EA_Illium

@Irres169 Is this issue still happening? If so which platform are you on? - Illium

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@exoset77 closing this thread for visibility reasons, if there are updates we will share them. - Illium

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@MissHazel21 Do you have a secondary Gamer tag to try Apex on to confirm if it crashes there? Also, did this happen after getting the update or trying to enable and added friends?

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@bardcck Apex Legends is currently not cross-save compatible, so if you have an account on PS4 and PC the progress would stay separate.

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@griensose To check do you have anything in webroots blocked/guaranteed list that is apart of Origin or Star Wars? If not then reaching out to their support to see if they have a high do not disturb list might help us.

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@th3errorx Based on the UOTrace the game should be able to connect to our servers, when you get in-game are you getting disconnected a lot, or seeing jittering?

Based on what you have tried so far, I would commend going through the steps here, http://bit.ly/PSTroubleshooting to see if ... Read more

@exoset77 Updating the email on the Console accounts wouldn't split them into 2 EA Accounts, as I had mentioned this is currently something we are looking into. Once we have further information we can share it. - Illium

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@Irres169 Which platform are you on? - Illium

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@exoset77 It is a possible cause. One issue we are looking into is where players have reported two of the same console ( 2 PSN Account, etc) not being able to get online at once if there tied to the same EA Account.

This may be connected to that. I would recommend Disabling the cross-play setting > Restarting the game and reactivating it, then make sure to follow the steps in the link below to see if you are able to see each other.

... Read more

Hey @iCroN00b ,

 

Thank you for the information, we are not aware of an issue causing latency, if you are still experiencing an issue I would recommend going through our basic and ...

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@IslamGhunymGTX Wanted to confirm in the Program you used, 'pingplotter' does the column 'pl%' not stand for packet loss, I am not familiar with this program?

If it does then this is a significant factor, you are correct in the sense that ping time is a sort of trip time from you to the server, however, packet loss would help denote how much of the information being sent is getting to the server and what amount is getting lost.

even if you are not directly accessing the nodes along your path to our servers if bits of needed information for the game get lost at these points then this can cause different issues with how the g... Read more

@th3errorx Thanks for the information, would be able to get a UOTrace for us to look at? (does require a windows pc)

- Illium

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@th3errorx Wanted to see if you are still seeing packet loss? Are you on a wired or wireless connection? - Illium

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@exoset77 Are both your PS4 and your Sons Xbox tied to the same EA Account? - Illium

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Hey @ht09cg 

 

If your EA Account has been actioned, we would be unable to investigate or assist with this on the forums. YOu will need to reach out to an EA Advisor in order for them to begin assisting you with this issue. 

- Illium

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@Irres169 Are you getting timed out messages, or is it loading infinitely trying to connect? - Illium

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@IslamGhunymGTX Looking at the images shown, it does appear at a few IP addresses you are having Packet Loss. I would commend going through our Basic and ...

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@uytrfghjiuy I would recommend getting in contact with an EA Game Advisor, if you are trying to recover an older account and have made a new one it might cause things to get mixed up. Reaching out to them to help get back into the correct account would be our best option.

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@ElvisDeHova Excellent, thank you for checking in on this, will pass what happened along to the correct team. I'm glad it did complete for you to progress, however. - Illium

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