EA_Kent

@1092adws 

Are you also getting the "invalid account" error message as well, or is it something different? 

/Kent

@PinkMoistMilk 

Thanks for giving it a shot!

When you have a chance could you grab a DxDiag and share it here so we can take a look? For more details on how to pull one up check out the EA Help website. 

Once you have the fil...

@ProdigyOnWiiFit 

Your account was reset entirely? That's definitely strange. Were you always playing on PS4 using the same account? 

/Kent

@KundaScialo 

Much appreciated!

Looking through the diagnostics section in the DxDiag you attached I noticed a few programs have been crashing, but one that stands out is AUEPMaster.exe. I'm wondering if the AMD User Experience Program crashes are related to the issues you've been seeing while you're trying to play Apex Legends. 

If you don't mind reinstalling Origin and Apex Legends, can you try something for me? I'm curious to see what happens if you start up your PC in a Clean Boot before you launch the game. If the crashes are related to something else running on the PC that...

Hey @Octdank. 

It's really rough to hear about what happened with your account, but unfortunately account bans aren't something we're able to investigate here on Answers HQ. The Terms of Service team would need to take a look at your account and determine if the ban could be overturned. 

When you have a chance please set up a case with them so they can take a look. You can find more details on how to contact them over at the ...

Hey there, 

Thanks for the updates on this. 

If you're still running into this same issue after trying all the steps that were recommended in this thread, could you try running a UO Trace? That's a test that will give us a detailed look at the connection between your device and the servers, so if there's something happening in between we should be able to spot it. 

To run the test you would need access to a PC on the same network as your console. If you do, check out the EA Help website for more info on how to run it. Once you have the result...

@Fedre007 

Hmm, I see. 

Can we try running through some connection troubleshooting steps to see if that helps at all? Freezes like this can sometimes happen due to connectivity issues, so I'd like to see if that helps stop it from happening again. 

First, I'd recommend starting off with the ...

Hey @mmontecillo. 

If you're still getting this same error after resetting the EA Account password it would be best to reach out to the EA Help team so they can pull up the account and take a look. 

For more info on how to set up a case with them check out the ...

Hi @Yoga-Goats.

I'm afraid there is no cross-platform saving for Apex Legends. If you start playing on PC after you were previously playing on Xbox you would be starting over from the beginning. 

/Kent

Hey @IH8Weeks. 

Are you noticing any of the performance icons coming up in-game while this is happening? Also, do you have the game installed on an external hard drive? 

/Kent

Hey @HEXA_Denis_FpsTV. 

Does it seem like the FPS drops have been happening at a certain spot in the map, or is it just totally random? Would you also be able to grab a DxDiag and share it here as well? 

You can find more info on how to pull one up over at the ...

Hi @redcomet445. 

If you're still not seeing those coins on your account please reach out to the EA Help team when you have a chance. Unfortunately we aren't able to look into missing coins here on Answers HQ, but the EA Help team can pull up your account and help out with that. 

For more information on how you can get in touch with them check out the ...

Got it, thanks!

Do you have Apex Legends installed on the same drive as Windows and Origin, or are they on different storage drives? If they're on separate drives, would it be possible to move them so they're on the same drive to see if that makes any difference? 

I've seen cases where having them installed on separate drives can lead to some weird issues, so I'm wondering if that might be what's happening here as well. 

/Kent

@Fratzy1 

Nice! Thanks for letting me know it helped. I'm glad to hear it's back to normal for you now! 

/Kent

Hi @redthunder1321. 

Repairing the game in Origin should help with that. If you right-click on Apex Legends in the Origin library you'll see the Repair option when the menu comes up. 

That should take care of the black textures you've been seeing. 

/Kent

Hey @LordMilestone. 

I'm afraid there isn't a way to disable the ping or chat wheels in-game. This is something we've received a lot of feedback on since Apex Legends launched, which we have forwarded up to the team. 

At the moment, though, unfortunately it's not something that can be disabled. 

/Kent

Thanks for giving it a shot. 

Clearing the Origin cache can also help with issues like this, but it sounds like that didn't do the trick in this case. I'm wondering if there might be an issue with the game syncing up with the servers. Can you try running through some connection troubleshooting for me to see if that has any effect at all? 

If it still happens after that check out the ...

@xbrighthazex 

You're getting the same "couldn't initialize sound" error on Xbox One? 

/Kent

Hey @hotboys_keta. 

Thanks!

If possible could you attach the full text file for the DxDiag? If you're not comfortable attaching it publicly you can also send it to me in a direct message. 

/Kent

Hi @pulloutthecoupe. 

When you've got a chance can you try resetting the password for your EA Account to see if that helps? That can sometimes fix the invalid account error. For more info on how to reset it check out the EA Help website. 

If you're still getting the same error message after that please reach out to the EA Help team so they...