How to use the EA Error Reporter in the EA app

Updated 1 week ago1 min read

Overblik

An advisor might ask you to use the EA Error Reporter tool in the EA app to help fix a problem.

Table of Contents

What is the EA Error Reporter?

The EA Error Reporter helps us diagnose and troubleshoot issues you might have with your games or the EA app. You can use it even if you can’t open the EA app.

How to use the EA Error Reporter in the EA app

If you’re able to launch the EA app:
  1. 1
    Select the menu icon (it looks like 3 horizontal lines) in the top left corner of the app, hover over Help, then select EA Error Reporter.
    • If you’re playing on Mac, go to Help in the taskbar and select EA Error Reporter.
  2. 2
    Choose the Type of problem you’re having.
  3. 3
    Tell us about the issue you’re having in the Description of problem field.
    • If you’re running the EA Error Reporter as part of your EA Help case, include your Case Number in the Support Ticket Number field.
    • You can find your Case Number in your cases on EA Help or inside any support emails we sent you about this issue.
  4. 4
    Check the box next to By clicking this box, you agree to share diagnostic information with EA.
  5. 5
    Select Submit report and wait for it to complete. 
  6. 6
    Make sure to keep your Report ID for future reference. You can click the copy to clipboard icon to copy it. 

If you can’t open the EA app

  1. 1
    Go to Start or press the Windows key on your keyboard, and enter EA Error Reporter
    • Alternatively, you can copy and paste the following path into the Windows Explorer address bar: C:\Program Files\Electronic Arts\EA Desktop\EA Desktop 
    • Once you’re in the folder, select the ErrorReporter application.
  2. 2
    Choose the Type of problem you’re having.
  3. 3
    Tell us about the issue you’re having in the Description of problem field.
    • If you’re running the Error Reporter as part of your EA Help case, include your Case Number in the Support Ticket Number field.
    • You can find your Case Number in your cases on EA Help or inside any support emails we sent you about this issue.
  4. 4
    Check the box next to By clicking this box, you agree to share diagnostic information with EA.
  5. 5
    Select Submit report and wait for it to complete. 
  6. 6
    Make sure to keep your Report ID for future reference. You can click the copy to clipboard icon to copy it.

How to submit an error Report ID

If you’re having issues installing or launching the EA app or your games, follow the steps below. Once you’ve submitted your report, you’ll need to manually attach the files to your case with us.
On PC
  1. 1
    Navigate to C:\Users\[Your computer name]\AppData\Local\Electronic Arts\EA Desktop\Logs
    • Copy and paste %localappdata%\Electronic Arts\EA Desktop\Logs into File Explorer to go directly to the folder. 
  2. 2
    Make hidden files and folders visible.
  3. 3
    Attach the files in the Logs folder to your case.
  4. 4
    Repeat these steps for C:\ProgramData\EA Desktop\Logs
On Mac
  1. 1
    Open Finder.
  2. 2
    Choose Go, then Go to Folder.
  3. 3
    Enter the following file path: Users/<username>/Library/Application Support/Electronic Arts/EA app/UData/Logs
  4. 4
    Press Command + Shift + . (period) on your keyboard at the same time. The hidden files will appear as translucent in the folder.
  5. 5
    Attach the files in the folder to your case.

If you already have a case open

  1. 1
    Go to the My Cases page.
  2. 2
    Choose the open case that needs more information.
  3. 3
    Select Resume, enter your Report ID, and add a quick note about your issue's status.
  4. 4
    Send your update, attach your files, and we'll get back to you as quickly as we can.
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