EA_Kent

Hey there, 

Since this is an old thread that has been inactive for quite a while I am going to lock it to prevent further necro-posting. 

Please get in touch with the Terms of Service team so they can review your account. I'm afraid this isn't something we would be able to help with on Answers HQ. 

You can find more details on how to set up a case with the TOS team at the EA Help website. 

@reiketsunakira 

Got it, thanks!

Do you have Apex Legends installed on an external hard drive, or is it saved to the drive that's built into your PS4? 

Hey @gpogliano997, 

Got it, thanks. 

Do you have access to a PC on the same network as your Xbox? If so, could you try running a UOTrace when you've got the chance? That should give us a more detailed look at the connection between your home network and the servers, so if something is happening in between we might be able to spot it. 

You can find more info on how to run the test at the ...

@OlyVorg 

Did you try moving the game to the internal hard drive? Are you still running into the same issues? 

@reiketsunakira 

Got it, thank you!

Does this happen if you open up the Legend information screen and leave it open until the match starts? 

@IMightKickAss 

Thank you! 

If you can upload the video to someplace like Youtube and link it here that would be great. 

Hey @inmihans870, 

When you created your case did you follow the steps in the link I sent you? That should help you set up a case directly with the TOS team so they can review your account. 

@Arkydia 

Good stuff, thanks for letting me know! 

@gpogliano997 

Thanks for giving that a shot. 

Can we also try setting a static IP for your Xbox to see if that helps? The Port Forward website has some instructions on how to set that up. If you're able to give that a shot please let me know if you're still seeing any disconnections afterward. Thanks again!

Hey @OlyVorg, 

If your wifi connection isn't great that's probably the reason why you're seeing lag. Is it possible to try connecting with a network cable instead to test and see if you notice a difference? 

@AbstractedSpike 

Got it, thanks!

I believe the sound icon just means that your in-game volume is maxed out, so I don't think that's connected to the freezing issues. 

Can we try a few things to see if we can help with this? When you've got the chance I'd recommend starting off with the ...

Hi @Sp4c3G1rl, 

Were you able to try repairing the game to see if that makes any difference for you? 

If you're still having trouble launching it after that can you share a DxDiag so we can take a look? For more info on how to pull one up check out the ...

@KREMlT 

Thanks for following up!

If it starts crashing again feel free to give me a shout here. 

@KREMlT 

Thanks for following up!

If it starts crashing again feel free to give me a shout here. 

Hi @Jeikgang, 

It might be related to the location settings on your Steam account. I'd recommend getting in touch with the Steam Support team so they can take a look. 

You can find more info on how to reach them at the ...

Hi @reiketsunakira, 

I wonder if there might be some corrupted data in the game files that's causing this to happen.

Have you had the chance to uninstall and reinstall to see if that helps at all? If you can give that a shot please let me know if you're still seeing the same issues afterward. Thanks!

Hi @AbstractedSpike, 

Did you notice any of the red in-game performance icons coming up when this was happening? 

Hey there, 

Thanks for the report!

If possible, can you share a video of this happening the next time you see it? 

Hi @Neo08X, 

Let's try a few things and see if we can help stop this from happening. 

When you've got the chance I'd recommend starting off with the basic connectivity steps from the EA Help website. If you're still having any issues afte...

Hey @waf86, 

Changing the DNS settings on your PS4 might help with that as well. You can change the DNS using the steps below: 

1. Open the PS4 Settings and go to Network 
2. Select Set Up Internet Connection 
3. Choose Wi-Fi or LAN Cable depending on how your console is connected to the internet 
4. Select Custom 
5. Choose Automatic...