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EA_Aljo's avatar
EA_Aljo
Icon for Community Manager rankCommunity Manager
5 years ago

Re: Unfair Ranked Penality & Unable to Reconnect

Hi there, @Menheon 

It's possible this is related to a connection issue. We should go through some troubleshooting. I'd like you to power cycle your equipment with the following steps: unplug your modem and router. Also, shut down your PC. After 2 minutes plug in the modem and router. Let them come back online completely. Start up your PC and try playing again. Let me know if that helps or not. Also, do you use a wired or wireless connection? Thanks!

21 Replies

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  • SpeedboiTTV's avatar
    SpeedboiTTV
    5 years ago
    @EA_Aljo Let me get this right. You suggest (After dc'ing) that said person restarts both their router and computer, in order to rejoin the game?

    To specify the problem: once you DC, you are no longer able to rejoin the game, and you're kicked from the squad with your mates.
  • bergstroem123's avatar
    bergstroem123
    5 years ago
    @EA_Aljo I don't think that is what Menheon is looking for. He litterally has internet 15 seconds after dc'ing and then tries to rejoin. I am pretty sure the problem doesn't lie in his internet but rather the reconnect system not working as intended.

    Also shutting down his pc and router? Waiting for 2 minutes to then start up the pc and opening the game will result in him not being able to join the game anyways.
  • EA_Aljo's avatar
    EA_Aljo
    Icon for Community Manager rankCommunity Manager
    5 years ago

    @SpeedboiTTV 

    I'm suggesting this as a measure to help prevent disconnecting to begin with.

  • EA_Aljo's avatar
    EA_Aljo
    Icon for Community Manager rankCommunity Manager
    5 years ago

    @bergstroem123 

    I'm trying to help resolve the issue with disconnecting first. We should try to find out why that's happening. Power cycling your equipment, especially if that hasn't been done in a while, is the first thing you should try.

  • SpeedboiTTV's avatar
    SpeedboiTTV
    5 years ago

    Do you have any suggestion, if 100% stable internet connection is not available?

  • bergstroem123's avatar
    bergstroem123
    5 years ago
    @EA_Aljo I understand that this would make it easier for you to resolve it this way, but if 3 people from the same friend group that plays together all the time has had the same problem I do not think the problem is disconnecting. And even if we have problems with disconnecting why would that be relevant? That is exactly why systems like this is implemented into games like apex, to make reconnecting possible.
  • Menheon's avatar
    Menheon
    5 years ago
    Hi @EA_Aljo, I did have a connection issue with my router, as stated I lost connection to my router for about 10 seconds, which got me disconnected from the match. But should this really resolve in me getting ranked penalty for "leaving the game" or not being able to reconnect to the ongoing match? Btw I'm using a wired connection.
  • EA_Aljo's avatar
    EA_Aljo
    Icon for Community Manager rankCommunity Manager
    5 years ago

    @SpeedboiTTV 

    Are you on a wireless connection? If so, the most stable connection is going to be a wired one. If that's not possible, you could try a powerline adaptor. That has been a good solution for many that can't reach their router with a wire.

  • EA_Aljo's avatar
    EA_Aljo
    Icon for Community Manager rankCommunity Manager
    5 years ago

    @bergstroem123 

    You don't need to reconnect if you're not disconnecting. I was hoping to troubleshoot disconnecting so that reconnecting isn't an issue.

  • EA_Aljo's avatar
    EA_Aljo
    Icon for Community Manager rankCommunity Manager
    5 years ago

    @Menheon 

    It's possible not being able to reconnect is part of a bigger connection issue you're having. We would need to go through some troubleshooting to try to find out if that's the case. There's nothing that can be done about the penalty you've received though. We're not able to remove those.

  • bergstroem123's avatar
    bergstroem123
    5 years ago
    @EA_Aljo So basically you are saying "just don't disconnect". Isn't this the reason why game developers implement reconnect. I do not have an unstable connection 99.9% of the time. In the occasion that it does happen though don't you think it would be fair that people actually get to rejoin their ranked game and therefore not lose their hard earned ranked points?
  • SpeedboiTTV's avatar
    SpeedboiTTV
    5 years ago
    @EA_Aljo I'm using a wired connection directly to the wall. But even the best ISP's will have a shortage once in a while - I'm not looking for fixes for the internet connect, I'm trying to figure out why your reconnect feature isn't working, and how I can get it working - Is this a problem on my end, or is the feature generally lacking?
  • EA_Aljo's avatar
    EA_Aljo
    Icon for Community Manager rankCommunity Manager
    5 years ago

    @bergstroem123  @SpeedboiTTV 

    I definitely get the frustration and I'm very sorry for that, but without going through the troubleshooting, we can't rule out any connection issues that could be related to both disconnecting and reconnecting.

  • Menheon's avatar
    Menheon
    5 years ago
    @EA_Aljo I tried doing the steps you mentioned before, whilst I was mid game, after the 2 minutes i started up my pc, modem and router, but I was still unable to reconnect to the game
  • Menheon's avatar
    Menheon
    5 years ago
    @EA_Aljo I think the match has concluded now, but after restarting everything I opened Apex, and I wasn't able to reconnect, nor did I receive penalty.
  • EA_Aljo's avatar
    EA_Aljo
    Icon for Community Manager rankCommunity Manager
    5 years ago

    @Menheon 

    I know the match was over. I'm just trying to find out if there's anything you need help with currently. Are you still disconnecting or was this a one-time occurrance?

  • Menheon's avatar
    Menheon
    5 years ago
    @EA_Aljo Well I tried turning off my internet connection manually, and shutting down the PC mid game, then waiting 2 minutes and starting again. Shouldn't I then be able to reconnect to the match? Isn't this how Apex's reconnect system should work?
  • EA_Aljo's avatar
    EA_Aljo
    Icon for Community Manager rankCommunity Manager
    5 years ago

    @Menheon 

    Unless there's a problem with the servers or your connection, you should be able to reconnect when you go back to the lobby. Are you frequently disconnecting or was this a one-time occurrence?

  • Menheon's avatar
    Menheon
    5 years ago
    @EA_Aljo I have only experienced this issue one time, but two of my friends have experienced the same issue. In my case I lost connection to my own router, no server issues there.
    But then a few seconds after my internet connection had returned I was unable to reconnect to the ongoing Apex match.

    This makes it seem like, the issue lies within the currently implemented reconnect system in Apex, since all 3 of us have been unable to reconnect to a match after losing internet connection for only a short amount of time.
  • EA_Aljo's avatar
    EA_Aljo
    Icon for Community Manager rankCommunity Manager
    5 years ago

    @Menheon 

    If it continues to happen, contact us again and we'll try to help. Since you're not currently experiencing this, it's not something we can really troubleshoot.

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