EA_Kent

Hi @AVD_Sanox, 

Are you currently using a VPN or anything like that on your PC? If so, can you try disabling it to see if that helps? 

@Icedvanilla9 

Gotcha, thanks!

Could we try out some troubleshooting to see if we can help stop these disconnections from happening? 

A good place to start out would be with the basic and ...

Hi all,

This is something we've been looking into since last week's update. 

We appreciate everyone's patience while we're investigating. 

Hey @Provokee123, 

Thanks for the info!

Do you know if your friend is on a child or adult account? 

Hi @Icedvanilla9, 

What are the error messages you've been seeing when you're getting disconnected and when you're trying to rejoin? 

Hi @Provokee123, 

Which platform do you play on yourself? 

Hi @RubikTSV, 

There is no cross-platform progression in Apex Legends, so I'm afraid your progress from PC will not carry over to Xbox. 

If you're having trouble with logging into your EA Account or with resetting the password it would be best to get in touch with the EA Help team so they can take a look. I'm afraid we aren't able to help with account issues here on Answers HQ. 

For more details on how to set up a case with the team check out the ...

Hi @nolse34, 

I'm really sorry, but we don't have the tools that would be needed to help with something like this Answers HQ. The EA Help team has specific requirements they use to verify account and purchase requests, and if they aren't able to verify they will unfortunately have to deny the request. 

I can only recommend following up with the team and providing the information they've requested so they can proceed with the investigation, if at all possible. 

@hexerxhacker 

An overlay is just an application that runs "on top" of the game while you're playing. Something like the Discord overlay, for example. 

If you haven't already, I think it's worth trying a Clean Boot to see if that makes any difference. If there is something running in the background that could be related to the errors that may help to get around it. 

For more info on how you can set up a Clean Boot check out the ...

Hi @benny92xfc, 

I'm afraid this often happens when a platform account is unlinked from its original EA Account. Unlinking an account can lead to some strange issues. If you're able to relink the account back to the original EA Account that should help stop this from happening. 

In the meantime, the EA Help team should be able to assist with receiving the coins. There are processes set up to help with that. 

@BAZO961 

You should be able to see and change the region through the EA Account Management website. 

For more info on how you can sign into the Account Management website check out the EA Help website. 

Hey @r3tr0gear, 

Are you running Apex Legends through Origin, or do you use Steam? 

@hexerxhacker 

Gotcha, thanks!

Do you currently play with any overlays running? If so, can you try disabling any overlays to see if that makes a difference? 

Hey @memesiguess5, 

That most likely means you were still logged into the PS4 version of the game when you tried logging in on PS5. 

Make sure that you back out of the game lobby on PS4, then try launching the PS5 version and see if that helps. 

Hi @BatmanViper1977, 

Do you also play on PS4, or are you playing on a different platform? 

@Streleetzia 

Ah, I see! Thanks for following up and letting me know. I'm glad to hear he was able to help figure out what was happening. 

Hi @hexerxhacker, 

That's a weird one. What resolution are you playing at? Have you set a custom resolution in the command line arguments? 

@viprosia 

Got it, thanks!

Could we try setting a different DNS in Windows to see if that makes any difference? You can change the DNS through the Windows TCP/IP Settings. For more info on how to get there check out the Microsoft Support website. If you choose the Manual option you can enter a DNS of your choosing. 

I usually go with the public Google DNS (Primary DNS: 8.8....

@Streleetzia 

Thank you!

I noticed several errors in the Diagnostics section in the DxDiag you attached. One of them in particular may point to a video driver issue. Can you try a clean reinstall of your video drivers to see if that helps, if you haven't already? 

Hi @Destroymykitte, 

Have you played Apex Legends on any other platforms with the same EA Account? Do you recall unlinking any platform accounts from your EA Account before this happened?