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Error Code #0000000D (Customer Support Log) Apex Legends

by ricewzrd
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Error Code #0000000D (Customer Support Log) Apex Legends

★★ Newbie
Thank you for chatting with us via the EA Help Center. 

Below you'll find a transcript of your recent conversation with one of our EA Game Advisors for your records. If you need further assistance with your issue, please log into help.ea.com, and click on “My Cases” to reconnect with us and continue your conversation. 
If you have any other questions, we recommend taking a look through our Help Center located at help.ea.com. The Help Center is where you can find all of our help articles, which provide answers to a wide range of issues for all EA products. You can also check out AnswerHQ by visiting answers.ea.com, where you’ll be able to get helpful advice and answers from our resident experts in the community. 

EA Worldwide Customer Experience 

Note: This email address isn’t monitored or capable of receiving replies 

 

General Info
Chat start time February 20, 2019 3:28:45 AM EST
Chat end time February 20, 2019 4:38:13 AM EST
Duration (actual chatting time) 01:09:27
Operator Shubham

 

Chat Transcript

info: Your approximate wait time is 53 minute.
info: Your approximate wait time is 53 minute.
info: Your approximate wait time is 53 minute.
info: Your approximate wait time is 50 minute.
info: Your approximate wait time is 47 minute.
info: Your approximate wait time is 47 minute.
info: Your approximate wait time is 47 minute.
info: Your approximate wait time is 48 minute.
info: Your approximate wait time is 42 minute.
info: Your approximate wait time is 32 minute.
info: Your approximate wait time is 24 minute.
info: Your approximate wait time is 18 minute.
info: Your approximate wait time is 8 minute.
info: Your approximate wait time is 4 minute.
info: Your approximate wait time is 1 minute.
info: Thank you for contacting us. Shubham will help you soon.  
Shubham: Thank you for contacting EA HELP, my name is Shubham, may I start with your first name please?
you: Chris
Shubham: Hey! Chris, nice to meet you. Hope you're doing well.
Shubham: Thank you for your continued support for the game, This wait time shows the love that players have towards the game.
Shubham: It seems that you're experiencing issues with Apex legends, is that correct?
you: So I can't play apex because the easycheat is registering my thermaltake cooling software in the easycheat
you: or anti-cheat
Shubham: Oh! I see this should not have happened. I can surely check and see what best can be done to get this resolved.
Shubham: Is it okay if I ask you a few questions to help you with the issue better?
you: Sure
Shubham: Thank you!
Shubham: What exactly is the error that pops up?
you: i attached the file beforehand
you: but it says "Game Security Violation Detected (#0000000D) [TT RGB Plus.exe]
Shubham: Thanks for mentioning it here, I just checked it.
Shubham: Let me check the error code with my resources.
Shubham: Have you tried any troubleshooting so far?
you: Closing the program works, but im not about to completely cease the functionality of my fans to play apex
Shubham: Absolutely I agree with you, this seems to be an issue with a program which is restricting  the game to access some files/
Shubham: This needs a bit of investigation.
Shubham: Is it okay if I take some time to investigate it here?
you: yes
Shubham: Thank you!
Shubham: Please stay connected.
Shubham: Are you using windows 10 ?
you: yes
Shubham: Thanks for confirming.
Shubham: Please stay connected
Shubham: Are you using any color altering settings or have changed it ?
Shubham: Are you there?
you: yeah
you: sorry
you: im using color settings on it
Shubham: Yes, that's what is causing trouble.
you: so a lighting effect is counted as cheat software?
Shubham: Yes.
you: thats dumb
Shubham: Even I feel so, I was discussing the issue with specialist team and on investigation it was found that anticheat system does not allow it.
you: Is there any way around this?
Shubham: This is a part of game mechanism and our team suggested to revert the settings and play the game for now, I'd take this as a feedback and would send this to our team and management for review. To make it public you can post it on forums so that other players too can see it and that will help us determining the magnitude of players affected.
info: Your chat transcript will be sent to [edit: email address removed] at the end of your chat session.
you: okay
Shubham: You've been very helpful and co-operative throughout the chat, I truly appreciate your understanding with me and I thank you for your patience. 

Is there anything else I can do at your service, I'd be more than happy to do it for you?

you: That'll be it. Thank you.
Shubham: You're very welcome!
Shubham: It was pleasure assisting you and I hope you have an amazing day ahead.

Thank you for contacting EA help.

For more information or help articles, you can always check our knowledge base and forums:
https://answers.ea.com/
https://www.ea.com/forums

Shubham: BBye take care!

 

 

Message 1 of 5 (1,550 Views)

Accepted Solution
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Re: Error Code #0000000D (Customer Support Log) Apex Legends

Community Manager

@ricewzrd 

 

We have seen reports of LED/RGB management/configuration software causing an issue. Currently, disabling that software is advised if it is causing this issue with Apex.

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Message 2 of 5 (1,526 Views)

All Replies
Highlighted

Re: Error Code #0000000D (Customer Support Log) Apex Legends

Community Manager

@ricewzrd 

 

We have seen reports of LED/RGB management/configuration software causing an issue. Currently, disabling that software is advised if it is causing this issue with Apex.

Stay and Play.png
Message 2 of 5 (1,527 Views)
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Re: Error Code #0000000D (Customer Support Log) Apex Legends

★★ Newbie

I think resolving the issue with "anti cheat" and RGB lighting is the solution not disabling hardare software :/ Could we get some kind of insight into an ETA for this fix. I don't want to uninstall a bunch of software on my PC (for astatics) just to be able to play Frown 

Message 3 of 5 (1,107 Views)
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Re: Error Code #0000000D (Customer Support Log) Apex Legends

★ Novice

Its April 19th and there is no fix on this. Just got the error a few minutes ago

Message 4 of 5 (831 Views)
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Re: Error Code #0000000D (Customer Support Log) Apex Legends

★★ Newbie

This is still an issue in August. I used to be able to close the program through task manager but now there's no way around it. I'm not deleting my software, you need to fix your game.

Message 5 of 5 (447 Views)
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