Community ManagerHi there, @DD_Elds
Thanks for reaching out. When the freeze happens, do you ever get an error message? Is your console in a well ventilated location and are the vents free of any debris?
When it freezes it just stops on the game play image, no error. I can still get back to the PlayStation main home menu so its not the PS4 locking up. then when I come back it is at the NHL 24 replay menu with the options. "finish game..." etc and in the top right there's a red banner that says "you have been disconnected from the EA servers." I am not being logged out of the playstation network. and when it does lock up I can still talk to my online party so its not the internet. This happens online and in offline VS CPU games as well. Mainly online but thats the majority of my play.
The PS4 is well ventilated and clean. I play daily online and off and have no issues with any other games/applications.
The off-line games are just straight stock team games. Example Blackhawks versus blues. I don’t even change the roster.
Connection is wired. But again I can still talk to my online party and I don’t lose connection to the PlayStation networks so it’s not Internet related it’s the application freezing.
Community ManagerIf you're playing the digital version, that requires an online connection. So, we can't completely rule that out. We'll go through some general troubleshooting though.
Has it been a while since you power cycled your equipment? If so, try doing it now with these steps: unplug your modem, router and console. After 2 minutes plug in the modem and router. Let them come back online completely. Then plug in your console and start it up.
Also, try deleting the personal saved data for NHL 24. It's possible you could lose any offline saves and changes to settings. Normally, those will download from the cloud, but I can't guarantee that will happen. Go to Settings/Storage/System. Locate NHL 24 and delete the saved data.
Are you using an external hard drive? If so, try uninstalling and installing it to the internal drive and vice versa if it's installed on the internal drive.
Again, Im being disconnected from the EA servers but not the playstation network. Me and my wife work from home all day and kids all watch streaming in the evenings and the internet is fine. its not my internet.
I have reinstalled the game 2x's in the 3 weeks ive had it.
I will try deleting the files.
Im not using and external hard drive.
Is there a way to look back and see how the disconnection happened? Why would my account be regularly disconnected from the EA servers. I was playing about 9:45 CST 4/11/24
Community Manager
@DD_Elds wrote:
Again, Im being disconnected from the EA servers but not the playstation network. Me and my wife work from home all day and kids all watch streaming in the evenings and the internet is fine. its not my internet.
I have reinstalled the game 2x's in the 3 weeks ive had it.
I will try deleting the files.
Im not using and external hard drive.
Is there a way to look back and see how the disconnection happened? Why would my account be regularly disconnected from the EA servers. I was playing about 9:45 CST 4/11/24
Every device, app, game, etc., does not use the same connection. Regardless, I'm not convinced it's connection related, but since you're playing online and received the message about disconnecting, we can't rule it out. Also, if you disconnected for a brief moment, it's not going to be noticeable with general internet usage. Since the game is designed to end as soon as a loss in connection is detected, you're going to see that notification. Whereas media is buffered and so you won't notice anything unless your internet goes out for a bit.
Chat and the game also use different connections. Again, being momentarily disconnected may not be enough to kick you from party chat.
Are you using a Cat6 or higher ethernet cable?
A couple other things you can try are rebuilding the database and restoring the licenses. Click on the links below for instructions.
Yes cat6 cables throughout installed about a year ago. I’m on a fiber circuit with 500 up and down
so you’re saying, even one packet loss would disconnect me from the EA server?
I play rocket league all the time and even with some packet loss to the servers I can stay connected to the game.
I already tried rebuilding the database and restoring the licenses. I will do it all again and reboot everything. I wil try it over the next couple of days
It happened again. I replace the cable from my hub to my PlayStation from the wall to the hub. Rebooted and unplugged the PlayStation and my modem for about two or three minutes
re- built the database re- downloaded and installed NHL 24 played for about 45 minutes off-line just a straight game and it just locked up. In this instance, I was able to just go back out to the main PlayStation menu for a couple of seconds came back. It brought me back to the main menu and let me resume the game, but that’s because it’s just against the AI. If I was online, I would’ve been disconnected in the game would’ve stopped. I think something is corrupted in the game.i
Community ManagerHave you created any custom rosters? It's kind of a stretch that would be the issue. It's worth checking though. I don't think the game is corrupted or we'd be hearing about this a lot more. Are you always getting the message you're disconnected from the servers when this happens?
The only thing I did was swap the left and right wingers of the Dallas Stars starting line. Other than that I haven’t done any tweaking except a couple of strategies, but nothing that should cause the game to crash. In the game crashed the first couple times I used it and I didn’t even figure out how to adjust the rosters until about a week ago.
update: I was in the middle of a game and I paused it for about 2 hours with the PS4 in standby mode. When I came back it said I was disconnected from the servers but I was still able to play. so I think it’s not that I’m disconnecting from the servers and that’s why the game is freezing. I think the game is freezing and THAT is why I am disconnected from the servers. Is there any kind of error log that I can look up in the PlayStation?
Community ManagerI think we can rule out roster issues then.
That does sound like it's connection related. I found these instructions online that should take you to an error log.
You could also try running some connection tests on your network. It's possible your router has some built in testing tools as well. Try doing a web search on your router's model number for an online manual. Chances are good your ISP's support can run some tests also.
Hopefully, these help. I'm heading out and won't be back until Tuesday. You're welcome to open a case with an advisor here too if you'd like some assistance with this sooner. Good luck!
I played Free-Skate for about and hour then jumped into a game, about 5 min in the game started to stutter, (which it does before it freezes) and I was able to get it on video. You can see Im still connected to the PSN. so this isnt a connection issue
There’s nothing wrong with my Internet. I was playing the game and I pulled out the ethernet cable and it did not freeze. It’s being disconnected because it’s freezing.
Did you watch the video? I’m not sure what happens if I just sit there and let it stay on the frozen screen, but I’ve let it sit there for at least a minute
the only way to get out of it is to go back to the PlayStation main menu and then come back into the program.
Community ManagerYes. I watched the video, but you also cut it off right after the freeze. I wanted to see if you received an error message.
This isn't an issue with the game that we're aware of. It's not something we get regular reports of also. So, it's possibly hardware related. Have you tried factory resetting your console?
https://youtu.be/k0GBzqK2dtY?si=OmS3xz3ogJiQaWFw
sorry, that was the short version I had edited. Here’s a longer version
there is no actual error message so when I go into the logs, it doesn’t show anything about the game stopping. As you can see in the video, I can still get back to the PlayStation main menu, and I’m still connected to the PlayStation network. I tried yesterday playing an off-line game and just unplug my ethernet cable. It disconnected me from the servers, but the game never stopped.
If there’s no other solution, you can think of then I will try one more reinitializing of my PlayStation 4. If that doesn’t resolve the issue then I’ll ask for a refund.
Community ManagerThanks. That helps. Do you have to test your connection or does just going back to the PS dashboard unfreeze it?
I missed where you previously said you reinitialized. I don't think you need to do that again since it didn't work previously. Unfortunately, I'm not sure what else to suggest. Do you happen to have another console you can try? That would help narrow this down to being an issue with your console or not.
I just did the connection test to show you that I was still connected to the Internet & the PSN servers. Sorry I miss spoke. I have not done a full initialization yet. I just changed to this hard drive last summer. It’s a 2 TB SSD Fanxiang and it’s got good reviews. Again, this is the only game I’m having.the issue.
I do have a regular PS4. I will try it on that. I have been playing the last couple days without any issues but it’s been only off-line. I did take my PS4 pro apart and clean it (although it was not super dusty). If it keeps happening on this consul, I’ll try a reinitialize and then if that doesn’t work out, ask PSN for a refund. Thanks for your help.
This happens to me all the time. No other game i play freezes. Only this broken game. Not buying next year.
