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EA app cloud-save errors are not one problem: they can come from the wrong EA Account, an EA service or network outage, an app-cache fault, or a game that keeps saves locally and does not support the transfer you expect. First stop launching the game and copy every local save you can find. Then verify the account and service status, use EA app cache recovery only for app symptoms, and apply the game-specific limits below. Mass Effect Legendary Edition has EA forum guidance describing local saves and manual PC-to-PC copying; Dragon Age Keep imports story choices for a new Dragon Age: Inquisition game and is not a backup of an active campaign. If no local copy remains and the app does not retrieve one, the available guidance does not guarantee recovery, so escalate with complete account, platform, edition, and error details.
What should I do first when an EA app cloud save is missing?
Protect whatever still exists before attempting synchronization, reinstalling, or selecting a replacement in a conflict dialog. A cloud prompt can offer a local file or a cloud file; choosing the wrong one may overwrite the only newer copy.
1. Stop actions that can change the save
- Exit the game and the EA app rather than launching repeatedly to “check” the save.
- Do not accept a prompt that says to replace a local or cloud file until you know which copy is newer and have made a backup.
- Do not delete a save folder while testing cache, account, or installation fixes.
2. Make a separate local copy
Copy any save folder you can find to a different location, such as another internal drive or an optional USB flash drive for game-save backups. External storage is only a second manual copy; it cannot repair cloud synchronization and is not required.
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1Repair Windows errors before they cause bigger problems2Scan for outdated or missing drivers - takes under a minute3Clear out junk files and repair common Windows errorsFor Mass Effect Legendary Edition on Windows, the EA community-manager guidance identifies the default folder as Documents > BioWare > Mass Effect Legendary Edition > Save. Windows may redirect Documents to another location, including a cloud-backed Documents folder, so check the actual Documents path shown on your computer and search for another copy before assuming the folder is empty. That path is not established as universal for every Mass Effect edition, operating system, or storefront.
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3. Preserve timestamps and versions
Keep the original folder unchanged and make dated copies, for example “MELE-save-before-sync.” File dates can help you identify a newer intact set, although the reviewed guidance does not define a universal conflict-resolution rule for the EA app. Never replace a known newer folder with an older one just because the older copy appears in a cloud prompt.
How can I tell whether this is an EA app problem or a game save limitation?
Separate an app symptom from a title’s save design. Offline mode, authentication failures, stalled downloads, or a game missing from the Library point toward the app, account, service, or network; a second computer showing no campaign progress can instead reflect local-only storage or unsupported transfer.
| What you observe | Most useful first check | What it does not prove |
|---|---|---|
| “Can’t connect,” authentication error, or persistent offline mode | Verify the signed-in EA Account, network, and EA service status | It does not prove that a missing save is stored in the cloud |
| EA app will not update, a download is stuck, or a game is absent from Library | Use the EA app’s App Recovery cache option | Cache clearing is not a save-recovery procedure |
| Game launches but has no expected campaign | Check the local save folder and whether the title supports transfer between the two systems | An account login alone does not establish cross-device save support |
| A local/cloud replacement prompt appears | Stop, back up both visible copies, and compare dates or progress | The older-looking choice is not automatically safe |
| Progress is missing after moving from PC to console | Check the game’s platform-transfer limits | PC-to-PC guidance cannot be extended to console portability |
How do I verify the EA Account, service status, and network?
Account and connection checks come before file surgery. EA describes account data, including saves and achievements, as associated with the EA Account; moving a game to another account does not move that data with it.
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Confirm the account that owns the game
- Open the EA app and inspect the signed-in email or account identifier.
- Sign out only after recording which account is currently active, then sign back in to the account that purchased or originally played the game.
- Check that the game edition and expected library entry belong to that account. A second account can legitimately show no history even when the computer contains old files.
Check service and connection conditions
- Look at EA’s service-status information when the app reports authentication, network, or connection errors.
- Test the connection in another application and, if possible, retry on a stable wired or known-good network.
- Wait out a confirmed outage instead of repeatedly clearing cache or reinstalling. EA’s cache guidance explicitly says cache clearing cannot fix an outage.
A connection error and a lack of cross-device save support can occur together but are different issues. Restoring sign-in will not create a transferable save for a title that stores campaign files locally.
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How do I clear the EA app cache safely?
Use cache recovery for app-side symptoms such as being stuck in offline mode, the app failing to update itself, stalled downloads, or games missing from the Library. EA does not document cache clearing as a way to restore a deleted or absent local save.
Windows
- Open the EA app menu.
- Choose App Recovery.
- Select the option to clear the cache and allow the app to restart.
- Sign in again if requested, then check the Library and connection state before opening the game.
macOS
- Open the EA app.
- Open the Help menu.
- Choose App Recovery and clear the cache.
- After the restart, verify the account and Library state.
Menu names and service behavior can change. If an outage is shown, stop after checking status; cache recovery will not repair a server-side interruption. Do not delete local save folders as part of this procedure.
How does Mass Effect Legendary Edition handle saves between PCs?
An EA community manager’s forum response says Mass Effect Legendary Edition saves are stored locally and do not automatically transfer between systems; the response says manually moving the save folder between PCs may be possible. Treat that as the available guidance for this game, not a guarantee for every Mass Effect title, edition, launcher, operating system, or platform.
Find and copy the Windows folder
Start with Documents > BioWare > Mass Effect Legendary Edition > Save. If it is not there, inspect the real Documents location, including any redirected or cloud-backed Documents folder, and search the computer for a folder named “Mass Effect Legendary Edition” or “Save.” Keep an untouched copy before moving anything.
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Move a PC save cautiously
- On the source PC, close the game and EA app, then copy the entire save folder to separate storage.
- On the destination PC, launch the game once and exit so its expected folder structure exists, if the game creates one.
- Back up any destination saves before copying. Do not overwrite them permanently; rename the existing folder or place it in a dated backup location.
- Copy the source save files into the destination’s corresponding folder, preserving the folder structure.
- Launch the game and check the load menu. If progress is absent, exit without deleting either backup and compare the copies.
This is manual file movement, not EA cloud synchronization. The cited forum response also said cross-platform transfer to Xbox was not planned at the time of that response. Because that statement is older, it should not be read as a current promise or prohibition for every later release; verify the exact edition and platform before relying on it.
Same PC, another PC, and console are different cases
| Situation | What the available guidance supports | Safe expectation |
|---|---|---|
| Same Windows PC after an app error | Look for the local folder and preserve it | Local recovery may be possible if files remain |
| Another Windows PC | Manual folder copying may work for Mass Effect Legendary Edition | Do not assume automatic cloud transfer |
| PC to Xbox or another console | The older EA response did not plan Xbox cross-platform transfer | No guaranteed portability from the PC instructions |
| Different Mass Effect edition | Not established by the cited response | Check that edition’s own support information |
What is Dragon Age Keep, and can it restore an Inquisition save?
Dragon Age Keep is a separate story-choice import tool for Dragon Age: Inquisition. The official manual describes it as a way to set or import choices from earlier Dragon Age games into a new Inquisition game; it is not the active campaign’s save file and should not be treated as cloud backup.
What Keep can do
- Let you configure prior-game decisions and a world state.
- Import that state when starting a new Inquisition playthrough, where supported by the game’s setup.
- Help establish narrative continuity without transferring the original game’s campaign progress.
What Keep cannot be assumed to do
- Restore a deleted Inquisition campaign.
- Synchronize an existing save folder between computers.
- Guarantee recovery merely because the local save directory is empty.
Forum discussions describe users seeing local-folder and cloud mismatches, but those reports involve different launchers, accounts, and dates and do not establish a current official recovery procedure. If an Inquisition campaign is missing, preserve any remaining files, verify the account and service state, and escalate rather than trying to rebuild it through Keep.
What should I do when the EA app asks me to choose a local or cloud file?
Do not choose by habit. First preserve both options, then identify which one contains the newest playable progress.
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- Screenshot or record the wording of the conflict prompt and any displayed dates.
- Cancel or postpone the choice if the app allows it.
- Copy the local save folder and any accessible cloud copy to separate backup locations.
- Compare file dates, campaign checkpoints, character levels, and other in-game progress using copies, not originals.
- Select the known newer intact copy only after backups exist. If neither copy is clearly newer, keep both and seek support instead of guessing.
The reviewed EA material does not specify one universal conflict rule for all games. A timestamp can be misleading after a file move or restore, so use playable progress and multiple dated backups where possible.
What if the local save folder is empty or the cloud copy never appears?
An empty local folder does not prove that a cloud copy exists, and a successful account sign-in does not prove that a title supports cloud restoration. The available sources do not establish a guaranteed recovery route when the local save has disappeared and the app does not retrieve it.
Run a careful search before escalating
- Search the actual Documents location rather than only the default path.
- Check redirected, synchronized, or previously backed-up Documents folders.
- Look for dated copies created before a reinstall, computer move, or account change.
- Confirm that you are checking the same Windows user profile and game edition used to create the save.
Do not infer recovery from unrelated signs
An empty folder is not proof that the cloud contains a usable campaign. Dragon Age Keep data is not proof of an Inquisition save, and a game appearing in the Library is not proof that its progress is synchronized. Likewise, clearing cache can repair app presentation or connection symptoms without bringing back a deleted local file.
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Escalate after preserving files and recording the exact failure. Support cannot assess a vague “cloud save missing” report as efficiently as a report tied to one edition, platform, account, and error.
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Include these details
- Game and exact edition, such as Mass Effect Legendary Edition or Dragon Age: Inquisition.
- Platform and storefront, including whether the problem is on the same PC, another PC, or a console.
- EA Account identifier or sign-in email, without posting passwords or security codes.
- Approximate last time the save was playable and any recent computer, launcher, reinstall, or account change.
- Whether any local save folders or backups remain, and where they were found.
- The exact sync prompt, authentication message, or connection error, plus screenshots if available.
- What you already tried, including account verification, service-status checks, and cache recovery.
The reviewed guidance does not confirm that support can restore a save after its local copy has disappeared, so request an assessment without assuming recovery is guaranteed. Keep your preserved files untouched while the case is open.
Which troubleshooting path fits my situation?
Use the shortest branch that matches the symptom, then stop when it reaches an evidence limit rather than repeating destructive steps.
| Situation | Path | Stop or escalate when |
|---|---|---|
| Offline, authentication, or connection error | Verify account, check service status and network, then use App Recovery if the app itself is stuck | The service is down or the error persists after app recovery |
| Mass Effect Legendary Edition missing on another PC | Back up the source folder and consider manual PC-to-PC copying | No local source files remain, or the destination is a console |
| Dragon Age: Inquisition campaign missing | Search and preserve local saves; do not use Keep as a restore tool | No intact local copy is found |
| Local/cloud conflict prompt | Back up both sides and compare actual progress | Neither side is clearly newer |
| Save absent everywhere | Record edition, platform, account, and error and contact EA Help | Do not promise or assume restoration |
Frequently Asked Questions
Can two computers using the same EA Account have different saves?
Yes. Account ownership and local file storage are separate concepts. For a title whose campaign files are kept locally, two computers can show different progress even when both are signed into the same account.
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Does changing the Windows Documents location affect Mass Effect saves?
It can make the default-looking path appear empty while the files are in a redirected or synchronized Documents folder. Check the location Windows actually opens for Documents before concluding that the save was deleted.
Should I keep using the game while EA investigates a missing save?
Avoid creating new progress until your existing folders are copied and the case details are recorded. New launches can create or update files, making it harder to identify which copy was originally intact.
Can Dragon Age Keep transfer choices into an already-running Inquisition campaign?
Keep is intended for setting a world state when beginning an Inquisition game, not for merging choices into an active campaign save. It should therefore be treated as setup data rather than a live-save repair mechanism.
Is a cloud-save error always caused by an EA outage?
No. An outage can produce connection or authentication symptoms, but a missing campaign on another system may reflect local-only storage or unsupported transfer. Check service status while also checking the game’s save model.
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