Forum Discussion

2 years ago

Solved

[Resolved] We Could Not Activate Mass Effect 3 2012 Edition Error

Bought the game on Steam, it installed nicely and also shows up in Origin (with a little Steam icon on it).

When I try to run the game, the launcher opens up and gives me this message:

Auf diesem Computer konnte Mass Effect 3 nicht für das angegebene Origin-Konto aktiviert werden.
Bitte überprüfe deine Seriennummer, um das Spiel auf diesem Computer für dein Origin-Konto zu aktivieren.

Rough translation: "Can't activate"

There is a "Enter Serial number" button, when I click that, I get another message:

Es wurde festgestellt, dass der Computer derzeit offline ist. Stelle eine Verbindung mit dem Internet her, um das Spiel auf diesem Computer zu aktivieren, indem du dich mit deinem Origin-Konto anmeldest.

Rough translation: "You're offline. Log in to Origin to activate the game."

I already spend two hours in the support chat (case # 147003802), but they send me only to a different problem (https://answers.ea.com/t5/Other-Mass-Effect-Games/mass-effect-3-activation-error/td-p/7677596) which doesn't fix mine.

Anyone can help?

(cm edit - updated title, merged threads)

EA_Shepard
2 years ago
Issue Resolved. Accepting as a solution for visibility purposes.

Hey Commanders,

Just wanted to say a big thank you for keeping us updated on the issue.

Mass Effect via Steam and the License Key Error

The EA app dev teams have released a new update for the EA app. This update includes fixes that should solve the problem of Mass Effect via Steam asking for Product Keys when the game is launched via Steam.

We'd really appreciate it if you could check if your EA app is up to date (at the time of writing, the latest version is 13.55) or try manually updating it using the steps provided here.

Mass Effect via EA app and the License Key Error

If you're playing Mass Effect via the EA app and you're also running into the License Key Error, please follow these steps:

Open Windows File Explorer and copy/paste this 'URL' into the address bar: C:\ProgramData\Electronic Arts\EA Services\License.

If you can't copy/paste this 'url', you can enable the "View hidden files and folders in Windows" option via these steps and navigate to the folder manually.

In the "License" folder, where you should be if you've followed the above-shared steps, check if you can see a file called "71067.dlf".

If it's there, delete this file and launch the game again. The game should now work.

If the problem persists, please keep following the steps below and report back to us in the thread.

Thanks a bunch in advance!

If you continue to experience the issue

If you continue to experience the issue, please provide the following details (please click on "Spoiler" to reveal the info):

Spoiler

Windows version and build number (Press Windows keyboard button + R > Type “winver” (without the quotes), and press the Enter button on your keyboard),

EA app version (EA app > Top-left Hamburger Menu > About),

The region you're from,

Are you using an internal or external drive to play your games?

Are you using an HDD or SSD?

Date this issue started (is it still happening?)?

Other error(s)?

If possible, share a screenshot of the Error Code or provide a recording of how exactly the Error Code presents itself (you can use YouTube or Streamable to share these),

Please share a DxDiag,

IMPORTANT:

Please share an EA app Error Report ID. Steps can be found here on how to generate this ID.

If you cannot open the EA app, you can still generate an Error Report ID by following the steps mentioned underneath the section called "I can't open the EA app".

Please share logs of the EA app, by either creating a .rar file of them and adding them to your post,

The EA app logs can be found in C:\ProgramData\EA Desktop\Logs & C:\Users\%username%\AppData\Local\Electronic Arts\EA Desktop\Logs.

None of the requested data contains any PII (Personal Identifiable Information).

This issue can be the result of a variety of root causes (please click on "Spoiler" to reveal the info):

Spoiler

You are logged into the wrong, not Steam x EA app connected, EA account in the EA app,

Your purchase didn't go as planned (please check this with Steam),

If you redeemed a standalone code for the game that you got via a 3rd party site, it's possible that something is wrong with the code,

If that is the case, please get in touch with the store where you bought the code.

You might have the trial of the game installed, resulting in this error,

You can check this by going to the Steam installation directory of the game > check if you see something along the lines of "...Trial.exe" and rename that file to "...OldTrial.exe".

Check if your EA app is fully up to date,

You can manually check this by opening the EA app Updater program (C:\ProgramData\Microsoft\Windows\Start Menu\Programs\EA).

There is something wrong with the EA app cache, try to perform an EA app Recovery,

Check if your Windows date/time is correct,

Check if the game, Steam and the EA app are not being blocked by a VPN, Firewall, or other forms of Anti-Virus software,

Make sure that if you have claimed the game via an EA Play subscription, your subscription hasn't expired.

244 Replies

EA_Shepard
Community Manager
2 years ago
@Resh-1_Fortis I am glad the issue was resolved. I am curious though, did you ever have OneDrive turned on? When I did a factory reset I saw that this had quite a lot of files for me and others as it is defaulted with a Windows install so it is possible something like this was enabled back. With the EA app being cloud not really local, it sounds like something like OneDrive had those files But that is just a guess without seeing it.

Either way I am happy to hear the issue was resolved for you. If you run into another issue let me know.

Cheers!
Ody-N7S
Seasoned Adventurer
2 years ago
This needs to be mass resolved. This issue is as old as EA app itself. I cannot stress enough why people in charge are not aware or care to officially fix game registration on the EA accounts and are placing pressure on the forum community managers and players to do the work for them per customer individually because not even EA support agents know nor they are aware of what is going on.

These games are being sold, money is being taken from the customers and game remain in unplayable state and require workarounds that not everyone is aware of unless they search for this forum post specificly. When product is paid for it is expected to be registered on the account, if company takes your money and then does not deliver the product, then it is a scam and needs to be reported to officials.

I do not know the proper steps how to start this, last summer we gathered community to address a problem with multiplayer matchmaking, which despite of all the effort, was only semi resolved, it took weeks, and some problem remains unresolved for years. I am considering to call the community to step forward again to try to resolve these issues and work with the EA Community Manager again, but the truth is that we players and Community Managers have very limited resources to address these issues and fix them together. And that the only way to get attention of those who can do something about it is by legal means.
Resh-1_Fortis
2 years ago
You know what, that could be part of it. My computer was experiencing one drive/cloud issues lately. I can't say for certain, but that could have potentially been an issue.
FCGrizzlyAdams
2 years ago
Huh. Here we are going on a year later and this is all support can tell me as well. I've tried all of the troubleshooting that seems to work for most with removing the License folder, fully uninstalling the EA App and ME3, clearing my temp folder, and then cleaning all local files of EA/ME3 with Revo Uninstaller, creating a new admin user on the PC and installing through this, using the system file checker to look for corrupted Windows files (there were none), and they just say the same thing and refuse to give any timeframe for a fix (and they marked my problem closed with "No fix available"). This is unacceptable. You cannot just keep people from using the product they paid you for. I've filed a complaint with the Better Business Bureau for whatever good that will do.
You have to earn the good faith required for statements like "we're investigating a fix and unfortunately do not have an ETA", and in this case, with an issue persisting this long, that good faith is long gone. I'm not sure if the customer service simply doesn't care or doesn't have the tools that they need, but this is ridiculous. I already successfully played the game for 227 hours just on Origin/EA, not to mention owning it on PS3 on release and once again with the Legendary Edition. What a good way to lose a loyal customer.

EDIT: I thought it would show the chat transcript from Page 1 that I tried replying to. Essentially support gave a canned answer back in June, and who'd have guessed that it's still an issue and all they can do is regurgitate the same nonsense. Their team must be REALLY thorough to still be investigating at this point lol.
EDIT 2: Well the BBB seemed to agree, it took only hours for them to approve the complaint and forward to the EA HQ in San Francisco. We'll see what comes of it.