[EA app] Can't load into PVZ GW2. Stuck on Loading Screen

@iiMajesticPie Hey, I have been out of the office and playing catch-up now. My DM's get flooded with a lot of spam, so I didn't want to leave you hanging. 

Thank you for listing the steps that you did try and that did not work. We can bypass most of that for now. 

First, Can I get the following from you?

• Error messages you get if any when you launch the game, or it just does not connect! I need to see what you are seeing.
• Can you attach a DxDiag?

You mentioned it works on one account but not another. If one account has EA Play and the other does not, and you do play through EA Play, you have to own that sub on both or they won't work.

I don't want to assume EA Play is the cause, but I have seen it mess with games when more than one account is using the same PC.

As for account issues go. Once we take a look at everything, if you want to move the game, you have to have live support perform an account merger. Moving one game isn't something they do a lot of.

Here you go. 

My exact error message is OH NO! You have lost your connection to Ea Servers, you will be unable to access any online features until you reconnect. 

I don't regularly use this other account and this is my first time login on. (I wanted to check to see if it was a connection issue which wasn't since I was able to connect to PvZ GW2 on this account)

Below I attached my error message and I also added the DxDiag.

Thank you for your help and if there is no fix I would definitely consider the account merger. 

@iiMajesticPie Thank you for the info, From the DxDiag, this is the info I found and where I would start.

Side note: if it is account-related, live support has to look into the specific account. That is one area we simply do not engage in as we cannot as Community Managers

First, reboot your modem/router to get a new connection. Then from the DXDiag, these are the errors it lists:

1. **hp-plugin-executor.exe and hp-telemetry-hw-info-collector.dll (WER0, WER1)**:

2. **rawaccel.exe (WER2, WER4)**: This seems to be related to a gaming mouse acceleration driver.

3. **dwm.exe and CoreMessaging.dll (WER3, WER5, WER6)**: These are Windows components.

4. **Adobe Premiere Pro.exe (WER7)**: 

5. **StoreAgentInstallFailure1 (WER8, WER9)**:

In general, you might consider updating your system, drivers, and applications to the latest versions, repairing or reinstalling any problematic software (like the HP software and Raw Accel), and running a system file check to look for and fix any corrupted system files.

Next, run through the following:

Delete Windows Temp Files

• First, make sure you close as many programs as you can
• Press the Windows key + R, go into the file explorer
• Type in %temp%, and hit Enter
• Delete everything it allows you to delete
• Reboot the PC

Optional Registry clean-up

• install CCleaner (it's free) from here
• Run Registry cleaner
• Click review selected issues
• Do you want to back up? No
• Click Fix all selected issues

Network steps

• Check for other applications that may be limiting EA App or Game performance
• Connection and Advance Connection Guides
• Untick the options in LAN Settings (make sure nothing is checked under Proxy Server)
• Change DNS settings (You can use the public Google DNS primary: 8.8.8.8, secondary: 8.8.4.4)
• Change TCP/IP Settings
• Set up a Static IP
• Check date/time is correct in Windows
• Try a new Windows User Account
• Reset Windows Host File
• Change UAC Controls within Windows (change back once tested)

Hello again!

I tried your advice but sadly it didnt work. I had my friend log into my account and try to launch the game and he also experienced the loading in error. On his own account he can launch PVZ GW2 perfectly. 

Is there any fix still? Or should I try to change my account to a new one. And could you help me with the steps on contacting a support?

Thank you for your help

@iiMajesticPie I am afraid at the moment there is not a fix. The team is still looking into this one. You can try to contact live support. however, in doing so, if the game is removed from the EA account and added to another, all progress is wiped out. There is no transfer of progress, so a new account may work but you would end up starting completely over.

I have the same issue. I've tried everything in this thread and none of it worked.

This is absolutely insane and acceptable if it's tied to my account and there's just not a fix.