EA_Kent

Hey @drixmindmage. 

In previous cases I've seen where this is happening it's been due to a connection issue of some kind. I'm wondering if that might be the case here as well. 

When you have a chance please run through the basic connection ...

@MoarMagpul 

You're welcome! I'm glad to hear you were able to figure out what was happening. 

/Kent

@CyanPlastic 

Much appreciated. I can pass this along for a look. 

/Kent

@CyanPlastic 

Thanks, I appreciate that. Feel free to share the video here if you're able to record a clip. 

/Kent

@MoarMagpul 

Hmm, gotcha. That's definitely weird. 

Just to test this, have you tested this with other controllers on your Xbox to see if that has any effect at all? 

/Kent

@Radiaators 

Setting it to 2GB would probably be OK, but if you notice any sort of stuttering you might be better off leaving it at "none." The textures might not look all that sharp, but that should get you better performance.  

/Kent

Hi @edkuzko. 

You haven't seen any of those skins at all since you claimed them? Did you have them on your account in the past, and now they're no longer available? 

/Kent

Hey @SkySabe. 

Is it still showing in black and white after you've closed the game and restarted it? 

/Kent

Hey @Radiaators. 

This is normal. Some of the VRAM will be reserved, so you won't see the exact amount. 

If you open up your Task Manager in Windows and click on your GPU under the Performance tab you'll see the reserved amount where it says Hardware reserved memory. 

/Kent

@MoarMagpul 

Got it, thanks!

Are you only noticing this happening when you yourself are the drop master? 

/Kent

Hi @mished92. 

Thanks for giving the repair a shot. 

When you have a chance could you grab a DxDiag and share it here? For more info on how to pull it up check out the EA Help website. 

Once you have the file please attach it to t...

@nmontsoccer02 

Thanks for following up and letting us know that worked for you! 

/Kent

Hey @MoarMagpul. 

Is there any way you could grab a video of what you're seeing when you're diving? If so, can you attach the video here so we can take a look? 

Thanks!

/Kent

Hey folks. 

This is an Origin issue we're currently investigating and working to get fixed. In the meantime we've heard about a workaround that may help: 

1. Close Origin and stop the following processes: OriginWebHelperService.exe and OriginClientService.exe 
2. Delete all files in the following folders: 
- C:\ProgramData\Electronic Arts\EA Services\License
- C:\Users\\AppData\Local\Electronic Arts\EA Services\License

3. Start Origin back up again

Thanks for being patient with us while this is under investigation. 

/Kent

Thanks for the details everyone. 

If you're getting the "invalid account" error message can you try resetting the password for your EA Account to see if that helps at all? I've heard from others who said they stopped seeing this error after it was reset. 

For more information on how to reset the password check out the EA Help website. Let me know how it goes when you can. 

/Kent

Hey @sauceonmac. 

I took a look at the cases that you created, and I'm only seeing that you submitted two cases today on the 23rd. From what I can see it looks like you were able to chat with the EA Help team on both of them as well. 

Is there a different case that you created where you never heard back? If so, could you send me the case number so I can take a look? 

/Kent

@AyYuhAy 

You're welcome! Thanks for coming back and letting me know it helped. 

/Kent

@Cyberhiker1965 

That's good to hear! The files in those folders are cached data that the Origin client would automatically replace on its own. Thanks for letting me know that it helped. 

/Kent

@Cyberhiker1965 

I'm wondering if this might be related to an Origin issue we're currently tracking. We've been getting reports that the Origin client is popping up and taking focus from other apps while they're running. I'm thinking that Origin might be taking focus away from Apex Legends while the game is running, which could explain why your mouse is behaving strangely in-game. 

When you have a chance can you try this workaround for me? 

1. Close Origin and its services processes (OriginWebHelperService.exe and OriginClientService.exe). 
2. Del...

Hey folks. 

Did you have a chance to try resetting your EA Account password? Does it still give you the same invalid account error message after that, or is it giving you a different error? 

/Kent