't fix it myself since I am a Community Manager and not support. Can't verify the account info here.
Hello EA_Shepard, and happy New Year!
We can try a second time. The first time the advisor didn't chat about your note despite I told him and I showed him your message about it.
Case #163629393
Community Manager@Laurent_7081 Happy New Year!
I took a look at the case to see what I could find. I do not see anything wrong with the account or game. Can you do the following for me?
First, make sure the game and the app are installed on the same drive. If they are now, reinstall them to the same drive.
Delete Windows Temp Files
You can also delete the license files with the steps Here!
What you want to do is delete everything that may be conflicting and establish a new connection to the servers.
Hello EA_Shepard!
I exactly did all what you write on your last post, following the steps. It seems it worked well two days. So it was better than previously. Today, I cannot participate in any lobbies again. I wonder if I have to do these steps every day or two days to fix this problem...
I also wonder why you previously wrote : "They absolutely have the ability to fix it on their end. I wrote the process for this issue and the same issue for Mass Effect 3. If you DM me your EA email or a case number I can notate the account with what they need to do. I just can't fix it myself since I am a Community Manager and not support." Because, in the end, your proposition is fixing it all by myself. Anyway, thank you for trying !
Community ManagerHello EA_Shepard!
n°165835244. Same problem. I copied your answer. They didn't even reply. They do strictly nothing.
The problem appeared when I had to replace Origin platform by EA_Platform. I would not be surprised if the ones who got that solved also have EA Play. My thought is this : 'No more EA games for me'. It won't be a big loss for them, almost of my games are on other platforms. It won't be a big loss for me either.
Thank you for your help again. I won't try more. You are the only serious helper I got @EA!
Best regards
i am still having troubles with mine on pc saying missing online access but on my xbox one its working but not my pc version odd
I am having this issue as well. When i subscribed to EA Play on Steam and now cant access online. Have talked to support once but so far no help.
Edit: After 3rd time contacting EA chat i finally got this thing fixed, i am not sure what they did but as started above it was something with my account related.
Community Manager@curtrsim It's an entitlement issue with the game. PC and Xbox entitlements work differently. If the PC version is not working, you have to contact support so that they can resolve this one their end.
I'm having the same issue, losing my mind.
Tried every solution suggested. No seriously, every single solution suggested. Over 10+ live chats to no avail.
Very close to giving up and just accepting that EA have hijacked my game that I spent £49.99 on 7 years ago.
I'm at a complete loss for words, it would appear that you are legitimately EA's ONLY representative willing to help on this matter, not a single advisor wants to bother putting in the effort so they come back with the exact same "our game team is looking into this issue with top priority, it should be fixed soon" and then closing the case on me so that I have to restart and re explain the issue to every single advisor.
I worked in a really really bad call centre for a few months and even those guys had a more rigorous process for handling cases. This is genuinely the worst experience I've ever had with a customer support system.
Either way, I appreciate the work you're trying to do, just insane that you seem to be the one and only member of the community here for us all.
Cheers
Alex
See @GeerSticK post directly above.
@holger1405Many thanks, completely forgot to actually @ anyone
Community Manager@GeerSticK Hey, send me a DM with a case number if you have one. This is not something they are "looking into". The issue itself has been resolved. Its purely account related and has to be fixed as so.
I will take a look at the account and see what I can find out. For the moment, I would uninstall the game. Sometimes changes on the backend don't reflect the registry entry of your current install.
Cheers!
Hey @EA_Shepard again many thanks for the work you are doing here, you're a godsend. Sent you DM with a case number for one that was closed due to "people working on a fix".
I have attempted uninstalling and reinstalling both the game and the EA App very many times, also removing the license folder and clearing temp folders/EA app cache. I will however give it another go because it can't hurt haha.
Community Manager@GeerSticK Thanks! I am on it.
Can you run a repair on the game, and clear the EA app cache for me and then try to log in again and test it?
@EA_Shepard I will get on that now! Fingers crossed.
Community Manager@GeerSticK Thanks! If it does not work let me know hat happens!
@EA_Shepard [Removed] Shepard you've only gone and [Removed] done it again. I could kiss you.
I've been going back and forth for hours and you've just waved the magic wand and it's working.
So much love,
Alex
(CM Edit - had to remove language 😉)
@EA_Shepard I swear I tried those same steps like 3 or 4 times last night and this morning. I don't know how you did it but genuinely thank you.
You're a fantastic community manager.
Community Manager@GeerSticK That is fantastic. I've been working on these titles for almost a decade! I love this series so I'm glad it is working for you now!
I recently jumped back in just to break up the montatany of other games! There are very few things that still give chills other than when you become that Spectre!
Community Manager@GeerSticK Its quite alright! I get really excited about things too! I am just happy you get to jump back into the game!
Community Manager@GeerSticK That is exactly why i still play! You have characters you have spent countless hours investing in so it is hard to move away. Its dedication to a series! For most fans, we have spent countless hours over the years playing this! We want more, we want to keep saving the galaxy! We are apart of an amazing fanbase with amazing squads!
