Downlad Manager -"Lost connection during download"

[mousejunkie]

Just purchased Crysis online but...

I can start the download manager but I can't download. When I try to download it says "Connecting... 0KB of 0KB". After some time a message pops up saying "Lost connection during download" and the Microsoft error reporting tool pops up as well. After closing the error reporting tool, the download manager also closes.

I've tried it without the firewall running but to no avail

[mousejunkie]

EA support wasn't helpful at all. The reply appears to be a standard one based upon certain keywords in my support request. Wouldn't be surprised if it's automated without a human actually reading it.

Here my response to their reply:

"Please note that I wrote that I tried it without the firewall running and not with the firewall disabled. I am also aware that my router has a firewall.

What I did do was to reinstall the download manager because there was no way of changing the status of the download of the game from "Connecting".

When the game download has not been started, I am able to download the bonus content - so I am able to connect. But when I start the download of the game, it stays on "Connecting" and crashes the download manager after less than a minute. See the attached screenshot of the download manager."

So I am able to download, just not the game itself. What really makes me #@%&£$ is the fact that I could be playing a pirated copy of the game - seems like others who have problems with the download manager feel the same way. I hope that someone from EA reads my post.

I don't have much time to play and was actually looking forward to a Sunday of gaming.

[EAUK_Aurora]

Hi mousejunkie. I am sorry to hear that you are having problems getting the Downloader to work successfully for you. I am just having a look through the information about troubleshooting for the Downloader at EA Support's Knowledgebase right now to see if there are any known issues and fixes there.

There are 17 pages as they cover all games but I thought it would be possible that this could be covered in another game section so I have not filtered. If you would like to take a look through too the link is here.

I have got to some information about possible IE conflicts which could be of help. You can find that here. I shall keep looking though and post back if I find anything else that looks helpful

[mousejunkie]

Hi Aurora. Thanks for the tips. I looked through all the relevant answers and found the text that support had sent to me:

EA Support

Anyway there was nothing of help in the 17 pages . As I had suspected it might have something to do with the IE settings, I changed the security from custom to "Medium".

I'm running XP Pro SP2 (updated) with IE6 (Firefox for general browsing) by the way and have an ATI HD3850. I tried downloading via my regular Power User account and my Admin account. The disk I'm downloading to has 230 GB of free space and is NTFS formatted.

If I have any spyware on my PC, it's something which can't be detected by the usual security software - and I'm paranoid about security anyway. My last virus infection was on Amiga floppies (Byte Bandit if anyone remembers).

I also tried, even though it churned my stomach to do so, disabling all processes running under my account except for explorer.exe - no luck.

Is there any test site or link I could go to which would check if my connection should be ok?

What I can't get my head around is the fact that I can download the bonus content but not the game.

[EAUK_Aurora]

I can't think of a link that would show you connection issues I am afraid....only the ones that show your upload/download speed. I guess it might be worth contacting your ISP just to double check but, unless you are experiencing frequent cut outs or downtime, I would think that it should be okay.

I am afraid that I am a little stumped. I am not massively technically minded and it sounds as though you have really tried to make this work for you.

I know that you have already contacted support via the submission form but it might be worth calling them on their helpline number tomorrow so that you can have a good, clear, two-way dialogue rather than waiting for responses. They are open 9am-9pm Monday to Friday. The number is 0870 2432435 and the calls are charged at national Rate from a standard BT line.

I hope that they can help you out

[mousejunkie]

Thanks again for responding. I live in Malta and can't dial 08... UK numbers from here.

I guess I'll just have to hope it's an issue with the EA download server and keep trying.

[EAUK_Aurora]

Oh I didn't realise that you weren't in the UK. I'm sorry

Hopefully you will get a further response to your second message that will help you. I will keep my fingers crossed for you.

[mousejunkie]

I managed to get them on the phone and again went through the help files which are available on the internet. As a last resort I was asked to try the download from another internet connection using my laptop - that did not work either (I even went around to find an open wireless connection and tried it with that).

What did not interest anyone was the fact that I can download the bonus content onto my tower and laptop and from my and other internet connections, just not the game. The core.ini file in the EA download manager program folder is also empty. The core.html file in the logs folder in the download manager cache folder shows several errors (amongst others "Warning: core.exe not present in core.ini") but EA support is not interested in any of that.

In the confirmation e-mail in which I received my unlock code, it says I would shortly receive the link to the multiplayer demo and the access code - haven't received that either.

Can anyone tell me how to get my money back (or have I just shoved my money up EA's ***?)

[EAUK_Aurora]

I don't know for sure, I am afraid but you might find the information here and here helps.

I am so sorry that you could not get the game to work after all you tried

[mousejunkie]

All is not lost.

(By the way it is possible to dial UK 0870 numbers from here... you just have to keep trying).

I managed to perform the UO trace route whilst on the phone with a support staff member - it pays (costs ) to keep calling because their level of experience varied.

Anyway, it turns out the total loss along the hops is the reason I can't download the 6 GB file (the largest file of the bonus content is 1.8 GB). I would think it's something which needs to modified in the EA download as I can download large files using the "Free Download Manager".

So I dutifully contacted my ISP with the results of the trace route - they then admitted that it was not ok and asked me to forward the results to them so they could investigate it. (As I tried it from other connections it probably means no one living in Malta will be able to download Crysis legally)

Now I need to wait for my ISP to react. After waiting and trying different options all this time, I'd rather wait for another day or two before claiming a refund which can take up to 30 days to be processed.

Shame that my weekend starts today - but my wife will be happy as I won't be playing Crysis (my trying to solve the download problem has royally ****ed her off) and going out with her.

[EAUK_Aurora]

Ah well, fingers crossed then

Yes, I think my husband would be happier if I spent less time thinking about this stuff and going out instead too

[mousejunkie]

aaaaaarrrrgh.... my ISP tested the connection and encountered the same error. They said the error message showed that there is a problem with Crysis on the EA server and that I should contact EA again.

Before calling EA again I performed another trace route and the results were good this time. Tried downloading the game, same problem, trace route again all ok... so it's obviously not my connection.

Called EA again (I was also asked to forward dxdiag results again, like that has anything to do with a download).

Whilst writing this, I performed another trace route and got a lot of loss on servers ending with ea.com. I've probably spent enough on calls to EA support to buy a gold plated DVD of Crysis.

I'm going to call them again now. If the issue is not resolved within a few hours (I've been calling them several times a day and sent in several e-mails during the last 5 days) I will be claiming my money back, although I might have to wait 30 days and sending a summary of this incident to all the gaming magazines for which I can find an e-mail addresses online and of course be setting up accounts with gaming forums to post it there).

[BF2142gamer]

I have a problem with this too, but mine doesn't even show anything, the "x" and "minimize" buttons don't work either, i have to resort to clicking close in my task bar. NEED HELP! oh and the item i downloaded was the northern strike expansion for battlefield 2142 thanks

[mousejunkie]

The final response I got from a senior tech rep was that the issue is caused by a problem which I was initially told by a 1st line rep was not a problem.

But someone from EA has gone out of their way to help with a solution which has restored my confidence in EA and I'm no longer worried in their involvement with Crysis - Warhead.

All I can say is - keep contacting the support team. Their level of experience varies and you will at some point get in touch with someone who can help you.

As Aurora also pointed out - give them a call (or two or three... )

Thank you EA for the many hours of enjoyment in the past and those to come.

[MANFACE GCHQ]

EA tech support ? LOL

[Molleren]

i'm having the same problem with Spore Creature Creator. It says that it is done downloading (0:00 remaining) but still the game is nowhere to be found, and i get the a message saying "internet connection lost during download". I want to play the game i payed for!

What to do??

[CHEMBIO]

I payed for and downloaded Medal of Honor - Airborne. When I click decrypt, it errors with:

ERR_IMPORT_PLAINTEXT_SESSION_KEY

Created a request for support...after the promised 24 hours, noone writes back. They take my money but won't allow me to play it. The download speeds are horrible, the customer support is non-existent, the web page is aweful and I don't appear to have any recourse.

I can't even begin to describe how angry I am. I feel like I was robbed.....EA stole my money.

This service is absolutely lousy...

[rigosong]

Ok Thanks!

[Ballchops]

Originally Posted by Molleren

i'm having the same problem with Spore Creature Creator. It says that it is done downloading (0:00 remaining) but still the game is nowhere to be found, and i get the a message saying "internet connection lost during download". I want to play the game i payed for!

What to do??

It looks like you are not the only one who has this issue. I just bought the same game and have the same exact issue.

[ET-Go-Home]

I have same problem with Spore preload. EADM just says connecting and then I get a message that it lost the connection. The thing is I have tried to download again Spore CC and this works, also the manuals. This is now my 4th day and I got no useful help from EA support yet.