21 réponses à ce sujet

[georgelpreput]

Hello,

I have spoken repeatedly with EA Customer Support, and after several attempts, they asked me to post my problem on this forum.

I have bought Mass Effect 3: N7 Digital Deluxe Edition online, and installed it via Origin. The game also included the From Ashes DLC, which I installed as well through the Origin app. I managed to play half-way through the single player campaign, including the DLC itself, and then physically moved, along with my computer, to another city (and IP address). Now the game tells me in the main menu that it cannot authorize the DLC and the Collector's Edition Online Pass Entitlement, and that I should log in with the account used to purchase the DLC. I only have one account, and it is the one I am logged in with.

Upon explaining all this to EA Customer support, they first gave me a new code to redeem From Ashes on social.bioware.com but the website told me the code is incorrect. Nevertheless, the code appeared to work with the Origin app, but in-game there was no change, the DLC is still unauthorized. Next, they asked me to update N7 Collector's Edition Materials (there should have been a 50 MB update), but Origin instantly told me that add-on was up to date. The only thing left, apparently, was to uninstall and reinstall the game, which I did through Origin. From Ashes DLC also installed without any problems, but in-game I get the same error.

Finally, EA Customer Support asked me to try the steps detailed in the forums for Dragon Age missing DLC, but they do not map well to Mass Effect 3. Does anybody know how to solve this problem?

Thank you.

[SicknessN7]

Hello.
I have the same problem.

[Joe Hegarty]

Hi Guys,

Sorry to hear you are having problems.

Can you please drop an email to ME3QALaunchSupport@bioware.com with the below details so we can look at your problem?

• Your Origin username
• Your Client_Log.html file from Origin just after the problem occurs. Usually found at C:\\ProgramData\\Origin\\Logs
• The version of the Game you have (Standard, N7 Collectors, Digital Deluxe etc)
• The version of Windows (XP, 7 etc) you are using
• The country you are located in and the country you bought the game in

Many Thanks! 

[curly haired boy]

i'm having the same issue, i'll submit an email.

[SicknessN7]

I reinstalled my OS and the problem was resolved.

[MwRDKY]

Same problem encountered, EA support staff unable to resolve the problem.

Email sent.

Modifié par MwRDKY, 23 mars 2012 - 04:53 .

[SuperMaoriFulla]

Same issue as well with Collectors Edition PC version purchased in New Zealand.

[jd641]

MwRDKY wrote...

Same problem encountered, EA support staff unable to resolve the problem.

Email sent.

I have this same error but only when I try to join a multiplayer game and it's full. It will send me back to the main screen and I'll get that message. I won't be able to load my SP game until I restart the game. Then it will load up just fine. :/

[Denialz]

I had the same issue where I kept getting the DLC unauthorized error... however after much grief... I decided to try to manually update the game in origin (right click, check for updates)... I don't think it actually updates each time but every time I get that error, I close out the game, check for updates and boom, DLC works again.

[MwRDKY]

Denialz wrote...

I had the same issue where I kept getting the DLC unauthorized error... however after much grief... I decided to try to manually update the game in origin (right click, check for updates)... I don't think it actually updates each time but every time I get that error, I close out the game, check for updates and boom, DLC works again.

How many time did you tried until it work, then?
Because each time it failed I morphed into Angry Marine, and this is bad for my health...

[metaloman]

I had the same problem with my N7 CE goodies/online pass and From Ashes.
When I contacted EA customer support the second time (first didn't help) at first the rep kept reciting the "proper DLC installation manual", then said I needed to register the game and DLCs on BSN (which I had already done) and that my BSN account had to be linked with my Origin account (same account so this was just irrelevant)... useless. It was obvious that they weren't getting what my problem was so I uploaded onto the EA customer support site a screenshot of  the "my registered content" BSN page showing the game and was registered to me, another one showing the game and DLCs were installed on my origin account and a third one of the in-game error message.
At this point the rep said they were going to pass it up the chain and that I would be contacted. About an hour, hour and a half later I tried again and lo and behold, everything worked fine, though I haven't been contacted by anyone yet (two weeks now, I think). The game and DLCs have been working fine since.
So try uploading screenshots when you're talking to the customer support rep just in case they don't understand your problem, because for me it sure seemes like the problem was on EA's side of things.

Denialz wrote...

I had the same issue where I kept getting
the DLC unauthorized error... however after much grief... I decided to
try to manually update the game in origin (right click, check for
updates)... I don't think it actually updates each time but every time I
get that error, I close out the game, check for updates and boom, DLC
works again.

I tried the manually updating before contacting customer support but it just broke the game for me. Origin said that the game was not installed and when I clicked install it would give me the PhysX installation error. This was the first issue I contacted customer support with and they didn't help me with this (rep told me to update drivers even though I have an AMD GPU), solved it by myself afterwards.

Modifié par metaloman, 27 mars 2012 - 02:53 .

[Mighty_BOB_cnc]

SicknessN7 wrote...

I reinstalled my OS and the problem was resolved.

That's a pretty hardcore workaround.

[MwRDKY]

metaloman wrote...

I had the same problem with my N7 CE goodies/online pass and From Ashes.
When I contacted EA customer support the second time (first didn't help) at first the rep kept reciting the "proper DLC installation manual", then said I needed to register the game and DLCs on BSN (which I had already done) and that my BSN account had to be linked with my Origin account (same account so this was just irrelevant)... useless. It was obvious that they weren't getting what my problem was so I uploaded onto the EA customer support site a screenshot of  the "my registered content" BSN page showing the game and was registered to me, another one showing the game and DLCs were installed on my origin account and a third one of the in-game error message.
At this point the rep said they were going to pass it up the chain and that I would be contacted. About an hour, hour and a half later I tried again and lo and behold, everything worked fine, though I haven't been contacted by anyone yet (two weeks now, I think). The game and DLCs have been working fine since.
So try uploading screenshots when you're talking to the customer support rep just in case they don't understand your problem, because for me it sure seemes like the problem was on EA's side of things.

Denialz wrote...

I had the same issue where I kept getting
the DLC unauthorized error... however after much grief... I decided to
try to manually update the game in origin (right click, check for
updates)... I don't think it actually updates each time but every time I
get that error, I close out the game, check for updates and boom, DLC
works again.

I tried the manually updating before contacting customer support but it just broke the game for me. Origin said that the game was not installed and when I clicked install it would give me the PhysX installation error. This was the first issue I contacted customer support with and they didn't help me with this (rep told me to update drivers even though I have an AMD GPU), solved it by myself afterwards.

So your suggestion is that, tonight when I get back home to contact those muppets again, instead of doing desktop share I should just send them that screenshot instead?

[metaloman]

MwRDKY wrote...

metaloman wrote...

*snip*

So your suggestion is that, tonight when I get back home to contact those muppets again, instead of doing desktop share I should just send them that screenshot instead?

That's what I did, though neither of the reps ever brought up doing a desktop share. If you've had an EA rep connected to your computer and they've seen the error as it occurs it porbably won't matter if you upload screenshots of it since it obvously didn't contribute to the solution of the problem in my case, only to the rep's understanding of what the problem actually was.
Couldn't hurt to try if you think it might make a difference.
Another thing that probably doesn't matter is I only contacted them via live support (or whatever it's called) in Origin, never by phone or email. Just saying, if only to lessen the number of variables.

Here are the screenshots I uploaded:
http://desmond.image....jpg&res=medium
http://desmond.image....jpg&res=medium

Modifié par metaloman, 27 mars 2012 - 03:56 .

[MwRDKY]

I did contacted them 4 hours ago and they said it wasn't needed because back on the 23rd (when I filed my complaint) they got what they needed during the desktop sharing session.

And they're still "working on it"...

Damn, it makes you wonder do we need to launch another movement to get some answers from Bioware?

[Gemini Freak]

metaloman wrote...

MwRDKY wrote...

metaloman wrote...

*snip*

So your suggestion is that, tonight when I get back home to contact those muppets again, instead of doing desktop share I should just send them that screenshot instead?

That's what I did, though neither of the reps ever brought up doing a desktop share. If you've had an EA rep connected to your computer and they've seen the error as it occurs it porbably won't matter if you upload screenshots of it since it obvously didn't contribute to the solution of the problem in my case, only to the rep's understanding of what the problem actually was.
Couldn't hurt to try if you think it might make a difference.
Another thing that probably doesn't matter is I only contacted them via live support (or whatever it's called) in Origin, never by phone or email. Just saying, if only to lessen the number of variables.

Here are the screenshots I uploaded:
http://desmond.image....jpg&res=medium
http://desmond.image....jpg&res=medium

Got the same problem right here.

[Aoibheann]

I have the the same problem too and did what Joe said ....3-4 days ago and haven't had a peep from any tech or customer support.

[kotli]

MwRDKY wrote...

Same problem encountered, EA support staff unable to resolve the problem.

Email sent.

Looks like you lost connection to EA servers but game connection status not updating propery. Or saved login data becoming corrupted.

Modifié par kotli, 28 mars 2012 - 03:43 .

[MwRDKY]

kotli wrote..

Looks like you lost connection to EA servers but game connection status not updating propery. Or saved login data becoming corrupted.

Do yo know how to solve this, then?

[MwRDKY]

bump

[Whitebear0888]

 Hi everyone,

had same problem but after trial and error, I found a fix. (Worked for me anyway, hope it will help you)

First thing: Make sure your game (ME3) is registered on your Bioware SocialNetwork account.

It might work just with that but I also did some change to my Origin program before launching the game.

I uninstalled my Origin (latest version) and installed the Origin program from my game CD which is version 8.5.0

After launching the game from my desktop shortcut of ME3 a window from Origin appeared and ask to update it.

Don't update or install it, just go Offline Mode then enter email (Email used for Origin ID) and password as prompt.

A window saying you're offline will appear, click Ok.

ME3 will launch and DLC will be authorized and ready to play!  

[MwRDKY]

A thread that's dead for 5 months got resurrected....

Anyway, during that timeframe I encountered twice of that business, including the one that got me onto this thread in the first place, both times the solution were EA give me new key to solve it.

Still, if and when the server is clogged, you get that problem again, but after the "rush hour" thing back to normal...