EA_Kent

Hey all. 

 

Would you be able to try logging into Apex Legends on a different account to test and see if you're still getting the same error? We're working on gathering up some information about this message. Let me know how that goes when you can. 

 

Thanks!

 

 

/Kent

Hi @Rise_of_the_Box,

As an update on this, there is a workaround that can help in some cases when the game is crashing after Legend select.

If you Alt-Tab the game after select your Legend and wait until everyone is in the drop ship, you should be good to refocus the Apex Legends window afterward and play the round.


/Kent

Thanks for giving that a shot. I'll forward up this information to the team. 

 

 

/Kent

Nice! I'm glad to hear that helped you get the game running normally again. 

Thanks for taking the time to let me know how you were able to get this fixed. 

 

 

/Kent

Much appreciated!

Looking through the DxDiag I noticed that you have several storage devices connected to your PC. Do you have Apex Legends installed on the same drive as the Origin client itself? If not, can you try moving it to that storage device to see if it helps at all? Sometimes issues like this can happen if the game and the Origin client are installed on different drives.

Let me now how that goes when you can.

/Kent

Hey @Rise_of_the_Box. 

 

Thanks for the report on this. We've been gathering up more information on these crashes since we started seeing reports. I'll pass this info along to the team. 

 

 

/Kent

Gotcha, thanks. When you've got a chance would you mind grabbing a DxDiag for me so I can take a look? For more info on how to gather up a DxDiag check out the EA Help website. 

 

Once you have the DxDiag file you can attach it here. 

 

/Kent

Do you have a lot of people on your friends list in Origin? Do you have anyone with a Russian name? We've had some issues like this come up that seem to be related to the friends list, so I just wanted to double-check. 

 

 

/Kent

Got it, thanks! I've seen some suggestions from other players who have run into similar issues with AMD FX series CPUs. When you've got a chance I'd recommend trying the steps that other players have suggested over at this thread: 

 

https://answers.ea.com/t5/Technical-Issues/Game-freezes-then-looses-connection-to-server-AMD-FX-6300...

 

That can help out with issues like this on that particular series of processors. 

 

 

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Would you be able to grab a DxDiag for me so I can take a look? For more info on how to gather up a DxDiag check out the EA Help website. 

 

Once you have the file you can attach it here. Thanks!

 

 

/Kent

@Balentinezz

 

Thanks for giving it a shot for me. I'd like to also try updating the DNS settings on your PS4 to see if that helps as well. We can try Google's public DNS to see how that goes. To update the DNS follow the steps below: 

 

1. Go to your PS4 Settings > Network > Set Up Internet Connection. Select either wifi or LAN cable depending on what type of connection you're using. 

2. After you select the connection type choose IP Address Settings (Automatic) > DHCP Host Name (Do Not Use) > DNS Settings (Manual)

3. Set the Primary DNS to 8.8.8.8, and set the Secondary DNS to 8.8.4.4

4. Hit Nex...

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Hi @KingsofHearts96,

Ah, I see. Thanks for letting me know. When you've got the chance I'd recommend running through the steps the Xbox Support team has on their site regarding crashes to see if that helps at all:

https://support.xbox.com/en-US/games/troubleshooting/game-freeze-solution

/Kent ... Read more

Got it, thanks for the info. Would you be able to grab a DxDiag for me when you have a chance? For more info on how to pull it up check out the article on gathering system info at the EA Help website. 

 

Once you have the DxDiag please attach it here. Thanks!

 

 

/Kent

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@NikJSt 

 

Thanks for the update!  Keep me updated if anything changes. 

 

 

/Kent

Hey @Balentinezz. 

 

Were you able to try running through those other steps I sent you? Are you still having any trouble with connection issues? 

 

 

/Kent

Thanks! Looking at the DxDiag you sent us it looks like you're using a ROG Gladius II. Do you currently have a specific software installed for that mouse? If so, I'm wondering if there might be an issue with the driver. Since it sounds like your sensitivity is changing constantly it may be something going on with the driver. 

 

When you're able can you try uninstalling and reinstalling the ROG mouse software to see if that helps at all? 

 

 

/Kent

 

 

Would you be able to grab a DxDiag for me so I can take a look? For more info on how you can find it check out the EA Help article on gathering system info. 

 

Once you have the document you can attach it here. 

 

 

/Kent

Would you mind running through the PS4-specific troubleshooting steps as well when you're able? Let me know how that goes when you can. 

 

 

/Kent

Hey @DemolitionBois. 

 

Though the installation may say the game is "playable," you might run into some issues until it's fully installed because there may still be some key files missing. I would recommend waiting until the game finishes installing before you try to launch it. If you're still having trouble starting up the game after the installation finishes up please let me know. 

 

 

/Kent

Hi @Balentinezz. 

 

How is your PlayStation currently connected to the internet? Are you using wifi, or is it connected with a network cable? If you're using wifi, I'd definitely suggest trying a network cable instead if possible. That way we can eliminate any sort of potential wifi interference as a possible cause of the connection issues. 

 

I'd also recommend running through the basic network connection troubleshooting steps over at the ...

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