Product: EA Desktop Platform:PC Error Report ID (learn how to create an Error Report ID in the sticky post)33b9e34d-b141-43b5-ab02-5537b29050d8 Which client functionality are you experiencing this bug with?Download Game When did this happen? (dd.mm.yy hh:mm)08.01.22 14:33 Summarize your bugUnable to download Mass Effect: Legendary Edition from Game Pass How often does the bug occur?Every time (100%) Steps: How can we find the bug ourselves?No idea. What happens when the bug occurs?An error message pops up. What do you expect to see?A download window.
I can't download Mass Effect: Legendary Edition despite having EA Play, from Game Pass. I also can't add it to my collection as it gives the same error.
Any other game, owner or from EA Play downloads fine and I can play it. The account in EA Play is correctly connected to Game Pass (or the other way around) because as I just mentioned, I can play games I do not own.
I've spent 2,5h on support chat, but I've gotten nowhere apart from being asked my name and how I'm doing by each of the three agents!
What I did so far:
Used Restart app option in EA Desktop.
User App Recovery option in EA Desktop.
Logged out and logged back in to EA Desktop
Uninstalled and reinstalled EA Desktop
Rebooted PC
Changed default download directory from C: to another drive
Ran EADesktop.exe as administrator, instead of using the EA Launcher
Tried lowering UAC to the lowest level
I could not move the game files to other location (as suggested by help article) as they do not get created as the download never starts so there is nothing to move
Installed latest Windows update (had 20H2, now on 21H2)
I booted Windows in safe mode with network, but EA Desktop would not even launch there
Unfortunately, there's still no effect. At some point I got to a moment, where instead of seeing download button there was a permanently disabled LOADING button there that I couldn't do anything with. Anyone has any ideas?
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Product: EA Desktop Platform:PC Error Report ID (learn how to create an Error Report ID in the sticky post)33b9e34d-b141-43b5-ab02-5537b29050d8 Which client functionality are you experiencing this bug with?Download Game When did this happen? (dd.mm.yy hh:mm)08.01.22 14:33 Summarize your bugUnable to download Mass Effect: Legendary Edition from Game Pass How often does the bug occur?Every time (100%) Steps: How can we find the bug ourselves?No idea. What happens when the bug occurs?An error message pops up. What do you expect to see?A download window.
I can't download Mass Effect: Legendary Edition despite having EA Play, from Game Pass. I also can't add it to my collection as it gives the same error.
Any other game, owner or from EA Play downloads fine and I can play it. The account in EA Play is correctly connected to Game Pass (or the other way around) because as I just mentioned, I can play games I do not own.
I've spent 2,5h on support chat, but I've gotten nowhere apart from being asked my name and how I'm doing by each of the three agents!
What I did so far:
Used Restart app option in EA Desktop.
User App Recovery option in EA Desktop.
Logged out and logged back in to EA Desktop
Uninstalled and reinstalled EA Desktop
Rebooted PC
Changed default download directory from C: to another drive
Ran EADesktop.exe as administrator, instead of using the EA Launcher
Tried lowering UAC to the lowest level
I could not move the game files to other location (as suggested by help article) as they do not get created as the download never starts so there is nothing to move
Installed latest Windows update (had 20H2, now on 21H2)
I booted Windows in safe mode with network, but EA Desktop would not even launch there
Unfortunately, there's still no effect. At some point I got to a moment, where instead of seeing download button there was a permanently disabled LOADING button there that I couldn't do anything with. Anyone has any ideas?
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Product: EA Desktop Platform:PC Error Report ID (learn how to create an Error Report ID in the sticky post)33b9e34d-b141-43b5-ab02-5537b29050d8 Which client functionality are you experiencing this bug with?Download Game When did this happen? (dd.mm.yy hh:mm)08.01.22 14:33 Summarize your bugUnable to download Mass Effect: Legendary Edition from Game Pass How often does the bug occur?Every time (100%) Steps: How can we find the bug ourselves?No idea. What happens when the bug occurs?An error message pops up. What do you expect to see?A download window.
I can't download Mass Effect: Legendary Edition despite having EA Play, from Game Pass. I also can't add it to my collection as it gives the same error.
Any other game, owner or from EA Play downloads fine and I can play it. The account in EA Play is correctly connected to Game Pass (or the other way around) because as I just mentioned, I can play games I do not own.
I've spent 2,5h on support chat, but I've gotten nowhere apart from being asked my name and how I'm doing by each of the three agents!
What I did so far:
Used Restart app option in EA Desktop.
User App Recovery option in EA Desktop.
Logged out and logged back in to EA Desktop
Uninstalled and reinstalled EA Desktop
Rebooted PC
Changed default download directory from C: to another drive
Ran EADesktop.exe as administrator, instead of using the EA Launcher
Tried lowering UAC to the lowest level
I could not move the game files to other location (as suggested by help article) as they do not get created as the download never starts so there is nothing to move
Installed latest Windows update (had 20H2, now on 21H2)
I booted Windows in safe mode with network, but EA Desktop would not even launch there
Unfortunately, there's still no effect. At some point I got to a moment, where instead of seeing download button there was a permanently disabled LOADING button there that I couldn't do anything with. Anyone has any ideas?
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Unable to download Mass Effect: Legendary Edition","moderationData":{"__ref":"ModerationData:moderation_data:7543659"},"body":"
I'm sorry to hear that, lets see what we can do about this.
\n\n
Could you first head over to Collection and confirm that the game is in your Collection?
\n\n
If it is, then click on the 3 lines on the top left and go to: Help > App Recovery > Clear cache.
\n\n
Then try again.
\n\n
It's the only basic troubleshooting step I haven't seen listed yet, so I want to try this first.
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Same here using game pass ultimate. All other ea play games download fine, ME:LE won't.
","body@stripHtml({\"removeProcessingText\":false,\"removeSpoilerMarkup\":false,\"removeTocMarkup\":false,\"truncateLength\":200})@stringLength":"89","kudosSumWeight":5,"postTime":"2022-01-10T00:01:33.784-08:00","lastPublishTime":"2022-01-10T00:01:33.784-08:00","metrics":{"__typename":"MessageMetrics","views":5797},"visibilityScope":"PUBLIC","placeholder":false,"showMoveIndicator":false,"originalMessageForPlaceholder":null,"isEscalated":null,"solution":false,"repliesCount":0,"customFields":[],"attachments":{"__typename":"AttachmentConnection","edges":[],"pageInfo":{"__typename":"PageInfo","hasNextPage":false,"endCursor":null,"hasPreviousPage":false,"startCursor":null}}},"User:user:722214":{"__typename":"User","id":"user:722214","uid":722214,"login":"Laciuu","biography":null,"registrationData":{"__typename":"RegistrationData","status":null,"registrationTime":"2022-01-10T00:09:17.653-08:00"},"deleted":false,"email":"","avatar":{"__typename":"UserAvatar","url":"https://forums.ea.com/t5/s/tghpe58374/m_assets/avatars/default/avatar-3.svg?time=1721239524000"},"rank":null,"entityType":"USER","eventPath":"community:tghpe58374/user:722214"},"ModerationData:moderation_data:7543662":{"__typename":"ModerationData","id":"moderation_data:7543662","status":"APPROVED","rejectReason":null,"isReportedAbuse":false,"rejectUser":null,"rejectTime":null,"rejectActorType":null},"ForumReplyMessage:message:7543662":{"__typename":"ForumReplyMessage","author":{"__ref":"User:user:722214"},"id":"message:7543662","entityType":"FORUM_REPLY","eventPath":"category:ea-app-en/category:ea-forums-en/community:tghpe58374board:ea-app-technical-issues-en/message:7543658/message:7543662","revisionNum":1,"uid":7543662,"depth":2,"hasGivenKudo":false,"subscribed":false,"board":{"__ref":"Forum:board:ea-app-technical-issues-en"},"parent":{"__ref":"ForumReplyMessage:message:7543659"},"conversation":{"__ref":"Conversation:conversation:7543658"},"subject":"Re: Unable to download Mass Effect: Legendary Edition","moderationData":{"__ref":"ModerationData:moderation_data:7543662"},"body":"@EA_Jason So are there any other things we could do? I also tried all the things listed in the original post, as well as those you recommended. Multiple times. And nothing changes.","body@stripHtml({\"removeProcessingText\":false,\"removeSpoilerMarkup\":false,\"removeTocMarkup\":false,\"truncateLength\":200})@stringLength":"180","kudosSumWeight":4,"postTime":"2022-01-10T23:59:54.027-08:00","lastPublishTime":"2022-01-10T23:59:54.027-08:00","metrics":{"__typename":"MessageMetrics","views":5730},"visibilityScope":"PUBLIC","placeholder":false,"showMoveIndicator":false,"originalMessageForPlaceholder":null,"isEscalated":null,"solution":false,"repliesCount":0,"customFields":[],"attachments":{"__typename":"AttachmentConnection","edges":[],"pageInfo":{"__typename":"PageInfo","hasNextPage":false,"endCursor":null,"hasPreviousPage":false,"startCursor":null}}},"ModerationData:moderation_data:7543663":{"__typename":"ModerationData","id":"moderation_data:7543663","status":"APPROVED","rejectReason":null,"isReportedAbuse":false,"rejectUser":null,"rejectTime":null,"rejectActorType":null},"ForumReplyMessage:message:7543663":{"__typename":"ForumReplyMessage","author":{"__ref":"User:user:225135"},"id":"message:7543663","entityType":"FORUM_REPLY","eventPath":"category:ea-app-en/category:ea-forums-en/community:tghpe58374board:ea-app-technical-issues-en/message:7543658/message:7543663","revisionNum":1,"uid":7543663,"depth":3,"hasGivenKudo":false,"subscribed":false,"board":{"__ref":"Forum:board:ea-app-technical-issues-en"},"parent":{"__ref":"ForumReplyMessage:message:7543660"},"conversation":{"__ref":"Conversation:conversation:7543658"},"subject":"Re: Unable to download Mass Effect: Legendary Edition","moderationData":{"__ref":"ModerationData:moderation_data:7543663"},"body":"
@Koala0nFire Just singling you out for a second, if you're still in contact with our support team then could you ask them to log into your account and ask if they are able to add ME:LE to your account using EA Desktop?
\n\n
It would show us if it's a local issue or something on our side.
\n\n
@Laciuu and @S_diachka_S, as soon as I get the above info I will pass it on to the team to be looked into (unless it's something local). I also had a look and I couldn't find a specific cause for this. Can you confirm that you still cannot add ME:LE to your Collection?
","body@stripHtml({\"removeProcessingText\":false,\"removeSpoilerMarkup\":false,\"removeTocMarkup\":false,\"truncateLength\":200})@stringLength":"208","kudosSumWeight":0,"postTime":"2022-01-11T06:13:39.258-08:00","lastPublishTime":"2022-01-11T06:13:39.258-08:00","metrics":{"__typename":"MessageMetrics","views":5719},"visibilityScope":"PUBLIC","placeholder":false,"showMoveIndicator":false,"originalMessageForPlaceholder":null,"isEscalated":null,"solution":false,"repliesCount":33,"readOnly":false,"customFields":[],"attachments":{"__typename":"AttachmentConnection","edges":[],"pageInfo":{"__typename":"PageInfo","hasNextPage":false,"endCursor":null,"hasPreviousPage":false,"startCursor":null}}},"User:user:1658962":{"__typename":"User","id":"user:1658962","uid":1658962,"login":"SirLockeLamora","biography":null,"registrationData":{"__typename":"RegistrationData","status":null,"registrationTime":"2022-01-10T12:04:52.044-08:00"},"deleted":false,"email":"","avatar":{"__typename":"UserAvatar","url":"https://forums.ea.com/t5/s/tghpe58374/m_assets/avatars/default/avatar-7.svg?time=1721239606000"},"rank":null,"entityType":"USER","eventPath":"community:tghpe58374/user:1658962"},"ModerationData:moderation_data:7543664":{"__typename":"ModerationData","id":"moderation_data:7543664","status":"APPROVED","rejectReason":null,"isReportedAbuse":false,"rejectUser":null,"rejectTime":null,"rejectActorType":null},"ForumReplyMessage:message:7543664":{"__typename":"ForumReplyMessage","author":{"__ref":"User:user:1658962"},"id":"message:7543664","entityType":"FORUM_REPLY","eventPath":"category:ea-app-en/category:ea-forums-en/community:tghpe58374board:ea-app-technical-issues-en/message:7543658/message:7543664","revisionNum":1,"uid":7543664,"depth":4,"hasGivenKudo":false,"subscribed":false,"board":{"__ref":"Forum:board:ea-app-technical-issues-en"},"parent":{"__ref":"ForumReplyMessage:message:7543663"},"conversation":{"__ref":"Conversation:conversation:7543658"},"subject":"Re: Unable to download Mass Effect: Legendary Edition","moderationData":{"__ref":"ModerationData:moderation_data:7543664"},"body":"
Having the same issue, tried all the above solutions and nothing worked.
Downloading other games is working fine.
","body@stripHtml({\"removeProcessingText\":false,\"removeSpoilerMarkup\":false,\"removeTocMarkup\":false,\"truncateLength\":200})@stringLength":"122","kudosSumWeight":5,"postTime":"2022-01-11T12:51:35.959-08:00","lastPublishTime":"2022-01-11T12:51:35.959-08:00","metrics":{"__typename":"MessageMetrics","views":5689},"visibilityScope":"PUBLIC","placeholder":false,"showMoveIndicator":false,"originalMessageForPlaceholder":null,"isEscalated":null,"solution":false,"repliesCount":0,"customFields":[],"attachments":{"__typename":"AttachmentConnection","edges":[],"pageInfo":{"__typename":"PageInfo","hasNextPage":false,"endCursor":null,"hasPreviousPage":false,"startCursor":null}}},"ModerationData:moderation_data:7543665":{"__typename":"ModerationData","id":"moderation_data:7543665","status":"APPROVED","rejectReason":null,"isReportedAbuse":false,"rejectUser":null,"rejectTime":null,"rejectActorType":null},"ForumReplyMessage:message:7543665":{"__typename":"ForumReplyMessage","author":{"__ref":"User:user:722214"},"id":"message:7543665","entityType":"FORUM_REPLY","eventPath":"category:ea-app-en/category:ea-forums-en/community:tghpe58374board:ea-app-technical-issues-en/message:7543658/message:7543665","revisionNum":1,"uid":7543665,"depth":4,"hasGivenKudo":false,"subscribed":false,"board":{"__ref":"Forum:board:ea-app-technical-issues-en"},"parent":{"__ref":"ForumReplyMessage:message:7543663"},"conversation":{"__ref":"Conversation:conversation:7543658"},"subject":"Re: Unable to download Mass Effect: Legendary Edition","moderationData":{"__ref":"ModerationData:moderation_data:7543665"},"body":"@EA_Jason Still unable to add this specific game to collection, or begin downloading it. Every other game I can add to collection, or begin downloading, when it was in my collection already. Including the games available for 10 hour trials, other Mass Effect games. Basically everything works, but not ME Legendary Edition. I had a similar problem with It takes Two a few months back, but that one I could resolve with either doing the app recovery thing, or installing EA desktop again. But this time, none of the things work, and I'm still unable to download ME: Legendary Edition. Just this one.","body@stripHtml({\"removeProcessingText\":false,\"removeSpoilerMarkup\":false,\"removeTocMarkup\":false,\"truncateLength\":200})@stringLength":"203","kudosSumWeight":4,"postTime":"2022-01-12T01:58:28.006-08:00","lastPublishTime":"2022-01-12T01:58:28.006-08:00","metrics":{"__typename":"MessageMetrics","views":5672},"visibilityScope":"PUBLIC","placeholder":false,"showMoveIndicator":false,"originalMessageForPlaceholder":null,"isEscalated":null,"solution":false,"repliesCount":31,"readOnly":false,"customFields":[],"attachments":{"__typename":"AttachmentConnection","edges":[],"pageInfo":{"__typename":"PageInfo","hasNextPage":false,"endCursor":null,"hasPreviousPage":false,"startCursor":null}}},"ModerationData:moderation_data:7543666":{"__typename":"ModerationData","id":"moderation_data:7543666","status":"APPROVED","rejectReason":null,"isReportedAbuse":false,"rejectUser":null,"rejectTime":null,"rejectActorType":null},"ForumReplyMessage:message:7543666":{"__typename":"ForumReplyMessage","author":{"__ref":"User:user:225135"},"id":"message:7543666","entityType":"FORUM_REPLY","eventPath":"category:ea-app-en/category:ea-forums-en/community:tghpe58374board:ea-app-technical-issues-en/message:7543658/message:7543666","revisionNum":1,"uid":7543666,"depth":5,"hasGivenKudo":false,"subscribed":false,"board":{"__ref":"Forum:board:ea-app-technical-issues-en"},"parent":{"__ref":"ForumReplyMessage:message:7543665"},"conversation":{"__ref":"Conversation:conversation:7543658"},"subject":"Re: Unable to download Mass Effect: Legendary Edition","moderationData":{"__ref":"ModerationData:moderation_data:7543666"},"body":"
Could you also let me know from which region/country that you are from and provide an Error Report ID?
","body@stripHtml({\"removeProcessingText\":false,\"removeSpoilerMarkup\":false,\"removeTocMarkup\":false,\"truncateLength\":200})@stringLength":"167","kudosSumWeight":0,"postTime":"2022-01-12T07:55:04.244-08:00","lastPublishTime":"2022-01-12T07:55:04.244-08:00","metrics":{"__typename":"MessageMetrics","views":5638},"visibilityScope":"PUBLIC","placeholder":false,"showMoveIndicator":false,"originalMessageForPlaceholder":null,"isEscalated":null,"solution":false,"repliesCount":30,"readOnly":false,"customFields":[],"attachments":{"__typename":"AttachmentConnection","edges":[],"pageInfo":{"__typename":"PageInfo","hasNextPage":false,"endCursor":null,"hasPreviousPage":false,"startCursor":null}}},"User:user:626462":{"__typename":"User","id":"user:626462","uid":626462,"login":"yoni116766","biography":null,"registrationData":{"__typename":"RegistrationData","status":null,"registrationTime":"2016-02-05T06:05:16.266-08:00"},"deleted":false,"email":"","avatar":{"__typename":"UserAvatar","url":"https://forums.ea.com/t5/s/tghpe58374/m_assets/avatars/default/avatar-11.svg?time=1721239713000"},"rank":null,"entityType":"USER","eventPath":"community:tghpe58374/user:626462"},"ModerationData:moderation_data:7543667":{"__typename":"ModerationData","id":"moderation_data:7543667","status":"APPROVED","rejectReason":null,"isReportedAbuse":false,"rejectUser":null,"rejectTime":null,"rejectActorType":null},"ForumReplyMessage:message:7543667":{"__typename":"ForumReplyMessage","author":{"__ref":"User:user:626462"},"id":"message:7543667","entityType":"FORUM_REPLY","eventPath":"category:ea-app-en/category:ea-forums-en/community:tghpe58374board:ea-app-technical-issues-en/message:7543658/message:7543667","revisionNum":1,"uid":7543667,"depth":6,"hasGivenKudo":false,"subscribed":false,"board":{"__ref":"Forum:board:ea-app-technical-issues-en"},"parent":{"__ref":"ForumReplyMessage:message:7543666"},"conversation":{"__ref":"Conversation:conversation:7543658"},"subject":"Re: Unable to download Mass Effect: Legendary Edition","moderationData":{"__ref":"ModerationData:moderation_data:7543667"},"body":"
Hey
I'm having the same issues exactly
Nothing helped
I'm from Israel
I've submitted a report
768f2c25-e1c8-4b2c-9686-8cdc1dad5870
Thanks
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I'm from Poland. 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