EA_Kent

Hey @cantonc, 

For issues with Prime Gaming I'd recommend getting in touch with the EA Help team so they can take a look at your account. I'm afraid that isn't really something we can do here on Answers HQ. 

You can find more details on how to set up a case with them on the EA Help website. Y...

@Super-Microsoft 

At the moment the following languages are supported on Answers HQ:

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Hey all,

Apologies for the delayed reply on this. If you're still having this issue can you let me know which platform you're playing on? 

/Kent

Hi @NotZynnx, 

Are you also playing on PC? If so, what happens if you try starting up your PC in a Clean Boot before launching Apex Legends? Does the game still crash? You can find more information on how to set up a Clean Boot over at the ...

Hey @vhgf2rkyo5u1, 

Apologies for the late reply on this. When you have the chance please reach out to the EA Help team so they can take a look at your account. Unfortunately an issue like this isn't something we can help with over Answers HQ. 

You can find more information on how to set up a case with them over at the ...

Hey folks,

I know it's frustrating when all you can do is wait, but the TOS team is working on getting through appeals as soon as they can. We don't have a way of expediting an appeal, and unfortunately there isn't any way for us to see how long the investigations may take. 

The team will get back to you as soon as possible. Please watch for the TOS team's reply in your email. 

/Kent

Hey @ItMeCreep, 

Usually after you play a few ranked matches this will clear up on its own. The ranks will sync back up and the game will recognize your correct rank. Unfortunately we don't have a way to do that manually ourselves. 

I've seen some cases where it does take a few matches for it to sync up. If it's still not showing correctly I can really only recommend playing some additional matches until it matches back up. 

/Kent

Thanks for the additional details! It looks like this is an issue the team is aware of and investigating. 

/Kent

Hey @Hitch1771, 

Usually a repair will fix this. If you're on Origin you can repair the game by right-clicking on Apex Legends in your Library and selecting the Repair option from the menu. If you're using Steam try verifying the integrity of the game files to see if that helps. You can find more information on how to verify the files over at the ...

Hi @keinengelX, 

To my knowledge there isn't a way to set yourself as invisible or offline in-game in Apex Legends on Steam. 

/Kent

Hey @idontpIayapex, 

We should try out some connection troubleshooting to see if we can help out with the packet loss issues you've been seeing. When you've got a chance I'd recommend starting off with the basic connectivity steps over at the EA Help web...

Hey @Jamie3PV, 

That's definitely strange. What happens if you try setting up your PC in a Clean Boot before you launch the game? If there's anything else running that could be causing the issue that may help to get around it. You can find more details on how to set one up over at the EA Help website. Please let me know how that goes once you've had the chance to give it a shot. 

...

@SlimeTalk97 

Got it, thanks. This is actually an issue we've been tracking for some time. Some accounts are getting stuck with a Code:Net error when attempting to connect. The Apex Legends team has been investigating and working on getting it fixed, but right now I'm afraid I don't have a time frame on when it might be resolved. 

We've been tracking the issue at this thread. I'd recommend keeping an eye out here for updates: 

...

Hey all,

There was a brief period where the event items weren't actually discounted like they were supposed to be. If you crafted any of these items during that time please get in touch with the EA Help team so they can take a look at your account. They should be able to help with that. 

We have more information on how to contact them over at the EA Help website. The EA Help team is also on ...

@TheHairyPickle 

Ah, I see! I appreciate you following up and letting me know what was happening. I know it's rough to have to replace hardware like that, but I'm glad to hear it seems to be working now. 

/Kent

Hey @TheHairyPickle, 

Thanks for sharing that. 

Looking at the Diagnostics section of the DxDiag one thing that stands out to me is a process called triggermodemonitor.exe has been crashing pretty often. It looks like this might be related to an MSI OC software. Are you currently running anything that might fit that description? 

Also, since you've started troubleshooting this have you had the chance to try starting up your PC in a Clean Boot to see if that makes a difference? If this is software-related then a Clean Boot might help to get around the issue that's causing these crashes. For more det...

@DarkThunder2579 

I get what you're saying, and I just want to see if we can help fix this issue so you can get back up and running. If the troubleshooting I recommended before hasn't helped can we try using a different DNS on your PS4 to see if that helps? I've seen some cases in the past where using a different DNS can help with issues like this as well. 

To change the DNS on your PS4 follow the steps below: 

1. Open the PS4 Settings and select Network

2. Select Set Up Internet Connection

3. Choose Wi-Fi or ...

@CyanPlastic, 

No worries! Thanks for following up and letting me know you got it figured out. 

/Kent

@YoungBoiMohammed 

Excellent! Thanks for following up and letting me know. I'm glad to hear it's working now. 

/Kent

@TheHairyPickle 

When you have the chance can you grab a DxDiag and share it here so we can take a look? You can find more information on how to pull one up over at the EA Help website. Once you have the text file please attach it to this thread.