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EA_Leeuw's avatar
EA_Leeuw
Icon for Community Manager rankCommunity Manager
2 years ago

Re: I can't launch Jedi Survivor, and no troubleshooting options work

Hey @ericlc99,

Could you please describe the issue a bit more?

You mention that you're unable to launch the game via the EA app, but why? Do you get an error? How exactly do you own the game; is this via us, Steam, Epic, etc.?

Your EA app also doesn't show any games that you own?

16 Replies

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  • ericlc99's avatar
    ericlc99
    2 years ago

    Hi @EA_Leeuw,

     

    I don't get any sort of error, when I launch the game on Steam, an EA App window will pop up and then close soon afterwards, and the launch button on Steam goes back to green. I once had an error on the EA App saying that I didn't have access, but that hasn't happened again. I own the game on Steam.

     

    After I downloaded the EA App, it keeps on saying something along the lines of: the app is working slowly and to wait, but the message never goes away no matter how long I wait and the App tells me I have 8 games, which is correct, but each icon is greyed out on the library and I can't click on them or interact with them in any way.

     

     

  • EA_Leeuw's avatar
    EA_Leeuw
    Icon for Community Manager rankCommunity Manager
    2 years ago

    @ericlc99, I see. 

    Could you perhaps try the following troubleshooting steps and see if they fix the issue for you?

    Standard troubleshooting steps for the EA app (please click on "Spoiler" to reveal the info):

    Spoiler
    • Check for other applications that may be limiting EA app or Game performance,
    • An EA app recovery (Clear Cache),
    • Repair or verify your game files (based on which client you are launching from),
      • EA app - Repair (My Collection > Tile Dots > Repair)
      • EGS - Repair (Library > Tile dots > Manage > Verify)
      • Steam - Verify in your library.

    Connection & Administrator troubleshooting steps for Windows (please click on "Spoiler" to reveal the info):

    Spoiler
    Connection:
    • 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,
    • Flush DNS:
      • Click “Start” and type the word “Command” in the Start search field. Finally, right-click the command prompt icon and select the option to “Run as Administrator”,
      • In the open prompt, type “ipconfig /flushdns” (without the quotes), and press the Enter button on your keyboard,
      • You should receive a message of your success as confirmation when the cache is cleared.

    Administrator:

    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 .zip or .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).

    Many thanks in advance!

  • RevZMan123's avatar
    RevZMan123
    2 years ago

    Same here. I opened a ticket and was told "this was a known issue. Thanks!" At least they pretended to give you an answer. I guess we all just own a game we can't play and EA doesn't actually care since they got their money.

  • EA_Leeuw's avatar
    EA_Leeuw
    Icon for Community Manager rankCommunity Manager
    2 years ago
    @RevZMan123, could you please take a look at the previous post in the thread (my other post), and try those steps to see if they also work for you?
  • RevZMan123's avatar
    RevZMan123
    2 years ago

    I'm not trying to hijack this user's post. My situation is slightly different as I had 5 hours into the game before it was rendered unusable by one of the updates. I tried repairing the client and game, and many other of the steps involved. I can send over logs if you like.

  • EA_Leeuw's avatar
    EA_Leeuw
    Icon for Community Manager rankCommunity Manager
    2 years ago
    Hey @RevZMan123,

    If you're experiencing a different issue, it would be appreciated if you could create a separate thread about this.
  • RevZMan123's avatar
    RevZMan123
    2 years ago

    I did that last week and tagged you in it already with pertinent information and logs.

  • demone66623's avatar
    demone66623
    2 years ago

    This is ridiculous: I shouldn't be a programmer to play a game.  

  • Fiivechain's avatar
    Fiivechain
    2 years ago

    brotha. we should not have to jump through hoops just to play your * game. do better. will not be supporting EA in any way shape or form anymore 

  • c-bass109's avatar
    c-bass109
    Seasoned Novice
    2 years ago

    Hi, I think I'm a similar issue. I've just download jedi survivor again but the game just isn't launching. I've tried all the suggested options such as reinstalling the game, doing app recovery on the EA app, reinstall the EA app as well. I have looked at the EABackgroundService.log file and noticed there are a couple errors in there. I know it's been quite a while since this issue has been discussed on the forums, but may you please have a look at the attached log file to see if you know how to fix the problem. Thanks!!

  • NaCl_Sodiac's avatar
    NaCl_Sodiac
    8 months ago

    I'm having almost this exact same issue after the most recent update. EA app shows all the games I own, won't launch from either Steam or the app now.

  • Pancakedinner's avatar
    Pancakedinner
    6 months ago

    I have an GTX 1070, and deleting the folders in "C:\Program Files\EA Games\Jedi Survivor\Engine\Plugins\Runtime\Nvidia" and then adding -ngxdisable as an Advanced Launch Option for the game in EA Desktop fixed it for me. I used this to get Ground Branch working (Another Unreal Engine game). I'm guessing it's an issue with Unreal and Nvidia Drivers/DLSS...

  • Dmoney33's avatar
    Dmoney33
    5 months ago
    @EA_Leeuw These are vastly different fixes for a game that I just spent a bunch of money on. I work, this is to relax, not try to edit all my settings. EA is such a * company at user interface. No other company makes me go through insanity like this.

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