couldn't load games, now I can't sign in! [ Edited ]

[acacia1086]

To say I'm frustrated is an understatement! 

I have been unable to get to online mode for a while now, but hey that wasn't a huge deal really. Then I was unable to get my games to load in origin. THAT was a big deal, so I had EA support contact me. They suggested that I uninstall and reinstall origin. Okay, fine, did that. Then I had to fight with the computer for about 4 hours to redownload origin and no matter how many times I did redownload it I kept getting the same error, "could not connect to server, please try again in a few minutes." This has been going on since last night at 6 pm EST, it is now 1:52 pm EST the following day. 

I have tried running a malware scan, cleaned the PC cache, I have a DNS cache flush, I have done a clean boot, I have sent them msinfo, dxdiag, and a ping connectivity test result, I have even created a new administrator account on my PC, with no progress. My ticket number is #43776739, and even worse?! when I try to get help from EA right now, I'm being sent over here. I guess they're done with me, huh? Just, "Oh, she's a lost cause we can't help her but we won't tell her that.". My roommate came home from visiting with some of his friends, and tried resetting the network without any success, he's tried several things I don't even know of but still even after all he's done, no change. The strange thing is that I can sign into origin on my old laptop, HOWEVER it should be noted that it is an old version of origin as that laptop no longer supports origin or several games (thus why I have the laptop I'm currently on) so apparently if I want to sign in I need an outdated version but that doesn't work because you still cannot play anything until you're up to date. Any additional suggestions I'm open to, but note that I will not repeat any steps already done. 

I feel like I wasted money on games through origin and on this laptop. I've seen on several forms that this is an issue that's been on going for several people for weeks, shall we expect a repairing patch in origin soon? Not that it matters as we have to be able to sign in so that the app can update! 

[EA_Darko · Accepted solution]

@acacia1086 It is most likely something on your computer which is stopping you from signing in, looking at the DxDiag you attached and noticed that there are issues with the process 

MicrosoftEdgeCP.exe, this is a normal MS file but can often be used as a mask by malware, as such I would recommend following these troubleshooting steps from Microsoft: https://answers.microsoft.com/en-us/edge/forum/edge_other-edge_win10/microsoftedgecpexe/9effffbf-171...

Your DxDiag is throwing up a number of issues that are worth looking into and I would also suggest ensuring that all the drivers on you system are fully up to date. 

[EA_Darko · Accepted solution]

@acacia1086 It is most likely something on your computer which is stopping you from signing in, looking at the DxDiag you attached and noticed that there are issues with the process 

MicrosoftEdgeCP.exe, this is a normal MS file but can often be used as a mask by malware, as such I would recommend following these troubleshooting steps from Microsoft: https://answers.microsoft.com/en-us/edge/forum/edge_other-edge_win10/microsoftedgecpexe/9effffbf-171...

Your DxDiag is throwing up a number of issues that are worth looking into and I would also suggest ensuring that all the drivers on you system are fully up to date. 

[acacia1086]

I’ll Definitely look into that today. Thank you for a full and honest answer.

[acacia1086]

Updated drivers, DISM.exe will not run. 

looks like the computer is going to have to go to the computer guy to have everything reinstalled. 

[holger1405]

@acacia1086

Your DxDiag is no longer present so I can't see all the specs. But after your description and because of the fact that DISM will not run, a fresh installation of the OS seems to be the best option.

[acacia1086]

Yeah that’s what I had to do after I wiped my hard drive. 

[holger1405]

@acacia1086

So, is it working now?

[acacia1086]

Yes. I’m just upset that the ea tech support didn’t tell me that I needed to do that. Had to come here for someone to actually let me know what the issue was and how to fix it.

[holger1405]

@acacia1086

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@acacia1086 wrote:

Yes. I’m just upset that the ea tech support didn’t tell me that I needed to do that. Had to come here for someone to actually let me know what the issue was and how to fix it.

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I understand, but it is very complicated for EA Tech support to tell you that you have to reinstall your OS.

They simply can't see in what state your Windows installation is and they offer support for the game, not for Windows.

[sabu2016]

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@holger1405 wrote:

@acacia1086

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@acacia1086 wrote:

Yes. I’m just upset that the ea tech support didn’t tell me that I needed to do that. Had to come here for someone to actually let me know what the issue was and how to fix it.

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I understand, but it is very complicated for EA Tech support to tell you that you have to reinstall your OS.

They simply can't see in what state your Windows installation is and they offer support for the game, not for Windows.

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you will not get help