[Read first] How to seek help and get a quick solution! [ Edited ]

[holger1405]

This sticky has two tasks.

1. To make it easier for those of you who seek help to find it.
2. To make helping less time consuming and more effective.

Let’s start!

This is the technical troubleshooting area of the Mass Effect section. (Original Games and Andromeda)

Every problem you have running the game goes in here.

That includes crashes, the game not starting at all, in game issues, bugs and technical questions. 

If you have a problem with Origin or a problem with your account, the right places to post are others:
Here is the Origin technical issues board, and here is the link to EA's official support for account problems. 

A lot of common errors with the game are already mentioned, and in this case, there is a good chance that the “Accepted solution” will help you too.

Meaning? Please use the search function before you post. 😉

If you found the problem you are having as well, but the “Accepted solution” does not help, or if you can’t find something that equals the error you see, please create a “New topic” for your problem.

1.  First step, the subject line.
   This line should be as informative as possible!
   
   For example: [PC] – Mass Effect 1 crashes with a "general protection fault" message.
   
   Always include the system you play on! ([PC], [PS3] [Xbox] and so forth.)
   
   
   
   
2. Second step, the problem description.
   Be as precise and detailed as possible!
   
   - What is the exact error message?
   - What is happening exactly?
   - When exactly does the problem occur?
   - Where exactly does the problem occur?
   
   If the problem is in game and/or hard to describe, or if the error message is complicated and hard to write down, include a screenshot or a video to your post.
   
   If it is a Windows error you can print the screen with the “Print screen” (Print Scrn, Prnt Scrn, Prt Scrn, Prt Scn, Prt Scr, Prt Sc or Pr Sc) button on your keyboard. (most of the time on the right-hand side of the “F12” key.)
   
   Then open “Paint” or “Paint 3D” and copy the screenshot into Paint (3D) with “CTRL + V”.
   Save the screenshot to a destination of your choice as a PNG or JPG file and include it in your post with the “Insert image” button in the “Reply” window.
   
   If the error is in game the above method might not work.
   You can use “Geforce experience” (Shadow play) if you use an NVIDIA GPU or “Radeon ReLive“ if you use a AMD GPU to create a in game screenshot.
   
   If you don’t want to use this kind of tools, the light weight software “FRAPS” (Freeware) is also capable of capturing in game screenshots.
   
   On the Consoles it is also possible to create a screenshot, refer to the Manual of your console.
   
   
   
3. Third step, your system information.
   If you are on a PC and you have a technical problem of any kind always attach a “DxDiag” to your post!
   
   Here is a tutorial on how to create a DXDiag in Text file format.
   
   If you use Windows 7, also go to your Reliability monitor:
   Press the Windows key and "R" at the same time and copy and paste or type "perfmon /rel" (without the quotes) in the new window > hit “ENTER” and look if it has entries for the game you have trouble with.
   
   If so double click at the last entry for the game executable, copy the info to the clipboard and save it to a text file.
   
   

    

 You can attach the "DxDiag" text file you created (and the “Reliability monitor” text file as well) to your post in the “Reply” window with the “Choose file” button. 


 

[EA_David]

LETS FIGURE THIS OUT

You can solve most problems by making sure your game and your system are both up to date.

If you haven’t already, run through our checklist to make sure you’re ready to play.

If you’re still seeing a problem, check if we’ve got it covered below: 

All Platforms: Trouble Finding A Match In Multiplayer

After creating a multiplayer lobby the remaining slots may not fill with new players. In particular, if a lobby has only two players, the additional slots will not fill.

We are aware of this issue and are investigating it.

Workarounds:

• Have one player solo queue for a match. Once they find a game, so long as there are empty slots the other player can join via invite or “Join Game” feature from your friend’s list.
• Starting the match may result in others joining once the match is active.
• Matchmaking as a full group.

PC: I'm getting a black screen on start-up, or the game is only running as a background process

Check to see if you have the Corsair Utility Engine installed on your system. (This issue should be resolved for the full game release.)

• If you do, try uninstalling it and then relaunching the game. [RESOLVED- you can re-install your Corsair software now]

If you have a UC-Logic Drawing Tablet installed. (Could also apply for other Drawing Tablets)

• Try to deactivate the tablet in the Windows device manager. If that don't helps uninstall the Drawing Tablet.

If you have TeamViewer installed and it runs in the background.

• Close TeamViewer.

or

Press alt-enter to switch to windowed mode.
Changing your settings to run in windowed mode or borderless windowed mode will allow you to alt-tab more freely.

PC: Can’t create new saves.

Deleting or moving the save game folder (C: > Users > [Your Username] > Documents > BioWare) while Mass Effect: Andromeda is running will prevent new saves from being made. This can also occur if the logged-in account does not have write access to Documents.

To solve this:

Go to My Documents (C: > Users > [Your User Name] > Documents)

Create a folder path: BioWare/Mass Effect Andromeda/Save in Documents.

PC: My game is stuttering or the performance is very bad in general.

Check to see if you have the "AsusGameFirstService.exe" installed on your system.

• if you do, try uninstalling it and then relaunching the game.

All Platforms: Ryder is stuck in an animation and won’t respond to commands.

Try:

• Switching between Combat and Exploration mode.
• Opening and closing your scanner.

If these don't help, try saving and restarting the game.

All Platforms: Ryder is stuck somewhere in the game and can’t get out.

Use fast travel to extract Ryder.

PC: I turned on HDR and changed my display mode and now my graphics look weird

Try:

• Alt-tabbing away from the game and back again.
• In your Radeon settings, turning HDR off and back on again.

HAVING TROUBLE WITH YOUR CONNECTION?

How multiplayer connections work in Mass Effect: Andromeda

Multiplayer games use peer-to-peer connections. Once you leave the Lobby and start a match, it’s hosted on the machine (and connection) of one of the players – the one marked as host in the lobby.

If you’re having trouble with multiplayer outside of the lobby, remember that your internet connection is only part of the equation – the connection of the host player matters, too.

What happens if the host disconnects?

If the host loses their connection, the game will set one of the remaining players as host.

You won’t lose any progress (XP, credits or challenges) if a host disconnects—you’ll just restart the match at the beginning of the wave you were already on previously. 

Any player who joins your in-progress match will earn rewards from the point they join.

Quick connection tips:

• First things first – try restarting your router to refresh your connection.
• If you’re on Xbox One, you need Xbox Live Gold membershipto play online.
  • It’s also worth checking your privacy or online safety settingsto make sure they’re not preventing you from connecting.
• If you’re playing on PlayStation, you need to have PlayStation Plusto play online.
• If you’re playing on PlayStation or Xbox, check your network settings and make sure your NAT typeis open.
  • On Xbox One
  • On PlayStation 4
• Seeing an error code? Find out what it means:
  • PC
    • We don't support the use of proxy servers and similar technologies with Origin or our games.
    • If you're using a proxy or a Virtual Private Network (VPN), our systems might be getting confused and think there's a security issue.
    • Disable your proxy or disconnect from your VPN and try again.
    • This works particularly well for these errors:
    • 10044, 5800, 5801, 5802, 5803, 9001
  • Xbox One
    • Search for the code on this Microsoft siteto find out what it means.
  • PlayStation 4
    • Go to the PlayStation support site.
    • Click on My system.
    • Choose PlayStation 4.
    • Click Error Codes.
    • Enter your error code (including dashes) and click Submit.

Need something more in-depth?

Work through the steps here to clear up any problems with your connection.

You may also need to open (forward) some ports on your system to clear up any lingering connection problems:

TCP: 443, 17503, 17504, 10000-19999, 42210, 42130, 42230

UDP: 3659, 10000-19999

One thing that may help is to check your IPv settings. 

 

If you're having frequent disconnections on a peer-to-peer connection, it's possible that your network is using newer IPv6 IP addresses rather than the more common (and previously standard) IPv4 type.

• IPv4 IP addresses are 32-bit numerical strings separated by periods. For example, 192.168.1.1
• IPv6 IP addresses are 128-bit hexadecimal strings separated by colons. For example, 2001:0db8:85a3:0000:0000:8a2e:0370:7334

Unfortunately, IPv6 and IPv4 are not yet at the point where they work well together on peer-to-peer connections. If you find that you lose your connection every time you play against a particular friend or whenever you join a match, chances are that you or your opponent are using IPv6.

You may need to speak to your ISP if you suspect this is the case, as they can advise you on any hardware or router firmware changes you might need to make to switch to IPv4 for gaming. 

Here's how to change your IP version on a PC:

1. Open the Control Panel and search for adapter.
2. In your search results under Network and Sharing Center, click View network Connections.
3. Right-click your active network connection and select Properties.
   •  In Properties you should see check boxes for both Internet Protocol version 4 (TCP/IPv4) and Internet Protocol version 6 (TCP/IPv6).
     • If you've been having frequent connectivity problems and IPv6 is checked, uncheck it.
     • If you've been having frequent connectivity problems and IPv4 isn't checked, check it.

• You can find out more about IPv6 from Windows Support, or check out a number of other helpful IPv6 walkthroughs.
• If you've disabled IPv 6 and start seeing other connection problems, we'd recommend that you re-enable it and check with your ISP that your router is not IPv6 only. 

If you're looking for information on pre-order and bonus content: https://help.ea.com/en-us/help/mass-effect/mass-effect-andromeda/mass-effect-andromeda-pre-order-edi...

Thanks!

[EA_Archi]

PC – Can’t create new saves.

Deleting or moving the save game folder (C: > Users > [Your Username] > Documents > BioWare) while Mass Effect: Andromeda is running will prevent new saves from being made. This can also occur if the logged-in account does not have write access to Documents.

To solve this:

Go to My Documents (C: > Users > [Your User Name] > Documents)

Create a folder path: BioWare/Mass Effect Andromeda/Save in Documents.

[EA_Archi]

All Platforms:

Trouble Finding A Match In Multiplayer

After creating a multiplayer lobby the remaining slots may not fill with new players. In particular, if a lobby has only two players, the additional slots will not fill.

We are aware of this issue and are investigating it.

Workarounds:

• Have one player solo queue for a match. Once they find a game, so long as there are empty slots the other player can join via invite or “Join Game” feature from your friend’s list.
• Starting the match may result in others joining once the match is active.
• Matchmaking as a full group.