EA_Kent

Hey @Quanlangle 

We've been tracking the issue with non-default controls not working properly with loot boxes. We've got a thread here where we've been gathering up reports: 

...

Hey @WikkaHammDogg. 

We were seeing issues yesterday that were causing a lot of problems with in-game menus and rewards not displaying properly. That should be fixed now. 

If you're still not seeing the rewards I'd recommend getting in touch with the EA Help team so they can pull up your account and take a look. You can find more info on how to create a case with them over at the ...

Hey @Intercept3d. 

This will usually clear up on its own after a few ranked matches. If you haven't already, try playing some ranked games and your ranks should sync back up. 

/Kent

Hi @iL0veHelen. 

There were some issues yesterday that were causing problems with the store not displaying packs or currency properly. That should be fixed now. 

If you're still not seeing the packs I'd recommend getting in touch with the EA Help team so they can pull up your account and take a look. For more information on how to set up a case with them check out the ...

Hey all. 

Marking this is as a solution just for visibility. We're still working to get this issue fixed. 

We're aware of the weird issues that some people are seeing at the moment with menus and Legend select not working like they should. The team is currently investigating and working on getting it sorted out. 

If I hear back with any updates I'll let everyone know. 

Thanks for the reports and for your patience!

Update: 

It looks like a fix has started rolling out. It should be coming to all platforms gradually: 

Thanks again for being patient with us on this. 

/Kent

Hey there. 

Apologies for the late follow-up on this. 

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

Once you have the file please attach it to this thread. Thanks!

/Kent

@Beans_Rule28 

Got it, thanks. 

Where are you located, if you don't mind me asking? 

/Kent

@Beans_Rule28 

I see. Is there a lot of other activity happening on your network at the same time you're trying to play? 

Do you have other devices running on the same network streaming videos or running downloads, for example? 

/Kent

@Beans_Rule28 

Got it, thanks. 

All but one of the UO Traces looks pretty solid. The trace you ran back in March does look pretty rough, though. There's a lot of packet loss, and the ping spikes up pretty high. 

I'm wondering if this might be something that only happens sporadically. Do you typically play around the same time of day? Do you notice any differences depending on what time of day you're playing at all? 

/Kent

Hey @jdeath87. 

When you have the chance I'd recommend getting in touch with the Terms of Service team so they can pull up your account and take a look. 

For more information on how you can set up a case with them check out the EA Help website. 

@Beans_Rule28 

Thanks for giving that a shot. 

Would you mind sending me the results from the UO Traces that you ran before? You can send them to me in a direct message. 

Thanks again. 

/Kent

Hey @Pan_dulce666. 

If you haven't already I'd recommend getting in touch with the EA Help team so they can pull up your account and take a look. 

For more details on how to set up a case with them check out the EA Help website. If you'd rather you could also speak with them through ...

Hey @v_MONST3R_v. 

The shards are tied to the number of packs you've opened rather than your account level. Any time you open a pack there's a chance you can get the heirloom shards, but it's very rare. If you open up 500 packs without ever getting lucky and pulling the heirloom shards, you'll be guaranteed to get them after you open that 500th pack. 

/Kent

@IronHag333 

Thanks for following up! It might just take some trial and error, but hopefully you can find a layout that works for you and your punch-driven style. 

/Kent

Hey @LandonGray. 

It's possible this is happening because of an issue that's not specific to the Xbox itself. Let's try running through some connectivity steps to see if that helps at all. 

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

Hi @MajesticMilkyTTV. 

Mouse and keyboard is not supported for Apex Legends on PS4. Respawn has said in the past this is not something they condone. I'm afraid you would need to use a controller if you're playing on PS4. 

/Kent

@mished92 

Thanks! I appreciate that. 

When you have a chance can you try setting up a Clean Boot on your PC to see if that helps at all with the error you're seeing? If there's anything else running that could be interfering with Apex Legends then a Clean Boot might help get around it. 

For more information on how to set one up check out the ...

@drixmindmage 

Got it, thanks for following up. Let me know how it goes if you have a chance. 

/Kent